What to expect after dropping off your RV for Warranty Repair

[chunker21]

Originally Posted by EA37TS

Normally I would agree. Since we moved my dealer is no longer 31 miles from the house but rather 250 miles. Since we have no trips planned until Dec I am dropping the rig off on Sept 30 and they will have it until complete which they estimate to be two or three weeks.

My dealer takes complete pictures at acceptance and again at customer pick up.

Understand and agree. My plan is what I hope for but hope isn't a good strategy and doesn't always work. Several years ago I took the DP to an RV shop for a satellite antenna installation. I didn't have any trips so I left it with them to do. A few weeks later I got concerned since I had heard nothing, so I went by to see if there were problems. They hadn't even looked at it yet, just sitting in the back getting dirty and ignored. Their explanation was that an appointment to get service was an appointment to park it in the back until they had time to look at it. That pissed me off, we exchanged words, I took it home and had someone else do the installation. I also will not ever go back there and vocally tell anyone who wants to listen who it was and the incompetent level of their (lack of) service.

[taylorbob1]

Originally Posted by chunker21

Maybe just me but I won't leave my RV at a dealer parked in the back until they get "round 2 it". I tell them I'm bringing it in for inspection so they can determine what parts are needed, I'll take it home, and when the parts come in, return to get them installed..............

It's like a computer repair shop.
You get an appointment 3-4 months out, take it in a week or two before they start on it.
It's lined-up on the bench so that once the tech has completed a job, he can begin the next repair in line.

I've never seen an RV Dealer that doesn't work their system in this way.
RV Dealers DO NOT function like auto dealers.

That is why once you are out of warranty, the best way to repair for most is via a mobile tech.

[HMCSW]

Originally Posted by MJC62

Somewhat on this same topic. Does anyone know if Thor factory service accepts extended warranty plans for repairs? I suppose I could call and ask but I thought some of the forum members may know. We are fortunate to live within 100 miles of Wakarusa. We could drop off the MH and return home and not have to wait in town.

Worth contacting them to make sure. They have been great for us. We have a 2021 ARIA and the entry door has to be replaced because of an air leak at >50MPH. Has a whistling noice. Dealer has seen it 4 times and could not figure it out. Challenger saw pics and said bring it to them or replace. They said they can try to fix it but only they can and at their facilities.
We have a trip planned for Spring from Washington to Upstate New York. We are dropping it off at Thor and continue on in our toad to NY. When we get back to Wakarusa all will be fixed or replaced. Challenger is only 8 miles from Thor so they will work together to make sure it is done correctly.

[CoachSteve]

What to expect....my expectations after five trips in a new Miramar 35.2 picked up in late April, each of them ending up with a trip to the RV shop or the Ford Dealer (rear axle Ford recall, followed by an issue with two bad spark plug cables--dealer said they are seeing a lot of that--and another error code that took out the cruise control that was tied to the original axle work):

My expectation is very similar to what I experienced for my colonoscopy procedure...first there is an explosion of crap from the dealer, then their explanation goes somewhere nothing should ever really go, and then there's a lot of "venting".

We have had this thing five months. It has spent more than three months parked at one of the two dealers. And we have cancelled three trips because it was down.

Thor is apparently having problems building a quality product. They reportedly lost their experienced people, and the guys working now are getting their on the job training at the expense of those buying their poor quality coaches.

But even given all of that, the most frustrating thing for us is that the service department at the dealer sends you to voice mail and then NEVER returns a call. We actually drove the 13 miles once to talk to them because we couldn't get anyone on the phone.

One of our failures was the cover panel on a storage door that came unglued on I-80 on the Bonneville Salt Flats. It bent back and destroyed the door. Thor quickly sent a replacement, but it took 5 weeks to get them to agree to paint the white door they sent to match the paint scheme on the coach.

[Jimbo56]

Originally Posted by Judge

After going through these same types of gyrations I started taking my coaches to the Thor Factory Service Center in Wakarusa when I needed warranty work done. I have been there three times and all better experiences than any dealer.

Now that I'm out of warranty, I will never use a dealer if there is an issue I can't fix myself.

I will use independent shops. In two weeks when I end my current 7-week trip I am diverting to Tucson to have the crappy Scwintek Slide System replaced with the Vroom Slide System.

I’d love to know what they do/replace and how much it costs.

[MOBiWan]

Originally Posted by CoachSteve

What to expect....my expectations after five trips in a new Miramar 35.2 picked up in late April, each of them ending up with a trip to the RV shop or the Ford Dealer (rear axle Ford recall, followed by an issue with two bad spark plug cables--dealer said they are seeing a lot of that--and another error code that took out the cruise control that was tied to the original axle work):

My expectation is very similar to what I experienced for my colonoscopy procedure...first there is an explosion of crap from the dealer, then their explanation goes somewhere nothing should ever really go, and then there's a lot of "venting".

