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05-23-2015, 07:48 AM
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#1
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Junior Member
Join Date: Mar 2015
Location: Meraux, La.
Posts: 19
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how long should warranty work take?
We bought our 5th wheel trailer('15 Laredo 278srl) from a dealer in Hammond La on 3/21/15, We used it for Easter Week end and as usual we had a list of 15/20 items that needed some work (not unusual for a brand new unit). We returned it to the dealer on 4/25/15 and so far they haven't fixed a thing.
Their story is that they first have to access the work and then ask Laredo for a work authorization and then after they get that they order the parts from Laredo. Right now we are waiting for the parts to ship! They still have to do the work.
Has anyone else run into these kinds of delays with this product line?
Thanks
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05-23-2015, 10:20 AM
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#2
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Senior Member
Join Date: Jan 2014
Location: Colorful Colorado
Posts: 798
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We had warranty work and it was about a month last Fall. It all depends on your dealer and what needs to be done.
__________________
Current:
'17 Winnebago Vista 31BE / Wife, pesky Eski and loco Toto dog
Former:
'15 Open Range 256BHS / '05 F350 CCLB RWD V10
'14 Keystone Passport 238ML / '13 GC Trailhawk Hemi
RIP Birch (pitbull)
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05-23-2015, 11:25 AM
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#3
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Senior Member
Join Date: Aug 2012
Location: Waco, Tx
Posts: 5,457
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Depending on the punch list it can take from a month to three or even four months during the initial one year warranty period. Some of this is on the dealer taking a while to get it in the shop and document all the points on the punch list. After all make ready is gonna win that fight every time.
Some of it is on Keystone for making the warranty process cumbersome and often denying the claim or requesting further documentation.
This is why many of us just fix the little things ourselves, leaving only major problems for the dealer.
__________________
2015 Ford F350 DRW 6.7 Diesel XL
2020 Avalanche 313 RS
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05-23-2015, 03:21 PM
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#4
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Senior Member
Join Date: Feb 2013
Location: MA
Posts: 3,153
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One trailer we had a few issues so we dropped it off and told them our next trip was in 4 weeks and they had it done. The last issue, we sent pictures, they ordered the parts and I made an appointment when the parts came in. I sat and waited for it.
__________________
2013 Premier 31BHPR
2014 F350 6.2L
Soon to be just DW and I
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05-23-2015, 03:52 PM
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#5
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Site Team
Join Date: Jul 2014
Location: Modesto
Posts: 20,353
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How long it takes to complete warranty work depends on a few factors.
How many RV's are in front of yours and how many techs there are. Another factor is the time of year.
Warranty repairs have to follow a process so the dealership will get paid. First thing is the tech takes your list and documents on a work order what the concern is and the cause. Then pictures are taken including any data plates that contain model and serial numbers. After all the documentation is submitted to the factory, including labor times to repair, the factory authorizes or denies each item.
If it's approved and parts are needed then they are ordered. Once the parts arrive, the repair is performed. If any item is denied, then that concern is not dealt with without telling the customer that it was denied and the cost will be the customers responsibility. All of this takes time, and I have seen it take days, weeks, and months. In the end, all you can do is call the service mgr. And ask nicely how the repairs are coming along.
__________________
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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05-23-2015, 04:54 PM
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#6
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Senior Member
Join Date: May 2010
Location: Rochester, NY
Posts: 1,605
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On my current fiver, I also had a punch list of larger warranty items (about 6), which required parts from Keystone. I fixed numerous nuisance items myself.
To fix the major items, I made an appointment with the dealer to look at and verify the issues. Once they did their documentation required for warranty coverage, I left and told them to call me when the parts came in. Once the parts were in, I scheduled the repairs and had my rig back within 3 days. I learned this method the hard way whereas in my last new RV, the dealer had my rig for over two months.
I found this to be a good way to remain in the drivers seat for warranty work. Once you drop off the rig, you are at the dealers mercy. I don't think most dealers consider warranty work a priority, as they can't bill out full labor rates.
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09-05-2016, 08:16 AM
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#7
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Junior Member
Join Date: Feb 2016
Location: St. Rose, Louisiana
Posts: 24
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Curious to know which dealer this is. We too have had our camper sit at dealer for warranty work for 5 months!
