May 20-22 - The trip to Tiffin Service Center in Red Bay AL for Warranty Work

Tiffin Motor Homes (under Bob Tiffin) strives to create a strong base of Brand Loyalty by trying (I repear, "TRYING") to build a better motor home and taking care of his customer base with any imperfection that these coaches may have. Countless stories of Bob Tiffin going to Ralleys or special RV shows and fixing 1-3 items for Tiffin Owners for FREE. The reality of the matter is that these coaches are built the same as most others and that they too will have the same issues wrong with them, when purchased new. Until NOW perhaps, the difference has been in the fact that a Tiffin owner could feel relatively assured that IF (it it was almost guaranteed that it could be counted on being a certainty) there was one or more issues with a new coach (up to a year old), TIFFIN would take care of it at their Service Center in Red Bay AL. However, whether by change of policy or whatever (though now they are blaming it on Covid-19), they are limiting the worthiness of their Warranty to fixing only a LIMIT of TEN (10) ITEMS (or in the direst of circumstances, a maximum of Fifiteen (15) items. Apparently they are NOT EXTENDING their warranty for additional time, since they are NOT HONORING IT either. Ten items... REALLY? 

When we purchased our new Tiffin Phaeton 40-IH with a Power Glide chassis and 450hp Cummins at La Mesa, they did nothing but wipe it down a little on the outside before expecting us to leave with it, so they could get their 'unit count' for the month of April. So we figured, not a problem we'll make our first trip a shakedown cruise straight to the Tiffin Service Center in Red Bay AL, where we could get all the problems fixed, because we have always heard how reliable their warranty is, which was one of the reasons we opted to spend the extra $$ to buy a Tiffin... and a Phaeton.

Our list of warranty work items needed when we bought our rig was as follows: 

1. SLIDES

1.01 PASSENGER FRONT Awning does not roll up when retracted.

1.02 PASSENGER FRONT Slide Tray does not lock (left or right), which has cause door latch to bend and not lock either. 

1.03 PASSENGER FRONT out of alignment (frt further out than rear).

1.04 DRIVER FRONT doors need adjusting to fully close.

1.05 DRIVER FRONT slide mechanism rubs on coach side wall.

1.06 DRIVER REAR wood molding over bed gouged deeply.

1.07 DRIVER REAR daylight seen under and around bed.

1.08 DRIVER REAR gap in headboard wall between panels.

1.08 PASSENGER REAR out of alignment (frt further out than rear).

1.09 PASSENGER REAR daylight under slide and along left side.

1.10 PASSENGER REAR lower edge uneven and rough edged, not rounded.

2. TECHNOLOGY -

2.1 SPYDER SYSTEM needs replacement. SCREEN Flickers sometimes(see video)

2.2 SPYDER SYSTEM Exterior Temperature 10+ degrees off (see photos)

2.3 SPYDER SYSTEM Tank levels go up and down on their own.

2.4 OUTSIDE TV not getting picture or sound.

2.5 FREEZER light is out.

  

3. DAY/NIGHT SHADES

3.1 BOTH SHADES over windshield are off center, night shade catches on left side and has caused it to wrinkle, and allows view on left side. 

3.2 BOTH SHADES on Driver’s window are too short and leave a gap which allows view into the cabin.

4. WOODWORK

4.1 Half-Bath DOOR is warped, needs replacement to close normally.

4.2 Frame over bed is damaged (deeply gouged), needs replacement.

4.3 Woodwork damage during production on right side of full bath vanity

4.4 Half-bath cabinet top shelving is not even, causes wobble.

4.5 Cabinet door left of M/W has rough finish w/someone’s hair in varnish.

4.6 Strut on middle cabinet door is weak (over theater-seat). 

5. PAINT

5.1 Multiple paint defects of running paint and paint chips and deep scratches/gouges, especially on edges/sides of slides and bay doors.  Also some spots totally missed and some clear coat missed.  (With photo samples)

6. WINDOWS

6.1 Most sliding windows have gaps showing daylight between them.

6.2 Most windows appear installed upside down or sideways or inside out.

7. FURNITURE

7.1 Right recliner footrest is twisted, off center, rubs on side.

 8. BROKEN/MISSING PARTS

• 8.1 Furnace Vent Grille under shower.
• 8.2 Rock Guard was damaged when we took delivery. Probably needed to be hung higher than it was. Dealer said they could order one or Tiffin would replace it.

9. SAFETY

9.1 Right Rear View mirror appears to have arm too short as the driver can only see left ½ of the mirror before corner panel blocks it and that is with are pulled in to directly in front at 0 deg. Adjust or fix as necessary as this is a safety issue. One doesn't always have right view of camera to have to look at.

We drove from Benson AZ to Red Bay, AL 1,599 miles in three days (avg 533 miles per day) anxious to get in line for these repairs, so we could get on with the reason we got this new coach... to start to enjoy it. The people on the phone said that due to Covid-19 they were on a short list of Techs so the wait for service might be a bit long, but that they did give priority to rigs under 12 months old and that they would take care of all the needed warranty issues.

When we got here however, the ladies at the Service Center Check-In had a different story. Tiffin will NOW only take care of a MAXIMUM of 10 Items. Asked what happens to the remaining items over 10, due to Tiffin not insuring proper QUALITY CONTROL before they let the rig out of the QC line at the factory, they shrugged their shoulders and just kept repeating the same story... TEN ITEMS maximum, with apparently NO EXTENSION  of the 12 MONTH WARRANTY PERIOD, when they are now refusing to honor ALL the Warranty repairs needed on their NEW RVs.

We intend to look for and contact Bob Tiffin for comment on this issue, and will report his comments and attention to his customer base, such as we are now.  IF this is going to be their new policy of lack of attention to new Tiffin Owners, it may be of worthy note when you are next shopping for a new RV, as trust in the RV manufacturer we buy from is one of our most important considerations and Tiffin might no longer measure up.