Warranty on sofa bed

[livinthegoodlife]

I have looked everywhere in our paperwork after just picking up our new 16TBS.  Other than saying to contact your dealer or authorized dealer, there is nothing saying that the sofa bed being under warranty.  After driving from Ohio to North Carolina to pick up our unit, we were sitting in the unit the day after returning home when the sofa bed kind of collapsed backward. The only thing that we could surmise was that it should have been resting on a metal bar and somehow ended up underneath that bar. We are going to call a dealer that is closer to home and see if they may be able to help us out. I hope this is just a fluke because of the money spent on the unit and it will be a covered warranty. Has anyone else had this problem?

[charliem]

[font size="3"][font face="arial"]I don't think you will have any trouble with the warranty with LL. They are very good. Call them and explain that you are distant from the selling dealer and they will work with you to find a closer service shop. I know they are now using Camping World since Thor bought LL.
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[livinthegoodlife]

Spoke with LivinLite and we are getting the situation handled among a couple of other small things we found.  They have been very gracious and are going out of their way to help us.  Have never had this kind of service before.  They are going above and beyond.  Would highly recommend a LivinLite to anyone!

[livinthegoodlife]

I again have spoken too soon.  It is now May 30 and had not heard anything on our sofa bed.  I called the dealer we are working with and they said they have not received the sofa in yet.  I waited another day and decided to call LivinLite myself.  I spoke to Don in Warranty.  He said he would check into it and call me back.  I waited two more days.  No call.  I called again. Spoke to Don again.  He said something has fallen through the cracks and doesn't know what happened to the order. I am pulling my hair out now. We are leaving in three weeks and need the sofa bed for my daughter. He said he was going to go over to purchasing and see what was going on. Would call me back. I am not going to hold my breath. Getting very frustrated. Don didn't sound like he was enjoying his job very much even though I was being kind and not yelling (yet).  I think the next step might be to call Scott Tuttle. 

[fasteddieb]

Your experience mirrors ours.

My first contact with Don was about my wiring issue. He attempted to explain away the problem, basically saying "They're all wired like that."

Others here, and the RVIA Standards, showed that to be demonstrably not true. Matt at Southland RV had to troubleshoot our issue on his own, unable to get authorization from Don to proceed, since in Don's view there was no problem. Whether Southland gets reimbursed for their work remains problematical.

Our other issue remains a defective storage door. Ordered my Southland on 5/8 and as far as we know, still not shipped. Karen got frustrated enough to call Don herself.

She found him, in one word, "rude". He was non-responsive when she asked when someone was planning to contact us about the unavailability of the replacement door. Still not shipped, as far as we know (since they're not communicating with us). And with the nearest dealer 80 miles away, a real inconvenience if another trip is required.

In any case, her next call is going to be to Scott Tuttle. And to post our dissatisfaction on Facebook.

Our experience so far is that Don has been tasked with being an obstacle to warranty claims, rather than an expediter of them. Or has chosen to take on that role his own. In either case, not a positive reflection on LivinLite customer service.

[charliem]

[quote source="/post/1279/thread" timestamp="1401510022" author="@livinthegoodlife"]I again have spoken too soon.  It is now May 30 and had not heard anything on our sofa bed.  I called the dealer we are working with and they said they have not received the sofa in yet.  I waited another day and decided to call LivinLite myself.  I spoke to Don in Warranty.  He said he would check into it and call me back.  I waited two more days.  No call.  I called again. Spoke to Don again.  He said something has fallen through the cracks and doesn't know what happened to the order. I am pulling my hair out now. We are leaving in three weeks and need the sofa bed for my daughter. He said he was going to go over to purchasing and see what was going on. Would call me back. I am not going to hold my breath. Getting very frustrated. Don didn't sound like he was enjoying his job very much even though I was being kind and not yelling (yet).  I think the next step might be to call Scott Tuttle. [/quote]Another "Don" story? See recent Whitehouse Presidential staff actions.

[farmboy]

Three submissions to  "Contact LivinLite"  on their web site and still no responses .  All  the questions had to do with purchasing a unit; I am a potential customer.  I did get several emails from  a salesperson from a local dealer stating  " ... I just received a note that you are interested in Camp Lite travel trailers....."      I had actually already exchanged emails with that sales person, and thought he might be doing a follow up contact with me.  But now I am sure that LivinLite forwarded my email address to the dealer for them to contact me, without telling me that they referred me to a dealer.    So, I asked the salesperson if it would be possible to custom order an unit with a different bathroom configuration; his response was that they can only order the existing floor plans.     I have a list of options, and two of them are for  charges for  ' deviation from standard engineering" .   (minor deviation costs $700; major deviation cost $1,400)     My daughter will be graduating with a communications degree; I think they should hire her at LivinLite.   A great product but a frustrating experience trying to get some information.  

