GD Factory Service

KIMandALLEN1988

Advanced Member
Joined
Feb 9, 2020
Messages
57
Location
Indiana
We picked up our 2023 Momentum 397 this week from the GD Customer Service Center in Elkhart, IN. Our original concern was some significant deflection in the rear toy hauler ramp door. There was a visible groove down the middle and the ramp was starting to hold water. We attended the national rally in August and brought this to the attention of GD service staff on site. They sent a tech over to our rig, took some measurements, photos, etc and told me to go and speak with a GD customer service representative at the main building. While very busy (and very hot), they were super accommodating and agreed to address the ramp door at their Customer Service Center in Elkhart, IN. I asked the rep if they could also evaluate for frame flex while they had our unit. We had very small indications of flex in our bedroom - dresser drawers not closing appropriately, and the bottom trim piece popping off of the wall. They included this request on our work order. The customer service rep asked me what dates would be least impactful to our travel schedule and we arranged for a drop off the first week of November. Drop off was easy, we walked through the RV, discussed the work order and actually added several items. I week or so later, the GD service advisor contacted us to let us know our unit flex'd out of specs when they checked it, and as such GD would be addressing any damage and applying the flex remediation remedies. They also let us know they would need the RV and extra week or two. We were provided updates via email a couple of times a week. They let us know last Monday that we were ready for pick-up and we made an appointment for Wednesday. On arrival our GD service advisor AND a shop foreman met us and took us to our rig, inside thank goodness, to go through things. While I wish none of the work was necessary, that being said, we were impressed. The list of items GD addressed was significant. Our ramp door was completely replaced and the FBP was matched to the 2 year fade on the main body, small items we asked for and some we did not were replaced - like drapes, mini blinds, entry steps tweaked, etc. And, the frame work, wow/yikes - front cap removed, multiple (10+?) triangular steel reinforcement plates were welded in place throughout the front cap/bedroom area, bedroom wall structural support plates replaced, bedroom gutted, linoleum removed, floor re-affixed to frame, sanded to level and linoleum reapplied, bigger lag bolts, bigger carrier bolts, outrigger plates replaced with beefier units, etc, etc. While our unit was already closed up, there were others open near by and the foreman showed us how many points were reinforced and how substantial the plates and welds appeared to be. On top of all of this, our RV was cleaner inside than when we took delivery, bed made, things organized, etc. Again, in a perfect world things would have been built correctly on the front end and none of this would have been necessary. However, we live in an imperfect world and I feel like, at least in our case, GD stepped up and took care of business. AP
 

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Ours is at the factory now as a follow-up to our April visit. In addition to my list, the initial email is they are replacing a couple of things that surprised me such as the cap lights and the underbelly and insulation with foam batt (I'm not sure what exactly that is?). I know there were four holes in the underbelly where the new hangers were welded on, but they were patched and curiously, I never saw any insulation when the holes were open. Don't think I had any water leaks in the island plumbing. But happy they are doing it nonetheless.
 
Just a follow-up - received a prelim repair order documenting the work GD factory performed and I must say I am stunned at what they found and repaired/replaced - items that the dealership was supposed to address but didn't and a bunch of things that I didn't know were problematic including replacing emergency window, two frameless windows, outriggers, secured the island, repaired bedroom decking, repaired welds, added additional strengthening, replaced LED strings, underbelly and wet insulation replaced (no leaks found so unsure why it was wet), lags with Sika and lock washers, 110V CB and more apparently.
 
Just a follow-up - received a prelim repair order documenting the work GD factory performed and I must say I am stunned at what they found and repaired/replaced - items that the dealership was supposed to address but didn't and a bunch of things that I didn't know were problematic including replacing emergency window, two frameless windows, outriggers, secured the island, repaired bedroom decking, repaired welds, added additional strengthening, replaced LED strings, underbelly and wet insulation replaced (no leaks found so unsure why it was wet), lags with Sika and lock washers, 110V CB and more apparently.
Awesome they're knocking out stuff. When they had ours what now is several yrs ago, things were fixed we didn't know was wrong either.

It'll be better than new when you get it back!!
 
It’s great to hear stories on what GD did for your units. It’s a long drive from Texas to have something major repaired. Wish dealerships would give out the same service.
 

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