Well, since my RV dealer and star craft won't help me in any way, I'm taking my issue to the internet. The emails go from newest to oldest, here is my tale... Also, sorry this post is so long..

Hi Joyce,

Thank you for the quick response. It is greatly appreciated.

I too am very sorry for the issues that we have had with our windows. The unit is only 9 months old and will soon be off warranty and I am wondering what will crack, break or otherwise limit us in using our camper trailer that we worked hard for. I have heard of many trailers that have had issues with flooring every year up here (though the ones that have been built in Ontario Canada have thicker linoleum and do not seem to have this issue), so I know it’s not limited to us. The thing that really concerns me is that is that this product is being sold in our climate to unsuspecting people and they have no recourse except to make an insurance claim (that is a $700.00 deductible) to fix an installation or product failure. If your company is going to sell campers in a cold climate, maybe some cold weather testing should be done (or just do not sell these units up here) on the units components so unsuspecting individuals, (like our family) are not left “holding the bag” on a $27,000.00 camper that can only be used when it is warm and cannot be stored in the cold because the windows will crack and fail.

I will have to say that I am truly disappointed in TRX RV, the Star Craft brand and particularly the Star Stream name. Initially, everything about this unit screamed quality and we were VERY proud to have this unit sitting in our driveway, we loved the solid wood interior, led running lights, aluminum wheels, stainless steel lug nuts, radial tires, 1 piece aluminum siding, tinted windows, etc. We paid more for what we thought was a quality product but sadly, we were taken advantage of. We could have bought a cheap *****-lite trailer, had most of the same features, had the same square footage and been $15,500.00 ahead in the game. Now, when people ask how we like our trailer (and many have), I will have to say that I am not at all impressed with TRX RV, the Star Craft name and particularly, the Star Stream product and would not recommend buying one as spending the extra money is just a waste as the company will not stand behind their product and we are left to look after their product failures.

I understand that these are hard economic times, but a little customer support and good will would go a long way. I know we are only 1 customer and we only bought 1 trailer (and who really cares about 1 customer, right? You and the dealer already have our money), but through the power of the internet and websites like www.youtube.com, www.rv.net and www.dieseltruckresource.com, I hope I can reach others and help them to keep them from making the same mistake that we made.

Thank you for your time and right now I am not having that great of a day.

John


From:Joyce
Sent: Friday, April 24, 2009 12:41 PM
To: John
Subject: RE: 2008 Star Stream SS23SQ issue

Good Afternoon, Mr. Buller.

Hope your day is going well. We finally got some very nice weather and are in for a beautiful weekend as well.

Let me start by saying how sorry I am that your trailer has experienced these problems. It is very unfortunate. The cracked linoleum is being replaced as a matter of good will. You see, cold weather is not considered a warranty situation and it is highly likely that this was the cause. However, as I said, we are taking care of this as a matter of good will. The cracked windows could possibly also be attributed to the cold weather – I’m just not sure. But, unfortunately, cracks in window are not covered under warranty in any way – our supplier simply will not participate at all in this. If the windows had been under stress, they would have cracked during transport from the factory to your dealer’s lot. We simply cannot go back and cover these windows. I will tell you, though, that it is possible to replace the glass itself rather than replacing the entire window. Also, have you checked with your insurance company to see if they will help you with this? I truly hope everything works out well for you in this regard.

Thanks and have a great day!


Joyce
Customer Service Manager
Starcraft RV
________________________________________
From: John
Sent: Friday, April 24, 2009 9:36 AM
To: Joyce
Subject: 2008 Star Stream SS23SQ issue
Importance: High

Hello:

In August 2008, we purchased a brand new Star Stream SS23SQ travel trailer from TRX RV in Saskatoon, Saskatchewan, Canada (after seeing 1 in a campground in northern Saskatchewan). We did our research and this trailer filled the needs that we had and the quality that we wanted and we were fortunate to have enjoyed it about 5 times before winter came (had some great memories so far with it!!!). We stored the camper at my parents acreage for the winter and when we picked up the camper, we noticed a couple of things. The first thing that we noticed was the floor was all wrinkled up and it cracked in a few places. We spoke with TRX and they asked for some photos and once submitted they said, no problem, bring it in to be fixed. Great!!! Excellent service. It is worth noting that during storage the camper was sitting perfectly level also.

