Dutchmen Customer Service

[sundancer 87]

Here's the deal with RIVA

The Recreation Vehicle Industry Association (RVIA) is the national trade association representing recreation vehicle (RV) manufacturers and their component parts suppliers who together build more than 98 percent of all RVs produced in the U.S. An RV is a vehicle designed as temporary living quarters for recreational, camping, travel or season use. RVs may be motorized (motorhomes) or towable (travel trailers, folding camping trailers and truck campers). Off-road vehicles are not included in the RV definition.
Headquartered in the Washington, D.C. suburb of Reston, Virginia, RVIA is a unifying force for safety and professionalism within the RV industry and works with both federal and state government agencies to protect the interests of its members.
A clearinghouse of industry facts and information, RVIA also provides free materials to consumers and other publics about RV travel and camping and actively works with the media nationwide to educate the public about the benefits of RVing.
RVIA maintains an inspection program to monitor compliance of the plumbing, heating, fire and life safety, and the electrical systems of the RVs manufactured by its members in conformance to the ANSI/NFPA 1192 standard for RVs. RVIA also provides an on-going Federal Motor Vehicle Safety Standards (FMVSS) education program for its members.


Does this smack of the rabbit and the carrot patch or not?

[franktafl]

Originally Posted by BYTchick

Exactly. When we checked into the lemon law, we were told the same thing. They're allowed so many attempts to fix the problem. So I guess we were supposed to leave our brand new camper ~21 days after purchase~ for MONTHS over at Camper World waiting to be fixed. While tick tock, the warranty is disappearing? I don't think so.

I don't think MONTHS would be a reasonable amount of time for a warranty repair (although, I had the same issue when I got my slides repaired). I would give them a time limit to get the repair done. The last time I was at CW, they told me they had a wait time to do repairs and that was probably two months. They keep getting busier and busier.

[BYTchick]

Originally Posted by lcv800

Heart goes out to you. A lot of cash laid out. I agree with the previous posts; don't give up. Perhaps CW general or regional manager can help you with a trade-in/upgrade. If not, try a different RV repair facility, like General. Sometimes you get more personal and better service at a small, private dealer/repair facility as opposed to "big box" dealers. It may be worth the drive for you to travel and find one. I too was surprised that warranty work isn't performed like it is on autos, where some dealerships won't even work on an RV they didn't sell, let alone the poor quality and number of hoops you have to jump thru. For what it's worth, it doesn't matter what brand you buy (within the same reasonable price), there are good units and lemons. Probably more good than lemons, you just don't hear about them. They all have some issues, especially when you figure that they aren't built like houses, yet we drag them all over, on and off road. Things will always loosen, break, or leak. You just have to stay on top of them, otherwise in 6 months you have a piece of junk; especially with leaks. Thankfully we were lucky, as our 3990 is 3 years old, lived in full time six month each year, and has 14,000 miles on it with no major issues other than those I created (don't want to hex myself). Keep up the good fight, and good luck. You have a bunch of people on this site that will help you resolve most any issue. Worst case, drive out to Aaron's place, he can fix anything!!
Rusty

Thanks for the support. This whole mess started with a conversation about vacationing out west and ended up with the purchase of our little lemon from CW. We decided to go with Camping World because they're nationwide. So if we had any trouble while traveling we'd have options. Oh what a joke, right? So naive.
Sometimes I wish we'd bought local since CW is a 170 mile round trip. I've never thought about getting it fixed somewhere else under warranty?
So glad you haven't had these problems. We've talked to so many people at campgrounds who are shocked by our problems. So that gives me hope that there are still good ones out there.

[BYTchick]

Originally Posted by franktafl

I don't think MONTHS would be a reasonable amount of time for a warranty repair (although, I had the same issue when I got my slides repaired). I would give them a time limit to get the repair done. The last time I was at CW, they told me they had a wait time to do repairs and that was probably two months. They keep getting busier and busier.

IKR That's CW's biggest problem. Huge inventory and sells, but a tiny service dept that can't keep up with the warranty scam.

[BYTchick]

Originally Posted by sundancer 87

Here's the deal with RIVA

Does this smack of the rabbit and the carrot patch or not?

YES! So wrong.

[Brown Lantern]

Originally Posted by sundancer 87

Here's the deal with RIVA...Does this smack of the rabbit and the carrot patch or not?

Yes it does.

Originally Posted by BYTchick

Exactly. When we checked into the lemon law, we were told the same thing. They're allowed so many attempts to fix the problem. So I guess we were supposed to leave our brand new camper ~21 days after purchase~ for MONTHS over at Camper World waiting to be fixed. While tick tock, the warranty is disappearing? I don't think so.

