RGB
Newbie RV’er
Posts: 20 
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Post by RGB on Jun 5, 2017 22:55:05 GMT -5
I was told that warranty issues should be taken up with the Durango dealership where the RV was purchased. Short of knowing the manufacturers policy with dealerships, I have issue with this.
I have been looking for a certain model but the local dealer does not have the model that I want. To order it from that dealer (I was told) will take about 12 weeks.
If I were to buy what I am looking for from another dealership (in or out of state), doesn't it make sense that the local Durango dealership should handle factory warranty problems regardless of whether the
respective unit was purchased at that local Durango dealership?
I awaiting a response from KZ about this question.
Does anyone have anything to contribute?
Thank you.
RGB
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Post by Chuck on Jun 5, 2017 23:52:54 GMT -5
RGD There was a post from Edd505, there are dealerships the will honor the Warranty for life and all the added warranty's if you want to buy the. We chose to get the 5 year warranty on all the additional products except the tires ... Per Edd505 and my dealer if you are 150 miles away from the selling dealer you can call Kz customer service and the will steer you to a dealer who will fix your unit ... I believe that Edd505 had to go the next state over from were he was at the time to get warranty work done. But he liked the dealer so much he said he would never go to another dealer when and if he was to buy another KZ Edd505 or Jetzen may pipe in on this as well  Chuck |
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Post by jetzen on Jun 6, 2017 7:51:26 GMT -5
1st you should give you local dealer a shot at purchasing your new trailer, 2nd if you buy from someone else you should give them a shot at warranty service. JMHO.
I purchased my trailer in Ocala Florida, I live in Andover Ohio. The DW and I are snowbirds wintering in Florida so we purchased the trailer in Florida because when the trailer is in use it will be most often in Florida close to the selling dealer.
RV dealers are not regulated by the feds like automotive dealers. Because RV dealers are independently owned (no factory stores) they can pretty much do what they want. The rules also change from state to state. State X may say that a dealer can not deny warranty service while State Y may say differently in their DOT regulations. I happen to agree with you they all should honor the warranty. The Manufacturer always states to buy local and that is fine but the only problem with that theory is your RV most likely will not break down in your driveway, it will be when you are a couple of hundred of miles away.
So that being said here are a couple of things to remember. Your trailer is made up of a lot of different components, most of which carry their own warranty. if you are not near your selling dealer and the refrigerator goes wacky under warranty you would call the manufacturer of that unit and they would tell you where to take it to get it repaired under warranty. the same would hold true if something goes wrong with the structure of the trailer or the roof or a slide.
If it is a KZ problem call KZ customer service and they will tell you where to take it for repair. If it is a component problem call the manufacturer of that component.
If you purchase the trailer from a non local dealer and you do not wish to go back to them for warranty service treat all your warranty issues as if you were on the road.
Lastly just because a non selling dealer fixed it once under warranty don't expect them to do it every time something is needed, always call KZ customer service first. |
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Post by lynnmor on Jun 6, 2017 7:57:50 GMT -5
Dealers do not want to do warranty work on a unit they did not sell. If you can get one to agree to a repair, expect to be put on the bottom of a very long list. My dealer treated me like the enemy on my first warranty issue and did not correct the problem. KZ arranged for an alternate dealer to do the work. After months of waiting, they hosed the job as well. Finally KZ sent a factory man out to do the work.
After this and other fiascos, my take on warranty is just forget about it and fix it yourself. Can't do it your self? Get a local mobile repairman that must do quality work to stay in business.
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Post by jeff318rlt on Jun 7, 2017 4:04:19 GMT -5
I agree with you 100% lynnmor! The exact reason I choose to do any/all work on my coach is that I can not depend on any dealer to repair it properly, that is, to my personal satisfaction. If it would happen to be a major component, like the fridge, AC, or furnace, then I would be forced into dealing with the dealer BS. By the time you spend the cash to haul your rig to the dealer, lose camp time, and be inconvenienced and treated like a nobody, the funds spent could be spent on a repair, not an excuse!
