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10-21-2016, 03:21 AM
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#1
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Montana Master
Join Date: Mar 2013
Location: Frostproof, FL USA
Posts: 2,362
M.O.C. #13272
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Customer Service Could Do Better
I only had minor issues compared to some after buying my one and only new Montana. Of course many others never had any issues. I can still recall the attitude and knowledge expressed from the customer service representatives at Keystone RV.
A couple days ago I was fixing a leak and had my convenience center dismantled (Thor MH). Since the coach has a whole house filter system, plus two ways to fill the fresh water tank, there are more water lines and an extra valve than I had in my Montana. I suspected one or two of the lines to be hooked up wrong since having a new water pump installed and I needed a more detailed drawing. After buying this used coach I had requested build drawings from Thor, which they provided, plumbing, electrical, and everything in between. But detailed drawings to these fresh water system valves were not included.
I telephoned Thor and was transferred to Customer Service. I explained what I was doing, what I suspected, and provided my year/model to the representative. He asked for my email address and said he had the complete set of drawings on his screen and I would have them within the next couple of minutes. I hung up, checked my email, and there they were! The whole process took less than 5 minutes and I continued with my work using the new drawings.
Why can't this type of service be experienced when contacting Keystone? Do they not have their drawings downloaded for their Customer Service folks? Are their Customer Service folks not trained or not encouraged to provide this type of information to customers? Do they just not think Customer Service is important and hire untrained $8.00 per hour folks to answer the phone?
__________________
Previous: 2008 Montana 3400RL & 2014 3725RL
Current: Full Time 2022 SOB TT Toy Hauler
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10-21-2016, 04:02 AM
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#2
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Montana Master
Join Date: Feb 2007
Location: Winfield
Posts: 7,327
M.O.C. #6846
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Sounds like you answered all of your questions yourself!! 
Bingo
__________________
Bingo and Cathy - Our adventures begin in the hills of WV. We are blessed by our 2014 3850FL Big Sky (previous 2011 3750FL and 2007 3400RL) that we pull with a 2007 Chevy Silverado Classic DRW CC dually.
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10-21-2016, 04:41 AM
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#3
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Montana Master
Join Date: Apr 2013
Location: Arroyo City
Posts: 3,110
M.O.C. #13395
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I can't complain about Montana customer service. They took care of the few problems I had
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10-21-2016, 05:46 AM
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#4
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Montana Master
Join Date: Feb 2012
Location: Lake Gaston
Posts: 8,773
M.O.C. #12156
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Only thing customer service has ever done for us is to dump us back to the dealer
__________________
Mike and Lorraine
2002 3655 FL, 2005 3650RK
2010 3665RE, 2015 3910FB
F350 crew cab dually 6.7
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10-21-2016, 06:22 AM
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#5
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Montana Fan
Join Date: May 2016
Location: Massillon
Posts: 437
M.O.C. #18658
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They could not tell me what fridge inverter they installed in a 2016. When I gave them the make and model they still could not get me a manual. They do answer a few questions in a week or so but mostly refer you back to the dealer. You need to get into their owner Relations to get a little more info and urgency.
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10-21-2016, 04:33 PM
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#6
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Site Team
Join Date: Jun 2011
Location: Wilsey
Posts: 18,799
M.O.C. #11455
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Been great to us, especially fixing things they have no obligation to fix after every national Rally.
__________________
Dick, Joyce, Diego, Picatso and Gustav
2017 3720 RL, and 2013 HC 343RL
Pullrite Hitch, IS, Disk Brakes, 3rd AC, Winegard Traveler, Bathroom door mod, Dometic 320, couch for desk swap, replaced chairs, sun screens, added awnings, etc.
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10-22-2016, 12:15 AM
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#7
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Montana Master
Join Date: Mar 2011
Location: Okeechobee
Posts: 2,150
M.O.C. #11206
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Quote:
quote:Originally posted by JandC
Why can't this type of service be experienced when contacting Keystone?
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Hi
Because Keystone doesn’t follow their own drawings and diagrams. Every unit is different depending on what crew or person on the assembly line worked on the unit. You find this in the location of the backflow preventer for the black tank wash system. In my case there was not a backflow preventer installed.
If they released their construction diagrams and drawings to the public they would have more law suits then they could ever defend.
Phil P
__________________
2009 Montana 3665RE
2009 Duramax 3500 DRW quad cab
personal web page https:// www.sallyscoffees.com
If you get a page not available then remove the "s" after HTTP
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10-22-2016, 02:24 AM
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#8
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Montana Master
Join Date: May 2011
Location: Fayetteville
Posts: 4,200
M.O.C. #11401
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Keystone customer service has treated us very well. Replaced black tank and steps. No problems for us.
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10-22-2016, 04:33 AM
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#9
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Montana Master
Join Date: Jan 2005
Location: North Ridgeville
Posts: 20,229
M.O.C. #2839
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We have had several issues and many interactions with Keystone Customer service over a 11 year period. We have been treated fairly and professionally in every case. We also happen to have two excellent dealers that service our Montana's However what JandC post is a excellent example of what Keystone customer service does not do.
We have had interactions with customer service with this 2013 and our concerns were addressed and issues corrected. That is justs our experience.
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