Claim Detail

processor • Apr 17, 2025, 11:52 AM

@Stephanie D Can you tell me who is the vendor for this? Thanks!

dealer_or_external • Apr 17, 2025, 2:03 PM

Dometic, I meant to address that in the line.

processor • Apr 17, 2025, 3:56 PM

Sent PA email to Dometic

processor • Apr 21, 2025, 11:59 AM

@Stephanie D Our Water Heater Engineers are reviewing the pictures and information that were provided to us for this consumer’s WH-6GE / 94002 SP 42395627 water heater and are requesting a couple of pictures of the PT valve (remove from the water heater) and a picture (from outside) of the water heater with the access door closed… please send them.

dealer_or_external • Apr 21, 2025, 12:55 PM

@Chris L @Cole P more required info and photos needed from manufacture. I printed the feedback for the tech.

dealer_or_external • Apr 21, 2025, 1:44 PM

@Stephanie D photos are on the text line.

processor • Apr 21, 2025, 4:14 PM

Pictures added to PA email

processor • Apr 22, 2025, 11:07 AM

@Stephanie D Dometic feedback: Our Water Heater Engineer is reviewing this and has sent the following response:   Can we get a picture or two of the exhaust tube issue if it is visible from the outside?

processor • Apr 22, 2025, 1:48 PM

Photo added

dealer_or_external • Apr 29, 2025, 9:52 AM

Hello, customer called and ask if there was any more updates on this and I told them we would look into it.

processor • Apr 29, 2025, 11:14 AM

Hi! I emailed Dometic for an update on 4/24, with no response. I did send another request for a status update just now.

processor • Apr 29, 2025, 11:14 AM

Hi! I emailed Dometic for an update on 4/24, with no response. I did send another request for a status update just now. I will give them a call.

processor • Apr 29, 2025, 12:31 PM

I called Dometic, the lady handling this PA was out of town for a few days, she said she's sending me an email shortly on how they're going to handle this, but she did say they want to replace the water heater. I will update you as soon as that email comes through!

processor • Apr 29, 2025, 12:37 PM

Sent you the email with their response and some questions they want answered

processor • Apr 30, 2025, 4:35 PM

@Stephanie D Hi! Dometic sent an email asking if we had the requested info for them to send the replacement water heater. All the info they're looking for is in the email I sent you yesterday. Thank you!

processor • May 2, 2025, 11:14 AM

Email sent to Dometic with requested info

processor • May 15, 2025, 1:10 PM

@Stephanie D Hi! Here's the approval information I just got back from Dometic. I have also uploaded the official warranty authorization to this folder. Let me know if you need anything else! Hello Ashlee,   Attached are copies of the authorization/Service Event (SE) 10344710 for the new water heater and the Return Order (RMA) RMA0126651 for the replaced water heater; we authorized this for 1.5 hours labor, which is what we usually authorize for replacing the water heater; if you need a little more labor, let us know.   The new replacement water heater shipped out of our Indiana warehouse on 5/13, so you should be receiving it any day.     Please note:   -We are requesting the replaced water heater to be returned to us for testing/further review.   -Please write "RMA0126651, ATTN JASON TYLER" on the outside of the return carton and return the replaced water heater and a copy of the RMA within 90 days of repair via regular UPS or FedEx ground to the address noted on the RMA; either add the return freight to your claim and include a copy of the return freight invoice with your claim paperwork or call us so we can issue a FedEx label for the return.   -The water heater model & serial numbers, the RV VIN number & manufacturer, the consumer's name & mailing address, the date of repair, your work order/invoice number, and your Dometic account number must all be noted on your claim paperwork.   -Write the SE number on the claim paperwork and send the claim paperwork and a copy of the return freight invoice within 90 days of repair to:  Dometic Recall Dept, 5155 Verdant Drive, Elkhart, IN 46516 (or you can send the paperwork to recall@dometic.com if it is a good, readable pdf copy).  Once our warehouse receives the water heater in, they will notify us and the claim can be processed for payment.    

dealer_or_external • Jun 11, 2025, 12:20 PM

@Ashlee O I have the water heater on my UPS pickup table. I have attached proof of shipping cost and tracking info. Hope you're having a good Wednesday!

processor • Jun 11, 2025, 2:02 PM

@Stephanie D Do any of these parts listed on this WO need claimed on the completed WO? I just wanted to double check before I send it over to them. Thanks!

dealer_or_external • Jun 11, 2025, 3:00 PM

@Ashlee O These parts were used to adapt from Atwood to Dometic. I should have added this, but he used the extra he had in the shop. Sorry I should have noted this.

processor • Jun 11, 2025, 3:15 PM

No problem,. thank you!

processor • Jun 11, 2025, 3:16 PM

submitted to Dometic

processor • Jun 11, 2025, 3:18 PM

submitted to Dometic #1034470