Grand Design Support Disappointing

[SeeLDee]

Been in our 2018 Refection 303 RLS for two weeks; like the features, and the floor plan. My advice is not to rely on the Grand Design for support; ensure that the retailer is knowledgeable and willing to provide the needed support. I can share more details.

In an attempt to obtain the correct connections from the tow vehicle cable to the trailer harness in the gooseneck junction box, I communicated 18 times, for over a month with three different head office service personnel, including two regional service mangers (Tippett, DeWayne). I was ignored, received negligible useful information and inaccurate information. Their final communication was “I would suggest you take the unit to a service center to have them figure out the wiring on this 7 way as I have nothing else I can provide.” I find it implausible that any manufacturer would not have available, for the assemble line tradesman, instructions for this multi wire connection. Fortunately, my local dealer finally received an identical unit and we were able to copy the connections.

[hawkeye-08]

Just reading between the lines, I am thinking OP wanted to know how to wire connection for trailer on the tow vehicle. They could have easily started this conversation before getting the trailer so they could actually pick it up? They likely got sent a 7 pin diagram, but wanted more.

Good advice, take it to a shop and have them do it.

[mike-s]

OP seems to be a one hit wonder, just looking for affirmation. Didn't get it, they're probably scared off now.

Most manufacturers expect the dealers to handle these things. If a dealer doesn't know and has to get the answer from the mfg, then they know the answer for the next customer who comes along. Much more efficient than the mfgs dealing with customers directly. Try calling GM or Ford directly with a question about wiring.

[beemerphile1]

SeeLDee wrote:
Been in our 2018 Refection 303 RLS for two weeks; like the features, and the floor plan. My advice is not to rely on the Grand Design for support; ensure that the retailer is knowledgeable and willing to provide the needed support. I can share more details.

In an attempt to obtain the correct connections from the tow vehicle cable to the trailer harness in the gooseneck junction box, I communicated 18 times, for over a month with three different head office service personnel, including two regional service mangers (Tippett, DeWayne). I was ignored, received negligible useful information and inaccurate information. Their final communication was “I would suggest you take the unit to a service center to have them figure out the wiring on this 7 way as I have nothing else I can provide.” I find it implausible that any manufacturer would not have available, for the assemble line tradesman, instructions for this multi wire connection. Fortunately, my local dealer finally received an identical unit and we were able to copy the connections.

Two weeks and yet trying to resolve an issue for over a month? - does not compute.

Was there a defect, or were you just wanting free help after the sale?

Grand Design has a very good customer support reputation although they have recently been sold.

I suspect you may be one of those "impossible to please" customers.

[1492]

[Redwoodcamper]

All it takes is a Google search to understand brake connection wires. Or a tester, which should be in every males tool kit.

[mbopp]

Are you on the GD Owners Facebook page or the GD Owners Forum?
Bill Martin on the FB page is extremely helpful in cutting through any roadblocks to customer service. And GD monitors the Tech Corner sub-forum on the GD Forum site.
I'll echo Rincon - yes I've had a few issues with my GD, but the factory really came through where the dealer's service dept didn't. GD's customer service take a back seat to no other manufacturer. I'd buy another GD in a heartbeat.

[RinconVTR]

I own a Grand Design 2800bh and have found their customer support exceptional. Absolutely exceptional. Do they have the answer to every question and concern, no. Do I feel 100% content with every reply. Nope. But they respond and do the best they can every time, with practically no delay.

Now ask me how I feel about my dealers service department and you'll hear the exact polar opposite. May be the techs are ok, I do not know. It's those I have no option but to interact with that are completely inept. To the point its actually sad and wonder how they are still employed.

No brand nor dealer is perfect and there are good and bad everywhere, but in general GD's customer service simply doesn't compare to other RV manufactures. They are in a league of their own, in a good way.

[ScottG]

Having similar issues with Northwood, marketing guy there wont return emails either.
Seems like after the sale they stop working.

[Lwiddis]

Your "for two weeks" then "for over a month" turned me off. Don't mind complaints but don't be contradictory.

[timmac]

Jeez its a easy to do job/fix, why call 18 times, just take it to a shop that installs hitches they can get er done for you..

[jarata1]

Grand design has a very good reputation

[Mortimer_Brewst]

I'm not sure whether the problem was with your fifth wheel or your truck. If it was your fifth wheel, it seems like you should have started with your dealer. If they can't resolve the problem, then go to Grand Design. If it was a problem with an connection on your truck, how is that an issue for Grand Design?

[ford_truck_guy]

Ok ,

IK you only had the trailer for 2 weeks , HOW did you-- "communicated 18 times, for over a month with three different head office service personnel, including two regional service mangers (Tippett, DeWayne). I was ignored" ..

With that said, glad the dealer got you fixed or figured out..

I believe this may be the first cad report I heard about GD ??