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« on: October 10, 2016, 04:43:01 pm »
Don’t make the same mistake I did and make Phoenix Cruiser mad.
Preface: I bought a new custom 2552 from PC in November 2015.
In January the heater goes out and I call PC and talk to Kermit, He informs me to take it to an Attwood Service center for repair. I do that and they replace the defective Motherboard and instruct me to pay the bill (which is around $500.00) and since the Motorhome was new I should send the bill and paperwork to Phoenix Cruiser for warranty reimbursement”. I said ok and did not question this, I just was going to do what I was told (made sense at the time).
In March on my way back to Alaska just as we are about to cross the border into Canada the heater goes out again! I again call Kermit but he is not in. I think I have learned something by this point; gosh I even have all the blinking error codes memorized. I head back to Bellingham and start calling Authorized Attwood service centers and finally I find one that can get me in in two days. They service the heater and find the same thing; Defunct Motherboard. They replace it and expect payment and supply me with the paperwork and defunct motherboard to submit for warranty. At this point I don’t question it. I wonder why they don’t submit it themselves but I am new to this stuff so I just pay the bill and am glad to finally be on the road!
In March I get back home and box up both defunct motherboards and the original invoices from both dealers and send them off to Kyle for reimbursement. It has now been eight months and several cordial email exchanges to and from PC terminating with a very short and obviously annoyed email from Kermit in bold type on July 11,
" If these were handled by Attwood service centers why weren't the covered by Attwood directly?
Thank you,
Kermit Fisher
I responded explaining myself and my actions.
"Kermit,
Sorry if I handled this wrong, this was the first time I ever had warranty work done. I talked to you the first time the heater went out and you instructed me to seek an Attwood service center which I did. The gentleman there told me I should send the bill to you since the MH was still under warranty. Hell, I didn’t know what the protocol was and you didn’t mention it so (MY BAD) I assumed I was doing the right thing. I did think it was extra red tape for you to have to send it to Attwood for reimbursement. There is crazier stuff in life than that so I didn’t put much thought in it.
The second time the heater goes out in Bellingham Washington just as we are getting ready to cross the border to Alaska headed home. I called again but you were not in. From Past exp. I called an authorized dealer and they replaced the Motherboard gave me the paperwork they said I needed for warranty submittal but they expected payment immediately for services???? Again, I did not question this I paid the bill and was on my way!
I am not in a hurry for this money and to tell you the truth it isn’t worth the time I have spent explaining myself. I still don’t know how to handle this kind of stuff or what amount of time is expected to see a refund. I can easily wait until Attwood pays you or I can just walk away in disgust and say forget it life is too short . Warranty will be up shortly and you won’t have to hear from me again so there is something to smile about!
Sorry for the trouble
Mark"
On August 6th I finally just asked for everything back:
" Kyle, could you please give me an update on this. If you guys are not going to handle this please send me all the paperwork and motherboards back and I will try to resolve this with Atwood".
I still have not heard a word. I hear all these great stories about how great these guys are and keep asking myself “is it me”. I was always polite in all my emails. I am still very happy with my PC. I have given up and will no longer worry about my thousand dollars, like I said “life is too short!”
I guess the only reason I am writing this is so others can benefit. I guess if I was stupid enough to do what everyone instructed me to do maybe there are a few others that could benefit and not make the same mistake. I still don’t exactly know the proper way to handle this. Should I have demanded the service center to submit warranty, or should I just submitted it directly to Attwood? When the gentleman said “because your Motor Coach is less than two months old you should submit it to PC” I guess for some unknown reason that just seemed to make sense.
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