paying extra for tech support

Topic: paying extra for tech support (Read 2816 times) previous topic - next topic

paying extra for tech support

September 14, 2015, 07:03:44 pm

SO, can someone please tell me why I couldn't speak with a tech at the factory today? I was told that I did not have an extended membership or some such thing. I tried to call back to talk to the receptionist for clarification, but they seem to be gone for the day.
I remember a year or so ago trying to call the factory and being told that we had to be motorcade members (our membership had lapsed - it is now current) in order to speak to the techs... don't remember anything about an extended policy. Today I was told that we would have to pay $25- the extended membership price to speak to the tech. Had I known 8 years ago that it would come to this I would have thought twice about the decision to purchase a ForeTravel.

Re: paying extra for tech support

Reply #1 – September 14, 2015, 07:12:23 pm

Extra $25 per year

Re: paying extra for tech support

Reply #2 – September 14, 2015, 07:21:05 pm

Know it's REALLY frustrating when you can't get through to the person you want to talk with — and especially if you're in a jam (maybe you aren't) — but the Motorcade Plus membership seemed worth it to Susan & I when we purchased our coach. As Tim said, it's only an extra $25 annually. See this link: Foretravel Motorcoach - Technical Support

And this kind of expertise is invaluable: Foretravel Motorcoach - Tech Talk with JT

Don't give up! Hope the day gets better. You've purchased one of the finest coaches available. You didn't make a mistake choosing Foretravel. And there are a lot of additional service resources beyond the factory. When I was at Tennessee RV last month, there was a Nimbus in the service bay next to our U320. James Holder, manager of the RV service facility, is a Foretravel owner and Brad Armstrong, one of their RV Service Advisors, has deep Foretravel experience. 865 933-7213

Hope some of this helps!

Re: paying extra for tech support

Reply #3 – September 14, 2015, 07:29:20 pm

Thanks for the info. I am sure that you are correct about it being worth the $25. Just seemed ridiculous to spend additional money when you spend a lot of money to purchase a luxury coach to begin with - and - my question didn't seem like it was overly technical. I just wanted to know if I could attach mirrors on the sliding door between the bedroom and the bathroom area. I am in the midst of a remodel and thought I might like to add mirrors if the door slider frame is hung in the "meat" so that it could support the weight of mirrors.

Re: paying extra for tech support

Reply #4 – September 14, 2015, 07:36:54 pm

Wish I knew the answer re: the doors — and I'll be interested to hear what you learn — but a lot of members on the Forum have done an huge amount of work on their coaches (you know that, of course) and are better equipped than I am to answer.

Your specific question might be answered more quickly if posted in the "Foretravel Renovations" section? I've had a couple of non-engine/transmission/electrical questions answered there with good advice and information. Just a thought. Congrats on a great coach. As you said, a real luxury coach and wonderful road machines.

Re: paying extra for tech support

Reply #5 – September 14, 2015, 07:39:36 pm

The "Premium" level of Motorcade club membership was announced right after Motorcade Club renewals for 2015 were completed. There are mixed opinions on it.

Motorcade Premium Membership

Re: paying extra for tech support

Reply #6 – September 14, 2015, 07:45:44 pm

As Michell says -

We have found over the last couple of years that Foretravel does have their idiosyncrasies, shall we say, one of them is their somewhat recent development of their "Premium" membership that does pay for telephone support. This topic has been discussed infinitum. We paid our $25.00 and hope we do not have to call.

Sorry about your frustration. Many also call Motor Homes of Texas.

Re: paying extra for tech support

Reply #7 – September 14, 2015, 08:05:30 pm

@Looking West... I will post my question in the Renovations section. I admit to not being very forum savvy - so I appreciate the help. Leanne

Re: paying extra for tech support

Reply #8 – September 14, 2015, 08:06:35 pm

Quote from: lmcinyv – September 14, 2015, 08:05:30 pm

@Looking West... I will post my question in the Renovations section. I admit to not being very forum savvy - so I appreciate the help. Leanne

No worries Leanne! And Welcome - we're glad you're here!

Re: paying extra for tech support

Reply #9 – September 14, 2015, 09:53:56 pm

Thanks, Michelle!

Re: paying extra for tech support

Reply #10 – September 15, 2015, 12:14:35 am

We paid the $25 for the Premium membership ... and I do not hesitate to call when I need info from James Triana or Mark Harvey. I have gotten very prompt call backs and they are pretty helpful when I need extra info to help with things like the recent replacement of the Turbo Turd. It was worth the little extra, in my opinion.

Re: paying extra for tech support

Reply #11 – September 15, 2015, 06:09:02 am

I was told that James spends most of his day returning calls. I was at the factory last week and stopped in the office and he was on the phone. Sometimes he has 20 calls in a day. FT decided that they had to offset the cost somehow. That they support any motorhome, much less 20 plus years old is great but I feel your frustration. Lots of questions can be answered on the forum as many times been there done that. Also for a remod question, I have called David F too.

