Kudos to Grand Design

In my work life I deal with a company that is making vast sums in large part because of their phenomenal support and service policies. No matter what I and others say everyone is surprised how good the service really is. Once someone experiences this they become a believer and a repeat customer.

They make high quality stuff, that helps too. But the service is just as good on the middle quality. (no bottom end gear) They get top dollar up front and have a near golden reputation.

Once the RV industry gets wind that profits can be had this way, someone is bound to give it a try.

WTP-GC wrote:

Again with the undue speculation. Now you're just adding unnecessary drama. All I can say is that GD does do this (as documented in this thread). Spend some time in the GD forums and see for yourself. Nobody said they would send a mobile tech 150 miles to tighten hinges. That's just you trying to create a fictitious argument where none existed.

Whatever you say, all I will offer in response is the undue speculation below taken from Grand Designs Warranty documentation, which is evidently in there to waste ink.

"It is also your responsibility and obligation to return the RV to an authorized dealer for any warranty repairs or service that may be required".

The point is GD and other manufacturers may authorize a mobile tech at their discretion and on an individual case by case basis. You can't count on it in any case, and no one is going to do so on your terms if its cost prohibitive. Speculation and drama my rear end.

Ralph Cramden wrote:

WTP-GC wrote:

That all sounds like a giant pile of unsubstantiated speculation. Furthermore, it's inconsistent with the accounts I've read on other forums/pages.

Ok...speculation.

An RV manufacturer is going to pay a mobile tech to travel 150 miles one way, and pay him up front whhatever charge he feels is appropriate, to tighten your cabinet hinges and adjust the fabric on the awning. The only way Grand Design or anyone else is going to do that is if the mobile techs mobility is via Unicorn.

Again with the undue speculation. Now you're just adding unnecessary drama. All I can say is that GD does do this (as documented in this thread). Spend some time in the GD forums and see for yourself. Nobody said they would send a mobile tech 150 miles to tighten hinges. That's just you trying to create a fictitious argument where none existed.

I've owned a GD Reflection for 4 years, and I have no complaints. Most of the issues risen are due to poor dealers, thankfully I have a good one.

goducks10 wrote:


Thats why I always park near rainbows. :)

On a serious note, at least GD is doing something. Whether it alleviates the warranty backlog jam only time will tell.
But it is great PR. Something GD is better at than most.

100% in agreement. No different than when Forest River announced 2 or 3 years ago they authorized their dealers to use off the shelf parts or to obtain parts for warranty work from wherever they could be obtained instead of waiting for them to be provided. Much spew about nothing and all PR and marketing but it all looked good on forums and trade publications like RV Business.

I would consider Grand Design for a future purchase, but from what I have seen at RV shows, dealer lots, and in units owned by friends they are not this revolutionary product when it comes to build quality, fit and finish, etc, that can be found from quite a few other manufacturers.

I am ecstatic with my 17 Rockwood but not restrained by brand loyalty to the point of not being able to point out their shortcomings, unlike some of the brand loyalists do on RV boards.

Ralph Cramden wrote:

WTP-GC wrote:

That all sounds like a giant pile of unsubstantiated speculation. Furthermore, it's inconsistent with the accounts I've read on other forums/pages.

Ok...speculation.

An RV manufacturer is going to pay a mobile tech to travel 150 miles one way, and pay him up front whhatever charge he feels is appropriate, to tighten your cabinet hinges and adjust the fabric on the awning. The only way Grand Design or anyone else is going to do that is if the mobile techs mobility is via Unicorn.

Thats why I always park near rainbows. :)

On a serious note, at least GD is doing something. Whether it alleviates the warranty backlog jam only time will tell.
But it is great PR. Something GD is better at than most.

WTP-GC wrote:

That all sounds like a giant pile of unsubstantiated speculation. Furthermore, it's inconsistent with the accounts I've read on other forums/pages.

Ok...speculation.

An RV manufacturer is going to pay a mobile tech to travel 150 miles one way, and pay him up front whhatever charge he feels is appropriate, to tighten your cabinet hinges and adjust the fabric on the awning. The only way Grand Design or anyone else is going to do that is if the mobile techs mobility is via Unicorn.

2012Coleman wrote:
I've had my GD fifth wheel for almost a year, had one minor issue with a slideout seal. Called the dealer and they were able to make me a Saturday appointment. Furthermore, the company is a participant in the GD user forum - go read it sometimes. They actualy talk to forum members and solve issues. I've been helped numerous times - and no one has ever given me the rolling eyes emoticon for what they considered common knowledge. Apparently they have something good going on and people actually enjoy helping each other out instead of what you get on here 80 percent of the time.

Agree!

I've had my GD fifth wheel for almost a year, had one minor issue with a slideout seal. Called the dealer and they were able to make me a Saturday appointment. Furthermore, the company is a participant in the GD user forum - go read it sometimes. They actualy talk to forum members and solve issues. I've been helped numerous times - and no one has ever given me the rolling eyes emoticon for what they considered common knowledge. Apparently they have something good going on and people actually enjoy helping each other out instead of what you get on here 80 percent of the time.

Ralph Cramden wrote:

WTP-GC wrote:
One thing that might make this whole idea work better is that GD does allow for mobile techs to service their units under warranty. This was a selling point made to us, but I've read numerous posts on the GD owner forum and FB groups where GD did indeed offer mobile techs. I don't know what other manufacturer's do this, though I doubt its exclusive to GD.

Other manufacturers will authorize mobile techs for warranty repairs, but first you need access to one. Believe it or not in a lot of areas of the US you're not going to find one, at least not close. Finding one in somewher like Florida that is an RV mecca is different than finding one in north central PA, the middle of VT, or in Northern states with 8 or 9 month seasons.

Are they going to reimburse the mobile techs travel expenses under warranty if he's traveling 60, 80, or 100 miles or more to get to your location?

Is the mobile tech going to accept the amount the RV manufacturer pays for a specific warranty repair, which is typically a lesser amount.

Is the mobile tech going to do the documentation the manufacturer requires to authorize the repair?

Most likely you'll be paying the mobile tech out of your pocket, then getting reimbursed by the manufacturer. Those numbers may be far apart by the time you make up the difference between what the manufacturer pays and the tech charges.

That all sounds like a giant pile of unsubstantiated speculation. Furthermore, it's inconsistent with the accounts I've read on other forums/pages.