 |
08-04-2014, 01:48 PM
|
#1
|
|
Montana Master
Join Date: Jan 2013
Location: Depends on temps
Posts: 1,648
M.O.C. #13157
|
Any one at the Factory Read the Forum?
I follow the Ford and Ram forums. On the Ford forum a person from Ford will ask the poster to contact them so they can help solve a issue. On the Ram forum we get posters that actually work in the factories that make the parts used in the vehicle.
I have contacted Keystone on several issues and I have NEVER gotten any assistance other than to contact my dealer. My dealer only sells the product, their service department is a joke. Their entire parts department would fit in the back of my Honda CRV.
If Keystone/Montana is upping the game to a $100K 5th wheel, they need to up their game to support the folks that buy the lesser priced units to get us to believe there is support on the higher end units.
I know that if support does not improve, my next RV product will be one that has NO Thor business products. (Lippert, Kinro, etc) products in it. I'll go back to a diesel pusher, and trust me, I will know the name of every product in it before purchase.
I contacted Parkin-Accessories for help on a Kinro product. They answer the phone on the first ring. However because of the lack of customer service @ Kinro, they are having a problem finding a part I need.
Keystone, Montana, Thor, you need to get your customer service up to speed or you will be the next GOVERNMENT MOTORS thinking you are too big to fail.
Jim
__________________
2012 Ram Laramie 3500 DRW 4x4 3.73 Tow Max Pkg B&W Companion 60 gal RDS aux fuel tank. 2014 Montana 3150RL, 2 A/C's, Leather, 6 Point Jacks, Splendede WD2100XC, Mor/ryde X-Factor, Duravis 250 tires with TST 507RV monitors. 2 x Honda EU2000's
|
|
|
|
08-04-2014, 03:37 PM
|
#2
|
|
Montana Fan
Join Date: Apr 2009
Location: Afton
Posts: 166
M.O.C. #9256
|
Great post!!
|
|
|
|
|
08-04-2014, 04:02 PM
|
#3
|
|
Montana Fan
Join Date: Nov 2012
Location: Brookline
Posts: 151
M.O.C. #13008
|
|
|
|
|
|
08-04-2014, 04:37 PM
|
#4
|
|
Montana Master
Join Date: Dec 2011
Location: Roswell
Posts: 627
M.O.C. #12028
|
Another way to look at it is to do business with GOOD dealers, I would not buy from a dealer that service department was a joke and I could fit there parts department in the back of Honda CRV. Buy from reputable dealers. They do exist. Getting some parts can be a problem for any dealer, look at Dodge and frontend recall parts, or GM and recall parts.
|
|
|
|
|
08-04-2014, 06:48 PM
|
#5
|
|
Montana Fan
Join Date: Mar 2011
Location: gresham
Posts: 489
M.O.C. #11202
|
Quote:
quote:Originally posted by jlb27537
I contacted Parkin-Accessories for help on a Kinro product. They answer the phone on the first ring. However because of the lack of customer service @ Kinro, they are having a problem finding a part I need.
|
About 5-1/2 years ago, I ordered a window directly from a gal named Dawn at Kinro and found her to be most helpful. We were taking delivery on our new Montana in New Castle, IN and I was going to drive up to Elkhart to pick it up, but a snowstorm put the kybosh on that. Had them ship it to my house in Oregon instead, it was no problem for them, and it was very cost effective over going through a dealership. The shipping was cheaper than the cost of diesel if I had driven up to get it anyway.
Shortly after that they went through some restructuring and closing down one of the plants, so, don't know if she is still there or if the level of customer service is the same. But you might try going directly to Kinro and maybe get better results.
|
|
|
|
|
08-04-2014, 07:04 PM
|
#6
|
|
Montana Master
Join Date: Oct 2013
Location: Ogden
Posts: 638
M.O.C. #13862
|
Great posting! I agree. Also, would you mind posting a link for the Ram forum? I want to join.
