How bad a dealer's service dept can be
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URL: http://www.rpod-owners.com/forum_posts.asp?TID=4818
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Topic: How bad a dealer's service dept can be
Posted By: techntrek
Subject: How bad a dealer's service dept can be
Date Posted: 09 Jun 2014 at 11:19am
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I posted this in my review of this dealer, but I wanted to re-post it here to highlight just how bad a service department can be. Keep in mind this is their lead tech and service manager...
I bought my pod from Stoltzfus in Adamstown, PA. I can no longer recommend this dealer. Twice now I have given them specific written instructions for a job and they have completely ignored it. This is a bigger deal for me since it is a 3-hour round trip and both times I've discovered the problem while I was hooking up the camper in their lot.
Last year I detailed elsewhere here how I had them add 3rd brake lights just below the light bar. Even though I told them in an email how I wanted the wires run down the edge channel and connected to the existing left and right turn/brake lights, they wired up both lights to the brakes. Even if I hadn't told them how I wanted it wired up, why they would even consider doing this is beyond me. Their techs should know the brakes only get 5-6-7 volts, so just how would the lights work right when they aren't getting 12 volts? So I left the pod in their lot and ultimately they sent someone to deliver the pod to me so I didn't waste another Saturday running up there.
Last summer our fridge stopped working on day 2 of a 3 1/2 week trip. It would mostly work on AC, and only very rarely on DC or LPG. I finally made an appointment 6 weeks ago to drop the pod off over Memorial weekend, which gave them up to a month to fix it. After just a week they said it was ready, and said over the phone they had to replace a fuse and it cooled down just fine on LPG. Great!
I arrived on Saturday, paid the bill and hooked up. I verified on the work order that they got my instructions right - very intermittent cooling on DC and LPG - and I saw the solution was "replaced main fuse". So I tracked down the tech to find out where this fuse was. If it blows while I'm on our next 4 week trip I want to be able to fix it, dealing with a cooler was a big pain last year.
He came out and pointed to the fuse I installed as a battery disconnect. "Yeah, had to replace that fuse, after that the fridge came on just fine." My jaw hit the floor and I knew immediately my fridge was still broken. Yes, that fuse was removed, by me, when I dropped off the trailer. Everyone knows you can't leave the battery connected. "Oh no, you should never disconnect the battery from the camper for any reason." Really?!? So he insisted the draw from LPG detector and fridge wasn't a problem.
So then he asked me how I was sure the fridge didn't work. I told him I used a wireless thermometer, and I could watch the temperature slowly rise to ambient once I switched to LPG mode going down the road. At one point it hit 85. I told him I had to throw out a gallon of milk, twice, because it was warm. "Oh no, you can't use one of those thermometers, you gotta stick a probe in your food or a glass of water to measure the fridge temp". Really?!? "Yeah, those camper fridges work differently than... " I cut him off, yes I know all about ammonia absorption fridges, but that doesn't change how they get the food cold - no different than your fridge at home, it cools the AIR, which cools the food. A wireless thermometer will tell me just fine if the fridge is cold or not. He argued it was not. This is their lead tech talking, and the service manager was standing next to him backing him up.
I gave up, I told them I would bring it home and do my own tests. Guess what? 30 hours on LPG mode and it was nice and toasty inside, including the ice-cold beer I stuck in there just to humor the tech's horrible logic, now a very warm beer (didn't open it, just felt it). Amazingly after an overnight on DC mode the thermometer is reading 33 degrees but I don't trust that to hold at all. Now it is on AC mode for a test all day.
