It may well be a change for the good, but I can't provide personal experience since my coach was delivered in May 2014 prior to the new drawers being added. I was answering mdunsworth's query to others who'd had problems with cabinetry since he was unhappy with the quality of his rig.
When I mentioned proactive, I was referring to their response to my specific need to get the drawers fixed. The warranty folks told me I'd get the stock production drawer that was in the coach if they were going to be replaced. Somewhat surprised since HL also recognized the drawer needed work since they opted to outsource production on future rigs. When I said that wasn't going to do since the drawer was poorly made and would fail again, we started down the additional bracing path. My service tech requested hours and HL warranty flat out denied the claim. The service tech called me and I contacted the warranty department. After chatting the proposed solution, they authorized a portion of the hours requested...half to be exact. I'm happy with the final fix, but again, my enthusiasm is tempered because I had to negotiate the deal between HL warranty and my service tech's office. Had I not been persistent, the work would not have been done to my satisfaction.
I'm not bashing the brand, I wouldn't trade my Landmark Savannah for another rig today. I just want to be a bigger part of the solution as the product line evolves. I intend to be part of the HL community for a long time to come. That's why I'm interested in better quality and craftsmanship from the company going forward. I'm in my first HL coach, and it's not likely my last. I'm willing to support with my experiences, both with the Landmark coach I own and through what I've learned as a program manager, to improve the product line. I've
posted comment within the forum about an owner's product improvement team that goes beyond what options you'd like to see in a coach. Real RV people with the problems with fixes they've experienced to help HL build a better product. Expect it would likely cost HL minimal investment up front in the engineering and/or factory build phases while yielding exponential savings on the warranty side by limiting rework and warranty claims after delivery.
Eric - wouldn't the change we made with better drawers, starting with June 2014 production - be considered being a proactive approach? When then GM of the brand, Tom Montague came on board, he did a lot of listening to customers and drawer bottoms falling out was something wanted to eliminate from the Landmark he planned to make (the LM 365).
