What's the Trick getting through to Gulf Stream???

[CAP]

I purchased my BTCruiser the end of Sept.

I the only dealer in my area has an attitude. "I didn't buy from them" mean while they couldn't deliver the same unit at the same price.

I have a few items that need to be fixed under the warranty.(nothing major)

I have emailed Customer Service with the list - no reply

I have left messages with Customer Service - no return call

Does "Customer Service" really exist? Or is it a dead end phone number?

AND I have to agree with C Reilly, when I bought my 5th Wheel from Nu-Wa they not only greeted me, inquired if I needed anything, answered all my questions, gave me phone numbers of all departments that I needed, where absolutly incredible in the "SERVICE" area. They are a true customer oriented company !! (Yes I got spoiled rotten with the level of "Service")

And I sold my 5ver for THIS ??

Any suggestions, other than selling this new rig?

This whole situation just blows my mind. I'm not a happy camper.
CAP

[coolchas11]

I have been through similar no returned calls with GS. Other times it works very well. I hate to admit that it does seem to be hit or miss. GS told me the other day that they have instituted service reps per region (all apparently out of hdqts). Unfortunately, I don't know who the CT, NY person is. We have just purchased our 3rd GS from Long View in Windsor Locks, CT (800)516-9058. Not too close to Long Island, but they are good. Hope it works out for you. Charlie

[GStream40]

CAP,

Did you call 1-800-213-5530 ext. 3288 ?
That was the number that was listed in the ad in motorhome magazine.
I guess what you are trying to find out is if there is another dealer in your area that can do your warranty repairs, am I correct?

Try 1-800-482-6451 ext 3745 Lorie Taylor

Try 1-800-289-8787 ext 3657 Lori Kaler Warranty Dept.

My advice is to keep calling until you get a "live" person or leave a voice mail and if they don't return your call within a reasonable time keep calling until they do answer their phone.

The above numbers I have used in the past and had no problem with responses from them. Usual response time has been within one business day.

I guess the one thing I am wondering about is " Why don't you take back to the dealer you purchased it from for repairs?"

Ron

[CAP]

Ron,
You have asked a very valid question....
Why don't I take it to the dealer I bought it from?

They are 1200 miles South.

I bought it because of the upholstery fabric/color. There are many same/similar models on the market with other manf's. So I flew to buy.

AND the dealer near me could never have brought in this unit for the price I paid.
CAP

[GStream40]

CAP,

I see why now, 1200 miles would be a nice trip though. :)

I looked in the Main Stream magazine and see that there are 3 GS dealers that sell and service the BT Cruiser line in New York.

Alpin Haus
1863 State Hwy 5S
Amsterdam, NY
Ph. 518-843-4400

Ballantine RV & Marine
7447 Route 96
Victor, NY 14564
Ph. 866-924-9161

Colton RV
3122 Niagara Falls Blvd.
N. Tonawanda, NY 14120
Ph. 716-694-0188

In Connecticut:

Long View RV Superstores
27 Lawnacre Road
Windsor Locks, CT 06096
Ph. 800-623-3326

I would think that one of them would/could handle your warranty needs. Of course you will not be put on the top of their list since their customers that purchased from them will be first priority, but I believe that is the way it is handled at any dealership of any brand.

Ron

[CAP]

Ron,
Thanks for the addys on the dealerships. I think what I'm going to do is call a coupla phone numbers OTHER than Customer "Service" and see what they have to say.
CAP

[movinsue]

I own a 40+ foot diesel pusher quad slide which I purchased "used" with less than 5K miles on it. I attempted to reach GS's Customer Service in Oct 2006 with an "out of warranty" concern. Of course, I left a message with home and cell phone numbers.

When I received no return call, I sent emails via Gulf Stream's own website to both "Service" and "Sales".

I subsequently received a phone reply from Customer Service which, after informing me that I had no warranty privileges as a "second owner", nonetheless promised to followup with answers to my several concerns.