Re: paying extra for tech support

Reply #12 – September 15, 2015, 08:49:41 am

Hint on getting to David Flanigan at FOT - call and talk to a service advisor/writer and ask to have them connect with David and have David call you back. Usually you will get a call that day from David.

He does monitor his email, but I have to say his call back record from just an email is hit or miss, and he is often to busy to respond to email in a timely fashion.

Re: paying extra for tech support

Reply #13 – September 15, 2015, 11:07:32 am

Once you pay the extra $25.00 the new amount becomes the norm. They should just build it into the motorcade membership and offer as benefit. Everyone would then be happy as they would not feel nickeled and dimed.

Follow-ups
- 2001 Cummins oil pressure issue (created from Re: paying extra for tech support)

Re: paying extra for tech support

Reply #14 – September 18, 2015, 07:32:24 pm

I find this paying for Tech Support very troublesome. I came from the aircraft world and was one of the Tech guys on the end of the telephone and we did it as regular duty. The airplanes, some of which were many years old all got the same service. the cost is already paid for in the initial profit when the thing is built, and supported later on by the sales of newer models.
I live in Western Montana and there are no Foretravel centers anywhere now that they have retracted everything to Texas and that is 4 days away!!
I do not want to join the club as I have no interest in any form of group travel and caravans. A local branch of the club, maybe, but they don't offer that. The discounts only work at the factory so why do it??
I have an oil pressure issue with my 1991 320 with a Cummins 400. I understand that it is probably an issue with the electronics behind the panel?? That system was made by Stewart Warner who sold it, and the buyers discontinued the system.
That being the case I would expect better Tech support as they apparently are well aware of the issue, but you can't speak to them?

I have had a computer plugged in to the system and I have good oil pressure, and have changed the sender at the back with no change.
Maybe I have too much for this part of the forum with two subjects, but I am sure someone will tell me??
Brian.

Re: paying extra for tech support

Reply #15 – September 19, 2015, 06:39:11 am

There is a branch of the club in the pacific NW and other places accept the motorcade discount other then the factory too. A number of the old dealers and I also believe the CC agreement supports the discount in OR. Also RnR in Spokane is the old Factory dealership but do not know if they support the discount but they do understand our coaches.

Re: paying extra for tech support

Reply #16 – September 20, 2015, 12:52:44 am

Quote from: speedbird1 – September 18, 2015, 07:32:24 pm

I find this paying for Tech Support very troublesome. I came from the aircraft world and was one of the Tech guys on the end of the telephone and we did it as regular duty. The airplanes, some of which were many years old all got the same service. the cost is already paid for in the initial profit when the thing is built, and supported later on by the sales of newer models.
I live in Western Montana and there are no Foretravel centers anywhere now that they have retracted everything to Texas and that is 4 days away!!
I do not want to join the club as I have no interest in any form of group travel and caravans. A local branch of the club, maybe, but they don't offer that. The discounts only work at the factory so why do it??

I have an oil pressure issue with my 1991 320 with a Cummins 400. I understand that it is probably an issue with the electronics behind the panel?? That system was made by Stewart Warner who sold it, and the buyers discontinued the system.
That being the case I would expect better Tech support as they apparently are well aware of the issue, but you can't speak to them?
I have had a computer plugged in to the system and I have good oil pressure, and have changed the sender at the back with no change.
Maybe I have too much for this part of the forum with two subjects, but I am sure someone will tell me??
Brian.

Did you buy your 1991 u320 new or used

Re: paying extra for tech support

Reply #17 – September 20, 2015, 11:40:53 am

Bob,
I bought it used from FT in Texas and Tyle Fore gave us a great deal on the older Grandvilla that we had.
The parts guy Mike Grimes is worth a lot as are the tech guys, but I am not going to be bulldozed into joining a club that I am not interested in, and then paying more to get tech service, that is robbery. The main views all seem to say similar things although a lot of folks would not have a problem with a dues increase and no extra fee. maybe the beanie counters should listen?? If I had bought a new model and one year later I have to pay extra to get someone to speak with me I would be very peeved. It is not a question of how much money I have, but one of principle.
I see someone mentioned that James is on the 'phone all day answering tech calls. that is his job, and just the same as I did when working for an aircraft manufacturer.
The R&R folks in Spokane are still favorable to Foretravels, but the older knowledge is going away. Keith Woodward is the guy to talk to over there. They changed my old troublesome Prosine inverter system and fitted a far better one. They did the job quicker than they quoted and did it well. They did not mention the club or offer any discounts.
This extra fee is not a trend that needs promoting.
Having said all that we have a terrific coach, and just want to give it the care and attention that it needs from time to time.
Brian.

Re: paying extra for tech support

Reply #18 – September 20, 2015, 01:03:02 pm

Quote from: speedbird1 – September 20, 2015, 11:40:53 am

Bob,
I see someone mentioned that James is on the 'phone all day answering tech calls. that is his job, and just the same as I did when working for an aircraft manufacturer.
This extra fee is not a trend that needs promoting.
Brian.

