Hi all, I have a 4star trailer with outlaw conversion LQ and I love it. I have had it since December 06 and I am very impressed with the quality of the conversion. The problem I am having is that the trailer needs some warranty work. The pocket door between the living area and the bathroom fell off its rails and was wedged open. I drove 3.5 hours from Austin, TX to Stephenville, TX and they looked at the door. The said the door was installed incorrectly on the rails. They fixed the rails but said the door was poorly made, it was totally their fault, they are so sorry, but I need to bring it back another day, a week day, of course. And they will need it a full 8 hours. So I have to drive up the night before, stay overnight, and then drive back 3.5 hours starting at 6 pm.
I already spent $100 in gas for their oversight in installation and workmanship (which they admitted to many times) so I asked if they have someone who swings through Austin and does service work and if I could get on their schedule. Nope, they don't do that. I then asked if they would send someone down to me. Nope, they don't do that. I am really loathe to take a day off work and spend more money for them to fix their problem with my trailer, which I already paid handsomely for, I might add! Now there's a problem with my awning and my tv, and I can't keep taking more days off work and spending more money. The trailer is 8 months old!!
It's becoming enough of a problem that I although I love 4 star and Outlaw, I will probably not buy another trailer from them in the next couple of years when I upgrade. I need someone who can fix their work, under warranty, on their dime, not mine. What is the point of a warranty if I have to take it to a RV shop so I don't miss days of work?
My question to every one is: Is this typical? Do the benefits of Outlaw outweigh the complete pain of getting my trailer serviced? Am I better off going with a more local conversion, even if it is of supposed lesser quality. I wanted the best when I bought my 4-star/Outlaw trailer and I thought I got it. I did not get the best customer service after the sale, however.
Posted 2007-07-09 3:03 PM (#63516 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Location: Texas
Welcome to the club. I don't have time to really get started on Outlaw, but they are the most arrogant bunch of SOB's I have ever dealt with. They did a Bloomer for me a few trailers back and I had so many problems I got rid of it 6 months later. The trailer was great, but the Outlaw conversion was lousy and they did nothing to help resolve the problems. Randy Bloomer personally got involved and did more than anyone could have expected to help, and was great to work with, but Outlaw did nothing but create animosity. I believe Randy was personally embarrased by their attitude. There are several conversion companies out there that do better work and care about the quality of their product. I just saw a new conversion done by Pete's Custom Conversion that is the best I've ever seen. I will go to them next. My advice; get someone else to fix your trailer and eat the cost yourself. The price will be small compared to having to deal with Outlaw.
Posted 2007-07-09 4:17 PM (#63525 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Elite Veteran
Posts: 736 Location: Western WA
I don't know that I would have started the post with "I have an Outlaw conversation and I love it". Sounds like anything but love to me. Sounds like you have had more than your fair share of problems for a 6 month old trailer.
Doing an armchair diagnosis here, but my husband is a finish carpenter and installs pocket doors every day. I can visualize what your problem might be, and I'm guessing if the door came off the track the problem is in the "pocket" and the wall might have to come apart. You might be better off having a local RV repair place deal with it than having to make the all day trip (and then some) to get it fixed under warranty. At least if you have repairs done locally, if there are further problems, they will be easier to deal with.
Posted 2007-07-09 4:34 PM (#63527 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Elite Veteran
Posts: 781 Location: La Cygne, KS
JMO but just because a conversion is not done by a well known brand name doesn't mean it isn't quality work. I've had three conversions done by a very small company and have never had a "warranty" repair issue, the company has always answered my questions promptly. The only repair work I have had done is to the Fridge and that was because the sensor board went out, nothing to do with quality of workmanship. A smaller company can also do real custom work and give you a broader range of design options. A smaller company has to work harder in my opinion to stay in business on good word of mouth. And I have found that resell doesn't hinge on who did the conversion, but in how clean and good of shape the trailer is in. Like the other poster said, I would send them a bill for the work done locally. Good luck with your dilema.
Posted 2007-07-09 6:47 PM (#63535 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Regular
Posts: 88 Location: Youngstown, OH
If your trailer interior is still under warranty you should be able to get it repaired locally (usually considered if the manufacturer/dealer is more than 50 miles away) and covered under Outlaw's warranty. This always goes easier if you have Outlaw's authorization first. I'm surprised that they are this uncooperative. Friends of mine had an Elite with an Outlaw that had some LQ trouble and they sent the parts to the local RV dealer and had the work done there. But my friends lived in Maine, so I suppose there really was no other way to handle it.
