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Old 02-27-2014, 06:16 AM   #1
richfaa
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Question on 15 mins with a tech.

What was your experience with the "15 mins with a Tech" at the fall rally in terms of follow up or action taken.

Our "guy" looked, took notes was polite and conversational but that was it. Never heard from anyone again.
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Old 02-27-2014, 07:01 AM   #2
rmthelen
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My guy also took notes, assessed my problem, told me what he would do......When I followed up with my dealer on my item I learned that he was one step ahead of me and had done what he told me he would. Very positive experience.
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Old 02-27-2014, 07:07 AM   #3
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Took care of everything except the handle for my galley drain dump valve
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Old 02-27-2014, 10:10 AM   #4
Rondo
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Took care of nearly everything that was wrong and our unit is a 2004 model so we weren't expecting much at all but were very pleased with the outcome!
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Old 02-27-2014, 12:36 PM   #5
bullroc3
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I was beginning to wonder if anything came out of those 15 minutes but I found out about 3 weeks ago they were VERY productive.

I will try to make this as short as possible.

Very shortly after arriving home with our new Montana, we discovered that the front of the microwave was severely scratched. We were in the middle of the PDI when the rains came. We noticed it when the sun was shining through the door and hitting it. I reported it to our salesman who requested pictures. He passed them along to the delivery manager who was there during the PDI. After going back and forth for a while, he was not confident that Keystone would replace the unit. I got the feeling that is was "Too bad, so sad" situation. At the fall rally, the 15 minute service tech was shown that problem along with several other small things. Nothing serious. I explained the situation to Chris Stender who made calls and spoke to our salesman. Nothing progressed from that conversation and I let Chris know about it. I made contact with the delivery manager again and again, he stated that since it was not pointed out to him at delivery, there was not much HE could do. I begged him to contact Keystone and try. Months passed and nothing. In January, I sent a quick e-mail to him to find out his progress. It had slipped his mind and he would see what he could do. At the same time, I called Keystone customer service I spoke to a young man who looked up my file and found out that the replacement was approved. The entire report of the 15 minutes with a service tech was in the file. He told me that it was his boss who did the inspection! All they were waiting for was to be contacted by the delivery manager to make the arrangements. The delivery manager from Camping World must have contacted them shortly after. He replied to my e-mail by stating "Indeed, Keystone will cover the replacement". There was another small issue with the scare light rusting that they were also going to fix. So, yes, going to the rally and spending the time with the service tech paid off. Thank you Keystone.
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Old 02-27-2014, 12:54 PM   #6
steves
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Took care of all my issues.
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Old 02-27-2014, 01:06 PM   #7
oldelmer1
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We had a couple of small issues that were taken care of right at the rally. Our big issue was my propane door has brown spots in it. Tech said there would be a new one sitting at our door when we got home.

Well it was another week, but we got it no problems.
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Old 02-27-2014, 02:12 PM   #8
DQDick
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I've been in charge of that part of the Rally since it's inception two years ago and have found most people to be more than pleased by Keystone's response. It's been a joy setting such a positive event up for folks and if I'm asked by this years Wagon Master to do it again I would be happy to volunteer.
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Old 02-27-2014, 05:25 PM   #9
K0LCB
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You do good work, Mr. Dick! I'm proud to have made your acquaintance
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Old 02-28-2014, 04:14 AM   #10
cdaniels
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Took care of issue and keystone paid for all the repairs. The issue we had none of keystones fault was dealers willing to accept that keystone was paying for it under warranty on a 2009 unit. One in fact denied it because they said they get $125.00 an hr labor and warranty labor work $80.00 an hr. And wanted us to pay the difference (Parkview Smyrna De). We did find a dealer who did do the job under Keystones warranty. (Grubbiness PA) 100 miles away. They did however rush the job and did not use the new seal Keystone authorized I feel to save money for the dealership. As long as it worked we accepted it. We had a slide seal replaced. Can not say Enough good about the 15 min. Tech. A gift from Keystone in our eyes and earned a whole lot of respect from us! Thank you so much Keystone.
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Old 03-01-2014, 02:15 AM   #11
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Took care of our issues, made arrangements for Tiara to do the work before we left the rally.
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Old 03-02-2014, 08:02 AM   #12
Joe in Texas
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My main issues was the carpet behind the bed gets wet when traveling in rain. The keystone tech said the "cocking" around the slide needed renewed and the screws tighten. He would document this need on my file and Keystone would have my dealer do the work back in Dallas.

I told him I had an appointment for December to have the roof replaced but not at the Keystone dealer (don't want to go 6 to 8 weeks without my trailer)
The tech told me to have RV Tech that was doing my roof call and Keystone would give authorization for them to do the work.
The RV tech called Keystone and there were no notes on my file of the keystone tech's conversation with me. After 8 calls by me and the rv tech to get an answer. Keystone would never return calls.
Keystone finally sent instructions to the rv tech what to do. The Rv Tech studied my slide and found it was not the cocking or screws that Keystone said needed done. THE SLIDE NEEDED ADJUSTED...........no more wet carpet.
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Old 03-03-2014, 04:10 AM   #13
richfaa
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perhaps I need to jog someone's memory. I will look up who the tech was and give him a call. The service center has always been very good at addressing problems. Some techs followed Aram to Dutchman perhaps this one went over also. They were not g issues and we have since corrected some of them ourselves. We did have delamination on one compartment door and I can't fix that.
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Old 03-04-2014, 06:50 AM   #14
Ken65
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Had great service from the 15 minute tech. The new parts we needed were waiting for us when we got home. He answered the question we had. We were very satisfied.
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Old 03-04-2014, 04:46 PM   #15
DQDick
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Quote:
quote:Originally posted by Joe in Texas

My main issues was the carpet behind the bed gets wet when traveling in rain. The keystone tech said the "cocking" around the slide needed renewed and the screws tighten. He would document this need on my file and Keystone would have my dealer do the work back in Dallas.

I told him I had an appointment for December to have the roof replaced but not at the Keystone dealer (don't want to go 6 to 8 weeks without my trailer)
The tech told me to have RV Tech that was doing my roof call and Keystone would give authorization for them to do the work.
The RV tech called Keystone and there were no notes on my file of the keystone tech's conversation with me. After 8 calls by me and the rv tech to get an answer. Keystone would never return calls.
Keystone finally sent instructions to the rv tech what to do. The Rv Tech studied my slide and found it was not the cocking or screws that Keystone said needed done. THE SLIDE NEEDED ADJUSTED...........no more wet carpet.
It's always a good idea to get the name of the tech and in a situation like this call a week or so later and make sure the notes are in your file. If they aren't then it's an easier matter to follow up and if it's still a problem I can get you in contact with someone up the line.
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Old 03-05-2014, 12:43 PM   #16
Joe in Texas
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I agree Dick, normally I am the one to document and follow up.
My tech was 1 hour and forty five minutes late coming. 3:15 appointment showed up at 5:00...
one other tech stop by at 5:05 to let him know they were all leaving, he was on his own. My tech said "that was my boss"
He was there until 5:20...
I already have my tech list started for September. Nothing major.
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Old 03-05-2014, 01:38 PM   #17
DQDick
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Hopefully we can do better for you this year.
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