Information on contacting Keystone for problems.

[Ozz]

I was finally contacted by customer service! Yeaaaa
Here is the email from Cherie, but imporntant to all of us is the procedures she outlines. Now I didn't call, because I have trouble hearing everything on the phone, calling probably is the best way to get them, rather than email. I emailed 6 times...
Jim-
I have received and reviewed the below information, after searching my entire email database, I have not received any emails in regards to this RV VIN# XXXXXXXXXXXXXX. May I ask which email address did you send to? Can you forward me the 3 requests you have sent? It is very important to me to know how they did not get to me. I do respond to all emails and phone messages as received within 2 business days at the latest.

I do apologize as I understand it is frustrating to not hear back, however you can reach us by phone at 866-425-4369. We have nine agents live to help you Monday thru Thursday 8-5 and Friday 8-3. I will need some more information to proceed with the review of the decals. I have listed that information below.

Please submit pictures of the peeling decals to email ownerrelations@keystonerv.com. Once we receive the pictures we will review the information and contact you within 2 business days with results. Please include name, address, phone # pictures, VIN#, and brief description of the area that the decals are peeling. If you have any questions or concerns at this time please let me know.
Thanks,
Cherie Schmucker
Keystone RV
Customer Relations Specialist
P.O. Box 2000
Goshen IN, 46527
1-866-425-4369

I don't think anyone ignored me, I think the volume is just very high, and I got lost in the shuffle.
I hope this helps anyone with issues on their trailers.
Ozz

[RVWheels]

Ozz,
Thank you for sharing this information. It could be very important to the MOC membership. I hope you get everything worked out to your satisfaction. RVWheels, MOC Admin.

[drsmart]

Great news Ozz. Cherie Schmucker is a valuable asset to Keystone customer service. Whomever was receiving your emails certainly dropped the ball.

ps: Ozz - disregard my PM

[bob n pam]

Thanks, Ozz. We're getting ready to tackle the peeling decal issue with Keystone.

[DQDick]

Keystone can drop the ball at times. I scheduled my visit to customer service during the rally several weeks in advance. Talked to two different customer service people and each of them assured my of the time of my appointment. Hauled the trailer over there and Darrel didn't know I was coming. He checked the company computer and saw the record of what they had told me, but they hadn't taken the final steps to complete the appointment and notify his people. Darrel fit me in, but he shouldn't have had to. Like everyone else, they have to hire people, and people screw up, but at least in my case they did what they had to do to make it right.

[Phil P]

Hello OZZ

I got some information at Tampa last week. Keystone has appointed a new Customer Relations manager just 2 days before the Tampa show.

The key to your “ignore” statement is in the message. If the E-Mail had been opened she would have found it in her search. If it were regulated to the “Spam Can” it would not show in her search. It may show in their server logs but that is a complex system and would take a trained technician to search it there.

Phil P

[scattershot]

You may have better luck, since your rig is a 2007. Mine is a 2006, and I was told that it was out of warranty for decal replacement. This appears to be such a widespread QC issue, that warranty would be honored anyway, but what the heck....

[alicefaye]

I submitted an email to Christy Anglemyer at keystone with pictures of the peeling graphics and all other required information on our 07 2955RL Montana. Christy, had helped someone else here on the forum with the same year Montana as ours. This is the response I got back.

Good Morning:

I am in receipt of and have carefully reviewed your email. Keystone RV is committed to building a defect free product and I am sorry to read that you are experiencing problems with your 2007 Keystone Montana. Occasionally a problem will present itself on one of our units. Knowing the reality of this, Keystone provides each customer with a One Year Limited Warranty.

A review of your unit’s file shows that we did assist with repairs that arose and were presented to us during the warranty timeframe. The warranty on your unit did expire on 11/14/2007.

Considering the above mentioned facts and the time your unit has been in service, we regret to inform you that Keystone will be unable to participate in the repair requested. Everything presented to Keystone is reviewed on a case by case basis. You will need to purchase the decals from an authorized Keystone dealer. You can find an authorized Keystone dealer near you by visiting the dealer locator section of our website, www.keystonerv.com.

We do continue to stand ready to assist you with answering technical questions and locating dealers and/or repair centers should the need arise.

Thank you,
Keystone RV

Christy Anglemyer

Retail Advisor

Then I found the info submitted by OZZ, Posted - Jan 18 2012 : 11:17:59 AM and made the phone call. The following is the results of that call.

