Unhappy with my Viking PU.

[ranger97]

I have a Viking 2003, and while I haven't had any pulley problems, their service in general has been terrible - even rude when I called their headquarters.

I have a 1994 Viking PU, I beleive it's the 1706 model.  One of the plastic pulleys that operates the lift decided to give up the ghost.  Besides addressing the "what genious decided a plastic pulley with a metal cable was a good idea", there are some serious other problems I'm having with Viking.

The pulleys were probably designed to wear out prior to the cable, that's fine, as long as the pulleys are readily available to replace as a standard maintanence item.    There was such a demand for new pulleys, Viking ran out of the plastic ones (I'm assuming this is soon after they quit using this design).

So now...I can't get a plastic pulley.  But, thanks to Viking, they come out with a small metal pulley that fit's in it's place.  The problem...THEY WANT 41 DOLLARS FOR ONE PULLEY, and that is without a mark-up according to the supplier.  Come on guys, surely someone from Viking reads this forum...40 freakin bucks?  

If I were to change the all the poorly designed pulleys it would be a 400 dollar job!!!  These pulleys are about 1" wide and about 1/2" thick.  Does that really sound reasonable to ANYONE?  

I have a Viking 2003, and while I haven't had any pulley problems, their service in general has been terrible - even rude when I called their headquarters.

I'm all for capitalism, Viking should not be forced to sell the pulley for a lower price than they want to...it's all about supply and demand.  But there is something to be said for reasonable customer service, as well as Viking sucking up some of the cost for their poor design.

I guess my whole point is...if you are looking at buying a Viking, keep in mind that you will get little to no support from the manufacturer, and from my experience, they will try to take advantage of you where ever they can.

[Sitting Bull]

Anyways good luck Let me know if you need some advice with them I will take a few pics if needed....

I've looked all over some pulleys that might work.  I found a few that were close to the right diameter, but they were way too thick to fit into the bracket.  I found another that was close in thickness, but it wasn't deep enough for two cables.  Do you have a picture of the pulleys you used?  The hardware stores around here just don't carry a good selection of pulleys.  If I we're to send you a check first, could you purchase a few, ship them to me, so I can use them as some test subjects?

Thanks!!!

[Done Working]

Yeah  $41.00. It sucks. I feel your pain.  

You mentioned in a earlier post(Earlier post.)  that you bought this trailer used and that it wasn't used all that often by the previous owner.

I'm guessing one of two things happened here. The previous owner lied to you and used this trailer so often that the part wore out completely or that the unit wasn't properly maintained while in storage. You  mentioned in the same post that the front didn't come down when trying to close it during the demonstration. This is when you tried to force it down to the closed position. Since the unit has been sitting for long time it is possible that it wasn't lubricated properly and that the action of trying to force it closed may have broken the part in question.

I'm not trying to justify them in charging $41.00 for a two dollar part or for using  lousy parts to start with but this is something that is common practice amongst all manufacturer's.  So don't just blame one of them. Blame all of them.

Sure it would be nice if things would last for ever and sure would be nice if manufacturer's would stand up to repair their mistakes. I'm guessing this won't happen. They all make mistakes, even the best of the best.  I just had to replace intake manifold gaskets on two separate vehicles in the last year because the manufacturer in their wisdom decided to use plastic gaskets in order to save a few pennies. Was I pissed? You bet I was but this is the reality of the manufactured goods that we purchase.  
It sucks and I really doubt that we can do anything about it.

Remember the rusty Japanese cars when they originally came over to North America or something closer to home the rusty Fords of the early 70's. If I remember correctly the Fords lasted only two years before rust would show and completely disintegrate the third year.  
We all pay the price of competition.

Something worth mentioning is that Viking does have a lifetime warranty on their lift system to the original owner.  I believe others have the same warranty coverage. So they do stand behind their products.

Good luck with your work.

[Done Working]

I have a Viking 2003, and while I haven't had any pulley problems, their service in general has been terrible - even rude when I called their headquarters.

I recall that you bought your trailer from a bank because the dealer took off and left the bank with it's inventory to sell. I'm sure you got a great deal.

So in reality you didn't purchase this trailer from a reputable dealer you bought it from a bank.  A reputable dealer would of assemble and prepped this trailer properly.  I don't understand why you would expect a manufacturer to back up their product if the trailer wasn't prepped by an authorized dealer. Actually your only complaint was that your trailer didn't come with a stove and they wanted $500.00 for a new one. (that really sucks one could buy a stove for their home at that price). Try buying one from any manufacturer.

Anyways
The number one thing that is posted over and over again on all of the PU forums is that if you purchase a trailer and that means any trailer (Viking, Fleetwood, Jayco whatever) be sure that you purchase it from a reputable dealer.

