SixCampers......
We've been thinking about what we would do if we were in your shoes and having so many problems getting the dealer or Keystone to help. We decided we would now bypass everyone else and go to the top of Keystone in writing. Call the Main Keystone phone number (574-535-2100) and verify who the CEO and the President is and ask what the best address is to send a letter.
Below is a paragraph from an interview done back in 1998 with Cole Davis who was then (& maybe still is) the CEO of Keystone:
"One of the reasons why we have grown so fast is that Bill, Ron and I have many close relationships nationwide with dealers. The trust level is high, so we can put together a product, call a lot of the dealers and they know they can trust us. If that product is not what we said it was going to be they know we'll take it back. If that product arrives at the dealership and it has a problem they know we will take care of it. If that means that we have to send somebody there, pay whatever it takes to get it repaired or we bring it back here and repair it, dealers who have worked with any of us know they can trust that we will take care of it. We do. We value that trust."
To read the entire interview with Cole Davis:
“Success Built on a Culture of Caring”
http://www.rv-news.com/nov1998/cvrstry.htm
We would also inquire in our letter if what Cole Davis said in the interview in 1998 still holds true in 2006.
Good luck to you. We wouldn't be too surprised if Keystone steps up to the plate to get this fixed to your satisfaction once your letter arrives.
This method worked for us when we had some problems with Cingular about 5 years ago and again last month with Sears. It's amazing what can happen when you "take it to the top" in writing.
