Warranty work refused

[dubob]

Life’s little experiences can bring sadness or joy. I had one yesterday that ended on a happy note – at least I hope it did and will be in the future. It’s regarding the warranty service on my new (yes new) 2011 Lance 992.

I bought the unit from Bozeman Ford & RV in Montana. I was going to buy a 2 or 3 year old used unit, but when I found this unit at not much more than a used one, I bought it instead. I knew Lance had a dealer in Salt Lake City, UT about 40 miles from home, so I wasn’t worried about having a resource for the warranty service. Little did I know.

The first issue under warranty was the Jensen radio/CD player doesn’t want to work when it’s cold. I called the SLC dealership to see about getting a replacement. I explained where I bought the unit and why. Their service department told me I would have to take the issue back to Bozeman, MT because I didn’t buy it from them and they had no interest or desire to do warranty work on a unit that wasn’t purchased from them.

I called Bozeman RV and talked to the manager and explained the situation to him and how driving 700 miles (round trip) wasn’t going to happen. He had his Lance regional sales rep call me and he relayed my complaint directly to Lance. Lance called me yesterday and I explained the situation. The Lance rep was very accommodating. He is shipping me a new replacement radio which I will install. And if I need warranty service in the future, I’m to call Lance direct and they will intercede with the dealer for me to get the needed service.

The sad thing for this SLC dealership is the fact that I will not ever choose them for any kind of service or parts in the future (except warranty work) and they have lost a potential customer. I will also not recommend there business to anybody who asks me for advice about service work. I would think that the SLC dealership would want to establish a good relationship with any and all Lance product owners. But apparently that is not the case.

If your travels will take you through Utah with a new Lance product and you find yourself in need of some warranty work, I sincerely hope you will be treated better than I was.

[troll3193]

call me crazy, but they seemed to have " lost a potential customer."

when you traveled 700 miles away to another dealer to buy something you could have bough locally..

Not justifying their decision,but understand it...

Bryan

[MTRhino]

I can't imagine them refusing to work on your camper. Do they have any idea how many snowbirds go through SLC on the way south that may need warranty work or non-warranty work? Hope the repairs work out for you.

[jimh406]

Sounds like a sales only dealership. On the plus side, they probably wouldn't do good work if you ever tried to use them, so it is good to know what they think about service/warranty work.

But, Lance seems to have done exactly what was expected!