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Post by Edd505 on Jun 11, 2017 14:13:05 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 Chucks got it right - with out restating the issues here is my story: kzfamilyforum.com/thread/1403/warranty |
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RGB
Newbie RV’er
Posts: 20 
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Post by RGB on Jun 11, 2017 23:39:57 GMT -5
Geeez, EDD505, you've been through the ringer on warranty issues. And I used to work in a bicycle shop. But, I was proud of our "after-the-sale" service.
We provided better (warranty?) service than what you described with your 5th Wheel and KZ. And there are lots of bike shops in Colorado Springs.
My attitude: What the hell is KZ's issue with a piece-of-paper-promise that seems to make you go through a ridiculous number of hoops just to get something fixed, under warranty no less.
...doesn't set well with my concept of what a warranty should be.
As I mentioned before, my local dealer told me that warranty repairs will only be done if the unit was purchased at their store. If I wanted any other work done by
their techs and their shop, I'd have to go to the end of the line. ....depending on what the work was, it could take months to get it fixed. Maybe being a good mechanic should be prerequisite to
the purchase of a 5th wheel.
Have any of you KZ owners gotten the 2 year warranty in hand, in your paperwork, in more detail? I'm curious what the fine print states. Why does there seem to be such variances
amongst the various KZ dealers in different states that are out there? Owning their respective dealerships INDEPENDENTLY doesn't make a lot of sense either. If they are selling a factory
product from KZ, and a warranty issue arises, they should back it fully. There must be some other push-backs from these "local" dealers. Maybe they are afraid of getting too much of a "warranty"
workload. That is a feasible argument. A dealer here in the Front Range area (Colorado) just opened a new facility in the Colorado Springs area. It is a brand new facility with
all new shops and offices, etc. ...pretty nice. It is the dealer's third shop in the Front Range area spread across a couple hundred miles. I asked why they are spread out (one dealer in the Denver area, one is north in the Longmont area, and now this new one in the Colorado Springs area).
I was told it was to provide service for all those outlying areas. No sooner than the new dealership in Colorado Springs opened, their service area was totally
booked and backed-up, and only after three weeks being opened.
From what I can discern, the Durango product line seems to be a good product, at least compared to other mfgs that are out there.
But if they (KZ) do have quality, and they like to brag on it by offering a 2 year BUMPER-TO-HITCH warranty, then they need to step up and follow through for their customers
across the country. "After the sale service" should mean something after laying down a good deal of money. This whole warranty thing doesn't smell very nice, and I am suspicious that there
is more to it than meets the eye. Caveat Emptor ......
RGB
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Post by Chuck on Jun 13, 2017 0:23:43 GMT -5
RGB On the update of my warranty work, I was told to call the MFG of the furnace which I did, I received a call this morning(Monday)for the Vender/MFG telling me to call a service center not mor that 10 miles from me. The as I had stated in another post is a RV Dealer who dozen't sell Kz products but repair my brand of furance under warranty. I take the trailer in next week for them to look at it and see what parts they have to order which as stated from them may take 4 to 6 weeks depending on the parts needed ... So we are going to the kz Rally and will be gone for 4 to 6 weeks, thus when we return what parts were needed should be there waiting ... Even thought it was not the selling dealer I was not put to the back of the line but in the order in witch the service department could look at my trailer... Will this happen at every dealer, probably not, as I said there are good and bad dealers in everything But I have to tell you, go over to the Montana Reflector/site, Good Sam reflector/site, or the Forest River reflector/site and you will see some of the same problems with warranty's, some are even pitching what is called the forever warranty just like Kz dealers are ... I don't believe that Edd505 when to the back of the line when he was sent to another Kz dealer, he like other owners were put in order of when they were booked in and i believe they repaired his unit as fast as possible. Again would this happen at another dealer, maybe, maybe not, but at least Kz Customer Service helped him get done what was needed ... I have to say that is another reason to post on this site, owners of all types of Kz products can come here and discuss the good, bad and an ugly of service an sales at Kz dealers and Kz it's self ... If you do not think that Kz reads posts look back at some of the things that have improved in their product line over the past few years ... As I and other will state, are they perfect, no, do I think they make a better product, yes, would I like them to improve, yes, but at least they are open to discussion unlike some of the other MFG's ... This is another good reason to come to the Kz Rally, not to bitch but to have an open discussion