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Old 04-15-2019, 07:59 AM   #1
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So I contact the local dealer that Jayco referred me to, to make an appointment to get some servicing done (first time with a TT not a pop-up and the extended warranty requires that maintenance be done at a licensed service center...). In my puttering, I discovered a couple of things:
  • A little anti-freeze spray in the top drawer under the kitchen sink - potential leak
  • A ceiling puck light that wasn't working right

I get an email back from them saying (direct quote):

Unfortunately we can't take any outside clients given our mass amount of internal client already book at our service department.

They did give me an alternative (about an hour away instead of 20 minutes); however, is this normal? This was an opportunity to build a potentially long term relationship with a customer. It just seems like strange behaviour to me.
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Old 04-15-2019, 08:25 AM   #2
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Very common. I just made an appointment at our dealer for our annual state safety inspection. First question they ask when you call is "did you buy it from us?"
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Old 04-15-2019, 08:33 AM   #3
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Sounds like they're too busy to work on your trailer right now, and they were up front in telling you. Alternatively, they could have you bring it in and let it sit for a few months.

The repair items you mentioned are easy to fix. I would hate to have to take my trailer to the dealer for little stuff, as the hassle in hooking up and going to the dealer exceed the hassle of doing it myself (and doing it right or better than new).

In particular, those puck lights are junk. Just remove it from your trailer and put in a nicer light, like a Lumitronix. I replaced about six of the puck lights in my 26BH with lights that don't get so darned hot (I don't trust them), and put out a much nicer quality of light (warmer and more diffused).
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Old 04-15-2019, 08:47 AM   #4
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Originally Posted by colby View Post
So I contact the local dealer that Jayco referred me to, to make an appointment to get some servicing done (first time with a TT not a pop-up and the extended warranty requires that maintenance be done at a licensed service center...). In my puttering, I discovered a couple of things:
  • A little anti-freeze spray in the top drawer under the kitchen sink - potential leak
  • A ceiling puck light that wasn't working right

I get an email back from them saying (direct quote):

Unfortunately we can't take any outside clients given our mass amount of internal client already book at our service department.

They did give me an alternative (about an hour away instead of 20 minutes); however, is this normal? This was an opportunity to build a potentially long term relationship with a customer. It just seems like strange behaviour to me.
Very common.

BUT, since Jayco recommended you contact that dealer, send the dealer's reply to Jayco and ask Jayco if they would authorize a mobile RV service/repair for the warranty work.
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Old 04-15-2019, 10:14 AM   #5
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Very common.

BUT, since Jayco recommended you contact that dealer, send the dealer's reply to Jayco and ask Jayco if they would authorize a mobile RV service/repair for the warranty work.
This is what I have done as both of their recommendations in my area have both basically said no. And I appreciate their honestly, no matter where I think it might be coming from.

The local RV shop which is 5 minutes from my house and has done awesome work limping my 2001 Coleman pop-up through the years, is a member of the same ownership group as the Jayco dealers, just not a Jayco dealer. I am hoping that I can get them pre-authorized by Jayco to do the work...
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Old 04-15-2019, 10:17 AM   #6
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Sounds like they're too busy to work on your trailer right now, and they were up front in telling you. Alternatively, they could have you bring it in and let it sit for a few months.

The repair items you mentioned are easy to fix. I would hate to have to take my trailer to the dealer for little stuff, as the hassle in hooking up and going to the dealer exceed the hassle of doing it myself (and doing it right or better than new).

In particular, those puck lights are junk. Just remove it from your trailer and put in a nicer light, like a Lumitronix. I replaced about six of the puck lights in my 26BH with lights that don't get so darned hot (I don't trust them), and put out a much nicer quality of light (warmer and more diffused).
I would, unfortunately with the extended warranty, the clause is that I cannot do that maintenance by myself (a hidden cost to the warranty...) so I have to find a service center to do it, and Jayco wants that to be a Jayco dealer.

On the other topic, do you have a link to the lights that you used to replace the puck lights, or at least a picture?
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Old 04-15-2019, 12:41 PM   #7
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I replaced my homes halogen puck light bulbs with pancake shaped LEDs. A little more light for only 4 watts instead of 40. NO HEAT!

