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Old 08-29-2021, 05:47 AM   #1
RLundin
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Dealer Difference?

Hoping for some opinions on Dealers and the service post purchase. Some travel trailers are not available in my immediate area. This isn't a big deal on the initial purchase, but I wonder about the service aspect. I also wonder about the advantage of a large dealer with multiple locations, does this add value?

For warranty work, do you need to take it back to the dealer you purchased the RV from or can you take it to any dealer that sells/services this brand?

Someone like Camping World with multiple locations, does this help with warranty work since you are almost always somewhat close to a Camping World?
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Old 08-29-2021, 07:16 AM   #2
gearhead
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We bought two 5th wheels from a Texas dealer with several locations across the state. I think we got a decent deal. But, I will say their service about drove me insane. They could do nothing right, nothing. Part of my job was evaluating repair shop vendors. It was a formal process by me and one of our quality process specialists and my engineer. I think I can spot a decent shop. I have never seen a decent RV repair shop. They will promise you the moon. Try whatever dealer you want but I would start shopping for an independent repair shop. You don't have to take it back to the dealer for most repairs. Call around and visit with local repair shops. Ask if they are authorized to do warranty work on the components of your RV...A/C units, Stove, Refrigerator, etc. You will have to go through your dealer for structural issues, exterior finish, etc. You may find that it is less frustrating to pay out of pocket for some repairs that your dealer should get Keystone to pay for.
Be aware that RV dealers do not operate in any way like auto dealers. Dealers are under no obligation to repair your RV if you didn't buy it there.
Camping World has a terrible reputation for repair work, but there are members of this forum that are happy with them. My opinion is that you may find a good one but when the service manager or general manager moves on that could change. If I went that direction I would require a sit down meeting with both. Don't be ugly but let them know who you are and what you expect.
First thing I would do is find a RV inspection service or a good mobile tech to do an inspection of whatever you are looking at to buy. Regretably I never have done that.
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Old 08-29-2021, 07:32 AM   #3
chuckster57
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RV dealers don’t even have to do warranty work on the units they sell. I am currently at an independent repair facility and I know we CANT get paid by Keystone for warranty work because we aren’t a selling dealer.
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Old 08-29-2021, 08:29 AM   #4
gearhead
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Originally Posted by chuckster57 View Post
RV dealers don’t even have to do warranty work on the units they sell. I am currently at an independent repair facility and I know we CANT get paid by Keystone for warranty work because we aren’t a selling dealer.
Yeah but you do get paid by Dometic, Norcold, Furrion, etc dont you?
I understand you won't get paid for cabinet work, exterior finishes, or anything Keystone fabricated.
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Old 08-29-2021, 08:37 AM   #5
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I dont do the claims so I dont know if the first year has to go through Keystone
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Old 08-29-2021, 10:06 AM   #6
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Quote:
Originally Posted by RLundin View Post
Hoping for some opinions on Dealers and the service post purchase. Some travel trailers are not available in my immediate area. This isn't a big deal on the initial purchase, but I wonder about the service aspect. I also wonder about the advantage of a large dealer with multiple locations, does this add value?

For warranty work, do you need to take it back to the dealer you purchased the RV from or can you take it to any dealer that sells/services this brand?

Someone like Camping World with multiple locations, does this help with warranty work since you are almost always somewhat close to a Camping World?
I’m buying a new sea doo jet ski on Wednesday out of state…because of lack of local inventory…called a local dealer to see if they will service it and honor the warranty…they said they would be happy to do that but their own customer’s work will always come first..hope it doesn’t translate into a long long wait for any service…I’m thinking of making a “donation” to the service managers discretionary funds to possibly put me on a level playing field
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Old 08-29-2021, 12:25 PM   #7
sourdough
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Quote:
Originally Posted by RLundin View Post
Hoping for some opinions on Dealers and the service post purchase. Some travel trailers are not available in my immediate area. This isn't a big deal on the initial purchase, but I wonder about the service aspect. I also wonder about the advantage of a large dealer with multiple locations, does this add value?

For warranty work, do you need to take it back to the dealer you purchased the RV from or can you take it to any dealer that sells/services this brand?

Someone like Camping World with multiple locations, does this help with warranty work since you are almost always somewhat close to a Camping World?

Although you think it would be simple, the answer to your question is quite complex and really indeterminate.

Your "dealer" after the sale can make or break your RV experience if something catastrophic happens and you depend on warranty (even little things). If you bought from the dealer you will generally get preference BUT you are still held hostage by the competence of the service dept. - some are good, some are excellent and many are just plain crap. So it's a plus to buy from a local dealer WITH a good service dept.

If you buy from a dealer far away many dealerships will not do warranty work on RVs not purchased from them, and, if they do, you will be generally placed at the back of the line as long as "their" customers keep coming in for service. This happens all the time. Dealers get a reduced rate for doing warranty work so aren't real keen on taking in something they didn't make money on up front. I won't buy from far away for that reason.

Buying from a large corporate conglomerate like CW has benefits. A local mom and pop store can do what it wants and I've experienced that. Sometimes they are stellar, sometimes they just aren't worth a hoot. IMO the bad thing about them is that the buck stops at the front office and whoever occupies that guides what goes on at the store good or bad. At CW (not familiar with other RV chains) it is corporate policy that any RV bought from any of their dealerships will be treated like you bought it from any of their stores if you need warranty or any other work. That was told to me directly from the corporate head office. For me that makes a lot of difference when traveling and so far it's worked well for us.
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Old 08-30-2021, 09:53 AM   #8
Brando
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I purchased from a local dealer this year, who has 6 locations throughout the state. One of my two AC units broke on my TT, right in the middle of our hottest and drought-ridden summer we've had in decades. The dealer offered me to bring in my TT (no can do), or send a service tech out to me. I opted the service tech visit.
Well, to keep this story short, they're able to honor the AC's warranty and get free parts to fix. But the service calls are still being charged to me. Not to mention that due to the need for more employees at these places, this service tech actually services 3 of their store's areas now. So it's been a long wait to even have them show up.
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Old 08-30-2021, 10:19 AM   #9
JDDilly
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I have purchased from a local dealer with a few locations in the state and also from a large nation wide dealer. I have had better service with the large nationwide dealer then I have had with the local dealer.

IMHO, it really depends on the service manager at the dealer. With the national dealer, we had an issue while traveling, I called the local place I purchased it and talked with the service manager who has been great, he intern called the location I was headed to and talked to the service manager. When I arrived, they really took care of us and had us out the door quickly. Many times it comes down to the relationship you have with your dealer, they can make the experience really good or really bad.
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