I have a slide topper awning that collects water rather than deflecting it off. I had two days of rain on my first trip and notified DOMETIC right away and have been getting nothing but a big run around with them since. Buddy has the same unit with no problems.
History of my problem is as follows:
Picked it up my factroy ordered 8317SS from Nolans RV in Denver, CO
07-27 to 09-02 2007
Used my unit in Oregon to which I only had two days and one evening of rain. Noticed that my slide topper would catch the water rather than having it run off. My buddy has the exact same unit and was parked next door to us and never had that problem.
I Emailed and notified Dometic of my problem and received a reply that I should take my unit to an authorized service center to have the topper tension tightened.
Made an appointment for Camping World for October and when I arrived at the appointment that day they could not take me. Since I was not going to be using the unit until spring I made an appointment for February. I should also mention that during this time the slide out is in during storage and non use.
Camping world added three turns of tension and the tech aslo reinstalled the anti-bellow as they said that it was about to fall off.
While waxing my unit I noticed that a couple of screws holding the topper assembly to the slide out were gone
. I notified Camping World and the tech said that they were missing or rusted/broken off when he performed his work on 02-21-08. Notified Dometic and they replied that they should be replaced and that it would be under warranty.
Rained overnight and woke to notice that the topper awning still collects water. My buddies who has the exact same unit parked next to mine works as it should and does not collect water.
Notified Dometic to receive a reply “Water pooling on the slide out awning will stretch the fabric, if the slide room is open when it is raining, you should close it when the rain stops so the water will run off. If the fabric is stretched from water pooling it will need to be replaced and it would not be covered by the Dometic limited warranty. “
I have explained my problem via email with pictures and all previous correspondence since day one of this problem to receive this poor response.
My salesman from Nolans RV has replied... that he talked with his service adviser about you still having issues with the awning and he said that they probably need to add more tension but also added that the turns need to be done on both ends to get the full benefit of the tension. I don't think the reason dometic gave you for the awning stretching is a good one seeing that both your units are the same and used at the same location and one has the problem and the other doesn't. I'm hoping this issue is taken care of soon without all the headaches.
Keep me informed as you are doing so I can transfer this info if needed onto others. This is very unusual with the rockwood products as like I said we have very few issues with them.
I do have to say that someone is out there looking out to help me with my problem... my initial salesman "Mitchell" from Nolans RV. Thanks Mitchell!
I plan on forwarding this info to Camping World and Dometic and I will keep the forum informed on what happens next.
Received an email from DOMETIC stating "Because there was not enough tension on the awning which may have allowed the fabric to be stretched, we will replace the fabric under warranty."
I immediately contacted Camping World's fantastic service rep and he has ordered the new fabric. (I do have to mention that dealing with the service rep from Camping World has been pleasant and that all my emails and calls have been promptly returned). So hopefully with the tension added on both ends of the topper, the new fabric and the missing screws replaced, my problem will be solved and I will be a happy camper. I will keep the forum informed on my soon to be repaired awning.