Forum Discussion

bowler1's avatar
bowler1
Explorer
Mar 08, 2019

Open Range Warranty Service???

Hi,
I bought a brand new 2018 Open Range 5th wheel. The first month or so it was back in the shop for the brakes to be replaced (did not work at all basically)

Now it is in the shop again for a cracked side near a slide out, a malfunctioning slide out and a few other things. A bit frustrating for a big investment less than a year old.

My bigger issue though is that it took 6 weeks to get an appointment at a dealer for repair. I dropped it off and it has now sat there for 3 weeks without being touched.

I dropped it off at a dealer I did not buy it from. They already have asked me whether i bought it from them which clearly is an issue to them that I did not.

I kind of get it that they want to serve their customers first, but I did make an appointment and wait for it. And I may be a potential customer in the future.

I am concerned because whenever they do get around to looking at it I will then have to wait for approval from the company for the warranty work, parts to be ordered, work to be done, etc.

Is this typical?

I had a similar experience last year at a different dealer getting my travel trailer fixed (not under warranty)

What's the point to buying a super expensive rig only to have it broke and unable to get it fixed and actually able to use the factory warranty that was the reason for buying new in the first place?

I can take it back to the dealer I bought it from but I already wasted 9 weeks and an hour each way to drop the thing off. The dealer I bought it from is over 3 hours from me.

Is it typical that you cannot get warranty service at a dealer unless it is the one you bought it from?

What's up with this?

thanks
Matt

Matt
  • shepstone's avatar
    shepstone
    Explorer
    Mar 11, 2019
    Bob Sue wrote:
    Go to the Open Range owners forum, ask who to get a hold of at the factory. You can call and explain your situation and they may be able to help. Also have heard Learch RV is very good even helping if it wasn't purchased from them.

    X2, great bunch of people at the O.R Owners forums.
  • Campinghoss's avatar
    Campinghoss
    Explorer II
    Mar 09, 2019
    I purchased my OR from a dealer two hours away but there were only two dealers in my area. I am fortunate that I have not had any problems what so ever with anything major. My only frustration was during my pdi I found the topper over my kitchen slide was torn due to being left open on the dealer lot. The dealer said no problem I will replace it. He did replace it. Once I got it home and went over it with a fine tooth comb again I found he had put a topper on it what was 6 inches too short on each side. That proved to me he had no morals to try and pull that over me. I called him to complain and he would not return my calls. So I emailed Highland ridge and can only say WOW. They have sent replacement topper to another dealer and I can only say that I am very happy with the results. If I were you I would e mail Highland ridge and state your problem.

    It is not my nature to bad mouth anyone so I will not name the dealer.
  • Rwake901's avatar
    Rwake901
    Explorer
    Mar 08, 2019
    I would definitely complain to the manufacturer. Summer will be over before you get to use it.
  • Bob_Sue's avatar
    Bob_Sue
    Explorer II
    Mar 08, 2019
    Go to the Open Range owners forum, ask who to get a hold of at the factory. You can call and explain your situation and they may be able to help. Also have heard Learch RV is very good even helping if it wasn't purchased from them.
  • schlep1967's avatar
    schlep1967
    Nomad
    Mar 08, 2019
    You said you bought it 3 hours away, so I'm guessing Learch RV. It it was, you should have went back there. They are worth the drive. Call them and ask them when they can get you in.
  • Nv_Guy's avatar
    Nv_Guy
    Explorer III
    Mar 08, 2019
    Yes it is typical, you are lucky the non selling dealer even accepted your coach.
    Reason for this is do to several factors.
    First its very difficult to find RV technicians, so that resource is limited.
    Warranty work is costly to the dealer, as manufacturers don't necessarily cover all costs, customer pay work does. Again, only so many service hours available.
    A smart dealer expects to have units come back for warranty work so out of the profit he (hopefully) made from the sale of the coach, he sets some aside to cover future warranty costs. Since you bought elsewhere there is no profit to offset your warranty costs, so the dealer has little incentive to put your coach at the head of the line.
  • MFL's avatar
    MFL
    Nomad II
    Mar 08, 2019
    I think it is typical that you will wait longer, than if you went to selling dealer. You may end up with with good results/or not. I would consider contacting the manufacturer, or check with selling dealer, to see if they could get you in/out sooner. A manufacturer can authorize warranty service at an independent repair, which may be another option.

    In any case, the warranty for an RV is not like your truck...it just sucks, unless you get lucky and have an exceptional dealer.

    Jerry
  • Lwiddis's avatar
    Lwiddis
    Explorer II
    Mar 08, 2019
    “I kind of get it that they want to serve their customers first,”

    That’s the way it is and when Spring gets close, they’ll take paying customers before you.

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