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Post by Chuck on Jun 7, 2017 10:23:59 GMT -5
Fellows I have to say like any other thing you have bad dealers and bad repair people, we had a friend that took her new car in because of a oil leak/drip, took it to the dealer she bought it from and left it. Dealer called 2 days later said fix, got it home not fixed, went back to dealer said not fixed, they called two days later said fixed, got car home not fix. So she went to another dealer 50 miles away an left car, three days later dealer called and said fixed, got it home, not fixed, took car to third dealer, same go around but this time leak was fixed ... I believe this is the same with RV Dealers and RV repair shops, there are good and bad, I have a very good RV repair shop not 10 miles away, my dealer is 55 miles away, the RV repair shop changes $125 an hour minimum of one hour. I can by a tank and half of fuel for what the RV repair shop wants or drive up to the Dealer an get a major not a minor repair done on warranty ... The problem I have with a dealer during the spring summer months is that they are so backed up that it takes you a month sometimes two to get in for repair, then they keep it for a month or two or three or four for the repair because they have over booked service ... I have to say like with cars dealers they do not have much to PDI when new cars come into their dealership, check the paint for scratches, make sure it runs, check seats for rips, light work etc. With a trailer their are 10 times the things to look at and test, do they test them all, no way, look at you Micro Wave, stove, ours still had the packing in it at PDI, did I make them take it out, yes, did they work yes, but how many new owners do such till they get it home ... As i said in another post, I ask for a creeper to look under our 5th wheel, Tech said I was the 1st guy who had ever ask for one, go's to show you how many people look under new or even a used trailer before taking delivery of such  Safe Travels & Don't forget about the Kz Rally this Summer Chuck |
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Post by happycampin on Jun 8, 2017 22:57:45 GMT -5
I agree with you 100% lynnmor! The exact reason I choose to do any/all work on my coach is that I can not depend on any dealer to repair it properly, that is, to my personal satisfaction. If it would happen to be a major component, like the fridge, AC, or furnace, then I would be forced into dealing with the dealer BS. By the time you spend the cash to haul your rig to the dealer, lose camp time, and be inconvenienced and treated like a nobody, the funds spent could be spent on a repair, not an excuse! If you are in your first year of warranty you can contact the MFG of the fridge, A/C, Furnace ect get on their websites and are able to locate local service centers. You are able to contact them and have them do the work and they will file the warranty claim through the MFG of the appliance. |
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RGB
Newbie RV’er
Posts: 20
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Post by RGB on Jun 9, 2017 14:06:34 GMT -5
Looking at the 2 year hitch-to-bumper warranty that is offered by KZ doesn't really seem to be that great, especially if it is not honored everywhere KZ sells product. I am in total agreement with those of you who stated that doing your own work was the best way. So, it still begs the questions that I presented at the beginning of this thread: If the factory is offering the warranty (rather than the dealer), then what specifically does the owner benefit from? ...especially if warranty service is only provided by the selling dealer? ...independently owned or not. My local KZ dealer bragged on the fact that there is a 2 year factory warranty on the Durangos, etc, and that that is twice as much as the rest of the industry. So, why brag if it cannot be honored everywhere that KZ sells their products? Am I missing something here? If the warranty is just a piece of paper, then what's the point of bragging about it?
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Post by Chuck on Jun 9, 2017 14:39:37 GMT -5
RGB I you look at the big blue sticker on the window it states "24 MONTH LIMITED WARRANTY", so you can point that out to the salesman your dealing with. Once they get you in to sign on the dotted line for your unit they will hit you up for additional warranty's that is suppose to cover everything inside and out. These warranty's are not from Kz but underwriters; Administrator (NWAN Inc Cleveland Ohio) Provider (United Service Protection Corp St. Petersburg Florida) Roadside Assistance Provider (SafeRide Motor Club Addison Texas) But as another poster has stated You do have coverage for one year for all of the appliances thought the MFG of such You do have coverage bumper to bumper for one year from Kz, but after that you need the extra warranty's stated above. I believe you can opted for 2, 3, 4 up to 5 years at two levels, "Supreme" an "Select", under such you also have deductible of $100, $200 or a payment plan. Safe Travels & Don't forget about the Kz Rally this Summer Chuck |
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Post by Chuck on Jun 9, 2017 17:10:27 GMT -5
UPDATE
I called Kz Customer service and talked with Taylor, she was very helpful, She stated that Kz was not on the hook for the 1st year of ownership, that the MFG of the appliance was responsible after that Kz was responsible. She gave me the model number of our furnace (FQ55) along with Customer service at Suburban which I called and left a message and logged onto their web page and left a detailed message on my problem ... What is funny is that the service center they may directed me to is about 10 miles from our home and is where we bought the 5th wheel before this one It also the local Ford Dealer and where I got my truck worked on so they Know me well LOL ... What is also somewhat funny is that the Kz Dealer where we bought the 5th wheel couldn't tell me the same information that Customer service at Kz did Ugh Now since it is late in the afternoon back east I will wait for a call from Suburban and see were this takes me. Even thought I didn't buy from the RV dealer that Suburban more than likely send me like I said I do know the service writers there and have worked with them in the past. We also have friends who deal with them for repairs on their 5th wheel and always seem happy with their work and pretty quick service, one will see Safe Travels & Don't forget about the Kz Rally this Summer Chuck
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Post by jetzen on Jun 9, 2017 18:43:34 GMT -5
RGB,
Apparently you did not rear my post on how to receive warranty service.