|
|
|
|
|
08-04-2014, 07:42 PM
|
#7
|
|
Montana Master
Join Date: Mar 2012
Location: Redding
Posts: 1,421
M.O.C. #12339
|
Great post! The auto company's have upped their game. I agree that Keystone needs to up their game. I suggested they "lurk in the MOC site" more then once. You have the greatest supporters right here! For goodness sakes, step in and solve their problems. For awhile "Marcus" read all the posts on RV / Goodsams net. Once in a while he actually sent personal emails. Too many projects today and others now do that job. Not as well I might add! It's not expensive and the feedback you get from loyal customers is the most useful! I plan to bring this subject up during the next rally!
|
|
|
|
|
08-05-2014, 01:21 AM
|
#8
|
|
Montana Master
Join Date: May 2011
Location: Hixson
Posts: 3,436
M.O.C. #11397
|
I agree that one should be very careful when selecting a dealer. I would never spend this kind of money with a dealer operating out of a bus station locker!
__________________
2018.5 Montana 3791RD
Full Timers 9/1/2010 through 1/16/2020.
|
|
|
|
|
08-05-2014, 02:23 AM
|
#9
|
|
Montana Master
Join Date: Mar 2013
Location: Hanover
Posts: 1,471
M.O.C. #13325
|
There's a problem selecting a 'good' dealer - they ALL claim to be that. The 50 mile away one we bought our '10 model at has everyone spouting the same sort of speech you can hear from those at the one closest to us, but the two service departments are worlds apart. The one near us even sells a top of the line DP brand, but you'd never know it by the way the service people act. The one we bought from wasn't what I'd consider the best, but they were at least reasonably close.
IMHO Keystone/Montana are only following the corporate management philosophy that their direct competitors are. Cut costs to the extreme to maximize profit. Quality products, components and customer service cost incrementally more the higher they are. It's all give and take if a company wants to have high market share in a certain price range and if they're a public corporation, they've got to have happy shareholders. Any that have a relatively problem free product will minimize customer service while looking ways to cut manufacturing & component costs. When they start having increased problems and customer dissatisfaction, they'll slowly adjust backwards until a satisfactory balance is achieved - and that balance will not keep some customers from being dissatisfied, it just keeps it down to a level the company can accept. Not a nice situation, but it is what it is.
__________________
|
|
|
|
|
08-05-2014, 02:40 AM
|
#10
|
|
Montana Master
Join Date: Feb 2005
Location: Haysville
Posts: 4,261
M.O.C. #3085
|
One full tank of diesel doesn't give me enough range to locate a dealer with a reliable service department out here. I look up on the service department wall and see the photos and lists of certifications of MASTER TECHNICIANS ... initially giving me confidence as to repairing my issue. Later I return to get my unit and realize my grandson's kindergarten class could provide healthy competiton for the tech that just made my problem worse. I envy those of you who can find a decent service department, but since I usually spin my own wrenches I just work around it. I'm fortunate that the selling dealership reimbursed me for parts while under warranty.
|
|
|
|
|
08-05-2014, 04:11 AM
|
#11
|
|
Montana Master
Join Date: May 2011
Location: Hixson
Posts: 3,436
M.O.C. #11397
|
Quote:
quote:Originally posted by WaltBennett
There's a problem selecting a 'good' dealer - they ALL claim to be that. The 50 mile away one we bought our '10 model at has everyone spouting the same sort of speech you can hear from those at the one closest to us, but the two service departments are worlds apart. The one near us even sells a top of the line DP brand, but you'd never know it by the way the service people act. The one we bought from wasn't what I'd consider the best, but they were at least reasonably close.
|
Don't make a decision based on what the dealer SAYS about themselves but by what you observe them doing. I like to just have a coffee with them and talk about something other than the business at hand. I guess my top-notch dealer just has me spoiled...he doesn't make a habit of blowing his own horn.
__________________
2018.5 Montana 3791RD
Full Timers 9/1/2010 through 1/16/2020.
|
|
|
|
|
08-05-2014, 06:11 AM
|
#12
|
|
Montana Master
Join Date: Jan 2013
Location: Depends on temps
Posts: 1,648
M.O.C. #13157
|
Quote:
quote:Originally posted by Mark N.
