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fyermn
08-16-2009, 07:58 PM
While traveling with our 2925rk my wife noticed a small crack in the wall over the front slide out. Three days later, the outside of the trailer had a larger crack in the same spot. Since we were not in a location to have it checked out, we continued home. The whole front overhang has since dropped 3-4 inches on the hitch pin, and the front of the trailer has shifted to where the closet doors no longer hang square the the closet frame.
Anyone have any ideas of what has happened, and since the trailer is a 2007, it is out of factory warranty. Should I call Heartland and see what they say?

Ray LeTourneau
08-16-2009, 10:48 PM
fyermn, Your first contact should be your dealer to report your problem to them. Yes can can also call Heartland Customer Service 877-262-8032 and before you do, have your VIN ready. Depending on your delivery date, you might have a warranty remaining on the frame.

fyermn
08-24-2009, 07:05 PM
I found out today that tack welds were used to connect the trailer to the frame. All six tack welds (3 on each side) broke, causing a separation of the trailer from the hitch pin frame. I was surprised that the connections were only tack welded and not fully welded. I believe that this is a factory manufacture defect, and after talking to some dealers of Heartland 5th wheels, I discovered mine is not the only one.
I also discovered that the trailer fiberglass had had a previous crack in the location of the tack weld on the left side of the trailer, even though I purchased the trailer as NEW, and nothing was mentioned about the repair.
I will call the factory tomorrow, and see if the implied warranty applies to this under the Magnuson-Moss act.

Ray LeTourneau
08-24-2009, 10:13 PM
Thanks for the update. Please keep us posted with your progress.

Pulltab
08-30-2009, 08:38 AM
I want to make sure I understand what you are saying here. The frame plates that the pin box are bolted to were only tack welded? So this would be a Lippert issue and not specifically a Heartland? I have the same model and if that is what happened I need to check mine. Any chance you can snap a pic to post? Thanks in advance.

fyermn
10-11-2009, 08:02 PM
I called the selling dealer(out of business), so I called Heartland Customer service, and Lippert customer service. Both wanted pictures, so I sent about 25 pictures to each one. I also called my insurance company, and THEY came and looked at it. Insurance said that it was DEFECTIVE manufacturing, and therefore would not be covered by insurance.

Heartland customer service never called back after 1 month of having pictures, so I wrote the President of the company. I finally received a Telephone call from customer service, almost 6 weeks after I sent pictures, and was told that if I bring the 5th wheel back to the factory, they would repair the damage. I asked that they send it to me in writing, and that was over a week ago, and I have not received it yet.
My problem is the trailer is at a shop, which tore it down to find the problem, and it is STILL torn down. The trailer is broken , and I feel it is not safe to drive with, and Heartland wants me to drive it about 2000 miles in that condition so they can repair it. It does not make since to me to take it all that way for the repair. With the cost of fuel to make the round trip, maybe twice, depending on how long it would take to do the repairs, plus hotel cost and food, during the travel without the trailer, and the weather in the rocky mountains and the mid-west during this time of the year, it seems that the repair shop where it is at now, could do the repairs, and have Heartland pay for it. As of now, it is out of my pocket for the tear down, and the possible remake, just to be able to move it somewhere else. Heartland has basically said that the welds were defective in the pictures they have seen, or they would not even consider doing the repairs after I have had the trailer for 2 1/2 years. I also found out that there was a fiberglass repair done to the trailer before I purchased it NEW from the dealer. The repair was done in the area of the spot welds on the left side.

It is to bad that Heartland will not step up to the plate and do the RIGHT thing for the Customer. The trailer has less than 6,000 miles on it.

jgilbert
10-12-2009, 02:21 PM
Ummm..........Heartland did say to bring the trailer back to them and they would fix it, right? Sounds like they are trying to do the right thing, especially for a trailer that is out of warranty.

Joe

SilverRhino
10-12-2009, 02:35 PM
"My problem is the trailer is at a shop, which tore it down to find the problem, and it is STILL torn down. The trailer is broken , and I feel it is not safe to drive with, and Heartland wants me to drive it about 2000 miles in that condition so they can repair it. It does not make since to me to take it all that way for the repair. With the cost of fuel to make the round trip, maybe twice, depending on how long it would take to do the repairs, plus hotel cost and food, during the travel without the trailer, and the weather in the rocky mountains and the mid-west during this time of the year, it seems that the repair shop where it is at now, could do the repairs, and have Heartland pay for it. As of now, it is out of my pocket for the tear down, and the possible remake, just to be able to move it somewhere else. Heartland has basically said that the welds were defective in the pictures they have seen, or they would not even consider doing the repairs after I have had the trailer for 2 1/2 years. I also found out that there was a fiberglass repair done to the trailer before I purchased it NEW from the dealer. The repair was done in the area of the spot welds on the left side."

