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Old 07-26-2019, 03:19 AM   #1
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Brand: Thor Motor Coach
Model: Aria 3901
State: Idaho
Posts: 695
THOR #9660
Thor customer service rant.

So, I have been having an issue with my solar system. I called Thor customer service yesterday morning, and my call was answered almost immediately. By a human. Tammy G. She spent an incredible amount of time with me, sending me drawings not available on my owners resources page, asking her supervisor questions, tracking down a tech to ask. I was quite satisfied with the service and firmly believed I could track down the issue and fix it. Today, I got an email from Tammy with 3 more drawings and some more info she gleaned from another tech. She could have totally forgotten our conversation, but she kept working on a solution for me. I have never been unhappy with the service I have received from Thor, but Tammy has taken customer service at Thor to a new level. I hope it is a trend at the company.
Mike

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Old 07-26-2019, 08:14 AM   #2
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Brand: Thor Motor Coach
Model: 2019 Aria 4000
State: Utah
Posts: 336
THOR #15943
That's outstanding! We've used the Thor chat once with similar results. The tech sent schematics not found in that suitcase of paperwork, and offered troubleshooting guidance that was simple and accurate as well!
GVP
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Old 07-26-2019, 09:11 AM   #3
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Brand: Thor Motor Coach
Model: ARIA 3901
State: New Jersey
Posts: 170
THOR #5141
Great to hear! Did you resolve your issue?
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Old 07-26-2019, 10:58 AM   #4
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Brand: Thor Motor Coach
Model: Axis 24.4
State: Michigan
Posts: 9,837
THOR #1150
All of my interactions with Thor have been professional and resulted in a solution--including taking my unit to factory service in Wakarusa, IN.
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Old 07-26-2019, 11:22 AM   #5
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Brand: Thor Motor Coach
Model: Challenger 37 LX
State: Florida
Posts: 307
THOR #7853
Great to hear ...but isn't this a rave ??
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Old 07-26-2019, 11:46 AM   #6
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Brand: Still Looking
Model: Tiffin Wayfarer 24 BW
State: New York
Posts: 22,195
THOR #8860
It's really good to hear these kind of reports about Thor.
Congratulations!
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Old 07-26-2019, 12:00 PM   #7
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State: Florida
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THOR #5313
That is good to hear. My calls have been fine with them as well.
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Old 07-26-2019, 12:12 PM   #8
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Model: Vegas 24.1
State: North Carolina
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THOR #11380
Reminds me of something both my grandmother and mother use to tell me all the time - "If you can't same something good about anybody then just don't say anything at all."

Good to hear some positives for a change.
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Old 07-26-2019, 04:32 PM   #9
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Brand: Still Looking
Model: Tiffin Wayfarer 24 BW
State: New York
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THOR #8860
They were two very wise Ladies.
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Old 07-26-2019, 06:00 PM   #10
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Brand: Thor Motor Coach
Model: Aria 3901
State: Idaho
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THOR #9660
Quote:
Originally Posted by Grizz View Post
Great to hear! Did you resolve your issue?
With all the info she sent me, I am confident that I will resolve the issue (18V at the panels on the roof, 0V at the controller). All I needed to know is where the wires run and where the connections are located. Now, thanks to Tammy, I have all of that, just need a few minutes with my multi-meter to track down the gremlin.
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Old 07-26-2019, 06:32 PM   #11
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Model: Gemini 23TR
State: California
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THOR #6701
Always great to hear a positive review for Thor. I have called Thor Customer Service a couple times and have been very happy with the results. I feel too many complaints about Thor should actually be redirected to dealers or suppliers.
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Old 08-11-2019, 01:48 AM   #12
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Brand: Thor Motor Coach
Model: A.C.E. 29.3
State: Missouri
Posts: 17
THOR #5861
I have also had good interactions with Thor, I purchased my unit from an individual and it was just out of warranty so I never had to deal with any of those issues. I was having problems with the TVs not working on cable and needed wiring diagrams, the folks at Thor sent me exactly what I needed.

Turns out the previous owner had added a splitter behind a wall to use with his satellite system which we don't use. I've printed many documents from the Owners Resources site which has helped me run down several small problems. I'm fairly handy and have fixed/done mods on several items in the our unit.

I have learned so much from this forum that has made my life easier and improved the quality of our RVing!

Thanks to all those who contribute!!
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Old 08-11-2019, 02:54 AM   #13
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Brand: Thor Motor Coach
Model: Miramar 37.1
State: California
Posts: 2,460
THOR #12698
The few times that I called Thor were always positive and very helpful. Nothing bad to say from me about THOR's customer service.
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Old 08-11-2019, 03:26 AM   #14
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Brand: Thor Motor Coach
Model: Aria 3901
State: Florida
Posts: 103
THOR #6952
I called Thor after hour service last weekend and was extremely surprised and pleased with the excellent level of knowledge! They told me exactly what the problem was and how to solve it. Very Impressed!
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Old 08-13-2019, 07:13 PM   #15
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Brand: Thor Motor Coach
Model: Vegas 24.1
State: California
Posts: 22
THOR #15685
I posted a problem I had on the this forum. Thor read my post and contacted me via private message (on the forum) to recommend that I call customer service.

Believe I spoke to Tom. Great support and the issue was resolved.

Don and Leslie
2019 Vegas
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Old 08-13-2019, 08:25 PM   #16
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Brand: Still Looking
State: North Carolina
Posts: 44
THOR #15887
I have contacted Thor several times via their "Online Chat" option. I usually get Jason who is always good to work with. Even used the email option once and they responded the next day.
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Old 08-15-2019, 12:28 AM   #17
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Brand: Thor Motor Coach
Model: Hurricane 34R
State: British Columbia
Posts: 26
THOR #16278
I dealt with Jason yesterday also. I noticed he called my other phone so when I called him back and mentioned my name he actually remembered my case. I did the online chat as well and it was painless. They wanted my name an VIN, found my info in their system and are shipping the parts I need to another address, no issues.
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Old 08-15-2019, 02:15 AM   #18
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Brand: Thor Motor Coach
Model: Vegas 25.2
State: Missouri
Posts: 1,038
THOR #4687
I have dealt with THOR by phone, chat and email. Everytime the responses and information provided has been quick and helpful (well except for telling me where the AUTOMATIC TRANSFER SWITCH was on my VEGAS, but when it wasn't in the expected spot, the rep stayed on the phone through our "scavenger hunt" through the coach until we found it)

When parts were supposedly on order from THOR for my dealer to complete a repair, I called THOR, found out the parts had not been ordered..

I agree with another poster that THOR seems to get a lot of "bad press" because of the dealers we interact with.
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Old 08-15-2019, 05:00 AM   #19
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Brand: Thor Motor Coach
Model: Miramar 35.2
State: Wisconsin
Posts: 16
THOR #3807
Smile

I have dealt with Thor customer service three times since I bought my Miramar.
Every time I have had a positive experience. I was able to get the parts I needed from them and repaired my issues. It was nothing major, baggage latch inop and the axxera radio screen issue. I also needed detailed drawings of my roof area. Within a day I was emailed several drawings for my roof.

I have nothing but praise for Thor's customer service so far.
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Old 08-16-2019, 02:12 AM   #20
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Brand: Thor Motor Coach
Model: ACE 30.1
State: Ohio
Posts: 176
THOR #14952
My DH has called THOR customer service several times and received very good professional help. They spent a great deal of time on the phone with him, gave him web site resources and emailed schematics to him.
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