The tale of the Thetford/Norcold 1210 disaster

[Second Chance]

Last week I posted a question for those who have residential refrigerators. I'm starting a new thread triggered by the same incident because the topic is different...

As I said in the other thread, we came home after a weekend with the grandkids to find our Norcold 1210 RV refrigerator not quite up to room temperature, shut down, and flashing the l1-op error code in the little read-out. Some research revealed that this is either 1) a high temperature situation that caused the high temp cutout switch (also known as the infamous "recall kit") to shut the frig down, or 2) a failure of the high temp module (the most common situation). The research further indicated that a strong magnet (a "cattle magnet" from Tractor Supply was one recommendation) held over or beside the relay on the high temp module could reset the switch in some cases. A trip to the hardware store for a 50 lb. magnet (Tim the Tool Man: "This should do it!") proved I wasn't to be so fortunate.

Of course, there wasn't a single business in the Aberdeen/Baltimore area that had the module in stock (or could get to me before December...). It seems that Thetford/Norcold's policy is to not let dealerships nor mobile techs keep even one of the modules in stock. They must first lay hands on the unit, do a number of tests (to prove what we already know), and then pray that Thetford/Norcold will authorize the replacement of the module and send one (while the tech and the customer wait on the mail or pay $49 for overnight shipping). I did not personally do the praying and laying on of hands this time, but the refrigerator gods smiled on us and we found a mobile tech in Richmond, where we were to arrive this last Tuesday, who had actually "persuaded" (I didn't ask any questions) T/N to let him keep one on hand. He agreed to come over Wednesday afternoon and look at our frig. He still had to do all the tests and make three phone calls to T/N (one of which he was on hold for 30 minutes) to get authorization to install the module. On top of that, although there is a lifetime warranty on the "recall module," T/N only provides the module and covers 30 minutes for installation - the cost of the service call and diagnostic time are on the customer.

So, as you can imagine, I'm not a member of the Thetford/Norcold fan club. They have created a situation where they designed a "fix" for a faulty/dangerous product where the fix is less reliable than the original product. Then, they design a system that makes it nearly impossible for someone who moves around (such as full-timers) to get the authorization and the part to get their recall/lifetime warranty POS part replaced. I am, however, a big fan of Tom at Trailer Time RV Service in Mechanicsville, VA (a Richmond suburb).

I don't know if my blood pressure is any better, but at least I have vented...

Rob

[bertschb]

What a mess Rob. Your story is one of the reasons we ordered our new Solitude with a residential fridge. I hope the fix on your fridge is permanent and your blood pressure drops!

[242 checkmate]

Hi Rob. You have every reason to vent. On the positive note I see your a veteran. Thank you for your service.

[minnow101]

Apparently Norcold has learned very little in customer relations from the 36 million dollar spanking/settlement they took from a class action law suit involving the 1200 (and others) model recall from several years ago.

Not sure why Norcold can’t build a reliable RV refrigerator. I mean the concept was developed in 1858, so its not new thinking here.

[Country Campers]

Good "vent" Rob, that's what we are here for so everyone can lean on when needed. I have the dometic fridge and have not heard much good about norcold.
You would think somebody would make a change at some point.

Brian

[Second Chance]

...You would think somebody would make a change at some point."

Brian

Unfortunately, that would require management/leadership at Thetford/Norcold to think about customer service rather than profits and liability. Doesn't look like that's going to happen any time soon.

Rob

[Canyonlight]

Rob - do you have any plans to share your "level of appreciation" with Norcold if for nothing else to see how or if they respond ?

Dan

[Second Chance]

Rob - do you have any plans to share your "level of appreciation" with Norcold if for nothing else to see how or if they respond ?

Dan

I've been thinking about that - and you've just prompted me to think a little harder. It won't happen today, though, as my wife has just presented me with today's agenda...

Rob

[tedzz9]

I've been thinking about that - and you've just prompted me to think a little harder. It won't happen today, though, as my wife has just presented me with today's agenda...

Rob

"Yes Dear"

[G-Dad47]

Good "vent" Rob, that's what we are here for so everyone can lean on when needed. I have the dometic fridge and have not heard much good about norcold.
You would think somebody would make a change at some point.

Brian

Brian,
How has your Dometic been performing? I had the LiOp error several times on my Norcold; but, was always able to get it going with a magnet. Fortunately (or unfortunately) hurricane Michael has spared me of having to deal further with the Norcold. Trying to decide whether to get another Reflection with the Dometic or jumping to a Solitude with the residential fridge.
Thanks,
Bill