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Old 10-30-2011, 11:23 AM   #1
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WARRANTY COVERAGE ON FRESH WATER ENTRY LINE DRAIN

SMB West provided outstanding warranty support a little more than a year after purchase of a newly converted 2010 Ford van. This is just one example and I'll post more later.

The fresh water entry line low point drain valve handle was rubbing on the bottom van rail, making the handle difficult to turn. Even though this was a small and easily corrected problem, it was beyond my ability. SMB made no bones about it and fixed it with same day service at no charge.

While I remain picky, I didn't expect SMB could quickly obtain an alternate source to replace the rusting needle valve handle (probably a cheap import) with one made of gold (or CRES). As a result, the new one was showing signs of rust just two months later.

AFTER
BEFORE

Attached Thumbnails
PW drain valve before.JPG   PW drain valve handle before.JPG   New drain valve & position (after).JPG  
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Old 10-30-2011, 01:27 PM   #2
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Re: WARRANTY COVERAGE ON FRESH WATER ENTRY LINE DRAIN

So you're saying you think SMB should replace this one under warrantee even though your van is now out of the warrantee period?
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Old 11-01-2011, 01:00 PM   #3
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Re: WARRANTY COVERAGE ON FRESH WATER ENTRY LINE DRAIN

Quote:
Originally Posted by daveb
So you're saying you think SMB should replace this one under warrantee even though your van is now out of the warrantee period?
I'm saying they did replace it - and it was under warranty when I reported it for resolution (one year coverage). Totally pleased with SMB support - that's why I gave this example of their service.
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Old 11-01-2011, 01:31 PM   #4
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Re: WARRANTY COVERAGE ON FRESH WATER ENTRY LINE DRAIN

I think it depends on the situation, but yes I've had them replace items that were off warrantee when they felt it was a problem on their end. It shows their positive stance towards customer service. Have I had problems with equipment that I had to pay for repair? Sure, but I expect that with a vehicle like this. I've never dealt with a company who takes care of their customers like this. Kind of refreshing now days.
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