about some of the things we see wrong and some of the things we see good and of course some of the things we would like to see upgraded in the future ... You can read nightmare stories on any of these web pages about warranty form any of these companies, are the RV MFG's regulated like the auto industry, not even close, even the states can't agree on what or how RV are to be built and what safety regs should be applied in some case's ... lastly you want to know why dealers are backed up, from the Forest River site 'NHTSA’ Releases Latest RV Recalls List www.forestriverforums.com/forums/f71/nhtsa-releases-latest-rv-recalls-list-136404.htmlAlso I have been looking for this page for awhile since I lost my other laptop to a bad hard drive, but I believe it's worth it's wait in gold rvservicereviews.com/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 13, 2017 21:33:44 GMT -5
thanks Chuck for your advice. I agree with you. Being a consumer -- having been screwed a few times -- and dealing with not-so-respectable sales people, manufacturers,
shoddy products, etc., ...it gives me pause and I tend to raise my eyebrows quite a lot when they promise this or that. Like I said, I read the fine print so that I can hold their feet to the fire
if necessary. I'm not against doing my own work, waiting in line for service (warranty or otherwise). I just want to know what I getting myself into. And also, these things
aren't cheap. Getting a good bang-for-the-buck is the American way, right?
Anyway, thanks again. Happy trails ! !
Ron
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Post by Edd505 on Jun 13, 2017 23:32:35 GMT -5
Having an oven problem but didn't even bother with the dealer. Looked for Suburban repairs & the tech looked at it, cleaned jets, checked Propane pressure at the oven, etc. I don't know whats wrong I'll call tech support and get back to you.
Stove top works great, found the oven not working when DW made pizza. Oven would not heat - convection oven finished dinner. All other propane items work properly. Why are my problems always weird stuff? I can fix most things but this 5W has me scratching my head.
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Post by johnr on Jun 14, 2017 6:56:38 GMT -5
Ed, are you able to get the pilot lit? If not, it might be a bad thermocouple.
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Post by Chuck on Jun 14, 2017 11:14:49 GMT -5
Ed
I sent an email and called Suburban on a Friday afternoon late after they closed, got an phone call from
Suburban Monday morning around 9am telling me where to take my 5th wheel to have the furnace repaired...
I didn't even ask for a tech, when looking at the furnace it was all enclosed, I have to say it was very
clean behind the backing board in the storage area and all the duck work was connected an taped.
Since the trailer is under warranty I didn't want to mess with it, Suburban told me were there service
center was and said that they would fix or replace what ever was needed without a problem.
As with you I can fix most anything, but this one is way past what I can do LOL
Safe Travels
Chuck
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Post by Chuck on Jun 24, 2017 3:05:58 GMT -5
Let me add something ere about warranty work, it was not Kz that was the problem, it was my selling dealer that was the problem ... Even thought they have a new building, a large number of bays to work on trailers per their web page ( www.tacomarv.com/ )they sell 17 different brands/MFG of trailers. Thus with that many they are I believe more of less way overloaded with Repair, warranty, and general work load. When I stated I needed my furnace repaired in warranty the service writer stated that even they emergency repair schedule was booked up for a month  So saying all of the above maybe I bought from the wrong dealer even thought the sales people are great an every one seem very friendly and helpful it's a great possibility their service is way over their heads. Sales is one thing but service is I believe the heart beat of the dealer Safe Travels Chuck & Hildi |
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Post by Edd505 on Jun 25, 2017 22:13:47 GMT -5
Ed I sent an email and called Suburban on a Friday afternoon late after they closed, got an phone call from Suburban Monday morning around 9am telling me where to take my 5th wheel to have the furnace repaired... I didn't even ask for a tech, when looking at the furnace it was all enclosed, I have to say it was very clean behind the backing board in the storage area and all the duck work was connected an taped. Since the trailer is under warranty I didn't want to mess with it, Suburban told me were there service center was and said that they would fix or replace what ever was needed without a problem. As with you I can fix most anything, but this one is way past what I can do LOL Safe Travels Chuck Local RV repair guys checked and could not find the issue, called Suburban and they are having him replace the gas manifold. He has the part but I was out of town with the 5W at a granddaughters wedding. I'll update when he finishes the replacement. |
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Post by Chuck on Jun 26, 2017 2:04:07 GMT -5
Ok Edd
Well I take mine in Tuesday, as I stated above I believe I talk with them Friday face to face and they said
that they may know the problem, I guess it has happened on a few others ...
