Resolving Purchase Problems

Eventually you're going to have some kind of problems with one or more of your camping/RV/OHV purchases.   Most reputable dealers and retailers will take care of warranty issues quickly and satisfactorily.  They usually will do their best to address other complaints as well.  They want to maintain their reputation and they want you to return to make additional purchases and to tell your friends and associates good things about them.  They know that how they handle issues is one of the main factors by which they will be judged.  Always be sure to read and understand any warranty clauses in your purchase contract or warranty policies of the store and manufacturer.  Some warranties require products to be returned to the manufacturer, not the store.   If you purchase extended warranties, makes sure you understand the terms and conditions.  They often require all repairs to be pre-approved or they can and will deny coverage.  It is a good idea to get approval in writing as phone approvals seem to be frequently challenged.   Always seek resolution from the dealer or retailer first (unless the warranty specifies return to manufacturer only) and then from the manufacturer before escalating your complaint.

Retain purchase receipts and original warranty documentation.  Without a receipt to prove the purchase date it will be difficult if not impossible to obtain any warranty service.  Some "lifetime warranties" may be honored without a receipt.  I found a broken Craftsman Phillips screwdriver in some tools I bought at a garage sale.  When I went to Sears with the intent of purchasing a replacement to complete my set, I was given one without charge under their lifetime warranty program.  However, in most cases, you will need your receipt to validate any warranty claim.   Make sure you get any guarantees in writing at the time of purchase. Z ealous salesman may make verbal promises beyond their authority, but if you have it in writing, a reputable business will back it up.   I've been on both sides of that situation.  With the promise in writing on the contract or receipt the dealers honored the promises made by their salesman.  When I had only an oral promise, I often found myself out of luck.

"An ounce of prevention is worth a pound of cure."   Many problems can be avoided by following good practices.   Do your due diligence when making any purchase.  Have vehicles checked by reliable mechanics and technicians.  Compare prices before you buy.   Read and understand any warranties and comply fully with all service and claims requirements.  Proof of proper maintenance is often required for warranty work and is always a good practice to make sure  your equipment functions properly and lasts as long as possible.

Don't make idle threats.   If you aren't fully prepared to follow through with legal action, don't threaten to "turn it over to my lawyer".   If you do plan legal action, simply exhaust your appeals with the dealer/manufacturer, then proceed with the lawsuit or file a complaint with your local district attorney and send a copy to the dealer/manufacturer. They'll get the message without you sounding off about it.  Threats often just undermine any sympathy and support you might have received from the agent handling your case.  You want to be seen as an actual victim of faulty materials, misrepresentation, or poor workmanship, not just a whiner.  Too many people will submit false, frivolous or fraudulent claims to recover damages or replacements for merchandise they damaged and should be responsible for or simply decided they don't want anymore.  When you have a legitimate claim you don't need to make threats or get angry.  Just document the problem, prove the validity of the warranty, and clearly state what solution(s) you seek or would accept.

Escalating your complaint.  If both the dealer and the manufacturer fail to resolve the problem, you may get help from a consumer affairs department in a your local government.  You can contact the Better Business Bureau (BBB), but they usually take no active role in resolving the complaint beyond notifying the business and posting the complaint on their web site for others to see.  It is a good idea to report complaints to the BBB, but don't expect miracles.  A BBB complaint may help motivate a reluctant merchant to review a case and possibly make some kind of amends, but their only response might be a denial of responsibility.  If you find other customers have filed similar complaints, your combined strength may motivate the seller to take action.   Another resource for RVers is the Hot Line service through Motorhome and Trailer Life magazines.  They investigate complaints and contact the businesses on your behalf.  On many occasions they have been able to assist people in obtaining a satisfactory results.  Sometimes they just get an extended explanation for the reasons for denial.  Don't expect miracles.   If a company believes your claim isn't valid, they have every right to deny it and no amount of pressure by publishers or consumer organizations is going to persuade them to fork out big bucks for something they are not obligated for.  Escalation does often raise awareness of an issue to a higher level of management that may be motivated and empowered to resolve the problem.  Sometimes companies will go beyond their contractual obligations in the interest of customer relations. 

Preventing warranty problems.  You may be able to prevent warranty problems by making sure you fulfill all maintenance requirements and keep good records.   Failure to meet stated maintenance requirements is a legitimate reason to deny coverage.   Performing proper maintenance and following usage instructions may prevent problems from occurring in the first place.  Make sure any claim you may have is not the result of abuse.  Abuse will also invalidate any warranties.  Don't expect the sporting goods store to replace your tent under warranty if you set it on fire, drive over it with your vehicle, or a bear rips it up.

My Grandmother used so say "You catch more flies with honey than with vinegar" meaning you stand a better chance of getting cooperation if you're nice and not nasty.  This definitely applies to negotiating solutions to purchase problems.   Some companies go out of their way to assist their customers but a nasty approach may cause them to become defensive  and to take a strong "stick to the contract" stance.   I've had a couple of extraordinary experiences that bear mentioning to the credit of the companies involved.  First was a clearly out-of-warranty problem I had with a Fantasic Roof Vent for my RV.  It came with a one year warranty and somewhere in the second or third year of ownership, the fan failed and I traced it to a problem in the circuit board.  I phoned the company to see if I could purchase a replacement circuit board.  I explained my situation, including the age of the unit, and was very pleasantly surprised when they voluntarily sent upgraded replacement parts to me at no cost!  Along the same lines, I purchased a Camp Chef stove on close out from Big 5 Sporting Goods, knowing that the regulator was missing.  A call to Camp Chef to purchase the right regulator resulted in them sending it to me at no cost! In each case they also covered the cost of the parts and shipping.  In return I've happily provided hundreds of recommendations to fellow campers.

Submitting your claim.  When you do have a warranty issue, you need to submit your claims properly.  Make sure you have all the required documentation (purchases receipts, warranty documents, repair receipts, forms, etc).  Be sure you are within all time constraints -- that the claim occurred within the warranty period and you are in compliance with the time frames required for notification between the event and filing the claim.  Then write a clear, concise letter describing your claim -- what happened, what you've done so far, and what you are asking for under the warranty. Failure to provide required documentation is a frequent and legitimate basis for turning down claims. Make sure you submit the claim to the right place.   Sending a manufacturer's warranty to the dealer will, at best, delay processing and could result in the claim not even being looked at.  Likewise, submitting a dealer warranty to the manufacturer is also a waste of time.

Success!  By complying with all the terms and conditions of your warranty you greatly increase your chances of success.   Failure to meet any of the terms and conditions can be legitimate grounds for your claim to be denied.  Always make sure you've done  your part before blaming the seller or the manufacturer.

Case closed!