Go Back   Thor Forums > Thor Community Forums > Thor Owners Community Discussions
Click Here to Login
Thread Tools Display Modes
Old 10-09-2019, 07:58 PM   #1
yukongrant's Avatar
Brand: Thor Motor Coach
Model: Compass 23TR
State: Yukon
Posts: 66
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.

yukongrant is offline   Reply With Quote
Old 10-09-2019, 08:14 PM   #2
Senior Member
The Gritz Carlton's Avatar
Brand: Thor Motor Coach
Model: THOR Chateua 35SF
State: Georgia
Posts: 4,026
THOR #11130
You're right...it isn't Thor...it's the "don't give a dam" dealer network that's the problem.

2018 THOR Chateau 35SF
Two Labs, Bugsie & Blondie
The Gritz Carlton is offline   Reply With Quote
Old 10-09-2019, 11:58 PM   #3
Senior Member
Mr Sunshine's Avatar
Brand: Thor Motor Coach
Model: 2016 Vegas 25.2
State: Florida
Posts: 2,159
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!
Bad decisions make great stories!
Mr Sunshine is offline   Reply With Quote
Old 10-10-2019, 01:55 PM   #4
Senior Member
Brand: Thor Motor Coach
Model: challenger 37FH
State: Delaware
Posts: 266
THOR #13399
for Thor customer service.
wrapped is offline   Reply With Quote
Old 10-10-2019, 02:07 PM   #5
I Think We're Lost!
Bob Denman's Avatar
Brand: Still Looking
Model: Tiffin Wayfarer 24 BW
State: New York
Posts: 14,140
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!
Good Sam Member 843599689
FMCA Member F473304
Current coach: Tiffin Wayfarer 24 BW
"Well I may be confused... But you know I sure ain't down!"
Bob Denman is offline   Reply With Quote

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off

» Featured Campgrounds

Reviews provided by


This website is not affiliated with or endorsed by Thor Industries or any of its affiliates. This is an independent, unofficial site.

All times are GMT. The time now is 05:59 AM.

Powered by vBulletin® Version 3.8.8
Copyright ©2000 - 2020, vBulletin Solutions, Inc.
Content Relevant URLs by vBSEO 3.6.0 PL2