Parts Shipment from Grand Design

[Paul Adams]

I have a new 2016 Grand Design Reflection 337RLS and have had a number of warranty issues requiring parts from Grand Design. We had the Anderson Kantleak valve fail twice and the furnace didn’t work the first time we needed to use it. There were other warranty issues, but they didn’t require parts from Grand Design.

Our dealer has been very cooperative in trying to get these issues dealt with, but is hampered by timely shipment of parts from Grand Design. It takes 4 to 5 weeks for parts to be delivered from the manufacturer in Indiana, even when the parts are in stock. We live in Canada so perhaps there are some delays due to Canada Customs, but that is a problem Grand Design and our dealer should be able to resolve. We often purchase goods from US web sites and get them in about 1 week, and it only took Grand Design a few days to deliver the complete trailer from Indiana to British Columbia.

I spoke to Grand Design and they told me it should not take 5 weeks to ship to Canada and it is up to the dealer to expedite shipment at the dealer's cost, if necessary. Even though Grand Design say it shouldn't take 5 weeks, it does. I don't know if the order sits in someones in basked at Grand Design for 4 weeks before it goes out the door, but their parts service is not impressive. This is especially frustrating when it is a warranty item and Grand Design's responsibility.

Surely Grand Design and Canadian Dealers can work together to improve this very poor performance. I suspect that standard UPS shipping should get it to the dealer in about a week and there are courier options which will get it there much faster.

 

[james quinn]

I have a new 2016 Grand Design Reflection 337RLS and have had a number of warranty issues requiring parts from Grand Design. We had the Anderson Kantleak valve fail twice and the furnace didn’t work the first time we needed to use it. There were other warranty issues, but they didn’t require parts from Grand Design.

Our dealer has been very cooperative in trying to get these issues dealt with, but is hampered by timely shipment of parts from Grand Design. It takes 4 to 5 weeks for parts to be delivered from the manufacturer in Indiana, even when the parts are in stock. We live in Canada so perhaps there are some delays due to Canada Customs, but that is a problem Grand Design and our dealer should be able to resolve. We often purchase goods from US web sites and get them in about 1 week, and it only took Grand Design a few days to deliver the complete trailer from Indiana to British Columbia.

I spoke to Grand Design and they told me it should not take 5 weeks to ship to Canada and it is up to the dealer to expedite shipment at the dealer's cost, if necessary. Even though Grand Design say it shouldn't take 5 weeks, it does. I don't know if the order sits in someones in basked at Grand Design for 4 weeks before it goes out the door, but their parts service is not impressive. This is especially frustrating when it is a warranty item and Grand Design's responsibility.

Surely Grand Design and Canadian Dealers can work together to improve this very poor performance. I suspect that standard UPS shipping should get it to the dealer in about a week and there are courier options which will get it there much faster.

Your dealer is feeding you a load of crap. I have received a large part UPS from Grand Design in 4 days. Biggest problem in my case was Customs because if GD sends to dealer then the dealer has their own customs guys. Smaller parts via express mail have arrived to me in 2 days. Go give your dealer a big SLAP !!

 

[arhayes]

That has not been our experience here in the states at all. I've had several times I had parts shipped to a dealer or directly to us on the road over the past year. I suspect it is a combination of international shipping and playing the "blame game" on the dealers part.


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[JCR GD]

I've had a couple things shipped from GD directly to me and it took less than a week.

 

[Paul Adams]

Thanks for the feedback. It looks like my dealer needs to improve his processes.

 

[Cate&Rob]

Thanks for the feedback. It looks like my dealer needs to improve his processes.

Hi Paul,

Grand Design ties all warranty parts to your VIN. If you call them after your dealer tells you "the parts have been ordered", they will tell you if this is true and if so, what day they shipped. Doing this a couple of times should tune up your dealer.

Rob

 

[Paul Adams]

Hi Paul,

Grand Design ties all warranty parts to your VIN. If you call them after your dealer tells you "the parts have been ordered", they will tell you if this is true and if so, what day they shipped. Doing this a couple of times should tune up your dealer.

Rob

Thanks, I'll call them tomorrow.

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[CManley]

GD advised the same, that warranty work is tied to the vin and that the dealer hasn't placed an order. I have brought this response back to the dealer who I believed hadn't ordered however both advised that the dealer can order as "parts" which would not be tied back to the vin. The dealer also told me they do not file a claim with GD until the work is done which contradicts GD's response. Nothing but consistent comments from all, NOT. I have a short list of items left to fix after which the new trailer stuff has been repaired and I'm hoping not to return.


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[arhayes]

This seems to be typical. In almost every case I've seen, GD had followed through or not received the request from the dealer. I had a situation not involving parts, but approval for work. The dealer indicated they were waiting for approval and when the called GD they had not been contacted and had been awaiting a call since I'd spoken to them before arriving at the dealer.. Once I went to the General Manager the work miraculously got approved and began. After having spent 40 years in Retail, I'm still appalled at the way this industry operates.


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[minnow101]

I highly doubt that a dealer is ordering parts first then billing GD after the fact. If dealers are ordering parts first without mentioning that these parts are needed for a warranty repair, then I'm sure GD is billing the dealer for the parts. Why these dealers have to be so dishonest on every aspect from buying to fixing is beyond me. Is it any more difficult to run a business honestly than it is to be deceitful ? Why go out of your way to have to lie to everyone on everything you do ?

 

[CManley]

I agree it's so much easier to do it right the 1st time.


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[Paul Adams]

According to GD and UPS, the parts were delivered to my dealer on October 6, it was October 13 that they told me it would be another 1 to 2 weeks. Grrrr

 

[james quinn]

According to GD and UPS, the parts were delivered to my dealer on October 6, it was October 13 that they told me it would be another 1 to 2 weeks. Grrrr

I say again ........................................... SLAP !!!!!!

 

[Jannnan]

I had to have new shades ordered and when I talked with GD they asked me if I wanted them sent to me or to the dealer, I had them sent to me (within a week) and I took them to the dealer for installation. I also always call GD and the dealer when I need warranty work, and I tell the dealer that I have talked with GD, it seems to help.