Community Forums

breeves2245 · 02-18-2022, 06:18 PM

Here is the summary. Bought a Keystone Passport SL 229RK in Dec '21. Took a three week trip and kept a punch list of things that need attention. Dealer is three hours a away, so I would like to get it serviced locally.

In Dec I scheduled a date with my 1st dealer of choice for Feb 21st, this coming Monday. Their soonest opening. They were not concerned if I bought it from them or elsewhere.

Buying some accessories at Gander RV (aka Camping World) in Jan. Asked them if they do warranty work on Keystones. They said sure, no issue where I bought it. They had a Feb 7th date, even better, so I booked it.

Figured I would give them a shot and have the other dealer as a backup. Thinking all those negative reviews have some merit, so I was apprehensive about using them.

They checked it in Feb 7th, did a punch list review with the service writer. Said they usually can get to it in about 4-6 days or so. Went back there today (two weeks later) and they said they are waiting on a warranty approval from Keystone. I told them I would pick it up tomorrow and wait on the approval and then take it back. They said that would be fine.

I want to keep as much control as I can, so I like having the trailer.

The question (finally!). Do I give them time to respond to me regarding Keystone's approval or haul it to the 1st choice dealer as scheduled?

Would an approval request to Keystone from two different dealers for the same unit/issues cause any issues?

Anyone have any experience on a typical response time from Keystone to the dealer?

beerdude · 02-18-2022, 07:23 PM

Personally, I wouldn't hop to a different dealership if you already have one dealership actively working on an issue. Good decision on taking it back home in the meantime while the Gander dealership awaits a response from Keystone on warranty approval, though.

Speaking of, I would also be on the phone with Keystone and mirroring dealership conversations on what items needs attention, approvals, etc. Based on my experiences, and I'm not trying to alarm you here, I trust dealerships for absolutely nothing. And I mean nothing. That is based on my own past negative experiences, though, of course. Anyway, once I established a personal network with my manufacturer's support personnel, my RV life changed for the better.

breeves2245 · 02-19-2022, 05:39 AM

Thanks for the feedback. I'll not muddy the waters with two dealerships and warranty requests unless this first one totally drops the ball.

OrygunRVr · 02-19-2022, 09:41 AM

Former dealer tech and service manager here. Always make an attempt to return it to the selling dealer for warranty work. Most dealerships want to make you happy and keep you buying there and they can get the sales department to eat some of the items that warranty denies. When you go to a different dealer for warranty work they don't have any incentive to get your work done in a timely manner and it will take a back seat to more lucrative customer pay work.

If you run up against a wall, you can always contact the dealer representative for Keystone in that area and ask for their help.

**hamm2018** · 02-19-2022, 10:07 AM

Quote:

Originally Posted by breeves2245

They checked it in Feb 7th, did a punch list review with the service writer. Said they usually can get to it in about 4-6 days or so. Went back there today (two weeks later) and they said they are waiting on a warranty approval from Keystone. I told them I would pick it up tomorrow and wait on the approval and then take it back. They said that would be fine.

I want to keep as much control as I can, so I like having the trailer.

Anyone have any experience on a typical response time from Keystone to the dealer?

One thing that needs to be added to the equation is ordering/wait time on the parts. After receiving an approval from the manufacturer, then the dealer will order parts if needed, if they don't have the parts in stock.

One thing you could do is call Keystone and inquire if there has been any warranty request made for your unit, then after parts are ordered, call again.
Have your VIN ready to give them. With our Heartland unit that is how we have done it in the past.

dizcom · 02-19-2022, 10:22 AM

X2 to everyone who said to contact the manufacturer yourself. Call them and email them with your list. They'll provide a quick response to any issues you have. Do not let the dealer do your talking for you. It doesn't take the manufacturer long to approve warranty service. If the dealer says it does, then they are not being honest. Work your own approvals. It's very hard to find good dealer service. Don't be afraid to walk.