Grand design Customer service?? LOOK AT THIS

[Brett_Rahn]

So I bought a new Grand Design 328M and all I hear is how great they are etc.
well here we go, My pamphlet that I got when looking at the trailer shows they have blue tooth stereo, Hey Great, I ask dealer- Yup they have it with interior package Great
go get it sign the papers and guess what NO Blue tooth I ask dealer, oh contact Grand Design OK
I was in Indiana so what better way then to go up take the tour, and ask. NO one knows or would answer that. So they tell me to get with Customer service
OK I emailed them and here is there reply-
Brett.....here is what I found out.

The DV-5100 which we no longer use does NOT have Bluetooth. It is being replaced by the DV-5600 which also does not have Bluetooth. All that to say, when the brochure you have was produced, Grand Design RV was using a stereo that had Bluetooth----the DV-1200. With product changes and different floor plans, things are subject to change without notice and this is one of those cases..........sorry. The DV-1200 will no longer work in the unit because we have switched the location of the stereo and will not fit in the cabinet. Thank you.

David Hilliker
Regional Service Manager
Grand Design RV

What a bunch of ****, so when I buy a burger at Burger king and get no burger, can they say this.

I would tell you all I am in Auto business and no way does this go on. The RV industries needs much better regulation and held to the standards of the Automotive world.

SO DONT FALL FOR ALL THE CUSTOMER SERVICE HYPE SAME OLD **** IN A DIFFERENT WRAPPER

[ramgunner]

Part of the problem is in the way Furrion numbers their systems. Our Grand Design 385TH was supposed to come with a 1200 in the front - it has an HDMI output and optical and coaxial audio inputs. Furrion came out with a 3100, with a really slick "advanced" looking display and a higher model number. You'd think it would at least have what the lower models do.

Nope.

It lacked HDMI and the digital audio connections. We needed those features for part of the A/V distribution system we had planned.

I contacted Grand Design and they sent us a 1200 even through they didn't have to. They didn't realize that the higher model number, newer looking unit had fewer features.

[2008Wildcat]

Putting in a Bluetooth radio....

[beemerphile1]

Brett Rahn wrote:
UPDATE
AFTER A COUPLE EMAILS, AND PHONE CALLS
GRAND DESIGN HAS EARNED AN A PLUS FOR CUSTOMER CARE, THEY MADE SURE I WAS HAPPY AND TOOK CARE OF ME 110%
YOU CANT IMAGINE HOW HAPPY IAM WITH THEM AND DEALER THEY BOTH DESERVE A HIGH 5 THANK YOU GRAND DESIGN, YOU MAKE ME FEEL LIKE WIFE AND I DID BUY THE RIGHT TRAILER AND ALSO WE FEEL AWESOME ABOUT OUR PURCHASE WITH YOUR COMPANY
THANKS AGAIN BRETT

Good to hear, can you share what they did to make you whole?

[fla-gypsy]

What exactly did they do to go from horrible to wonderful?

[Brett_Rahn]

UPDATE
AFTER A COUPLE EMAILS, AND PHONE CALLS
GRAND DESIGN HAS EARNED AN A PLUS FOR CUSTOMER CARE, THEY MADE SURE I WAS HAPPY AND TOOK CARE OF ME 110%
YOU CANT IMAGINE HOW HAPPY IAM WITH THEM AND DEALER THEY BOTH DESERVE A HIGH 5 THANK YOU GRAND DESIGN, YOU MAKE ME FEEL LIKE WIFE AND I DID BUY THE RIGHT TRAILER AND ALSO WE FEEL AWESOME ABOUT OUR PURCHASE WITH YOUR COMPANY
THANKS AGAIN BRETT

[glazier]

Their customer service is top shelf in my book. I will look at them before any other brand next time I am in the market.

[Carrera_man]

Wish they had a floor plan we liked as I would consider one of these next year when we go FT.

[Racerx11]

I WISH that was the only problem I had with my toyhauler!

[offtohavasu]

If you think this doesn't happen in the auto industry you're sadly mistaken. Example 2013 (add saddens me because I'm a bow tie guy) Chevy was advertising the Equinox coming with My link Entertainment system. Guess what, it didn't. Then they said it could be firmware updated. Nope! And that's just one recent example. So yes, it happens in the auto industry as well.

[3oaks]

Brett Rahn wrote:
My issue is with any rv I don't care who or what it is there is always a grey area. Like said above it showed it on build sheet, dealer says yes, and sales pamphlet shows it twice,

I never order anything based on a sales pamphlet or brochure. Like what was already stated: there is always a disclaimer. However, if the dealer says yes, I would have expected it to be there. And if it was listed on the build sheet, it definitely should have been there. No excuses! The manufacturer or the dealership should have made it right on their dime.

I currently have a new TT on order. My dealer sent the order to the manufacturer with a number of added options , several standard items that I wanted deleted, and a couple of modifications. The manufacturer then faxed a build sheet with all the changes listed item by item to be signed by me and returned to them. I will not accept the new TT if it does not come in as specified on the build sheet.

[Brett_Rahn]

My issue is with any rv I don't care who or what it is there is always a grey area. Like said above it showed it on build sheet, dealer says yes, and sales pamphlet shows it twice,

Who makes a replacement that is a good unit. Brett

[ksss]

The content of these trailers changes constantly for many reasons. HOWEVER, the salesman and RV dealership should be aware of current changes to content. A simple call to the regional rep could have saved this from happening. I am guessing that the salesman would have told him anything to close the sale. The dealership should make it right. Stating that the stereo is garbage anyway and that it should be replaced is silly. This is about keeping your word. IF the dealer said it has Bluetooth and it doesn't and that is obviously a main feature the customer wants, guess what, it leaves the yard with a Bluetooth stereo, simple as that.

[spadoctor]

EVERY RV brochure has the same disclosure concerning manufacturer changes....read the brochure you had when you ordered it. Friends just got a new Zinger and between mid September and late October the bedroom cabinets were changed to smaller ones....they liked the large cabinets...an actual selling point....but have no recourse because of the disclaimer. Not right but its the norm....as has always been in the auto industry

[bertschb]

Factory stereos are throw away garbage anyway - Bluetooth or not they should be replaced as soon as you get the RV. And if you want an idea about Grand Design customer service, I'd recommend spending a few minutes on the Grand Design owners forum. You will read about a lot of people who have had multiple RV's over the years and have recently switched to Grand Design because of their fantastic customer support. Their RV's aren't necessarily that much better than anybody else but their support is and that's why people are buying them. Don't lose faith in Grand Design just because they switched from one crappy stereo to another one.