If you were a trailer manufacturer would you let a banker prep it, assemble it sell it and then you as a the manufacturer cover it under warranty. I don't think so. I know I wouldn't. Who knows what happened on the lot after the dealer skipped town. It really is the same as buying something from the repo man. Not really a good idea if you want something that is good and reliable.

I bought mine from a dealer. It was assembled and prepped properly. I only had one minor problem with it and they fixed everything up, couldn't be happier.

I have also written to the manufacturer on many occasions asking them questions and they have always been great. Their answers to my e-mails might  not always be what I want to hear but they are being truthful and honest.  What more can one ask.

Be happy that you got yourself a trailer for a great price, now its time to go out and enjoy it.

[howlinowl]

13 years for a plastic pulley seems to be a pretty good run... 'course the thing isn't used every day, probably one of the reasons Viking went with them.  Their cost was less than a comprable steel one, and when it did fail, it was years past the expiration of the warranty and the unit is most likely not owned by the original purchaser, anyway.  As much as it might hurt to hear it, Viking probably doesn't give a rats a$$ about your second hand purchased 13 year old pop up.

Think that is bad?  I know of a manufacturer of commercial refrigeration equipment that cancels the warranty on a piece of equipment as soon as the original purchaser sell it to another.  If someone purchases a entire restaurant full of less than year old equipment because the previous establishment went out of buisness, none of the warranties transfer to the new owner.

Besides, most warranties are NOT nessasaraly for the customers benefit.  Manufacturers use them to basically "field test" their equipment and get failed items back to inspect so they can make nessasary changes to their products.  I'm sure that Viking was pretty satisfied with the lifespan of the plastic pulleys.

It would be nice if they would sell the pulley for a reasonalble price, or maybe sell all of them as a package. I can understand that, as long as you are replacing one,  you might as well replace them all.  But then somebody would be complaining that they have to buy all 10 pulleys instead of one.  

Allan

[AustinBoston]

Austin, please please please answer this one question...is 400 dollars a reasonable price to replace pulleys that wear out with 10 or 15 years because of an admitted design flaw?  If you say yes it is, fine - we have a difference of opinion.  If you say no it's not - why are you questioning everything I say?

I own a Coleman/Fleetwood with an ABS roof.  Do a search on "ABS" and "sag" some time.  So far, my roof is fine.  But you have nothing to complain about.  Every pop-up manufacturer - every one - doesn't care in the least about your old - yes, OLD pop-up.

I'm an architect.  I design things for a living.  When something doesn't last it's anticpated lifespan, my butt is on the line.  If I were to design a connection that rusted out in 10 years because it wasn't properly flashed on my drawings, would you then defend me so fervently?

The lifetime of buildings is hundreds of years.  But if I buy a new building, I expect to have to pay tens of thousands for a new roof in 20-30 years.  Because the overall product may have a specific lifespan does not mean all of it's parts wil have that lifespan, or that expensive maintenance is not required.

We paid about 2-1/2 times as much for our van as for our pop-up.  But we've paid about thirty times as much for maintenance.  Should I complain about that?  Is it the manufacturer's fault that engine components fail in a van that is several yearts out of waranty?

Sheesh man, your feathers get ruffled easily.  IF this isn't the place to discuss what's good and what's bad about certain models of pop-ups...what forum is?

You did not discuss it - you complained that other people thought you had things out of perspective.  You repeatedly changed your story.  Several people responded with about the same perspective - that's life.  But you latched on to me because I was the "loudest."

You are welcome to participate, even complain, but statements like "I guess my whole point is...if you are looking at buying a Viking, keep in mind that you will get little to no support from the manufacturer, and from my experience, they will try to take advantage of you where ever they can" (emphasis not added) are:

1) almost always untrue (and so you yourself proved in your original post)
2) expecting something unreasonable (that the manufacturer owns the pop-up forever)
3) designed to ruffle feathers

Austin

[AustinBoston]

Every now and then AustinBoston gets his panties in a bunch for unknown reasons. Get out the popcorn

I'd love to argue with this but I'm afraid it's true.

Except...for me, it's knickers in a knot...  

Austin

[Sitting Bull]

Except...for me, it's knickers in a knot...  

Austin

Somehow...I don't quite believe that.  But yes Austin, you are 100% correct, and I sincerely apologize for upsetting you with my compliant.

VIKING CAMPERS AND THEIR REPLACEMENT PART PRICES ROCK!!!

[Sitting Bull]

Yeah  $41.00. It sucks. I feel your pain.  

You mentioned in a earlier post(Earlier post.)  that you bought this trailer used and that it wasn't used all that often by the previous owner.

I'm guessing one of two things happened here. The previous owner lied to you and used this trailer so often that the part wore out completely or that the unit wasn't properly maintained while in storage. You  mentioned in the same post that the front didn't come down when trying to close it during the demonstration. This is when you tried to force it down to the closed position. Since the unit has been sitting for long time it is possible that it wasn't lubricated properly and that the action of trying to force it closed may have broken the part in question.

