Great Customer Service

[Lightseekers]

I have seen a lot of Thor bashing on this site and I want to give a shout out to the outstanding customer service I just received from Thor. I had the infamous battery control issue on a trip to Alaska in 2014 – I had taken a copy of the recommend fix (moving the battery cable from the front post to the rear to get the camper moving again). A few accessories continued to fail from time to time – such as driver and passenger side fans not working, steps not working correctly and so on.

We lived with the issues because they would not last long until July of this year. The steps would not extend, so I called Thor and talked to a technician who suggested testing the current on the forward post on the battery control box. He stated there should be close to 12 volts at the post even with the cable moved to the rear. He said no voltage would indicate a bad control panel in the battery control box and that Thor would replace it. After checking I called back and talked to another technician who agreed the battery control box was bad and would be replaced by Thor.

I made an appointment with my local dealer and told them the story. They called Thor and were told I would have to pay for the repair. I picked up my coach and sent an email explaining my frustration with Thor. I got a nice email in reply from Angie Cox in Thor’s Customer Service. She informed me, “Thor will cover having the completed battery control center replaced under warranty.”

I just picked up my coach today – new battery control box installed – and Thor picked up the complete cost. I cannot be happier with Thor.

[Scarab0088]

Thanks for the feedback and comments.

Safe travels

[Harry B]

Nice to hear the positives too. Especially since I just bought a new one. I have been checking it out thoroughly and assembly quality seems quite good this far. I took care of several minor issues but not worth a discussion. I am satisfied this far. Time will tell.

[alpha99]

Looks like you have to be aggressive with them since they initially denied paying for the repair.

Good work!

Cheers!

[Vinster30]

I have never had a complaint with customer service at Thor. Had the door latch break and the invertor go out, both covered by warranty and sent to me by Thor very fast. We live 4 hours from a Thor dealership. I choose to do repairs myself. I also give Thor service a "Thumbs Up"

[Lightseekers]

Since my 2008 Windsport has been out of warranty for several years, I am really happy they covered the replacement. We have been very happy with out Thor.

[LeRoi2]

I have only owned my Thor Windsport less than 2 weeks, and I can confidently tell you, if you have had a good experience with Thor Customer Service, it is the rare exception. I have several service issues, and they have been no help at all. I am already documenting my frustrations, with the expectation that I will have to file a lemon lawsuit.

I have the infamous generator constant shut down with a code 36 every 2-3 hours. Thor acted like it was a completely strange and unique problem. Thank goodness with your forum, I now know what a total liar the Thor representative is.

Additionally I have a huge leak in my roof. Apparently TPO roofs are notorious for early failures in high heat states, and have to be installed properly. Well I admit I did not climb up and inspect the roof when I took possession. I did after getting rained on. The roof was bunched up, cracked, and had several large holes, completely through the roof! My jaw dropped. The technician saw my shock. His statement? Very poor quality workmanship, and no QA whatsoever.

Thor's immediate response was to deny, deny, deny. Why they manufactured that coach perfectly! It's the dealers fault! Call the dealer! This is customer service?

After I pointed out that the pics obviously, even to a neophyte, showed improper construction, they allowed that they would allow me to take it to a dealer 90 miles from my house for "evaluation, and possible courtesy repair!" The POS is less than 2 weeks old!

If Thor stood up for some of you, great. I can tell you from the attitudes I encountered, the employees don't give a rats rear end, period. Thor may agree to fix something with a hidden TSB, or where they can get a supplier to pay for parts, but getting them to fix their own shoddy workmanship, forget about it.

Right now I would advise any potential RV buyer of any type, to pass on Thor. They just don't care. I imagine it must be a horrible place to work.

I have read all of the Thor comments on this, and other forums. I appreciate the fact that Thor stood up for you, and repaired your item outside of the warranty.

What is clear to me is that Thor, in an attempt to mitigate the ugly publicity on these boards, will occasionally do what they did for you, with the full expectation you will do exactly what you did, come on here and praise their warranty service. (Mod Edit)

(Mod Edit) In many states with lemon laws, a known defect not actively pursued for correction by the manufacturer is grounds enough for that defect to require a buyback from the manufacturer. So in lemon law suits, Thor brings out their lawyers to claim that the handful (Mod Edit) they helped shows how committed they are to service. Then you have to counter that with the same tactic.

