Calling Grand Design customer service.

**el Rojo** · 01-06-2020, 11:15 AM

This PSA is to help new members of this community in regard to Grand Design Customer Service.

These customer service representatives bend over backwards to help us keep our RV's repaired.

I would like to suggest that anyone having an issue with their dealer's service department to give Grand Design customer service a call to see if they can help expedite your repair. Many times we hear stories about the dealers service departments blaming Grand Design for dragging their feet and when the customer calls Grand Design customer service there is no record of any warranty claim or parts ordered from the dealer.

I'm not suggesting to call GDRV right off but if you start getting frustrated with the dealer give GDRV a call before feelings escalate to being mad. They may be able to help expedite your service call or find another solution for getting your RV repaired. You have to remember though, that the dealer is GDRV's customer and not their employee so any prodding on GDRV's will be a request and not an order.

When and if you call GDRV customer service be courteous...this will probably be the first time GDRV has heard of this issue. It's OK to be frustrated but not ugly. Ugly won't get you very far.

Grand Design can authorize mobile techs or other RV repair shops for warranty work if the situation warrants it. Also, GDRV has several of their own
mobile techs around the country to assist and train their dealer network and do recalls and emergency repairs at rallies.

This is one thing that sets Grand Design apart from many other RV manufacturers.

Red

**Canyonlight** · 01-06-2020, 12:28 PM

Red referenced the GDRV mobile techs. Thanks, for this good post, Red !

Here's a picture of some of the mobile tech trailers I took at the national rally at the end of the day in August 2019. Attached is another picture of techs working in our area of the campground and a picture of friends standing in the techs trailer from our region.

These dedicated, caring, courteous, knowledgeable, go above and beyond, and hard working techs are assigned territories and travel all around the US W/I their territories. We gave them a well earned standing ovation at one of the evening sessions. These folks are great and no other manufacturer is offering this service as I understand it. They also love their jobs. I suspect some of you have seen these trailers traveling the country and/or at dealerships.

Dan

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**mgeiger** · 01-06-2020, 06:10 PM

Thanks for the post Red. Grand Design bends over backwards to help all of the owners. They are the first manufacture to have their own techs on the road to help with our issues.Sometimes a quick call will answer the question we have due to the knowledge of the customer service personnel.

**WhittleBurner** · 01-06-2020, 09:02 PM

Not only does GD have trucks on the road but so does Lippert. We had our brackets on our springs fixed about a yr and a half ago by a Lippert truck they sent to our site here in Florida.

**orbiker** · 01-06-2020, 10:22 PM

I agree with touching base with GD customer service. They helped with the progress of our refrigerator replacement in our 2016 380TH. The dealer and Norcold were dragging their feet so bad, that things had stopped progressing. GD stepped in and the next week we were back to camping. KEN

**JCZhome** · 01-07-2020, 07:53 AM

Very well said Red!

**joebethbark** · 06-04-2020, 02:51 PM

This is what we heard over and over as we were contemplating the manufacturer of the rig we would purchase for our full time journey! That is why we chose GD. So far we are not impressed. Got our 390 in March ... needing someone to fix our kitchen slide as it is way off!! Since we are full timing we are no longer near the dealership we purchased from and GD won't even consider looking at it as they are trying to catch up from COVID as are all other dealers anywhere near us. Telling us we would need to drop the rig and leave with them for 2-4 weeks to be able to get to it. WE LIVE IN IT! Can't be without a HOME for that long... this was not the impression we had when looking into the full time lifestyle ... especially with GD. Trying to be understanding but it's gotten very stressful. Several other issues we are dealing with with this new rig as well.

**Canyonlight** · 06-04-2020, 03:36 PM

Originally Posted by joebethbark

This is what we heard over and over as we were contemplating the manufacturer of the rig we would purchase for our full time journey! That is why we chose GD. So far we are not impressed. Got our 390 in March ... needing someone to fix our kitchen slide as it is way off!! Since we are full timing we are no longer near the dealership we purchased from and GD won't even consider looking at it as they are trying to catch up from COVID as are all other dealers anywhere near us. Telling us we would need to drop the rig and leave with them for 2-4 weeks to be able to get to it. WE LIVE IN IT! Can't be without a HOME for that long... this was not the impression we had when looking into the full time lifestyle ... especially with GD. Trying to be understanding but it's gotten very stressful. Several other issues we are dealing with with this new rig as well.

Joe & Beth - trust you were working directly with GDRV Customer Service Center in Indiana ? If so, I am surprised that did not authorize you to work with a local (wherever you are) mobile service tech if cannot work with a GDRV dealer where you are. You are under warranty it appears.

Is the issue such that a dealer or mobile tech cannot address it and only the factory can because the slide has to be removed or hyper-extended as the term they use? What exactly is going on........any pictures or videos to share ?

What are the other issues you need help with ?

Dan

**Brewhedd** · 06-04-2020, 08:04 PM

I don't know what you would have to do to get a visit from one of their techs. After I told GD I had about $900 spent on fuel and tolls for warranty visits to the dealer if they told me they were sending a tech that would have been great. GD has fixed my problems but the idea is to not have a long list. That said, they approved the labor for replacing my awning fabric when Dometic wanted me to pay it. I also had a Forest River Rockwood, no problem with warranty work but only had 3 warranty problems. Roll of the dice.

**livinthelife** · 06-04-2020, 08:43 PM

Originally Posted by Brewhedd

I don't know what you would have to do to get a visit from one of their techs. After I told GD I had about $900 spent on fuel and tolls for warranty visits to the dealer if they told me they were sending a tech that would have been great. GD has fixed my problems but the idea is to not have a long list. That said, they approved the labor for replacing my awning fabric when Dometic wanted me to pay it. I also had a Forest River Rockwood, no problem with warranty work but only had 3 warranty problems. Roll of the dice.

They wouldn't be "sending you a tech". But they would approve you finding and using a mobile tech (or repair facility) in your area. That's how we had most of our "covered" work done. We were approved to use our repair facility, paid the bill, submitted to GD and got a reimbursement check.