KVH - Customer Service Warranty
Tracvision R5SL - Complaint
MIDDLETOWN, RHODE ISLAND -- I purchased a KVH - R5SL and installed it my self it worked fine for 23 months and then went out. Still under warranty I took my motor home to Premiere RV in Scott, Louisiana an authorized KVH service shop. They removed the defected board and shipped it to KVH so they could verify the defective board at this time the warranty only covers parts. KVH sent the part back to Premiere RV after about three weeks. So back to Scott, La. some 80 miles from me. They installed the part in 10 to 15 min. and presented me the bill $774.57 labor. KVH did not replace the circuit board; they replaced a bad component on the board for $434.00 labor. The circuit board used to sale for about $250.00. I paid $1,054.99 for this unit from PPL. Maybe I am not looking at this in the right way. So I read KVH’s Mission statement. I cannot find any thing in there Mission statement that would represent this kind of service. KVH’s warranty procedure does not allow the consumer to know what the repair bill will be until the job is done and repairing circuit board that most electronic manufactures would replace the board. I think they are saying please do not buy any more of KVH’s products.
Premiere RV charged $258.00 labor 2 hours at $129.00 per hour. One-hour diagnostics and one-hour labor, $7.74 shop supplies, $18.85 freight and $55.98 sales tax.