Foretravel product and customer service concerns. Just my observations.

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Foretravel product and customer service concerns. Just my observations.

March 11, 2015, 01:59:47 am

Two and a half years ago I discovered the FT brand and this FoFum. At that time we were considering a diesel pusher and looked at most of the brands out there and I spent alot of time on their forums as well as this forum.

The one thing that stood out to me was that there was much less product/company/service criticisms here than on other forum. I thought that was significant. Lots of happy owners with good competent service.

It appears to me over the last year the amount of negative comments about the service aspect of the FT business has increased.

I am wondering what has changed and why. Am I less forgiving, more demanding and more critical? I was told many years ago that if I do not set expectations then I can not be disappointed when they are not met and that perceptions are 99% truth.

Am I sensing a change and do not feel comfortable with the feeling. I am perceiving the change(s) as NOT being positive to me as an owner. I have been proud that we do not own an "Orphan" and that the mothership is there when I need her. Am I afraid that the Mothership might fade away and no longer be there to support me?

In my business life I was a Quality Engineer for a steel company and used statistical analysis to quantify product reliability and repeatably and used classical problem solving techniques to understand problems including ones that were subjective and not objective. It is a passion of mine to identify root causes of problems and make process control changes to eliminate the problem. So the appearance of problems are not always indicative as to the actual state of condition, just as perception is not necessarily truth.

I think it is important for us, FT owners to be able to share our experiences with each other. It is also important for the folks that are interested in the brand get insights as to how the coaches perform and how the mothership supports them. One of the many values that this FoFum provides me with is open communication between members and this communication has saved Carol and I us lots of $$$ and in the process have met many wonderful like minded folks.

We purchased our coach because we felt that it is the best built coach out there for the money. We still feel that way and are always pleased when we walk through camp grounds and again realize that we have the best coach in the park.

Carol and I make our service and repair decisions based on our needs. Some times the service/repairs are done by the mother ship, some times not. This FoFum does help to set our expectations and we make decisions based on our perceived value.

Sooooooo - Expectations and perceptions are important.

Just my opinion.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #1 – March 11, 2015, 02:44:40 am

Quote from: Carol & Scott – March 11, 2015, 01:59:47 am

We purchased our coach because we felt that it is the best built coach out there for the money. We still feel that way and are always pleased when we walk through camp grounds and again realize that we have the best coach in the park.

Same here. We bought our 2003 Foretravel in part because it was of the highest quality, possessed design and safety features available nowhere else, had best in class materials and workmanship, and unequaled support through this forum, These reasons have not changed one iota.

My main concern, and a minor one at that, is if we ever need to buy another (newer) coach, there is nothing out there that meets our needs. If anything happens and we need a new coach, there is nothing wrong with finding another 2003-ish Foretravel.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #2 – March 11, 2015, 07:27:42 am

When I bought our 1999 10 years ago, I saw it sitting on Featherlite's lot in Sanford Fl. I took a look and bought it 2 weeks later. Then discovered the factory support, and the Forum. Since then I have had many conversations with James T. (who actually built mine), as well as the parts department, as a result I am very pleased with my purchase and the support from FT. However I do believe they are missing the boat not doing something in the 3-500K range say U270 style, but that doesn't matter much to me as budget constraints will not allow the purchase of a 500K motorhome, so I,m destined to be a Poortravel owner unless I hit the lottery. Their parts, service and remodel shop seem to be going great guns(long wait time to get in).

Seems like they get a lot of flack for being hard to get hold of and not returning e-mails and phone calls in what we consider a timely fashion maybe 3-5 min, in this electronic age of instant gratification. Truth is most of us buy very few parts from the factory, nor will the coach ever be repaired at the factory. I'm just glad they are there when I really need them, but I am also aware that their main focus is not on 15-20 year and older coaches when asking for information, just glad to get when they get to it.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #3 – March 11, 2015, 07:51:01 am

I am still a new foretravel owner. I have had my 95 for two years. I have had few problems FOT has been great for part supply. I have never been to Texas to see the facility or had work done there. I have had my rig at various dealers for some minor repairs and service. Every dealer says that they would rather work on my Foretravel than anything else including brands they sell. they love its simplicity and the quality. That is propably the best compliment I and foretravel could receive. I hope they survive forever, we need them and so does the competition.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #4 – March 11, 2015, 08:27:58 am

Foretravel is still one of the best companies in the RV field and their new products show that they will be here in the future.
Maybe they do not have the ability to build a lower priced coach. They have always sought out quality. Technology has moved so fast in the last 5 years that they have had to make a lot of changes to keep up. The EPA is out of control in trying to cut down on fossil fuel use so all the technology in that area has to be studied carefully. As well as electronics. More gadgets etc on the coach the more the cost. Labor is high and operating a company in the current environment is a tough job. Time for a little credit to Foretravel and the job they are doing. Just keep it going. DAN

Re: Foretravel product and customer service concerns. Just my observations.

