very disappointed in Grand Design

[Fsalmy]

I did take it to a dealer per Grand Design's instructions. The dealer measured the slide per the Lippert form Grand Design sent us. Lippert approved the warranty repair at Lippert's expense after Grand Design sent them the measurements.

All that needs to happen now is for Grand Design to sip the parts to the dealer. The dealer has agreed to perform the repairs for the amount of $$$ Lippert approved.

But, in the 2 weeks since Lippert approved repairs, I cannot get a single reply from Grand Design (after repeated attempts) to inform me as to if and when they intend to ship parts.

Grand Design is doing nothing to help me with a RV that is useless until repaired.

The dealer should be the one contacting GD for the parts under warranty, not you. I can speak from experience that parts shipping from GD, both directly to the consumer and to the dealer, are delayed weeks to months depending on the part needed.

[WhittleBurner]

Lippert does not owe me warranty. They are a supplier to the RV manufacturer. Warranty has to come from the manufacturer, or not at all.

Kelly, I understand your frustration. Since lippert approved they should be able to send parts to the dealer. Have you gone past the CS rep at GD... like speak to a supervisor ?
Or go another step and contact Jerry McCarthy (VP Service Operations): [email protected]

[WhittleBurner]

Lippert does not owe me warranty. They are a supplier to the RV manufacturer. Warranty has to come from the manufacturer, or not at all.

Give Lippert a try, you might be surprised. Several years ago we had a weld on a hanger break on our 303 which was 4 years old at the time and out of warranty. Called Lippert and they sent a roving repair truck to our site in Florida to fix it, which took most of the day. Never got a bill just a smile and there you go you're all set. This past week I called Lippert to get some suspension parts and could not have been treated any better. Lippert stands behind their parts and will try to take care of you.

[Kelly Myers]

@WhittleBurner Thanks for the reply. Yes I have tried asking for a supervisor at Grand Design to intervene. No results from that either, nobody at Grand Design seems interested in helping me.

I'll try reaching out to Lippert, thanks for the suggestion.

[Kelly Myers]

The dealer should be the one contacting GD for the parts under warranty, not you. I can speak from experience that parts shipping from GD, both directly to the consumer and to the dealer, are delayed weeks to months depending on the part needed.

The local Grand Design dealer refuses to book appointments for me because I bought the RV in Texas and have now moved to Colorado. They stated plainly they will only book service for people who bought their RV at their dealer.

I communicated this to Grand Design, and told them there is a Jayco dealer willing to help me. Grand Design specifically authorized me to go there.

That's why the dealer isn't in the loop on the parts order. Grand Design assured me that once Lippert approved repairs they would ship parts immediately. They lied. They aren't helping at all.

[Soundsailor]

Grand Design assured me that once Lippert approved repairs they would ship parts immediately.

The parts to repair a warranty issue for our trailer that were authorized by both Lippert and GD are still awaiting delivery, you are not alone. There's a crush of activity that simply can't be handled given the current infrastructure. I'm sure that GD is trying to build up their workforce, they are competing with every other RV manufacturer.

[ajg617]

Kelly, I understand your frustration. Since lippert approved they should be able to send parts to the dealer. Have you gone past the CS rep at GD... like speak to a supervisor ?
Or go another step and contact Jerry McCarthy (VP Service Operations): [email protected]

That's the route I would take and the other word I would include is safety as in 'is my rig safe to use/tow'. That got GD's, Lippert's, dealerships attention resulting in a quick appointment for a frame inspection that required the filon to be dropped just to measure. That after I received a terse email from the GD regional service rep that I was not to contact GD, Lippert or any other supplier directly. Sorry, I've paid for that privilege.

[Kelly Myers]

The parts to repair a warranty issue for our trailer that were authorized by both Lippert and GD are still awaiting delivery, you are not alone. There's a crush of activity that simply can't be handled given the current infrastructure. I'm sure that GD is trying to build up their workforce, they are competing with every other RV manufacturer.

Oh I understand supply chain issues. That's not the problem here.

My problem is that Grand Design is refusing to say IF they are willing to try to ship parts, much less WHEN. Once Lippert authorized the repair, Grand Design started ignoring me completely. The issue is that they aren't communicating as to whether or not they intend to honor their obligation.

[Soundsailor]

Oh I understand supply chain issues. That's not the problem here.

My problem is that Grand Design is refusing to say IF they are willing to try to ship parts, much less WHEN. Once Lippert authorized the repair, Grand Design started ignoring me completely. The issue is that they aren't communicating as to whether or not they intend to honor their obligation.

Yeah, I so totally get what you're saying, it is very frustrating when your attempts at communicating are met with crickets (silence). Just think of the crush of emails and phone calls that GD CS gets as a "supply chain issue". The good news, while it took me much longer than I'd like to get a response from GD, once I did I could see that they value me as a customer and want to help.

[Brad777]

I'm sorry to hear your having issues with their customer service. Grand Design has provided outstanding service to me. Not sure who you've been dealing with...I've worked on several occasions with Austin Paulus ([email protected]). Give him a shot, it could be a newbie your working with.

Best wishes!!