Warranty refusal of work

[mlh]

What I was saying is, Keystone sells to a dealer and that independent dealer sells to the end user. It’s really out of Keystone’s hands. The dealer can do what is in their interest. Sometimes or almost always it’s in their best interest to take care of their customers.
Lynwood

[phillyg]

Originally Posted by mlh

Except
Keystone doesn’t sell you a camper a dealer does.
Lynwood

Really? KS apparently takes great pride on their website about "surprising" and "delighting" their owners at each and every "touchpoint," or words to that effect. I didn't waste my time looking for all the hyperbole, but I'm sure there's much more BS there. As long as we customers allow dealers and KS get away with this, shame on us.

[steiny93]

Originally Posted by mlh

What I was saying is, Keystone sells to a dealer and that independent dealer sells to the end user. It’s really out of Keystone’s hands. The dealer can do what is in their interest. Sometimes or almost always it’s in their best interest to take care of their customers.
Lynwood

From the perspective of the 'dealer' you are absolutely correct "almost always it’s in their best interest to take care of their customers" totally agree.

From the perspective of the 'customer' the above is painful if the customer ever needs service from a non selling dealer. Think of a not first owner scenario as an example; bought initially on east coast, attempting to get warranty work on west coast for 2nd owner.

It's in Keystone's interest to keep their customers happy, if they don't they will lose customers. I can't believe aligning warranty to the selling dealer fits into the happy customer scenario.

[mlh]

Originally Posted by steiny93

From the perspective of the 'dealer' you are absolutely correct "almost always it’s in their best interest to take care of their customers" totally agree.

From the perspective of the 'customer' the above is painful if the customer ever needs service from a non selling dealer. Think of a not first owner scenario as an example; bought initially on east coast, attempting to get warranty work on west coast for 2nd owner.

It's in Keystone's interest to keep their customers happy, if they don't they will lose customers. I can't believe aligning warranty to the selling dealer fits into the happy customer scenario.

I do understand and agree with you 100%. It’s not like I don’t understand keeping customers happy and treating then the way they wish for instead of the way they expect. We send out thousands or packages a year and could not have a better reputation with our customers. We have even repaired our competitions products when they wouldn’t and at no cost.
What I wonted was people to see this from the dealer’s point of view.
Lynwood

[mazboy]

This thread seems to go around and around.

Dealers do what dealers do. It is outside of Keystone's control.

If you want something done, warranty or not, you have to take control of what is out there.

[Windjammer56]

After having a terrible issue with the local dealer in Ceres ca and their refusal to do warranty work on a 5th wheel that was not purchased from them, I found a refreshing dealer in Toscano’s RV in Los Banos CA. They took care of all warranty items in a very timely manner and in addition did some customer billable work that I needed done. A totally different attitude from this dealer.
If you are in central California I highly recommend them..