Sent from my SAMSUNG-SM-G930A using Tapatalk
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09-05-2016, 01:31 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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I've posted this before but will again.
For warranty work on components like Dometic refigerators or A/C, Suburban furnace, awnings, etc. any factory authorized repair shop can repair it under warranty. Usually much better and faster than the dealer. There is very little incentive for a dealer to actually fix anything.
There is one catch. You have to be sure the issue is the component. If it's the wires going to the A/C then the shop can't fix a Keystone assembly issue under warranty.
I would suggest finding an independent parts and repair shop and talk to them about what components they are authorized to repair under warranty.
My shop is authorized to repair about everything I have except frame, walls and cabinets. Channelview RV Supplies I-10 East, Houston, TX.
And if you own Dometic...they offer extended warranties.
__________________
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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09-05-2016, 01:59 PM
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#9
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Site Team
Join Date: Jul 2014
Location: Modesto
Posts: 20,353
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how long should warranty work take?
Quote:
Originally Posted by Wawhoss
We bought our 5th wheel trailer('15 Laredo 278srl) from a dealer in Hammond La on 3/21/15, We used it for Easter Week end and as usual we had a list of 15/20 items that needed some work (not unusual for a brand new unit). We returned it to the dealer on 4/25/15 and so far they haven't fixed a thing.
Their story is that they first have to access the work and then ask Laredo for a work authorization and then after they get that they order the parts from Laredo. Right now we are waiting for the parts to ship! They still have to do the work.
Has anyone else run into these kinds of delays with this product line?
Thanks
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It's the same for ALL brands. Document customer concern, take pictures. Submit for approval. Get approval, order parts. Wait for parts to arrive. IF they are right, do the work. If they are wrong ( common) order again, wait for right part.
Just went through this with a Keystone outback. Rear window wasn't working from the factory. I took pictures, measured and our warranty girl ordered. 3 weeks later window showed up. Emergency exit was on wrong side. 3 weeks later got the right window. Factory admitted wrong one sent out. They had to pay shipping TWICE.
__________________
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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09-05-2016, 07:39 PM
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#10
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Senior Member
Join Date: Nov 2012
Location: Fruitland
Posts: 3,357
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I would not ever leave my car, boat, rv, etc at a dealer unless it could not be used because of the problem. With current TT I did 100% just like post #6. With a appointment. 1 day for dealer to look at, photograph problems. I than took TT home and used it on 2 outings. They got approval, than parts about 2 weeks later. 2 days at dealer and I had unit back. Did the same when the furnace failed except no outings between the look at and fix.
__________________
2013 24RKSWE (27ft TT) Cougar 1/2 ton series SOLD 10-2021
2013 Ford F350 4x4 CC 6.7 engine, 8 ft bed, 3.55 rear end, lariat package
Retired from Oregon State Police in 2011 than worked another 9.5 years as a small town traffic cop:
As of 05-2020, I am all done with 39 years total police work. No more uniforms for me.
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09-05-2016, 08:10 PM
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#11
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Site Team
Join Date: Jul 2014
Location: Modesto
Posts: 20,353
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Quote:
Originally Posted by Ken / Claudia
I would not ever leave my car, boat, rv, etc at a dealer unless it could not be used because of the problem. With current TT I did 100% just like post #6. With a appointment. 1 day for dealer to look at, photograph problems. I than took TT home and used it on 2 outings. They got approval, than parts about 2 weeks later. 2 days at dealer and I had unit back. Did the same when the furnace failed except no outings between the look at and fix.
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We have customers that do that. I like it because it benefits both parties. You can still use your RV and it's not taking up space in our lot.
__________________
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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09-06-2016, 08:33 AM
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#12
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Senior Member
Join Date: Jul 2014
Location: Solomons
Posts: 3,874
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The problem we have in our area is you have to make an appointment just to get in line. You have no idea how long the rig will sit there before it is actually looked at. Then depending on what is needed the additional wait begins.