We have had this thing five months. It has spent more than three months parked at one of the two dealers. And we have cancelled three trips because it was down.

Thor is apparently having problems building a quality product. They reportedly lost their experienced people, and the guys working now are getting their on the job training at the expense of those buying their poor quality coaches.

But even given all of that, the most frustrating thing for us is that the service department at the dealer sends you to voice mail and then NEVER returns a call. We actually drove the 13 miles once to talk to them because we couldn't get anyone on the phone.

One of our failures was the cover panel on a storage door that came unglued on I-80 on the Bonneville Salt Flats. It bent back and destroyed the door. Thor quickly sent a replacement, but it took 5 weeks to get them to agree to paint the white door they sent to match the paint scheme on the coach.

I am experiencing this exact same thing. I purchased a Miramar 35.2 last October, and it has been at the dealer on and off for over 6 months. Currently it is sitting at the dealer and has been there since July 6th with no pick up date.

I have had the spark plug wire issue, that popped up while on a camping trip. The RV had to be towed 200 miles to a Ford Dealer. Also frustrated that the tow truck damaged the front cap of the RV, so now I'm waiting on an insurance claim along with a bevy of slide and other issues to be resolved.

To top it all off the dealer has called me with a recorded message to warn me that my 1 year manufacturers warranty expires in a couple weeks. The message tells me to make sure to get my RV in to get issues resolved. I'm like it is at the shop and has been for almost 3 months now. And how am I supposed to figure out what doesn't work, if I can't even use the thing.

FRUSTRATING...

[chunker21]

Originally Posted by MOBiWan

I am experiencing this exact same thing. I purchased a Miramar 35.2 last October, and it has been at the dealer on and off for over 6 months. Currently it is sitting at the dealer and has been there since July 6th with no pick up date.

I have had the spark plug wire issue, that popped up while on a camping trip. The RV had to be towed 200 miles to a Ford Dealer. Also frustrated that the tow truck damaged the front cap of the RV, so now I'm waiting on an insurance claim along with a bevy of slide and other issues to be resolved.

To top it all off the dealer has called me with a recorded message to warn me that my 1 year manufacturers warranty expires in a couple weeks. The message tells me to make sure to get my RV in to get issues resolved. I'm like it is at the shop and has been for almost 3 months now. And how am I supposed to figure out what doesn't work, if I can't even use the thing.

FRUSTRATING...

Questions, can you drive it? Can you use it with perhaps some limitations such as leveling system acting up? Why do they have it, parts??, cause they are lazy??

I will only leave my RV at the dealer as a last resort. I'd be calling thor and complaining demanding approval for an independent repair facility or another one they assure you will work on it, not park it in the back.

[HMCSW]

The expectation is that they achieve what they promised. So far for us it has been 50/50. The best way it has worked for us is make sure the dealer has all of the approvals before we take the RV in.

[chunker21]

Originally Posted by HMCSW

The expectation is that they achieve what they promised. So far for us it has been 50/50. The best way it has worked for us is make sure the dealer has all of the approvals before we take the RV in.

In theory yes but with a new problem they/dealer will have to take it in to see what parts or actions are required. They then should order any parts necessary, then have you/the RV back in for the parts installation. When I have an issue I let them know I'm not leaving it with them unless it's to have actual work done when they have the actual parts. Generally speaking a dealer won't have approval for a repair until they have looked at it and submitted the repair to thor. Just don't leave it with them during all the waiting.

[EA37TS]

Originally Posted by chunker21

In theory yes but with a new problem they/dealer will have to take it in to see what parts or actions are required. They then should order any parts necessary, then have you/the RV back in for the parts installation. When I have an issue I let them know I'm not leaving it with them unless it's to have actual work done when they have the actual parts. Generally speaking a dealer won't have approval for a repair until they have looked at it and submitted the repair to thor. Just don't leave it with them during all the waiting.

Depending on the dealer that authorization may take 1 day or 2 weeks. It depends on how they value their customers.

As a note, my dealer previously informed me that with Jayco/Entegra repairs below a certain dollar value do not require pre-authorization. My service writer would not tell me what that dollar value is.

[MOBiWan]

Originally Posted by chunker21

Questions, can you drive it? Can you use it with perhaps some limitations such as leveling system acting up? Why do they have it, parts??, cause they are lazy??

I will only leave my RV at the dealer as a last resort. I'd be calling thor and complaining demanding approval for an independent repair facility or another one they assure you will work on it, not park it in the back.

