Keystone Warranty - What A Joke!

Lantley wrote:

ktmrfs wrote:

Lantley wrote:

proxim2020 wrote:
Seems a lot of people are missing the point. Keystone denied the claim because they found that the damage done to this 6 month old toilet was normal wear and tear, which is a bit appalling. Keystone never denied the claim because they felt the claim should be filed with the toilet manufacturer. Keystone doesn't appear to be operating under this premise in this case according to the statements and actions.

The warranty for the toilet may very well indeed rest with the manufacturer and Keystone may have no obligation to replace the broken parts. However, from a customer service stand point they would be better off de-escalating the situation by covering the small costs associated with the repair and saving a customer's warranty experience.

This morning I had no obligation to slowdown, put my 4 ways on, and help a struggling semi merge into traffic. I clearly had the right of way and could've easily zoomed right past him. I didn't do it because I was obligated to, I did it because it was the nice and courteous thing to do.

There's plenty of cases out there where manufacturers have covered components that have their own warranty. I've even seen where manufacturers have stepped up to the plate to cover issues caused by the operator. Those are the types of companies I want to do business with. Not someone who's going to fight me tooth and nail over such a small issue. If Keystone offered parts only from the jump then that would be one thing. At least they were trying to help out. But both the OP and the dealer had to fight just to get to that point.

Keystone is not in the business of goodwill or being nice.
Their decisions are driven by profit. They are part of a large conglomerate driven by profit.If they can avoid paying a warranty claim they will.

well, sort of on "the not in business of goodwill."

Part of the equation in maximizing profit is satisfying customers. So, therein falls the warranty policy. Having worked for a large company with a reputation of products to solve customer design issues, warranty satisfaction was a noticeable driver in customer satisfaction. Develop a policy customers understand, and be willing to go out of the normal when issues arose,helped us keep high profits and high customer satisfaction.

Keystone (actually Thor) gets to decide how strick or loose they are on warranty, and let the results flow, good or bad for profits.

I don't disagree with you, however this is the RV world. Remove those rose colored Lenses.
All they care about is profit. Repeat business is secondary, reputation is not a real concern. Decisions are made based on the beans that are counted. The RV world is very shady, In the end it survives on the PT Barnum theory. A newbie RV'er will walk in the door believing the RV industry is reputable. They will eventually find out all the dirty little secrets, but by then the damage is done or more importantly the warranty has expired.

And also by then 1 out of 3 buyers is a newbie that just bought another new one. Rinse repeat.