|
|
Post by yepuhuh on Aug 20, 2018 19:20:05 GMT -5
Sorry , but this is a complaint .
We bought our Sporttrek Grand touring STT343VRK camper 12/15/2017.
The recliners do not work to our standards. When you try and get the footboard out my DW has to pull mine out. Then pulls hers out and gets in her chair.
We have contacted the warranty folks and Sharrita Carpenter has proved to be a ghost and from what I understand she is head of the service/warranty department.
We have a big trip coming up 9 days from now and would love to get this taken care of . We bought our travel trailer in Cinncinatti and it is over 400 miles from us. The closest dealer is in Knoxville , Tn. I asked Sharrita on July 2, 2018 in an email for help. She asked for pictures of the tags which we sent her and still have not heard a word from her.
Other than the recliners we are well pleased with the unit. I just wish they wold do something about them before the warranty runs out. Otherwise, I will purchasing a new set of recliners to replace them and I don't think that is fair.
|
|
|
|
Post by jetzen on Aug 20, 2018 21:48:54 GMT -5
yepuhuh
To my knowledge she is not the head of the service department I do believe she is a customer service rep, however and not trying to make excuses the factory is understaffed with the work load they have and it may take awhile to get back to you. there are plenty of others ahead of you.
It is also JMHO, but you are trying to circumvent the warranty process. If you wish to have warranty service performed you must either make an appointment with the service department of the selling dealer or make an appointment and take it to the factory service center which is even farther away.
I don't want to be overly critical but 1st I highly doubt that KZ will ship you a set of recliners and 2nd why did you wait until now to be concerned just 9 day ahead of you "big trip".
I sorry to say but I don't think your problem will be resolved in 9 days unless you try to repair it yourself.
Another question is we here would all love to help you with the problem you are having with your recliners but you are somewhat vague with your description. It sounds like the foot rest is rubbing or binding on something.
Have you looked at the foot rest mechanism? Is it bent, is it rubbing on some other part of the chair? Is the foot rest mechanism loose? Do the pivot points need lubricated? Sometimes the foot rest can be adjusted, have you checked?
Without seeing it in person it would only be a guess as to what could be wrong, but there is not much there to begin with that can go wrong.
|
|
|
|
Post by yepuhuh on Aug 21, 2018 6:20:51 GMT -5
First of all I think it is counter productive to take coach to a dealer and wait 2 months for a solution. I'm pretty good at taking care of any issues I have and will obviously take care of this one as well. Thanks for your feed back.
|
|
|
|
Post by Chuck on Aug 21, 2018 8:07:00 GMT -5
yepuhuh I'm with jetzen on this one, if you read the warranty it states you should try the selling dealer 1st before calling Kz customer service ... If you also read the warranties it states that Kz is not on the hook for the 1st year of the two year warranty the MFG of the item is an Sharrita should have told you that ... In the case of being over 150 miles from home Sharrita should have steered you to a Kz/Sporttrek dealer who would help you with your problem, not every Kz/Sporttrek dealer will help you as you might find out ... Also I would look on the left side of the recliner, if it's like our recliners there will be a pull handle along side the cushion that when pulled it will lift the foot rest, if you push back the recliner back will lay backwards ...
This is another example of not testing out something during a PDI an having it fixed/repaired before pulling it off the lot Ugh 
Here's hoping you get your problem fixed but at this late date it may not happen, instead of emails why not call Sharrita at
customer service an have a polite conversation with her ... I have over the last year had at least four phone calls with Customer service, if I left a message they always return such an they were always helpful an polite an steered me in the right direction ...
Safe Travels 
Chuck
|
|
|
|
Post by capemayal on Aug 21, 2018 9:11:23 GMT -5
The recliners are Paynes, made my Lippert (ugh). Lippert was unresponsive to our complaints on the chairs.
When we were in Yuma this year, we just said the heck with it, went to a local store that had recliners that would fit.
We purchased 2 electric recliners, the Payne ottoman was a bitch to put down, and are very happy. We got leather, 2 for under $1000. It was just easier to do it ourselves.
I've talked to Sharrita in the past. She was very good for us.
We stopped at the KZ factory to get a punch list done. Very good service. The only problem we left with was a couple LCI problems. Lippert's tech was sick and couldn't come out, I guess he was the only tech? We were there 3 days.
So much for Lippert. One time with a 5th wheel I went to Lippert's on our way back from Texas. Dealt with Jason Lippert. To be nice, they "did our repairs" in one day - if you want to call it repairs. They even gave us more capacity adding a leaf back to the springs, but didn't change the axels? 50 Miles down the road the problems reappeared.
Sorry for going on a rant - but don't depend on Lippert. You'd think KZ would give them enough business to step up to the plate.
