ATF: Big Country - Warranty Issue

[retsgtrving]

I have made an attempt to contact and get resolved a warranty issue on my trailer with Heartland Factory Reps. which has solved nothing since my calls are not returned. My Dometic fridge stopped working correctly three months after I purchased the trailer. The fridge was worked on several times and finally replaced after seven months. During this time period the trailer was unusable. The trailer is now out of warranty and I have been attempting to get Heartland to extend my warranty for the seven months that the trailer was unusable. I would appreciate any assistance in this matter.

 

[cookie]

Check your paperwork, your Dometic refrigerator may have a two or three year warranty.
You will have to work through your dealer.

Peace
Dave

 

[danemayer]

The trailer is now out of warranty and I have been attempting to get Heartland to extend my warranty for the seven months that the trailer was unusable.

Hi retsgtrving,

I'm sorry you've had problems with the refrigerator and it took Dometic and the dealership so much time to correct the problems. It's aggravating to drop your trailer off at a dealer and wait and wait. Even more so when the repairs don't fix the problem and you have to go back.

I can't speak for Heartland, but I think if you review the trailer warranty (in the manual), you'll probably find a statement like this under the heading of what is not covered by the warranty:

"All consequential and incidental expense such as, but not limited to, loss of time, commercial loss,
loss of use, towing charges, lodging, food, phone calls, inconvenience, bus and plane fares, or
rental charges."

This is what's in mine and it's pretty standard stuff in warranty statements that I've read. I don't know of any time-based warranty that provides time extensions to compensate for repair time.

That said, many people on this forum have experienced what I call an "accomodation" where Heartland covers a repair after the coach warranty has expired. This is not a warranty extension, but is a response to specific circumstances and a desire by Heartland to keep their customers satisfied. If you have a problem over the next few months, it's possible that Customer Service would be sympathetic. Also, many things in the coach, like refrigerator, water heater, toilet, to mention a few, may have warranties of 2 or 3 years. On those, if you have a problem over the next few months, you wouldn't need help from Heartland to get it fixed under warranty.

Finally, let me pass on a suggestion for when you call Customer Service. I find it works better to hold until the rep finishes the call he's on and picks up my call. That way we avoid "telephone tag".

 

[bwwalczak]

Sorry to hear about the refer. I have asked our service folks to contact you.

 

[retsgtrving]

I just got off the phone with one of Heartlands Reps and was told that Heartland will not make any accomodations for me and nothing is going to be covered. I hope this will be useful information for anyone interested in buying a Heartland product.

 

[cookie]

Once again, did you check the warranty on your Dometic?
Mine has a three year warranty.
External items are warranted by the manufacturer, not Heartland.

Peace
Dave

 

[Birchwood]

Your fridge should be under warranty for at least 3 years

 

[retsgtrving]

I do appreciate the input about the fridge, but the issue here is not the fridge, it concerns the fact that the trailer sat for seven months unusable while the dealer attempted to fix the fridge. Now that I have lost seven months of warranty and it has expired I've been told by Heartland that any problems that may occur are not their concern.

 

[cookie]

Thanks for clearing that up. I thought the refer was still an issue.
But I gotta ask, why did you leave your rig at that dealer for seven months?


Peace
Dave

 

[retsgtrving]

The rig was in and out of the shop for the fridge problem many many times. When they said it was fixed I would bring it home plug it in and in the next day or so the fridge quit working again so it went back to the shop again. This went on until Domectic put in a new fridge. All this time I was unable to use the trailer because the fridge never worked correctly.

 

[danemayer]

If the dealer repeatedly failed to fix the problem, and kept saying it was fixed, it sounds like they're the ones who ate up the clock. Have you asked them to make up for it by comping future repairs?

 

[retsgtrving]

Already have a call into the dealer. Waitng on reply.

 

[TravelTiger]

So sorry you had such a bad service experience. I feel your pain, we had issues with our fridge being unreliable on a few trips... so the cooler was our fridge, until we could get it in for service when it was convenient for us. Heartland unfortunately cannot control how dealers interact with their customers, and it sounds like the dealer really dropped the ball on this one. Some folks would have gone around the dealer and talked to Dometic directly to see if I could get a replacement sooner. If someone is unhappy with the way the dealer is handling the work, they can call Heartland directly. They will authorize service at other RV repair facilities, not just HL dealers.

The good news is, the rig is fixed, right? And in Texas, there really is no true off-season, so you can get out there and enjoy it! We went to a state park just last weekend.

The really good news is, you found the forum and lots of folks here can help you through issues you might encounter, and possibly fix them yourself without being at the mercy of the dealer.

Erika

 

[retsgtrving]

After working with the dealership where I purchased my rig, they stepped up where Heartland would not and repaired several items found after my warranty expired. The dealership understood my problem with the fridge and the amount of time it took to fix the problem where as Heartland did not seem to care. I don't want people to think I am using this forum to complain, I just want other people to know about my problem before purchasing a Heartland product. Thanks for listening.

 

[Bob&Patty]

Im sorry you had issues with your fridge...but mostly your dealer. They should have went to bat for you with Dometic after the second repair. Its not HL's fault that the dealer kept your trailer for total of 7 months and did not get Dometic involved sooner. If the fridge in your house was acting up for 7 months would you blame the home builder? HL installs parts from outside vendors, they dont build the parts. HL does not even warranty them. It states that in your warranty paper work. They are warrantied by the manufacturer ie Dometic.

Example, you buy a new car...you have a tire problem. Guess who you need to take it to....yep...you guessed it....the people that make the tire. If they are a "GOOD" dealer they will get it handled for you...BUT...they still have to go through the tire manufacturer for the warranty.

One other question that might clear this whole mess up. Did you, yourself, ever call HL service and ask for their help with the fridge issue after the 1st or 2nd time???

 

[GOTTOYS]

What Bob said..Sorry,the issue isn't with Heartland, it's with the dealer..End of story...Don

 

[guyc66]

After working with the dealership where I purchased my rig, they stepped up where Heartland would not and repaired several items found after my warranty expired. The dealership understood my problem with the fridge and the amount of time it took to fix the problem where as Heartland did not seem to care. I don't want people to think I am using this forum to complain, I just want other people to know about my problem before purchasing a Heartland product. Thanks for listening.

After reading this thread several times I'm still trying to figure out what specifically you want people to know before "purchasing a Heartland product". Are you suggesting people look elsewhere because your dealership wasted seven months fixing your fridge and Heartland refused to extend your warranty that amount of time? I personally would rather know what dealership you are talking about so I stay away from their service department. In my opinion that would be helpful information.......thanks for sharing.

 

[Bob&Patty]

Guy, anyone taking bets on ****??? I got $10.00.

 

[Milton_and_PeggySue]

Speaking of dealer issues.......... do what you can to stay away from La Mesa RV Palm Beach, Fl Service dept. We are still trying (3rd attempt) to get the correct light that was missing when we bought our BC. I don't know if they are overwhelmed with the amount of business they have or if it is a management problem but they appear to be inept at ordering the correct parts. Hopefully, we'll have better luck after reporting the issue to La Mesa RV headquarters. The staff are quite friendly and our salesperson (Casey) is quite competent but the service or parts dept just can't seem to get it right.

 

[Bob&Patty]

Milton, forget the dealer. Call HL service yourself...with your VIN# and I bet they will send you the "correct Light". Cause HL knows what light it came with.