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Old 09-29-2016, 12:32 PM   #1
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Brand: Thor Motor Coach
Model: Challenger 37TB
State: Pennsylvania
Posts: 410
THOR #4486
Contacting Thor for warranty assistance

Now that Tim Rhoads is gone, BTW, he resigned from Thor for medical reasons, tried calling into Thor warranty asking for some of the names that were mentioned on a previous thread (the one regarding Tim). None of the other folks mentioned on the other thread regarding Tim were available as they were not in the office. They then put my call into a wait queue. The initial hold time was 8 minutes. The call queue wait time kept being announced and in some cases, went from 4 minutes then back up to five, etc. Finally just used the option for them to call me back. This places my name, number and recording into a queue which gets bounced back to an agent (Thor rep) once there is one available to handle an outbound call contact. (sorry, I'm in the business, contact center technology). Left my office about an hour later, still no callback. Checked my work phone for missed calls this morning, still no callback from Thor. THIS IS NOT A GOOD SIGN. The simplest part of good customer service is speaking to the customer to at least give them the illusion that they care and want to help. So far, not happening. Unfortunately, see this all the time in contact centers where if an agent (in this case a Thor rep) is good at their job, within a relatively short period of time, they get promoted to a position where they seldom speak with customers or leave the company all together. We as customers have no choice but to keep trying.
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Tom and Lisa
Pennsylvania
2015 Challenger 37TB
2015 Ford Taurus toad
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Old 10-01-2017, 02:30 PM   #2
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Brand: Thor Motor Coach
State: California
Posts: 3
THOR #9345
What is 24 hour shield of protection number please
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Old 10-01-2017, 02:51 PM   #3
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Brand: Thor Motor Coach
Model: Thor Axis
State: Mississippi
Posts: 368
THOR #6203
I called and left my number. I also sent them an e-mail with a list of issues needing repair!
They contacted me within two days! I have a November appointment in Wakarusa, In.
I spoke with a guy named Daniel. Sorry no last name!
Hope this helps!
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