Erika, I agree and you said it very nicely. Defending poor quality doesn't serve anyone well. While I like my coach and I do speak well of it when chewing the fat at campgrounds, I'm not an apologist either. Heartland (well, to be honest, Thor Industries) does need to get their act together.
With all of the "philosophies" about quality, here are the simple facts. When a product has these defects, it is not a quality product (and this is just my coach):
- multiple loose screws
- sinks that fall out because someone didn't secure them
- carpet staples sticking up that cut toes
- end caps that fit so poorly they are misshapen
- misaligned bike carrier frame brackets that require re-welding
- table screwed to the floor crooked
- nicked wires that cause shorts
- backup cam wires that were never connected
- stereos not working because the wiring was bundled together with electrical tape that looks like a five year old did it causing two disconnected wires
- a floor speaker that had an L bracket to secure it but was never secured, causing the speaker to fall and break my coffee maker
- TV connections that fall off because they were never tightened
- missing shackle bushings, misaligned entry doors
- basement walls that popped apart because screws drilled in at an angle were expected to hold thin particle board walls together
- slam hatch doors that leaked around the latches because the holes were sloppily cut
- etc. etc, etc
Because I have experience, I fixed all of these problems myself (with the exception of re-welding the frame brackets). I'm also happy with the coach because now it is "right" thanks to me.
No one - I repeat - no one is responsible for any of the above but Heartland and it is poor quality. It is the result of just pushing units out the door with the expectation of the new owners fixing the problems or having the dealer do it under warranty and it is a poor business model. It is the result of poorly motivated employees and poor quality assurance procedures - which speaks volumes about management (who I am sure are getting their bonuses for "improving the bottom line"). Trying to defend this doesn't play in my book.
The arguments that if a quality product was to be offered, nobody could afford it are just silly. If Heartland can afford to fix this stuff after the coach leaves the factory, they can afford to do it right the first time.