Warranty Item Approvals

[TomS]

New to Montana with a 2021 3121RL. Returned to dealer for repairs within first 3 weeks for warranty repairs. When I went to pick up no repairs had been completed. Tells me that Keystone has to approve first.

Is this normal for all warranty repairs?

I would think things like a non functioning tail light, missed it on PDI, would not need approval on brand new unit.

[AZ Traveler]

Tom,

I did not experience that. It likely has a lot to do with the dealer. Some may want to avoid any risk of not getting paid by always getting approval upfront. The approval is generally no more than a phone call unless the issue is really involved.

Parts tend to be the long pole. My dealer has limited storage and wants to get you rig off the lot quickly. They try to coordinate parts before bringing the rig in.

It is a lot easier to coordinate once you get out of warranty.

[Montana Man]

The dealer should have informed you of the process. They should have swapped a tail light regardless of approvals. I would be leary of their service department.

[DQDick]

Most if not all of these problems tend to be the dealer. I would give Keystone customer service a call and see if a case has even been opened for you.

[JDDilly]

I agree, it is most likely the dealer. I had my MHC in about a month ago. The dealer sent the request to keystone and had approval the next day. Repairs were made and I picked it up the next day. 3 days total.

[WeBeFulltime]

Another problematic DEALER. I never had to leave any of our 3 Montana fivers at the dealer. Can only think of 1 item in 10 years that needed pre approval andmy dealer had it already when I arrived.

[1retired06]

Agree, dealer not proactive. Our dealer service department has routinely gotten over the telephone approval for warranty work, even once sending photos electronically to Keystone for documentation. My opinion, dealer service depts dont like warranty work because Keystone provides funding levels not profitable, and dealer would rather have his bays full of non-warranty work where he can bill whatever hours he wants. And just like WeBeFulltime, we have never left our rigs parked at a dealer location. We take it in, they inspect, order the parts, and we bring back when parts are in and ready for installation.