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Old 10-22-2015, 11:14 AM   #1
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Expediting Parts shipments.

We were just stuck in Prescott Arizona waiting for a new motor and gear assembly for our automatic steps. We were ready to leave for home in Minneapolis when the steps quit.

The service department said they had been ordered on a Friday and they expected to get them on Tuesday or maybe Wednesday and they could do the repair.

They did not show up on Tuesday. When I asked about a UPS tracking number they did not have it.

After a lot of phone calls to get through to someone who could check on our warranty at Lippert (who now owns PowerGear), I found out that the parts had not even been assembled yet (!!?) and would not even be shipped for 3 more days, and then it would be 3 to 5 business days after that, weekends not included and the time frame.

After talking to the person at Power Gear, I found that the dealer would have to change the address that the parts would be delivered to, if we wanted them to be sent to Brambillas in Minneapolis, where we are headed. The dealership did do that, and then I contacted Brambillas and notified them of the warranty reference number, and at the parts would be coming.

Basically, if we had just waited on the dealership in Prescott for delivery, we would have been well into November, and not a good time to be driving back to Minnesota!

So this post is just about how useful it is to insert yourself into the warranty claim process. Get a tracking number for parts, see if you can pay for overnight or other expediteddelivery, and get the warranty authorization reference number.
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Old 10-22-2015, 11:26 AM   #2
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I have found that Jack usually has those parts on hand. I rebuilt our steps myself with parts from Brambillas because I didn't want to wait for an appointment.
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Old 10-22-2015, 12:57 PM   #3
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This works in the meantime. A good sturdy cooler supports my 200lbs, and a couple of gallon water jugs inside make it non tippy.
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Old 10-23-2015, 06:42 AM   #4
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We just went through a similar problem. Not under warranty. Could not get an answer back from a local dealer in Texarkana as to how much a part would be and when he could get it(just a piece of trim, a minor encounter with a post). We had the time so we were at the customizer waiting for the part. Sat there 3 days and no response. I finally email Lichtsinn, had a price in an hour and had it shipped that day. Too late for us to get it done but we at least will have the part. Need to look for someone in Phoenix to do the painting and repair.
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