If the pucks just need new bulbs look at Amazon Mine were 6 for $18.
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Old 04-15-2019, 01:11 PM   #8
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Ditto on doing the little stuff on your own. If there is something major that needs to be done and you can't get a local deal to do it see if there is an independent RV service center near you that Jayco will work with to get the work done.
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Old 04-15-2019, 01:36 PM   #9
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Even during warranty period you can do you own work, but your work is not warranted by Jayco. Even if you make a modification and the modification causes in someway damage to the RV it wouldn't be covered. Same with accessories; if you replace a light fixture with another brand and goes defect Jayco will not replace it. Appliances warranty is by the original manufacturer. Jayco can assist with this type of warranty.
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Old 04-15-2019, 01:46 PM   #10
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@ALJO, I don't have any issue in doing the work, and I plan to do some modifications (and if I break something, I am good for that). My concern with doing my own maintenance was this clause in the extended warranty contract:

"You must perform at Your expense, and prove that You have performed the maintenance recommended by the manufacturer and/or by a licensed Repair Facility" and "Do-it-yourself maintenance and repairs are not permitted"

I clarified this with the extended warranty vendor and they explicitly said that maintenance must be performed by a licensed facility and that I needed to have proof of that (keep my receipts). So my options are - do it myself and forego the extended warranty or try to come to accommodation with Jayco on where to take it. I'm in the discussions with Jayco now.
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Old 04-15-2019, 01:58 PM   #11
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Never has to deal with extended warranty as they work like the casino system and benefits the Seller of this warranty. Since the seller of this insurance can benefit from the DIYer by putting out less money to the DIYer, why would they want to have an official shop do the work which cost more. Human logic can be strange at times.
I have always done my own work and rather have a good deal without warranty.
But good luck with the repair as many dealers are already busy. Hope they Jayco let your closest dealer help you.
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Old 04-15-2019, 02:04 PM   #12
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In the RV world, it's common for dealers to not want to work on product not purchased from them. Not like cars where you can take it any dealer selling the same cars.

There is a growing organization of dealers called RV Priority Network. The idea being that if you are traveling and need work, you'll get in and get the work done, rather than be blown off because you're not a customer. My dealer belongs to this group.

I've never been a fan of extended warranties on much of anything. Though we once had a microwave that we did and the warranty provider spent a fortune fixing for us. That said the money spent on an extended warranty is often better put in the bank and used on the off chance that an expensive repair is needed and can be done by the shop of your choice.

Any chance you can get a refund on the warranty?
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Old 04-15-2019, 02:41 PM   #13
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Thanks @DocBrown. I will have to look that up.

Unfortunately we are six months in and also my wife is a huge fan of extended warranties as she would rather pay a bit more up front for that insurance (I stopped fighting that battle a long time ago)...
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Old 04-15-2019, 03:04 PM   #14
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@ALJO, I don't have any issue in doing the work, and I plan to do some modifications (and if I break something, I am good for that). My concern with doing my own maintenance was this clause in the extended warranty contract:

"You must perform at Your expense, and prove that You have performed the maintenance recommended by the manufacturer and/or by a licensed Repair Facility" and "Do-it-yourself maintenance and repairs are not permitted"

I clarified this with the extended warranty vendor and they explicitly said that maintenance must be performed by a licensed facility and that I needed to have proof of that (keep my receipts). So my options are - do it myself and forego the extended warranty or try to come to accommodation with Jayco on where to take it. I'm in the discussions with Jayco now.
This is exactly why extended warranties are often junk. In Quebec, we even have a section of the government dedicated to protecting consumers from bad practices by various companies. You don't even need to buy an extended warranty in Quebec, it's automatically covered through this government program (they assign a
mediator first, then if no luck, they assign someone to determine how much your problem is to fix/replace, based on the age of the product and force the companies to pay up or replace). For example, we bought a fridge 5 years ago and the shelves are broken. They determined they cant fix it, so we were given 50% of our money back from the vendor (they determined life expectancy of our fridge is 10 years).
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Old 04-15-2019, 03:10 PM   #15
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I just noticed you are from Ottawa as well.
Have you looked over the list of maintenance items? Some of them may be be twice per year, maybe more frequent. Forcing you to go to a licensed repair facility 100km away multiple times per year may just in fact cost more than the actual warranty is worth....

