Weld Failure on 2024 Momentum 395MS Pinbox—Warranty Denied by Grand Design

[spencerhayden]

Hi everyone, I’m new to the forum. I registered to get some thoughts on a frame failure of our Momentum. It’s a 2024 395ms purchased new. We’ve had it out maybe 5 times. We had the dealer swap for the Reese Goosebox which is Lippert approved.

I just noticed this weld on the back of the pinbox has failed. The dealer has been great and submitted a warranty claim. Grand Design said this is not a covered repair and did not recommend any other investigation like looking for frame flex.

What do you guys think? Anyone else seen this? Shouldn’t this be warrantied? Makes me very nervous.

 

[Hoopy Frood]

A failed weld like that not covered? I find that very hard to believe. I think if you don't get satisfaction through your dealer, I would go direct to Grand Design. That is poor construction, pure and simple.

 

[spencerhayden]

Here’s a copy of the denial

 

[NB Canada]

View attachment 1503916
Hi everyone, I’m new to the forum. I registered to get some thoughts on a frame failure of our Momentum. It’s a 2024 395ms purchased new. We’ve had it out maybe 5 times. We had the dealer swap for the Reese Goosebox which is Lippert approved.

I just noticed this weld on the back of the pinbox has failed. The dealer has been great and submitted a warranty claim. Grand Design said this is not a covered repair and did not recommend any other investigation like looking for frame flex.

What do you guys think? Anyone else seen this? Shouldn’t this be warrantied? Makes me very nervous.View attachment 1503979

Yup. Sounds about right for Grand design
Build and forget is their motto

 

[SGT ROC]

Yup. Sounds about right for Grand design
Build and forget is their motto

For someone who States, and I quote "although I still have my Imagine and has been relatively trouble free I would never buy another" why do you dislike Grand Design so much? And your comment about "build and forget" is not my experience, nor the experience of many, many, others.

 

[NB Canada]

For someone who States, and I quote "although I still have my Imagine and has been relatively trouble free I would never buy another" why do you dislike Grand Design so much? And your comment about "build and forget" is not my experience, nor the experience of many, many, others.

They failed to help me with a defective awning

 

[J_Man]

The letter says warranty claim is denied, but it doesn’t say why it is denied.

Did your dealer send GD a copy of your photo?

Is it because GD doesn’t make the chassis frame, and the frame manufacturer is responsible?

At the least they should clarify why it isn’t a covered repair.

Last — I trained many years ago as a welder, and that appears to be a ‘cold weld failure’ - no penetration at the weld to the base metal.

I would classify this as a fabrication ‘workmanship’ defect.

I believe this type of defect is covered by a manufacturers implied ‘fit for use’ warranty and no written / printed disclaimers legally protect the OEM from this type of liability.

I’m not a liability expert, but I believe the NHSTA would be very interested in seeing your photo accompanied by a copy of your letter.

My 2-cents…


J_Man

 

[Gblabla15]

Here’s a copy of the denial

Stating that the weld is intact is ridiculous. It clearly was not welded properly as there is no penetration on the left hand side and the weld literally just pulled loose. Don't let them off the hook here. And don't pull the rig before you get this fixed. So sad.

 

[kenmason11]

Grand Design probably denied it because it's a Lippert problem. Go to Lippert to file your claim. They definitely could have been more helpful and referred you to Lippert. And, your dealer should have known this too.

 

[J_Man]

Great customer service is the 1st prerequisite to earning market dominance and customer loyalty.

If YOU can’t fix my problem, point me to someone who can!

Never tell the customer “no” (or I can’t…) without proactively providing a solution.

In the early years of XEROX Corp, they sold very unreliable copiers, but fielded a team of superior service and repair techs and provided service that exceeded all expectations.

The end result was market dominance and loyal customers.

This business model had been studied in graduate marketing programs for multiple decades.

I asked GD what was required to get a remote control feature added to my LED Ceiling lights… a ‘feature’ introduced with their 2025 product line, but which did NOT get installed on my 2025 XLS 22MLE.

At the time, I had owned my camper less than 90-days…

Their answer: “This feature was not included for your VIN.”

Really? That was NOT even my question!!!
I was ready to pay for an upgraded lighting controller — and they shunned me.

I followed up requesting additional information… response: “crickets”. My dealer couldn’t get me an answer, either! Really???

Faulty weld complaint? Warranty denied.

Interpretation:
1. This is NOT our problem;
2. We don’t value you as a customer, and…
3. Your safety on the highway is not important to us.

The correct answer: “Let me get you connected with the right folks that can help you solve this problem!”

Is Grand Design listening ???


J_Man

 

[NB Canada]

Great customer service is the 1st prerequisite to earning market dominance and customer loyalty.

If YOU can’t fix my problem, point me to someone who can!

Never tell the customer “no” (or I can’t…) without proactively providing a solution.

In the early years of XEROX Corp, they sold very unreliable copiers, but fielded a team of superior service and repair techs and provided service that exceeded all expectations.

The end result was market dominance and loyal customers.

This business model had been studied in graduate marketing programs for multiple decades.

I asked GD what was required to get a remote control feature added to my LED Ceiling lights… a ‘feature’ introduced with their 2025 product line, but which did NOT get installed on my 2025 XLS 22MLE.

At the time, I had owned my camper less than 90-days…

Their answer: “This feature was not included for your VIN.”

Really? That was NOT even my question!!!
I was ready to pay for an upgraded lighting controller — and they shunned me.

I followed up requesting additional information… response: “crickets”. My dealer couldn’t get me an answer, either! Really???

Faulty weld complaint? Warranty denied.

Interpretation:
1. This is NOT our problem;
2. We don’t value you as a customer, and…
3. Your safety on the highway is not important to us.

The correct answer: “Let me get you connected with the right folks that can help you solve this problem!”

Is Grand Design listening ???


J_Man

They don’t care.