PandBStandiford
Member
I keep reading on the forum about the Great service you get from Heartland Customer Service. That has not really been my experience. I recently called when the floor in our BH basement collapsed. I was looking for some kind of assistance and all I got was basically "Good luck."
So, we fixed it without help from Heartland. Then, in trying to make sure we have all the leaks stopped, I find out the DS slam door is leaking like a sieve. This is something we asked to have worked on two years ago at the rally in Goshen. They put silicone on the top of the door. In researching, I find a forum thread that indicates that many, many Heartland owners have had the problem with the design on these slam doors as far back as 2009. Sure would have been nice if the technicians had told us about this in 2011. I guess it is a secret. How about a recall on faulty design. What, it's not a safety issue so no recall. How about an alert to the owners that have these faulty doors so they can get them fixed before major problems occur.
But I digress. After reading that this is a know problem (to Heartland anyway) I called customer service again looking for some help. What I really want is a new door but... wish in one hand.... what I got after a week and a half of emails was - we are almost certain your door was made by Kino. Give them a call at xxx and see if they have a fix or if it will take a whole new door. (Sarcasm on) WOW! What great customer service (sarcasm off). Okay, the unit is out of warranty. I'm not asking Heartland to replace the door. But good customer service would have been for Heartland to call Kino and intercede on my behalf. The design of the door is faulty. I realize that Heartland didn't make the door but they installed it and the RV has the Heartland name on it. This is not good customer service. So, if you're reading this trying to decide if you should purchase a Heartland product or some other brand (SOB) then my recommendation is to go with the SOB.
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So, we fixed it without help from Heartland. Then, in trying to make sure we have all the leaks stopped, I find out the DS slam door is leaking like a sieve. This is something we asked to have worked on two years ago at the rally in Goshen. They put silicone on the top of the door. In researching, I find a forum thread that indicates that many, many Heartland owners have had the problem with the design on these slam doors as far back as 2009. Sure would have been nice if the technicians had told us about this in 2011. I guess it is a secret. How about a recall on faulty design. What, it's not a safety issue so no recall. How about an alert to the owners that have these faulty doors so they can get them fixed before major problems occur.
But I digress. After reading that this is a know problem (to Heartland anyway) I called customer service again looking for some help. What I really want is a new door but... wish in one hand.... what I got after a week and a half of emails was - we are almost certain your door was made by Kino. Give them a call at xxx and see if they have a fix or if it will take a whole new door. (Sarcasm on) WOW! What great customer service (sarcasm off). Okay, the unit is out of warranty. I'm not asking Heartland to replace the door. But good customer service would have been for Heartland to call Kino and intercede on my behalf. The design of the door is faulty. I realize that Heartland didn't make the door but they installed it and the RV has the Heartland name on it. This is not good customer service. So, if you're reading this trying to decide if you should purchase a Heartland product or some other brand (SOB) then my recommendation is to go with the SOB.
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