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Old 03-21-2018, 01:03 AM   #1
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Brand: Thor Motor Coach
Model: Four Winds 31W
State: Illinois
Posts: 69
THOR #7230
Another Thor customer service mess

I have a 2017 Thor Class C. Purchased new last April. Last season my NEW motor home spent a total of three months in and out of the shop for repairs. In October last I found a crack in the fiber glass portion of the roof. I agreed to wait till March to have it repaired, its still under factory warranty. The dealer contacted a repar facility, since they don't do body work. They were quoted a price, which they submitted to Thor for approval. Thor said they would not cover the heavy cost. My dealer told me I had to fight with Thor to have it repaired. After contacting Thor customer service they said they would send there own person to Chicago to do the work.
I dilivered my motor to the dealer on schedule for the repairs, actually two days early. But the Thor tech never showed up. The dealer didnt call for three days to find out what happened. Then it took four days for Thor to call them back. In the mean time I called Thor myself and told them what happened. I was told they will look into it and call me back. I never heard from them.
Today my dealer called me. I was told Thor finally called them. Thor told the dealer they were to busy to send the tech here for the repair. But never called to say he wasnt comming. Thor then told the dealer to just have it repaired by the local company.
Just another case of great Thor customer service.
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Old 03-21-2018, 10:15 PM   #2
I Think We're Lost!
 
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Brand: Still Looking
Model: Tiffin Wayfarer 24 BW
State: New York
Posts: 11,253
THOR #8860
At least they gave the "okay", for the local sho to to the repair...


...But they definitely should have told you!
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Old 03-21-2018, 10:27 PM   #3
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Brand: Thor Motor Coach
Model: S.O.B.
State: California
Posts: 1,189
THOR #3483
Just a suggestion to all and it by no means is the magic answer. Telephone calls can become pretty worthless for many reasons. When I was dealing with a few warranty issues I corresponded via emails so that I could forward copies to the dealership. This came in handy when the dealership said they never received authorization or parts from Thor. I would then forward the emails from Thor that said that their end had been handled and parts sent. On one occasion I had the dealer say that they checked their mail again and found the parts when they previously said they hadn't received them.
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Old 03-22-2018, 12:52 AM   #4
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Brand: Thor Motor Coach
Model: 2016 Vegas 25.2
State: Florida
Posts: 1,965
THOR #1589
"Trust, but verify!" Ronald Reagan
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Old 03-22-2018, 01:59 AM   #5
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Brand: Thor Motor Coach
Model: Axis 25.3
State: California
Posts: 431
THOR #2526
Who knows what happened with the employee. And they can not tell you either way. But you got it approved. It's a big company and communication is the first to go with size. I had good experiences with them (twice). But it took me to keep on them with phone calls and I talked to all three Axis/Vegas techn they have.
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Old 03-22-2018, 02:17 AM   #6
I Think We're Lost!
 
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Brand: Still Looking
Model: Tiffin Wayfarer 24 BW
State: New York
Posts: 11,253
THOR #8860
Quote:
Originally Posted by Mr Sunshine View Post
"Trust, but verify!" Ronald Reagan
Absolutely!
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