Reply #5 – March 11, 2015, 08:04:30 pm

Sounds like a plan, Bob.

Too bad FOT doesn't have someone around like you.

best, paul

Re: Foretravel product and customer service concerns. Just my observations.

Reply #6 – March 12, 2015, 08:11:51 pm

We have a 2015 IH and we are happy to have had 3 other Foretravels. I speak for myself only when I say we have had some great service from Foretravel. Have I ever been frustrated with something at the factory, yes, but did I let it dominate may life and complain to everyone, no I worked to find a solution and I have found Foretravel willing to meet me at least half way. We have had some issues with our new coach but Foretravel is currently working to correct these items. I don't know of any item that is made by man that will not have some short comings. I find the folks at Foretravel to try to answer all reasonable requests within a short time and I hope they will continue to answer calls from customers.
I only hope that those that are complaining stop and think that others read this forum and a lot of folks may decide to bypass Foretravel because of these comments. How many of you make it a habit to support the factory as much as possible? Do we continue to speak of past issues after a long time or do we check to find out if things have improved since you had an issue.
I am not trying to gloss over issues but I am also not putting anyone down, just ask yourself could I do better than the people at Foretravel with all of the items that they have to address daily. During a discussion with the people at Foretravel I found they are working on a new web page and they hope to have it up soon. Could some of you spend some time helping them with the information that could help all of us. Thanks for my long ramble. Jim Busby

Re: Foretravel product and customer service concerns. Just my observations.

Reply #7 – March 13, 2015, 10:42:24 am

I do not know of any US or Canadian motorhome manufacturer that provides a better product , service, remodel and parts than FOT. Product support is very good for even the older models. All anyone that has or has had an issue with FOT can do is to try to work the issue to a satisfactory conclusion. If not, then one had better find an alternative. If enough people find an alternative, then FOT will cease to exit in due time. Somehow I do not think that will happen. The management will figure out how to remain a viable high end motorhome manufacturer. All that said, they do need to do a better marketing/sales job to grow the business. Then again, maybe they do not want to grow the business for whatever reason.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #8 – March 13, 2015, 12:19:54 pm

My brother has '99 Country Coach, needs air bags. He can't call Country Coach for help. The bags are no longer stocked by ANYONE, Firestone will make him some....2 month lead time. Folks with many coaches, whether they are new, old, in production or not do not nor can they get support that Foretavel has always provided. The coaches that they are making today are out of reach for most of us here, and in some cases not to our liking. But that doesn't mean they are not marketable. I want them to survive, Nacogdoches wants them to survive, MOT, Xtreme, Bernard and others want them to survive. I will support them as much as practical, will I buy a newer, bigger fancier ? No, but I will promote the brand as much as I can.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #9 – March 13, 2015, 01:20:02 pm

" Then again, maybe they do not want to grow the business for whatever reason."
Do they have the production capacity to put out many more than they do now?
When I toured the Airstream factory in OH last Summer, I observed a number of very inefficient practices. seems they have clung to a number of archaic methods, despite being part of a very large, contemporary organization.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #10 – March 13, 2015, 03:56:21 pm

Quote from: Caflashbob – March 12, 2015, 11:29:40 pm

59 new. 41 used.

They probably haven't sold that many combined over the last few years.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #11 – March 13, 2015, 05:59:21 pm

After our expensive December, we gave serious consideration to whether a Foretravel (or, for that matter, any motor home) was the right choice for us. At this point we still think a Foretravel is the right coach for us. We understand that some day we will want/need a newer coach. I seriously doubt whether we will ever be able to afford a coach that is less that 12-15 years old, so it will be a long time before current coaches are even in our price range.

By all accounts, RV sales are on the increase. According to the folks on Airforums, Airstream is selling everything they can build at pretty close to list price. They are adding on to the factory, so they must be doing something right.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #12 – March 13, 2015, 06:23:03 pm

Quote from: kb0zke – March 13, 2015, 05:59:21 pm

By all accounts, RV sales are on the increase. According to the folks on Airforums, Airstream is selling everything they can build at pretty close to list price. They are adding on to the factory, so they must be doing something right.

Similarly on the high end with Prevost conversions - Marathon is pretty much at pre-recession numbers and looking to significantly increase headcount as a result Marathon Coach Weathers Oregon's RV Fallout | RV Business

Re: Foretravel product and customer service concerns. Just my observations.

Reply #13 – March 13, 2015, 06:45:24 pm

The Motor Home Specialist web site is showing sale pending on three Prevost and three Foretravel Realms.
Larry

Re: Foretravel product and customer service concerns. Just my observations.

Reply #14 – March 13, 2015, 07:39:24 pm

Somehow we humans seem to tend to "Pile ON" to negativity. I still think Foretravel is the most trouble free and best value in the market. Yes, I have had a few issues with their work but not as many as from a fine company like Cummins. Foretravel service is a champ in comparison. I haven't seen anything indicating that their service is getting bad. I think if there is a change it is due to the number of customers seeking service due to their expanding reputation of the Foretravel shop.

