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06-07-2017, 03:58 AM
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#1
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Junior Member
Join Date: Feb 2017
Location: Taft
Posts: 8
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Vinyl floor damaged by dealer
We have a 2017 Keystone Cougar we bought about 3 months ago. It has been at an authorized warranty dealer (not the dealer we purchased from) for some warranty repairs. One of the repairs we requested was that the dining room table was not secured to the floor at the factory (there were screw holes but no screws) and would move during transit. My husband picked it up yesterday and walked inside to see if they had fixed a broken light fixture and all was fine.
The service tech brought the slides in and got it ready for him to hook up and take home. When he got it home, he opened the slides and went inside to turn on the AC in preparation for a trip. The flooring in front of the dining table is torn badly in two places. We looked underneath and they put long screws through the floor, piercing the underbelly and when the slide went in, it tore the floor.
I have to call them this morning about this, but wondered what to expect?
I read online that since the vinyl is under everything (including an island) the solution would be to put down new vinyl and put 1/4 round around the sides. This is NOT the look we want for a 3 month old camper.
Has anyone had any issues like this with a dealer and what was the outcome?
I've attached pics of the underside and flooring. The pic of the underside is hard to tell, but there are 4 screws like this sticking through.
Thank you!
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06-07-2017, 04:21 AM
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#2
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Senior Member
Join Date: Apr 2017
Location: Oswego
Posts: 604
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I had a similar problem on a motor home once. The brought in a local carper/flooring tech to perform the repairs. They did a nice job. The hard thing will be getting the matching flooring from the factory. They may be able to obtain some flooring locally that will match the color.
I had the same problem with the table on our last RV. I was thinking of putting some type of screw/bolt from the bottom but I was afraid of the results you had. A countersunk screw/bolt probably would have prevented it.
__________________
RV - 2017 Avalanche 320RS
TV - 2011 Chevy Silverado 3500HD LTZ CCLB Duramax SRW 4X4
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06-07-2017, 05:51 AM
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#3
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Site Team
Join Date: Mar 2011
Location: Gaylord
Posts: 26,997
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Most floor covering sales stores have a service department that can "work miracles" when it comes to repairing torn vinyl flooring. There is a significant amount of vinyl under sections of the carpet in your trailer, under the drawer units in the island, etc so that a matching section can easily be located and "harvested" to repair your torn vinyl. Contact the dealership that did the work and have them locate a vinyl repair facility near you. They should coordinate the repair, set up the appointment and pay for the damages.
Don't "fret", all is not lost and you're not faced with "new flooring that doesn't match"......
Many reports on this and other forums can be found that indicate the repair can't be seen, even with careful inspection by people who know where it's located.
__________________
John
2015 F250 6.7l 4x4
2014 Cougar X Lite 27RKS
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06-07-2017, 06:04 AM
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#4
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Junior Member
Join Date: Feb 2017
Location: Taft
Posts: 8
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Thank you!
I have contacted the dealer and they were very nice and told us to do what we can to minimize further damage and they would look at it when we return from a weekend trip. They said they would make it right either by repairing or replacing the flooring and replacing the damaged underbelly.
Thanks for your replies!
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06-07-2017, 06:49 AM
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#5
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Site Team
Join Date: Jul 2014
Location: Modesto
Posts: 20,351
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We have done a couple of complete floor replacements with opposing slides. It's not that difficult, just labor intensive. You may only have 1/4 round at the front or back if you have cabinets that can't come out.
I've done a few patches, those too are not that hard with the right tools and time.
Glad to hear the dealer will make it right.
__________________
2012 Copper Canyon 273FWRET being towed by a 1994 Ford F350 CC,LB,Dually diesel.
Airlift 5000 bags, Prodigy brake control, 5 gauges on the pillar.Used to tow a '97 Jayco 323RKS.
Now an RVIA registered tech. Retired from Law enforcement in 2008 after 25+ yrs.
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06-07-2017, 11:07 AM
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#6
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Senior Member
Join Date: Apr 2017
Location: Oswego
Posts: 604
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Quote:
Originally Posted by hikers44
I have contacted the dealer and they were very nice and told us to do what we can to minimize further damage and they would look at it when we return from a weekend trip. They said they would make it right either by repairing or replacing the flooring and replacing the damaged underbelly.
Thanks for your replies!
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Good to hear!
__________________
RV - 2017 Avalanche 320RS
TV - 2011 Chevy Silverado 3500HD LTZ CCLB Duramax SRW 4X4
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06-07-2017, 12:19 PM
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#7
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Senior Member
Join Date: Feb 2015
Posts: 190
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Question is:
How could the factory "not" know that the table wasn't screwed in - so much for final inspection plus delivery inspection by the dealer.
People need to slow down and do the assigned job correctly.
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06-07-2017, 01:03 PM
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#8
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Senior Member
Join Date: Jul 2013
Location: Liberty, Texas
Posts: 5,034
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Paid by the piece not hourly what I hear.
__________________
2018 Ram 3500 Laramie CC DRW LWB 4X4 Cummins Aisin 3.73
Reese Goosebox 20K
2018 Heartland Landmark 365 Oshkosh
2008 Bigfoot 25C9.4 LB Cabover
2023 CanAm Defender SXS
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06-07-2017, 01:06 PM
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#9
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Senior Member
Join Date: Jul 2015
Location: Texarkana, TX
Posts: 1,052
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Employee review (Keystone): "Piece Rate shop, once you're done with your units you get to go home. Most weeks we only have 35-37 hrs."
That's one way to fix labor costs and hit production goals. I wonder what it does for quality? :-)
Honestly, if it was my business and I was largely dealing with semi-seasonal "unskilled" labor, I might run it the same way. Most "repairs" are pushed off on the dealer and reimbursed at a non-retail rate. I assume Keystone has some way to quantify repair costs versus hitting production goals? Then again, this might be a modern concept that involves data analysis....
What's harder to quantify is how big an impact "brand reputation" has on sales. New and re-sale... So perhaps it's harder to invest in quality.
It was interesting to see ex-Keystone execs spin off Grand Design and do pretty much the polar opposite in terms of customer service and consumer experience from how Keystone (and other brands) handle it. Those choices made the Grand Design brand, which again, got bought by Winnie, so those guys have it figured out... Grand Design sold at higher price and certainly lower volume than Keystone.
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