Bottom line is,
The selling dealer is obligated to service your trailer under warranty for 2 years.
If you have a warranty related issue and you are not close to your selling dealer you must FIRST CALL KZ CUSTOMER SERVICE. and they will instruct you as to what to do. It's that simple. If you don't play by the rules don't expect to get anything in return but a bad experience. |
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Post by Chuck on Jun 9, 2017 23:49:04 GMT -5
jetzen is correct But As I said appliance's for the 1st year Kz is not responsible after that Kz was responsible. But Taylor did say the selling dealer is responsible for everything else unless you are 150 miles away from your dealer as jetzen stated and then you call Kz ... I really have to tell you both times I have called Kz Customer service they have answered their phone, they have been very helpful and have worked very hard to help me out, Taylor stated that when we came back for the rally and visited the factory to ask for her and she would come down and meet my DW an I and was looking forward to me us along with the others Safe Travels & Don't forget about the Kz Rally this Summer Chuck |
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RGB
Newbie RV’er
Posts: 20
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Post by RGB on Jun 10, 2017 11:21:27 GMT -5
Jetzen, without knowing the rules, it's hard to play. I agree with yours summation, however. Calling KZ customer service and getting their advice about what to do re: warranty issues is well taken.
I have an email into KZ customer service but I haven't received a response yet regarding my questions about warranties. That may clear some things up, I hope.
Thank you for the tips. They are helpful.
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RGB
Newbie RV’er
Posts: 20
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Post by RGB on Jun 10, 2017 11:50:25 GMT -5
I just read the thread on the 384RLT issues that have happened to a few of you. Looks somewhat related to my questions about what to do for warranty service. Two months for you, Chuck, to have
someone look at your furnace? ....IMO, not acceptable as a warranty customer. I hope that these issues are brought up with KZ at the rally. As far as my questions are concerned,
it is nice to know what to expect going into a deal like this when there is a lot of money at stake.
Best to all!
RGB
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Post by Chuck on Jun 10, 2017 12:51:24 GMT -5
RGB As I said in my other post, Kz customer service has answered or returned all my calls to them. They have help me as well as a few others work thought the warranty process on either trailer or appliance issues ... In one persons case they found him a dealer when he was far from his selling dealer, in my case they sent me to the MFG of my furnace who set me to a service provider, now instead of two months it going to be next week for them to look at it ... Are they perfect, no, even the car/truck dealer I have had dealing with had problems, as jetzen stated it knowing how to work thought the system Shoot if you think RV insurance/warranty is bad, look around the corner at heath care Uhg, talk about a nightmare LOL Safe Travels & Don't forget about the Kz Rally this Summer Chuck |
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Post by rvdude on Jun 10, 2017 13:37:29 GMT -5
While I have not had to deal with KZ for warranty repairs on either of my KZ units, I did have very positive dealings with them on my trailer. I purchased a like new 2015 trailer in February of this year, out of warranty, I'm the 2nd owner. I notified them of a serious design flaw with my trailer (I've always said that the designers of rv's have never spent a day in one) which almost burned the trailer down. They were easy to deal with, very nice and they sent me a new mattress for the upper bunk and 2 new lights. I was pleased with their customer service and have no complaints with how they handled the situation, considering they could have told me that it was out of warranty and done nothing at all.
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Post by jetzen on Jun 10, 2017 14:37:23 GMT -5
RGB,
Most of the time an email is impersonal and will get ignored. Just ask me about my dealings with the KZ and MORryde reps trying to set up this rally.
A phone call usually does the trick.
KZ customer service can answer all of your warranty questions over the phone. |
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RGB
Newbie RV’er
Posts: 20
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Post by RGB on Jun 10, 2017 16:15:46 GMT -5
Thx again, Jetzen ....I agree. Out of necessity, I've become a "fine print" expert, dealing with the VA and certain healthcare matters. Unbelievable to say the least.
With an organization like the VA, my advice is to take good notes all the time, with names, dates, phone numbers, etc. You never know when it will come in handy.
Like you said, that may require an occasional & supportive phone call to the mfg every once in a while. After all, warranties are legal documents written by lawyers
....caveat emptor, as they say.
RGB
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Post by jetzen on Jun 10, 2017 16:21:03 GMT -5
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Post by Chuck on Jun 10, 2017 18:55:31 GMT -5
That's one good reason why I married my DW besides others, she delt daily with peoples heath care issues in a hospital
with a heath care co-op finding ways to get people into rehab, nursing homes, medical equipment etc. If there was a
loop hole in Medicaid, Medicare, heath care coverage thought the Military she or one of her friends new it, after nursing
for over 40 years she has retired and takes care of me which at times is a full time job ugh LOL
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