We all want Foretravel to be successful long term and yes, they might want to pay attention to the advice of their biggest fans to make sure that happens. Can management do better? I think so but I don't have all of the information that they have.

The best thing about this forum is that it is not traditionally a gripe site. Let's all try to keep it a positive experience for all.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #15 – March 13, 2015, 08:51:29 pm

Quote from: ltg – March 13, 2015, 06:45:24 pm

The Motor Home Specialist web site is showing sale pending on three Prevost and three Foretravel Realms.
Larry

I am very happy to hear that there are three realms sold.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #16 – March 13, 2015, 10:17:25 pm

I counted five Realm's with sale pending on them. What a difference a few days make. Maybe they just did not update the web site until recently.

Mark

Re: Foretravel product and customer service concerns. Just my observations.

Reply #17 – March 14, 2015, 12:33:37 am

Foretravel fixed, upgraded, remodeled dozen or so, small and medium items right before Christmas on our 94/U225 & She will be back there this May for one more item and one item that they did not fix it quite right the first time around, nothing big.
They've done a great job for us and they are bunch of nice folks to deal with. I hope they will be around for a long time. as long as they keep up the good work I will keep going back.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #18 – March 14, 2015, 12:38:03 am

"By all accounts, RV sales are on the increase. According to the folks on Airforums, Airstream is selling everything they can build at pretty close to list price. They are adding on to the factory, so they must be doing something right."

That's for sure ... I can't get a camp site ... when and where i want it

Re: Foretravel product and customer service concerns. Just my observations.

Reply #19 – March 14, 2015, 10:31:57 am

When it comes to quality vs quantity I think all of us will vote for quality.

Simple logic example: Foretravel--quality all the way!

SOB from Red Bay---quantity.
Example: Dog food from China--bad quality!!!
Dog food from USA---good quality!!
Example: Air bags from Pacific Rim nation--Kind of bad!!
We take a great deal of pride in having a Foretravel coach because of the quality and reputation. I don't think anyone takes pride in having a coach solely based on quantity.

Foretravel--Keep on with quality!! It is a fact that quality in small quantities holds a much, much higher demand.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #20 – March 14, 2015, 12:40:03 pm

Quote from: nitehawk – March 14, 2015, 10:31:57 am

When it comes to quality vs quantity I think all of us will vote for quality.

Simple logic example: Foretravel--quality all the way!
SOB from Red Bay---quantity.
Example: Dog food from China--bad quality!!!
Dog food from USA---good quality!!
Example: Air bags from Pacific Rim nation--Kind of bad!!
We take a great deal of pride in having a Foretravel coach because of the quality and reputation. I don't think anyone takes pride in having a coach solely based on quantity.

Foretravel--Keep on with quality!! It is a fact that quality in small quantities holds a much, much higher demand.

This reminds me of a book I read abut 40 years ago. It was required reading for employees of 3M at that time. it Talked about quality and how the Japanese were eating Detroit's lunch (no t mention breakfast and dinner) at the time. A part of quality is what we talk about all the time, the part where the product is built to spec and just works. Another part of quality is building products that are what what customers want and need. The best quality-built buggy whip is overall low quality if nobody wants, needs, and buys it.

Most of the members of this forum own coaches that were built were well and also the type of coaches we wanted. So we bought them. Many of us have a problem with Foretravel, in that the current coaches are built as well as ever, but not what we would want in out next coach. I for one would not be interested in a new or newer coach more than my current 38' length or more than my current 11'6" height, and would be completely satisfied with two or at most three slides. More slides mean less storage space. Fewer slides mean getting away with shorter length.

Although the Red Bay products do not meet my standards of build quality, they get much closer to my needs than a 45' IH ever will.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #21 – March 14, 2015, 02:35:34 pm

Tom, unfortunately we are still in the era where the beancounters set the rules and sometimes don't have a good grasp on what is really required in the real world. Their goal is the bottom line and if things don't go the way they want good people suffer and the company can fail.

Been there--seen that!!

Re: Foretravel product and customer service concerns. Just my observations.

Reply #22 – March 14, 2015, 03:11:42 pm

Quote from: nitehawk – March 14, 2015, 02:35:34 pm

Tom, unfortunately we are still in the era where the beancounters set the rules and sometimes don't have a good grasp on what is really required in the real world. Their goal is the bottom line and if things don't go the way they want good people suffer and the company can fail.

Been there--seen that!!

Yup. Me too. One former employer of mine decided to knife the baby, killing their future survival in order to get one more halfway decent sounding quarterly earnings report. They failed in the long run, being typically short sighed.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #23 – March 16, 2015, 08:31:41 am

The ideal coach for us would have been a 2003 36ft. GV 320 with a single slide, ISM 500 if they had built them.

Re: Foretravel product and customer service concerns. Just my observations.

Reply #24 – March 16, 2015, 09:24:46 am

Bill, If they had built that you would have to wait in line as I would have done anything to get it.

Gary B

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