Interesting email from Keystone

[cabinfever]

After reading this post a thought came to mind. If I had a question about one of my trucks, needed a part, or wanted to modify one I wouldn't even think of calling the manufacture. I would think the people at GM, Ford, etc would respond the same as Keystone. I would call a dealer. IMO RVs are the same.

[JRTJH]

Cabinfever,

That's exactly right. If you call Ford asking about a part number, or what constitutes the differences between the regular tow package and the Maximum tow package, they will not discuss it at all, they refer you to the dealer where you purchased the vehicle or to the dealer of your choice. It's a matter of "scripting" (preprinted responses that are read to the customer) In Ford's case, they end the converstaion by saying, "Mr, X, Your customer inquiry number is FORDxxx-xx. We will forward your concerns to your dealer, Fox Motors in Traverse City so they will have the information we discussed today. Please wait 24 hours before contacting the dealer to allow for transit time. Is there anything else I can help you with today?"

With Keystone, there apparently isn't a script and customers get different responses from different CS reps. Some say the information isn't available, others say the information isn't released to customers, only dealers, others say, Due to model changes and revisions during the model year, our policy is to refer all inquiries like yours to the dealer who is better equipped to answer your questions with the most accurate information. Depending on who you get and your "personality" every customer will interpret what's said differently. I believe that Keysone's scripting problem "should change" but I don't think Keystone is really that much attuned to what we think on this forum. So, don't look for any remarkable changes from them. The current CS program at Keystone isn't costing them any measurable profit, so they aren't really inclined to spend profits on a program that isn't making them any money.

I really don't know of any "big" or "major" manufacturer who wants their customer service department resolving every issue with every customer. They all have a "phone switchboard" to direct calls and the majority (I've not heard of an exception) of the CS reps are directed to refer customers to the dealer for any information.

[strokendiesel002]

I have a Raptor Toy Hauler with the deck kit (comes with cables that hold the ramp level turning it into a deck). Some of the bike we haul are lower to the ground (lowered Harleys for those who are vertically challenged ).

I wanted longer cables, so the ramp would match the dove tail angle. They gave me the run around for weeks before telling me that I had to go to the dealer for this. I contacted the dealer and they said there was nothing they could do (Camping World... ugh). I had all the measurements for them- even the angle the would be at when suspended by the longer cables, but they wouldn't let me work with their engineers to work out whether or not tis would adversely affect the ramp door or frame where the ramp door is attached.

I thought that this would be something that they'd be interested in, as they could offer it as an additional item to sell, but alas, no matter how much leg work I did for them, they denied me.

[JRTJH]

strokendiesel002
,

Ford won't paint one truck for one customer a custom color either. Henry Ford started that with the assembly line during the Model A era. I think the marketing statements then were, "You can get a Ford Model A in any color you want, just as long as it's black." You get what they offer, or take it somewhere to a custom shop to get it painted. You can't even get the "Platinum grill in an XLT" from the assembly line. You "may" find a dealer that will custom paint or install the grill for you, but the factory won't touch it. Now if you're a "big customer" and buy all your trucks from them, they will do a fleet custom paint run for you. Even then, you have to buy a minumum number of trucks to get the custom paint. So it doesn't suprise me that Keystone didn't want to get involved in a "one time" custom bed install, even if there was a chance that more people might want it. The cost of tooling that, advertising it, adding it to the optional equipment list, reprinting all the brochures, getting parts in stock, it's no suprise they wouldn't do it.

Almost any assembly line produced product has only so many options. If you start building "custom rigs" on a "standard assembly line" you have no idea how confusing and how many unhappy customers you'll have when they realize, we wanted the taller bed, no you ordered the lower bed, no we didn't, change it out. I wouldn't want to be the assembly line manager trying to keep all those things separate. If it were "ONLY THE BED" probably not an issue, but what about the customer that wants buttons sewn on his dinette cushions, the guy that wants silver, not bronze cabinet hardware... Where do you draw the line? I think you found Keystone's answer with your bed issue. They just don't do it.

I'm of the opinion that if they did start trying to do that, the cost of running a standard trailer down the line would go up to accommodate the extra expense in the custom orders, so the price out the door for all of the RV's produced will probably climb. In the competetive market, if Jayco is selling at one price point, Keystone "must" market in that price point with comparable models, If they are a couple hundred higher, there goes the competetion.... Your ideas about a lower bed just don't stack up to selling me the RV I want at a higher price. I wouldn't buy, many people wouldn't, so to remain competetive, Keystone just won't go there.

