Grand Design Customer Service Vent/Rant

[minnow101]

...I have dealt with gd customer service and they have been good…. Just remember the customer service reps at GD work on quotas for getting stuff fixed!!!! They probably make bonus for getting units fixed !!...

I find that very hard to believe. In fact I would tend to believe company bonuses would be based on just the opposite. As a denied claim saves company $$ and an approved one costs them $$.

[Rabbit]

I too had very positive experiences with GD’s CS (Mel W) and cooperation between it and my dealer, Northgate in GA. Quick cooperative fixes on a Dometic fridge door defect and the infamous Furrion thermostat. Very happy with our 2022 “Covid” 3100RD.

[trailrydr]

I find that very hard to believe. In fact I would tend to believe company bonuses would be based on just the opposite. As a denied claim saves company $$ and an approved one costs them $$.

However, IF a customer feels that their issue was handled appropriately, not neccessarily always in favor of the customer or the bottom line, the amount of brand loyalty and reputation can offset both positively in future sales. And that is where a business is successful in gaining market share in an industry with lots of recent reported poor results.

Not everyone is always going to be happy, but, atleast everyone MAY understand how/why the outcome was reached while still being handled with respect.

[AZMike]

I have had nothing but excellent service from Grand Design Customer Support. My dealer Service Reps, not so much (I'm being kind).

[ajg617]

It's nice to hear all these good news CS stories. But, I am still miffed that GD's regional service manager covering our area told me NOT to call Customer Service or LCI or Reese and work only through the dealer. That was not possible while on the road 80 days this year and concern of frame issues were uncovered and would not authorize a mobile tech. Maybe that person just had a bad day. On the flip side, GD has approved my requested warranty repairs (cosmetic on delivery, electrical, slide out adjustment) to the dealer and parts are ordered. So we'll see how that goes moving forward. With respect to one item I do plan on involving Customer Service directly since I can't get the dealer to understand the issue in order to put in a warranty claim with GD. A separate issue is trying to get the dealer to replace the valve on the Reese Goosebox which they installed - not a GD problem.