I heard nothing further and phoned again. No return phone call or email. I emailed a second time. No response.

Following that, I researched for a "Name" of someone with presumed accountability within management. That person was [email protected]. Mr Donati had been quoted in a recently-published article that it was Gulf Stream's intention to try to retain existing owners of their products for future business. I found that to be ironic and included Mr Donati's quote in my email to him, along with copies of previous unanswered correspondence.

One month later, I received a belated reply from Mr Donati which was essentially "canned" and dismissive.

I followed up his reply with a final attempt to get a focused reply to my concerns. Another month has gone by without a peep from Mr Donati.

This narrative of my experience speaks for itself. It is not necessary to interpret for the reader whether Gulf Stream is committed to post-sale Customer Service. I will not deal with Gulf Stream in the future and, when asked, will relate my negative experience.

[coolchas11]

Frank, I'm nerved up just reading your post. I have to say there is no excuse for not returning calls or e-mails. Just a thought, try calling Mona at Gulf Stream. (800-289-8787 ext.3499). I don't know if she is your region or product rep, but she has been very responsive to me. If I don't get her when I call she always calls me back. Charlie

[movinsue]

Thanks, Charlie for your comments.

I might normally pursue GS in my matter and appreciate your support, but GS has "told" me--at a management level--that I am not important. Mr Donati, I believe, is in Sales & Marketing and his remarks, along with Lori's in Customer Service, made it very clear that I, as a Second Owner, am also a Second Class Customer.

During our brief contacts, both Lori and Mr Donati were reminded that my unit was purchased with less than 5K miles on it. Both were reminded that the factory delivery from Indiana to Florida would account for a significant part of that mileage. Both were told that their dealer assured me that this was a "demo" unit and that appliances had never been used. There is apparently a Zero Tolerance Policy (AKA Zero Thinking) for customer support of Second Owners.

I will never be a First Owner of a GS product. Though I enjoy my RV tremendously and have found it to be well-constructed, GS has demonstrated a shockingly cavalier attitude toward continuing customer support. I choose to take my chances on another manufacturer for a future purchase.

[mfa]

Thanks, Charlie for your comments.

I might normally pursue GS in my matter and appreciate your support, but GS has "told" me--at a management level--that I am not important...

I will never be a First Owner of a GS product. Though I enjoy my RV tremendously and have found it to be well-constructed, GS has demonstrated a shockingly cavalier attitude toward continuing customer support. I choose to take my chances on another manufacturer for a future purchase.

What was your "out of warranty concern" about? I think I count 2 phone calls & 3 e-mails on your part and you're ready to dismiss a company that built the well-constructed RV you have enjoyed tremendously. Seems like it would be worth phoning someone else to me.

[GStream40]

Here is a link to register you as the second owner of your motorhome:
http://www.gulfstreamcoach.com/service/MotSecOwnerForm.htm

[movinsue]

mfa-you have a point. Others might have a great deal more tolerance for bad corporate behavior than I do. "How much effort is enough" to get attention and service resolution from a company you have spent thousands of dollars on their product? That's a pretty individual matter.

In my opinion, the nature and content of my multiple contacts to 3 different departments and a member of management was enough to make a negative evaluation of corporate attitude/intent despite my satisfaction with the basic motorhome.

The nature of my concern is beside the point of the subject of quality /integrity of GS Customer Service. I believe that effective Customer Service must begin with timely, focused two-way communication and dialog not be abandoned or ignored regardless of the issue at hand. To do so erodes the trust which is the foundation of a satisfactory business relationship.

gulfstream40-I appreciate the link and and hope all Second Owners will register. As it happens, I registered as a "Second Owner" after purchasing my motorhome back in '04.

[GStream40]

Sue,
You never mentioned what your "out-of-warranty" concern was.

I have found that if one sents an email to anyone at Gulf Stream with their coach model and serial number with a specific question that usually I get a reply or it is forwarded to some one that can give an answer.

