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Old 06-14-2018, 02:11 PM   #1
BIG KAHUNA
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Warranty woes

Here's the deal we took our 2017 Cougar to the Camping World where we bought it for problems with the touch lights and Wonder Fan. We were told to track the problems down they would have to remove the under belly and that would require 8-10 hours and they would have to get Keystone to approve the work. Our 5th is still on its normal warranty plus we have the BEST extended warranty. When I checked today after having left the dealership a week ago I was told they hadn't yet received approval from Keystone. Is this normal? Please lets not use this as an opportunity to bash Camping World or Keystone! Is there a way I can go directly to Keystone directly?
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Old 06-14-2018, 02:55 PM   #2
sourdough
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I'm not surprised. If you left it a week ago how long was it before CW got it in a bay to assess the issue? I suspect they had to do something before they contacted Keystone.

I would give it a couple of days and contact them again. If the answer is the same you need to go directly to the service manager and ask him to intervene with Keystone. You can contact Keystone customer service directly but I'm not sure that would help at this point in the process.
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Old 06-14-2018, 04:31 PM   #3
BIG KAHUNA
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Update

Actually as a point of reference our 5th wheel was in for other service issues when it was determined how much time the other line items would take and we took the trailer home with us waiting for Keystone's authorization to book an appointment.
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Old 06-14-2018, 06:45 PM   #4
JMaster
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The finance guy that wrote up our paperwork (also at Camping World) was and is a good friend of mine. One thing he told me, and now makes a lot of sense to me is that the difference in new rigs and used rigs is night and day when it comes to warranty work. He said the time for approvals on new rigs is triple, sometimes quadruple the time frame then if you had purchased a used unit. If you think about it, think about stories you hear from friends, other campers, etc about how long it took for warranty work on their new campers. He explained it very well to me but for the life of me cant remember the entire conversation. I was too stressed looking at paperwork lol.
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Old 06-14-2018, 07:28 PM   #5
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Quote:
Originally Posted by JMaster View Post
The finance guy that wrote up our paperwork (also at Camping World) was and is a good friend of mine. One thing he told me, and now makes a lot of sense to me is that the difference in new rigs and used rigs is night and day when it comes to warranty work. He said the time for approvals on new rigs is triple, sometimes quadruple the time frame then if you had purchased a used unit. If you think about it, think about stories you hear from friends, other campers, etc about how long it took for warranty work on their new campers. He explained it very well to me but for the life of me cant remember the entire conversation. I was too stressed looking at paperwork lol.
Warranty on a new unit will include workmanship and materials. When you purchase a used unit, your only going to be able to buy the “extended” warranty and that only covers failures of components. Often times it also includes a deductible that the customer is responsible for. Yeah approvals are generally faster, because you only have to document the failure of a component, not fit/finish.
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