If Foretravel had spent any time at all producing parts and workshop manuals like the aircraft manufacturer you worked for did, James would not have to spend nearly as much time on the phone. So now, customers are being forced to pay a fee for the factory's lack of planning. With aircraft, autos, buses, each model is documented with revisions noted in the next publication with affected serial numbers listed. Our included documentation frequently leaves some engines out and does not include the correct part number. For instance, when the U300 changed from a rear radiator to a side radiator, the hydraulic pump belt listed is very incorrect and can easily be responsible for engine damage. I don't think many would mind spending a few $$ ordering a set of manuals when they purchased a new or used coach.

My GM bus had a thick parts catalogue with exploded views including part numbers and specs for the parts as well as a very comprehensive shop manual with complete detailed instructions on servicing.

Throwing the brake, rear axle, wheel, etc., literature in a binder is not a shop manual. The schematics are fairly good but so much is left out.

We love our coach but are very disappointed in the support. Anyone without a mechanical background and on a fixed income is in a precarious position without this forum. So many wives' tales and unscrupulous/incompetent service shops are out there ready to prey on the uninitiated

Pierce

Re: paying extra for tech support

Reply #19 – September 20, 2015, 01:36:00 pm

Hi Pierce,
I have to agree with you that the manual situation is pathetic. I, like most of you, have a big White box full of manufacturers brochures and not much else. The coach, much like an airplane, is made up of a lot of contractors parts, and needs comprehensive manuals to sew the whole lot together and make a complete system. Very lacking from FT.
But with this forum at least we can get answers from others experience. Thank you all.
I have an airplane that is now un-supported by the manufacturer who does not now exist. There is a product support organisation, who do not have any manufacturing behind them, and they do charge an annual fee for their services as well they should, or they would not exist. Not the case with FT.
Brian.

Re: paying extra for tech support

Reply #20 – September 20, 2015, 05:39:49 pm

I like my FT & I hope to upgrade once or twice .... God provide health & prosperity.
I am glad FT and MHT are in business & I am here to support them just as long as I own a FT.
$25 extra is nothing (for me) relative to other annual expenses for my FT.
It makes me feel good to know that they will pick up the phone, if i ever need any help .... but, first & foremost, i am lucky to have my FT friends, here on the forum.

Re: paying extra for tech support

Reply #21 – September 20, 2015, 08:48:06 pm

The $25 for tech support is OK, if you can get it. I have found that on our 91GV, there just isn't much info/support to be had. If I have a component problem, I'm mostly on my own. The parts dep't at FT is very good, and they will tell you that there just aren't replacements for some things. As previously stated, if I couldn't do a lot for myself, I would not own a rig like this. Have a great day ---- Fritz

Re: paying extra for tech support

Reply #22 – September 20, 2015, 11:38:05 pm

I certainly am not defending the $25 fee but the current owners of Foretravel did not sell anyone a coach before 2007?

Most if not all brands pass on telling you anything on a 15 year old product.

Most went out of business instead.

I doubt they agreed to support the older coaches for free or at all.

Re: paying extra for tech support

Reply #23 – September 21, 2015, 12:42:36 am

Quote from: Caflashbob – September 20, 2015, 11:38:05 pm

I certainly am not defending the $25 fee but the current owners of Foretravel did not sell anyone a coach before 2007?

Most if not all brands pass on telling you anything on a 15 year old product.

Most went out of business instead.

I doubt they agreed to support the older coaches for free or at all.

Shop time runs at $80.00 to $110.00 per hour , so $25.00 would be about 15 minuets or so ?
I will be glad it's there if I and when the need arises.

Re: paying extra for tech support

Reply #24 – September 22, 2015, 07:12:03 pm

Quote from: LookingWest – September 14, 2015, 07:21:05 pm

When I was at Tennessee RV last month, there was a Nimbus in the service bay next to our U320. James Holder, manager of the RV service facility, is a Foretravel owner and Brad Armstrong, one of their RV Service Advisors, has deep Foretravel experience. 865 933-7213

I have owned a number of motorhomes in the last 20 years and after having Tennessee RV do some work for me on a Monaco and them also having done some work for the previous owner of the Foretrave that I now own.............................................I realize that Tennessee RV is definitely Hillbillyville. For what they charge the quality of their work should be much, much better. I live about 20 minutes from both Buddy Gregg and Tennessee RV and I wouldn't take anything to either of them to have any kind of work done. I have seen a number of jobs concerning body and paint work from both businesses that didn't look as good as a high school body shop class could do.
Both are total rip-offs!!

There's a lot of talent here in East Tennessee, but they're not working for $10.00/hr at Tennessee RV or Buddy Gregg's.

$25.00 a year is cheap to get tech help when the tech knows you're going to buy your parts & labor elsewhere.

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