Yeah, you bring up a really good point.  I'd be pretty sure they haven't been lubbed in a while.  Is silicone the best for that?

Today I'm taking apart the bearings to regrease them, next weekend the cables should come in, then I'll address the pulleys.  I need a break from the pulley situation...before the camper becomes more of a stress adder than a stress reducer.  It's PERFECT camping weather in Georgia right now, my 2 and 4 year old's are really jones'in to get out there...we may just end up taking the ole reliable tent this afternoon.

[gpn02]

The "Real" issue at hand here is the fact Viking should be doing whatever is in it's power to help this guy get what he needs! Even if it means sucking up a few dollars and charging him less for the replacement part. In this sitiuation he can deal directly with the manufactuer. This is not any of the aftermarket car parts supplier that cant change pricing on items sold to the public. It happens everyday as a buyer for a large company I am constantly making deals on products and goods that reflect direct item pricing. I often deal with manufactuers that will lower pricing on products for the sake of good cutomer relations. I have bought any number of products  this way from one item to thousands. The fact is Regardless if he purchased this thing new or used it's still a Viking product and you have to stand behind your Products and services with a stiff lip. Although It is absolutely in this companys favor to step up to the plate and provide great customer service!! This is whats lacking here. It's not about the cost of the item it's about doing what alot of  companys  have to do to survive! Bottom Line good customer service!!

[fritz_monroe]

I'll go ahead and add in my view on this.

I read your initial post as you wanting them to replace the pullies basically for free.  After reading through the rest, I understand your view a bit better, it doesn't have much to do with getting a free fix, but an annoyance with the design and price.  I would be annoyed with the price as well.  However, I'd also see it as a 13 year old popup and probably end up paying the price, complaining the entire transaction.

Also, I wouldn't consider a 9 year old camper to be a "newer" model.  It's not all that old, but it's not new.

[howlinowl]

The "Real" issue at hand here is the fact Viking should be doing whatever is in it's power to help this guy get what he needs! Even if it means sucking up a few dollars and charging him less for the replacement part. In this sitiuation he can deal directly with the manufactuer. This is not any of the aftermarket car parts supplier that cant change pricing on items sold to the public. It happens everyday as a buyer for a large company I am constantly making deals on products and goods that reflect direct item pricing. I often deal with manufactuers that will lower pricing on products for the sake of good cutomer relations. I have bought any number of products  this way from one item to thousands. The fact is Regardless if he purchased this thing new or used it's still a Viking product and you have to stand behind your Products and services with a stiff lip. Although It is absolutely in this companys favor to step up to the plate and provide great customer service!! This is whats lacking here. It's not about the cost of the item it's about doing what alot of  companys  have to do to survive! Bottom Line good customer service!!

Viking should be doing whatever in it's power???  Where is it that they aren't??  The guy needs a pulley.  Viking has the pulley to supply to him.  Yes, 41 bucks seems like a lot, however, we do not know if this is an item that the dealer has to order and have shipped to him.  So, the 41 bucks may include shipping and some mark up by the dealer (he's got to make some bucks, too).  What would be a fair price for the pulley??  

Allan

[Sitting Bull]

Viking should be doing whatever in it's power???

Yes.  They should make an effort to provide a replacement part and a reasonable price.

Where is it that they aren't??  The guy needs a pulley.  Viking has the pulley to supply to him.  Yes, 41 bucks seems like a lot, however, we do not know if this is an item that the dealer has to order and have shipped to him.  

At this point, the argument is just getting dumb and I refuse to keep answering the same question asked in a different manner.  We're talking about a pulley that is about 1" in diameter and 1/2" in width.  This would be $1.50 at the hardware store, if I shipped it to Alaska it would cost 39 cents.  So, I figure a reasonable price would be 10 times the cost to make it.  THAT IS A 1000% MARK-UP, and still about 1/3 of the price from the dealer.  

There are two folks helping me with this off-list.  Hopefully this will pan out, if not, I'm going to get them made at a local machine shop.  I'll see if I can get 100 of them made and sell to the other Viking owners.

[fritz_monroe]

I didn't think about this before, but I recall hearing about someone that salvages camper parts.  They are out of Canada, but I can't recall where exactly or the name of the place.  I'm sure that someone will chime in with the name.  They may have some of these pullies for a decent price.  They would be used, and may not have 13 years in them, but maybe 6 to 8 years.

[tlhdoc]

Every now and then AustinBoston gets his panties in a bunch for unknown reasons. Get out the popcorn

LOL, I didn't read this post until today.
 
My 2 cents,
 
I also would be upset to have to spend $41 for a pulley.