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Old 07-22-2019, 01:23 PM   #1
Windjammer56
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Warranty refusal of work

This morning I attempted to schedule a warranty repair on my 3120 due to hot burning electrical smell. I contacted Dons RV in Ceres Calif as they are the closes dealer. The first question asked was did you buy it here? I told them no and his statement was we cannot even schedule you until at least November.

This is a fire concern and they will only look at units purchases from them.
How can keystone say they have a warranty.
Any idea or help would be appreciated. Thanks
John Nixon
 
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Old 07-22-2019, 01:45 PM   #2
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Call keystone immediately and report the dealer. THAT is not how it works!! Then ask keystone for another dealer
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Old 07-22-2019, 01:46 PM   #3
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Call Keystone Customer Service they should help you. On our last rig they authorized a non-dealer to do warranty work when a dealer wasn't available and the issue was critical. I paid the bill and they reimbursed me promptly.
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Old 07-22-2019, 01:46 PM   #4
AZ Traveler
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Find a different dealer or call Montana customer service for help!

RV dealers are not dedicated dealers for a particular brand like a Ford or Chevy dealer is.
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Old 07-22-2019, 03:25 PM   #5
Montajmahal
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Originally Posted by AZ Traveler View Post
Find a different dealer or call Montana customer service for help!

RV dealers are not dedicated dealers for a particular brand like a Ford or Chevy dealer is.
Actually they are when it concerns warranty work. However, dealers do set there own policies regarding when they schedule service work, warranty or not, with many putting their own customers first. Having said that, because it is a safety issue they absolutely should set that policy aside in this case.

Call Keystone Customer Care.
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Old 07-22-2019, 08:08 PM   #6
Mosnowman
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Definitely report the dealer to Keystone. I am assuming he carries Keystone?
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Old 07-23-2019, 05:20 AM   #7
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I used to live just down the road from Don's RV and I could name at least 15 people that have had the same customer service from them. People have called Keystone and have got nowhere. These people are not interested in helping anyone, just making MONEY. I drove 100 miles just so I would not have to deal with them.
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Old 07-23-2019, 06:49 AM   #8
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We bought two of our Montana units from Reines RV in Manassas VA (now a camping world), and it was proudly advertised in their showroom that they only serviced units bought from them. Upfront notice if you bought from them. Easy to get scheduled, and they worked competently with quick turnaround times. Had several parking spots where you could hook up and wait during the repair process, which was a day or two. Lot of happy and repeat customers. They sold Keystone, Carriage, other brands and were never challenged by the manufacturer over their policy because they moved lots of product.
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Old 07-23-2019, 10:38 AM   #9
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The dealer didn’t say they wouldn’t work on it. They would after they worked on their buying customers units. They are looking out for their customers. I don’t blame them for that. I look after my customers first.
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Old 07-23-2019, 10:43 AM   #10
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What happened to you is fairly normal in the RV industry a call to Keystone customer service may have been helpful.
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Old 07-23-2019, 12:29 PM   #11
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John,

If you are worried about the safety side, it might be worth spending a $100 or so to have a mobile tech look at it to see if it truly is a safety issue. Probably won't get your money back but it may be worth it for the peace of mind.
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Old 07-23-2019, 01:58 PM   #12
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Close to where we live there is a full service RV repair/servicing facility. They have 8 full size repair bays, a level parking area for those that chose to leave their RV for service or while waiting for parts. They also have FHU sites for full timers to park while waiting for their maintenance/servicing to be completed. They have two factory trained fully certified Keystone mechanics/technicians for repairing & servicing all Keystone products. They are certified to perform Keystone warranty services.

I mention this because I found them during an internet search for such services. They have employees certified for Jayco & Forest River trailers.

I recommend doing an internet search in your area. You just might find such a facility close by.

https://www.richardsrvsc.com/rv-maintenance
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Old 07-23-2019, 02:46 PM   #13
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actually, this is the norm for many dealers.

you are calling keystone but find another dealer that will do the work, asap
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Old 07-23-2019, 06:21 PM   #14
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I've read in numerous post to call "Keystone Customer Service". Is there contact information for them? Phone number?

Would be good if this were a sticky.
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Old 07-23-2019, 11:55 PM   #15
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Contact methods available here. https://www.keystonerv.com/owners/contact-us/
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Old 07-24-2019, 05:46 AM   #16
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Quote:
Originally Posted by mlh View Post
The dealer didn’t say they wouldn’t work on it. They would after they worked on their buying customers units. They are looking out for their customers. I don’t blame them for that. I look after my customers first.
Lynwood
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Old 07-28-2019, 01:11 PM   #17
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Sorry, the warranty is virtually worthless if any dealer can decide to decline service in a reasonable time. November is not reasonable. The fault originates with KS, but is also on each of us for putting up with this BS.
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Old 07-28-2019, 01:25 PM   #18
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Has the OP called Keystone Customer Service.What was their reply.
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Old 07-28-2019, 01:34 PM   #19
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Originally Posted by Sdgood1 View Post
Call keystone immediately and report the dealer. THAT is not how it works!! Then ask keystone for another dealer
. My dealer is Sacramento only works on rigs they sell. One of the reasons I bought local.
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Old 07-28-2019, 01:59 PM   #20
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Little To Zero consumer protection

Unfortunately, there is little to be done to these type of jokers. Buy a GM product or any manufacturer , and the respective dealer will perform service, especially warranty work.. RV industry not so Report them yes, but it's a catch 22 in my mind. They will get you in , take pictures, send to manufacturer, manufacturer (2-3 weeks later) says ok , plan on bring out of your unit for 1-2 months ...
Our dealer fixed us up, and thank them very much. Not all care because they don't have to. It's way past time for consumer protection laws to be enacted, but good luck on that I'm sure .
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