The entire logic of putting the onus on the consumer to prove maintenance is acting in bad faith. It should be the responsibility of the warranty provider to prove why their are denying a claim, not simply because maintenance wasn't done at their facility.

That one clause would have caused me deny the warranty.
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Old 04-15-2019, 03:18 PM   #16
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I would, unfortunately with the extended warranty, the clause is that I cannot do that maintenance by myself (a hidden cost to the warranty...) so I have to find a service center to do it, and Jayco wants that to be a Jayco dealer.

On the other topic, do you have a link to the lights that you used to replace the puck lights, or at least a picture?
Here they are. Can't say how long this link to an Amazon product will work.
https://www.amazon.com/Lumitronics-D...ateway&sr=8-12

Easy install.
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Old 04-16-2019, 05:01 AM   #17
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I just noticed you are from Ottawa as well.
Have you looked over the list of maintenance items? Some of them may be be twice per year, maybe more frequent. Forcing you to go to a licensed repair facility 100km away multiple times per year may just in fact cost more than the actual warranty is worth....

The entire logic of putting the onus on the consumer to prove maintenance is acting in bad faith. It should be the responsibility of the warranty provider to prove why their are denying a claim, not simply because maintenance wasn't done at their facility.

That one clause would have caused me deny the warranty.
Actually they are good, they are happy with my local guy. It's Jayco that is being the stickler. Now that I have been denied from both of Jayco's recommendations, it is now back in their court to make the next recommendation or pre-approve me getting the work done at my local RV shop.

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Originally Posted by Siamese View Post
Here they are. Can't say how long this link to an Amazon product will work.
https://www.amazon.com/Lumitronics-D...ateway&sr=8-12

Easy install.
That's fantastic, thanks @Siamese
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Old 04-16-2019, 05:16 AM   #18
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Actually they are good, they are happy with my local guy. It's Jayco that is being the stickler. Now that I have been denied from both of Jayco's recommendations, it is now back in their court to make the next recommendation or pre-approve me getting the work done at my local RV shop.



That's fantastic, thanks @Siamese
I'm confused, the maintenance for the extended warranty has to be done by an approved facility from both Jayco and the extended warranty provider?

Extended warranties aren't provided by Jayco, so I am not sure why they would have anything to say about where you get the service done.

When I bought my unit about a month ago, they offered the extended warranty, but after looking over it, they didn't cover 90% of the items on popups (it seemed mostly aimed at well equipped travel trailers). Considering Jayco covers 2 years, plus 5 for major components. Not sure if it's a similar warranty (having purchased mine in Gatineau, it may be the same company), but I would consider re-reviewing their coverage just in case.
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Old 04-16-2019, 05:30 AM   #19
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I have simplified my life considerably by passing on almost every extended warranty ever offered.

To many hoops to jump thru that gives them many opportunities to deny coverage.
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Old 04-16-2019, 05:58 AM   #20
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I'm confused, the maintenance for the extended warranty has to be done by an approved facility from both Jayco and the extended warranty provider?

Extended warranties aren't provided by Jayco, so I am not sure why they would have anything to say about where you get the service done.

When I bought my unit about a month ago, they offered the extended warranty, but after looking over it, they didn't cover 90% of the items on popups (it seemed mostly aimed at well equipped travel trailers). Considering Jayco covers 2 years, plus 5 for major components. Not sure if it's a similar warranty (having purchased mine in Gatineau, it may be the same company), but I would consider re-reviewing their coverage just in case.
There's two parts to it.
  1. In talking to the extended warranty people, they require that the work be done by a licensed service facility. They don't care if it's a Jayco dealer or not.
  2. After getting that information, I contacted Jayco about what needed to be done to make sure that I don't impact their 2 year warranty and they expressed that the work should be done at a Jayco dealer if at all possible

So my desired state is that Jayco pre-approves the local repair facility. Depending on what they have to say, I will have to make the call on the value of the Jayco warranty given all of the components are covered by the extended warranty.
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