Great posting! I agree. Also, would you mind posting a link for the Ram forum? I want to join.
|
Mark, this is the best one that I follow
http://www.cumminsforum.com/forum/
This is another one
http://www.turbodieselregister.com/
Joe, nope on the deck, but I do have a nice view of 13-14.000' mountains with a bit of snow pack. The pic in this link is what I see every morning after the fog lifts off the lake.
http://www.taylorparktradingpost.com/RV.htm
This link is pics from last year's trip. You got to get retired...
http://www.rzrforums.net/taylor-park...to-thread.html
Jim
__________________
2012 Ram Laramie 3500 DRW 4x4 3.73 Tow Max Pkg B&W Companion 60 gal RDS aux fuel tank. 2014 Montana 3150RL, 2 A/C's, Leather, 6 Point Jacks, Splendede WD2100XC, Mor/ryde X-Factor, Duravis 250 tires with TST 507RV monitors. 2 x Honda EU2000's
|
|
|
|
|
08-05-2014, 07:21 AM
|
#13
|
|
Montana Master
Join Date: Aug 2010
Location: Washington Coast
Posts: 2,688
M.O.C. #10696
|
there is one Mfg that I know for sure where the higher up's follow the forums and respond to any question or concerns and that is Grand Designs forums I know 4 people that own a Grand Designs and they have all had questions answered by the one of the Execs there you got to give them credit for listening to their customers
__________________
[
|
|
|
|
|
08-05-2014, 08:14 AM
|
#14
|
|
Montana Master
Join Date: Jan 2013
Location: Depends on temps
Posts: 1,648
M.O.C. #13157
|
There is another one that monitors their customers comments. They are in Smith Center, Ks.
http://www.irv2.com/forums/f116/
Jim
|
|
|
|
|
08-05-2014, 11:21 AM
|
#15
|
|
Montana Master
Join Date: Jun 2004
Location: Benson
Posts: 3,121
M.O.C. #1658
|
Montana does monitor the forum but does not participate
|
|
|
|
|
08-05-2014, 03:38 PM
|
#16
|
|
Montana Master
Join Date: Jul 2007
Location: Galena
Posts: 989
M.O.C. #7380
|
Our RV dealer is 30 min. From our home. We have never walked in their parts dept. and came out with what we need. It could be so much as a screw and they will find some reason they can't get it. We usually don't ever go there but at times we have hope lol. 2 days ago we called and asked if they could make a key. Yes... Told the parts lady ( who happens to be a relative of the owner) on our way. Arrived... Give her our key to match up she says cant do it no blanks. What we just called you said you could make the key. She said I said we could make it I didn't say we had blanks! That's what we deal with! Keystone really needs to look into the service their dealers provide. That's a big problem IMO.
|
|
|
|
|
08-09-2014, 09:59 AM
|
#17
|
|
Montana Master
Join Date: Jan 2005
Location: North Ridgeville
Posts: 20,229
M.O.C. #2839
|
I know that some Keystone folks read the forum. I have never seen one respond on the forum. Of course this is not a Keystone sponsored forum. Keystone has nothing to do with the forum. Keystone is a manufacturer of Rv's not a dealer. You cannot purchase a Montana directly from Keystone. The first response is always ....go to or call your dealer. You can not order a part directly from Keystone it must be via a dealer. Most vendors will not deal directly with a customer but only through a dealer.
Dealer service various from very good to awful. We have been fortunate to only have dealt with the very good ones.
I do not have the solutions to any of these issues but that is just the way it is.
|
|
|
|
|
08-09-2014, 05:17 PM
|
#18
|
|
Montana Master
Join Date: Jun 2010
Location: Colorado Springs
Posts: 3,335
M.O.C. #10496
|
Jim,
We'll be close neighbors at the end of August (if you're still there). We are spending a week at Lottis Creek campground. 
__________________
2010 3150RL
LevelUp, Dual 6 volt batteries, Progressive Industries EMS HW50C, Honda EU2000i Generator, Bridgestone Duravis R250 tires, Torklift Glowstep Revolution Stairs, LED Tail lights
2015 RAM 3500 Laramie SRW LB CC Cummins 6.7L Aisin Trans B&W RVK3600
|
|
|
|
|
Posting Rules
|
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
HTML code is Off
|
|
|
|
» Recent Threads |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Linear Mode
