Don Clark email on Frame Flex - warranty's extended to 2020 year

[ajg617]

Part of an email that just came in from Don Clark:

Rumors and misinformation have been swirling online regarding excessive frame flex across the industry including a small percentage of our large Solitude and Momentum fifth-wheel products. In each case, we have performed a thorough review and are working directly with our customers to resolve concerns.

We have also been working directly with our frame supplier, a third-party structural engineering firm, and industry experts to ensure that our products and processes meet and exceed industry standards. Our commitment to our customers is absolute and we continue to stand behind every product we build.

To show our commitment, effective immediately, our frame warranty is extended to 5 years on all Grand Design products. In addition, the 5-year frame warranty will be honored retroactively, from the date of retail purchase, starting with the 2020 model year. We continue to be confident in the products we make and want our customers to know that they will always receive top notch support including the best warranties in the industry.

 

[WhittleBurner]

That's a pretty stand up response, thanks for posting it.

 

[Calbar]

Part of an email that just came in from Don Clark:

Rumors and misinformation have been swirling online regarding excessive frame flex across the industry including a small percentage of our large Solitude and Momentum fifth-wheel products. In each case, we have performed a thorough review and are working directly with our customers to resolve concerns.

We have also been working directly with our frame supplier, a third-party structural engineering firm, and industry experts to ensure that our products and processes meet and exceed industry standards. Our commitment to our customers is absolute and we continue to stand behind every product we build.

To show our commitment, effective immediately, our frame warranty is extended to 5 years on all Grand Design products. In addition, the 5-year frame warranty will be honored retroactively, from the date of retail purchase, starting with the 2020 model year. We continue to be confident in the products we make and want our customers to know that they will always receive top notch support including the best warranties in the industry.

That is a very good response and I am happy to hear that. Shows why we purchased a Grand Design again. Thanks for posting this. Looking for my email as well.

Rob

 

[triplethreat]

I received the email yesterday also. It was refreshing to see that someone who is CEO of a company that large, still has a customer based quality commitment.

Quote from Don Clark....President and CEO of Grand Design: "At Grand Design, we are guided by our key principles and values: Do the right thing, put people first and be the best. These values always have and always will guide our decisions and focus our actions."

 

[Conner58]

That's great news !
There has been some bad apples out there and some big YouTube people have been living off of them .
We bought our grand design with nothing but good things being said .
Well so far we have been extremely happy with our unit!

 

[RVing in Michigan]

Part of an email that just came in from Don Clark:

Rumors and misinformation have been swirling online regarding excessive frame flex across the industry including a small percentage of our large Solitude and Momentum fifth-wheel products. In each case, we have performed a thorough review and are working directly with our customers to resolve concerns.

We have also been working directly with our frame supplier, a third-party structural engineering firm, and industry experts to ensure that our products and processes meet and exceed industry standards. Our commitment to our customers is absolute and we continue to stand behind every product we build.

To show our commitment, effective immediately, our frame warranty is extended to 5 years on all Grand Design products. In addition, the 5-year frame warranty will be honored retroactively, from the date of retail purchase, starting with the 2020 model year. We continue to be confident in the products we make and want our customers to know that they will always receive top notch support including the best warranties in the industry.

Yes! And all product lines! Not just Solitude and Momentum. Well done Don!

 

[txloser]

Yes! And all product lines! Not just Solitude and Momentum. Well done Don!

Besides the extended warranty, this is good because it’s means this is truly on someone’s radar to correct. Maybe a different design on new trailers and improved repair methods going forward. While the YouTubers made a few bucks on this, it probably helped many in the long run. If everyone just quietly dealt with this it would’ve been business as usual. Whether you’re an employee of or buying a product from a large company, they only react when the dollars may be affected.

Case in point, having owned a Jayco FW, many people, myself included experienced cracking under the bedroom slide of FW’s. This was due primarily to no relief cut being there from the factory. Never got popular in social media but cost a lost of people a ton of money to repair after warranty. They now have a relief cut on trailers, but were never forced to admit publicly there’s an issue or add warranty.

 

[BogeyBoyNevada]

Sure would have been nice if the same understanding went into Schwinteck slide systems or axles that were under sized as we have replaced both prior to selling the rig

 

[orbsah]

Our rig was built in May of 2020 (shortly after the factory reopened for Covid). We probably have about 30K+ miles towing (full time for the last 2 years) and are not seeing any of the signs/symptoms that have been described for this frame flex issue. Now that I see this letter, I'm wondering if within the next year I could arrange to have the factory take a look as a precaution. Or are they not doing anything until symptoms show up? Anyone in this situation? Thanks!