The laws need to be changed. I can't get political because of the rules here but our government is bought and paid for by major corporations and lobbyists and for the people that don't believe it..you must not be paying attention.

[franktafl]

Originally Posted by BYTchick

YES! So wrong.

sounds more like a large "club" than an organization that has anything serious to do with the quality of an RV.

Their meetings are probably just glad handing and back slapping fests.

[sundancer 87]

Originally Posted by franktafl

sounds more like a large "club" than an organization that has anything serious to do with the quality of an RV.

Their meetings are probably just glad handing and back slapping fests.

Not an organization Frank but an ASSociation.

[Brown Lantern]

You folks need to read back issues of RV Business Magazine Reading this magazine has been an eye-opener for me.

[snakebitten]

Well, my early reply (the first) was partly because I didn't want your heartfelt post to go response-less! I should have known better.



Still, although I have great respect for the "fight" and "don't give up" advice, for me it is still about stopping the leaks, OR dumping the purchase. If you can't tell, I'm probably the posterchild of "results oriented". Lol



I wanna RV! And I'm NOT going to let this pathetic state of the industry deny me pleasure.

Don't get me wrong, I am a man of principal. And when I was younger I had the stamina to fight for the justice of the situation. I still fully support those that choose to. But I'm worn out and outnumbered.

These days it's all about a great cup of coffee, sunsets and sunrises, and my kids & grandkids. Neither the Television, Radio, News, .........or this crazy RV industry is going to steal my joy!

If you were my neighbor, I'd climb on your roof and fix it myself. Then we'd go camping together and put CW behind us. Lol

[franktafl]

Originally Posted by snakebitten

Well, my early reply (the first) was partly because I didn't want your heartfelt post to go response-less! I should have known better.



Still, although I have great respect for the "fight" and "don't give up" advice, for me it is still about stopping the leaks, OR dumping the purchase. If you can't tell, I'm probably the posterchild of "results oriented". Lol



I wanna RV! And I'm NOT going to let this pathetic state of the industry deny me pleasure.

Don't get me wrong, I am a man of principal. And when I was younger I had the stamina to fight for the justice of the situation. I still fully support those that choose to. But I'm worn out and outnumbered.

These days it's all about a great cup of coffee, sunsets and sunrises, and my kids & grandkids. Neither the Television, Radio, News, .........or this crazy RV industry is going to steal my joy!

If you were my neighbor, I'd climb on your roof and fix it myself. Then we'd go camping together and put CW behind us. Lol

Your wisdom is beyond your years and I agree with you (for the most part) but I am afraid de-lamination is more serious than the back yard fixer-upper can handle (me included). I agree that they will loose serious RV time and CW are a bunch of monkeys attempting to have s_x with a football. BUT, that being said. There MUST be something that they can do in the meantime. I would ask my selling dealer for a "loaner" and let them keep it as long as they needed it. But, that's me!

[snakebitten]

I mentioned earlier the delamination was where I drew the line myself. (earlier post)

That's permanent damage, in my opinion. Or another way to put it, is I don't expect people that already don't care enough about my leaks to go up on the roof and seal them up properly, to then go do the extensive repair that I imagine delamination requires.

Thus my remark that I, ME, would dump it and then fight to not let the bad luck poison my gut.

Although I have been quite wordy in all this, all I can really offer is that I am BUMMED that you are having this experience, rather than the awesome experience that RVing actually affords.
I've been lucky. 3 RV's with no leaks. From the factory, that is. But I learned on this forum a long time ago that leaks are the ultimate threat to an RV. Successfully win the war against water and you are very likely to have an RV that can be kept functional in other aspects.

Again, I wish you the best of luck. Really.

[BYTchick]

Originally Posted by franktafl

Your wisdom is beyond your years and I agree with you (for the most part) but I am afraid de-lamination is more serious than the back yard fixer-upper can handle (me included). I agree that they will loose serious RV time and CW are a bunch of monkeys attempting to have s_x with a football. BUT, that being said. There MUST be something that they can do in the meantime. I would ask my selling dealer for a "loaner" and let them keep it as long as they needed it. But, that's me!

I actually agree with both of you. My husband is a quiet man. Retired military and just over 2 yrs from retiring from federal corrections. He's seen lots of stuff in his lifetime. And I don't think I've ever seen him quite so angry as he was that day at CW. There were 5 men in that tiny office waiting for him to go postal. I could even hear him from the ladies bathroom where I was trying to pull myself together. LOL When we left there, we both agreed not to let that happen again over a material item. That's where I agree with Snakebitten. Life's too short for that crap. The anger can fester. Meanwhile...we got screwed and need to figure out what to do.