When it comes to my LQ, the service level of the conversion company is priority one!
Posted 2007-07-09 7:37 PM (#63538 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 6
Very bad news about the Outlaw problems, as I have one on order and should be done next week. I also checked out Pete's Custom Conversions, but with the same brand of trailer their conversion was MUCH more expensive. I hope not to have problems, as this is my dream trailer of several years of saving and overtime work!!
Posted 2007-07-09 9:03 PM (#63543 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Veteran
Posts: 148 Location: columbia tn
i have a 10' sw norstar with trail boss conversions.. trailboss has been wonderful to work with.. i would like my next trailer to be done by them...wish i could say the same for working with cimmaron...thats a whole nother story.....good luck with your problem...
Posted 2007-07-09 9:37 PM (#63546 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Extreme Veteran
Posts: 335 Location: Decatur, Texas
wookie - have you considered keeping up with all of your actual costs, ie, pay lost, fuel costs involved, etc. Have your work done at a local RV shop, submit the totals for everything involved to Outlaw in the form of an invoice. Let it be known up front that if it is unpaid, you will see them in small claims court and stick to it. OR stick it to them.
Posted 2007-07-09 10:17 PM (#63547 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Expert
Posts: 2615
You do have very nice trailer,and a very nice conversion package.Unfortunately,they aren't being very easy to work with you on the problem,IMO.It's a little impractical to say the least to expect people to take off from their jobs and make a drive like that and stay overnight,ect.They should find someone local to you that can take care of it,and honor the work done.I can understand their point of view,in that it's their work,their warranty,and in order to honor it,they want to do the repairs.It's just not feasible for everybody to drive down to Texas to get something fixed.I thought they handled those types of problems through the dealers that they install their conversions for???
Posted 2007-07-10 7:35 AM (#63560 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 11
Thanks to all the responses!When the door first jammed, they did authorize us to go to an RV store, but because we wanted additional optional work done, like install solar panels, we went up there. One time. It was on that trip that they fixed the rails but then said to bring it back because the door itself was poorly made and needs to be remade. And they need 8 hours to do it, since they make everything from scratch there and would need time for the stain to dry.In the couple of weeks since the first trip, I have noticed a couple of things go awry, like the awning and such and that makes me worried. I can handle one, possibly two trips up there to get the gremlins out of a new trailer and get some custom work done. I can't keep taking it up there when every little thing goes wrong.I was just wondering if this was typical of conversation companies. And someone made the excellent point about companies that work in other states and they go through RV centers and reimburse you. I guess that's what I should have done to begin with, but I was nervous of a third party install solar panels and having Outlaw come back and say "Well you drilled through the roof, your warranty is void." So I wanted them to do the work while the trailer was still under warranty.Now I guess I have painted myself in a corner. Got to go back up there to finish the door. I'll have them fix EVERYTHING I can find because I won't be making the trip again.P.S. The reason I said I loved the conversion is because I had done quite a fair bit of shopping and their workmanship is excellent. Their cabinetry is better than my house! I like that they use real Kohler fixtures and sinks and real nice appliances. I just hope I never have a problem again.Thanks for all the responses!
Posted 2007-07-10 9:58 AM (#63572 - in reply to #63560) Subject: RE: Outlaw Conversions Warranty
Expert
Posts: 2615
You are right about their interiors.We had one,and the cabinets were beautiful,the conversion was really nice.The trailer just wans't tall enough for a bed in the gooseneck is all,with ducted heat,ect.
The cabinets we have in our conversion by Sierra look as nice or nicer than the ones in my house,too.
Posted 2007-07-10 10:49 AM (#63574 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 6
I understand where your coming from on the Outlaw Service, but I ended up happy. I had a small issue that I needed serviced and I arrived at their shop at about 3:30 in the afternoon (unanounced with no scheduled time) and they were unable to repair it that day. I stayed the night and they had it finished after lunch the next day. I was not upset because I knew that I didn't allow them enought time or notice. Did you arrive early in the day or was it late in the day? Did they have enough time to do the work the day you arrived? Did they know you were coming? I have owned several Outlaws and I can't say that I've never had a problem, because I know I'm bouncing a house down the road, but everytime they service me it has been a great experience. I've had service done on the road and service done at their shop. I have learned that if I schedule a time when I'm arriving they will jump all over it and have parts ready to install when I get their. You might contact them again and ask to speak with someone who handles complants. I know the way their company works you might get to speak with the owner. The way I've been serviced I can't see them not taking care of you. Just an opinion from a Happy Hart Outlaw Customer.