 

[Tom Traveler]

Part of an email that just came in from Don Clark:

Rumors and misinformation have been swirling online regarding excessive frame flex across the industry including a small percentage of our large Solitude and Momentum fifth-wheel products. In each case, we have performed a thorough review and are working directly with our customers to resolve concerns.

We have also been working directly with our frame supplier, a third-party structural engineering firm, and industry experts to ensure that our products and processes meet and exceed industry standards. Our commitment to our customers is absolute and we continue to stand behind every product we build.

To show our commitment, effective immediately, our frame warranty is extended to 5 years on all Grand Design products. In addition, the 5-year frame warranty will be honored retroactively, from the date of retail purchase, starting with the 2020 model year. We continue to be confident in the products we make and want our customers to know that they will always receive top notch support including the best warranties in the industry.

Looks like second owners of very new trailers aren’t appreciated quite so much. The “original owner” exclusion is a big out for many product warranties.

 

[ajg617]

Looks like second owners of very new trailers aren’t appreciated quite so much. The “original owner” exclusion is a big out for many product warranties.

You can choose to believe Changing Lanes on YT or not. Posted a live chat yesterday after an alleged phone call with Don Clark - indications were 2nd owners wouldn't be ignored despite the wording on the GD website (their words). Worth a phone call anyway.

 

[JKellerJr]

Case in point, having owned a Jayco FW, many people, myself included experienced cracking under the bedroom slide of FW’s. This was due primarily to no relief cut being there from the factory. Never got popular in social media but cost a lost of people a ton of money to repair after warranty. They now have a relief cut on trailers, but were never forced to admit publicly there’s an issue or add warranty.

Yep, My dad had that exact problem with his Pinnacle. Jayco used to brag that they didn't need that relief cut while everyone else did. Didn't work out to well. He got his covered but it took some effort and connections to do so.

 

[Probe1957]

Great. Let’s ignore the fact that the problem has been out there for months and many people have been forced to sign non disclosure agreements to get their Grand Design junk fixed or bought back. Really a stand up company. Way to go, GD.

 

[robmcqueen]

Great. Let’s ignore the fact that the problem has been out there for months and many people have been forced to sign non disclosure agreements to get their Grand Design junk fixed or bought back. Really a stand up company. Way to go, GD.

If Don Clark would have came out at the start of all these problem and took ownership of it and made a commitment to make things right this would not be as big of deal as it is and the value of these trailers would be higher. I have heard that most all grand design units have lost 30% to 40% of there value in the last 3 months. Did not have to be like this to bad GD dropped the ball. It is going to cost them millions in lost sale, bet that is why Don Clark sold off Millions of his share a few months back. Here is a article about it. https://www.webull.com/news/9070693790487552

 

[Probe1957]

Absolutely. This will be a textbook example, to college business majors, for decades, of how NOT to handle a problem. GD screwed this up by any measure.

 

[robmcqueen]

Absolutely. This will be a textbook example, to college business majors, for decades, of how NOT to handle a problem. GD screwed this up by any measure.

Totally agree, Have you noticed there are a lot of GD fanboys on here that can not accept the fact that there are issues and GD is handling it poorly

 

[Riverbug]

Totally agree, Have you noticed there are a lot of GD fanboys on here that can not accept the fact that there are issues and GD is handling it poorly

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[robmcqueen]

This is exactly the type of rude and unnecessary attacking type comment that makes me stop participating in other forums. But I like this one too much to leave, because these types of comments are few and far between. I don't mind that you disagree, just disagree respectfully. And I am not one that commented on this thread until now.

WOW Did not mean that to be a rude and unnecessary attacking type comment and it was not directed at any one individual. It was just my opinion I am not attacking you RIVERBUG sorry if your took it personal. Please explain to me what and why you think it was disrespectful.

 

[Probe1957]

This is exactly the type of rude and unnecessary attacking type comment that makes me stop participating in other forums. But I like this one too much to leave, because these types of comments are few and far between. I don't mind that you disagree, just disagree respectfully. And I am not one that commented on this thread until now.

Wow! Just look at the fawning over GD in this very thread. If you’re a fanboy, that’s okay. No reason to take offense. Or, is there?

EDITED TO ADD: I am delighted with my GD travel trailer, but that doesn’t lessen the fact that they really screwed this up big time and only decided to address it when it became obvious it wasn’t going away. This CEO is no hero. He should have owned this long ago.

 

[Riverbug]

Wow! Just look at the fawning over GD in this very thread. If you’re a fanboy, that’s okay. No reason to take offense. Or, is there?

EDITED TO ADD: I am delighted with my GD travel trailer, but that doesn’t lessen the fact that they really screwed this up big time and only decided to address it when it became obvious it wasn’t going away. This CEO is no hero. He should have owned this long ago.

Civil and respectful. Nothing more to add.