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Post by Edd505 on May 1, 2018 15:54:27 GMT -5
KZ has to do something about the 2 year warrantee. Yesterday the remote for the fireplace came apart, opened the battery compartment to change the battery and out falls a small spring? It is a sealed unit so no fixing. I bought in AZ, from WA dealer, and live in NM. Called the factory and told them it was broke. You have to take it to a dealer, we don't ship to users. Been there and done that, the NM dealer will not work on it as I didn't by from him.
KZ needs to find a way to resolve these small warrantee issues. Send the broken part to us and we can ship, take a picture and send us, something. Putting the "warrantee issue" on the buyer does not work and is just poor business. There is no reason to have to run around trying someone that will step up and fix the issue. From my stand point they might as well have no warrantee as you have to search to find some one to do the work. Oh can't go to the fireplace maker the 5W is 14 months old. Do I like my KZ, yes love it but the little issue are starting to make me thinking.
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Post by ronc on May 1, 2018 17:22:24 GMT -5
I feel your pain. I recommend (now that I have learned) that people assume the warranty has no value and use it only to negotiate a lower price. The problem is that only the selling dealer has any interest in perfecting warranty and they always want you to bring the rig to them and leave it ... hey, this is my house ... not my car. It is a problem that would be worthy of discussion at the Rally.
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Post by Chuck on May 2, 2018 11:07:01 GMT -5
I agree, this needs to be addressed at the rally
Chuck
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Post by kaboom on May 2, 2018 13:11:41 GMT -5
Chuck, have you tried dealing with the fireplace manufacturer directly. Maybe they would talk care of you.
I went through the same type of warranty issues. Limpert warranty was one year but KZ was two years. So I had to take it back to Dealer for inspection and photos. 8 hours round trip plus a day off work. Dealers Service department is closed Sun.& Mon. My days off.
Then wait for approval and parts to arrive at dealer. Then another 8 hours driving and another day off work. The job was not done right and I spent time and money to fix it myself, rather than drive back.
That's why most of the repairs that should have been warranty like, I did myself.
The RV industry as a whole has a warranty and repair system the is light years behind others such as auto,motorcycle ect.
The individual dealers are the key and most are terrible at customer service.
IMHO, your selling dealer should step up. They should do all the foot work, make the calls and send you a new remote. What's remote cost them?
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Post by lynnmor on May 2, 2018 14:10:51 GMT -5
Did you search the model number of the remote on eBay and elsewhere? Depending on model, it might be inexpensive and you would have a spare if you ever get one on warranty.
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Post by Edd505 on May 2, 2018 17:30:08 GMT -5
Chuck, have you tried dealing with the fireplace manufacturer directly. Maybe they would talk care of you. I went through the same type of warranty issues. Limpert warranty was one year but KZ was two years. So I had to take it back to Dealer for inspection and photos. 8 hours round trip plus a day off work. Dealers Service department is closed Sun.& Mon. My days off. Then wait for approval and parts to arrive at dealer. Then another 8 hours driving and another day off work. The job was not done right and I spent time and money to fix it myself, rather than drive back. That's why most of the repairs that should have been warranty like, I did myself. The RV industry as a whole has a warranty and repair system the is light years behind others such as auto,motorcycle ect. The individual dealers are the key and most are terrible at customer service. IMHO, your selling dealer should step up. They should do all the foot work, make the calls and send you a new remote. What's remote cost them? I have either repaired things myself or had a mobile repair authorized by the appliance manufacture. My dealer is in WA and I'm a bit south, NM. My purchase dates Feb of 17 so the year manufacture is over. I looked in the fireplace manual and there is no contact info. I'm sure the cost is minimal but KZ says 2 years or 10 more months. The remote either works or doesn't. I can send it to them with the pieces and they can see there is no external damage and a metal part from inside is now outside. For that I need to chase around for a replacement? Whats the warrantee for? |
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Post by Chuck on May 2, 2018 18:22:58 GMT -5
Chuck, have you tried dealing with the fireplace manufacturer directly. Maybe they would talk care of you. I went through the same type of warranty issues. Limpert warranty was one year but KZ was two years. So I had to take it back to Dealer for inspection and photos. 8 hours round trip plus a day off work. Dealers Service department is closed Sun.& Mon. My days off. Then wait for approval and parts to arrive at dealer. Then another 8 hours driving and another day off work. The job was not done right and I spent time and money to fix it myself, rather than drive back. That's why most of the repairs that should have been warranty like, I did myself. The RV industry as a whole has a warranty and repair system the is light years behind others such as auto,motorcycle ect. The individual dealers are the key and most are terrible at customer service. IMHO, your selling dealer should step up. They should do all the foot work, make the calls and send you a new remote. What's remote cost them? I have had no problems with my fireplace, it was Edd, (Lippert) LCI as you stated is one year an Kz two year limited warranty ... In some case's it is a real pain an as stated better to fix it yourself I agree, I agrre that the selling dealer should, I say should but as we all know there are dealers who do not care once you are out the door ... Last year I talked to the East an Central Area Kz reps at lunch about this subject ... Their comment to me was that they try hard to get good dealers, but at times the miss an screw up unknown to them the dealer is not as good as them seem ... If my memory servers me right this dealer that Ed has bought from is in Eastern Washington, on of the other membors of this form was trying to buy a Venom from them an they wouldn't work with him to order what they wanted an wanted pnly sell one off their lot as I recall .... I believe that as simple as a remote the selling dealer as you stated should have stepped up to the plate an mailed Edd such without question, I think that this pretty petty of them an believe me I know it will be addressed in August at the rally ... Safe Travels  Chuck |
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Post by lynnmor on May 3, 2018 7:32:05 GMT -5
Any chance this is the remote?
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Post by Edd505 on May 3, 2018 21:48:08 GMT -5
Any chance this is the remote? Yep that's what fell apart. |
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Post by lynnmor on May 4, 2018 8:00:15 GMT -5
Any chance this is the remote? Yep that's what fell apart. Sorry, my link didn't copy, this is what I wanted to convey: link |
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Post by Chuck on May 4, 2018 10:13:35 GMT -5
LOL I had forgot we even had a remote let along use it, I have been just going over to the fireplace an using the controls on it the few time we used it Chuck |
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