Standing Up for Good Sam Members

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March 1, 2013

Good Sam member Richard Gillies of Los Fresnos, Texas, asked Action Line to help when the manufacturer’s one-year warranty didn’t cover the repair of his new motorhome’s faulty refrigerator:

 I bought a new Holiday Rambler Augusta B-plus motorhome in May 2011. From the start, the Norcold refrigerator gave a fault code when switching from electric to gas, and then the gas wouldn’t ignite. Norcold said it was a wind problem, and they installed a wind diverter. Four months later when I took a trip, the refrigerator still didn’t work well on gas, and I had to run it on the generator. Norcold then said it was the igniter, so that was replaced. In March 2012 I took another trip, and the fridge still wasn’t cooling on gas, even though there was a small flame. Norcold checked and couldn’t find anything wrong. I took a long trip in October 2012, and the refrigerator still wasn’t working right, so again I had to run it on the generator. I contacted Norcold and told them the problem was still continuing. They said the one-year warranty had run out. I then took the motorhome to a Norcold-certified repair center, and they finally found the problem. It turned out to be the orifice, which cost $200 to repair. Norcold said they wouldn’t cover the cost because the fridge was out of warranty, even though this had been an ongoing problem. Can Action Line help?

After contacting Thetford/Norcold on Richard Gillies’ behalf, Good Sam Action Line heard from Robert Knott, customer service supervisor, that Gillies would be reimbursed for his costs. Knott also acknowledged that Gillies’ refrigerator repair should have been paid for initially under the warranty.

 Since 1981, the Good Sam Club’s Action Line has helped resolve thousands of disputes between members and businesses. If you have an RV-related consumer issue and would like assistance from Good Sam, contact Action Line.

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