I know several that have purchased used GS products and have contacted Gulf Stream with questions but it is best to call on the phone, don't leave messages, just keep calling until you get thru to "live" person in the dept. you want.

Ron

[movinsue]

Since you asked....my warranty concern has to do with a design problem which has allowed water intrusion into my coach in the galley slide area. This has resulted in water damage.

My dealer, who initially assessed the problem, strongly suggested that I contact GS directly. Additionally, a Senior Technician at Camping World evaluated the problem, could identify no "material or use" defects and suggested that, due to the coach design, the "fix" would be quite expensive. I did not want to bore the forum with the particulars of my issue, but rather to stick to the subject of the forum thread.

I have spoken with the GS Customer Service manager, (Lori) who promised to followup my questions and get back to me. She did not.

I subsequently emailed a member of GS management (C Donati) who replied to my email, but had apparently not read it well as the reply was "canned". His reply included an invitation to get back if I needed additional information, which I did immediately. This was over one month ago and I have not received a reply.

I believe that my written communications have been clear and specific; at least GS has not requested clarification during my brief encounters.

[GStream40]

Sue.
I would call Lori again and again if needed to get the info you want.
We also had a leak on our kitchen slide and since we have a 2004 Yellowstone Quattro, it might also be what you are talking about.
Here is the copy of the post I left on another thread talking about how I had it repaired to stop the leak:

" When we purchased our coach, the kitchen slide would leak when out.

Tried putting one of those rain gutters above it that stick on, that helped some, but didn't stop it completely.

Ours has the slide that has the arms that are attached to the coach opening and go to the bottom corners of the slide. After several tries by the dealer to find out how the water was running into the coach from the rear bottom inside corner, I finally found out myself.

The pin that the arm attaches to on the bottom of the slide goes into the bottom main frame of the slide. The water was running down the outside of the slide to that pin and followed it into the main bottom frame, which is hollow, then the water was running in the frame to the inside corner and out onto the hardwood floor.

I had the dealer remove the arms and seal the pin in the slide and frame. NO more leaks since.

Since the passenger side bedroom slide has the same arm assembly, I had the dealer do it also as a precaution against future problems.

That was the only leak we had, except the one that I caused when I didn't tighten the ice maker fitting and water leaked under the refrigerator and into the cabinet below the frig.

But that won't happen again either since I sealed the outside frame on the frig so that water can't get under it and must run out the access door, just in case some dummy forgets to tighten the icemaker supply line after dewinterizing AGAIN! "

Ron

[gsadmin]

First, IMO, Sue you have gone above and beyond the call of duty as a customer in terms of raising your hand with a concern. Given the cost of the item in question, the stated intent of GS to improve CS, and with the number of contacts you have attempted to make, I would agree with you that GS has blown you off and that is unacceptable.

Furthermore, it also means to me that GS does not, as some have suggested, monitor this forum regularly else they would have already responded to Sue in some fashion. (if it were my CS dept. I would have someone look at the few posts that come in every day or at least every other day so that I could spot potential CS cancers early as well as spot other potential endemic issues.)

Sue, if I were in your shoes I would feel the same exact way. Even if I had a great coach, it is only as good as the support I can get when all is not peachy.

I hope GS wakes up and at least gets back to you. They may not resolve your issue, but at least they can call you back or start an personal email thread.

[movinsue]

gstream40-your experience is quite interesting. The leaking in your MH was in the same place as ours-the inside corner of the kitchen slide. As soon as the leak was discovered, we kept the slide retracted during rain and referred to our new coach as the "Trio" (versus "Quattro--get it? haha).

The slow and steady leaking has resulted in visible damage over time which only became visible on an extended trip last year. I, along with a dealer and repair facility, have been investigating a number of possibilities. So far, all proposed problem areas have been eliminated as responsible for the leaking The "fixes" are expensive and not guaranteed to solve the problem.

I shall reread your post and look to this is a possibility as soon as I pull the coach out of storage in a few weeks. Thank you for your input.

