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Post by Bobcat on Aug 5, 2019 14:16:31 GMT -5
Recently I had my front AC unit go out, Murphy's law for the Texas heat right! I'm not the normal RV person as I keep my rig at a upscale park year round and only mobile occasionally. My rig is less than 2 years old so when the unit died I contacted KZ. This is where my issues started..... 1, trying to get in touch with anyone at KZ is terrible hard, and don't leave a message because they NEVER CALL YOU BACK. This was the third time I had to contact KZ for different issues with the same treatment. When I did get a live person, that rep was very rude and insisted I had to take the unit to a dealer to get fixed. I tried to explain I had no way of moving it and the closest dealer was maybe 100-200 mi from my location, not to mention had family from out of town here for vacation so leaving it at a dealer for weeks to wait in line to be fixed was not an option. The rep offered no help what so ever and said I would just have to deal with running 1 AC until I decided it was acceptable for me to move the rig. I was beyond shocked of their comment. They offered no other resolution and said again that if I did not take it to a dealer they could not help. Bye
I decided to call the selling dealer, who said they would get in touch with KZ and try and resolve the issues through them but they have no mobile tech and were 200+ mi away. To my knowledge they still have not had a return call from KZ on this issue. At leas they mentioned that I should try and get in touch with the extended warranty folks. Honestly I did not think of this, since the rig is less than 2 yr old. When I did the warranty company was a gem and even helped find me a mobile person to come out. Long winded story, the AC was covered under their policy, paid the deductible, and was fixed within 48 hours. Not happy that I had to pay, but when its 100+ outside and you have 4 adults inside it was money well spent!
Anyone have AC issues with a fairly new unit? Has anyone had the same rude treatment from KZ?
Safe travels
Bobcat
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cloud
Weekender RV’er
Posts: 54
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Post by cloud on Aug 5, 2019 19:12:48 GMT -5
I had one fail just over a year old.(Coleman) the selling dealer was worth less. Said 6 weeks to look at it. Extended warranty people said they would not touch it because it was still under Coleman’s warranty. Called Coleman directly and they put me in touch with a local repair company. Took it to them and in 3 days had a replacement unit installed at no charge.
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Post by wingnut on Nov 16, 2019 13:56:02 GMT -5
We picked up our 343 in Oct. and didn't have a chance to take it out before heading South, so we made it to Florida and discovered the bedroom A/C wouldn't work, only the fan would come on. Called KZ and talked with them right away and they okayed us having a mobile rv repair co. come look at it, they never showed up, so now I don't know if we should try them again, or go with someone else, we used them last year on our momentum that was falling apart and they were excellent. The guy texted and said he was sorry he fell asleep. I think we will give them another shot. We had never used the A/C because we didn't have the proper hook-up, and the dealer said everything was good. So anyone have any idea why a brand new A/C wouldn't work?
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Post by Chuck on Nov 16, 2019 14:57:12 GMT -5
I'm sorry to here both of you having problems, Bobcat 1st of all there has been some people on this form that have ask for service outside of Kz dealers an have received it without any problems, yes they had to contact their selling dealer 1st but Kz has stepped up to the plate ... I personally have had Kz tell me that I could take my trailer to a repair shop to have a problem fixed ... Others on the form have had mobile repair authorized by Kz an when calling Kz I like others have had call backs or they have answered the phone when calling them ... It's had to believe that CS was rude to you, they have always been very helpfull an nice on the phones an directed us to the right person or vender 't know if I'd tust a repair guy who told me he fell asleep an forgot me, I think I'd be looking for another to get any repairs done ... I'm not saying it can't happen an I'm sure your not making this up but even at the factory they bent over backwards to help us out with any problem we had ... I am glad that you go your AC fixed an sorry you had to pay for such, things do happen an I know it must hard when you can not move a trailer to a dealer or even having a dealer 100 or 20 miles away ... wingnut I hate to say it but I don't believe i's trust a guy who stated he fell asleep an forgot me, tells me he's not very reliable, I myself would be looking else where for a repair guy 
Safe Travels
Chuck
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Post by capemayal on Nov 17, 2019 7:49:33 GMT -5
I had a slide problem, which turned out to be misrouted wires. KZ wanted me to take to a KZ dealer but the closest was a few hundred miles. I didn't feel safe pulling that far anyway. They ok'd a mobile tech. He replaced the motors in 2 slides and replaced the sections of wire that were pinched and broken. I paid and within 10 days I was reimbursed. My 380 was about a year old. Recently, I was into a dealer for a problem with the OTA. I was about 45 days out of warranty. While on the roof the dealer took pictures of some roof problems that needed sealing. KZ refused to pay for them and said that's what my extended warranty is for. But, they paid for the antenna repair. To me it seems they do not even meet you half way with some things, especially if you're out of warranty, but so close to that date. I am disappointed in that service, and surprised too.
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Post by Chuck on Dec 1, 2019 10:13:17 GMT -5
capemayal We just had are trailer in for the life-time inspection, when done the service writer stated that they touched up a few place's on the roof that needed attachen an resealed the front cap, they didn't charge us a penny ...
Two years ago they re-sealed the front an back cap on our trailer, this was considered normal maintenance
per the dealer an not covered by warranty, thus we paid $88.00 ...
The moral to this story is what ever the dealer decides to do or charge is up to them an what ever they told
Kz if they even called them as well ... One never knows because you can never listen in on the phone call
most times ... You also have to remember that out of warranty is out of warranty, yes I have seen Kz do some things while at the Kz Rally to owners trailers that were out of warranty, but they were do to the fact they could have hurt someone ie electrical shock ...
I have also seen Kz maintenance give owners parts to fix their trailer out of warranty at the Kz Rally, but as
the Kz maintenance manager stated a few years back, "Were here to support Kz owners, but we also can't give away the farm"
Safe Travels
Chuck
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Post by Bobcat on Dec 2, 2019 8:21:40 GMT -5
I must say, when I first bought my rig KZ was awesome with the few little things that happened. But over time they seem to want to do less and less, which may be a function of the personnel they are hiring wanting to do the right thing. My dealership has been great to work with and has gone the extra mile to help at times, and fortunately I have the extended warranty, and will probably renew when the time comes, as at that point KZ would be out anyway.
Here's to not having to use the warranty all together!!!!
Cathy
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Post by Chuck on Dec 27, 2019 12:09:48 GMT -5
I agree Bobcat, we have the extend warranty an I am happy we have such, I'm willing to pay the extra money each year for the insurance of having such an like you I hope I never have to use it Safe Travels Chuck |
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