Dometic Corp

Initial Business Response /* (1000, 5, 2015/10/12) */
Contact Name and Title: Andy [redacted]
We are sorry to hear that you are having an issue in cooling your RV. Was this unit a replacement or was it installed on the RV when you purchased it? What kind of RV do you have and how many units are...

on the coach? We would be looking for a 20 degree delta in temperature and if we are getting that, the AC is doing what we would expect. There are a lot of things that come in to play as far as insulation of the unit, number of windows, and how many units are on the RV. If you could provide these answers as well as the model and serial number of your unit we would be glad to access the situation further and see if there is any assistance we can offer
OFFER:
Further consideration for your issues once requested information is provided.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it a 2015 20' trailer and it got a 13,500 a/c
m 457915 s-4042667
it a skyline m-skycat
Final Business Response /* (4000, 9, 2015/10/29) */
Contact Name and Title: Andy [redacted]
A temperature split of 20 degrees means the air conditioner is doing its job of cooling the air. There are a lot of things that can have an impact on perceived performance such as number of windows/slideouts, installation, insulation etc. I would be happy to discuss further and see if we can come to some kind of conclusion that would make you happy. However with the information provided this does not appear to be defective unit.
OFFER:
Please supply a phone number to contact you and we will see if we can do something to assist you.
Final Consumer Response /* (4200, 12, 2015/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
here is my cell # XXX-XXX-XXXX it just send my cell and there talk to me there it is

Initial Business Response /* (1000, 5, 2017/03/21) */
Contact Name and Title: [redacted] Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@dometic.com
Dometic warranty #7 states payments to warranty service centers are not reimbursed. However, Dometic understand there are...

situations that need extra consideration. Mrs. [redacted] claim is one of these extra considerations. Her claim was for a part that normal claims pay half an hour for diagnoses and replacement. Dometic paid Mrs. [redacted] 45 min for the replacement and repair. The RV Dealer (Camping World) originally charged the customer 1 hour and 45 min.
The flat rate for parts repair and diagnoses is established by a team of engineers, technicians in the field, and dealers that come together to determine the fair and appropriate allotted time to complete the repair. Just like in the automotive and healthcare industries, flat rate and standards for repair/care are predetermined and adjusted as justified.
The part that was replaced is a thermal fuse. The test checks continuity through the wire. This is a 1 min test. To replace this wire remove 1 screw and unplug from the thermo disk. This would take a tech 5 minutes to remove, install new one, and test. Therefore the standard of half of an hour is justified. For customer appeasement, Dometic adjusted to 45 minutes to try to offset the charges.
Dometic has no authority over individual dealers like this one that charges more or less than the flat rate. It is up to the dealer (Camping World in this case) to notify the customer if there is any additional charges or items not covered under warranty that the customer would be responsible for the charges. It is also up to the customer to understand the warranty policy provided with the purchase of the product.
The time frame for reimbursing is 30 to 45 days including the time it takes to review the claim, submit to the payables department, issue the check, and 7 to 10 days in the mail. It may not always take 30 to 45 days, however the process may need that necessary time frame.
At this time, the claim stands as is and will proceed with the parameters already discussed with the customer.
Initial Consumer Rebuttal /* (3000, 7, 2017/03/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The premise that an item, and a brand new one at that, repaired under warranty by an authorized service center is not reimbursed at 100% is ludicrous.
To use your health insurance analogy, ("Just like in the automotive and healthcare industries, flat rate and standards for repair/care are predetermined and adjusted as justified."), we didn't realize Camping World was an "out-of-network provider" and that there would be a "co-pay" to use them. If they do not adhere to your "flat rate and standards for repair/care," then why do you have them listed as an authorized service center? How is this something your customers are to know?
And in regards to your automotive warranty analogy, I have never paid a penny for work done under warranty!
If there are no "in-network" authorized service centers that adhere to your flat rate and standards, please reimburse at 100% the DometiCARE Full Service Contracts we have purchased (refrigerator and air conditioner) as they would appear worthless to us.
Admittedly new to this "game," in our ignorance we used an authorized service center to repair our brand new appliance. However, in this case, authorized service center appears to be meaningless. We are out the difference between what we were billed and what Dometic deems to reimburse. Our suggestion, and solution for others like us, is that Dometic only list truly authorized service centers. The fact that you show Camping World as an authorized service center when Camping World obviously doesn't adhere to your "flat rate and standard for repair/care" is less than forthcoming. Your "Mobile Living Made Easy" customers deserve more!

Initial Business Response /* (1000, 6, 2017/08/09) */
Dometic has reached out to the customer to send missing parts or fix the frustration. Spoke to [redacted] at Bent's RV on 08/08/17 at 5:00pm, [redacted] had returned to the store on 08/08/17 with all the boxes that were sent out and returned...

everything. Bent's gave customer complete refund. Dometic has done the same to Bent's. Dometic shipped out 2 full rooms and 2 pole kits prior to the reimbursement to the customer. Dometic was working with Bent's to the best of our ability to fix this frustration prior to the customer demanding her money back. Dometic regrets to having a customer and a store that we were unable to make happy.
At this point, no other action with the customer will be taken due to Bent's has issued a full refund for the product.

Very disappointed with their fulfillment of an order for a refrigerator taking 13 days before getting any shipping intormation. Order placed on May 3, through PPL Motor Homes, monies debited from our bank on May 4, no tracking info supplied to us with many phone calls on our part. Finally on May 16, after having posted complaints on both Dometic and PPL Facebook pages, PPL has come through with a resolve. We have yet to hear from Dometic on this issue.
We live on our RV and had to not only throw away a freezer and refrigerator full of food, we have had to go without and eat out alot (that's costly!!).