Does anyone else out there with a Quattro have the same problem ie leak of uncertain origin at the kitchen slide inside corner?

[GStream40]

gstream40-your experience is quite interesting. The leaking in your MH was in the same place as ours-the inside corner of the kitchen slide. As soon as the leak was discovered, we kept the slide retracted during rain and referred to our new coach as the "Trio" (versus "Quattro--get it? haha).

The slow and steady leaking has resulted in visible damage over time which only became visible on an extended trip last year. I, along with a dealer and repair facility, have been investigating a number of possibilities. So far, all proposed problem areas have been eliminated as responsible for the leaking The "fixes" are expensive and not guaranteed to solve the problem.

I shall reread your post and look to this is a possibility as soon as I pull the coach out of storage in a few weeks. Thank you for your input.

Does anyone else out there with a Quattro have the same problem ie leak of uncertain origin at the kitchen slide inside corner?

I will try and take some pictures and post them to help explain were the leak was and pin location is.

We like you were keeping the kitchen slide in during any rain until we found out what the problem was and had it sealed. Now we can leave it out during any weather and don't have a leak problem. Gulf Stream factory serviced documented in the records about the water getting on our floor for any possible problems in 2005 at the Back Home Rally. Nearly two years later now and no problems with the floor or recurring leaks.

Ron

[mfa]

...The pin that the arm attaches to on the bottom of the slide goes into the bottom main frame of the slide. The water was running down the outside of the slide to that pin and followed it into the main bottom frame, which is hollow, then the water was running in the frame to the inside corner and out onto the hardwood floor.

I had the dealer remove the arms and seal the pin in the slide and frame. NO more leaks since. ...
Ron

Is there any way to post a picture of the area you are talking about?

[movinsue]

GStream40-I suspect that you may have hit on our problem. This would explain the slow, intermittent nature of the leaking defying the usual diagnoses.

I look forward to your photos and appreciate your effort.

Was it difficult to remove the arms and seal the pins? Was it something that a strong, courageous manly-man (My husband!) and an able helper (me!) could do without the assistance of repair shop equipment?

It appears that this Forum has demonstrated another level of information to those seeking Customer Service support from Gulf Stream Coach; ie your best--or ONLY- resource might be other GS owners!

[GStream40]

The first picture shows the arm on the side(s) of the kitchen alide:

http://www.gsowners.com/attachments/photobucket/img_2870_52339cf473d9650f9d75efd7b325f09e.jpg

This second picture shows the arm and the pin. I had the dealer's service remove the arm and seal the pin so that no water could get into the frame past the pin.

http://www.gsowners.com/attachments/photobucket/img_2870_4b7e73fe8a4291384bb522aebf94062c.jpg

This last picture is a view showing the arm, pin and bottom where the tightening bolt for the pin is located.

http://www.gsowners.com/attachments/photobucket/img_2870_eb90e775203a85c8674f31250ef62de8.jpg

You can see in the photos some of the sealant that was used.
I cannot advise how they removed the arm off the pin, but looking at it I would say they probably supported the slide and pulled the clip pin and then the arm. Sealed the pin really good by seeing all the sealant that was squeezed out around it. They did this to both side pins of the kitchen slide and also the passenger side bedroom slide as a precaution.

This stopped the water from getting into the bottom frame and running inside the frame and onto the floor.

BTW, The dealer didn't figure this out, nor did Gulf Stream advise of this, I figured it out while watching the water run down the outside of the slide during a rain and into the pin area. :idea:

The leak was intermittent, sometimes the water wouldn't run onto the floor until I ran the slide in and sometimes it would leak with the slide out. I found out the water would lay in the frame after a rain then run out onto the floor later. It just about drove the dealer service dept, Gulf Stream and I nuts until I finally figured out what was happening.

Like I stated in a earlier post, since the pins where sealed behind the arms, we haven't had any more water leak problems with kitchen slide.