[tinkeringtechie]

[quote source="/post/1286/thread" timestamp="1401551714" author="@farmboy"]Three submissions to  "Contact LivinLite"  on their web site and still no responses .  All  the questions had to do with purchasing a unit; I am a potential customer.  I did get several emails from  a salesperson from a local dealer stating  " ... I just received a note that you are interested in Camp Lite travel trailers....."      I had actually already exchanged emails with that sales person, and thought he might be doing a follow up contact with me.  But now I am sure that LivinLite forwarded my email address to the dealer for them to contact me, without telling me that they referred me to a dealer.    So, I asked the salesperson if it would be possible to custom order an unit with a different bathroom configuration; his response was that they can only order the existing floor plans.     I have a list of options, and two of them are for  charges for  ' deviation from standard engineering" .   (minor deviation costs $700; major deviation cost $1,400)     My daughter will be graduating with a communications degree; I think they should hire her at LivinLite.   A great product but a frustrating experience trying to get some information.  [/quote]Sales questions will be forwarded to your local dealer; that's their responsibility. We had the same thing when we were just trying to find the closest dealer. If your salesperson is unwilling to look into the custom bathroom then I'd suggest finding another salesperson/dealer.

[pinstriper]

[quote source="/post/1286/thread" timestamp="1401551714" author="@farmboy"]Three submissions to  "Contact LivinLite"  on their web site and still no responses .  All  the questions had to do with purchasing a unit; I am a potential customer.  I did get several emails from  a salesperson from a local dealer stating  " ... I just received a note that you are interested in Camp Lite travel trailers....."      I had actually already exchanged emails with that sales person, and thought he might be doing a follow up contact with me.  But now I am sure that LivinLite forwarded my email address to the dealer for them to contact me, without telling me that they referred me to a dealer.    So, I asked the salesperson if it would be possible to custom order an unit with a different bathroom configuration; his response was that they can only order the existing floor plans.     I have a list of options, and two of them are for  charges for  ' deviation from standard engineering" .   (minor deviation costs $700; major deviation cost $1,400)     My daughter will be graduating with a communications degree; I think they should hire her at LivinLite.   A great product but a frustrating experience trying to get some information.  [/quote][p]I had the same experience with Casita when we were considering them (not the engineering mod bit, just trying to get someone to engage with me about pricing and ordering).[/p][p]
[/p][p]It may be time to make a post on the Yahoo group with a link/links to these discussions. We know that Scott Tuttle lurks there and will respond to things that catch his interest, like his rant over the whole "Thor is taking over the design and making them use steel instead of aluminum in the 5th wheel".[/p][p]
[/p]

[farmboy]

One of my questions to LivinLite was if they had all the Camplite models on display at the factory; we had thought of touring the factory.   Very few are available in the area to see .  This was clearly a question for the factory.  

[dj]

We have factory tours weekdays after 3:00 PM local time.  We do not maintain a complete model line on site but most models are available to view. By touring the factory you can see our construction from start to finish.  I have noticed a few complaints about contacting the factory especially through the website.  There is a form on our contact us page for General Inquiries that is monitored daily but we are definitely a bit behind here as we are continuing to grow extremely fast.  For more pressing issues such as a parts or service concern, please use the following methods:

Service is normally handled through your local dealer but if you need to contact us directly please use the email address of service@livinlite.com or 574.862.2228 Ext 104

For Parts: parts@livinlite.com or 574-862-2228 Ext 120.

We, as most all RV Manufacturers, do not sell directly, but through our dealer network. However we welcome your suggestions, as that is how our new models and floor plans are often developed.
 -dj

[farmboy]

I plan on touring the factory and checking out the models that are available for viewing.  Thanks for responding; I really appreciate that.   Now to figure out which model to get.  

[livinthegoodlife]

We heard from Don at LivinLite today.  He said the sofabed that we have been waiting on for for almost two months is supposed to be shipped this weekend and we should have it sometime next week. Am I holding my breath?!! We will see....

[funpilot]

By the way, what ever happened here?

[livinthegoodlife]

funpilot,

The sofa bed was shipped to our local Livin Lite Dealer.  They installed it for us along with the missing mattress and a new cracked window that was found. When the sofa was being installed, it was found that it was missing the middle support.  We were getting ready to leave for vacation, so told the dealer that we would work it out when we got back. I was in touch with Don at Livin Lite and they agreed to have their production come up with a fix. I am understanding that some of the earlier sofas in the smaller slides as in the 16TBS' have a defect like this. We have been notified that the support should be on its way shortly.