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Old 04-23-2021, 06:50 AM   #1
wfredregill
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Brand New Cougar 26 RKS issues - What would you do?

Hi Everyone,

I am a first time RV buyer and also new to the forum.

On March 29th I purchased a new 2021 26RKS travel trailer with the extended $2300 warranty from Camping World. Here is my experience since signing off:

Went to pick it up and battery was dead, so I had to run down a tech at Camping World and have him find a replacement battery so I could hook it up, but he was able to do that.

Got home, parked, leveled, plugged in the shore power to charge battery, but had to leave on a trip.

Got back April 16th, started trying out the features. Quickly discovered outlets were out, along with outside fridge, and bath GFI trips as soon as I plug into shore power. Called for appointment but no availability for 2-3 weeks. Got the techs on the line, all of who have been great. They suggested I swap out the GFI, which I did. I should add that I have sold my home, closng on April 30 and moving into the RV temporarily while a search for a new home. So I am extremely busy packing. Replacement GFI did not work; techs think I have a short and must bring it in. Got an appointment on May 17th.

Then yesterday while de-winterizing and sanitizing, I discovered that when I turn on the water pump, I have a big leak on the rear of the toilet which put a whole lot of water into the unit. I consulted with the tech again, he was very helpful, suggested maybe pulling the toilet, taking it in to Camping World (I live a mile away). Don't really have time for this, plus I don't feel like should have to put up with this on a brand new RV, with a very expensive warranty, right off the lot.

Responded to an email from the Camping World General Manager near me (not where I bought it) who sent an email prior to this, offering to help if I needed it. Described the issues to him. No response thus far.

I don't really want to go 17 days with no plumbing and don't feel like I should have to.

What would you do? I think it is time to play hardball.

Thanks,
Will
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Old 04-23-2021, 07:09 AM   #2
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It doesn't sound as if this even went through a good PDI process? I would go in and speak directly with management.
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Old 04-23-2021, 07:28 AM   #3
flybouy
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Welcome to the forum. It does sound like you didn't have a thurough PDI but that doesn't help you now.

First define shore power. Are plugged into a 15 amp outlet on the outside of the house via an adapter? Often pugging into a GFI outlet on the side of the house will trip the GFI outlet ion the trailer or the house.

Define the toilet leak. Is the water supply line leaking? The flush valve leaking? or the toilet to floor flange leaking?

Next define "playing hardball". If you go in threatening a lawsuit or contacting a lawyer it will be game over before you start. They will likely tell you to have your lawyer call their lawyer and a few years from now when you finish paying your attorney thousands of dollars you MIGHT get the dealer to fix it. I'd advise going into the dealer you bought it from, ask to see the manager and explain what's going on.

I know it's frustrating and it seems like the end of the world but from what you are describing the issues may be very minor and easily fixed.
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Old 04-23-2021, 07:35 AM   #4
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Another prospective...

I know that you shouldn't have to pay for most of the things you're describing BUT....

If you need to move in quickly and the dealer can't get to you.. Please remember you aren't the only customer that needs their trailer.. I know, I know but you're the only one that counts ( I hear this from my wife almost daily)

It might be worth a call to a mobile tech and at least get the important stuff fixed... then worry about the other stuff when you have more time..

Just a thought... from a guy with almost no patience at all...
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Old 04-23-2021, 08:11 AM   #5
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First, read the extended warranty you paid $2300 for very carefully. Chances are there's a "small print exclusion" in it that states, "This warranty becomes effective ONLY after the OEM factory warranty expires"... So, right now, in reality, the ONLY warranty you have is the Keystone 1 year warranty....

That said, trying to get the dealership to "prioritize" your problems over other customers is the issue you're facing. I'd go to the dealership, make an appointment to speak with the general manager and "CALMLY" make your problems known....

As said above, if you "go in armed to play hardball" you're going to be asked to leave and if you don't, they'll call the police to escort you off the lot".... You can't "play hardball" with a "pro team" with a "little league bat"...

Don't threaten legal action, lawyers only talk to other lawyers after they get your retainer.

As for the toilet leak, it sounds like a water inlet valve that froze and split. Costs about $25 and takes a phillips screwdriver and a set of pliers to replace. Total time about 20 minutes... If using the toilet is more important than winning the warranty battle, just change the flush valve and you'll be miles ahead.

Is it the "best emotional way to win" ?? NOPE... is it the best way to get yourself out of a desperate situation??? Probably.....
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Old 04-23-2021, 08:14 AM   #6
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I would fix it as John suggested. Save the receipt for parts, and ask the service mgr to file a warranty claim with Keystone. I’ve seen the factory pay for the parts but not the labor when a customer does the repair.
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Old 04-23-2021, 08:36 AM   #7
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Welcome to the forum and sorry for your troubles.