Have you discussed all these issues with Heartland and/or Lippert?? It would surprise me if they would not work something out with you.........especially due to the safety issues of towing your unit.

sailorand
10-12-2009, 05:04 PM
I do like the fastness of talking to someone, even on the phone. I do keep a log of the person, time and date and what is discussed. Then all that can be backed up in written form. Emails, etc just get buried by other new ones.

wdk450
10-12-2009, 08:32 PM
"My problem is the trailer is at a shop, which tore it down to find the problem, and it is STILL torn down. The trailer is broken , and I feel it is not safe to drive with, and Heartland wants me to drive it about 2000 miles in that condition so they can repair it. It does not make since to me to take it all that way for the repair. With the cost of fuel to make the round trip, maybe twice, depending on how long it would take to do the repairs, plus hotel cost and food, during the travel without the trailer, and the weather in the rocky mountains and the mid-west during this time of the year, it seems that the repair shop where it is at now, could do the repairs, and have Heartland pay for it. As of now, it is out of my pocket for the tear down, and the possible remake, just to be able to move it somewhere else. Heartland has basically said that the welds were defective in the pictures they have seen, or they would not even consider doing the repairs after I have had the trailer for 2 1/2 years. I also found out that there was a fiberglass repair done to the trailer before I purchased it NEW from the dealer. The repair was done in the area of the spot welds on the left side."

Have you discussed all these issues with Heartland and/or Lippert?? It would surprise me if they would not work something out with you.........especially due to the safety issues of towing your unit.

Lippert has a number of locations nationwide (see their website). Maybe you can make a deal for one closer to you. Keep CALLING Heartland.

I would also consider making a National Highway Safety Administration unsafe vehicle report.

Good Luck!!!

fyermn
10-12-2009, 09:08 PM
I am still waiting for Heartland to send me their reply in writing. I would never do any action with just a telephone call. It has been over a week now, and still no reply in writing.

My initial contact was a Telephone call to Heartland, but everything else, from me, has been in writing. That is what I want from them. Then, maybe a deal can be worked out.

mrcomer
10-12-2009, 09:18 PM
I would also consider making a National Highway Safety Administration unsafe vehicle report.

Good Luck!!!

Careful, it is just this type of talk that will shut down a thread and cause possible unwanted effects for the original poster. These types of issues need to be dealt with outside this forum.

Mark

jimtoo
10-12-2009, 09:56 PM
(Quote: )
Originally Posted by wdk450
I would also consider making a National Highway Safety Administration unsafe vehicle report.

Good Luck!!!
Careful, it is just this type of talk that will shut down a thread and cause possible unwanted effects for the original poster. These types of issues need to be dealt with outside this forum.

Mark (Quote: )

You are so right Mark. Per rule #10, legal advice is forbidden in public forum. So any more and it will be shut down.

Jim M

jmgratz
10-12-2009, 10:17 PM
Why do people try to deal with issues on this forum. When having an issue with your coach the way to deal with it is by contacting Heartland Customer. This forum is not Heartland Customer Service. Rather than wait for days or weeks for correspondence pick up the telephone an call. Keep calling until you are able to talk to the right person. Keep asking for supervisors. Explain the situation to the factory and see what they can work out. We cannot force the factory to do anything. Try another phone call explaining that your coach is in a shop and has been taken apart to dianose the problem and see if they will not authorize that shop to make the repair if they are capable of it. They will authorize non-Heartland dealers to make repairs but they have to talk to the shop. Have the shop call the person at Heartland who can authorize the repair. Your might be surprised how easy it is if the proper steps are taken.

SilverRhino
10-30-2009, 10:11 AM
Why do people try to deal with issues on this forum. When having an issue with your coach the way to deal with it is by contacting Heartland Customer. This forum is not Heartland Customer Service. Rather than wait for days or weeks for correspondence pick up the telephone an call. Keep calling until you are able to talk to the right person. Keep asking for supervisors. Explain the situation to the factory and see what they can work out. We cannot force the factory to do anything. Try another phone call explaining that your coach is in a shop and has been taken apart to dianose the problem and see if they will not authorize that shop to make the repair if they are capable of it. They will authorize non-Heartland dealers to make repairs but they have to talk to the shop. Have the shop call the person at Heartland who can authorize the repair. Your might be surprised how easy it is if the proper steps are taken.


