Community Forums

Palazzoblues · 05-08-2014, 06:12 AM

Allen,

I wish I could have jumped on this thread way earlier. I was dealing with my own Palazzo problems last night. I completely sympathize with you. You have a right to speak your mind. We are not trying to protect any brand or any one. We are just trying to speak up and let it be known that there are problems.

To that end, I find it amazing how that different owners seem to come up with problems that are the same. This tells you something about the brand. It tells you a whole lot. Then next time I hear someone say that every coach has problems and there is not a perfect coach, I will just reply back with, The Palazzo has more than its fair share.

I also had that exact same problem with the coolant leak. I got under that POS and tightened the hose clamp myself. Problem solved. Should we as owners have to do this, well no, not on a brand new motor home. In 2 to 5 years, yes. But still, it is frustrating and time consuming.

alindsay · 05-08-2014, 12:24 PM

Well, unfortunately THOR is less than helpful. 2 calls to the 877 number and have yet to receive a call back.

I used an email of a person I found and they started by saying this isn't a THOR problem and are less than helpful.

Freightliner did step up and offer to coordinate between the service center and THOR. They even offered to eat the warranty work if THOR won't. It's not a money issue to me but more of a "who is responsible" situation now.

So, I'm not impressed with THOR Customer service.....the frustration continues.

alindsay · 05-08-2014, 02:26 PM

Resolved!

It was very frustrating and time consuming but I think this is finally resolved.

It took Freightliner getting involved to coordinate between THOR and the repair facility. The THOR rep didn't want to call anyone or get involved. When Frieghtliner pointed out the loose connection was the heater hoses to the dash of the coach, THOR gave in and decided it was their responsibility.

Note some sarcasm? yes, lots of it. Thor never did call me back and the person I exchanged emails with was not willing to assist to the degree needed.

If your coach is working as you want or you are able to repair your own items, great, you can ignore this thread.

If you need warranty work, based on my experience, it will take a lot of persistence and a bulldog approach. By this I mean you have to be pleasant in your discussions but don't give up.

I'm now writing a letter to the CEO. Probably will go into the circular file but if the leader of the company is made aware of these concerns, hopefully something positive will occur.

Like I said in a previous post, it only take one bad employee to hurt the reputation of the entire company. If the company leadership is made aware of that and handles the situation, then I can be forgiving.

If the leaders ignore these concerns, then shareholders need to be informed and they can decide on a course of action...the timetable for something like this is long I'm certain but certainly better than legal action.

If you have a concern, I would suggest you also write a CEO letter. The more people that do this, the better chance of success we have in improving things.

Some of you won't agree with my course of action...so I suggest you offer a better alternative for correcting the quality and morale issues at THOR.

Allan

Ernie Ekberg · 05-08-2014, 03:53 PM

Some of you won't agree with my course of action...so I suggest you offer a better alternative for correcting the quality and morale issues at THOR.
Allan, your last statement speaks volumes about this company. I wish you good luck.

DGShaffer · 05-08-2014, 05:02 PM

Glad you got your issues resolved.

But thankful that I'm on my third Thor product and just don't think I could be happier with the product or the service! Camping World is a different story but I don't fault Thor for that. My Lippert steps failed after 6 months but I don't fault Thor for that either.

I'm pretty happy I didn't buy a Palazzo

alindsay · 05-09-2014, 06:09 AM

Round two - got the coach home and the repair shop didn't fix it properly - WTH?

For clarification - I love my Palazzo..the layout is great...the features are what I wanted and it is a joy to drive. The problems have been minor and hopefully, this is the end of my frustration.

I am expecting the repair facility to fix my leak and then I'm off to make some mods. Again, I love my Palazzo and am looking forward to many trips.

Allan