Posted 2007-07-10 11:02 AM (#63575 - in reply to #63574) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 11
Hey funinthesun!Yea when I initially took the trailer in, I had an appointment and my horses with me and they said it would take an hour to fix the rails on the pocket door. They had seen this type of malfunction before. So I left my horses loaded and they worked in the parking lot. Once the got the door unjammed, they found out the door itself was defective and that's what I need to come back for. The door had been improperly made.
So yea, I had been in contact with them and made an appointment, they had discovered additional work that needed to be done because of a mistake in their manufacturing, but I was obligated to bring it back and leave it for a full day so they can remake the door.
I guess I figured since I had made a good faith effort to get up there, they should return the favor for the second piece of work since it was absolutely a fault in manufacturing. If I had damaged the trailer in some way myself, I would not be so quick for them to go out of their way to fix it. The doors are all made on site and to the trailer's dimensions so they can't even make the door and ship it to an RV store for someone else to install. So I either drive my trailer back up there and stay overnight or I never get the pocket door replaced.
Posted 2007-07-10 11:38 AM (#63578 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 11
Yea, funinthesun, the people at Outlaw were very nice when we were there. They even offered to install a hat rack for me if they had one I liked. That was great. My problem is that those nice people are 3.5 hours away from me and I can't keep taking time off work.If they had a service plan where you pay a couple hundred a year and they will come to you, I would buy it! I like the trailer, I like the work, but I work full time and just can't swing to Stephenville all the time. I guess I got unlucky with the door. If it had been electrical or plumbing, I bet an RV store could finish the repair and bill them.
Posted 2007-07-10 12:50 PM (#63585 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Regular
Posts: 88 Location: Youngstown, OH
What about the dealer you bought it from? Why couldn't Outlaw make the door based on the old one, ship it to your dealer and have the dealer do the replacement. I would start with the dealer and see what they can get Outlaw to do for you - they are supposed to be your representative with Outlaw, so put them to work for you.
Posted 2007-07-10 12:56 PM (#63586 - in reply to #63516) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 6
I was just wanting to respond to your comment about Outlaw and Bloomer. When I was looking for my next trailer last year Outlaw told me that they didn't build in the Bloomer trailer. They said they stopped building in the Bloomers in 2000. What year was your trailer? If you were able to get one after 2000 who did you get it from so I can call them. Thanks,
Posted 2007-07-10 1:33 PM (#63593 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 11
Hi all!
Actually Outlaw called me before I could call them and is sending a driver out to pick up my trailer this evening!! Wow! They will get my trailer back to me by the 18th and are going to make it a priority. I am completely blown away!
I am so floored! Thank you so much, Outlaw!
I hope they take my extended service plan idea to heart. I would pay for that service if they provided it to avoid any heartache in the future. They could even prorate it by distance to Stephenville. Just a thought!
Posted 2007-07-10 3:45 PM (#63598 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Extreme Veteran
Posts: 346
I was told outlaw only builds in 4star, Platinum, Hart, and a few C&C. They used to build in others but not now. They dropped Elite in feb. I myself tried to deal with them on design, that was a joke. They insisted that I deal with the dealer and honestly it came down to "dont call back without the dealer". They do not even want you to come by while building the trailer to see what goes on inside. I was not impressed by them at all. I also agree with TX that they seem very arrogant. Granted alot of folks think they are the absolute best you can get, but that is there opinion just as I have mine.
Posted 2007-07-10 4:41 PM (#63603 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Member
Posts: 6
I'm glad to see Outlaw is taking care of you wookiee. It goes to show if Outlaw knows about your problem they will get it taken care of. That's why I'm very pleased to own one myself. Have a great day and enjoy your trailer when it arrives back.
Posted 2007-07-10 6:42 PM (#63610 - in reply to #63515) Subject: RE: Outlaw Conversions Warranty
Regular
Posts: 95 Location: East Central Kansas
I agree with threeman....outlaw does make good LQ's, however they do need to work on thier customer focus. There are just to many conversion companies out there now that do just as good or even better than Outlaw.
Outlaw Conversions Warranty
