[David and Jo-Anna]

I have a problem with my Big Sky where I'm not sure whether I should just accept the status quo or push Keystone to fix the problem. All advice and counsel is solicited.

In the early model 2007 Big Sky rigs, Keystone apparently installed the awnings too low so that the entry doors rub significantly on the underside of the awnings. Somewhere in the production run, they realized the problem and fixed it by raising the awnings higher. I noticed the problem while at the NorthEast Rally this spring. I mentioned it to the rep at the Rally from Pocono RV, and he said that Keystone was aware of the problem and had now corrected it. When I got back to Virginia, I reported the problem to my dealer and asked to have it addressed under my warranty. After a few weeks, I followed up with the dealer and was told that the fix for this problem was not a simple one and that there was discussion going on at Keystone as to what to do. When no response was forthcoming from Keystone over the next several weeks, I took the initiative and called Keystone Customer Service. I was told the following.

Keystone does not view this as a manufacturing defect and therefore does not feel it needs to to anything to address the matter. The rep said that lots of RVs have doors that rub the underside of awnings. The fact that Keystone recognized the problem and made a manufacturing change is irrelevant as Keystone makes lots of manufacturing changes during the year and those changes don't mean that there was a defect. I was told that I could go buy a small roller and mount it to the top of the door and that may help protect the awning. But Keystone would do nothing about the problem.

Now I understand that the fix to this problem would be substantial--apparently they can't simply move the awnings up higher because the support brackets inside the walls are at the lower position, and it would require tearing out the whole wall to move the brackets. However, I'm not terribly pleased with Keystone telling me in effect to "go pound sand" and deal with the problem myself just because the correct fix would be such a big job. At a minimum, I thought they should offer to install the roller on the door and to extend the warranty on the awning in case that fix doesn't work.

Am I being unreasonable here? Will that little roller on top of the door take care of the problem? Is this something I should just shut up and accept? If not, who should I talk to and/or what should I do to get Keystone to consider doing something more to address this problem?