I want to share an experience I had...
I have a 2008 Eagle 314BHDS. This has been our most favorite camper. Each year we go to the RV Shows, waiting for that one camper that will make us want to pass it onto another camping family.
Each year we come back saying the same thing...there isn't a TT out there that wows us so much to let her go.
Well, two weeks ago, I had taken the camper to a campground that we have gone to for 16 years (Have many friends there). Took it up on Thursday night because it's more convenient for me with work. Left for work on Friday.
Returned from work and one of our friends said, what's wrong with your tongue? Not knowing what he was talking about...he took me over to the front of the trailer and showed me that my tongue was bent up...
Upon further investigation, it looked as if the box beam had crumpled on the top. Not knowing what had happened, I called my RV Dealer. He said that he never heard of this before except for one time when a trailer was involved in a head on collision.
Having no where to turn, being that it was well out off warranty, I called Jayco's Service to get suggestions on what my options were. I was connected to a gentleman named Dave. What an amazing person. He listened to my concerns and I could tell that he was sincerely concerned with the safety of my family and the camping traditions that we have made with our Eagle314BHDS.
He asked for some pictures and said that he would see what suggestions they could offer.
About 2 hours later, he called me with this news...
"Mr. Thornton, I could not sleep at night knowing that the camper was not at the 100% or repaired correctly. Out of Good Will and Safety, we are going to get it fixed for you."
I have to say, I worked for a manufacturer for 15 years and always felt that we were a pinnacle of customer service...but Jayco really took it to the next level.
They told me to get a couple estimates from certified welders. The first one that I got didn't want to touch it due to the fact that the frame was right next to the floor and he didn't want to burn down the trailer.
He then called Jayco and they discussed other options. When it was all said and done, they ended up cutting off the old tongue. Welded plates to the bottom of the frame. Built the new tongue out of 1/4" steel box tubing (original was 1/8") and has more re-enforcement. Probably added about 100 lbs to the tongue but my 1 ton doesn't notice it.
Here it is completed. As you will see, this thing will probably out live the trailer.
AGAIN, I WANT TO THANK JAYCO FOR STANDING BEHIND THEIR PRODUCTS, ABOVE AND BEYOND.
Working for a Manufacturer, it doesn't matter what you sell, there are chances that something may go wrong...
What sets a manufacturer apart is how they handle the issues when they come up. JAYCO acted so quickly that we didn't miss one scheduled camping trip. They had it completely done 3 days before we were planning to go.
Thank you Jayco...you have a customer and family for life.