I REALLY appreciate all of your advice. We've felt very alone in this mess. A service dept guy took pity on us and assured us that he had a guy who could build it better than the factory. So we left hopeful. And then we had the 2nd leak. Then it sat on the lot at CW for a month with no repairs. I just hope it gets fixed. We probably will trade it in, because water damage is the kiss of death, right? Delamination is scary stuff. It's just sad to find out how screwed up the RV industry actually is!!! Plus, we're mad at ourselves for being so ignorant about it. My parents have a Phoenix Cruiser and have owned many others over the years. So all of this chaos wasn't even on our radar.

[dougs2]

For what it's worth, we camp with friends that have a Grand Design Momentum 43' toy hauler. Within the first few months he experienced delamination, his dealer said they wouldn't attempt to fix it but made arrangements for them to take it back to the factory in Indiana, with an appointment date for drop off and expected finish date for pickup. Only catch was they had to deliver it and pick it up on their dime, warranty covered the work and it all went as planned. Not sayin CW would do this for you but wouldn't cost anything to ask. So sorry this is happening to you!

[sundancer 87]

Originally Posted by BYTchick

I actually agree with both of you. My husband is a quiet man. Retired military and just over 2 yrs from retiring from federal corrections. He's seen lots of stuff in his lifetime. And I don't think I've ever seen him quite so angry as he was that day at CW. There were 5 men in that tiny office waiting for him to go postal. I could even hear him from the ladies bathroom where I was trying to pull myself together. LOL When we left there, we both agreed not to let that happen again over a material item. That's where I agree with Snakebitten. Life's too short for that crap. The anger can fester. Meanwhile...we got screwed and need to figure out what to do.

I REALLY appreciate all of your advice. We've felt very alone in this mess. A service dept guy took pity on us and assured us that he had a guy who could build it better than the factory. So we left hopeful. And then we had the 2nd leak. Then it sat on the lot at CW for a month with no repairs. I just hope it gets fixed. We probably will trade it in, because water damage is the kiss of death, right? Delamination is scary stuff. It's just sad to find out how screwed up the RV industry actually is!!! Plus, we're mad at ourselves for being so ignorant about it. My parents have a Phoenix Cruiser and have owned many others over the years. So all of this chaos wasn't even on our radar.

Could you give us a photo of the delamination?

[snakebitten]

Originally Posted by dougs2

For what it's worth, we camp with friends that have a Grand Design Momentum 43' toy hauler. Within the first few months he experienced delamination, his dealer said they wouldn't attempt to fix it but made arrangements for them to take it back to the factory in Indiana, with an appointment date for drop off and expected finish date for pickup. Only catch was they had to deliver it and pick it up on their dime, warranty covered the work and it all went as planned. Not sayin CW would do this for you but wouldn't cost anything to ask. So sorry this is happening to you!

Don't know much about Grand Designs, but I THINK I have seen it mentioned here they are a tier up from the typical Thor\Dutchman....or Forest River spectrum of brands? And with a quick google, that model you mentioned is $75,000 USED!

I certainly could be wrong, but there probably IS better recourse for customer issues with that RV than one of typical little TT's that many of us discuss here.

But it would be awesome if it were actually possible as a LAST resort, that we all had warranty work available to us AT\BY the manufacturer! Might be incredibly inconvenient, but it would address situations like this.

[BYTchick]

Originally Posted by sundancer 87

Could you give us a photo of the delamination?

Sure! Here are a couple of pics of a few spots. I also attached a pic of the interior light that was leaking water.

[Brown Lantern]

Wow! Normally delamination that bad so soon after manufacturer is only seen in the front cap. Do you have a pic of the roof, windows or upper trim? Don't see how it could have much, if any, sealant on it. I understand your desire to trade but be prepared to get an offer that is near nothing. Have you sent pics to Dutchmen customer service?

Sent from my KFGIWI using Tapatalk

[Brown Lantern]

You could also try this:

www.usa.gov/consumer-complaints/

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[BYTchick]

Originally Posted by Brown Lantern

Wow! Normally delamination that bad so soon after manufacturer is only seen in the front cap. Do you have a pic of the roof, windows or upper trim? Don't see how it could have much, if any, sealant on it. I understand your desire to trade but be prepared to get an offer that is near nothing. Have you sent pics to Dutchmen customer service?

Sent from my KFGIWI using Tapatalk

The service dept guy said we need a new roof, but he couldn't get Dutchmen to approve the warranty work for it. When our Dutchmen case file manager called us, she thought there was only one leak that was fixed 5 days after purchase. She didn't realize there was a 2nd leak. By the time she called us we'd already picked it back up from the service dept cause we were tired of waiting. Since then the whole passenger side is delaminating. It started out as maybe 3 spots. Looks like they cut the side to test them. Now there's probably 20+ bubbles. Anything emailed to Dutchmen got no response.