As many new RV owners have found, a thorough inspection (PDI) prior to purchase by both the dealer and purchaser is literally mandatory. When not done issues like yours arise. Given that those apparently didn't happen...

Defining your interpretation of "hard ball" would be helpful. Threatening lawyers and lawsuits will most assuredly put you at the end of the line for any repairs until the litigation is complete as you in essence "fight city hall". If it means getting to know the management team at the dealership face to face - by all means you should do that.

Something else to think about that makes that inspection up front even more important. When you take possession it is assumed the unit was working as it should. When something isn't you go back in for warranty and "get in line" with all the other folks waiting for repair work. In the current environment that could be a lengthy wait. Example; took my trailer in Monday to complete some warranty work. Service manager advised they had 40 (FORTY) units sitting and waiting for water heaters because they couldn't get any. Now that's just for water heaters, think of all the other components in the unit.

As another example; when I went in a man/wife had come in right before me. He was being very rude, impatient with the fellow trying to set up the service advisors about some issues with a new trailer. He was finally told to sit in the waiting area and someone would be with him. I went straight in to the service advisor to get my stuff taken care of. This guy comes barging through the door raising cane that he was before me, where's the SM and all that. My SA tried to talk to him and I finally told him he should wait until he was called. He said he was first (he came in unannounced) and I told him "I think not, I made this appt. in Oct. and the SA came in today, on his day off after the GM asked him to, to see me only". He left. All of that really has no bearing on your situation other than to highlight the dilemma that faces not only you but the dealerships in this weird time. Considering that they are selling more units than even and parts availability is at an all time low the results are understandable.

With the time crunch you face it is probably a good time to put your handyman skills to use. Owning an RV pretty much requires one to be handy, or learn to be, or face a lot of frustration in the future. Most of your problems sound as if they are owner repairable unless you just want to push the point with the dealer. If so be prepared. If you have questions please feel free to post them and let the knowledgeable folks here help you get fixed up before your drop dead date.
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Old 04-24-2021, 04:32 AM   #8
wfredregill
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Many thanks to all of you who responded, I truly appreciate it.

I decided to just go in and calmly speak with the local service manager to explain my situation in the most professional way I could. He was a great guy, despite being under stress I'm sure due to the high amount of service-related activity. When I asked about a mobile tech, he told me the mobile service is still being set up at this location, and that he doesn't even have the truck yet, let alone the techs to do it. He asked if I could bring it in, and also what the latest date would be, and utimately he did me a "solid" and fitted me in. I made a little joke at myself about how I'd thought about coming in aggressively, and he told that those who do normally end up at the back of the line.

Thanks again everyone, great forum, I'm hoping to pay it forward as I get more into the RV life.
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Old 04-24-2021, 04:35 AM   #9
wfredregill
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Quote:
Originally Posted by JRTJH View Post
First, read the extended warranty you paid $2300 for very carefully. Chances are there's a "small print exclusion" in it that states, "This warranty becomes effective ONLY after the OEM factory warranty expires"... So, right now, in reality, the ONLY warranty you have is the Keystone 1 year warranty....

That said, trying to get the dealership to "prioritize" your problems over other customers is the issue you're facing. I'd go to the dealership, make an appointment to speak with the general manager and "CALMLY" make your problems known....

As said above, if you "go in armed to play hardball" you're going to be asked to leave and if you don't, they'll call the police to escort you off the lot".... You can't "play hardball" with a "pro team" with a "little league bat"...

Don't threaten legal action, lawyers only talk to other lawyers after they get your retainer.

As for the toilet leak, it sounds like a water inlet valve that froze and split. Costs about $25 and takes a phillips screwdriver and a set of pliers to replace. Total time about 20 minutes... If using the toilet is more important than winning the warranty battle, just change the flush valve and you'll be miles ahead.

Is it the "best emotional way to win" ?? NOPE... is it the best way to get yourself out of a desperate situation??? Probably.....
Great advice, thanks so much
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Old 04-24-2021, 04:37 AM   #10
wfredregill
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Quote:
Originally Posted by jlc View Post
It doesn't sound as if this even went through a good PDI process? I would go in and speak directly with management.
Yes, the final inspection by the selling dealer was definitely lacking, and I was too green to recognize this. Next time I will know better.
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Old 04-24-2021, 04:41 AM   #11
wfredregill
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Originally Posted by sourdough View Post
Welcome to the forum and sorry for your troubles.

As many new RV owners have found, a thorough inspection (PDI) prior to purchase by both the dealer and purchaser is literally mandatory. When not done issues like yours arise. Given that those apparently didn't happen...

Defining your interpretation of "hard ball" would be helpful. Threatening lawyers and lawsuits will most assuredly put you at the end of the line for any repairs until the litigation is complete as you in essence "fight city hall". If it means getting to know the management team at the dealership face to face - by all means you should do that.

