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Old 12-26-2023, 05:26 PM   #21
Bill-2020
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I thought I'd knock on Keystone's door and inquire about the claim that they should have by now, so long as CW has done what they said they would do last week (my good contacts there are off until mid-week or next). Keystone was closed today according to their phone message when I called it. So I figured I'd call tomorrow. Then I thought that I ~may~ remember someone here mentioning that they were closed up tight for a month for Christmas and New Years... Is this right? I looked around their website for any information on holiday hours and such. Nothing solid. The only thing I saw was no tours from December 11 through January 8th. That left a sinking feeling in my gut and nothing more will happen until they return from the month off.

I get the feeling that this slow boat which is only being rowed forward when I contact CW is now adrift until the second week of January.

Can anyone chime in if you're aware of the usual winter holiday schedules/closures at Keystone (warranty/claims dept(s)).
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Old 12-26-2023, 07:14 PM   #22
JRTJH
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Trying to find anything on the Keystone website is like looking for eggs at Easter after Sunday School....

That said, here's what they posted on the "Factory Tour Schedule":

https://www.keystonerv.com/factory-tours

So, I'd guess they are closed for the holidays from December 11-January 8. That doesn't mean there's not a skeleton crew to man the phones, but I'd suspect that it's a "ghost town" around Goshen until the second week in Jaunary.
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Old 12-26-2023, 07:31 PM   #23
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Quote:
Originally Posted by JRTJH View Post
Trying to find anything on the Keystone website is like looking for eggs at Easter after Sunday School....

That said, here's what they posted on the "Factory Tour Schedule":

https://www.keystonerv.com/factory-tours

So, I'd guess they are closed for the holidays from December 11-January 8. That doesn't mean there's not a skeleton crew to man the phones, but I'd suspect that it's a "ghost town" around Goshen until the second week in Jaunary.
Yes, that's what I saw too.
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Old 12-27-2023, 10:30 AM   #24
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Update from CW and Keystone

I called Keystone again this morning. They are open for calls and inquiries. I was told they have the claim from CW and its been sent to upper management. No other details available from that individual.

I called CW for more information: my SA (the one who does her job well, not the other one) told me the following:

CW submitted a claim with details on the 20th of December, over the next number of days the following occurred: Keystone replied and said to sand out the fish eyes. CWs GM here responded with its worse than they think and submitted more details and better pictures. Keystone asked for moisture tests and those were all negative and sent to Keystone. Keystone responded and said the claim is being escalated to upper management for review. SA at CW thinks it could go back to Goshen for repairs/replacement.

Now we wait some more

Dont get me wrong- Im thrilled that something is actually happening, but CW could have submitted many weeks ago and we would be so much further ahead. A test of ones patience in the middle of their travel season for sure.
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Old 01-04-2024, 12:18 PM   #25
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Keystone taking RV back for repairs

Update from CW today: Keystone will transport the trailer back to Goshen for wall repairs/replacement. I am expecting a call from Keystone at some point to schedule this transport. We will bring the trailer back home first to remove personal items and such so they have a camper that is empty and very much like factory fresh as possible. Im removing propane tanks as well. Nothing but the camper itself as it was delivered. That includes the slide toppers I installed. The trailer will have to be winterized as well given the time of year now.

Im preparing for a 6 month or more time frame for all this.
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Old 01-16-2024, 09:28 AM   #26
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Final update: Keystone called yesterday about the warranty claim. They see this as a cosmetic problem that is covered under the structural warranty. However, Keystone and I have agreed not to transport the unit back to Goshen. They will issue me a document on letterhead stating that the defects of the exterior wall are not structural in nature, it is purely cosmetic and is not due to lack of maintenance. The remaining 2 years of the warranty will still be in force.

My personal concern with having the trailer go back to Goshen to have the side wall replaced (entire side wall mind you) is that it would come back and I would then have additional problems with that side of the trailer, interior and/or exterior. Ive repaired all of the other problems that has crept up with it since delivery and Id rather not go down that path again. Im sure the repair team at Keystone is well skilled in what they do, or they wouldnt be doing it, but there is always a possibility of something else going wrong after the fact and after after we take possession of it again. I see this major repair as one that could cause that to happen.

And I was just about to pump in the antifreeze in preparation for its trip back to its hometown. Guess well restock the dishes and kitchenware, put the propane tanks back onboard, and restock the linens. This is a good opportunity for me to deep clean the slide toppers and recoat with 303.

Now I just have to get past the visual problem that I have and try to forget about it e CD every time Im on that side or look in the driver side mirror. Uggh.
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Old 01-16-2024, 05:22 PM   #27
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I should also add that I installed the bulb seals around the bedroom slide in anticipation of it traveling through weather on its way to Goshen. Although that should have been covered by the warranty as well, I knew it probably wouldn’t happen before it was transported up there. I felt that it is ultimately my responsibility to make sure that wouldn’t be an issue. John had posted early on in this thread of the same type bulb seal and where to get it. Thanks John. Much appreciated. Before CW called about the original decision, I had already ordered it. I installed it the weekend before last.
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