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Old 03-16-2021, 06:55 PM   #1
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Brand: Thor Motor Coach
State: North Carolina
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THOR #11149
Thor Structural Warranty Experience

One year ago we started the process of working with Thor customer support to have repairs to our 2018 Thor Challenger 37TB covered under structural warranty. The passenger side wall had separated from the floor causing the body to twist and rest on the fender. This twisting caused the front windshield to crack, the front cap to separate from the top, the front cargo bay doors to become jammed, and the entry door to jam. The approval process for each individual repair has to be submitted to Thor with documentation. If the wording and semantics in the submitted requests are not what is expected it gets denied and starts a back and forth game wasting more time. Some parts like our replacement fender have taken over 4 months to arrive at the dealership, and the incorrect fender was shipped once.

Our RV has been out of our possession for over 10 months, and has been unusable for over a year. We still make payments, lose value, continue to miss planned trips, incur costs having to fly places instead of drive, and overall are just frustrated and disappointed with the whole experience.

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Old 03-16-2021, 07:42 PM   #2
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Well you’re a lot more patient than I’d be. 10 months at the dealer is just not acceptable. If it was mine I’d take it to the factory service center and get it done. If I couldn’t take the time to do it personally I’d hire someone to drive it there. If you reported it to Thor during the warranty period they’ll likely fix you right up. Might even pay for your driver. It seems likely that your dealer is not working very hard on your behalf. If you don’t want to do that you should be able to find an independent shop that will work harder. Many are authorized to do warranty work.

I don’t mean to be a hardcase about it, but in my opinion (which of course nobody asked for!) much of the blame is on you for not being more proactive in getting it fixed. Good luck.
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Old 03-16-2021, 07:43 PM   #3
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Sorry to see that you've had such a long and miserable process to slog through...
Hang in there: it will prove to be worth it.
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Old 03-16-2021, 10:06 PM   #4
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Model: Hurricane 35m
State: North Carolina
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It sucks!! Wobble box on wheels, you are in Covad year from hell! you doing the calling directly to Thor or is the repair shop?

I know the pain, been in and out of the shop for last year from blown engine to replacing both slides and ton of other stuff!

Bitching on this board and getting told "you better suck up and move forward" help! ha

Just paid for 7 year warranty as they finished up the last of thor warranty on our 2020 hurricane.

what part of NC you in?
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Old 03-17-2021, 01:11 AM   #5
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what part of NC you in?[/QUOTE]

We moved to Texas a few years ago. I need to update that location.
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Old 08-30-2021, 06:57 PM   #6
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Same issues with Outlaw

@Stirul I have a 2018 Outlaw, which I believe is on the same Ford F53 chassis and have been seeing some of the same issues you describe. Thor told me today that my coach only had a 1 year structural, so I'm curious how you were able to get repairs done some 3 years later. Admittedly, the person I spoke with put me on hold for 15 min and I could tell she was asking around, so I'm not sure she was correct. Thor support has gotten progressively worse over the past few years. Still, only one year on structural doesn't sound correct as they are now offering 12 year on structural.
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Old 08-30-2021, 07:11 PM   #7
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This is an issue industrywide. The dealers are nothing like a Ford, Chevy or Porsche dealership systems. They are nothing more than independent repair shops that happen to sell RVs. Taking it to the factory would have been the best solution: perhaps call Thor and ask for a location that they have good experience. Thor asked me if I wanted to go someplace else since the dealer where I bought the coach was not living up to my expectations.
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Old 08-30-2021, 07:53 PM   #8
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Originally Posted by HMCSW View Post
This is an issue industrywide. The dealers are nothing like a Ford, Chevy or Porsche dealership systems. They are nothing more than independent repair shops that happen to sell RVs. Taking it to the factory would have been the best solution: perhaps call Thor and ask for a location that they have good experience. Thor asked me if I wanted to go someplace else since the dealer where I bought the coach was not living up to my expectations.
Not sure if this was directed at me or the OP. As I mentioend in my post, I called Thor directly, so your analogy doesn't apply. I'm trying to cut all that nonsense out that you mentioned. At least as much as possible.
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Old 08-30-2021, 11:22 PM   #9
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Quote:
Originally Posted by greenhornet View Post
@Stirul I have a 2018 Outlaw, which I believe is on the same Ford F53 chassis and have been seeing some of the same issues you describe. Thor told me today that my coach only had a 1 year structural, so I'm curious how you were able to get repairs done some 3 years later. Admittedly, the person I spoke with put me on hold for 15 min and I could tell she was asking around, so I'm not sure she was correct. Thor support has gotten progressively worse over the past few years. Still, only one year on structural doesn't sound correct as they are now offering 12 year on structural.
If you purchased the unit new you should have all the paper work and manuals that came with it and the owners manual on the coach will tell you about the warranties.
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Old 08-30-2021, 11:50 PM   #10
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THOR #1469
Quote:
Originally Posted by greenhornet View Post
@Stirul I have a 2018 Outlaw, which I believe is on the same Ford F53 chassis and have been seeing some of the same issues you describe. Thor told me today that my coach only had a 1 year structural, so I'm curious how you were able to get repairs done some 3 years later. Admittedly, the person I spoke with put me on hold for 15 min and I could tell she was asking around, so I'm not sure she was correct. Thor support has gotten progressively worse over the past few years. Still, only one year on structural doesn't sound correct as they are now offering 12 year on structural.
You have the warranty in your manual. What does it say the duration for the structural warranty is. Take a few minutes to read the book and have the info handy when talking to Thor.
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Old 08-31-2021, 01:24 AM   #11
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You have the warranty in your manual. What does it say the duration for the structural warranty is. Take a few minutes to read the book and have the info handy when talking to Thor.

yes, thanks for your RTFM response. Super helpful. I have it. It says one year. I posted that earlier. And still, my question to the OP remains. How did he get a repair started on a same model year coach, built on the same platform and chassis in the 2-3 year window?
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Old 08-31-2021, 12:05 PM   #12
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Quote:
Originally Posted by greenhornet View Post
yes, thanks for your RTFM response. Super helpful. I have it. It says one year. I posted that earlier. And still, my question to the OP remains. How did he get a repair started on a same model year coach, built on the same platform and chassis in the 2-3 year window?
I’ll have to look but the Structural Warranty on my Challenger was longer than 1 year. Structural was either 2 or 3 years. That’s why I suggest checking the manual. Structural is listing separately.

You are free to ignore this post at will.
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Old 08-31-2021, 12:15 PM   #13
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Originally Posted by EA37TS View Post
I’ll have to look but the Structural Warranty on my Challenger was longer than 1 year. Structural was either 2 or 3 years. That’s why I suggest checking the manual. Structural is listing separately.

You are free to ignore this post at will.
Just checked. Class B+, C, A gas. Structural warranty was 2 years or 24,000 miles. Page 10 of the owners manual.

Again, ignore at will.
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