Al
|
|
|
|
Post by jetzen on Aug 21, 2018 9:49:06 GMT -5
The recliners are Paynes, made my Lippert (ugh). Lippert was unresponsive to our complaints on the chairs. When we were in Yuma this year, we just said the heck with it, went to a local store that had recliners that would fit. We purchased 2 electric recliners, the Payne ottoman was a bitch to put down, and are very happy. We got leather, 2 for under $1000. It was just easier to do it ourselves. I've talked to Sharrita in the past. She was very good for us. We stopped at the KZ factory to get a punch list done. Very good service. The only problem we left with was a couple LCI problems. Lippert's tech was sick and couldn't come out, I guess he was the only tech? We were there 3 days. So much for Lippert. One time with a 5th wheel I went to Lippert's on our way back from Texas. Dealt with Jason Lippert. To be nice, they "did our repairs" in one day - if you want to call it repairs. They even gave us more capacity adding a leaf back to the springs, but didn't change the axels? 50 Miles down the road the problems reappeared. Sorry for going on a rant - but don't depend on Lippert. You'd think KZ would give them enough business to step up to the plate. Al The 2019 KZ/Venture products definitely use Thomas Payne furniture and I don't know exactly when the changeover took place in the Durango line but if you have a build date of 2/2018 and older the furniture was made by Praxis a division of Patrick industries, probably why LCI was unresponsive. But given their track record they most likely would have been any way. |
|
|
|
Post by kaboom on Aug 21, 2018 10:20:58 GMT -5
Like others have stated. It takes time for KZ to get back to you. Sharita has always got back to me but it takes awhile. Most of the time longer than you or I think it should.
I totally understand your hesitation with taking to the selling Dealer. Distance and time with out the RV are big obstacles.
I know from experience that it's hard to see how this could take so long. I have been through this.
KZ gives you a two year warranty. However the recliners, (If made by Lippert) only have a one year warranty. KZ contacts Lippert and they come to an financial agreement on the parts. The parts are then shipped to the dealer and KZ foots the bill.
In My case it was required that a Dealer inspect the issue and send the required information to KZ to get the process started. A process that took 5 months to get resolved. I was able to use the RV during this period. Because I made appointments at the dealership to inspect and then repair when the parts were in. Yep two 8 hour round trips.☹️
I also kept in contact with all three. (Dealer, KZ, Lippert). When one dropped the ball I would contact them and point it out.
Bottom line you most likely will not have the problem resolved before your trip, unless you fix it yourself or pay a mobile RV guy or handy neighbor to fix it.
Like others not sure what your recliners are doing. Without details.
Mine aren't to bad putting the foot rest up. Pull hidden handle right side between cushion and arm rest and foot rest starts up. Lean back and foot rest fully extends. I have a hard time getting it back down. Kinda have to push down with legs and lean way forward. Not easy with a bad back. Nothing like my old home recliner.
Good luck and hope dispite the recliners you have a great trip.
|
|
|
|
Post by Chuck on Aug 22, 2018 7:54:56 GMT -5
Like kaboom our recliners are hard to getting it back down. Kinda have to push down with legs and lean way forward. I liken it to good exercise of my legs LOL Safe Travels Chuck |
|
|
|
Post by Edd505 on Aug 23, 2018 21:37:59 GMT -5
I had issues when we first used our but they loosened up with use.
|
|
|
|
Post by nvguy on Aug 25, 2018 0:12:35 GMT -5
Our recliners did the same thing, I also had to reach over and pull the foot rest out for my wife. I checked out the mechanism, didn't find anything obvious, lubed moving points and such, still didn't work. End result? Replaced them with a recliner/love seat from a local retailer.
|
|
|
|
Post by Chuck on Aug 25, 2018 14:26:52 GMT -5
Howdy again folks Well this past week I happened to be at the Kz factory for some stuff that needed to be looked at, while there I happened to state in passing that one of my recliners had not worked properly for some time .. Eric (Kz Service Manager)looked at it an took a picture of the tag an said when we get back let them know either the dealer, repair shop or home address we want the new ones to be shipped to an as soon as they get them at the factory they will forward them to whom ever to be replaced ... So again Kz has ahowen us that they are willing to go above an beyond to make owners happy with their product ... Safe Travels Chuck |
|
|
|
Post by yepuhuh on Sept 28, 2018 7:48:13 GMT -5
I've talked to a different person at Venture Rv and she told me Sharrita has been promoted over the department and that this lady would help me.
I've taken pictures of the tags and taken video of them not working properly. We'll see where we go from her. I have found a different solution in the meantime that will suit our needs.
On another note, my brother has purchased a Sportrek and is picking up today.
