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Old 10-07-2016, 12:19 AM   #1
Phil P
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You can’t win with Keystone

The definition of insane is “doing the same thing over and over expecting a different result”

Monday I was working on the awning because it hasn’t ever worked correctly.

When I put it out it made a good bit of noise so I started checking all the hinge points to see if they were tight. I found the gas springs in the awning arms to be almost solid. I removed them and put one in the press to find it hadn’t retracted when pushing about 200 Lbs.

So I called several of the local repair folks and they all agreed it sounded like they were froze up.

I called Dometic I talked to a lady that oibviously didn’t knpw much more than Dometic did make the awning I had. She informed me that I needed to know what hardware package had been used to install the awning. She advised me to call keystone.

Well I called Keystone Montana customer disservice and requested that information. I was told they couldn’t give me the information I had to call a dealer and the dealer could access the build ticket on the internet. Then she gave me the name of 3 dealers to call. I called the one closest to the factory. The dealer informed me they could not access any of that information on the internet and would have to file a request with Keystone and it could possibly be 3 days before they would have the information.

Keystone has lied to me again!

Called Dometic again I reach a fellow that knew the awning well he just ask “is it basement hardware” this unit has a basement so that corrected that problem but new struts cost $88.

I call an outfit in Ft Pierce Tropical RV and Auto Exchange they are listed as a Dometic service center. The lady that apparently acts as service manager did walk out to her service technician and ask about the struts. She advised me to soak the unit with “blaster” common penetrating oil and it should free them up for use.

So for all of you that may run into this problem they will free up and it takes 80 Lbs to squeeze one closed.

Phil P
 
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Old 10-07-2016, 12:53 AM   #2
JandC
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Seven year old struts getting froze up in this Florida climate? First of all I am surprised it took them that long. When I emailed the factory that built my 2014 MH after purchasing it used recently I requested any and all manufacturing drawings. They sent me everything. I have numerous pages of structural, electrical, plumbing, every drawing you can imagine with all part numbers. I know you are going to hate to hear this, but my coach is a Thor.

I know some have had good luck with Keystone Customer relations, I never have found them to be helpful. They jerked me and others around for months when they couldn't get the short brackets for the rear emergency windows that were breaking. Then the NTSA opened a safety investigation and the brackets were suddenly available! That was the one and only time I received a follow up call from Keystone. They wanted to make sure my emergency window was fixed. They didn't seem too concerned about my safety for the 9 months it was wire tied shut, but they got real concerned after the Feds got involved.
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Old 10-07-2016, 03:12 AM   #3
1retired06
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Sometimes you get caught in that circle telephone passaround, very frustrating. I do occasionally spray the arms, both the awning and door strut rods, seems to help.
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Old 10-07-2016, 03:24 AM   #4
richfaa
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We have always had good luck with Keystone Customer service although I will say that IMO the service has deteriorated in the last 4 years or so.

We had our 15 mins with a tech at the fall rally this year and our repairs were sub contracted out to First Choice RV repair just down the road in Goshen. First choice was able to correct a improperly fitted front door and screen that the Service center and dealers were unable to correct since 2013.
They corrected all of our reported problems in 4 hours. They did excellent work and we will use this company for all repairs from now on.
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Old 10-07-2016, 03:39 AM   #5
RKassl
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The awning on our 2015 from day one always made a bad noise when retracting, dealer could find no problems. I got some silicone grease hit all the hinge points and greased the two hydraulic struts. After a cycle or two made a major difference almost eliminating the noise all together.
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Old 10-07-2016, 07:19 AM   #6
bigskyjimmy
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Mine is the Dometic 9100 Series power awning and the struts are found on the internet Ebay,RV Country, etc.. but anyway Yep living on the Ocean I grease my struts and pivots points twice a year to keep everything SMOOTH
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Old 10-10-2016, 11:02 AM   #7
Bill.vannuys
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What do you use to grease the struts? Silicon spray? dry-lube? Lithium Spray? other?
Thanks.
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Old 10-10-2016, 12:29 PM   #8
1retired06
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I use silicon spray
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Old 10-10-2016, 01:02 PM   #9
bigskyjimmy
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I use Tri-flow lube with teflon because it holds up longer than silicone,I first used silicone but got tired of spraying it on all the time
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Old 10-10-2016, 07:32 PM   #10
Bill.vannuys
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Thanks for the replies.
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