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Old 09-04-2019, 01:06 PM   #1
bobbrus1
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Trouble getting support from Keystone

Looking for advice on how to get issues closed out for warranty between the dealer and Keystone. The dealer who is servicing our 3791RD is trying to help but Keystone keeps asking for something different each time. Right now we have two outstanding issues. One with the friction hinge that bound up so tight we had to remove the lower hinge by grinding off the rivets to even be able to close the door. The other is more of a nuisance but the seal in the stool still is not working unless you pull up on the stool handle with your foot.

Getting frustrated to the point I really wonder if we should have gone with SOB. The dealer is trying but not getting approval. I have talked with a customer support person at Keystone and now I get different answers in the same day on what needs to be turned in by the dealer for approval

Frustrated in Iowa
 
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Old 09-04-2019, 01:52 PM   #2
jcurtis934
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Switching to the dometic 310 or 320 gets rid of the issue with the cheap tiolet. If you want to keep it and it's flooding risks, pick up some plumbers silicone grease to use on the ball in the tiolet basin.
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Old 09-04-2019, 02:29 PM   #3
bshgto
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yep

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Originally Posted by bobbrus1 View Post
Looking for advice on how to get issues closed out for warranty between the dealer and Keystone. The dealer who is servicing our 3791RD is trying to help but Keystone keeps asking for something different each time. Right now we have two outstanding issues. One with the friction hinge that bound up so tight we had to remove the lower hinge by grinding off the rivets to even be able to close the door. The other is more of a nuisance but the seal in the stool still is not working unless you pull up on the stool handle with your foot.

Getting frustrated to the point I really wonder if we should have gone with SOB. The dealer is trying but not getting approval. I have talked with a customer support person at Keystone and now I get different answers in the same day on what needs to be turned in by the dealer for approval

Frustrated in Iowa
Sorry I find your post kinda funny. Your "issues" border on fix it your self and forget it. Not really worth leaving a unit in a dealers lot where they could screw up something else. Another brand isn`t going to help either, different camper different problems and they will be there. If you want to see people with problems go to WWW.pissedconsumer.com type in Keystone, have a free evening to try and absorb things. Not trying to be smart either so Good luck.
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Old 09-04-2019, 03:42 PM   #4
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On the bright side, if those are the only issues you are frustrated about, sounds like a great RV day. An SOB will likely frustrate you as well..
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Old 09-04-2019, 03:53 PM   #5
mazboy
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What year is your rig?

What is the issue on the dealer/keystone? Are they covering it or not? Someone must be saying something to the dealer on the warranty work.


As for the toilet issue, I had the same issue and the dealer, under warranty just replaced the toilet...it was quicker. Today I replaced that one with a dometic 320.


Get to national rally in Goshen and show the techs.




And like another stated, gee, if these are your only issues thank God. My new trailer had a broken front end that Keystone repaired and then gave us another trailer.
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Old 09-05-2019, 09:43 AM   #6
bobbrus1
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I wish these were the only issues. Most have been removed but these are late in the warranty period.
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Old 09-05-2019, 09:44 AM   #7
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The rig is a 2018 and the issue appears to be with Keystone approval

Bob
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Old 09-05-2019, 04:56 PM   #8
DQDick
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Not trying to cause an issue, but the problem is most likely the dealer. Some dealers know how to get approval to fix warrenty issues and others don't. This is our second Montana and the 2010 had some serious issues. Keystone reimbursed me for a non-Keystone dealer to do the work on one issue and took the other into the service center and fixed it. On the new one we had a couple of warrenty issues and my dealer told me exactly what pictures they needed and what to say if I talked to Keystone and again, no problems.
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Old 09-05-2019, 05:13 PM   #9
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Part of the game

IMHO this is just part of the game. IF they make it hard enough and confusing enough, a LOT of people give up and pay for it themselves. I personally have never dealt with keystone as we bought a 5 year old rig with no warranty. I base my opinion on my healthcare insurance and vehicles extended warranties. I for one keep hammering away and send what paperwork they want unfortunately my doctor just gives up and i don’t get the care I need. Just my 2 cent rant.
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Old 09-05-2019, 07:44 PM   #10
bobbrus1
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Well the good news is all the repairs under warranty were approved today. Not sure if someone was monitoring and helped out or the last day or pushing and asking for a three way telecom pushed it over the edge.

Once the parts get here we can get it all done
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Old 09-11-2019, 02:12 PM   #11
deansue1
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I am having the same problem with my Unit keystone keeps saying my delamanting is Normal and not covered by the warranty it is a 2018 that is only 9 months into the warranty.
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Old 09-11-2019, 03:12 PM   #12
richfaa
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Wish we could help but we have never had a issue with Keystone customer service since 2006.
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Old 09-11-2019, 03:59 PM   #13
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While you have at dealers you should check for flex frame in front left side under bedroom slide. Major problem with most 3790/3791rd, from 2015 to current.
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Old 09-12-2019, 06:28 AM   #14
bshgto
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yep

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While you have at dealers you should check for flex frame in front left side under bedroom slide. Major problem with most 3790/3791rd, from 2015 to current.
Yep over on a couple of Montana Facebook sites there are many many people that have this issue, some have had good luck getting this fixed I did not after getting jerk around by the incompetence of CW so I fixed it myself, not hard just time a few materials a welder and a couple of extra hands and a couple of days work. The whole industry is joke, yeh "always had good luck with them". To bad Air Steams are so expensive with few floor plans. I had a smaller one when I was young and was stupid enough to trade it for a new problem coach.
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2018.5 3791 Rear Den Montana, on the lake no 3rd A/C, Mini Split, just do it
Electric Brakes ..... Disk Brakes, it`s the only way
F350 Ford Dually 4:10`s w/bags (payload 5595 lbs) Sumo Springs 63 gal aux tank
Reese Goosebox Mor/Ryde SRE 4000 X Factors Monroe shocks.... real smooth ride
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