Do we have any recourse?

[MargaretB]

We bought a Forest River/PrimeTime Tracer 230 last fall. It was delivered with three non-operable windows (out of six) and a broken shower door. The dealer ordered the new shower door and replaced it a few months later. We also had him order new windows.

One window has been replaced and works fine. The other two were replaced but don't work.

We took the trailer out in March and while driving up I-5, the secured shower door shattered again. Who puts glass shower doors, even tempered glass, in a trailer???

We took the trailer back to the dealer in May for yet another shower door and two more new windows.

Today we learned that the new shower door doesn't fit right, and of the two windows, one works but harder than the original and the other doesn't work at all.

We mentioned to the very helpful - seriously - service guy that we're fed up with a trailer we've been able to use twice in 8 months. We were told that the dealer would never take it back but would tell us that "everything has its glitches." Yes, but these seem to be unfixable due to lousy design. (In fact, when I called the service guy from the road when the shower door broke, he said that the rep had acknowledged that it's a lousy design.)

So our next step is...? We've put some money into customizing it and adding Stuff like a dry-cell battery. At this point, we want back what we paid for it, since we're not about to travel in a trailer in which 1/3 of the windows don't work.

Any suggestions? TIA.

[MargaretB]

Great that you can do that, but we can't. Our dealer is providing good service but it appears that the manufacturer's parts are defective, since they've installed one window three times and it still won't open. I was asking about what SoundGuy said:

"it's a classic case of why it's so important to pick the right dealer when purchasing a trailer. "

[gmw_photos]

MargaretB wrote:


....snip.....

How do you know if you're picking a "good dealer"?

Sadly, it can be hard to find "good dealers". So I just do all of my own work. Even when it was new and "under warranty". It was easier for me to fix it at home, and know it would be done right, than to hook it up and take it back ( maybe several times ) to a dealer that may or may not fix it right. I want to use it, not wait for it to be fixed on "their schedule".

As I always say, "some assembly required".

[MargaretB]

Right now, neither of the newly installed windows will open. They are trying to get the mfr. to solve the problem.

And they just asked if we object to having clear shower doors instead of obscure. We don't care, as long as all three panels match and can be secured so they don't break. The issue is with the securing mechanism, which doesn't seem to be able to hold them in place under tow. We had to packing-tape them in place to get the rig home.

We bought this unit because we liked it, so returning it is a last resort. We want to be able to use it safely and as intended. Exploding shower doors and unopenable windows are neither.

The unit has spent several months on the dealer's lot (most of November and a goodly chunk of December and January) awaiting the parts to arrive and the service dept's schedule to work on it. Right now, it's been there for three weeks. We have short trips planned and aren't sure it will be "fixed" in time.

How do you know if you're picking a "good dealer"?

[GaryWT]

I can understand being upset and wanting everything fixed. A good dealer should be able to do that for you. Sounds like you are up to 5 working windows so one more and you are good to go. We rarely open the windows but I do think they all open. As for the shower, yes the warranty is to get it fixed but if it is a design flaw then maybe it is time to try something else. You should have a temp fix anyway so you can camp while waiting for a new one to come in. When it comes in, tell your dealer you want an appointment and you plan to wait for it so you do not miss any camping time.

[SoundGuy]

MargaretB wrote:
At this point, we want back what we paid for it, since we're not about to travel in a trailer in which 1/3 of the windows don't work.

Well, that's not going to happen, you bought the trailer, you own it. Yes, you bought the trailer from a dealer who in turn purchased it from the trailer manufacturer but any warranty you have is a factory warranty and any repairs completed under that warranty are entirely up to the discretion of the trailer manufacturer. Yes, your dealer is your best representative in situations like these but human nature being what it is some are better at it than others. Some dealer staff won't give up when they don't initially get approval for warranty repairs and will try repeatedly to convince the manufacturer's warranty rep that repairs should be authorized, others won't ... it's a classic case of why it's so important to pick the right dealer when purchasing a trailer. Sometimes this tactic is successful, sometimes it's not, with success often depending on the relationship your particular dealer has with the trailer manufacturer. You can bet a dealer that annually sells 300 trailers of a particular brand will carry a lot more weight with the manufacturer than one who sells 50 ... it's just the way the world works. Rarely though will trying to dump your problems on to the lap of the trailer manufacturer's warranty rep ever get you anywhere as you're the last person they want to talk to, that's just internet folklore ... their view is there's already a process in place that has your dealer representing your interests to the manufacturer. You've spoken well of your service person but since you still don't seem to be getting the results you want I'd suggest to take your concerns as high as they can go at the dealership, to the general manager or owner. Rest assured though, no one is going to buy back your trailer or reimburse you "what you paid for it".

[MargaretB]

Yes. The sequoia didn't have the payload capacity to handle the hitch and us. We couldn't have carried anything else in it at all. That, combined with another unrelated issue we learned about, caused us to get rid of it. Good strong vehicle, but the cargo capacity was ridiculously small.

[westend]

MargaretB wrote:
Both the C/S and sales reps have Forest River e-mail addresses, not PrimeTime. Does that matter?

No, it doesn't matter.

I see you have a Ford F-150 in your signature line. Was there a problem with the Toyota?

[MargaretB]

Both the C/S and sales reps have Forest River e-mail addresses, not PrimeTime. Does that matter?

[MargaretB]

Thanks - that's good to know. I'll check their website.

[autorot8]

Go to manufacturer. Prime Time was always very responsive, friendly, and helpful to me.

[MargaretB]

We haven't yet spoken with the mfr. rep, because we just learned about all this an hour or two ago. I'm trying to find out if we should pursue this with the dealer or bypass him and go directly to the mfr.

[MargaretB]

The windows have been replaced twice and still don't open. There's nothing in the track. The frames got bent in the manufacturing/installation process.

Yes, we could replace the shower door with a curtain. But then what's a warranty for?

[Old-Biscuit]

What has been RV Mfg. Representative's response? You have been in contact with them ...right?

[hawkeye-08]

The next step when the dealer doesn't fix it is the manufacturer.

My Dad got a new trailer last fall and several of the windows would not open. Turns out there was some dirt in the tracks that needed cleaning and then they worked fine. I don't know why yours don't work, but if it is because they won't slide, I think that is common and usually pretty easy for the owner to fix.. shower door shattering, something is hitting it or something is flexing to cause that. If you don't want glass, change it. We have a sliding plastic shower door, if it fails for some reason, likely just put a shower curtain in its place..

[93Cobra2771]

Time to escalate with the service department (step up to the manager) at your dealer, or find a new dealer.

As far as glass shower doors, plenty of them on the road without issues. You are not going to get back what you have in it. That's simply not going to happen.