Ron

[movinsue]

GStream40-MUCH thanks for your assist on this confounding problem--made all the worse by lack of customer service attention by Gulf Stream Coach.

I noted that your coach is the same as ours, model, engine and chassis. Only the model year is different. I feel pretty confident that our coaches suffered from the same leaking problem in that area.

From your pics, the fix does not appear to be a "backyard project". Do you happen to have the service paperwork from your dealer in which the repair work was described? Since this is an unusual repair, I am thinking I would need as much description as possible when I take it in.

Again, thanks for the extra mile you went to describe and illustrate your experience for the benefit of all GS owners perplexed by this problem.

[GStream40]

I noted that your coach is the same as ours, model, engine and chassis. Only the model year is different. I feel pretty confident that our coaches suffered from the same leaking problem in that area.

From your pics, the fix does not appear to be a "backyard project". Do you happen to have the service paperwork from your dealer in which the repair work was described? Since this is an unusual repair, I am thinking I would need as much description as possible when I take it in.

.

Since the sealing job was done under the warranty and was done under my direction, there was no actual description on the work order other than "Seal Kitchen Slide as per customers direction"

You could print out my description in the post or if you want, contact me by PM with your email address and I will sent you my pictures by email along with a brief desciption of what to seal which I believe you understand now. If mine wouldn't have been under warranty, I would have probably done it myself, but that is just me since I do all the PM maintenance on our coach myself.

Ron

[RJ82much]

Ron,

I'm fascinated with the pics of your scissor mechanism for your slides. I have the lowly Sun Voyager, so we get hydraulic slides with self-aligning rack & pinion. BTW, the factory engineer on our tour said my system was the best in the industry. How your units, the la-creme da crop don't get the unit mine has? (if the factory guy wasn't throwing me a line).

* In your photo, what is the purpose of the bolt on the bottom? That's a pretty hefty bolt. Wall to floor?

* The side pin (pivot for the scissor arm?): How is it fastened into the floor? (or wall?) threaded? welded? It doesn't extend into the living area, I presume? How can the GS designers be so careless to possibly miss this as a potentional source of leaks? I'm absolutely amazed. There has to be some kind of weldment into a frame structure to hold that weight. That design is just like the pins from my backhoe attachment to my tractor 3-point hitch. They take a beating, bend, stretch a tad, & then move all around till I replace them. Fortunately, I don't have to worry about water leaks on the hitch!

* The next thing I find appalling about the design is it looks like a simple hole has been drilled through the arm, & with no bushing what-so-ever, the arm is just slipped onto the pin? A little bumpy driving, a few operations, and the hole elongates. Allows the slideout to droop a little so that the top seal doesn't. I'm not sure what the nature of misalignment would occure with the slideout in... but it can't be good. Jees, unless I'm wacky, it just doesn't make sense that a $200,000 rig doesn't warrant another $10 worth of parts.

Sue, I'm old & decrepate, but it looks like a project your manly man could potentially tackle. Me thinks I'd block the bottom up from the ground (firmly - 6x6, shimmed to take the weight off the arm) maybe in 2 places as a precaution. Oh, another idea: sturdy boxes, stands, or work-table & an automobile jack to make the fine adjustment. Pull your fancy pin. With a tire iron, pry bar, or whatever, move the arm off the pin.

Now closely examin that pin to see of it's tight, if there is any movement. Before you put the arm back on, gunk the devil out of the wall & pin. If there is an actual gap between the wall and the pin, get a big O-ring from Home Depot or TSC(?) the tractor store. Jam the O-ring in the gap then plug with the most expensive sealant you can find. I think you'll likely find it is a Butal sealant.

Reverse the assembly process (arm on, pin in, lower the jack). Give all your helper friends the beer they so earned & send them on their way. You & hubby hug. Keep after GS to tell you how they'd suggest you fix your leak. ;))

Ron, please tell me if you believe I've diagnosed this wrong. I'm just going by the picture.

