Grand Design - Customer Service At It's Finest.

[TucsonJim]

Okay - For those of you who have been following my posts, you know that I've experienced quite a few quality issues with my 2014 337RLS. I just got off the phone with Jerry McCarthy and Don Clark regarding my experience. They were very apologetic for the problems I've encountered, and are standing behind their product 100%. They are going to send a driver to pick up my fifth wheel, take it back to Indiana, go through it with a fine tooth comb, and return it to me. I can't think of any other company that would have their owners and top managers get involved to assure the satisfaction of one customer. Bravo Grand Design, bravo!

 

[Lingerlonger]

Thanks for passing that news along to the rest of us, Jim.

I've been following your posts and blog entries since I joined the forum, and you've done a great job explaining the issues you've had. I suspect your approach (no drama, no vitriol, a lot of self-help, etc) contributed to this response. I am impressed with the way both you and the company have dealt with it.

Here's hoping you get the Reflection back soon!

K

 

[Knshook]

That is great news!

 

[Paul & Deb]

That sounds great Jim. Is there any one place that you have listed the issues you have had or are they just spread through many posts?

 

[CentralMichBo]

WOW! I knew they were men of their word from meeting them at the Rally but that is above and beyond what ANY other company would do! Bravo Grand Design team! I glad to be a member!!!!!!

 

[Canyonlight]

Awesome, Jim and Ginnie !!! This is amazing and confirms to the many of us who support and stand behind this outstanding company 100% how the bar has been raised..........this is impressive ! Talk about quality/service is cheap......action like this is incredible.......my hats off to the superior GDRV ownership group (Don/Ron/Bill) and to the entire GDRV team ! Exciting stuff !

Dan

 

[Navigator-MGRV]

Jim and Ginnie,

That's great news!!

After meeting the Grand Design owners and staff at the Rally last summer this is further proof that they stand by their word and don't just talk the talk!

We too have benefited from their pledge to take care of their customers. We're proud to be Grand Design owners!

Kathy

 

[TucsonJim]

I'll keep you all posted on how it goes. I am going to change the brakes and grease seals before it leaves though. I wouldn't want a driver exposed to a safety concern, and GD is reimbursing me for parts.

 

[mandolin57]

I agree Lingerlonger......Jim has been extremely professional in the manner he presented issues. Most of us have a tendency to fly off the handle at a certain point. I'm pretty sure I would have lost it a long time ago, but Jim taught us all a lesson on patience and persistence done the right way! We could all learn from his example! Congrats to you Jim!!!

Thanks for passing that news along to the rest of us, Jim.


I've been following your posts and blog entries since I joined the forum, and you've done a great job explaining the issues you've had. I suspect your approach (no drama, no vitriol, a lot of self-help, etc) contributed to this response. I am impressed with the way both you and the company have dealt with it.

Here's hoping you get the Reflection back soon!

K

 

[LCBoyer]

Jim, you can come down to Desert Trails and sit under my awning anytime

 

[WhittleBurner]

Jim I'm so glad for you that the trailer is going back to the factory. It's
nice to see Grand Design do all they can for the customers and after meeting the owners and Jerry at the rally this just solidifies
All they have said about taking care of the customers.

Soon you'll be able to enjoy your rig!

 

[TucsonJim]

Okay - the new brakes and grease seals have been installed, and the unit is on it's way back. Since it's leaving our balmy Arizona weather and heading to Indiana, I had to actually "winterize" it. This is the first time in my 30 year RV lifetime that I've winterized a trailer..

 

[Paul & Deb]

Okay - the new brakes and grease seals have been installed, and the unit is on it's way back. Since it's leaving our balmy Arizona weather and heading to Indiana, I had to actually "winterize" it. This is the first time in my 30 year RV lifetime that I've winterized a trailer..

Good luck Jim. I'm sure we are all eager to hear how everything goes. If you're comfortable with it would you mind PMing me a list of your issues? Mine goes to the dealer Thursday with a list of small issues and I would love the benefit of your list just to do some more specific checking of mine.

And, I wouldn't know the first thing abut winterizing!

 

[Justaguy]

re: winterizing RV.............do they even sell RV antifreeze in Tucson?

Good luck. I wish we were in Tucson...cold, cold cold in Kerrville, TX.

 

[TucsonJim]

UPDATE: I just received a report from Jerry McCarthy (GD Vice President) that our FW will be finished a week from tomorrow. Since I'm going to be visiting some relatives in Ohio, Jerry invited me to come over to the factory in order to do a walk through with their service guys to make sure everything meets our satisfaction. We're getting very excited to get our rig back and hit the road. Thanks much GRAND Design.

 

[WhittleBurner]

Be sure to bring your winter coat , it's been cold! Let us know how it goes

 

[LCBoyer]

I don't think I'd want to go to Indianna in January

 

[TucsonJim]

I just finished my visit to the factory this morning. The work is progressing nicely. My punch list of items are 95% resolved. I'm thrilled that they were able to fix the damage to the interior wall that the dealer inflicted.

 

[offtohavasu]

That's good news.

 

[dchrist1733]

I had a few issues fixed on my Solitude at the factory while at the Rally last year. Could not have asked for better customer service certainly better than any I have received from any RV dealer. They even did a walk through with me before I left to make sure I was satisfied. Never had a dealer do that.