The second issue that we noticed, was 2 of the windows on the passenger side of the camper were cracked (1 in the bedroom and 1 in the common area). Both window panes that cracked were the permanent ones, not the ones that go up and down. The origin of the crack in both windows is the mounting screw that appears to hold the window frame in place. Susan, the service person at TRX said that glass is not covered by warranty. I would completely understand this if the glass was cracked by a stone chip or someone throwing something at it. But it is not, both cracks are on the same side of the trailer, in 2 different windows, that originate from the same type of mounting screw. It is worth noting that the 2 windows that cracked, are the only two windows on the whole trailer with external mounting screws. This leads me to believe there is some sort of issue with either the integrity of the wall, the window design, possibly the mounting screw but I think it has to do with the person who installed the windows.

After Susan, the Service Person and Tom, the owner at TRX RV declined to help us in any way, shape or form with this and said I have to deal with Star Stream myself (I’m not feeling the excellent service anymore), I tried calling the Star Craft warranty line and I got the message that once the trailer leaves the Star Craft manufacturing plant, there is no coverage at all on the windows. I tried to explain I could see 1 window cracking, but not 2 windows, on the same side of the trailer, having 2 cracks starting from the same mounting screw and the only 2 windows with external mounting screws on the whole trailer, could not be coincidence. This person then gave me your email address and I have sent you my request for help. I am a person that is responsible for my own actions, if I have done something to cause an issue, I will own up to the problem and correct it myself and not try to take advantage of a warranty, because all this does is drive up the cost of warranty for everyone. But, I feel this is not an issue that I have caused and it appears to be some sort of issue with the window installation or window itself.

Please help me in this situation.

I have included some pictures of the issue for your review and 1 of the truck and trailer before our first camping trip in it.

The trailer serial number is: *****************

Thank you for your time and consideration.

John

Work phone # 306.***.****
Home phone # 306.***.****

 

I would take both windows out and take them to a glass shop. My in laws had one fixed in Alberta a couple of years ago cost $35. As for the lino, when mine split I cut it out and put laminate in. Just make sure you get one that can handle moisture.

 

can we see the pictures?

 

It's customer service like this, that makes for economic hardships. Companies sell their goods for high dollar figures and then pull out when the customer, who is paying high dollar prices, needs their help with fixing something that goes wrong with a faulty product. You pointing out the use of those very popular websites that work so directly in conjuction with their business as a vantage point to you delivering a blow to their business should have them on their toes. Heck, just reading the e-mail correspondence between you and their company has already told me that I wouldn't be dealing with them, so the damage is already beginning for them and you can quote me on this to them if you would like.

You are 100% correct that they should have done some more extensive research and development on this trailer to see how it stacks up to the competition in acclimate weather and should have had a fix during the development phase in order for it to stand up to any flawed designs pointed out over the course of at least the one year that they "claim" to warrant their product. A warranty is a warranty.

Do you think that any decent roofing business in Everett, WA won't warrant your 9 month old roof leaking like a siv because it rains a lot up there and then blame it on the weather? They would have lawsuit after lawsuit filed against them.

This company you worked with is sickening at best.

 

I have uploaded 5 pictures and they are pending approval. As per my promise of verbatim, here is the latest correspondence. These 2 emails happened after the first post on April 27, 2009 at 9:26 am. I have only edited the full names and email addresses.

Hi Joyce,

Thank you for replying, I really do appreciate it. But please understand where we are coming from, we spent good money on a product that has 3 problems and 2 identical deficiencies. I know glass can be a tricky area, but we live in a climate of cold weather and having windows that will crack every year, makes it tough to have a positive attitude. It would be like you buying a brand new Corvette and driving it 5 times before winter came and then you parked it (and while you drove it, you really, REALLY liked it). While it was parked, both side windows cracked and the carpeting ripped while its sitting (and never moved) at your storage area and you can trace the crack back to the same mounting screw that holds each window in. How happy would you be with the dealer and Chevrolet saying too bad, it’s “possible” that it’s a cold weather issue but as a good will gesture, we will replace the carpet, but not the windows. What else would cause 2 windows to crack spontaneously? Personally, I’m thinking improper installation (screws tightened too much?).

Actually I would sooner have the windows replaced than the flooring as I can do the floor myself, I cannot do the windows because if I take the windows out and try to fix them, and it rains in the mean time, I’ll get water in the trailer. If it rains while I’m replacing the flooring, I can close the door and nothing will get damaged.