[GStream40]

Bob,
I believe you are right about the arms to a point. The arms just seem to be a stabilizer when in the open position and are on the shallow slides of the pasenger side that are electric. The other two slides on drivers side are hydraulic and do not have them.

Gulf Stream changed this design last year I believe, 2006 models, on the electric slides and now they have something else, no arms. Like computers, something new and better comes out all the time, at least they say. :)

The one thing is unlike your backhoe which moves lots of times at the pivots and actually supports heavy loads, the arms are just a stabilizer as I stated. Of course if I could have or would have purchased a Provost, it would not have any of those. :lol: But in all truthfulness, the slides function very good, are tight, move in/out true and seal tight with no leaks, now.

As far as your description of how to remove the arm out off the pin so that one could seal it, I believe you might be right about supporting the slide weight, but like I stated, I told the dealer what to seal and they did it. I probably can find out from Gulf Stream techs at the Back Home Rally in June on how to remove the arms and what procedure to do.

Ron

[GStream40]

Here is some information that I found about the arms and the assembly made for the our kitchen/bedroom passenger side slides.
It was made by:
Liftco Inc.
24076 Reedy Dr.
Elkhart, IN 46514
website: http://www.liftcoinc.com/index.html?pag ... es&level=3 (http://www.liftcoinc.com/index.html?page=wallkits&title=Wall%20Kit%20Styles&level=3)

Ph. 800-454-3876 or 574-266-5551

There is PDF file that you can view the assemblies, we have the Standard Wall Kit on ours.

Ron

[RJ82much]

Ron,

Now I'm very confused. I went to the LiftCoInc site & looked closely at their PDF file.

It seems to indicate that the pin is actually on the outside of the living space, under the floor. Also, they have a note stating there is a drip pan to "channel water away". They don't say away from what though. It shows the drip pan right under the pin.

I'm back to wondering how water is getting into the interior. What am I misunderstanding?

The liftco unit is actually a frame, complete with electric motor, that GS essentially sets their slide-room into/onto?

[GStream40]

"I'm back to wondering how water is getting into the interior. What am I misunderstanding?"

Bob,

If you look at the drawing carefully, you will see that the pin assembly goes into the bottom frame, the water was going around the pin into the frame, following the frame to the inside corner and running/dripping onto the floor.

Sealing the pin stopped the water intrusion and thus stopped the leak.

I don't know where the "drip pan" is located since one cannot see inside the the bottom after the slide is complete.

It is an assembly that Gulf Stream purchases and builds the slide into it.
It does work quite well and seals tight. No water problems since I had the dealer seal around the pin and that is what counts. Maybe the pan was sealed by a mistake by GS during assembly of the slide and that is what caused the leak, in other words maybe the pan was supposed to drip to the outside bottom but couldn't and that is why the leak accured, no way to tell. So the only option is to make sure no water flows past the pin which seems to be the best solution.

Anyway, it worked and I am a happy camper.. :lol:

Ron

[RJ82much]

Ron,

Silly Bob, Silly Bob, Silly Bob, Silly Bob, Silly Bob,

I totally forgot that you may want to occasionally CLOSE your slide!!!! ...and YES, the slide frame, drip pan, and all comes INSIDE. Whew.

Sounds like the "drip pan" is just that - a drip pan, not a drain pan. So, perhaps you bring a pan-full of water inside, then go bumping down the road, emptying the pan on the rug!

Sorry - I was daydreaming of snowmobiling

[movinsue]

This is a followup to my several previous posts describing the extraordinarily POOR Customer Service which I experienced with Gulf Stream aka GulfStream headquarters.

Per a suggestion from another Forum member, I emailed GulfStream Customer Service daily for TWO WEEKS, each time referencing my previous unanswered emails and attaching previous correspondence.

NOT ONE of my emails was acknowledged by anyone at Gulf Stream. Not even an Auto Responder! (None of my emails was returned to me by my email server.)

