I am not one to usually air grievances in a public forum but honestly do not know how to proceed. We were so excited for the camping season but are having problems with our Grand Design Imagine 2400 BH and have not received any assistance from Grand Design or our dealership. Below is our timeframe and conversations, names removed to assume positive intent, I would really appreciate any advice you can give.
Robert
17 APR - Purchased a 2021 Grand Design Imagine 2400 BH. Approximately a 1000 mile round trip from home for the unit we wanted to buy.
24 MAY - The pre-wired Lippert tire pressure monitoring system did not work, no power, after purchasing the monitoring unit. Research indicated it was a known issue and upon contacting Grand Design received technical bulletin 21-001 explaining the problem and appropriate solution.
09 JUN - Slide unit on Grand Design Imagine 2400 BH will not extend rendering front bedroom and thermostat control unusable. After making three 2 hour round trips into town to obtain phone service received the following responses. 1) Dealership: we have done all we can to troubleshoot over the phone we recommend you call Grand Design. 2) Grand Design: provided image of correct slide measurements and recommended taking the trailer to a Grand Design dealership or contacting a mobile technician. 3) Extended warranty roadside assistance: because the unit is new and covered by a manufactures warranty the extended warranty does not cover this failure. 4) Reached out to multiple mobile technicians in the area and received either no response back or busy for at least 6 weeks out.
12 JUN - Purchased a ladder to access the thermostat through the bedroom emergency window.
21 JUN - A mobile technician researched the slide issue and discovered one of the electric motors had bent a supporting bracket causing the slide to become stuck in place. Also provided the technician a punch list of items we need corrected before our dealer warranty expires. After diagnosing the slide issue and reviewing the punch list the technician contacted Grand Design for additional detail and approval.
22 JUN - The mobile technician called Grand Design to open a case on our issues. Per the conversation, “I spoke with Grand Design today to get a good understanding of our options. I explained what I believe to be the major issue with the slide. I also let them know that the quality of their brand new unit sold to you very recently was completely unacceptable. We both agreed that most of the components in question will wear out over time, but not anywhere near this soon. I also told them about the big trip planned over the week of the 4th and if you have to miss out because a brand new unit from Grand Design is incapable of functioning correctly they will have another very dissatisfied customer. I asked about getting you a loaner while the work is being completed or a new unit in a timely fashion since the one you purchased is at this point a disaster. He said they do not have any loaner units available but they might be able to work with a dealer.”
23 JUN - Called Grand Design about our open case. The associate requested the information we had available to discuss with a colleague and get back to me with a solution. In the meantime their recommendation is to find someone independent and local to address the issues because dealerships are too busy. Provided an email with information to attach to the case.
24 JUN - Called Grand Design and asked to speak with the person from the day before since I did not hear back. Left a voicemail with a request to return the call and provide direction. I did not receive a call back.
25 JUN - Left a message with our sales person at the dealership but did not hear back. Spoke with an individual in the service department and they were very polite, helpful, and genuinely wanted to solve our problems.
26 JUN - Called the dealership and asked to speak with the same service person again. They were with a customer so left a voicemail. Called again four hours later and asked the person answering the phone to have them call me back as the matter was time sensitive to obtain parts. I never received a call back. Spoke with Grand Design and requested to speak with a supervisor. They reviewed our case and asked to place me on hold while they confirmed with a colleague. Instead of holding, the connection was lost and I had to call back and wait an additional 20 minutes to speak with someone. When connected I requested to speak with the same person again and was transferred. Waited a bit and was sent to voicemail. Called back and Grand Design was closed. Called the dealership back expressing my concerns and asked to speak with a manager. Upon speaking with a manager they were sympathetic and stated they would reach out to their Grand Design representative and contact me back.
Robert
17 APR - Purchased a 2021 Grand Design Imagine 2400 BH. Approximately a 1000 mile round trip from home for the unit we wanted to buy.
24 MAY - The pre-wired Lippert tire pressure monitoring system did not work, no power, after purchasing the monitoring unit. Research indicated it was a known issue and upon contacting Grand Design received technical bulletin 21-001 explaining the problem and appropriate solution.
09 JUN - Slide unit on Grand Design Imagine 2400 BH will not extend rendering front bedroom and thermostat control unusable. After making three 2 hour round trips into town to obtain phone service received the following responses. 1) Dealership: we have done all we can to troubleshoot over the phone we recommend you call Grand Design. 2) Grand Design: provided image of correct slide measurements and recommended taking the trailer to a Grand Design dealership or contacting a mobile technician. 3) Extended warranty roadside assistance: because the unit is new and covered by a manufactures warranty the extended warranty does not cover this failure. 4) Reached out to multiple mobile technicians in the area and received either no response back or busy for at least 6 weeks out.
12 JUN - Purchased a ladder to access the thermostat through the bedroom emergency window.
21 JUN - A mobile technician researched the slide issue and discovered one of the electric motors had bent a supporting bracket causing the slide to become stuck in place. Also provided the technician a punch list of items we need corrected before our dealer warranty expires. After diagnosing the slide issue and reviewing the punch list the technician contacted Grand Design for additional detail and approval.
22 JUN - The mobile technician called Grand Design to open a case on our issues. Per the conversation, “I spoke with Grand Design today to get a good understanding of our options. I explained what I believe to be the major issue with the slide. I also let them know that the quality of their brand new unit sold to you very recently was completely unacceptable. We both agreed that most of the components in question will wear out over time, but not anywhere near this soon. I also told them about the big trip planned over the week of the 4th and if you have to miss out because a brand new unit from Grand Design is incapable of functioning correctly they will have another very dissatisfied customer. I asked about getting you a loaner while the work is being completed or a new unit in a timely fashion since the one you purchased is at this point a disaster. He said they do not have any loaner units available but they might be able to work with a dealer.”
23 JUN - Called Grand Design about our open case. The associate requested the information we had available to discuss with a colleague and get back to me with a solution. In the meantime their recommendation is to find someone independent and local to address the issues because dealerships are too busy. Provided an email with information to attach to the case.
24 JUN - Called Grand Design and asked to speak with the person from the day before since I did not hear back. Left a voicemail with a request to return the call and provide direction. I did not receive a call back.
25 JUN - Left a message with our sales person at the dealership but did not hear back. Spoke with an individual in the service department and they were very polite, helpful, and genuinely wanted to solve our problems.
26 JUN - Called the dealership and asked to speak with the same service person again. They were with a customer so left a voicemail. Called again four hours later and asked the person answering the phone to have them call me back as the matter was time sensitive to obtain parts. I never received a call back. Spoke with Grand Design and requested to speak with a supervisor. They reviewed our case and asked to place me on hold while they confirmed with a colleague. Instead of holding, the connection was lost and I had to call back and wait an additional 20 minutes to speak with someone. When connected I requested to speak with the same person again and was transferred. Waited a bit and was sent to voicemail. Called back and Grand Design was closed. Called the dealership back expressing my concerns and asked to speak with a manager. Upon speaking with a manager they were sympathetic and stated they would reach out to their Grand Design representative and contact me back.
