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Old 05-23-2016, 04:41 PM   #1
Mike484
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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.
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Old 05-23-2016, 05:44 PM   #2
GaryWT
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That is good of Keystone but too bad the dealer didn't jump on things quicker.
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Old 05-24-2016, 02:47 AM   #3
Pull Toy
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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.
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Old 05-24-2016, 03:26 AM   #4
Mike484
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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.
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Old 05-24-2016, 07:56 AM   #5
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Katy, Willis, or League City?
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Old 05-24-2016, 10:21 AM   #6
Mike484
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League City

They did call me yesterday, set an appointment, said they will send a confirmation email, recieved nothing yet.
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Old 05-24-2016, 03:33 PM   #7
cw3jason
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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.

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Old 05-24-2016, 04:59 PM   #8
sourdough
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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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Old 05-24-2016, 07:52 PM   #9
CaptnJohn
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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.
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Old 09-05-2016, 08:10 AM   #10
Jhanemann
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Which email address did you use for keystone?

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