So I'm crossing my fingers, however I broke the ladder hinge on the back of the trailer, the parts gal
at the dealer I'm taking the trailer to for the furnace stated she could get the part. $35.00, Plus $30
shipping and $4.00 state tax for one plastic ladder hinge, not two but only one, talk about highway
robbery, she ask did I want it, they could have it in 3 days, I said thank you but no thank you ...
So when I am back in Indiana at the Kz Rally I will see if I can get one there, maybe if I claim
stupidity when trying to get the ladder down they will feel sorry for me Ugh ...
Safe Travels
Chuck & Hildi
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Post by ronc on Jul 2, 2017 12:26:55 GMT -5
Honestly, RV warranty is a murky subject. Unless faced with a HUGE issue, it's less hassle to just pay for the small stuff yourself. A full timer isn't likely to be near the SELLING DEALER and other dealers are spotty regarding their desire/ability to support KZ's "two year warranty". I tell people to take this into consideration when negotiating price. The warranty advertised won't be the warranty received and this is a "lever" to be used in the negotiation process. In this regard, KZ is it's own worst enemy.
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Post by Edd505 on Jul 9, 2017 22:13:08 GMT -5
Having an oven problem but didn't even bother with the dealer. Looked for Suburban repairs & the tech looked at it, cleaned jets, checked Propane pressure at the oven, etc. I don't know whats wrong I'll call tech support and get back to you. Stove top works great, found the oven not working when DW made pizza. Oven would not heat - convection oven finished dinner. All other propane items work properly. Why are my problems always weird stuff? I can fix most things but this 5W has me scratching my head. Suburban had the RV tech replace the manifold assembly. Looked simple to replace and the oven works fine, 25 degrees hotter than the dial indicates. This was so much easier than dealing with the dealers. Something wrong with one of the appliances, heater, etc, look for a certified repairman in your area. Factory won't pay for service call but did pay for the warranty work. Two trips to the house, one trouble shoot, 1 repair - $32. I would spend more than that in fuel to get it to a dealer. |
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Post by Chuck on Jul 10, 2017 10:05:12 GMT -5
Edd505 I have to tell you Suburban was great to deal with, very friendly, I didn't try local RV guy I go to, didn't think about it, when looking at Suburban's web page there local dealer was just down the road from him anyway, no charge and $5 with a fuel back and fourth |
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Post by Edd505 on Jul 10, 2017 20:56:47 GMT -5
120 miles one, leave 5W, return to pickup - almost 500 miles, plus I was able to use it while waiting on the part. No brainer, if your in the area O'Neils RV. Reasonable priced independant.
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Post by Chuck on Jul 10, 2017 21:53:42 GMT -5
ED
I started a thread some place on good and bad dealers but only person beside me posted on such....
