Good Sam Club Open Roads Forum: Bought a new 2019 Arctic Fox Model 865
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 > Bought a new 2019 Arctic Fox Model 865

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T. Faith

San Jose, CA

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Posted: 10/28/18 05:52pm Link  |  Quote  |  Print  |  Notify Moderator

Bought a new 2019 Arctic Fox Model 865.

The issues I have are this: Lousy Customer Service from Northwood Mfg'ing and poor customer service communication from the home office in Oregon.

Our truck is a 2009 GMC 2500 Heavy Duty Std Bed and gas engine.
When we went to pick-up the new truck camper after the dealer prep was completed, my wife yelled stop as we were loading the unit into the truck bed. The problem, the LPG elbow/nipple for was offset too far horizontally and was going to land on the the right side rail of the truck. I needed to buy a 1.125 thick piece of plywood to go under my 5/16" tuck mat to provide clearance to keep the LPG line from getting damaged. The dealership we bought the rig from believed I had a legitimate request to ask Northwood to authorize and fix the issue.
Norhwood blew us both off. I was told that they cannot design for all the changes in new trucks. When I told the the factory person that my truck was not new - a standard 2009 3/4 ton, he went OH! Then he sent me an email telling me that the issue is to deal with. The Dealership sent Northwood a drawing with an explanation how they proposed correcting the issue with about 4 to 6 hours of labor so I could get the rig into the bed and not have interference. The dealership was told that they would not authorize the request. The chief technician at the dealership talked to me later and told me that he beleives that the engineering department did not even look at his drawing, explanation and estimate to fix the issue.

Other issue: one of the small access storage doors is sloppy as can be. The Dealership requested authorization to fix or replace it. The request was denied by Northwood. The explanation that because it is small, a replacement door would not solve it. so deal with it as is.

After out first shake down trip, we found that three of the 4 window frames are warped and the windows don't close flush allowing wind and cold air to come into the rig. I have not contacted the dealership yet about that issue.

Anybody else having Customer Service and Customer Relation issues with Northwood Mfg. in Oregon?

Seaspider


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* This post was edited 10/28/18 06:42pm by an administrator/moderator *

1492

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Posted: 11/01/18 07:56pm Link  |  Quote  |  Print  |  Notify Moderator

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jplante4

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Posted: 11/02/18 07:01am Link  |  Quote  |  Print  |  Notify Moderator

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montecarlo31

Tampa, FL

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Posted: 11/02/18 08:43am Link  |  Quote  |  Print  |  Notify Moderator

First of all sorry to hear about your issues. It's too late to say it could be handled differently at delivery time however they (Northwood) should probably step up and do something. I know all too well how one customer with a bad experience impacts a company 3 to 4 times more when compared to a positive experience.

The above being said we were looking at some Nash travel trailers at one point and I had reached out to Nash with questions, it was amazing for a company that depends on customers how arrogant their response was. They more or less stated it is what it is if you can't find it good luck. When I asked a few more probing questions I got a similar response. We're not the only ones who've had this experience. I guess when times are good they feel they don't need to interact with customers or who knows. It also made us wonder if this is their response now what will their response be after the sale, good luck getting them to keep their promises, I could see needing lawyer letters to get anything resolved with them.

Bottom line is we experienced similar issues with their communications and have to say we will always tell people about our experience. Hopefully they review this site and see that their reputation is starting to precede them.

bobman

Georgia

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Posted: 11/02/18 09:41am Link  |  Quote  |  Print  |  Notify Moderator

I’m in the starting process for buying a new truck camper and they were one of the three I was considering

Not anymore ....thanks for this review probably saved me a lot of headaches

Exact Mass

Vista, CA, USA

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Posted: 11/02/18 09:42am Link  |  Quote  |  Print  |  Notify Moderator

We bought an AF travel trailer 6 months ago and discovered the gray water tank housing was resting on the rear of the 2 axle tubes when the trailer was empty, sitting in the drive and level. When we questioned the dealer about this, they contacted that factory and were told this wasn't a problem. Not a problem ... GFL! It's certainly the last time I'll deal with a Northwood product.


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JD5150

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Posted: 11/02/18 09:57am Link  |  Quote  |  Print  |  Notify Moderator

This is why I prefer to deal directly with a manufacturer when buying. Hallmark is on top of my list. Hallmark would be the ones who install it so if there was a problem it would be fixed right there on the spot. Northstar and Bundutec are next in line. You can get hard side camper from either Northstar or Bundutec. Both of them in my opinion build a better camper than Artic Fox

Bedlam

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Posted: 11/02/18 11:54am Link  |  Quote  |  Print  |  Notify Moderator

I didn't have any problems with my 2012 Arctic Fox bought through Apache Camping. We caught a couple of items in PDI and Apache fixed them without cost to me or resistance from the manufacturer. When we were looking to upgrade to a larger camper we would have chosen another Northwood Mfg product if they built what we wanted (they did not). We ended up buying a different brand but through the same dealer.


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anutami

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Posted: 11/02/18 12:18pm Link  |  Quote  |  Print  |  Notify Moderator

Do you have any pictures?


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GeoBoy

Northeast

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Posted: 11/02/18 02:45pm Link  |  Quote  |  Print  |  Notify Moderator

I have owned 3 Arctic Foxes, TT’s and TC and they have all been very good and Dave Mann and Justin in warranty/customer service have been great.
Our AF dealer has also been great, hence 3 Arctic Foxes.

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