Currently it is pretty unusable. The leveling system is messed up and has been since I purchased it. Basically you level the coach and within an hour the passenger side has settled and sagged, so the coach leans heavily to the passenger side. Also my driver side slide is totally broken and will not move in or out. Plus a number of smaller issues.

The parts for the leveling system were supposedly ordered in May for the 4th or 5th time. They finally came in late June after I called about it and the service guy said "Oh yeah those just came in yesterday". Sorry don't believe that. So I brought it in first week of July. After 6 weeks I started calling to find out the status, and could not get any information or talk to a live person, left a ton of voice messages, and talked with numerous assistants and such, but my service person would never return my call. Finally after 9 weeks I caused enough stink that the Service Director got involved and it turns out they ordered the wrong parts and the RV has just been sitting there for the whole time. They have not even bothered with ordering the correct parts or doing anything. In fact just friday (the 24th) the manager called me to tell me they just ordered parts to fix the slide. Have no idea what the status is on the leveling system. This is after my service contact there said almost everything on my list had been addressed and fixed, and that they were just waiting on a reply from the insurance company about the damage that was done when the RV needed to be towed to Ford. This all turned out to be a lie, and the RV has just been sitting there for 3 months.

At this point I don't want the damn thing back until every single item is perfect. I have been playing this game for a year now, where I send the RV in for repairs with a list of 10 items and they choose 6 items to fix and ignore the rest. They have tried to fix the leveling system 5 different times, they even at one point switched out both passenger side jacks, but it turns out it is a valve or solenoid issues.

Also I have talked with Thor Customer Service and supposedly they have now gotten involved.

This story is WAY more involved with what I have highlighted here, this is just a very quick abbreviated version.

Love the RV, hate the service

[ador]

Well, I did receive a call from the dealership Friday afternoon letting me know that our RV is ready to be picked up. I left them a message last afternoon asking on the status of the "warranty punch list" I gave them. I finally spoke to the warranty department Rep this afternoon. I was told that the "minor" stuffs on my list has been taken cared of. The "major" item (slide out crunching sound/uneven), I was told they are submitting the request to THOR. I emailed THOR last night asking them if they have received the request from the dealer. I received an email this morning from THOR stating they have not received any request from the dealer yet (dealer is probably still working on the papers).

So, I will be picking up the RV tomorrow and bring it back once they received the authorization from THOR. Two weeks for the initial work/inspection is NOT bad.

I just hope they receive the authorization soon so they can fix my slide out and start using the RV again with the slide out open.

[Jimbo56]

Originally Posted by MOBiWan

I am experiencing this exact same thing. I purchased a Miramar 35.2 last October, and it has been at the dealer on and off for over 6 months. Currently it is sitting at the dealer and has been there since July 6th with no pick up date.

I have had the spark plug wire issue, that popped up while on a camping trip. The RV had to be towed 200 miles to a Ford Dealer. Also frustrated that the tow truck damaged the front cap of the RV, so now I'm waiting on an insurance claim along with a bevy of slide and other issues to be resolved.

To top it all off the dealer has called me with a recorded message to warn me that my 1 year manufacturers warranty expires in a couple weeks. The message tells me to make sure to get my RV in to get issues resolved. I'm like it is at the shop and has been for almost 3 months now. And how am I supposed to figure out what doesn't work, if I can't even use the thing.

FRUSTRATING...

Spark plug wires can be replaced in about 30 minutes. I would never leave my RV sittin on a dealer lot. Ask Thor to put in a field service request.

[EA37TS]

Originally Posted by Jimbo56

Spark plug wires can be replaced in about 30 minutes. I would never leave my RV sittin on a dealer lot. Ask Thor to put in a field service request.

Spark plug wires are not a Thor concern. Plug wires are Ford. Thor does not warranty the chassis and if the rig is sitting at an RV dealer waiting on plug wires it may rot before getting repaired.

[thehoovers4]

Dealership don't seem to care about warranty work, even when they gave sold the unit. I took my unit in for a slide problem at 6 months. They order the part and called me when it came in. Problem they ordered the wrong part and would return for correct part. After 2 months I got a hold of they after calling for two weeks. They told me that they hadn't sent the wrong part back yet. So now we're looking at another two months or more. Say that as the dealership said I should call Thor and explain to them what happened. This way if this part does not work they could extend my warranty on this work. Not that they screwed up and would take care of, but it's my problem. Good old General RV

[chunker21]

Originally Posted by thehoovers4

Dealership don't seem to care about warranty work, even when they gave sold the unit. I took my unit in for a slide problem at 6 months. They order the part and called me when it came in. Problem they ordered the wrong part and would return for correct part. After 2 months I got a hold of they after calling for two weeks. They told me that they hadn't sent the wrong part back yet. So now we're looking at another two months or more. Say that as the dealership said I should call Thor and explain to them what happened. This way if this part does not work they could extend my warranty on this work. Not that they screwed up and would take care of, but it's my problem. Good old General RV

2 significant facts here. 1st a poor quality build using the cheapest materials and untrained workers. 2nd an even worse dealer network that is incompetent to complete tasks at hand. Keep these things in mind if you ever purchase a new RV.

