Anyone know what is going on with KZ Customer Service?

Hi Cheryl,
This is my first post on this forum, but I feel your pain. We have been dealing with repairs since we took delivery of our Durango Gold in January. The unit has literally spent more time in the shop than in our possession. We have a binder documenting all of the times we tried contacting KZ customer service, specifically Mark Owens who was assigned to our "case", both by phone and email with no response. When you are lucky enough to have the phone answered the nice girls say they will have Mark call right back, then nothing. Parts that were supposedly ordered in late January or early February did not make it to our dealer until May 31. Our unit was a special order and came with the wrong couch. I was assured by Charles Wade at KZ at the time of delivery to take the unit and that he would ship me a new couch right away....after months of emails and phone calls and multiple missed "drop dead" promises of delivery dates, the couch finally arrived last week...in August! Of course the trailer is back in the shop so I cant even install it.

I have even been trying to get some additional matching carpet, cabinet stain and the like since January. I am offering to pay for these materials. To date I have made no progress in obtaining these materials.

If I ran my business like this I would expect to be out of business. After all I have heard about KZ that made us buy from them I am thoroughly disappointed.

We sold our last trailer because we weren't happy with the customer service from Forest River. Now I actually miss that level of care.

After reading through this forum I see a large number of loyal KZ fans. I wish I were one of them. I really would like to love our trailer but I hardly remember what it even looks like. Shame on me for ever taking the trailer home in the first place when absolutely everything wasn't absolutely perfect. What is the point of having a warranty if they dont provide adequate service and support?

Good luck to you in your quest for parts. All I can say is be persistent and have patience. I would recommend that you share in your dealer's effort of calling KZ customer service several times each week until you resolve the matter. Also make sure to document the date and time of each attempt to contact them..

our KZ dealer has had no issues taking care of our warranty work we just picked our unit up from warranty repair a couple weeks ago. they had to replace the whole floor in our Connect 281bh under warranty because a screw fell out of somewhere and jammed into the floor when opening the slide. they fixed a myriad of other items as well. we reported the items and within 3 weeks the parts arrived and the dealer fixed within a week. so either it is the dealer blowing smoke or that particular branch of KZ?