Not surprisingly, I am quite disturbed by this shocking demonstration of corporate rudeness. At this point, I seek nothing further from Gulf Stream Coach. Needless to say, they are no longer in the running for a future purchase.

Additionally, I will do everything in my power to actively and vigorously discourage anyone contemplating a purchase from Gulf Stream from doing so prior to thoroughly researching their record of aftersale service. I will also take advantage of every opportunity to submit appropriately negative comments and opinions to consumer surveys, online newsletters, blogs, magazines and other forums which solicit such input.

Since I found that internet Search Engines produce different results according to the version of the spelling of Gulf Stream, I will make sure that Gulf Stream is formed both ways in anything published--Gulf Stream and Gulfstream-- so that persons seeking information will have ALL the pertinent details available to them!

[mfa]

This is a followup to my several previous posts describing the extraordinarily POOR Customer Service which I experienced with Gulf Stream aka GulfStream headquarters.

Per a suggestion from another Forum member, I emailed GulfStream Customer Service daily for TWO WEEKS, each time referencing my previous unanswered emails and attaching previous correspondence.

NOT ONE of my emails was acknowledged by anyone at Gulf Stream. Not even an Auto Responder! (None of my emails was returned to me by my email server.)...

Have you tried writing them a real letter? I wrote them on a warranty issue and got a written response back within the week.

[lockdoc]

Sue,

I am sorry to hear that you still have had no personal contact with GS and that your problem still exists. I am glad that I have a GS towable as I have had nothing but great thngs to say about the level of attention to customer service when I have had a need. I know that all of the different divisions are supported by different department heads and that seems to make a difference!

Question for you. Have you done any phone calls to their customer service department or management staff? You may have answered that question in an earlier post, but frankly I am too lazy to go back and read all three pages. From this last post it looks like you emailed only and your frustration mounted with each and every email you sent. I know how that goes....my thing is a busy phone line when I feel I NEED to get through so it works with MY schedule! With everytime I dial the number my blood pressure goea up! There are some great people at Gulfstream and I am surprised that you haven't gotten to talk to anyone yet! If you dared to make a rally, they will have folks there to address the issue for you. If you were in my neighborhood, after the desciption of the issue, I am sure that I could take care of it for you in less time than it took me to write and edit this email!

Good luck to you in this issue. I wish you no bad will but it is my experience that spreading negatives only tend to make us more negative ourselves and bitter and sour. Sometimes we just gotta get on with life and fix what needs to be fixed. I have had the opportunity to repair my new 5er myself because it was more of a pain to take it to a dealer and I am mechanically inclined. Find someone like me and get it fixed so you can be a HAPPY camper if you cannot get a GS dealer to seal the pin that is causing the leak.

Life's blessing to you.....and hoping that this finds you smiling!

Kevin

[Maggie]

Kevin,
That was a great answer and I agree with you completely.
Some times we are our on worst enemey. I do wish they would
go to the BHII rally. I think the problem could be solved there. However I also realize that everyone can't get away from jobs & etc.

[movinsue]

This is further information to those readers who did not see the history of my previous multiple attempts to receive Customer Service...which is the subject of this thread. Be assured that I did, indeed, pick up the phone several times and left many messages.

I do not believe that one should have to jump through hoops to get a response from a corporate entity with whom one has placed confidence and thousands of dollars in their product. Despite my belief, I did jump through many hoops.

Additionally, I must differ on one point made. Email IS real mail. It is written communication that saves trees, fuel and and certified postage fees. It has an audit trail. It is a legally-recognized form of notification and one can be held accountable for what is communicated in email.

It is wonderful when one has good experience with a manufacturer and, when that is the case, it should be publicly acknowledged in fairness to RV'ers coming to the forum for a balanced view of an issue. But others do not have a good experience. Before pronouncing the writer as having a negative attitude, perhaps one could read the thread in its entirety and then decide.

One is always free to disagree with the writer's "final answer" but comments about "being one's own worst enemy" and implications that the author should get back to being a "happy camper" are presumptuous.