Jim;

I agree.......the forum is not "Customer Service". Share information about your unit.....what the problem is.......and then.....how it was solved. All the steps in between need to be dealt with via recognized methods. It really is a waste of time to wait for the "Forum Fix"

Just my opinion, for what it's worth.

Travel Safe!

kakampers
10-30-2009, 12:29 PM
I am still waiting for Heartland to send me their reply in writing. I would never do any action with just a telephone call. It has been over a week now, and still no reply in writing.

My initial contact was a Telephone call to Heartland, but everything else, from me, has been in writing. That is what I want from them. Then, maybe a deal can be worked out.

This is what bothers me...why would you insist all communication be in writing? Myself and many others on this forum can attest to their honesty...when they SAY they will do something, they do it...period!

I can only think of one reason you would want to create such a paper trail...and I really don't think that will get you the final resolution you really want.

Call them...work out an arrangement and be done with it!

newbie
10-30-2009, 05:17 PM
They are asking him over the phone to drive 2000 miles with a broken trailer with frame welding cracks and he ask them to confirm it in writing prior to that and some of you think he is being petty? Are you for real?

jimtoo
10-30-2009, 05:36 PM
Getting personal, getting close to shutdown.

Jim M

newbie
10-30-2009, 08:51 PM
I in no way meant that as personal, and if it came across as such, I apologize. Maybe I should have said that I couldn't disagree more, I think his concern (to get it in writing) is not only valid but prudent.

John

bigredtruck
10-31-2009, 12:29 AM
i have to agree that if I were goiung to transport the stripped down trailer that far, I would want something in writing.

kakampers
10-31-2009, 08:26 AM
I say this because we were in the EXACT same situation. We had the cracks, the sagging, etc.

Heartland and Lippert looked at the picture and assured us it was safe to tow. We had the dealer close up the front to keep it water tight, and we towed it from Texas to Elkhart...everything was no worse for the wear when we arrived.

Heartland took care of our unit and made it BETTER than new, and NOT one thing in writing, just their word...sometimes you just have to have some faith in people and their integrity! But to each his own....JMHO

talley
10-31-2009, 10:55 AM
Being retired I could make the trip... I understand that some are still holding down jobs and would be unable to devote the time that it would involve. That being said... I would rather had the factory fix the problem than a dealer!!! I would have no problem taking a verbal confirmation on the telephone. However for those who prefer to "have it in writing"; establish e-mail contact with the rep and make an appointment/discuss the issue and repair. I have found that they like e-mail.

PS - opinion... not to be considered legal advice!:D:D

biggziff
10-31-2009, 11:26 AM
I don't see where the OP was trying to "deal with the issue" here. They were using what is supposed to be an unbiased, public forum to review a problem. They probably had hopes of finding others with similar situations (or better yet find no one else with the same issue) to see how their repair went as well as make others aware of a possible area of interest. Using that data as a gauge, they could then know more about what to expect with their situation.

I think it's perfectly reasonable to ask for the commitment to repair in writing. It's a long trip, with a damaged vehicle in tow. If something were to happen on the way that caused damage to other property it could get messy for the OP quickly. Suggesting that someone can trust a third party based on another person's experience is fine, but it's opinion and will be cold comfort in the event things go sideways. I understand we want to trust, but don't be put off if someone else doesn't feel the same way.

The OP states that he has contacted the dealer and Heartland...several times and seems to be frustrated that they have waited over 6 weeks for a reply. In some areas of the country, 6 weeks is more than 50% of your entire camping season. How would you feel if your 2 year old, $35,000 + camper had a defect that caused you to be without it for one entire season? Now add to that the fact that the defect is reported to be due to structural welds? Would you want to wait 6 weeks for someone to call you back?

Lastly...suggesting the OP check with the NHTSA is in no way "legal advice" and is in fact an excellent suggestion. The NHTSA has huge amounts of data on vehicle defects...what constitutes an actual safety hazard and what doesn't. They're a resource no different from this forum other than they have paid professionals who are experts in vehicle safety, not legal advice. If it was construed as a threat, perhaps we should take a look at our perspective and see if there could be something clouding our viewpoint. If you have a 2004-2008 F250 with the integrated brake controller like me, you have heard about the issues with that unit. I contacted the NHTSA and spoke with an engineer there who carefully explained how the system works and what they were testing (they had hundreds of reports on this issue). That conversation made me feel much better about the problem and how it was being resolved. Good stuff.