So now I need to fight with Stoltzfus to get my money back for what they did to "fix" my fridge. I sure hope the grease job they did on the axle is ok... ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual 
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Replies:
Posted By: jan demarinis
Date Posted: 09 Jun 2014 at 11:22am
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sounds horrible. sorry you had to go through this. |
Posted By: fwunder
Date Posted: 09 Jun 2014 at 11:37am
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I'm really sorry to hear that, Doug. We bought our 178 from Stoltzfus last year and had a pleasant experience. Thanks for the heads up for any warranty/repair work I might need. They are a bit of a drive for us also. Have you considered another FR dealer. I see http://www.bayrvcenter.com/ - http://www.bayrvcenter.com/ isn't too far from you. Do you have any experience with them? fred
------------- 2014 RPod 178 => https://goo.gl/CV446f - MyMods and Buying Habits 2008 4Runner Limited 4.0-liter V6 Yes, those are wild ponies dining on grass while dumping tanks! |
Posted By: techntrek
Date Posted: 09 Jun 2014 at 11:42am
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Thanks for the link, it is on my to-do list to find a dealer today that may, hopefully, be able to look at this before we leave. I will call them now. There was a different dealer at that location 5 years ago but we didn't buy from them, I believe because they wouldn't come close to a good deal. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: Camper Bob
Date Posted: 09 Jun 2014 at 12:38pm
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In my opinion finding an honest dealer really depends on the luck of the draw. I took my Pod back to my delivering dealer to re-cement the rear spoiler with the led lights, which had started to come loose from the back of the trailer. This had been pointed out to me when I took my trailer to Camping World to repack the bearings. The tech called it to my attention. I contacted FR and was told even though it was past the one year warranty they would cover it completely. But I had to take it back to the delivering dealer. Took it to my dealer, and I assume they contacted FR for the warranty work. When I picked up the trailer, I will admit they did a terrific job, however they wanted an additional $100. I told them under no circumstances would they get an additional dime from me. They handed me the keys and I took my trailer home, never to return for any work from them. Although I have been critical of Camping World and their overpricing of products, I have had two excellent experiences with their service dept. They are not the cheapest to deal with but their work was terrific. To add one last point, I had them repack my wheel bearings last year for $140. after my delivering dealer and another local Rpod dealer quoted me twice the price. Just my experiences. Safe Travels. ------------- Camper Bob and Camper Sue Gracie the Wonder Dog (12 LB. Mini Dachshund) 2013 Rpod 171HRE(ORPod) 2016 Lance 1685 2015 Nissan Pathfinder |
Posted By: Seanl
Date Posted: 09 Jun 2014 at 2:30pm
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The dealer I take my trailer to is fine for mechanical work but they do not know how to fix any of the other systems like the fridge. I had a problem with my Air Con when I first got it and they brought in an AC specialist to check it out and fix it. I hate it when people pretend to know something when they don't have a clue. Refrigeration is special not everyone can fix it. ------------- Sean, 2011 Rpod RP-173,2009 Jeep Liberty Rocky Mountain Edition 
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Posted By: rpodcamper.com
Date Posted: 10 Jun 2014 at 12:36am
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Sorry to hear the issue you had with them again. Let me know if you need me to run down there as I'm very close to them. I have bought from them and had warranty work done but for all my other service I do my self or have my auto mechanic do (inspections, brakes, bearings) |
Posted By: techntrek
Date Posted: 10 Jun 2014 at 7:06am
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My local mechanic did my bearings last year so they'll definitely get the work again next year. It is something I can do but spring is my ultra-busy time between mulching, splitting wood, getting ready for trips, kid's performances, etc.
I now have an appointment for the 23rd with a local service-only dealer which is only 15 minutes from my work, so I can easily drop it off and pick it up. They used to sell RVs but stopped during the recession. I'm hoping their service dept must be good since it is all they have left keeping them open. Plus they don't have any brand loyalty and less "must have bought your RV from us" loyalty since its been a few years. Cutting it close since they'll only have about a week before I need it back to pack, but better to give them a shot than doing nothing at all. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: techntrek
Date Posted: 13 Jun 2014 at 4:33pm
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Update, they have agreed to refund the "diagnosis" fee. It is only $67 of the total, but it is something.
