I've tried to edit this to make it short as possible, but brevity does not seem to be one of my strengths. (see, I could've used the contraction, doesn't, but I did not/didn't)
Last week, dropped off our 378MBS at the selling dealer for a slide box that appears to be out of square. There is no clearance between the slide box wall and side wall at the upper left and lower right corners, but 2.5" of clearance at the lower left and upper right of the slide box. I measured the diagonals of the inside of the box and there is a 1.5" difference. I've posted about this elsewhere on the forum.
We purchased the 378 from a dealer in NC. A more-local dealer in VA has been servicing our rig since our purchase (they also serviced our previous Reflection) and this dealer has performed several slide "adjustments" on this slide starting 3 months after we took delivery (Sep '21). The local dealer submitted the most current slide issue as a warranty claim to GD in September of this year. Our 1-year warranty expired at the end of June, 2022, but the dealer thought this might be covered under the structural warranty, or since it appears to be an ongoing issue from 2021, it might be covered under the 1-year comprehensive warranty. GD denied the claim stating slide adjustments after the first 180 days are the customer's responsibility.
I called GD in Sep 2022 and spoke with a person whose name starts with an 'S'. (Not sure if it is appropriate to name this person, so just using first initial for now.) I asked what was submitted by the dealer and the rep told me that was privileged information and he/she could not share that with me. However, he/she did tell me that there were no photos or measurements of the slide box or description of the problem (nothing about how the slide seals had torn again in the exact same location due to rubbing of the slide box wall against the slide opening). There was nothing but a warranty claim for "slide adjustment". I then contacted the local dealer's service writer, warranty manager, parts manager, service manager, and even the controller to understand what was actually submitted to GD so I could go back to GD and further support my claim. The only response I got from the local dealer was an email from the service writer stating, "You will have to fight with Grand Design". That's it. All additional attempts to contact the local dealer via emails, texts, phone calls were completely ignored. I was ghosted. I have no idea why as we have always had a good relationship with this dealership. In fact, I consider the service manager a friend and we use to talk often on the phone or via texts regarding things unrelated to RVs. (This dealer was acquired in August by a larger dealer out of Vermont, so perhaps something came down from corporate regarding not servicing rigs if purchased elsewhere.) A few days later, still in Sep 2022, I contacted GD again, and by luck, 'S' answered the call. He/She was somewhat rude from the onset, but nothing I couldn't handle. After a few minutes, he/she suggested my only option was to take the rig to the selling dealer in NC. So I did.
I could not get an appointment at the selling dealer (4 hrs away) until Dec 2. I dropped off last week. Due to illness sweeping through the service department, they could not look at the rig on the day of drop off as planned and that it would be at least 3 weeks before they could diagnose (basically take all new measurements and photos). I didn't have much choice, so I left the rig. Before I left, the service manager asked me to contact GD directly for a new case number. After calling every morning at 8am for 4 days, I finally got through today. Guess who answered the phone? Yep, 'S'. Once I gave 'S' the VIN and my name, 'S's' attitude immediately became combative. I politely explained why I was calling. 'S' became even more belligerent, raised his/her voice, lectured me, interrupted me numerous times, and was incredibly condescending. All the while, I remained calm and polite trying to get GD to help us formulate a plan and resolve an issue that prevents us from using our rig. He/She even lectured me about how there is "no possible way a GD-constructed slide box could be out of square like a Jayco or a Forest River" and "there is no way this will be covered under warranty". 'S' then proceeded to read me the list of 70+ warranty claim items submitted for our rig, stating at the end, "not once has there ever been a submission about the slide box being out of square!". This mostly one-sided "conversation" lasted for ~15 minutes with only an escalation in 'S's poor attitude and tone. At one point, I even asked why 'S' was so angry, but I got no response as 'S' couldn't even hear the question due to talking over me.
This was easily the worst customer service experience I have ever had, and that is saying something given my experiences over many years. Although I remained calm and stood firm, when I hung up, I was livid. I was also angry with myself for not recording that conversation. It was simply unbelievable and completely unacceptable. I know GD doesn't monitor this forum. I just wanted to share my very atypical experience with Grand Design. I spoken to GD customer service several times in 2019, 2020 and 2021. All reps were always polite and tended to bend over backwards to provide support/help/advice/parts. Something changed in 2022. The 3 other customer service reps I have spoken with in 2022 were not very helpful. In fact, I'd say most were on the side of unhelpful and seemed as though they couldn't care less, but at least they were never rude. 'S' brought it to an all new level. When I asked to speak to a supervisor, I was told, "I am the supervisor".
The selling dealer thinks there is a 50/50 chance we will need to take our rig back to the factory for repairs. After this experience, I'm happy to dump the rig in GD's parking lot with a To: 'S' tag on it.