Just my 2 cents. Forums like email are emotionless and the reader often picks up emotion that wasn't put there by the author.



Why do people try to deal with issues on this forum. When having an issue with your coach the way to deal with it is by contacting Heartland Customer. This forum is not Heartland Customer Service. Rather than wait for days or weeks for correspondence pick up the telephone an call. Keep calling until you are able to talk to the right person. Keep asking for supervisors. Explain the situation to the factory and see what they can work out. We cannot force the factory to do anything. Try another phone call explaining that your coach is in a shop and has been taken apart to dianose the problem and see if they will not authorize that shop to make the repair if they are capable of it. They will authorize non-Heartland dealers to make repairs but they have to talk to the shop. Have the shop call the person at Heartland who can authorize the repair. Your might be surprised how easy it is if the proper steps are taken.

jmgratz
10-31-2009, 01:50 PM
Biggziff, after reading this forum for over 2 years many items get redundant. Maybe I should quit reading it for awhile to get a fresh perspective. I was simply trying to point out the fact that many many times I have seen postings used to simply bash the product when the proper steps to get their issue taken care of was not taken. It seems sometimes this forum is used as a "stick" to strike at Heartland to get their attention and when in reality all it does it cause ill will. I have no problem in calling NHTSA or a lawyer God or anyone else that can take care of a problem after the beginning steps are taken. But to jump right to the final step without intermediate steps is ridiculous. I have had my share of issues from rotten wood to bent and broken axles but yelling or threatening people has done no good to the the issues resolved. Hope I haven't aggravated the situation and I do not mind the venting here but please let's be reasonable. Those that know me have heard me vent plenty. MHO

biggziff
10-31-2009, 02:12 PM
Jim:

My inclusion of your post wasn't an intent to point the finger at you. Sorry if you took it that way.

I agree that fair use of these forums doesn't include yelling, accusing or otherwise slandering a company, especially if the provided channels for remedy have not been used. In this case I didn't see any yelling or accusing and it seems as if the OP has tried to use the channels provided, but hasn't been met with what some would call a reasonable response.

The beauty of this forum is that there are factory representatives participating on some threads. That alone shows someone is paying attention to what is now considered one of the biggest opportunities for any business to get free publicity...the internet forum. It costs Heartland nothing to maintain a presence here and they could reap huge rewards if they stay on top of it. Companies like Comcast learned firsthand how beneficial a small presence online can move their perceived reputation. A single Comcast employee started searching Twitter for the word "Comcast". This employee did this without being asked to do this. When he found someone bad mouthing the company, he contacted the poster directly and tried to assist them. In a very short amount of time this got out and became the gold standard for "doing it right" when it came to customer service. People began posting that this guy was fixing their issues and it started a landslide. This one person turned a huge ship around...Comcast..in regards to their reputation for service. What made this work for Comcast was the folks posting the resolutions to their problems and who had made it happen. I don't see a lot of that on here so I wonder how many of the "I have a problem" posts have actually gotten resolution. Heartland may want to think about that and see if they can address that part of the puzzle. It could make all the difference!

Thanks for the reply..you sound like a reasonable man....venting and all!!!:angel:


Biggziff, after reading this forum for over 2 years many items get redundant. Maybe I should quit reading it for awhile to get a fresh perspective. I was simply trying to point out the fact that many many times I have seen postings used to simply bash the product when the proper steps to get their issue taken care of was not taken. It seems sometimes this forum is used as a "stick" to strike at Heartland to get their attention and when in reality all it does it cause ill will. I have no problem in calling NHTSA or a lawyer God or anyone else that can take care of a problem after the beginning steps are taken. But to jump right to the final step without intermediate steps is ridiculous. I have had my share of issues from rotten wood to bent and broken axles but yelling or threatening people has done no good to the the issues resolved. Hope I haven't aggravated the situation and I do not mind the venting here but please let's be reasonable. Those that know me have heard me vent plenty. MHO

SmokeyBare
10-31-2009, 04:01 PM
I whole hearted agree that the beauty of this Forum is the interest Heartland shows by reading and responding to several of the posts within the Forum. The fact that they are reading many posts is rewarding to those who own their product as well as those who are considering a purchase. The Heartland Company gains plenty as well by learning the issues Owners are dealing with and reading what changes they want to see on future Heartland RVs. I feel who read and post on this Forum get plenty out of the praise... the complaints... the suggestions... the modifications...

