Thor's Customer Assistance
I think that, like Thor's webpage, and the automation on their phone system, their Customer Assistance is 'hit and miss'
I got excellent customer assistance when I called in June to ask for assistance on the Fender skirt that came off while we were traveling in Texas. I explained to the customer assistance rep that the trim was there one day, and gone the next. I was surprised when he said the words "flew off" . . . OMG, it 'flew off'? Not just fell off - flew off? Scary, but what else could have happened to it? It certainly was not just lying on the ground. At first, he suggested we take the RV to the dealer to get it fixed. I asked since it is 85 miles to the dealer, is this a part that we could install ourselves? He said, "I hate it when the customer wants to do body work." Anyway, he asked for pictures of what it looked like now, and a picture of the other side that was still intact. He would let me know if he could send a replacement, or if we would need to go to the dealer. I emailed the pictures requested and a few days later he emailed me that he had placed the order and that it would be shipped shortly. We received and installed it - looks like new. In addition to the screws that were left behind when it 'flew off' (plus a couple more) we used clear silicone adhesive caulk. Here's hoping it stays on this time.
Today (8/23/17), I called Thor Customer Assistance to finally get answers to several questions I have had since we got the RV in March. It was a waste of 20 minutes.
I gave him (different person this time) my name and told him I was an owner of a 2017 Vegas and asked what information he needed to start, he asked "What's going on?" I told him I had a list of questions . . . so I guess this information applies to all 2017 Vegas (?)
When I asked if the backup camera has a microphone, His answer was immediate – “No, the RV is wired for Video ONLY. The radio is not compatible” (with audio, I guess) I asked what could I do to remedy this, is there a construction or wiring plan that I could reference to change the camera/radio? He said he would only have a drawing of the connections of at each end . . . BIG pause . . . I told him let's move on to the next thing on the list, we may need to come back to this.
The next thing on the list was the hole in the storage bin under the slide with the bed. What, if anything, is to go there? It looks like it was drilled in the side of the bin for a purpose, complete with a grommet. That is when he asked for the last eight digits of my VIN. . . Pause . . . he said, "It does not look like anything is to go there." I asked if he could send me a plug for the hole. He said he would have nothing to send me. OK, since nothing is to go there, we used steel wool (held by the grommet) to plug the hole. DONE
#3 . . . inside the RV there is a big hose & wire exposed under the passenger side dashboard - are we missing a panel? “No, no panel there, just zip tie the wires and the ducting up to get them out of the way.” Well, DUH. The wires are not really HANGING down or anything, it’s just unfinished.
On to #4 . . . while we were traveling in Texas, we had a lot of rain and the dinette window leaks. He asked and I described it in more detail: the rain hitting the window outside came inside, the wall under the window and the pillows on the dinette seat were wet. Yes, we had water in the track in the window. We implemented a temporary fix by applying caulk to the outside, upper part of the window between the glass and the side of the RV. I asked if there a better, more permanent solution? He said if the caulking is working that is all that is needed, no more permanent fix. "And remember sealants must be checked at least yearly."
#5 . . . The Solenoid/Battery Disconnect for the house batteries failed. We replaced it and would like to be reimbursed. By the way, this is the 2nd one. The dealer replaced the original soon after we took delivery. He said we should take the failed solenoid to the selling dealer (or other authorized dealer if they are willing to do it) so the part can be tested and get authorization to replace it. I pressed for a better solution; the selling dealer is 85 miles away. He asked me to wait a moment, and when he came back, he said to send the failed part & the invoice for the new part to them at 505 Ward St. Wakarusa, IN 46573 Attn: Warranty (use VIN # for identification) He advised me taking it to the dealer may be faster; it could be an 8-week turn around if we send it directly to them and they would need to go through the process before they authorize reimbursement.
I asked again if there aren't drawings/plans that I could use to change the camera/radio - he said there is no PDF of the construction of the RV - interesting I didn't actually ask for a "PDF" though, of course, that is what I want.
I don't know if we will pay to ship the old part to MAYBE get reimbursed . . . And I don't know if I've given up on getting construction plans, but I've emailed twice with no results. What is the magic, I wonder?
Jiri & Lynne V.
2017 Vegas 25.3