Will Test Keystone Customer Service

[JandC]

Backstory: furnace on our 2014 didn't work correctly last April. Would not always ignite. Montana dealer 1/2 mile down the road said they would look at it but wanted me to pull it out of my 3725RL and bring it to them. Yea right, as if I am going to attempt that!

Keystone wasn't much help when I called them. They suggested another dealer 50 miles away. When I called them they claimed they worked on Keystone products, but not Montana's.

I just kind of gave up on the whole deal because we were going to fall rally and I figured I would have it fixed up there. DW knee replacement issues prevented that.

Needed furnace working since temps are getting to 28 degrees tonight. Called D&H RV Repair yesterday morning. They fit me in and a mobile tech made it out by 5:30pm.

The igniter prongs were not properly spaced, too close together. He adjusted those and furnace is firing perfect. No parts needed. $135.00 service call to correct faulty install, worth every penny.

Today comes the call to Keystone asking for reimbursement under warranty. We will see how that goes.

[1retired06]

Good Luck!

[MIMF]

J&C, don't be surprised if they direct you to the furnace manufacturer.

[DQDick]

That wouldn't surprise me since they tend to make us hold appliance manufactures feet to the fire ourselves. For us, when it was their issue, Keystone reimbursed promptly.

[JandC]

Sounds like they will make good on the furnace issue. Customer Service said that they would pay for "parts and labor" to fix the furnace. Of course the mobile tech charged $90.00 for the service call and $45.00 for labor, no parts needed so correct the faulty installation.

So after sending in the bill, and Keystone sending us some sort of tax form, and sending that back, we should get $45.00 back about Christmas of 2017.

[dunrovin1955]

Joe, had an issue last Dec. in San Antonio. A good mobile tech fixed the issue and paid him 120.Didn't care who paid it we were cold. Called Keystone and at first the dude tried to make me believe he was doing me a favor if he paid me back. I said oh wait a minute, this 3850 was bought one month ago. Was going to be 2 weeks to get it in to a Montana dealer. He apologized and sent me a check for the amount. Good luck.

[MIMF]

JandC, I misunderstood. Didn't realize it was an installation issue when the unit was built. Then, Keystone should make you whole by reimbursing you for the full amount!

[JandC]

quote:Originally posted by dunrovin1955

Joe, had an issue last Dec. in San Antonio. A good mobile tech fixed the issue and paid him 120.Didn't care who paid it we were cold. Called Keystone and at first the dude tried to make me believe he was doing me a favor if he paid me back. I said oh wait a minute, this 3850 was bought one month ago. Was going to be 2 weeks to get it in to a Montana dealer. He apologized and sent me a check for the amount. Good luck.

Even though I talked to a service rep in person on the phone I still sent a detailed e-mail explaining the furnace issue and what steps we tried to take by having one of the wonderful "factory authorized" Montana dealers fix it.

Maybe they will reconsider and pay for the whole thing, which would be the right thing to do.

[JandC]

Christmas may have came early! Got a call and caller ID said "Goshen". A very professional Keystone Customer Rep introduced himself as Jamie Salazar. Said he was calling about my recent furnace issue. I told him there had been a delay in getting the bill to them because the address the other rep gave me was bogus and the envelope came back from the U.S.P.S. as "no mail receptacle, unable to forward", so I had just re-stamped and re-mailed it again a few days ago.

He asked me what my conversation had been with the previous rep, which he said was no longer with Keystone. I told him it was my understanding that the service call would not be covered, just the labor portion of the bill. I expressed the him that I was generally good with that because we had to have the furnace fixed and there were no willing Keystone dealers available.

He told me that as a valued customer they would be covering the whole amount. He apologized for how the local dealers may have responded to our needs and expressed Keystone's desire to have more control over those type of issues. He insisted on e-mailing the W-9 form so I could e-mail it back to expedite the reimbursement.

Needless to say I was extremely pleased with this type of response from Keystone. He even went so far as to ask me about additional issues with my unit. I assured him that we had an appointment with the selling dealer (Lazy Days) at the end of this month to address the remaining issues. He made sure I had his name and number so I could call him direct if everything was not to my satisfaction.

Now that my friends is what I call real customer service. They need to keep this young man on board!

[DQDick]

That's the same experience we had when we had a similar situation.

[jlb27537]

Our Furnace on our '14 3150 would not light every time last winter. We called a mobile service tech. He came by, damn thing worked. Next day no heat, called him back. Long story short, he made 5 trips to our rig, adjusted the LP regulator and replaced the ignitor. Never asked for a dime and billed the heater mfgr.

Mark does all our service work here in the RGV. Presently negotiating on a new toilet. He provides a new Dometic 320 and he takes our old Thetford in trade. I'll let you know...

Jim

[JandC]

Jim, I made a note of what they had to do in order to fix your furnace issue. On mine the igniter prongs were not properly spaced, too close together. The Mobile Tech adjusted those and furnace was firing perfectly. Now within the past couple of weeks it has failed to ignite several times requiring me to do the master reset.

We still have the appointment at Lazy Days service on December 29th so I am adding that to the list. I wasn't happy getting up at 3am this morning doing the master reset to get the stupid thing to fire again.

[jlb27537]

My igniter was 1/32" too wide. (it should be 1/8" gap) Used a drill bit to check gap distance. The LP pressure was 8.5 inches of water at the furnace when trying to light.

We turned the adjustment screw (on the regulator) all the way down and was only able to get it to about 10.5". A bit below 10" when burning.

So far, this winter, no issues. Presently in the RGV where this morning it is 72 degrees @ 9:45am.

Jim

[mazboy]

I don't know why some people have bad experiences with Keystone. they always been great with us, they even replaced our new trailer a few years ago. their customer service is great as far as we're concerned. good job on your end.

[CORattler]

quote:Originally posted by mazboy

I don't know why some people have bad experiences with Keystone. they always been great with us, they even replaced our new trailer a few years ago. their customer service is great as far as we're concerned. good job on your end.

They replaced your new TRAILER???
I've never heard of them doing that!!
Was that a tongue-in-cheek post?