Something else to think about that makes that inspection up front even more important. When you take possession it is assumed the unit was working as it should. When something isn't you go back in for warranty and "get in line" with all the other folks waiting for repair work. In the current environment that could be a lengthy wait. Example; took my trailer in Monday to complete some warranty work. Service manager advised they had 40 (FORTY) units sitting and waiting for water heaters because they couldn't get any. Now that's just for water heaters, think of all the other components in the unit.

As another example; when I went in a man/wife had come in right before me. He was being very rude, impatient with the fellow trying to set up the service advisors about some issues with a new trailer. He was finally told to sit in the waiting area and someone would be with him. I went straight in to the service advisor to get my stuff taken care of. This guy comes barging through the door raising cane that he was before me, where's the SM and all that. My SA tried to talk to him and I finally told him he should wait until he was called. He said he was first (he came in unannounced) and I told him "I think not, I made this appt. in Oct. and the SA came in today, on his day off after the GM asked him to, to see me only". He left. All of that really has no bearing on your situation other than to highlight the dilemma that faces not only you but the dealerships in this weird time. Considering that they are selling more units than even and parts availability is at an all time low the results are understandable.

With the time crunch you face it is probably a good time to put your handyman skills to use. Owning an RV pretty much requires one to be handy, or learn to be, or face a lot of frustration in the future. Most of your problems sound as if they are owner repairable unless you just want to push the point with the dealer. If so be prepared. If you have questions please feel free to post them and let the knowledgeable folks here help you get fixed up before your drop dead date.
Thank you, I am a decent handyman (moreso on boats) but I'm sure that I'll learn alot more about RVs as I move forward. I'm not fast, but I can usually figure things out and get them done. If I weren't in such a crunch for time, I probably would've just tackled both problems myself. I do think that being courteous and professional in the interactions with dealers is better than the "hardball" approach, so thanks for calling that out.
Cheers, Will
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Old 04-24-2021, 04:42 AM   #12
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Glad to hear you are getting this resolved! I hope you enjoy your future camping trips!
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Old 04-24-2021, 05:40 AM   #13
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I am glad they are taking care of you. Those guys at the RV dealers feel like they are in a pond full of piranha every day. In many, if not most, cases it's not their fault but more a result of our current social situation and they're doing the best they can with the little they are being provided. I have found that they really appreciate an understanding, cooperative customer - it's a bright spot in a generally dismal day.
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Old 04-24-2021, 05:46 AM   #14
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Originally Posted by sourdough View Post
I am glad they are taking care of you. Those guys at the RV dealers feel like they are in a pond full of piranha every day. In many, if not most, cases it's not their fault but more a result of our current social situation and they're doing the best they can with the little they are being provided. I have found that they really appreciate an understanding, cooperative customer - it's a bright spot in a generally dismal day.
This is so very true! The industry has always been challenging but more so at the moment. I think its just a matter of us all being kind to one another. Everyone is facing challenges at the moment, and I think more often than not most really do want to make things right.
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Old 04-24-2021, 06:02 AM   #15
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Originally Posted by wfredregill View Post
Yes, the final inspection by the selling dealer was definitely lacking, and I was too green to recognize this. Next time I will know better.
Just an observation regarding the purchasing process and the PDI. First off you don't have to be an "expert" to see if the outlets work, no water leaks, the faucets work, etc. Secondly, when you get ready to "close the deal" make certain it's understood that you will not take delivery (i.e. sign the loan or sign the check anmd take it away) until the PDI deficiencies are rectified. This has worked well for me on the last 2 new campers I've purchased. It was impressive how quickly they jumped on those issues and fixed them while I waited.

Of course a decorum of common sense is called for. If there's parts that need to be ordered and it doesn't immediately stop you from using the trailer that I'm OK with waiting providing that it's written that the expected date of the repair will be within X days of the part coming in. An example of this would be taking delivery of a camper in July and the furnace doesn't work. You can typically wait a few weeks to get that repaired.
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Old 04-24-2021, 10:09 AM   #16
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I couldn’t help myself but this guy has a funny response for customer demands ... ( the first step is admitting you have a problem) I will TRY and limit my videos
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Old 04-24-2021, 10:27 AM   #17
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OK Jasin; that's a FUNNY video! Watched it a couple of times rolling! Countless times I've wished I could say that to folks when I was working. Now I figure I make people want to say that to me half the time.
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Old 04-24-2021, 02:30 PM   #18
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It takes a lot of patience to own an RV, that why this forum can help.
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Old 04-24-2021, 04:05 PM   #19
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OK Jasin; that's a FUNNY video! Watched it a couple of times rolling! Countless times I've wished I could say that to folks when I was working. Now I figure I make people want to say that to me half the time.
Yeah I’ve been cracking up over it all day lol
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Old 04-29-2021, 08:21 AM   #20
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New 5er

Just FYI - there are mobile techs NOT associated with your dealer. Google mobile RV techs in your county.
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