Chuck
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Post by Chuck on Jul 23, 2017 11:13:31 GMT -5
So RGB With all the postings what did you come up with, as I stated in another thread I had a furnace problem, call Kz after I talked with my Dealer, was sent to Suburban customer service, they sent me to a dealer 10 miles away and furnace was fixed in a week vice my selling dealer wanting to take a month or more Since I have not had any problems to speak of, however I will address this along with other things at the Rally... I am also going ask why Kz should put up with dealers selling Kz products taking so long for their customer base to wait months to have warranty work done or even looked at ... Chuck and Hildi out and about in MO. |
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Post by Chuck on Aug 6, 2017 9:05:16 GMT -5
RGB After this week I gained some really good information about warranty work as did others at the Kz Rally ... As stated the dealers are independently owned an even thought they sell Kz products Kz can not force them into fixing a unit not sold by them, it is up to the dealer not Kz .... If you are 150 miles away from the selling dealer they do have dealers who will fix your unit for the 1st 2 years ... If you have the forever warranty they will direct you to a dealer who honors that warranty thought Kz customer service or your selling dealer if you again are 150 miles away from home ... If you come to a Kz Rally an you are still under the Kz warranty an send in a service request prior to the rally they will repair everything that you request an will allow you to add a few things to your list once you are at the rally ... I will say they will also help Kz owners out of warranty to a point by giving them parts for repair if needed to a point. They were willing to help a few owners here that were a few years out of warranty as I stated with parts and tell them how to install such, but they said there is a limit to such and you need to be aware that they can not help everyone with such. In the two case's we had it was more of a jester of kindness an support of Kz owners here at the Kz Rally. So if you are out of warranty don't expect them to fix it just because you are here at the Rally even thought they do want to support you ... Kz bent over backwards to repair all the trailers under warranty here in the 5 days we where here, they worked on two Spree's a Connection, an four Durango Gold's, repairing even things that were not listed on the work sheets that were sent in prior to the Rally ... Example, we had a frig that went out on Thursday night from possibly a power surge from a lighting strike even thought we have a 50 amp surge protector in line, Friday morning I told the Kz Tech about it, while talking with him the Service writer, service manager and 5th wheel customer service rep happen to walk up, they all were in my trailer trying to figure out how to get the frig working again. They called the frig MFG service people at one point early on, service MFG said we can not get anyone out till Monday, they said not exceptable an called up the MFG's chain, next thing i new there was a frig repair guy at my door to fix the fig ... The Kz people even stated that they would take all the stuff from my frig an put it in either personnel fig's at home or at ones at the Kz office so we would not loose any of our food. It took the repair guy 2 hours to repair our frig that was not on the repair list, he said it was one of the hardest repairs he had done in some time .. Now Kz service writer could have said, sorry you have to wait till Monday, but they didn't, they went up the food chain at the frig MFG an made it happen, now that is service with a smile LOL Now saying all this, maybe because we are here at the rally and they want to impress us, but they kept saying that they are committed to supporting the owners of Kz products 150 percent an they were here to prove it, again they said that they will try to push the dealers to service their product but since they are independent dealers an not owned by Kz it's hard to do such ... Were hoping that possibly Kz will make it a point in the future to ask dealers to honor warranties at more of their dealerships thought out the country, time will only tell  Chuck & Hildi in Indiana |
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Post by nvguy on Aug 7, 2017 0:24:40 GMT -5
Chuck, that's great news and I think it shows KZ really does care about their customers. Yes, I am sure there was some showboating for the rally attendees, but they just as easily could have said "Well, that's all we can do"..but they didn't.
For about 10 years I was a working foreman at an RV dealer, so I can understand a dealer's reluctance to work on units they didn't sell. One of the reasons is just simple workload, in the summer we were overwhelmed, so you have to prioritize. The owner of the dealership where I worked was very customer service oriented. I did not want a customer to send him a letter, so the General Manager and I pretty much had a blank check to make customers happy- our customers- they spent their hard earned dollars with us, so we owed them great service, and were first in line.
Then we have the background costs, sure the manufacturer pays for the repair, but the dealer typically isn't reimbursed for the service writer, warranty admin, and the parts department- who has to order, receive and inventory the repair parts. There is a lot going on behind the scenes.
Then we have the judgement calls-customer complaints where it looks like the customer caused the issue, or when an item should have been caught during the PDI, but wasn't and things got worse because of it (think water leak)...well, it's much easier to eat this cost if you sold the unit and made a few bucks. Now, most of the folks on this site seem reasonable, but I could tell you all some war stories of customers who came in with 35 item lists. And most were not functional items, just nit picky stuff. OK, here is one- In one case I ordered in and gathered up about 14 dinette chairs so a customer's wife could select 4 that "sat right"... Yes, that was a warranty complaint- the chairs didn't sit right. She also thought the colors in butcher block table were to "different"..Uh, it's butcher block.
So please have some mercy on the dealers, yes there are some real crooks out there, but a lot are honest businesspersons. And don't get me started on how hard it is to find RV techs.
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