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  1. #1
    Setting Up Camp
    Join Date
    Aug 2015
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    St. Albert, Alberta
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    Outstanding service from Grand Design (long read)

    We are almost home from a four week "breaking in the trailer" trip. We love our 337 RLS but we did experience a couple of issues that are now resolved.

    The more minor of the problems was a non functioning TV signal which with hours of patience and a test light and crawling in and out of the "basement" Peter was eventually able to diagnose as a faulty cable from the antenna to the TV and swap it out with the satellite cable which we do not intend to use anyway. Problem resolved just this morning; good thing we have been able to stay informed about what is happening in the world with reading the news online!

    The major problem which was resolved by working with Grand Design was a non functioning furnace. The issue existed from the first morning on this trip and we spent two weeks unsuccessfully trying to get service from dealers and mobile service people all along the way from Alberta to the Oregon Coast. In the meantime, we of course had telephone conversations with Atwood and Grand Design. JD and Brad Smith of Grand Design were very supportive and verbally authorized us getting a Mobile service but we were a couple of weeks into the trip until we had the good fortune of finding a technician on the Oregon coast who made time to do the diagnostics. He found that our Atwood furnace had a faulty gas valve. He ordered one from his distributor and late in the day on a Friday he informed us that the distributor did not have the valve because the furnace model is so new! Another urgent call to Brad's voice mail because it was now after hours on Friday, and a follow up email noting the urgency of the situation because we were waking up to temperatures in the forties INSIDE the trailer. Our suggested solution to Brad was that if a valve could be shipped to a dealer on our return route north through Salem, Oregon, that we would be able to catch up with it there.

    We are absolutely amazed at the the incredible service that ensued. On Monday morning at 9:30 EST Brad called us to say that Atwood would be sending the part from Salt Lake City to Salem later that day and later provided us with a tracking number. Within 24 hours the part arrived at Al's Trailer Sales in Salem. We understand that is highly irregular for Atwood to send parts to customers so we appreciate the strings pulled on our behalf by Brad at GD.

    Peter had watched/ helped the mobile technician during the diagnostics so was prepared to do the installation of the valve himself if need be, but to further add to our good service story, the service at Al's Trailer Sales in Salem, Oregon needs to highlighted as well. Within minutes of driving onto their lot, even before I had emailed Brad to telephone them to authorize the work, a technician was at work beginning the repair. By the time the furnace was blowing heat Brad had called Al's with the authorization and followed up by phone to me. Outstanding service!!

  2. #2
    Seasoned Camper dihtn1's Avatar
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    Mar 2015
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    We all hate to have those type of issues but how great was it you received outstanding service from both entities! Thank you for sharing your story.
    Dave and Anne
    2015 Ford F350 XLT 6.7l 3.55 Crew Cab/SB
    2016 Grand Design Reflection 337RLS w/King Size Bed and Dual A/C
    2 Golden Retrievers - Ivy 6 yrs and Ruby 2 yrs.

    [SIGPIC][/SIGPIC]

  3. #3
    Big Traveler
    Join Date
    Apr 2014
    Location
    Ocala, FL
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    Yes. Love reading the positive/good results stories. Great company we have all decided to become a part of.
    Scott and Jan Platt Ocala, FL
    Cameron(Son) & Chica(chihuahua)
    2014 Reflection 337RLS
    2015 Chevrolet Silverado 3500HD 4X4, Crew Cab, Dually, Diesel
    [SIGPIC][/SIGPIC]

  4. #4
    Travis4757
    Guest
    If that had been forest river, they would have told you to turn on your stove for heat....that is if you were ever able to get a human to return your distress call.

  5. #5
    Long Hauler
    Join Date
    May 2014
    Location
    NW AL/NE GA Mountains
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    And we now know how important it is to have a pair of electric heaters in any trailer in case there are any furnace problems.

    I bought a pair of Lasko ceramic heaters with fans for $48 delivered on Amazon.com. I don't even use my furnace very often.

  6. #6
    Site Sponsor
    Join Date
    May 2015
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    We have one of those oil filled heaters. Once it gets up to speed it works great and don't have to worry about the propane furnace and all that could go wrong with them. I honestly don't think Suburban has changed the design of that thing in 25 years.

  7. #7
    Long Hauler LCBoyer's Avatar
    Join Date
    Oct 2014
    Location
    Los Fresnos, Texas
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    You might want to check firehouse.com for a safety report on the oil filled heaters
    2018 Freedom Elite 24FE, 2 Yorkies, and my wife MARILYN, HAM call K0LCB. Traveling around this great country, making friends and seeing lot of beautiful and interesting places

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