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Old 07-19-2004, 03:48 PM   #1
patodonn
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A "plus" for Keystone

The nature of Forums is such that most of what we discuss are problems, complaints, and issues. This is an exception. It is a "Thanks" to Keystone and their Customer Service folks.

We recently came to the end of our warranty period, and arranged with Keystone to have about 10 relatively minor items (ceiling fan motor replacement, bad kitchen faucet, a couple of small water leaks at slide corners…that kind of stuff) worked on "in transit" in Goshen at D&T RV Repair. Just before we got there, we discovered a significant axle problem (camber of the wheels way out of specs) and notified Keystone. While in Goshen, their Customer Service rep, John Armstrong, came over and looked at our "rig". Before I had a chance to even begin my discussion of why Keystone should take care of the problem, he said "We’ll arrange for you to take this to an alignment shop, and we will pay for it, even though it is beyond the normal warranty period. We will take care of all the other stuff as well". No fuss, no muss, no finger pointing or discussion…they just stepped up to the plate and did the right thing.

Just for interest, during our conversation, John Armstrong told me that Keystone identifies "problem RVs" as those with 6 or more significant warranty issues. The percentage of these RV’s identified by Keystone in their product lines is about 2.75%. Industry average is above 4+%. Speaks well for the product line.

So, thank you, Keystone, for "doing it right" in my specific situation. It may well be that warranty problems you may be encountering have more to do with individual dealerships than Keystone itself. I can't even imagine a similar "good" outcome had I been required to work through my original dealer in California.
 
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Old 07-19-2004, 04:03 PM   #2
prariepoodle
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I am so glad that you had such a good experience with Keystone and I know that everyone that has contacted them has. As everyone else has said just let them know what is wrong and they will try and get it fixed.
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Old 07-19-2004, 04:06 PM   #3
Emmel
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patodonn, I just emailed Keystone about my troubles with the fantastic vent fan and they replied right away. Brandon Tom said for my dealer to order and install a new one to fix the faulty cover that sticks no matter how much i lube it. That also speaks well of the Owner Relations dept at Keystone.
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Old 07-19-2004, 04:07 PM   #4
8.1al
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It's always good to hear when a company is doing things right. Makes me feel just that much better with my choice of fifth wheel.
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Old 07-19-2004, 05:45 PM   #5
Northstar
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I am excited about buying a Montana. I have heard only good things about Keystone. Happy rving.....
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Old 07-19-2004, 06:08 PM   #6
lightningjack11
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I keep waiting for Keystone to really stop dropping the ball but they always hang in there. Certainly great news for me because I might upgrade someday. Thanks for posting your experience.
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Old 07-20-2004, 01:28 AM   #7
GordonR
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As part of our research before buying, we lurked in various forums for different brands of RV. It's nice to see the comments above being very explicitly happy. However, what really made the difference for us was that even the complaints were done in a pretty civilzed manner. In some of the forums, some owners were vehemently critical of their coach's manufacturer about problems that ranged from trivial to serious. While there are issues discussed regarding Keystone and the Montanas, people here have worked with each other and with Keystone to get issues resolved. That was a pretty strong indicator that Keystone was doing a good job with a good product. And THAT (along with a good price and a great floor plan) is why we're picking up our 3400 on Friday.

Gordon
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Old 07-20-2004, 02:41 AM   #8
Bowie
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PJ and Nan--We are so happy to hear the good report on solutions for your problems. It is great to find out once again that Keystone does stand behind its product. We appreciate hearing about your experience as it confirms our choice of a Montana.

Gordon--our experience with other forums has been the same as yours. The folks who post here are really a special bunch--and how lucky we are to have each other to share our experiences with. No moaners and groaners here--just real people trying to solve a problem or lend a hand. Thanks again folks for keeping this forum upbeat and positive as we all strive to enjoy our Montanas.
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Old 07-20-2004, 04:36 AM   #9
Montana_621
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Gruffy, since all these people are happy with Keystone, have you contacted them about your wheels literally falling off?
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Old 07-20-2004, 04:41 AM   #10
Thunderman
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So glad to hear of the pleasant experience you had with Keystone. Makes one feel good about owning a Montana. Have a good day!
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Old 07-21-2004, 10:10 AM   #11
Montana_682
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Quote:
quote:Originally posted by Melissa and Mike S

Gruffy, since all these people are happy with Keystone, have you contacted them about your wheels literally falling off?
Hi Im jerry
could you give me some specifics about the wheels falling off???thanks jerry
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Old 07-21-2004, 01:51 PM   #12
vickster
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PJ and Nan - Thanks for taking the time to post good news. It is so easy to post negative information (like the news media), and so rarely do we read positive news. Appreciate you taking the time to post.
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Old 07-23-2004, 11:58 AM   #13
Montana_593
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PJ & Nan

Glad you had a good experience with Keystone and thank you for sharing it with us. This just reinforces our belief that we made the right choice with our rv purchase.
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