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Old 10-09-2019, 07:58 PM   #1
Senior Member
 
yukongrant's Avatar
 
Brand: Thor Motor Coach
Model: Compass 23TR
State: Yukon
Posts: 246
THOR #13409
Thor Outstanding Customer Service

I've read the problems many owners are having with their Thor motorhome. No doubt it can be bad. But I want to outline my most recent experience.
I bought a new Compass last year (and have used it extensively this summer). During my PDI, I notice I was missing the passenger seat cushion (for when you swivel the chair), and a screen for a window. A few weeks after getting it home, the house batteries would not hold a charge.
I reported the problems to my dealer. And they assured me they were taking them up with Thor. When I did not hear anything, I asked a second and third time about the status. The dealer assured me again (and again) they were waiting for a response from Thor.
I gave up waiting and replaced the no name batteries with middle of the line AGMs. If I had left it at that, I would have been one of those complaining about Thor.
But I didn't. I called the 1-800 customer service. I have no special relationship with Thor - not like what I would expect my dealer would have. I told them about the missing cushion and screen. No questions asked. They had them delivered to me within 2 weeks. (I live in Yukon, Canada so it takes some time to get anything here.)
Then I told them about the batteries. I really doubt it was Thor's fault. I suspect the dealer did not charge the batteries while they were storing it over the winter. And I told Thor I did not expect they would replace the standard batteries with AGMs. But asked what they could do for me. The Thor rep asked for my receipt - which I sent.
Today, 2 months later (and having given up all hope they were going to do anything for the batteries), I got a cheque for the full amount of the AGM batteries. Just outstanding!
Meanwhile, I'm still waiting for the dealer to get back to me with those warranty omissions they assured me 3 times were coming.
Sometimes Thor takes the heat for its dealers. And I do think the could improve their dealer network and their quality control. But my experience with their customer service after purchase has been very positive.

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Old 10-09-2019, 08:14 PM   #2
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Brand: Thor Motor Coach
Model: THOR Chateua 35SF
State: Florida
Posts: 5,850
THOR #11130
You're right...it isn't Thor...it's the "don't give a dam" dealer network that's the problem.
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Old 10-09-2019, 11:58 PM   #3
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Brand: Thor Motor Coach
Model: 2023 Jayco Precept 31UL
State: Florida
Posts: 2,914
THOR #1589
Thanks for sharing that. It's natural that forums like this get a lot more complaints than positives. Kudos to you for not just sitting on your hands waiting for the dealer!
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Old 10-10-2019, 01:55 PM   #4
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Brand: Thor Motor Coach
Model: challenger 37FH
State: Delaware
Posts: 688
THOR #13399
for Thor customer service.
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Old 10-10-2019, 02:07 PM   #5
I Think We're Lost!
 
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Brand: Still Looking
Model: Tiffin Wayfarer 24 BW
State: New York
Posts: 22,195
THOR #8860
Glad to hear that Thor treated you right!
Folks like to complain when things go wrong...
It's good to hear when they go right!
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