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Old 07-18-2017, 10:35 AM   #1
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Big Country A/C

We have had issues with the a/c's in our 2016 Big Country 3650 RL. When we took our second trip in April to Port Aransas, TX, it wouldn't cool enough to make it comfortable even though the air temperature was only in the 80's. So we took it back for warranty service and it turned out that both Dometic a/c's were defective. Explore USA replaced both and we thought the problem was solved. Then we take it back to Port Aransas for the summer and the living area won't cool down below 80. Between a local RV repair service and my own investigation, it turned out to be a problem with Heartland's duct design and the installation of the duct work. When I called Heartland to see if they would do anything to solve these problems, they told me that since the temperature differential was within specification they wouldn't do anything. I then approached the service manager at Explore USA, Seguin, TX and he told me to bring it to them because they would solve the problem even if Heartland wouldn't. We took it to them on 7/6, they worked on it right away, found the problems in the ductwork and had it back to us on 7/14. It is now back at Port Aransas and we can be comfortable in the living area. We will never buy another Heartland product due to the way they treated us, but highly recommend Explore USA, as they will take care of their customers.
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Old 07-18-2017, 11:20 AM   #2
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Was it within the heartland warranty period?
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Old 07-19-2017, 07:28 AM   #3
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Quote:
Originally Posted by patriot07 View Post
Was it within the heartland warranty period?
Yes, but they refused to do anything under warranty since the temperature differential was within spec. Our dealer(Explore USA, Seguin, TX) stepped up and fixed the problems on their own dime.
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Old 07-19-2017, 07:46 AM   #4
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That's totally unacceptable by Heartland if it was 80 outside and it wouldn't cool.
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Old 07-19-2017, 08:37 AM   #5
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Also saw your post on my thread about A/C. Thanks for the info. Will be keeping Heartland off my shopping list. Also thanks for mentioning your dealer's response. I'm not too thrilled with the dealer options in the Austin area, so I'll give them a look.
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