Community Forums

Robtx · 08-08-2016, 07:12 PM

After posting issues with my new Palazzo, and in particular the lack of support from the Thor Support line, I received a PM from Thor promising to look into the situation with the aim of making a happy customer. I replied with my VIN and contact information. After receiving no response for a week, I sent a PM asking if they received my response. No confirmation that they received any reply.

I would really like to share with someone inside of Thor about how they left me hanging in a unusable coach (erratic jacks, electrical and other problems) aborted trip 1300 miles from home and 1 hour from Thor in a one month old Palazzo 33.2

The person I spoke to when calling the Thor Support number said she was a concierge service and NOT a part of Thor.

How does Thor Support work? Is it common for them to contact you, request information and not reply?

Is there a Thor ombudsman?

StevieD · 08-08-2016, 07:51 PM

Try calling them

Robtx · 08-08-2016, 08:00 PM

Quote:

Originally Posted by StevieD

Try calling them

and talk to the concierge service again? That's where I started.

RV8 · 08-08-2016, 09:50 PM

Call Thor Service and ask for Tom Overton. He knows the units inside out and is a great starting point when you have problems. Keep calling until you get to speak to him directly and can calmly state your issues. Best luck!

StevieD · 08-09-2016, 05:18 AM

Ditti

BobMontgomer · 08-09-2016, 01:07 PM

I have called Thor support more than once and have been completely satisfied with their responses.

Robtx · 08-09-2016, 08:36 PM

Received a call from Brandon from Thor Tech Support this morning. Said he received an email from someone on the forum about an approval. I said this started in June, but I was in Dr. office and asked if he could call back this afternoon. He said that would be great and he would call me back.

Did not receive a call back.

Robtx · 08-10-2016, 11:08 PM

Good, frank conversation with Brandon today about issues with scheduling service, design, and quality control. He asked for the names of the Thor folks I spoke with in June when I attempted to schedule fixes. He also advised the parts, previously promised delivery by Thor for August 26 were delivered August 9. Camping World service writer called and said he had scheduled installation for Friday.