------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: Budward
Date Posted: 15 Jun 2014 at 6:13pm
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Unfortunately I'm afraid your poor service experience is typical, not just in the RV world but in the automotive world as well. When we bought our 2011 Toyota FJ Cruiser it came with "free" 2 year maintenance. So first trip in for oil change and tire rotation. Got it home to find they only rotated the 4 tires on the ground- even though Toyota specifically says to rotate all 5 as the spare is a full size with the same aluminum wheel. So I go to change the oil 5000 miles later (only 10,000 mile changes included in the free plan) and find they cross threaded two of the bolts holding the skid plate on, which must be removed to access the oil filter. Scroll ahead and back to the dealer for the next "free" oil change and tire rotation. My wife took it in and told the service writer we wanted all 5 tires rotated as that is what the owner's manual says. The guy balked but agreed. Got it back home and they again rotated only 4 tires but this time they included the spare and never moved the left rear, figuring they'd fool us I suspect. But- We had marked them to check if they did it.  Oh and the cross threaded skid plate bolts- one was now completely missing- empty hole in its place.. So I get a survey later asking how they did and would we please recommend them to others- I let them have it with both barrels. No response- yet they still email me almost every week telling me how great they are and would we please come in for service- yeah right. I have fixed a ton of stuff on my RVs (and cars) over the years that should have been warranty- but I cry less if I just do it myself.  ------------- 2014 179 Towed by a 2015 Ford Transit Diesel Supervised by a German/Aussie mix and a Labradoodle! |
Posted By: techntrek
Date Posted: 23 Jun 2014 at 12:36pm
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Dropped the pod off at the local service dealer this morning, crossing my fingers that they figure it out quickly. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: techntrek
Date Posted: 01 Jul 2014 at 1:53pm
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Well, we are going to deal with no LP mode for our upcoming trip. The latest service shop talked with Dometic and tried several things on their recommendation. He tried a longer baffle (a twisted piece of metal above the chimney that mixes up the air as it rises), extended the chimney, and installed a new orifice (the pinhole where the gas gets mixed with air just before it burns). It still refuses to cool down. He said he'll talk to Dometic again while I'm gone to see what can be tried next.
AC mode has always been fine. Last summer DC mode didn't work but the dealer and I agree it was probably because I had an end-of-life battery on the pod. So it was probably causing a voltage drop to stay charged and that prevented the DC element in the fridge from working. I have a new battery this year, and it is a larger group 29, too. My test of DC mode was normal after getting the new battery last month.
3/4 of each day we'll be fine, using either AC or DC mode in camp or on the road. The problem will be at attractions during the day when we are between campsites. If it is hot out and it will be more than an hour or two I'll just have to fire up the generator. And worst case if we have problems with DC mode again I'm taking our Coleman Powerchill. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: Budward
Date Posted: 01 Jul 2014 at 7:21pm
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That is weird- the cooling unit is good but just doesn't cool on LP. Have you tried a different LP tank, maybe you got a bad mix, had that happen to me years ago, kept getting a greasy wax like material around burners. ------------- 2014 179 Towed by a 2015 Ford Transit Diesel Supervised by a German/Aussie mix and a Labradoodle! |
Posted By: techntrek
Date Posted: 01 Jul 2014 at 9:02pm
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It is very weird. Obviously the ammonia absorption cycle is fine - it will go down to 33 degrees on AC or DC. All modes share the same temperature sensor. With the new orifice the tech said it appears to be burning properly. I doubt the current tank of fuel is an issue, last summer the fridge stopped working on day 2 and we didn't refill the tank until about day 20. The tech mentioned the next possible problem is the gas valve. A $60 part on most fridges, but he said it is about $400 for the 8501. Plus labor. This after I spent $230 today for all of the diagnostics and parts so far. I see a replacement fridge in my future. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: Budward
Date Posted: 02 Jul 2014 at 5:47am
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I found the gas control valve on a British site for $171 US. Of course getting it here may double the cost..... Seems the part is difficult to find here for some reason. ------------- 2014 179 Towed by a 2015 Ford Transit Diesel Supervised by a German/Aussie mix and a Labradoodle! |
Posted By: techntrek
Date Posted: 02 Jul 2014 at 10:10am
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He said the fridge is made overseas. What you found backs up what he said, thanks for searching. I haven't had the time yet to look. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: g4royce
Date Posted: 02 Jul 2014 at 11:31am
