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Old 07-17-2019, 12:07 PM   #1
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Dometic customer service

CustomerSupportCenter <customersupportcenter@dometic.com>
Fri 2019-07-12 4:19 PM
You


THIS IS DOMETIC'S RESPONSE TO A REQUEST FOR ASSISTANCE.

I WAS TEMPTED TO USE A VULGAR WORD ABOUT CUSTOMER CARE BY DOMETIC. SINCE THEY DID NOT REALLY READ MY MEMO! DO NOT EXPECT SERVICE FROM THIS CORPORATION.


Paul,

Dometic warranty requires that all repairs be performed by an authorized service center. They will trouble shoot and diagnose your unit to contact Dometic to obtain authorization to provide warrantable repairs.
Local service center may be located at www.dometic.com or if you would like to provide a city and state we can provide a list for you.

Service centers may provide mobile service, however Dometic warranty does not reimburse for the mobile fee.

Sarah Newton
Retail Customer Service Specialist
Phone 1-800-544-4881
customersupportcenter@dometic.com
Dometic North America Elkhart United States of America
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Old 07-17-2019, 12:12 PM   #2
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Quote:
Originally Posted by paul View Post
CustomerSupportCenter <customersupportcenter@dometic.com>
Fri 2019-07-12 4:19 PM
You


THIS IS DOMETIC'S RESPONSE TO A REQUEST FOR ASSISTANCE.

I WAS TEMPTED TO USE A VULGAR WORD ABOUT CUSTOMER CARE BY DOMETIC. SINCE THEY DID NOT REALLY READ MY MEMO! DO NOT EXPECT SERVICE FROM THIS CORPORATION.


Paul,

Dometic warranty requires that all repairs be performed by an authorized service center. They will trouble shoot and diagnose your unit to contact Dometic to obtain authorization to provide warrantable repairs.
Local service center may be located at www.dometic.com or if you would like to provide a city and state we can provide a list for you.

Service centers may provide mobile service, however Dometic warranty does not reimburse for the mobile fee.

Sarah Newton
Retail Customer Service Specialist
Phone 1-800-544-4881
customersupportcenter@dometic.com
Dometic North America Elkhart United States of America
They don't answer questions as they don't want anyone but their "authorized service center"s working on their stuff.

Download the manual (available on the forum), troubleshoot what your comfortable doing, and if it needs more - take it to a Dometic service center.

Manuals are here:
http://www.escapeforum.org/forums/do...hp?do=cat&id=1
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Old 07-17-2019, 12:13 PM   #3
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Dometic response seems perfectly logical. What's your problem?
Authorized service centres are everywhere.
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Old 07-17-2019, 12:29 PM   #4
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Nothing has changed, that was the policy when I had my fridge worked on and eventually replaced a few years ago.
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Old 07-17-2019, 02:39 PM   #5
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I can think of a problem. Dometic makes it virtually impossible for (me) to order a simple little missing or broke part for one of their products (read RM8551 orifice) I can easily install myself without seeking out a service representative. Feeling lucky mine is only a 30 mile drive from the house. Then they send it to them, and (me) gets charged for the mark up, and mailing a gigantic box it came in.
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Old 07-17-2019, 02:52 PM   #6
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Quote:
Originally Posted by paul View Post
CustomerSupportCenter <customersupportcenter@dometic.com>
Fri 2019-07-12 4:19 PM
You


THIS IS DOMETIC'S RESPONSE TO A REQUEST FOR ASSISTANCE.

I WAS TEMPTED TO USE A VULGAR WORD ABOUT CUSTOMER CARE BY DOMETIC. SINCE THEY DID NOT REALLY READ MY MEMO! DO NOT EXPECT SERVICE FROM THIS CORPORATION.


Paul,

Dometic warranty requires that all repairs be performed by an authorized service center. They will trouble shoot and diagnose your unit to contact Dometic to obtain authorization to provide warrantable repairs.
Local service center may be located at www.dometic.com or if you would like to provide a city and state we can provide a list for you.

Service centers may provide mobile service, however Dometic warranty does not reimburse for the mobile fee.

Sarah Newton
Retail Customer Service Specialist
Phone 1-800-544-4881
customersupportcenter@dometic.com
Dometic North America Elkhart United States of America
Is this trailer a 2010, they responded as if it is 'Warranty" work. "Dometic warranty requires that all repairs be performed by an authorized service center.
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Old 07-17-2019, 03:09 PM   #7
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I hate to open a can of worms, but try to get Dometic warranty repair done from any of the "authorized" centers they refer you to. We had what appeared to be a warranty issue, but every "authorized" repair center refused to look at the problem because (in their own words), WE DIDN'T SELL THE TRAILER and WE WON'T LOOK AT IT! Ok, so I get it that warranty work doesn't pay the dealer well, but it seems to me that Dometic (or any other company) should see to it that the problem is resolved and the customer provided the service that the warranty covers.
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Old 07-17-2019, 04:03 PM   #8
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I still don't know what Paul's original issue was. Is that tiny rectangle Paul's note to Dometic, because it doesn't open for me.
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Old 07-17-2019, 04:31 PM   #9
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Quote:
Originally Posted by gwvwadc View Post
I hate to open a can of worms, but try to get Dometic warranty repair done from any of the "authorized" centers they refer you to. We had what appeared to be a warranty issue, but every "authorized" repair center refused to look at the problem because (in their own words), WE DIDN'T SELL THE TRAILER and WE WON'T LOOK AT IT! Ok, so I get it that warranty work doesn't pay the dealer well, but it seems to me that Dometic (or any other company) should see to it that the problem is resolved and the customer provided the service that the warranty covers.
The closest Dometic service center to us is almost 200 miles away
When I called them I got the same question from them “ Did you purchase the trailer from us? “ . When I said “No” they said I could bring my trailer down and they would fix it when they got the time . Customers who bought trailers from them came first
We had a Dometic dealer in our area but he dropped out because according to him he was
losing money doing warranty work for Dometic.
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Old 07-17-2019, 04:56 PM   #10
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Quote:
Originally Posted by gbaglo View Post
I still don't know what Paul's original issue was. Is that tiny rectangle Paul's note to Dometic, because it doesn't open for me.
Here's the response he got from Dometic when he asked for help.


Paul,

Dometic warranty requires that all repairs be performed by an authorized service center. They will trouble shoot and diagnose your unit to contact Dometic to obtain authorization to provide warrantable repairs.
Local service center may be located at www.dometic.com or if you would like to provide a city and state we can provide a list for you.

Service centers may provide mobile service, however Dometic warranty does not reimburse for the mobile fee.

Sarah Newton
Retail Customer Service Specialist
Phone 1-800-544-4881
customersupportcenter@dometic.com
Dometic North America Elkhart United States of America
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