warranty issues

[kjcamper]

Has anyone ever had a warranty issue getting resolved on their pop up? When I purchased my Flagstaff I received sets of keys for the different locks on the camper. The entry doors use one type of key, the storage compartments use another type of key, and I received a key that didn't fit anything. For the compartments I only received 2 keys, there are 5 doors that have locks. Well, one of the compartments stuck a bit when you turned the key and a key bent slightly. I took it to the dealer, told them the problem and asked for more keys. They fixed the lock but I did not get any more keys. I went back a few times and received the same run around at the dealer. Finally almost 10 month's after they said those locks that were installed were not the usual type of lock that they normally install and the key blanks were not available. The service manager said that they sell the type of locks that were supposed to be installed. I said that since they installed the wrong lock at the factory they should install locks for free or give me the locks and I will do it. They did not get back to me on this issue and I contacted Forest River, after a bit the only answer I received was, "We Have Keys", I called dealer and again he said they do not have that specific key. I contacted Forest River again with the key number and name and no answer back! I then decided to fix myself with locks from the hardware store. I contacted Forest River again and said I should really be reimbursed for those locks since it was a warranty issue. NO ANSWER BACK! So I contacted the better business bureau and wrote them up. The dealership will never get my business again and I have spread the word at campgrounds about the dealership! I really like the camper, I feel this was mostly a dealership problem or lack of solving a problem.

[waygard33]

I run my own 1 man business and to me it is all about relationships and customer service. I enjoy working with my customers and always invite them to contact me anytime and I will always try to do the best I can for them. It's the way I want to be treated and I try to treat everyone that way. Communication is the key.

Unfortunately, as some businesses grow, they lose sight of this. No one is worried about ongoing relationships (which besides making the job more enjoyable, they also lead to referrals and repeat business), and treating the customer right. Instead the employees feel no sense of ownership and show up only to collect a paycheck. No one takes responsibility for your problem.

Personally, I would do the best I could to get what service they owe me and then avoid giving them any of my future hard earned money. Maybe at some point, when business isn't what it used to be, they will wake up and smell the coffee.

These days, good customer service is more the exception, than the rule. Maybe not so much in the Pup business but in business in general. My personal pet peeve is going through a fast food line or drive through and the person taking my order or delivering it never says 'Please', or 'Thank you'. Sometimes I walk up to the counter and the person just looks at me and doesn't say anything. I just stare at them waiting for them to speak. After the long silence, they snap out of it and say something. Funny, but sad. When I actually do get good service, I make a point of letting the person know I appreciate their good service.

Anyway, that's my soap box. Good luck and if you don't get any kind of a turn around, I recommned that you at least talk to the owner of the dealership and as high up in Forest River as you can go. At least make them know how they have dissapointed you and wont' receive your future business.

[sacrawf]

I got all of my keys fine for my Rockwood, (another Forest River Product), but when I went to get more keys made, I found that it was a non-standard key blank.  No Wal-mart, Meijer, auto-supply store, farm store, or hardware store had the key blanks for the entry door (they all had the blanks for the storage compartment).  Your dealer was probably running into the same problem. I finally found that a local locksmith did have them in stock, and had him make several extra and spare keys at about $1.25 each.

[kjcamper]

Thanks for the feedback! Like I said in original post I changed the locks myself. Then I found out at a campground two weeks ago, this is a good thing. From what I understand a person could actually get keys for your camper when you buy it, and they would also fit other campers of the same brand. My keys for my camper doors fit all of the campers at the dealership! Hopefully the brand of locks I replaced them with are different enough. I only spent $25.00 for the 5 locks. Not a lot but I still feel snubbed by dealer. Since I found out about the key match with other campers I also spent an extra $28.00 on 2 entry door locks and the keys for these locks are way different than the originals even though the locks look the same. Basically I asked Forest River for a reimbursement of the 25 since I probably saved them a couple hundred and never received a response back from customer service. Sad,isn't it!

[Frankp]

We asked for extra keys when we purchased our Fleetwood Niagara and got them for no charge. I think having the right dealer makes a difference. But really, if someone wanted to get in they could very easily through the bundend.

[kjcamper]

We asked for extra keys when we purchased our Fleetwood Niagara and got them for no charge. I think having the right dealer makes a difference. But really, if someone wanted to get in they could very easily through the bundend.

Yeah I think everyone realizes that if someone really wants to break in it would be a snap. Sometimes you just want to be naive about it and feel that when you go camping the world changes and everyone is honest and hardworking! I tent camped for 38 years and had on occasion forgot to put expensive items in my truck and left for the day, no locks on tent and everything was fine.