[Brantlaker]

When you call Ford you are talking to someone in Vancouver,Canada that's a long way from Dearborn,Mi. What happens is a Customer Assistance Request is generated and sent to the Selling Dealer to handle.If you want Parts go to fordparts.com and with Vin number you can find any part that you need and it will be sent to any dealer you want. and it gives you the price. Most of the time even the dealer can't get a straight answer from them.I have 35 years working in Ford Dealers as a manager. It felt really good when I quit hitting my head against the wall.

[JRTJH]

Originally Posted by Brantlaker

When you call Ford you are talking to someone in Vancouver,Canada that's a long way from Dearborn,Mi. What happens is a Customer Assistance Request is generated and sent to the Selling Dealer to handle.If you want Parts go to fordparts.com and with Vin number you can find any part that you need and it will be sent to any dealer you want. and it gives you the price. Most of the time even the dealer can't get a straight answer from them.I have 35 years working in Ford Dealers as a manager. It felt really good when I quit hitting my head against the wall.

That website is for ordering parts online for retail sale through a dealer. The system is a customer support parts center staffed and supported by Ford. It's an entirely different animal than the Keystone manufacturing plant. Keystone has no comprable customer support parts center. Try to get the Ford CS in Vancouver to give you part numbers for the lug nuts on an XLT vs an FX4. They will give you the same answer that keystone CS should be giving, "Contact your dealer for that information"

And, believe it or not, if you go through TASCAPARTS.COM, you can get parts for Ford built vehicles about 35% cheaper than at fordparts.com. TASCAPARTS.COM is actually Tasca Ford in Cranston, RI. They recently expanded to include Chrysler and MOPAR products. They are cheaper than any Ford dealership I've seen for parts and have an enormous internet based parts supply house.

However back to the comments above. Keystone has no such animal as a Customer Support Parts Center. So comparing the two, Ford's and Keystone's parts supply system is not possible as they are "apples and oranges" different. Apparently, they have chosen not to go that route, but rather to refer all requets from customers to their dealer network. If it would mean an increase in pricing on all their products to build a CS Parts service, I'm not in favor of them changing the system. I paid enough for my RV as it is, I really don't want to pay another several hundred dollars (or more) for the convenience of ordering parts by calling the Indiana plant and having them delivered to my dealer for pickup (as with the ford system). Currently I can call my dealer and do the same thing without Keystone spending money to build another entity (business) within their manufacturing framework.

If you understand the Keystone parts system and work within it, it functions as effeciently as the Ford Parts system. I think, the key is understanding how the system works and finding a dealer that actually cares enough about what service he provides you, so that he will do the job correctly the first time.

There is a website that was posted a few days ago that carries "replacement items" for Keystone RV's. When I checked that site, they had everything from doors to furniture, appliances to hardware. So, there is, at least a somewhat similar Customer Support Parts service at one dealership. However, that business is not affiliated with Keystone RV in Goshen IN.

[Honda4us]

I understand the difference, it was just the abrupt way it was presented. I had the KZ unit for 9 years, I could call up customer service and get an answer or get help on getting an issue resolved. I'll just have to adjust to it.... That said my selling dealer did make some headway in getting a few thing taken care of, parts are ordered. The bedroom heat I am fixing this weekend if my work schedule permits, no joy from keystone there.

[Ivezy]

We are new Keystone Cougar 5th wheel owners and I'm impressed you even received a reply from Keystone customer service. They had sent us a "welcome to Keystone" email with a rating for customer service and if there were any issues to please comment and submit.

We had many issues to comment on, primary being very poor installation, workmanship and assembly (both the grey and black drain valves were not even hooked up), obvious items when entering the RV were not level, not screwed in or fastened, plus cushions too big for the couch. The list went on.

Sent this in over three (3) weeks ago and not a word since. Apparently a little too much effort required by Keystone to reply.

Needless to say we are not impressed with the Keystone company customer service or Cougar product.

Fortunately for us we had an exceptional dealer we purchased from and they were Grade A+ for support. Tacoma RV, Washington state. However, it started to get a little old taking our RV back to our dealer after every trip with more issues, so thought we would wait until the end of this summer and take it in with all the accumulated problems.

Good luck with your Keystone.

[BobnLee]

Thank god I'm not the only one that did this. I did it in February on the way to Florida. Got right on the forum for advice and went to Walmart where I purchased a tube of wood glue and surprisingly enough the exact same hinges that I needed. Glued it up stood it on its side with a case of water for weight and went to bed thinking this might be good enough to get me to Florida. Next morning you could not see where the door had snapped and it was snapped right in half. I could not believe it. Got to Florida and phoned Camping world (because im a little anal)giving make and model and they just brushed me off.
Door still there and you need a magnifying glass to see the break. Now if I could only fix my vanity where the fake wood peeled off because of a leak I would be happy.