Keystone Customer Service may be a bot or AI?

[mike69440]

I have contacted Keystone Customer service twice on the Chance they would replace the falling off lettering on my 2017 Keystone Bullitt Premier. They have no sense of humor or understand sarcasm.

I was just messing with them, hinting that the problems with my camper is a good conversation starter at campgrounds, gas stations, etc.

For the cost to Keystone to make me happy sending me some replacement decals, thought it might be worth it to them. Apparently not.
I will proudly our camper with the lettering flapping in the breeze.

RE: HD424312: Part Inquiry
Apr-04-25 1:37:26 PM
Hello Mike,

We do appreciate you reaching back out to us. Sorry to hear that your outdoor speakers are not functioning correctly. We would direct you to local Keystone RV dealership to further evaluate and diagnosis this matter for you. With regards to the question of how much money we spend on marketing, this would be proprietary information and is not available for the retail public.


Regards,

Jason Glover Customer Care Team 2642 Hackberry Drive | P.O. Box 2000 | Goshen, IN | 46527-2000 O: 866-425-4369 | E: [email protected]

Please visit the “Owners” section at Fifth Wheels, Travel Trailers & Toy Haulers where you will discover
helpful information including FAQ’s and “How To” Videos.

 

[JRTJH]

Your Keystone Owner's Manual lists the three graphics companies that supply the decals for all Keystone trailers for that year. It's on page 47 in the owner's manual.... Maybe one of those companies can provide the decals you want to replace.

As for a "sense of humor" if the CS rep at Keystone had responded with some "tongue in cheek humorous reply" and you reported it to his supervisor or to the Better Business Bureau, I'd imagine the upper management (above the glass floor) would have his head on a platter, so no, there's very little "humor in any response from Keystone"... Actually, I'd make a guess that you won't get any CS representative from any company to start exchanging "Dad jokes" while you're on the phone with them and certainly not in any written response that can be used as evidence if you happen to "turn sour on the events between the two of you".... Actually, a professional CS interchange of information shouldn't have any "humor" involved. It should all be efficient, to the point, professional and timely. It shouldn't waste your time or his since there's usually someone on hold waiting for their turn in the que.

 

[Notanlines]

Since owners are advised to ALWAYS start with their selling dealer for warranty items, might I ask what yours said?

 

[Peto]

Just remove them.

I always take all the stickers off when I buy a new truck..

 

[NH_Bulldog]

Simply picking up a phone is so underrated. It avoids almost all of these “issues”. Instead of sending an impersonal email, try calling and talk to a real person.

I have had the best response and resolution to any concerns when I just call. Not just Keystone either; I have spoken with WFCO reps, Jensen/ASA reps, Dometic reps, Lippert reps, and Progressive Dynamic reps. Every one of them was responsive, helpful and walked me through my concerns and provided workable solutions. If it is, or has the potential to be, a contentious issue, ask for their email address and follow up the call with a written summary of the conversation and plan of action.

As for peeling decals on an 8 year old camper? When I see campers like that (and I have seen them from multiple brands/manufacturers), the first question that comes to my mind is why doesn’t that owner care enough to maintain the exterior of his/her RV?

Tongue in cheek; maybe the original owner should have paid that $2,000 for the 3M exterior protection package at the dealer?

 

[Viper02]

I prefer the written ( Email ) communication with all companies... It gives me a written documented paper trail.

Some like using the phone ... its a personal preference.

Decals - they wear out , fade, crack, etc over time...

My Alpine is now 12 years old.. I have a front cap decal ( Alpine Mtn scene ) that is cracked and faded due to 12 years of UV exposure..

I really am not concerned about it... The passenger side of my Alpine gets direct evening sun every day when sitting at home... That side is faded a tad and some of the striping decals are showing signs of cracking, etc.

** Neither are important to me and I will not spend the money to replace... instead I spend money on system upkeep, road worthiness, etc. Same with my truck that is now going on 18 years of age...

I am more concerned with the overall serviceability of the RV rather than the cosmetics....

And yes I was the unit twice a year but its still gonna fade on that side and the graphics are still gonna show UV weathering.

** And i do care about the RV... I just focus on the overall operation of the systems in the RV, keeping the roof and such in good shape to prevent water intrusion..