I hope I have no more issues and no major ones ... We really like this model!
|
|
|
|
Post by capemayal on Sept 28, 2018 8:37:14 GMT -5
The recliners are Paynes, made my Lippert (ugh). Lippert was unresponsive to our complaints on the chairs. When we were in Yuma this year, we just said the heck with it, went to a local store that had recliners that would fit. We purchased 2 electric recliners, the Payne ottoman was a bitch to put down, and are very happy. We got leather, 2 for under $1000. It was just easier to do it ourselves. I've talked to Sharrita in the past. She was very good for us. We stopped at the KZ factory to get a punch list done. Very good service. The only problem we left with was a couple LCI problems. Lippert's tech was sick and couldn't come out, I guess he was the only tech? We were there 3 days. So much for Lippert. One time with a 5th wheel I went to Lippert's on our way back from Texas. Dealt with Jason Lippert. To be nice, they "did our repairs" in one day - if you want to call it repairs. They even gave us more capacity adding a leaf back to the springs, but didn't change the axels? 50 Miles down the road the problems reappeared. Sorry for going on a rant - but don't depend on Lippert. You'd think KZ would give them enough business to step up to the plate. Al The 2019 KZ/Venture products definitely use Thomas Payne furniture and I don't know exactly when the changeover took place in the Durango line but if you have a build date of 2/2018 and older the furniture was made by Praxis a division of Patrick industries, probably why LCI was unresponsive. But given their track record they most likely would have been any way. If you go to LCI's website you'll see them listed as one of their products. Regardless, I can only think that KZ didn't think it through or test them. |
|
|
|
Post by capemayal on Sept 28, 2018 8:39:23 GMT -5
Howdy again folks Well this past week I happened to be at the Kz factory for some stuff that needed to be looked at, while there I happened to state in passing that one of my recliners had not worked properly for some time .. Eric (Kz Service Manager)looked at it an took a picture of the tag an said when we get back let them know either the dealer, repair shop or home address we want the new ones to be shipped to an as soon as they get them at the factory they will forward them to whom ever to be replaced ... So again Kz has ahowen us that they are willing to go above an beyond to make owners happy with their product ... Safe Travels Chuck I've talked to Sharrita several times and always found her helpful. When we were at the factory in April, Eric was very helpful and easy to work with. |
|
|
|
Post by jetzen on Sept 28, 2018 10:39:47 GMT -5
The 2019 KZ/Venture products definitely use Thomas Payne furniture and I don't know exactly when the changeover took place in the Durango line but if you have a build date of 2/2018 and older the furniture was made by Praxis a division of Patrick industries, probably why LCI was unresponsive. But given their track record they most likely would have been any way. If you go to LCI's website you'll see them listed as one of their products. Regardless, I can only think that KZ didn't think it through or test them. You are correct Thomas Payne is a product of LCI, however if your production date is before 02/2018 your furniture is manufactured by a company named Praxis which is a division of Patrick Industries. which is why if you contacted LCI for warranty service/repairs you received no help. |
|
|
|
Post by yepuhuh on Oct 18, 2018 8:57:31 GMT -5
Well even after submitting videos and emails, still no help so screw them at this point. I will just file a xomplaint with the BBB and publicly as well. The rest of you can deal with them, i dont need them. Im not codwpwndent on them and can take care of things myself. What is sad is my brother has not bought one and has an issue with his kitcheen bench wood pulled away from the way when slide comes in.
|
|
|
|
Post by Chuck on Oct 20, 2018 13:40:19 GMT -5
Sorry to hear that you haven't gotten any help in this matter yepuhuh, Kz/Sporttrek has always been Johnny on
the spot for us an bent over backwards to help with what ever problem there was which has been few ...
I will say that LCI has not been as responsive as Kz in some things, at the Kz rally they were always late an never returned on a Friday even thought there was still work to be done on some owners rigs ...
As far as what happened to your bother rigs the dealer he bought it from should take care of his problem an not Kz/Sporttrek at this point unless your 150 miles away from home ...
Again I am sorry that you are not getting the support you are asking for, it's really not right, but your selling dealer should be helping you out.... They of all people should be knocking on Sporttrek asking the same questions as you in
your behalf, if they are not then they are not worth their salt in my mind, you should not have to do such ...
Safe Travels
Chuck
|
|
|
|
Post by Edd505 on Oct 20, 2018 22:21:11 GMT -5
Try this number she has been great to work with.
Taylor Kovach
Customer Service Representative
KZ-Venture-Livin’Lite RV
Phone: 866-472-5460
Option #2
Fax: 260-768-7629
|
|
|
|
Post by Chuck on Oct 23, 2018 10:47:10 GMT -5
I agree Edd, Taylor is a great person an has really worked with us as well Safe Travels Chuck |
|
