By Betty Abramson
On November 10, 2010, we had our refrigerator serviced for the Norcold recall issue. Then on November 26, 2010, our refrigerator stopped working. The code told us we must have a service repair person fix the problem. Since this was the day after Thanksgiving, and we were in the middle of North Carolina in a campground, we could not find a dealer that was open. Even calling Norcold was not an option because they were closed also. We finally found a mobile RV repairman who came to the park and looked at the refrigerator. He finally determined that the problem was the mechanism “recall fix” that had been installed on November 10. We had no way of fixing the fridge until we could get to a qualified dealer who could order the part. The service call cost us $122.50. After losing all our food, we simply did not use the fridge until we got home.
Once home, we worked with the dealer where we bought out fifth-wheel to get the new part. As it was, the part did not arrive until early January. We have spoken with Norcold without success about getting reimbursed for the $122.50. Their only response is that we did not use a qualified/registered repairman. Not being satisfied with that response, we were told to send an e-mail to Norcold explaining the situation. An e-mail was sent on 12/21/10 and to date we have not received any response. We understand the issue about having a qualified repairman do the recall fix, but we had no idea the problem was the recall box. If someone from Norcold had been available to help us on Novenber 26, the situation may not have occurred. In the end we did lose the contents of the fridge, but until we figured out the problem, we were trying to not be confronted with that problem.
We would like to be reimbursed for the $53 service charge and the 122.50 for the service call.
James and Sharon Gregory
Anna, Texas
Response:
February 14, 2011
Dear Mr. and Mrs. Gregory,
We received a letter on your behalf from Highways/Action Line regarding service to your Norcold refrigerator. In it you included a copy of an e-mail that you had sent to Norcold. Upon investigation, we regret that we never responded to your concerns. The details included in your correspondence to Action Line were helpful to us in documenting and investigating the issues that you raised.
We would like to extend to you reimbursement for the service charges of $53 and $122.50 that you incurred as documented. We will be sending you a check in the amount of $175.50.
Sincerely,
Tammy Eberhart Customer Service Administrative Assistant
Read more Action Line letters or submit to Action Line for assistance.
Roy Drewis
I also have had problems with the Norcold frig in my 2010 Montana. My dealer has been very helpful. The problem I have with some of these problems; is the fact that Norcold has had some of the same issues as far back as 2000 relating to the same updates they have done way back then. I would think 11 years later they would have this problem taken care of!!! I now have the high limit thermo out. That item was updated once already 4 or 5 months ago. As I told the Norcold service rep the other day( as long as you people have been building these these products; I would believe that you should have the problems solved and I felt that their quality control needed to be addressed. I’m sure it went in one ear and out the other. He said he’d mention it at one of the next meetings. Will or will he not??? They evidently don’t pretest the units but instead believe we as customers are the testers. I feel sorry for the dealers having to put up with these on going problems. It’s not the dealers fault, it’s what he manufacturers continue to buy when they build the rv. Maybe the rv manufacturers need to find a more reliable product if they want to charge more for their product
We still go to many rec show and view the many different brands and models. The one thing that I have taken notice to in the newer rv’s is the quality is not like it was. Even as the price of the units continue to increase; the quality decreases.
Guess I’ve vented enough for now. Maybe some one will pass this on to the manufactures in hopes that some one will take these issues to heart.
Pete Walls
I agree with the comment about the service degenerating to practically none.
A reputable company that had serviced the unit (to repair other safety concerns that they were responsible for) would have automatically cut a check to cover the cost of the repairs, inconvenience caused and the food that was lost. Basically the recalls are to cover their liability, as I would think a company that manufactured an electronic device that could catch on fire would be on the hook for the entire loss in the event of a disaster. I went to the largest RV parts supplier the other day and not only was the parts person sadly unformed but the only thing they seemed to be interested in was selling another RV..
Carl Strohmeyer
I have to agree with Robert about the customer service issues within the RV industry.
While I have not been RVing as long (about 25 years), what I have seen is an industry that has gone downhill when it comes to true customer service where a company only does the right thing when exposed as here.
We have had so many issues with an Onan Generator that was a lemon from day one (just to name one problem) where the company never would respond to our requests for assistance and our local dealer was beyond rude and downright vile.
We have had camping trips ruined due to this and the lack of anyone willing to help, the worst being many years ago while my son (who still has issues) was on a machine and we were taking a badly needed family vacation (with his Doctors permission), and RV equipment failure (& lack of help) required us to hurry home.
We just got rid of our previous Motorhome and now have a travel trailer, but both my wife and I have agreed if we have trip after trip ruined by RV problems and more so not the problems themselves (as nothing is perfect), but the lack of any caring and honest customer service, we are DONE with RVing
Robert
I think a company that has the history that Norcold has with all of the grief they have caused RV owners and the safety issues with the fires should be required to have 24/7/365 customer service available to take care of this. It seem to me that customer service in the RV industry has degenerated to almost non-existent. I have been RVing for 50 years and have had every kind of RV made including a brand new class A that is just a rolling nightmare of bad workmanship. The dealer and the Mfg. are pathetic. How long are people going to buy this kind of treatment. Read your contracts people they are worthless, written entirely to protect the author. I read the insurance policy on my new motorhome to find that damage claims caused by heat related causes were excluded! This could be used to deny coverage for a bunch of things. Everyone wants me to sign their contract that relieves them of all responsibility but no is willing to sign mine that says that the product or service they provide will do what is expected or be repaired or replaced at their inconvenience and expense!
Marlan at RV52
Overall, I think the final response showed a pretty mature and responsible company didn’t it? I know it took too long, but when they responded, they did not duck anything and basically said “here is your reimbursement”.
What do you think?