E13 Thor a frustrating experience

Relax RV Podcast

Thor episode 13 October 21st 2018.
We got to Thor for our service. An appointment we had made 2 and half months previous. What a frustrating fiasco that was. We got there a day before and we're told that the service manager would knock on the door around 7 a.m. the next day. At 8:15 I had to go track down the service manager explain to him who we were and why we were there. He said all I see that your penciled in for today but not confirmed. What? We had numerous communications with the service rep about this appointment.
We gave him our list of issues which were BCC, the furnace was running louder and a water leak from the water heater. We also told them that we had to recalls that needed to be addressed one for the shower curtain and one for the wiper.
We then gave him our paperwork for the Good Sam extended warranty. They took the rig in after another hour. We then went over to Shipshewana to do some shopping. 2 hours later the service rep called us and said she needed a pager two of our warranty paperwork.
We explained to her that we gave it to the service manager. She said we're still missing a page or two we drove an hour back to Thor and explain to the service rep that we had work done on our generator with our Good Sam extended warranty two months earlier and had no issues submitting the paperwork. She said okay I'll give it a try. She then asked where was a water leak? We were outside the rig with her so I pointed to the ground and I said well that's where the waters leaking too. She said yes but where is it leaking from I shook my head and said I have no idea that's why we want you guys to look at it. She said ok.
The day came and went. She has said we would hear back from her that afternoon. We never did.
Thor mechanics work from 7a to 3p. So if you think about it the rig enters their shop at 7:30 - time for breaks and lunch. And then they return the rig to the parking lot around 2: 30p because they end their day at 3:00. I'm figuring that gives them at the most 6 and 1/2 hours each day to work on the rig.
We arrived back at Thor at 3:00 hoping to catch the service manager or service rep. They were gone for the day and the rig was in the lot hooked up. And there was water dripping from the leak.
The next morning at 730am they took the rig to the shop.
At 930 we got a call from Thor saying they could not locate the leak.
They said the furnace was fine. And the BCC issues was caused a bad solenoid. Because we had a good Sam extended warranty we expected that we would have a $500 deductible at thor. Thor explained that they don't just replace the solenoid they would have to replace the whole bcc. The bcc alone was $700. And because there was nothing wrong with the BCC Good Sam extended warranty would not pay for that. So 2 days gone. The next day we got a call from Thor that the rig was ready to go. We paid and went to the rig. The BCC wasn't working, the battery disconnect switch wasn't working. The shower curtain wasn't replaced. We found the service manager and told him that things weren't working. He said oh yeah we forgot about the recalls. They said didn't have a shower curtain for us in stock so they would mail it to us at home. And I said absolutely not we're not leaving without a shower curtain. Miraculously they found one and installed it. And we are going to finish up the electrical issues tomorrow. And they would have to pressurize our propane system to make sure there was no leaks. I said why do you need to do that we didn't have any work done to our propane system. He said that's our policy. Now we had already paid and expected everything to be done. Unfortunately this is Thor. He said everything would be done in about an hour.
Day 4 they got the rig at 8am. Already an hour of waiting for us. After 3 hours we got a call that everything was done. They said they couldn't find the water leak. WHAT? We were so frustrated by this point we got in the rig and left Thor as fast as possible. We left so fast we didn't check everything they worked on. The next day we noticed our batteries weren't being charged by shore power or by generator. I was going to call George our mechanic but I figured he would just say pull you're in Indiana I'm here so just go ahead and check all the connections that Thor did. So I didn't call him and I did exactly that. I started checking connections and I finally opened up the BCC inside of which are fuses. I found two fuses that were not pushed in. WOW ! How can Thor let us leave saying everything is done, yet they didn't see this. Which means they never tested the BCC to see if it was working properly. How does Thor sleep at night knowing they don't serve customers as they should. We shouldn't be the ones to have found issue with their work. What a frustrating experience this has been.
Sorry if I've been a downer in regards to Thor.
The repair cost us $750. Good Sam paid an additional $400.
Good Sam extended warranty was costing us $200 a month. We were told by Good Sam we would have a $500 deductible for each problem. So paying for the extended warranty for the past months
Between the two repairs at Cummins and Thor we paid a total of $1550.00 for repairs. Good Sam paid $800. For 1 year of coverage we paid Good Sam $2400.00
We then cancelled our Good Sam extended warranty.
After 4 days and a lot of money later we left with only 1 issue fixed.
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