[bad42]

Sue.
I would call Lori again and again if needed to get the info you want.


Ron

Ron/Sue
It's been my experience that part of the problem with the customer support organization at GS is the manager, and that is Lori. Over the last two months I have left her 5 voice mails and talked with a person on her team that supposedly told her that I needed a return phone call.

So far there has been no response from Lori or anyone else on her team. I truely believe that Lori's lack of professionalism and customer focus has set the tone for the entire group of customer representatives.

It's extremely rare to reach anyone in the customer support group without leaving a voice mail message, and even rarer still to receive a return phone call from anyone.

Shortly after I purchased my MH, I received a letter announcing the Gold program and introducing my personal advisor. It may play well in the press, but in reality it isn't working well. It appears that if you are having a problem with your rig, they don't want to hear about it and are inept to help with a resolution. I assume that if you are not having a major issue and are content with your purchase, they may be glad to talk with you.

[GStream40]

Sue,

Did you get your leak fixed on the kitchen slide using the advice I gave you on what was done to mine to stop the leak?

Ron

[movinsue]

Ron: Not yet. We just returned from the FMCA convention and a short trip afterwards. Our rig has just been moved to a vacant "snowbird" site on a concrete pad and we are now able to plan a repair. I am hoping to find some help in the area (Lake Wales) as my husband is not well these days. I am fortunate to have had your substantial technical help on this job to guide the repair-thanks once again.

Bill-I'm sorry to hear that you are having ongoing problems with Gulf Stream's Customer Service. I did speak to Lori one time when she promised to follow up on my concern, but she never called back. I feel your pain...

Speaking of the FMCA convention, we visited the Gulf Stream product display (on Day 1) and spoke at great length with a GS gentleman inside one of the RV's who seemed very interested in our experience with Customer Service. He was not a dealer rep and seemed familiar with GS. Despite a genuine concern with some of GS's "systemic" problems, we were offered no further exploration of our issue by any GS representatives present at the convention.

[GStream40]

Sue,
Thanks for the update. Sorry to hear about Frank not feeling well.

I am also checking into another posible "fix" on our slides. If it works also I will will let you know. It is to seal the frame so the water cannot run into the interior and onto the floor no matter if the pin is sealed or not.

Hopefully I can check into it and try it in the next week.

Ron

[movinsue]

Ron-that is so cool! I could do the sealing myself if it is a workable fix, even if it is interim! My Frank has good and bad periods and this is one of the bad ones, unfortunately. Gotta get him feelin' frisky again and back "on the road" so he can Drive Miss Susie! Appreciate your well wishes!

[SueMac]

Another Super Nova owner had tried for weeks to get a hold of Lori at GS to no avail. He finally went up the ladder and found out she no longer works there. He was put in contact with another gal (sorry I forgot her name), left a voice message and was contacted right away.

We have been contacted by GS being new owners and have been assigned a personal customer service rep. Had a nice visit with Kristi about the changes at GS and all the problems we're experiencing with our new Super Nova. We should talk to our personal rep this week on what we'll do with some of the serious problems as a result of poor assembly.

Hopefully things are improving at GS.

SueMac
'08 Super Nova

[leonmacha]

My original GS dealer in New Braunfels,TX, dropped the VISA line, then the replacement dealer dropped the VISA line. My only other choice is one in the Houston area who was not interested in my warranty repair because the manager said GS does not reimburse enough to make the repair a paying proposition. This left a dealer in the Dallas area and a new one near Austin with minimal facilities.
I made my written complaint to GS with full documentation. I got contact to John Brun at GS Customer Service. I was skeptical, but John carried me all the way through my problem. John did a good job.

I do not like the way RV manufacturers handle warranty work. You have to deal with each supplier of each component for each problem. Would be like buying a Chevy and being told to talk to Delco when your battery goes out. Crazy!!!!!!!!

If your original dealer disappears, you will have difficulty being adopted by another.