Passport rubber roof
In mid July, 2010 we purchased a new 2011 Passport 285RL from Crowder RV in Johnson City Tennessee (a large long standing Keystone Dealer).
October 1, 2010, during this week I got up on the roof for cleaning and
inspection.
I found a foreign object, nail or screw, was about to puncture
the membrane at the right front of the RV, see pics.
October 7, 2010, I took the pictures to Crowder RV to make arrangement for
a warranty repair before it punctured and started to leak.
When their service people saw the pics they said that needs
to be fixed, we'll call Keystone and see how they want to
proceed.
October 14, 2010, I received a call from Crowder RV, they said that Keystone
denied the claim and would not pay the estimated 2 hours
to make the repair, they did not offer to mitigate the
repair. The said I should call Keystone, somtime the
customer can get better results than the dealer.
October 14, 2010, I called Keystone and spoke with "Susan" (warranty), she
was aware of the claim and had seen the pics. she said
it had not yet punctured the membrane and may not,
so they would not do a premptive repair. She said I should
moniter the roof and re-contact when/if it punctures for
a re-assesment.
I asked "Susan" if I fix it myself will that void the
warranty? she said probably.
October 14, 2010, I called Dicor (EPDM manufacture) and spoke with their
technicale representative. He said the object can/may
puncture the membrane and voluteered to send me the
appropriate size patch to do the repair. I gratefully
accepted.
I asked if he could intervene with Keystone on my behalf
and he said they (Keystone) were too big of a client
and that would take someone above his pay grade.
I am now waiting for the object to puncture the membrane and the patch to arrive.
I have to wonder where the common sense and customer service has gone in this country.
Crowder RV, as the selling dealer could have stepped up to the plate and as a jester in good customer relations made the repair. With a labor rate of $100 per hour, the 2 hour repair represents less than 1% of the selling price of the RV.
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2011 Passport 285RL
EZ lift WDH 1000 lb bars
2010 Ford F 250 SC LB 2wd 5.4 gas
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