Quote:
Originally Posted by suddensam
I'm having the same issue on my 2015 Raptor 332TS. Awning worked just fine for a few trips but then started intermittently not wanting to retract. after a few tries of the switch it would come in until it just quit working all together. Only for me Keystone is denying the claim because there is a crack in the motor housing along the back edge and on the under side. Their position on it is that I didn't note it on the PDI checklist so it is something I could have caused afterward. Not sure how I could have caused the motor housing to crack on the backside when there isn't a mark on any outer edge of the awning. It is also frustrating that they would use the argument that it is my job to note an issue that is 10-12 feet off the ground and only visible from the ground if you know exactly what you are looking for. My dealer is now telling me that I am on my own to work with Keystone to get it resolved if I want to get it fixed.
Assuming yours is the same as mine there is a manual way to bring it in. On the passenger side of the awning there is a round cover you can pop out with a flat blade screwdriver. This reveals a square socket you can put a 3/8" ratchet in to crank the awning in with.
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I wanted to provide an update on the service I received from Keystone and am ultimately getting from my dealer. It took a couple of weeks but once I actually got to talk with a person at Keystone it was discovered that my dealer (Camping World) never actually submitted the warranty claim to Keystone. When I was originally given the news (over the phone) that my warranty claim would not be covered the explanation my service representative provided was that it was denied because the pictures provided by the service tech with the claim showed impact damage. When I asked what the next steps are for disputing the denied claim is when he told me to contact Keystone directly. My assumption at this point was that Keystone had received a claim and were the ones to deny it. What actually happened was the claim was written up but somewhere within the approval process within Camping World it was decided that the picture showed impact damage and the claim would not be submitted to Keystone. I'm ok with this process in principle other than it wasn't clearly communicated to me on who actually denied it.
The problem I had all along was they kept telling me it was clear from the picture that the part in question had impact damage. No matter how I looked at the actual unit I couldn't figure out how they could so easily determine it was impact damage when I couldn't find a scratch on the outside surfaces. I still can't explain how the damage occurred but I know it was not from impact or anything I did. I've uploaded a couple pictures I took showing the cracked motor housing. I finally scheduled to bring the unit back in and have the service representative and his manager look at the unit in person to get an explanation. This is when I finally got to see the picture they were going off of. It was zoomed in so tight you could hardly tell which way was up in the photo and the black surface of the awning housing had dust with finger print smudges that made it look scratched (or impacted). If all I had to go on was that photo I might have said it looked like impact was a likely cause of the issue as well.
After going through everything with the service manager and having the actual unit on hand he agreed to order the parts and fix my awning. At this point parts have been ordered.
Although I'm still frustrated that I had to jump through some extra hoops that could have been avoided I am satisfied that Camping World is doing what they can to make it right and ultimately keep me as a customer.
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