Sixcampers, we are dismayed that it took Keystone so long to work with you on this problem and that you had to have an independent RV person come out and help you. Keystone should have jumped on this from the start and helped you with it.
We ourselves might have tried a different tactic to get Keystone to respond, but the fact is you were ignored and then kept in the dark for periods of time once they did return the contact.
That's not good customer service.
We are glad to hear that it doesn't have a water leak anymore and do apologize if it came across that we thought you were knowingly selling it with the leak. We'd probably want to sell it also with the problems and lack of customer service you received. It's Keystone's name on the product and they should be concerned that a Keystone representative hasn't checked it out whether you keep it or sell it.
The “MOC Voice” is coast to coast across the USA & Canada with over 5,000 members and is growing weekly. The MOC is a force to be reckoned with and it doesn’t seem that Keystone recognizes that yet as they don’t have someone who reads the MOC and jumps in and helps with problems.
Lippert has a gold mine with MIMF2. Whether he monitors the MOC on his own time or work time, he has made the Lippert name shine in our eyes. We know that MIMF2 will help us in doing whatever can be done “reasonably and fairly” with a Lippert component on our Montana should it need repair or replacement. And that’s all we can ask for, is “reasonable and fair” consideration and communication in helping us deal with our problems. You don't seem to have gotten that from Keystone.
There isn’t a product made out there that won’t have trouble at some point. Service after the sale is the key to a satisfied customer. If I have trouble and get good service in dealing with my problem, I’ll still buy that company’s products again. If I have trouble and get bad service, think I’ll buy their products again? Nope. Either way, everyone I know is going to hear about my experiences with that company.
Keystone needs to start being concerned with it’s “service after the sale” image that is being projected via the MOC and extend it’s customer service to each and every one of it’s customers.
Should we all send letters to the top level of Keystone and ask for a service representative who will read and respond like MIMF2 does for Lippert?
MIMF2 is a hard act to follow, but Keystone needs to start trying.
We wish you well in your new adventures and are sad about the circumstances under which you are leaving the MOC. Be safe and happy trails to you and your family.