/rant-off
Last week, dropped off our 378MBS at the selling dealer for a slide box that appears to be out of square. There is no clearance between the slide box wall and side wall at the upper left and lower right corners, but 2.5" of clearance at the lower left and upper right of the slide box. I measured the diagonals of the inside of the box and there is a 1.5" difference. I've posted about this elsewhere on the forum.
We purchased the 378 from a dealer in NC. A more-local dealer in VA has been servicing our rig since our purchase (they also serviced our previous Reflection) and this dealer has performed several slide "adjustments" on this slide starting 3 months after we took delivery (Sep '21). The local dealer submitted the most current slide issue as a warranty claim to GD in September of this year. Our 1-year warranty expired at the end of June, 2022, but the dealer thought this might be covered under the structural warranty, or since it appears to be an ongoing issue from 2021, it might be covered under the 1-year comprehensive warranty. GD denied the claim stating slide adjustments after the first 180 days are the customer's responsibility.
I called GD in Sep 2022 and spoke with a person whose name starts with an 'S'. (Not sure if it is appropriate to name this person, so just using first initial for now.) I asked what was submitted by the dealer and the rep told me that was privileged information and he/she could not share that with me. However, he/she did tell me that there were no photos or measurements of the slide box or description of the problem (nothing about how the slide seals had torn again in the exact same location due to rubbing of the slide box wall against the slide opening). There was nothing but a warranty claim for "slide adjustment". I then contacted the local dealer's service writer, warranty manager, parts manager, service manager, and even the controller to understand what was actually submitted to GD so I could go back to GD and further support my claim. The only response I got from the local dealer was an email from the service writer stating, "You will have to fight with Grand Design". That's it. All additional attempts to contact the local dealer via emails, texts, phone calls were completely ignored. I was ghosted. I have no idea why as we have always had a good relationship with this dealership. In fact, I consider the service manager a friend and we use to talk often on the phone or via texts regarding things unrelated to RVs. (This dealer was acquired in August by a larger dealer out of Vermont, so perhaps something came down from corporate regarding not servicing rigs if purchased elsewhere.) A few days later, still in Sep 2022, I contacted GD again, and by luck, 'S' answered the call. He/She was somewhat rude from the onset, but nothing I couldn't handle. After a few minutes, he/she suggested my only option was to take the rig to the selling dealer in NC. So I did.
I could not get an appointment at the selling dealer (4 hrs away) until Dec 2. I dropped off last week. Due to illness sweeping through the service department, they could not look at the rig on the day of drop off as planned and that it would be at least 3 weeks before they could diagnose (basically take all new measurements and photos). I didn't have much choice, so I left the rig. Before I left, the service manager asked me to contact GD directly for a new case number. After calling every morning at 8am for 4 days, I finally got through today. Guess who answered the phone? Yep, 'S'. Once I gave 'S' the VIN and my name, 'S's' attitude immediately became combative. I politely explained why I was calling. 'S' became even more belligerent, raised his/her voice, lectured me, interrupted me numerous times, and was incredibly condescending. All the while, I remained calm and polite trying to get GD to help us formulate a plan and resolve an issue that prevents us from using our rig. He/She even lectured me about how there is "no possible way a GD-constructed slide box could be out of square like a Jayco or a Forest River" and "there is no way this will be covered under warranty". 'S' then proceeded to read me the list of 70+ warranty claim items submitted for our rig, stating at the end, "not once has there ever been a submission about the slide box being out of square!". This mostly one-sided "conversation" lasted for ~15 minutes with only an escalation in 'S's poor attitude and tone. At one point, I even asked why 'S' was so angry, but I got no response as 'S' couldn't even hear the question due to talking over me.
This was easily the worst customer service experience I have ever had, and that is saying something given my experiences over many years. Although I remained calm and stood firm, when I hung up, I was livid. I was also angry with myself for not recording that conversation. It was simply unbelievable and completely unacceptable. I know GD doesn't monitor this forum. I just wanted to share my very atypical experience with Grand Design. I spoken to GD customer service several times in 2019, 2020 and 2021. All reps were always polite and tended to bend over backwards to provide support/help/advice/parts. Something changed in 2022. The 3 other customer service reps I have spoken with in 2022 were not very helpful. In fact, I'd say most were on the side of unhelpful and seemed as though they couldn't care less, but at least they were never rude. 'S' brought it to an all new level. When I asked to speak to a supervisor, I was told, "I am the supervisor".
The selling dealer thinks there is a 50/50 chance we will need to take our rig back to the factory for repairs. After this experience, I'm happy to dump the rig in GD's parking lot with a To: 'S' tag on it.
/rant-off
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