You state “How do we know what happened during the time you have owned it?”. I completely understand your point, but, if you look at the photos, you can see that there are NO marks on the window from anything external to cause the crack. If you would like, I will give you close up physical photos taken with a 35 MM camera (so they cannot be doctored) of any area on the trailer that you would like, exterior or interior, and one can see that this unit has not been abused. The point I am trying to make is that BOTH cracks started on the only 2 windows that have exterior mounting screws and that the cracks start at the screws. Also, you can clearly see in the photos that 1 crack starts at the screw and goes to the middle of the glass and stops. If I was trying to rip Star Craft off, I would not have sent you close up photos of the glass or offer to take any photo of any area of the trailer. If you would like, I can get 4 people to sign sworn affidavits that the glass was fine when it was parked and both windows were cracked before we picked it up.

We really do appreciate you replacing the linoleum and for that I say thank you.

Please do not worry about getting your side out, everything will be posted verbatim.

Thank you for your time and consideration.

John

From: Joyce
Sent: Monday, April 27, 2009 11:36 AM
To: John
Subject: RE: 2008 Star Stream SS23SQ issue

Mr. :

I do understand your frustration but please try to understand why we cannot cover broken windows. If the windows had been broken when the unit arrived at the dealer’s lot, yes, we would have taken care of them. But, they were not and they were not broken when you purchased the trailer. How do we know what happened during the time you have owned it? I only used the cold weather as maybe one possibility but that doesn’t mean that’s what caused the problem. We do stand behind our products and have already issued a good will towards the trailer by replacing the cracked linoleum. I hope that if you do get on the web, you tell them what we did do for you.


Thanks and have a great day!


Joyce
Customer Service Manager
Starcraft RV

 

after seeing the pictures i don't think it's those screws causing you cracking issues. it's probably more like the walls flexing with the temperature changes.

 

Have you tried removing those screws to see how long they are? If they are too long there is your proof.

I must admit the RV dealers cover next to nothing on warranty. Once you have left their lot with your new purchase they don't want to see you again until you are ready to buy again.

 

As per my promise, here are the final emails. I find it quite sad these companies wonder why they lose customers.

Hi Joyce,

Thank you for the reply, I would have gotten back with you before this, but I was not feeling well yesterday. Since you have the linoleum already sent out, I will take that. I understand that your company must have a zero tolerance for window issues, but please understand that there must be exceptions to every rule. I just have a hard time understanding that any company, in these economic times, would alienate their customer.

Thank you and have a great day!!!

John

From: Joyce
Sent: Tuesday, April 28, 2009 5:25 AM
To: John
Subject: RE: 2008 Star Stream SS23SQ issue

Mr. :

I will make this offer – if you would rather have the cracked glass repaired as a good will rather than the linoleum, I will do that. Just let me know and I will stop the delivery of the linoleum and authorize the dealer to take the windows out and have new glass put in them. Looking forward to hearing from you soon.



Joyce
Customer Service Manager
Starcraft RV

 

Take the glass and put down laminate, the vinyl will only split again during the winter.

 

Dear Joyce,I note that business schools of note include in the class notes customer retention programs.One of their basic tenants is "a happy contented customer might tell three people of your product or service.However,in an inverse proportion,an unhappy customer will tell a minimum of 23 potential customers of their experience with your companies product or service".Today of course with the internet the numbers change drastically and are exponential in nature.In this economic climate,which position would your company like for me to take?My notifications would of course include all govermental entities dealing with product safety, roadworthy issues and the like.
Sincerly.........

 

Yea, when this linoleum fails, I'm going to install laminate (just like the Air Streams, which is what we should have bought in the first place) and be done with it. Its just right now, this my busy season and I do not have the time. It blows my mind that for $300-400 they are willing to REALLY tick someone off. Tick off someone who has access to the internet and knows what forums to go to. Tick off someone off who will make the time to let people know and help them make an "informed" decision. I have not gone to www.rv.net or www.thumpertalk.com yet, but I will.

 

file a claim in small claims court,that useally gets them moving

 

I don't know if you are a "good Sam" member, we joined early last year and get their magazine and online news letters. Anyway they help members who have had trouble dealing with all kinds of things. I have yet to see one where they have not managed to get full refund/compensation. If you are not a member it's very cheap to join and you get to become a "product tester" of new stuff. After testing you actually get to keep what you tested.
Think about that and let "Sam" take care of it for you.