Forum Discussion

ed-myrna's avatar
ed-myrna
Explorer
Sep 16, 2013

Keystone Parts Delivery

Well I just have to tell this story: I bought a new Cougar "Hight Country 317S this past spring. The first time I had to dump the tanks I got drowned with you know what. Yes the valves were all closed. I thought that something may have been stuck in the valve so I worked them back and forth and it seemed reduce some of the problem the next time. But I always would have about half a 5 gal pail dump out every time I dumped. So I took it to the local dealer, they decide the valve is faulty and order a cable operated valve Aug/13 the next week they call and book me in to have the valve changed and once they are into the job they find the tank faulty. They order another black tank Aug/21 and it came in Sept/4 the trailer was suppose to be ready this past friday Sept/13. When I went to pick up the trailer they tell me the new tank is faulty and wouldn't seal at the outlet, so they have to order another tank and it's likely to be another two weeks before I see my trailer back. My dealer has done all he can do but I'm not happy with the time it takes Keystone to get the part out to the dealer. By the time I get my trailer I will have been without it for a Month and a half.
  • B_O__Plenty's avatar
    B_O__Plenty
    Explorer II
    Sep 17, 2013
    First thing anybody should add to ANY new trailer before using it is a spin on valve right where the sewer hose connects. No more surprises! Should be standard equipment on a new trailer.

    B.O.
  • LostinAZ's avatar
    LostinAZ
    Explorer
    Sep 17, 2013
    The size of Keystone and all its brands should allow them to carry a fairly high quantity of common parts in stock for immediate shipment to dealers. To not do so is an abuse of their dealers and customers.
  • richfaa's avatar
    richfaa
    Explorer
    Sep 16, 2013
    The Keystone service center does not keep a large inventory of parts .What is there are mostly common parts that the service center uses on a daily basis. we have seen the parts order system in action. Dealer orders part. Keystone service center gets the order. keystone orders part from vendor. Example Keystone does not have holding tanks in stock they order from the vendor which is nearby. Vendor sends the part to Keystone service center, service center sends to you dealer. From the dates you provided you got the parts fairly fast.

    When the dealer orders parts the order invoice should be given to the customer so that we know that it is ordered. It is by Computer. If the dealer orders it the service center gets it that day.
  • goducks10's avatar
    goducks10
    Explorer
    Sep 16, 2013
    Those are the main reasons I bought my 5'er from a manufacture that is in the same state and the same reason I will buy the next in state as well. I know it's impossible for most to do that, but it came down to Northwood or Forest River, both of which have plants in Oregon. I had a Heartland TT before the 5'er and during PDI the dealer showed me a crack in the table top. Said they would order a new one. It took 3 deliveries to finally get it right. Wrong color, wrong base and one still had a crack. We finally put one of the new tables on a base from one of the ones that came on cracked. That was a minor issue in my book, but an example of what could happen. It cost more to ship the tables than it would've to buy one. Biggest issue was that Heartland couldn't seem to get it right. Dealer even sent pics. That minor issue could've been a much bigger issue as was the OP's.
  • dahkota's avatar
    dahkota
    Explorer
    Sep 16, 2013
    I was kind of down on Keystone for the time it takes for parts (new table top - 6 weeks) but then I figured out that my dealer would wait until the last minute to order parts which is why they took so long. For example, brought the tt in around 8/8 for pick up on 8/26 for entertainment center repair. On 8/26 I was told they ordered the part and it wouldn't be there until at least 9/20. This wasn't the first time this happened - it seems they let all the work wait until the last minute and giving customers an appointment date has no relation to when they actually do the work. I had the same experience at another local dealer with the Jayco I owned. We put the tt in for service, called back two weeks later for an update, and was told they were just getting it into the shop. It also would sit for two weeks before they did anything. I truly believe it is a dealer rule to move slow to keep customer expectations low.
  • TucsonJim's avatar
    TucsonJim
    Explorer II
    Sep 16, 2013
    My 2008 Keystone Cougar spent it's first nine weeks in the shop for repairs. Quite a bit of that time was "waiting on parts". During the first year of ownership, it spent 3-1/2 months in the repair shop.

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