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Old 06-04-2015, 08:30 PM   #1
Dam Worker
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Email to Keystone.

Well I have sent two different emails to Ownerrelations@keystone.com about my issues with the new 3160 RL LE and still have not received any aknowelgement from them. I also sent a copy to Chase as he directed me to do.
I am a little bummed out as this was expected to at least let me have a direct contact to the Montana Division of Keystone. I guess I will have to call Chase and ask him to give me the email address for Montana Division again along with his email address. If my emails were addressed correctly than this will be a big letdown as the only conclusion I can get is that they are ignoring my emails. I will let you know the results after I talk to Chase as he seems to be a fairly standup guy. I am still hoping I bought a unit that is built well and has owner loyalty because of the factory taking care of the people who buy their products.

Tom Marty

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Old 06-04-2015, 10:10 PM   #2
DQDick
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Have had much better luck with phone calls than email with Keystone.
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Old 06-05-2015, 02:01 AM   #3
richfaa
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There are a lot of variables. Most of these guys are on the road a lot. Most also have a auto generated E mail reply that will confirm the E mail. IF I were a keystone rep my E mail would ne lascrr@keystonerv.com. first 4 letters of my last name and the first letter of my first name @keystonerv.com.
So if you know the name of the person you want to E mail you can just about guess his or her E mail address.
When we E mail ownerrelations .com there is no telling who gest it or what they do with it. That is my experience. We have good luck with E mail replies.
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Old 06-05-2015, 03:00 AM   #4
1retired06
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My impression lately is that they don't want to work directly with owners, and refer folks back to the dealer.
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Old 06-05-2015, 04:17 AM   #5
cw3jason
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Dealing with another company on our previous trailer, E-mails often went un-answered. It is best to call and talk to someone. I am not saying it is correct or good buisness for a company to do this, just stating facts about the RV industry as a whole.
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Old 06-05-2015, 05:26 AM   #6
DarMar
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We recently sent an email the same way detailing our fridge problems and explaining after many service calls and repair attempts that we wanted a new fridge. Like you absolutely no acknowledgement/response but our dealer did call us a week after and said that Keystone/Dometic has agreed to replace the whole fridge.

I agree that they don't want to deal with owners directly but rather through the dealer, but a simple reply would be comforting to know that they are at least looking into the situation.
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Old 06-05-2015, 05:49 AM   #7
Dam Worker
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Thanks for the information. I will call my contact as he usually answers and or returns my calls.

Tom Marty
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Old 06-05-2015, 01:00 PM   #8
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I've found that snail mail, return receipt requested, usually works.
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Old 06-07-2015, 04:59 PM   #9
jlb27537
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Tom,

Try replying to salaj@keystonerv.com Jamie is pretty good at getting back to you.

If that does not work try holms@keystonerv.com Steve Holmes is the General Manager of Keystone.

If that does not work try this:

Stephen Holmes

General Manager of Retail Operations

RVIA/RVDA Master Certified Technician

Keystone RV Company

Dutchmen Manufacturing Inc.

866-425-4369 (Phone)

Steve will get to the bottom of your problem, and Steve will get you handled.

Jim
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Old 06-07-2015, 05:27 PM   #10
Dam Worker
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Jim thank you for the information on contacting Keystone. My contact has been Chase Booth and I have had good luck with contacting him or return calls from him. Of course this all happened before we spent our money.

Tom Marty
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Old 06-11-2015, 03:14 PM   #11
Dam Worker
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Well to my surprise I got a phone call from Keystone Customer Support yesterday. The guy was very nice and professional. I did let him know what we were disappointed with and what we were happy with pertaining to our new 3160 RL LE, the handling of the sale up to the actual PDI etc. we will see how everything shakes out with the warrantee work and go from there. They only had the first list of issues from the dealer as it has been in the body and paint shop so my dealer could not verify the new list of issues that we had occur while on our second camping trip. Been at dealership more than with us.
Of course this call might have been prompted by my call to Chase the day before.
Last but not least he was interested in any suggestions we had on what shortcomings their unit had and what we thought could be done be done better than what they are currently producing. I told him that myself and others on this forum would like the MDS shades installed in the bedroom and my wife thinks the window treatment looked extremely cheap compared to the Mountaineer and Cougars. I also told him how unhappy I was with the location of the generator switch being in the bedroom closet. I might have said it a little differently to him.

Tom Marty
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