 

[JRTJH]

...

I am more concerned with the overall serviceability of the RV rather than the cosmetics....

And yes I was the unit twice a year but its still gonna fade on that side and the graphics are still gonna show UV weathering.

** And i do care about the RV... I just focus on the overall operation of the systems in the RV, keeping the roof and such in good shape to prevent water intrusion..

Yep, Worry about the pig, not the lipstick on the pig ... Same here, although I do care about how it looks, not nearly as important as how it works....

 

[mike69440]

Simply picking up a phone is so underrated. It avoids almost all of these “issues”. Instead of sending an impersonal email, try calling and talk to a real person.

I have had the best response and resolution to any concerns when I just call. Not just Keystone either; I have spoken with WFCO reps, Jensen/ASA reps, Dometic reps, Lippert reps, and Progressive Dynamic reps. Every one of them was responsive, helpful and walked me through my concerns and provided workable solutions. If it is, or has the potential to be, a contentious issue, ask for their email address and follow up the call with a written summary of the conversation and plan of action.

As for peeling decals on an 8 year old camper? When I see campers like that (and I have seen them from multiple brands/manufacturers), the first question that comes to my mind is why doesn’t that owner care enough to maintain the exterior of his/her RV?

Tongue in cheek; maybe the original owner should have paid that $2,000 for the 3M exterior protection package at the dealer?

Agreed a phone call first might have gone father, but Keystone seems not really interested in supporting their older campers.
As I have upgraded the camper to "better than new" in many areas, The only two Items that would be too much cost and effort to "fix" are the front lettering and that Keystone never bothered to install speaker cables to the outdoor Speakers.
In general I am quite happy with the camper as it is in surprisingly very good condition and was 1/2 the cost of new. About the only changes on the new ones are auto leveling jacks, a 10 Cu Ft fridge vs. 8, better entry steps, and a fireplace. I rather have the storage vs. a fake fireplace.
I really wished campers in general had more capable suspensions, especially the supposed "Ultralights"

I little side note, the Tow vehicle I purchased for the camper a 2012 Nissan Titan Pro-4X, Cost me $11K to buy and I have spent 10K to make it run and look as shiny new as well as a New $70K Pickup. Every bit as capable except for the fuel economy, which sucks.

Being vain, I wanted to replace the little plastic cover over the lock to the rear fender tool box. A $2 piece of plastic I would have paid maybe $25. Nissan thinks it is worth more than $80? Who do they think they are?, Kubota?

 

[mike69440]

Your Keystone Owner's Manual lists the three graphics companies that supply the decals for all Keystone trailers for that year. It's on page 47 in the owner's manual.... Maybe one of those companies can provide the decals you want to replace.

As for a "sense of humor" if the CS rep at Keystone had responded with some "tongue in cheek humorous reply" and you reported it to his supervisor or to the Better Business Bureau, I'd imagine the upper management (above the glass floor) would have his head on a platter, so no, there's very little "humor in any response from Keystone"... Actually, I'd make a guess that you won't get any CS representative from any company to start exchanging "Dad jokes" while you're on the phone with them and certainly not in any written response that can be used as evidence if you happen to "turn sour on the events between the two of you".... Actually, a professional CS interchange of information shouldn't have any "humor" involved. It should all be efficient, to the point, professional and timely. It shouldn't waste your time or his since there's usually someone on hold waiting for their turn in the que.

I worked as a Customer Service Engineer, for two companies and really enjoyed that part of My 45 year engineering career.
Because I wanted to remain employed I was careful, while supporting customers, at least till we had a working relationship. At some point it became "how's the wife and kid" what did you do over the weekend?, sports, etc. plus a lot of wise ass stuff.
That could be a negative, as you became the first guy they call when they really need help.
On the plus side, one of my jobs was about 20-25% supporting the gun industry/military contractors, and I ended up getting a lot of free goodies.
I also got some good information (or waning) on company financials for investing.
It is different supporting industrial tech than commercial products.

 

[Peto]

I find chat works well to both get a good communication going and make sure everyone is on the same page.

 

[Viper02]

Many of the RV companies and RV suppliers also have an online chat function that is usually ver6 quick plus you also have an option to save that chat for future reference

I’ve used that several times discussing technical items with Lippert ..