One other fantastic feature of this Forum is the RESPECT that's shown by the members. Its not often are we ask that a thread need to be "toned down" Rare is the time a post gets "Closed" for any reason. For all of us who show these qualities... we all deserve a pat on the back. One only need to read a few other Forums to see the difference Heartland Owners Forum has over them.

But I would also suggest there is a Cost incurred by Heartland. Many times they have agreed to Repairs on their Product far beyond the Warranty period. Some times those repairs are done by independent dealers across the country... sometimes they feel it would be best the RV was brought back to the factory. What ever method decided upon... It Costs...

They do this not because they are "Forced to do the Repair" but more likely the Company want a ever growing "Family of Owners" who will recommend the Product to others... who will consider Heartland first when it's time to buy again.

Lets hope they continue to search for ways to improve their product... ways to find resolution to Issues that come up... Ways to keep their young Company healthy and growing.

Thanks Heartland.

fyermn
07-20-2010, 09:35 PM
Just to set the record straight. I finally took my 5th wheel back to the factory in Elkhart as they requested. When the factory rep saw the damage, he said it would take more than just a few days to repair. I left the 5th wheel at the factory for just over 3 weeks. Upon repair, I was called and told to come pick it up.

When I arrived at the factory, I saw that it was COMPLETELY repaired and a few extra repairs had been done that I didn't even know about. They also corrected/repaired so items I had concerns about. I was more than satisfied with Heartland's service, even though the vehicle was out of warranty by over a year.

Heartland stepped up to the plate for me!

Ray LeTourneau
07-20-2010, 09:45 PM
That's great news fyermn, Thanks for the update.

wdk450
07-20-2010, 09:57 PM
[QUOTE=biggziff;96007] "Companies like Comcast learned firsthand how beneficial a small presence online can move their perceived reputation. A single Comcast employee started searching Twitter for the word "Comcast". This employee did this without being asked to do this. When he found someone bad mouthing the company, he contacted the poster directly and tried to assist them. In a very short amount of time this got out and became the gold standard for "doing it right" when it came to customer service. People began posting that this guy was fixing their issues and it started a landslide. This one person turned a huge ship around...Comcast..in regards to their reputation for service. What made this work for Comcast was the folks posting the resolutions to their problems and who had made it happen."

Jim:
Your Comcast story is an exact opposite to what my medical equipment repair listserv group encountered early on in its life. A LAWYER was trolling the internet for any references (positive or negative) to the name of a company he repesented. Letters threatening lawsuit were sent to the group owner for merely mentioning the company's copyrighted name online. This really incensed the e-mail group membership, who started posting and sending letters to the president of the company saying that they would use their influence as members of hospital capital purchase committees to NEVER buy ANY equipment made by that company. It didn't take long for the group to get an apology, and the company to get new legal representation.

Recovered from 25-May-2010
07-20-2010, 10:25 PM
Awesome update. Thanks for giving us a chance to make it right.

Jim

kakampers
07-21-2010, 07:08 AM
Just to set the record straight. I finally took my 5th wheel back to the factory in Elkhart as they requested. When the factory rep saw the damage, he said it would take more than just a few days to repair. I left the 5th wheel at the factory for just over 3 weeks. Upon repair, I was called and told to come pick it up.

When I arrived at the factory, I saw that it was COMPLETELY repaired and a few extra repairs had been done that I didn't even know about. They also corrected/repaired so items I had concerns about. I was more than satisfied with Heartland's service, even though the vehicle was out of warranty by over a year.

Heartland stepped up to the plate for me!

That is great news!!! This is the same result that we received when we were in your position...Heartland is becoming known for "making it right". As long as customers realize that these types of situations are a "give and take" process, and are willing to do their part, Heartland can't be beat!!

scotty
07-23-2010, 07:00 AM
Just to set the record straight. I finally took my 5th wheel back to the factory in Elkhart as they requested. When the factory rep saw the damage, he said it would take more than just a few days to repair. I left the 5th wheel at the factory for just over 3 weeks. Upon repair, I was called and told to come pick it up.

When I arrived at the factory, I saw that it was COMPLETELY repaired and a few extra repairs had been done that I didn't even know about. They also corrected/repaired so items I had concerns about. I was more than satisfied with Heartland's service, even though the vehicle was out of warranty by over a year.

Heartland stepped up to the plate for me!

:cool::cool: Great, makes me wonder why my last five RV's weren't HL. With this kind of response and customer care, my next one will be another HL.:D:D