Msray, thanks for the update - it's good to hear that your problem was resolved to your satisfaction. Best wishes for many years of happy adventures with your new rig.
Due to the nature of the product, the related assembly line process and what would be an exorbitant cost for an excellent level of quality control, it's not surprising that many of us encounter some type of problem with our TT, no matter what brand we buy.
The difference, to me, is the integrity of the manufacturer which is reflected in the customer service experience. We bought our first TT from one of the largest, most popular Jayco dealers in the northeast, and walked away after battling with the service department to get a repair done right - not a warranty issue, a repair that we were fully prepared to pay a reasonable price for. And I didn't use the word "battling" loosely.
We drove from the northeast to the west coast to buy our Creek Side in March 2017. Due to family business, we were unable to camp with it until the fall of that year. When we pulled it out to pack it up, it was obvious that there was some type of issue with the back wall. We were directed to Todd Morton, the Assistant Service Manager; we sent photos and spoke with him over the phone. After some pondering over what the problem might be (it turned out to be an odd failure of the luan), Todd basically told us that it didn't matter what caused it, ORV needed to have it repaired, and he advised us that the factory was the best place to do it. When we balked at another round trip of 5,000+ miles to the west coast, Todd actually offered to have an entire back wall shipped to an RV repair shop on the east coast. Ultimately, Alan and I agreed that we, indeed, felt that the factory was the best place to have the wall replaced, and we made another trip out west to have the repair done in October 2017.
While neither one of us were happy about the return trip, Todd and his team were a dream to work with - and he's quick to deflect praise, directing it, instead, toward his service techs. His handling of our situation proved to us that ORV understands the true meaning of excellent customer service and stands behind its products 100%.
Interestingly, although we did have an opportunity to meet Rick Ewing, the Service Manager, on our return trip, our opinion of ORV has basically been formed by two people - Todd Morton and Kevin Pfeifer, the guide for our factory tour in March 2017. Because ORV's mission, values and focus on both quality and customers were evident through our interactions with these two men, we, also, are ORV fans and customers for the foreseeable future. To find a company that understands the needs of a true outdoor enthusiast, builds a product that meets and exceeds those needs, and continues to support its customers throughout the ownership of that product, is a rarity in today's RV world.
To the entire ORV team, thanks for all you do!
Mary
Btw, I have no idea why there's a question mark at the top of my reply, and I can't figure out how to make it go away. What's up with that?
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