GRAND/\ DESIGN

RECREATIONAL —' VEHICLES

Customer Satisfaction Campaign 910019

To: All Grand Design RV Dealers April 20, 2020

Grand Design RV has decided to launch a Customer Satisfaction Campaign to address customer
concerns regarding interior wall discoloration and possible damage directly behind their
convection microwave. This action is limited to recreational vehicles with High Pointe and
Furrion convection microwaves.

The concern involves the potential for discoloration and/or surface damage to the wallboard
material located directly behind the convection microwave, visible only after the appliance has
been lowered or removed. Our investigation confirmed that this condition can occur over time
with frequent high-temperature use of the convection feature. Extensive in-house and third-
party testing concluded that the discoloration and surface damage is cosmetic in nature and
there is no possibility of a thermal event or threat to safety.

On recreational vehicles equipped with a High Pointe or Furrion convection microwave, Grand
Design is authorizing the no-charge installation of a protective heat shield that is installed to the
wallboard material directly behind the convection microwave. This heat shield eliminates the
potential for discoloration and/or damage to the wallboard surface from repeated high-
temperature use of the convection feature.

Owners of affected vehicles will be notified of this Customer Satisfaction Program by mail from
Grand Design RV. A copy of the owner notification letter is attached for your reference. Also
attached is a list of your retail sold and stock units affected by this action. Finally, please find
attached the repair and claim filing instructions associated with this program action.

Your assistance with this Customer Satisfaction Program is appreciated. Should you have any
questions or concerns, please contact Grand Design Technical Support at 574-825-9679 or 888-
825-2820.

Respectfully,
GRAND DESIGN RV, LLC

11333 County Road 2, Middlebury, IN 46540
Phone: 574-825-8000, Fax: 574-825-9700
granddesignrv.com

GRAND/\DESIGN

RECREATIONAL VEHICLES

Customer Satisfaction Program 910019

This notice applies to your Grand Design , VIN

April 20, 2020

Dear Grand Design RV Owner:

At Grand Design, we are fully committed to assuring you enjoy a positive ownership experience
with our products and services. We take concerns with our products very seriously and are
firmly committed to promptly and effectively address concerns as they arise. Accordingly,
Grand Design is offering a no-charge Customer Satisfaction Program for your recreational
vehicle identified above.

Why is a Customer
Satisfaction Program
being conducted?

What are we doing
about the problem?

Grand Design has become aware of some owners that have concerns
with discoloration and/or surface damage to the wallboard material
located directly behind their convection microwave, visible only after
the appliance has been lowered or removed. Our investigation
confirmed that this condition can occur over time with frequent high-
temperature use of the convection feature. Extensive in-house and
third-party testing concluded that the discoloration and surface
damage is cosmetic in nature and there is no possibility of a thermal
event or threat to safety.

On recreational vehicles equipped with a convection microwave,
Grand Design is authorizing the no-charge installation of a protective
heat shield that is installed to the wallboard directly behind the
convection microwave. This heat shield eliminates the potential for
discoloration and/or damage to the wallboard surface from repeated
high-temperature use of the convection feature.

11333 County Road 2, Middlebury, IN 46540
Phone: 574-825-8000, Fax: 574-825-9700
www.granddesignrv.com

How long will repair
take?

What should you do?

What if | no longer
own this recreational
vehicle?

Who should you
contact if you have
further questions or
concerns?

The time required for repair is less than one hour. There will be no
charge to have this service performed.

Contact your selling or nearest Grand Design RV dealer to schedule an
appointment. If your distance from a Grand Design dealer is
significant, please contact us at 574-825-9679 so we can work with
you to make other arrangements to have the needed repairs
completed.

Notify Grand Design either by phone: 574-825-9679, fax: 574-825-
9249, or email: [email protected] to inform us that you
no longer own this vehicle. Please be sure to include your 17-digit
Vehicle Identification Number (VIN) in all correspondence.

Please contact Grand Design either by phone: 574-825-9679, fax: 574-
825-9249, or email: [email protected] with any questions
or concerns.

If you have already paid to have your recreational vehicle repaired for this condition, you may
be eligible for reimbursement of the charges you paid for the repair. To request
reimbursement, please submit your request in writing along with a repair receipt to: Grand
Design RV, Customer Service, 11356 County Road 2, Middlebury, IN 46540.

We apologize for any inconvenience this Customer Satisfaction Program may cause. We
sincerely appreciate your business and are fully committed to your satisfaction as a valued

Grand Design owner.

Sincerely,
Grand Design RV

11333 County Road 2, Middlebury, IN 46540
Phone: 574-825-8000, Fax: 574-825-9700
www.granddesignrv.com

GRAND/\DESIGN

RECREATIONAL ~cs—==—===>— VEHICLES

Customer Satisfaction Program 910019

Claim Preparation & Repair Instructions

Please complete a warranty claim pre-authorization request using the following codes & labor

times:

LABOR:

PARTS:

PRE-AUTH
REQUIREMENT:

REPAIR
INSTRUCTIONS:

Operation Code: 910019

Fault Code: Customer Satisfaction Program
R&R Microwave/Install Heat Shield: .5 hrs.

Administrative Allowance: -1 hrs. per unit

Ceramic Heat Shield -Part # 720820

Promptly file electronic pre-authorization form with the microwave serial
number.

Repair involves lowering the microwave to install a self-adhesive ceramic

fiber pad to the wall surface directly behind the microwave. See attached step-by-step

instructions.

Promptly submit all pre-authorizations/claims through our Dealer Portal. If you have any
questions or need assistance, please call our Technical Service Team at 888-825-2820.

11333 County Road 2, Middlebury, IN 46540
Phone: 574-825-8000, Fax: 574-825-9700
granddesignrv.com

Customer Satisfaction Program 910019

FIELD REPAIR INSTRUCTIONS

Parts: |Ceramic Fiber Heat Shield - Part # 720820 x-1

Step 1

Be sure to support microwave before
removing the two mounting screws into the
top of the microwave

Allow microwave to roll forward
and then you will need to lift it
up to remove it, as the back is
supported by sitting in a few
hooks at the bottom of the
mounting plate

Remove backing paper to
expose sticky back of the
heat shield, before installed
on the wall behind the
microwave.

Install heat shield
in the wall hehind
the microwave
centering this in
the opening and
starting at the top
of the mounting
plate