Any suggestions in resolving this issue with Keyst

[Just148]

I would subjest that you speak with some one higher up...If that doesn't work call some one who cares....A Law Er......... My subjestion was to go as high as posible not stright to a Law ER.

quote:Originally posted by Glenn and Lorraine

mobilrvn there is not much I can suggest other than what was previously mentioned and that is to keep working with the Keystone Customer Service people. You would be the absolute exception if they did NOT get you totally satisfied. Call them at (574) 535-2100 DO NOT EMAIL them. Above all else, BE CALM COOL and COLLECTED when talking to them. If you go off in a rage it is not going to help your cause. You draw more flies with honey than you will with vinegar.

Now if you want to shut down all further direct Keystone communication than go with the suggestion of Just148 and Patodonn and mention that you will be contacting a lawyer. Once that is said they will refer you to their legal department and any hope of a quick fix will be gone. Most large corporations policy is if you mention "lawyer" or "law suit" or even "Law Er" or "ombudsman" they will cut you off from any further communication and immediately turn you over to their legal eagles and Keystone is no exception to this policy.

Now if all else fails, using that same phone number contact Jeff Rank. Jeff is the VP at Montana and will get you thru this.

[richfaa]

mobilrvn..Think that Jeff Ranks E mail address as well as his phone number is listed on this thread. Give him a call tell him you would like to send him a e mail with your concerns..We have met this man..He wants youto be a satisfied customer.

[FredG]

I agree with rich and Helen. When we met Jeff Rank during the factory tour, we saw someone who is motivated to improve his product and willing to bend over backwards for customer service. After talking to Jeff and a couple of the other senior staff, we felt comfortable with owning a Montana.

Fred

[ols1932]

Lon Nelson is the guy to talk to at Customer Service. He goes out of his way to satisfy customers. He took care of us and our rig was 4 years old! Can't say enough good things about his work.

[mobilrvn]

Montana is now playing a new game. Laid out the situation in an email to all the Team Montana repair folks and got some help from Darrell Turner. We called the dealer (service manager) and here is what has been put to them. Montana wants a "survey" of what needs to be done, then they will approve repairs based on the survey.

According to the service manager this means that they will have our 5W for two more days at a minimum. There isn't four or five hours worth of work for all the repairs including the leaking shower drain for the fourth time. We already spent a wasted day to begin with and now it will be three, not to mention burning up $150.00 for fuel. Our appointment is for 10/11, so will let you know what happens. All the repairs will be done or it will be lawyer time for sure. The repair are for all the things they didn't do correctly at the factory, so there shouldn't be any warranty issue. Will put together a letter for Jeff Rank, however, our low opinion of Montana will not change.

[sreigle]

Not only that but Jeff Rank is a Kansas University grad and an avid Jayhawk basketball fan and that makes him one of the good guys in my book!

[mobilrvn]

As suspected, our trip to the dealer still didn't get our remaining problems solved. Think the objective is to wear us out, so we will give up. Our dealer, Holiday RV Center in Hillsboro, OR which is part of the Gresham Group, "surveyed" our rig for the requested repairs which took six hours for our seven items. This gives you an idea of how inept they are. Don't go there! The upshot of it was that they needed to order three parts, all of which I asked for from the factory nearly two months ago--of course I am a stupid customer who couldn't tell that they used a wrong part, one part was broken and one part was damaged, all needing to be replaced!!!! In trying to tell what was needed, they even fixed the leaking shower drain and we have an appointment at a Dometic dealer for the AC which pulls 60 amps before blowing the CB.

The dealer's survey showed that it would take less than THREE HOURS to do the repairs. We have spent two days at the dealer's and now have to arrange to take it to another dealer somewhere and link up with the parts. The total time for repairs will be less than six hours, yet we'll be into it at least three days!

Of course, they can't fix anything else until they get the parts and have no idea how long it will take to get them. They determined that the flashlight didn't work over two weeks ago and the replacement still hadn't arrived. Needless to say. will let someone else down the road do our repairs---more Montana BS!