Warranty

[Tiny]

Why does Jayco make the consumer deal with the manufacture when something breaks when your still under Jayco's two year warranty? Has anyone else had this problem. Input greatly appreciated. We were traveling in SE Colorado, middle of no where when my leaf spring broke. So now the frame of the camper is sitting on the tires, making it impossible to pull. So after many phone calls, we found a towing company that came and we were able to pull it back to their shop approximately 30 miles. The nearest Jayco Dealer was 3 hours away. The towing company was able to make the needed repairs, paid by me at a cost of $700.00 and we were able to pull the camper home. I have sent pictures of the leaf spring, the bill, and the towing company has even called telling the warranty dept. the there where cracks in the leaf spring, causing it to break. The warranty department stated to me "that its a manufacturing problem and they will be contacting you". Its been 2 months and still have not received a call. When I call Jayco they tell me its out of our hands, its a manufacturing problem and I need to deal with them, even though its still under its 2 year warranty

[Sundancer330]

A little more detail may help. I never had to do anything more than call my salesman for any warranty issues. I only had three small issues, sent pictures to salesman, parts sent direct to me, never had to drag TT back to dealer. I couldn't have asked for better service.

[NCMFFD]

We've only had to work with the service department at the dealership for our warranty work so far.
It's only been for quality control items that should have been caught at the factory and the dealership's service dept handled it in a timely manner for us.

[chasfenwick]

Originally Posted by Tiny

Why does Jayco make the consumer deal with the manufacture when something breaks when your still under Jayco's two year warranty? Has anyone else had this problem. Input greatly appreciated

It seems to vary by type of product you’re dealing with. I’ve never seen an actual listing. For example, when my generator was malfunctioning during Jayco’s warranty period, they made me go quite a distance to an Onan dealer (where their “expert” tech said he didn’t know HOW to fix it)!! Whether that would be true for things like A/C or refrigerator or microwave or furnace or HWH, others can tell us. On the other hand, when I had a malfunctioning TV in my new Precept, Jayco replaced it.

[Tiny]

Originally Posted by Tiny

Why does Jayco make the consumer deal with the manufacture when something breaks when your still under Jayco's two year warranty? Has anyone else had this problem. Input greatly appreciated

We were traveling in SE Colorado, middle of no where when my leaf spring broke. So now the frame of the camper is sitting on the tires, making it impossible to pull. So after many phone calls, we found a towing company that came and we were able to pull it back to their shop approximately 30 miles. The nearest Jayco Dealer was 3 hours away. The towing company was able to make the needed repairs, paid by me at a cost of $700.00 and we were able to pull the camper home. I have sent pictures of the leaf spring, the bill, and the towing company has even called telling the warranty dept. the there where cracks in the leaf spring, causing it to break. The warranty department stated to me "that its a manufacturing problem and they will be contacting you". Its been 2 months and still have not received a call. When I call Jayco they tell me its out of our hands, its a manufacturing problem and I need to deal with them, even though its still under its 2 year warranty.

[The Logans]

Never had a problem with Jayco's warranty service. Although, I supposed it depends on the dealer that you're using. We're lucky that our dealer can fix anything.

Most RV manufacturers have gone to the JIT process as far as new build parts go, so they have to order them from the manufacturer of the item or sub-assembly for replacement parts. That really slows down the time it takes for the dealer to receive the parts.

JIT (Just In Time) save a lot of money on the front end for the RV manufacturer for parts needed to build a new unit, but really slows down the process of getting replacement parts.

[Tiny]

I don't think it would be a problem if I had taken it to a dealer, but what are you suppose to do when its impossible to pull without trashing the whole camper to the nearest dealer 3 hours away?

[Sundancer330]

If my problem got stalled out I would talk to my dealer and find out who the rep for your area is. They can usually get a better understanding of the problem than someone who answers the phone at Jayco. I talked to my local rep a few times before making my purchase since I could not get answers from anyone else, he always said call if you have any problems or further questions.

[Tiny]

Did that...He told me its probably a loss cause.

[Sundancer330]

Originally Posted by Tiny

Did that...He told me its probably a loss cause.

Who says its a lost cause, dealer or rep. Sounds like something a lazy dealer would say.

[Grumpy]

Originally Posted by Tiny

I don't think it would be a problem if I had taken it to a dealer, but what are you suppose to do when its impossible to pull without trashing the whole camper to the nearest dealer 3 hours away?

Dealer and or JAYCO should have been contacted immediately to document the failure. Usually JAYCO will then authorize the 3rd party repair as well as reimbursement. Calling them after the repair usually really messes things up.

[Tiny]

Contacted dealer first, who told me to contact Rep, who said it was a lost cause.

[Tiny]

They were contacted before repairs were made. By the towing company and myself. Expained to them that the towing company is charging $30.00 a day for camper to sit in their lot. After 4 days of dealing with Jayco, figured I'd better get it fixed or one of us is going to have a huge bill!!! So instead of it being me, I chose to pay it myself and thank goodness I did, because it would probably still be sitting there after 2 months, since I have yet to receive a phone call from anyone.

[mikefos]

This sounds like a great candidate issue for the Trailer Life magazine column that selectively assists folks w/ these types of issues w/ manufacturers. I would contact them and see if they can help. Sounds like you are being given a major runaround and tried to get it resolved initially.

[Grumpy]

Originally Posted by Tiny

I have yet to receive a phone call from anyone.

Have you followed up? Just like any business sometimes things get lost in the shuffle.

[troutslayer]

Just curious for my own info, what is the year and make of your rv?

[bluegill1]

As Grumpy mentioned, sometimes things get lost in the shuffle. Or sometimes you get put on the back burner behind the guy who has been calling everyday.
Get your dealer who you bought it from involved, they should have at least some interest in getting help for their customers. At the very least they should be able to put you into contact with the right person, A phone call once or twice a day to Jayco is not out of the ordinary, especially if you haven't received a call back. Make sure you document all phone calls, this includes ones where you just leave a message for so and so. I'd start emailing like yesterday. Emails are a "hard copy", its kinda hard to refute unanswered emails when you can easily produce them and show they were sent and went unanswered. It may take time, but remain respectful. Don't be afraid to escalate it to the next level. Keep us posted.

[vcbice]

Just as above, document everything. But, I'd go directly to the home office and bypass the dealer and the local rep since they seem not able to help.

[tschnurr]

Originally Posted by mikefos

This sounds like a great candidate issue for the Trailer Life magazine column that selectively assists folks w/ these types of issues w/ manufacturers. I would contact them and see if they can help. Sounds like you are being given a major runaround and tried to get it resolved initially.

Thanks I will contact them and see what they have to say.

[tschnurr]

Originally Posted by troutslayer

Just curious for my own info, what is the year and make of your rv?

It is a 2017 27.5 RLTS