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Old 06-18-2018, 12:15 PM   #1
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Help Please! Warranty service taking forever!

I could use some guidance from the sage readers of this forum. How do I move my local Camping World location forward in getting my unit repaired and returned under warranty? 7 weeks in their service bay, 7 weeks!

Here's the story. In April we purchased a new 2018 29ME from Camping World in SLC Utah. The purchase process was as painful as expected but it all came together in the end. We took the unit on a shakeout run down to Las Vegas and found a rather serious list of issues:

1. Rear A/C not blowing cold air
2. Garmin unit wouldn't come on half the time and when on wouldn't hold the Bluetooth connection
3. Water heater stopped working on the last day
4. Staple popping up under the flooring in the main dining area
5. CO2 alarm going off and wouldn't reset
6. Misc. other items

I did the following to ensure I fixed what I could:

1. Checked all A/C fuses etc and no cold air on shore power or generator. Diagnosed by CW as a bad compressor and needed to be replaced. They would have to contact Jayco for permission.
2. Spent way too much time downloading Garmin firmware updates for both the head unit and base unit. CW said they encountered the same issues and would need Garmin to replace it.
3. Checked water heater breakers etc. no good. CW said a wire came loose in the panel and fixed.
4. Contacted Jayco and got permission to replace the flooring.
5. Disconnected sensor and let it rest then reassembled. Didn't go off again. Good luck on the CO2 sensor.
6. Much of the other stuff was fixed.

I took it into CW on May 3. Today is June 18. Still awaiting flooring, A/C, and Garmin unit. The numerous calls into CW were answered with "waiting on Jayco" and the call into Jayco was "waiting on CW". Finally, I have a date for the flooring to arrive but no update on the other stuff.

What should I be doing to get this resolved? Any suggestions???

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Old 06-18-2018, 12:34 PM   #2
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What can you do, it is at CW. Having repairs done in full season is kind of having a ray of luck. If you depend on service at dealers even for warranty repairs it is better to schedule in the off season. But if it is a warranty issue have it duly noted by the dealer.

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Old 06-18-2018, 12:46 PM   #3
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I have this problem with Camping World..their service needs to step it up a bit. I got my unit back, but it is still awaiting parts to come in. What is odd, is that if I want to repair something on my own and Jayco approves it and sends me the part directly, I get it within a few days. Not sure why CW takes weeks for things to arrive. Makes me think about starting a company out here in the west somewhere doing warranty and service work for Jayco. Bet my work would be 10 times better than the crappy work CW puts in.

What sucks here is that if Jayco would just put quality over build speed, these units would not be coming back for service as often. I cant see how spending an extra few man hours (not actual time hours, man hours) to do the job right the first time and perform good quality checks can cost them more than how much it is costing them to pay for the warranty work to redo it all after the fact.
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Old 06-18-2018, 05:02 PM   #4
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Read all the threads on here about Camping World and their service or lack of and you will get your answer.
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Old 06-18-2018, 09:12 PM   #5
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Thatís too long for you to wait during camping season, though itís the busiest time for them. Since you live so close to the dealer and it seems the serious issues other than the rear AC have been solved, why not just pick it up and use it. Tell them to give you a call when the parts come in!
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Old 06-18-2018, 09:32 PM   #6
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When I had some warranty work that needed done, I took my trailer to CW as they are only 6 minutes from mu house.
After a week and they confirmed looking at the issue and needing parts. I waited a week. Then I called and asked when they were expecting parts? They said they were waiting on Jayco. I called Jayco and gave them my VIN number and told them my trailer was at the Harrisburg CW and did they get the parts request. Jayco said no. I then drove over to CW and asked if I could see the order request for my parts that was sent to Jayco. AMAZING..... They couldn't seem to locate it. I then spoke with the manager and asked to see the service order for the parts. He talked to a couple people and it seemed no one could find it. (No wonder Jayco didn't have it). Manager said he would have another request sent to Jayco (yeah, sure)
3 days later, I called Jayco and they confirmed they did have it and told me the parts would be sent out the next day. CW had it 2 days later.
Then CW seemed to have trouble finding time to get my trailer back into the schedule to fix the issues. All in All.... It took 3 weeks.
So.... It wasn't Jayco. It was CW that dropped the ball. So as far as CW..... SNAFU!

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Old 06-18-2018, 09:36 PM   #7
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I’ll say it over and over again. Jayco will only ever be as good as your dealer!

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Old 06-19-2018, 10:15 PM   #8
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Originally Posted by Fmaylett View Post
What should I be doing to get this resolved? Any suggestions???
I got nothing except the suggestion to be a Squeaky Wheel.

Call CW local, call regional, drop Marcus a line.
Post over on rv.net and see if their CW reps don't jump in.
Call Jayco.

Call your local CW management.

I really think that you're going to be waiting a long while unless you really make a stink. You don't have to be rude, but you do need to let EVERYONE know that you're not going to sit by idly when your $100K purchase isn't usable.

I worked Front Desk in a very, very nice hotel.
And can tell you that even if we were booked, if you threw a fit in the lobby, we'd find you a room.
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Old 06-20-2018, 07:15 AM   #9
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I dropped Marcus a line he could of cared less, never responded.
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Old 06-20-2018, 08:23 AM   #10
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Get Jayco to authorize a mobile tech to do this for you...problem solved.

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