So about a month ago I was getting my 5thwheel ready for upcoming trips . As I was doing the slide lubricating and suspension lubrication I saw something hanging out of the driverís side rear Jack. It was the retaining clip that holds the seals in the cylinder housing. I called New Horizon and they suggested calling Quadra . I called and talked to tech support and they suggested trying to shove clip back into place . I tried with no luck . Called Quadra and told them what I see and no being able to reseat clip . They suggested either buying a seal kit or replacing the Jack . I said the warranty says life time warranty for the cylinder. They said that was only if I purchased it from them and didnít include it being installed by New Horizons . I suggested they take their video down from the owner claiming the lifer time warranty because of the lack of warranty claims . After a few more conversations with management they agreed that it wasnít caused by abuse or damage. It was probably a assembly defect when it was put together. They are sending me a new Jack . So at least they stood by the warranty that was listed on the material received when I took possession at New Horizons . So sometimes the squeaky wheel gets greased .
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Quite some time ago I had a cylinder that leaked a little bit. The system had been installed by Mor-Ryde as an after-market upgrade on my Montana (prior to my New Horizons). I sent Quadra a photo and they sent me a new cylinder without any trouble at all. I was quite impressed. Glad you also got satisfaction in the end!!
I just received the new Jack cylinder yesterday from Quadra . I’m thankful they honored the warranty they state in their warranty book . Fortunately my Jack never started leaking, the retaining clip just wasn’t seated properly or probably was never seated properly. I ordered a new seal kit that has the retainer with it so I may have the old one refurbished since Quadra didn’t want it shipped back .