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05-23-2016, 04:41 PM
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#1
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Senior Member
Join Date: Dec 2015
Location: Houston, TX
Posts: 380
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Thank You Keystone
I have some minor issues I need fixed on our 2016 Passport. I have emailed the dealership for over three weeks with no response except from our sales representative. The service department answered once and asked when we could get it in, I answered but after two weeks, didn't get a response back. Today I sent an email to the Vice President of the dealership and copied Keystone customer service. I finally received a phone call and got an appointment, Keystone also called me and left me a name and number to contact to help follow it through and make sure the work gets done. She said to call her right after I drop it off so she can call the dealership and make sure the work gets done without delay.
It really makes me feel better to see that Keystone will put the heat on their dealer if the customer isn't taken care of.
__________________
2016 Passport 2890RL
2007 GMC Sierra 1500
Reese 26000 Weight Distribution and Sway Control
Champion 2800/3100 Inverter Generator
American Ranger Auto Gyro
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05-23-2016, 05:44 PM
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#2
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Senior Member
Join Date: Feb 2013
Location: MA
Posts: 3,153
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That is good of Keystone but too bad the dealer didn't jump on things quicker.
__________________
2013 Premier 31BHPR
2014 F350 6.2L
Soon to be just DW and I
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05-24-2016, 02:47 AM
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#3
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Senior Member
Join Date: Mar 2015
Location: Southeastern Connectiut
Posts: 1,305
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Why trust e-mail? If you call, they have to respond.
If you do have to e-mail, set it to read receipt. It is possible that they don't check their in box, or that you're being ignored.
__________________
Pull Toy
Steve & Jan, Ava & Emma (Mini Schnauzers):
2016 F350 Lariat 4X4 Powerstroke CC/SB "PULLTOY V"
2013 Alpine 3535RE "MAGIC CARPET IV"
Proud Navy Vet!
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05-24-2016, 03:26 AM
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#4
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Senior Member
Join Date: Dec 2015
Location: Houston, TX
Posts: 380
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Email has a trail, phone calls don't.
The sales rep responded each time, he even walked over to the service writer to make sure she got it, she did repsond at that time, but that was the only time. I had an email trail of 8 emails sent over a 4 week time trying to get service, yes a phone call does get more attention, sometimes.
I work in contracts so email has become my preferred choice of correspondence, it's much easier to back yourself up with written documentation than it is a he said/she said.
__________________
2016 Passport 2890RL
2007 GMC Sierra 1500
Reese 26000 Weight Distribution and Sway Control
Champion 2800/3100 Inverter Generator
American Ranger Auto Gyro
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05-24-2016, 07:56 AM
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#5
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Senior Member
Join Date: Jul 2013
Location: Liberty, Texas
Posts: 5,021
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Katy, Willis, or League City?
__________________
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
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05-24-2016, 10:21 AM
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#6
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Senior Member
Join Date: Dec 2015
Location: Houston, TX
Posts: 380
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League City
They did call me yesterday, set an appointment, said they will send a confirmation email, recieved nothing yet.
__________________
2016 Passport 2890RL
2007 GMC Sierra 1500
Reese 26000 Weight Distribution and Sway Control
Champion 2800/3100 Inverter Generator
American Ranger Auto Gyro
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05-24-2016, 03:33 PM
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#7
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Senior Member
Join Date: Apr 2015
Location: Stafford, CT.
Posts: 269
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I have found email not to work. I have called Keystone and the dealer especially in the morning and have had great results.
Sent from my SM-G900V using Tapatalk
__________________
Jason & Wendy
2014 F350 Lariat 6.7L PSD
2015 Keystone Montana 3711FL
B&W Patriot 16k fifth wheel hitch
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05-24-2016, 04:59 PM
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#8
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Site Team
Join Date: Feb 2014
Location: W. Texas
Posts: 17,598
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Between dealers and Keystone it's best to use both email and phone. I am a firm believer in documents when it comes time to push/prove a point. On the other hand, as I've dealt with the service manager I've had at CW, he hates email. He doesn't like to read anything long and doesn't like to type. So, I email details, have him confirm with a short reply and fill in the details on the phone. You can't cover your bases unless you either have documentation or you're dealing with a super honest guy with a cyborg memory.....not many of those around.
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05-24-2016, 07:52 PM
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#9
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Senior Member
Join Date: Dec 2015
Location: Ocean Isle Beach
Posts: 1,431
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In most every instance I'll call and then send an email confirming the call with a short summary of the conversation.
__________________
2022.Montana 3855 BR
2019 F350 6.7 4X4 DRW
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09-05-2016, 08:10 AM
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#10
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Junior Member
Join Date: Feb 2016
Location: St. Rose, Louisiana
Posts: 24
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Which email address did you use for keystone?
Sent from my SAMSUNG-SM-G930A using Tapatalk
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