__________________
Tom
2019 Alpine 3651RL
2016 F350 CC DRW
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09-06-2016, 10:34 AM
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#13
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Site Team
Join Date: Jul 2014
Location: Modesto
Posts: 20,353
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Can't you make an appointment specifically to document concerns? Kind of like a "waiter" appt. where you wait while they do anything.
__________________
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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09-06-2016, 03:47 PM
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#14
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Senior Member
Join Date: Jul 2014
Location: Solomons
Posts: 3,874
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Quote:
Originally Posted by chuckster57
Can't you make an appointment specifically to document concerns? Kind of like a "waiter" appt. where you wait while they do anything.
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All I want done is an annual inspection and they scheduled me 8 weeks out to get in line. The dealer closest to me won't even call me back because I didn't buy there. Oh well. Not much I can do at this point.
__________________
Tom
2019 Alpine 3651RL
2016 F350 CC DRW
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09-10-2016, 05:23 PM
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#15
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Senior Member
Join Date: Oct 2012
Location: Oakfield NY
Posts: 229
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Took us 4.5 months in the off season to get ours done. Now 6 trips after that all they worked on turned to ****. Mainly the slide cAbles i am removing to repair the missed aligned pulley system installed. I see a video on youtube in my future
Way to go camping world and keystone hope you both go bankrupt
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09-10-2016, 06:03 PM
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#16
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Site Team
Join Date: Jul 2014
Location: Modesto
Posts: 20,353
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Quote:
Originally Posted by robo
Way to go camping world and keystone hope you both go bankrupt
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I wouldn't be so quick to wish ill on Keystone. If the repair wasn't done correctly you can't blame keystone. The dealer on the other hand.....skilled, competent techs aren't a "dime a dozen". I'm not in anyway trying to bash or defend the dealer that did the work, but as a person that has worked on cable driven slides, they aren't all that simple.
__________________
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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09-11-2016, 09:37 AM
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#17
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Senior Member
Join Date: Oct 2012
Location: Oakfield NY
Posts: 229
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I understand but basic thangs like if a moveable cable touches something it will wear and fray also break. Pics and vids to come
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07-30-2017, 09:00 AM
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#18
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Junior Member
Join Date: Jul 2017
Location: Bessemer
Posts: 15
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I would say worse experience I have ever had, the dealership wants to sell. If the dealership did a pdi really they could improve customer satisfaction. The camping world I bought mine the didn't know what they were selling or how it worked.
Sent from my QTASUN1 using Tapatalk
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08-02-2017, 08:57 AM
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#19
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Junior Member
Join Date: Aug 2017
Location: Dallas
Posts: 11
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Stuck in Fairbanks Alaska with spotty communication from Keystone warranty. Owned the Travel Trailer less than 6 months - purchased new in February 2017.
Suspension spring (one leaf) broke on the Dalton Highway). Looks like I'm paying the $3500 towing charges myself. Can't seem to get the "parts guy" at Keystone to ship a new assembly overnight so I can get home. #disappointed
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08-02-2017, 09:34 AM
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#20
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Senior Member
Join Date: Jul 2017
Location: Chaska MN
Posts: 227
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You didn't say what you are pulling but leaf springs through eTrailer are anywhere from $20 to $80 plus about $110 to $270 for same day shipping to Fairbanks. I don't suppose that's overnight however and not sure if any of the eTrailer leaf springs are direct replacements for any of the Keystone trailers. It's Alaska though, you might be able to find a local trailer shop in the Fairbanks area that will hook you up with something equivalent (or even better) to get you back on the road and home.
EDIT: Is $3500 the rate for putting your rig up on a flatbed and shipping it from Fairbanks to Dallas? I'm not familiar with the rates or what would be involved in doing something like that if that is what you are talking about. I remember meeting a family while traveling in Alaska back in 1982. They were waiting for transmission parts for their motor home and living in a gravel pit off of the main highway while they waited.
EDIT EDIT: Sorry, just noticed that it broke on the Dalton Highway. That's one long bad-a$$ stretch of road. It's usually in pretty good condition though unless you hit a rough spot. Did you take it all the way north or just part way out and back? How far did you travel with the broken leaf before you got to Fairbanks?
__________________
Randi & Shirley
2016 Ford F-350 SRW CCSB 6.7L 4WD
2022 Forest River Vibe 26RK
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