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Old 01-07-2017, 04:57 AM   #1
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Unhappy Norcold doesn't want to pay

Hello, We have a 2016 Jayco Eagle that we bought just under a year ago. The cooling unit went out on our Norcold fridge. The rig has been at the dealer that we bought it from since this past Tuesday. The dealer is saying that Norcold is being very un-cooperative. They say they have provided all the proper paperwork and photos that Norco has requested, but they are still refusing to ship part. The dealer has told me that they have gotten their manager involved, but still no luck. Has anyone else encounter this kind of problem with Norcold. Our rig is still under warranty. We are staying at a friends house while our rig is in the shop as we are wintering in Florida, and now our home is gone.
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Old 01-07-2017, 05:45 AM   #2
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Think you mean Norcold which is under the Thetford umbrella of products.

Has the dealer contacted Jayco?

That would be actually the 1st step.
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Old 01-07-2017, 05:49 AM   #3
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Yes you are right about the spelling. Thank you and sorry for that. I will be contacting Jayco Monday. I had been giving the dealer a chance to resolve it and they, for some reason, will not contact Jayco themselves. Maybe they are not suppose to, I don't know, but I will do it Monday.
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Old 01-07-2017, 06:00 AM   #4
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Has Norcold provided a reason why they will not send the part?
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Old 01-07-2017, 06:21 AM   #5
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Not to our knowledge. The only info our dealer has given us is that Norcold keeps asking for more info and they are supplying it, but they keep wanting more. I cannot even tell you how many times we have heard the phrase, "I'm sorry" in the past week from our dealer. As nice as that is, we would really just have it fixed. We have had the rig less than a year, so this shouldn't be an issue.
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Old 01-07-2017, 06:31 AM   #6
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If the need is great and the part is not rediculosly expensive perhaps you could order the part on your dime and hash out reimbursement later. Not the most desirable scenario but it may keep you in your rig.
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Old 01-07-2017, 06:38 AM   #7
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At this point, I would consider just parking my tush in the rig until it is fixed. They have it set up right outside the service bay and is connected to electric.
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Old 01-07-2017, 08:10 AM   #8
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The dealer is mucking you a bit... it should be covered under Jayco's 24 month bumper to bumper warranty.. Here is to hoping it is fixed soon
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Old 01-07-2017, 08:12 AM   #9
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Could be a dealer issue. We live in west Louisiana, dealer is in south east Louisiana, we were in hot springs, ar on a trip with major issues with our norcold (leaking out the back during thaw cycle). Sent pictures and video to dealer, new fridge shipped and was at dealer before I even got home. Only had to bring it in for the swap, which took them under 15 minutes. Never unhooked camper from truck. Had issues with the new one too, so I put in a residential fridge and the norcold just fills a hole in my shop now. Either way, I'd bet it's the dealer, not norcold.
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Old 01-07-2017, 08:21 AM   #10
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My dealer gave me the response they got from a vendor and I did not think the response was reasonable. I called the vendor, and the response changed dramatically. My suggestion is that you contact Norcold directly. This is not a criticism of your dealer; but the person directly affected by a decision can sometimes advocate for themselves better than a third party.
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