A, s you remember, we have had 2 spring hangers break on the 5W. This last time, we were in Schulenburg, TX when this happened and I can't say enough nice things about the people in Schulenburg. But, Lippert (the manufacturer of the spring hangers) asked us to send the broken spring hanger back to them so it could be tested. Also, even though they told us to get a hotel room and get a mobile welder to fix it and they would pay everything, they told us after it was done that they wouldn't pay for anything until we sent it back and if it tested faulty. Remember, we were ONE month out of factory warranty.
OK. Now that we have reviewed everything, let's move on.
So, I shipped the part back to the address they gave me. It came back as "refused". So, I called them, checked the address, and sent it again. Came back again. This time I called and I wasn't so nice. They gave me a different address and I mailed it again. This time they got it. They tested it and sure enough, the metal was faulty. They then agreed to pay for everything that happened in Schulenburg. However, at this point, I told them that I thought they should replace the 4 remaining spring hangers before they broke and we were once again stuck on the side of the road somewhere. Lippert agreed and asked us to get an estimate of the cost to replace the spring hangers from a dealer and send it to them. We contacted Cliff Jones RV in Sealy, TX since they had been semi involved in this from the beginning.
Roy, the service manager at Cliff Jones, sent in the estimate. Lippert was agreeable with the estimate and agreed to provide all the parts to correct the problem. As most everyone knows, the weather around the US has been crazy. So, the parts were suppose to be shipped one week, but because of inclement weather, did not get shipped until the following week. Also, once the parts were shipped, they got stuck in Illinois and then in Kentucky because of all the snow. But, finally, the parts arrived and the 5W went in for repairs. Cliff Jones RV had told us that they would do their best to do the work in 1 day and they did. Mr. W took the 5W in at 8:30 when they opened and they were finished around 4:00 that afternoon.
I want to say that I appreciate Lippert being a stand up company and standing behind their products and their name. I was very put out with them when all of this happened but for them to admit that the metal was faulty and then agree to replace the remaining 4 at no cost to us was EXCELLENT customer service. I for one will be singing their praises to everyone I meet. Good job Lippert.
So, that's the follow up to the spring hanger saga and Lippert really did come through.
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