[powerboatr]

reading this makes me cringe and have stomach pains


my dealer is 3 hrs away....all our warranty work happened with either me sending pictures and they ordered parts and then we arrived after parts and BOOM got fixed
or we arrived, they ordered parts and we stayed in the dealer rv park until said parts arrived or if long delay, we would leave and bring rv back later once they arrived


2 times we spent several days(4 or more) in their rv park or inside the HANGAR while techs fixed and got us all square


they would come to your site at 8 am, drive your rv into the hangar, plug you in and go to work, we used to make cookies and meals while the tech was working . we fed them a few cookies too


then at 5 they would drive us back to the park and set us back up and either say ADIOS or we will see in the am; same bat time same bat channel.
plus they let you stay 24 hr after service to get your rig packed up and ready to go

what amazed me the most was the precision driving of the techs charged with fetching the rigs and parking them safely in the hangar . these guys would squeeze or 40 footer into places that would never do . they took great pride in doing it right. they had spotters on radio like an airplane move

this was mc clains in north dallas.

they always made us feel like valued customers.

[HMCSW]

I have given up on dealer as the first line. I first contact Thor CS and send photos for the work that need done. Once I get the info from Thor I send email with photos to the dealer with a cc to Thor. That way I do not take the RV in until they have approval and the parts. It has been much better when I do that.

[petef]

Everything I dropped mine off I was told a couple months before they would look at. No idea why I could not come back in 2 months.. had to be dropped off..CW and Ford

[ador]

Update:

I dropped off our RV Tuesday (09/14) with our ounchlist of 8 items to fix. We got a call the following Friday (09/24) telling us that our RV is ready to be picked up. Most items on my list were fixed.

1. Propane Control Panel Gauge Inside RV Not Working (since PDI). Mechanical gauge on the tank itself work.
Fix Done : Wires on the actual LP tank disconnected at connection point. Replaced wire connectors.

2. 110 outlet under dinette seat NOT working (since PDI).
Fix Done: Outlet test showed an open neutral. Checked J box and found neutral wire disconnected. Reconnected neutral wire.

3. 12 volts socket in the driver console stopped working,
Fix Done: Checked outlet. Found that the wire fell off. reconnected wire.

4. Latch on drawer under dinette seat will not stay latched.
Fix Done: Found broken catch. Replaced push latch.

5. Mirror in bathroom fell.
Fix Done: Rehang bathroom mirror. Securely done.

6. Main door got stucked. Had to pry open.
Fix Done: Took off inside plate for door handle. Checked for any damage or signs of binding. Lubed and reinstalled inside plate. Lube lock and tested several times. No issues found.

7. Light over dinette, bathroom light and fan, bedroom headboard light went out (blown fuse).
Fix Done: Removed light. Checked wiring. Turned light on and off several times with no issues. No action taken.

THIS IS THE MAIN ISSUE (to be submitted to THOR):

8. Front Slide out is making crunching noise when extending ot retracting and is NOT LEVEL.

Cause:Front Slide Out Making Noise
Correction: "During inspection, found that the floor bows upward where the floor ducting runs, which is what is causing the noise. The trim hits the floor grill and sofa starts to drag the floor. Once its 3/4 of the way, clearance goes from 0 inches to 1 inch when open all the way. Floor needs to be repaired. There is also a soft spot as soon as you walk inside the entry door taht should be addressed. Remove linoleum, cut floor back 4 feet from cab towrd back of rig, get rid of bow, then relay 4x8 sheet of plywood, relay linoleum, reinstall base trim and furniture removed. 36 hrs".

Anyone heard of floor "bowing upwards"? I noticed the "soft soft" when we took delivery but did not think so much of it back then. What could possibly be the cause of "floor bowing upwards" on a brand new unit? What is the floor made of? Sheet of metal, then plywood?

I am a bit worried that they will have to "cut" a piece of the floor. A bit worried that whatever they will remove will not be put back the same way when removed. Any thoughts?

I also asked about that small gap "1/2 to 3/4" inch that is visbile on the slide. As well as the gouging on the bottom rail. I asked the warranty rep if the rail will be replaced. I was told that it depend AFTER they fix the floor.

What are your thoughts?