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We had/have a recurring problem on the LP as well. It was the igniter bit falling over and touching the other part. I'm not sure what it's called. Anyways, the fridge just would not ignite because there was no spark so we kept on hearing a clicking sound for a bit and then got the error. It was a simple fix and our local guys don't charge us for fixing it. It basically involves putting a long tool down the back and picking up the igniter and moving it back to where it is supposed to be standing. I wanted to buy the tool from them just in case we have a problem on the road, but they won't sell :( because they said they would do it for free - taking all of 2 minutes - for us when we drive by on our outward or inward journey. Our local FR rep is only a 15-minute local drive but still.... ------------- ChaiPod 2009 RP152 2011 Hyundai Santa Fe 3.5L V6 |
Posted By: g4royce
Date Posted: 02 Jul 2014 at 11:41am
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That's insane for a gas valve. I know Dometic makes full size refridgerators for island nations/cottage country where the barely functional/non-existent power grid often gets blown down by a Typhoon or Hurricane. ------------- ChaiPod 2009 RP152 2011 Hyundai Santa Fe 3.5L V6 |
Posted By: Budward
Date Posted: 03 Jul 2014 at 2:54pm
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The Dometic RM8501 is what is in my rpod also. Says made in Germany. The odd thing is that particular unit seems to be non-existant in the US, except for maybe an OEM item. Apparently Airstream is using them too- in fact one of their owners is having the same problem techntrek is having... So what is up with FR using a fridge that may have service and parts issues? ------------- 2014 179 Towed by a 2015 Ford Transit Diesel Supervised by a German/Aussie mix and a Labradoodle! |
Posted By: techntrek
Date Posted: 03 Jul 2014 at 11:16pm
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I limped along using DC mode today. It would barely maintain whatever temp it started out with, I may need to increase the size of the wiring running back to my Bargeman. At least it will cool when on AC mode. I tried LP mode for an hour or so just to see what would happen and it was like DC - barely would keep the temp it started with, even raised a degree or so. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: Budward
Date Posted: 04 Jul 2014 at 3:28am
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My experience with DC on a number of fridges over the years is that it doesn't work as well as AC. I have heard of some people placing an invertor in the tow vehicle to run the fridge on AC while towing. They usually don't draw but 200 watts or so max so it doesn't need a very large invertor. Food for thought. One of the best things we ever bought for camping is an ARB 12V compressor "ice chest". That thing is amazing and it pretty much stays in our FJ Cruiser. It draws about 5 amps running but doesn't run much. The wife even uses it when grocery shopping, doesn't have to worry about rushing home with cold or frozen food. It will even go down to 0 deg. When I built my own interior in my Four Wheel camper I installed a NovaKool marine 12v fridge. Best thing about 12V compressor fridges is there is no concern whatsoever about parking level. One thing about the RM8501 is if a replacement is needed- it doesn't have the same dimensions as any other fridge Dometic sells in the US. Yesterday I emailed Dometic Customer Support asking for a manual on the 8501 and also asking why it doesn't seem to be sold in the US. They sent me the manual but chose not to comment on the US part  ------------- 2014 179 Towed by a 2015 Ford Transit Diesel Supervised by a German/Aussie mix and a Labradoodle! |
Posted By: techntrek
Date Posted: 05 Jul 2014 at 12:32am
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I agree that a compressor-based fridge would be better, they'll cool no matter how warm the ambient temperature is. Looks like an equivalent size unit uses about 4.5 amps while running (about a third of what the 8501 uses!), I'm curious what the typical duty cycle is. At 50% a typical 110 amp deep cycle would last 24 hours down to 50% SOC. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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Posted By: Budward
Date Posted: 05 Jul 2014 at 3:04am
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The insulation is apparently pretty good in the ARB. A couple of times it has accidently come unplugged and when discovered hours later the temp has barely risen. I leave it in the tow vehicle and plug in an adapter to the 7 way on the trailer when parked overnight to use the camper batteries to power it. ------------- 2014 179 Towed by a 2015 Ford Transit Diesel Supervised by a German/Aussie mix and a Labradoodle! |
Posted By: 2dogseniors
Date Posted: 02 Sep 2014 at 4:21pm
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Hey Doug, Reading as much as possible before we pick up our Pod mid month. We had problems with our fridge on the 94 Itasca we just sold. What was the final solution to get your fridge working on all three modes? Tks. Ann ------------- 2dogSeniors 2004 Ford Expedition 2015 R-Pod 178 with risers |
Posted By: techntrek
Date Posted: 02 Sep 2014 at 5:53pm
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Still no solution. I've run tests, rechecked the orifice, tried a different propane tank, and it still won't cool in propane mode. The flame looks good. I have to verify but I think it starts off cooling and then stops. Cools great in AC or DC mode. ------------- Doug ~ '10 171 (2009-2015) ~ 2008 Salem ~ http://www.rpod-owners.com/forum_posts.asp?TID=1723 - Pod instruction manual
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