Believe me, the THOUSANDS of people Thor screwed out of warranty coverage with their faulty generators will NOT be represented in the courtroom.

So if Thor stood up for you, you need to understand that in most respects, you won a lottery of some sort. You were lucky, and somehow Thor picked you. Now you are full of praise for them. Exactly their plan.

Join the everyday hell of those of us who paid over $100K for a Class A coach with workmanship issues so severe, they become safety issues, and we cannot use our vehicles. This is the everyday reality for MOST Thor warranty orphans.

I repeat my earlier statement, Thor screwed me, and the attitude I encounter in their warranty department is one of, make us fix it, if you can. No one there even pretends to care. Not to say that the CSR's are not professional and courteous, they are. They smile at you over the phone as they knife you in the back.

I also repeat that Thor has obvious quality issues. Right now they may look like a good value, but non existent service after they have your money. Buy any other brand for that reason alone.

To those of you praising Thor for sending you parts to do your own repairs, are you billing them for your labor time? If not, why not. Warranty repairs are typically 75% later, 25% parts. You paid for a warranty, including the labor part.

So please stop praising Thor service and warranty, when all you are doing is working for Thor, for free. Many companies may send you parts to do your own repairs, and save them money. Try asking them to pay you, which they should.

Then come back on here and tell us how THAT went. Thor warranty service SUCKS!

[Lightseekers]

Try sending Angie Cox an email at acox@tmcrv.com She responded very fast to my message and as I said, Thor cover my out of warranty issue without any issues.

[gmullen]

I have owned 3 Thor Motor Coach products and have yet to pay for any repairs, even when out of warranty. I have looked at other company's, but I feel Thor is the best bang for your buck. Some people are never satisfied !!!

[Lightseekers]

I agree, I have not had any issues with our Thor other than the recall that I wrote about above. My B-I-L has a newer Tiffin that has been in the shop many times, so you can have problems with any brand

[bigben]

I've said it a number of times, there will be problems the real issue is will it be addressed. In our experience it is a resounding YES. Sorry to hear about the issues others have had but we've had our issues and steadfast fixes.

[TheArnolds]

Originally Posted by gmullen

I have owned 3 Thor Motor Coach products and have yet to pay for any repairs, even when out of warranty. I have looked at other company's, but I feel Thor is the best bang for your buck. Some people are never satisfied !!!

X2 on Gils comments! Always a positive experience with Thor Customer Service!

[LeRoi2]

Since my last post, where I was very frustrated with getting, what I felt was the runaround from Thor Warranty Service, many things have changed.

I was contacted by a Thor Warranty QA for my region. He came to see me the next day, spent hours inspecting my coach. Then we took it to a Thor authorized repair dealer, where the dealer owner, the Thor Rep., and myself went through it again. The dealer has committed to repair all the Thor issues, as well as additional work I wanted done, in 3 weeks.

The Thor Rep apologized for the poor communication up until that point.

Thor has really stood up to their warranty responsibilities with me. I feel confident the dealer they connected with was competent, and honest. I look forward to picking my coach up next week, with all of the issues resolved.

I researched this purchase for months, online, visiting dealers, going to shows. I was confident I was making the right decision with Thor, and the model we chose. I was questioning that decision up until now.

I will post an update on the repairs, and close out this story, when I get my coach back next week.

[TheArnolds]

Originally Posted by LeRoi2

Since my last post, where I was very frustrated with getting, what I felt was the runaround from Thor Warranty Service, many things have changed.

I was contacted by a Thor Warranty QA for my region. He came to see me the next day, spent hours inspecting my coach. Then we took it to a Thor authorized repair dealer, where the dealer owner, the Thor Rep., and myself went through it again. The dealer has committed to repair all the Thor issues, as well as additional work I wanted done, in 3 weeks.

The Thor Rep apologized for the poor communication up until that point.

Thor has really stood up to their warranty responsibilities with me. I feel confident the dealer they connected with was competent, and honest. I look forward to picking my coach up next week, with all of the issues resolved.

I researched this purchase for months, online, visiting dealers, going to shows. I was confident I was making the right decision with Thor, and the model we chose. I was questioning that decision up until now.

I will post an update on the repairs, and close out this story, when I get my coach back next week.

Thanks for the update and I hope that all goes well going forward!

Safe Travels and Happy RVing!