I have just got off the phone with Keystone Customer Service, (1-866-425-4364), regarding the peeling decals on our 07 2955RL. I regret to inform everyone that is having problems with decals peeling off their MONTANA that KEYSTONE WILL NOT HELP YOU if your unit is out of the 1 year warranty. I know some have been helped past the warranty period, I just don't know how they, (Keystone) selects who gets help and who just gets screwed over. When I called I asked to speak to, Cherie Schmucker, and no one seemed to know who that was. I am willing to pay a reasonable price for new graphics, but others, have received replacement graphics under warranty and I feel we should be treated the same, today, July 12, 2012, KEYSTONE SAYS "NO WAY". When I asked to speak to the Customer Service Department Manager, I was told that WAS NOT POSSIBLE. You folks that have gotten a positive response from KEYSTONE regarding the peeling graphs issue would do us all a favor and let us know how to go about getting that kind of results. I would like to here from OZZ, and anyone else that have suffered decal problems, and learn what kind of results they got from Keystone this year. The person I talked to did not care when I said my otherwise wonderful RV looked like cheap crap in its' current condition. I know I said, Keystone would not help, but we all know they have helped others just like us. When I asked why others had been helped,but not us, there was also no answer. I remain open for suggestions.

[jimmy2]

well i feel your pain on this issue so the answer i came up with is i just took them all off and i do not give keystone free advertisement on my unite so now it is just all withe i have heard all these post about how keystone help every one and i have had a few problems and they just tell me that is nice and i should just take to a shop to get fixed thank you keystone for your help

[Ozz]

Wow, I am sorry you had no luck on the decals. I can only guess that the decals sent in the past got flagged by some 'Bean-counter' there, and they put a stop to it.
Again, sorry for the 'Brick wall' on the deal.
Ozz

[alicefaye]

First, I would like to extend a Thank You!! To jimmy2 and Ozz, for their kind words, and although they were the ones who expressed their feelings, I’m sure those are the feelings of most, if not all, of the MOC forum members. I agree with jimmy2, and others, about removing all decals and not provide advertisement for Montana as a product and Keystone as a company. For me, that just does not seem like enough.


Now, before I start my current rant, let me say: We love our Montana for the wonderful RV that it is. I agree it is one of the best, if not the best, RV on the market. Our first 5th Wheel was an entry level, base model, 1991, 27RK Corsica, by Cobra. We bought it new, in 1990 for around $16,000, and traded it in Nov. 2006, on our 2007 Montana model, 2955RL. We bought the Cobra in Nov. 1990, so we had it for 16 years. Never once did we have a problem with peeling decals on our entry level RV. Now with a $48,000 Montana, can you say 3 times as much; I think it is reasonable to expect at least the same level of quality. Don’t you?

It’s a shame, in my opinion, that we, as customers, are treated with indifference and disrespect regarding this decal mess that is ALL the responsibility of Keystone.

One statement in the email response I received from Ms Christy Anglemyer has really gotten under my skin, because it sounded like an insult, not to just me, but every other Montana owner that has experienced the issue of peeling decals. That statement was: “Occasionally a problem will present itself on one of our units.”
“ONE OF OUR UNITS!!!” Call me pig headed, hard headed, or whatever comes to mind, but anyone that owns a Montana, and reads the forum, is well aware of the number of different owners that are, or have had problems with decals peeling. That number is NOT JUST ONE of their units, (1), but, at this point, too many of their units to count. It is just not in me to believe that the Customer Service Reps at Keystone is not aware of that. With that in mind, I believe Ms. Christy Anglemyer has MISSPOKEN.

Alice and I are RV consumers and a Keystone customer just like the rest of you, and I/we feel, we, the MOC, as a group should not allow Keystone to get away with treating us, any of us, that way. I don’t know what can be done, but I’m sure, as a group, we can do something. Please, let’s stick together and get Keystone to do the right thing for everyone.

[c214dick]

As mentioned in other posts, we received excellent service from Keystone regarding our peeling decals. Michelle Diaz was our final contact and she did an amazing job for us. Not only did she fill our request ASAP but supplied us with complete instructions on how to remove and install decals.

[kountry traveler]

It seems strange how Keystone can & does ignore some of the issues that keep happening like the leaking holding tanks and the decals. I was at a RV show in Little Rock, AR this spring and talked to a rep from Montana and he told me he attended production meeting every week and he had never heard of a problem with holding tanks or decals. I asked him what planet he was from and if he ever read the articles in the MOC & was told he was much to busy to read anything off the internet.

With a response like that it is no suprise that some of the issues are not addressed.

This why we are looking at some other manufacters like Peterson Excel Limited if we decide to go full time.

Kountry Traveler