ComplaintsforNorcold, Inc.
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Complaint Details
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Initial Complaint
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a Lance travel trailer with a Norcold Polar n7x refrigerator March 29, 2024. When we picked it up, we tested systems including the fridge. Fridge did not work at all on electric. (Works partly on LP, but either freezer is too warm (on 4) or fridge freezes food (on 5).) Fridge has been to dealer (Colton RV in Orchard Park NY) and two different electric elements replaced. Neither solved the electrical issue. Colton RV tech guy was on the phone w Norcold several very long phone calls trying to resolve the issue. Norcold will not facilitate the replacement and keeps stalling even after their easy fixes do not work. I want Norcold to step up and honor the fridge warranty and replace our obviously defective fridge.Initial Complaint
05/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We purchased a 2021 camper in 2021. The camper has a Norcold N10DCSSL refrigerator with a 2 year warranty. The refrigerator as quit working after 2.5 years. I contacted Norcold and asked them to send me a part to fix it and if the part didn't work I would return it for a refund. They said they do not send out parts. I then asked for a discount on a new refrigerator and they declined to do that. I feel that a company should make a product that lasts more than 2.5 years. Norcold has already had a class action lawsuit against them for knowingly selling refrigerators with defective parts.Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Norcold refrigerator freezer works, refrigerator only goes down to 61 degrees. I took it in for warranty work, they said it works and said “operator error”. I got it back, it still does not cool enough in the refrigerated part. The refrigerator and trailer is a 2022. I’m going to have to pay $5k to replace it.Initial Complaint
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My Norcold Fridge in my motorhome has already had the recall done. Well that poorly designed part got wet and shorted out. I called Norcold to seek a replacement part. I found a different part number. Online I called them to see if this is a replacement part for this recall. They would not give me any answers. Just complete run around. I called a RV dealership asked for the previous part number only to find out the new numbered part I found online Superseded the old one. The only reason I'm posting this is to show the ignorance of the company that built a dangerous product to not help the consumer. My last words where I will just let it burn down my motorhome and sue them. They did care what's so ever. I would like then to send me the replacement part. My Model is ********** Old recall Part Number ****** Serial# of Boiler *********.Initial Complaint
02/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Unresolved warranty issue. The Norcold freezer in our travel trailer has an air leak around the door causing much frost inside the freezer. The frost melts to dripping water inside the freezer. The unit has been at a service center most of the past 3+ months (Since October 19) without resolve. I would like to note that I believe the service provider in this case Blue Compass RV has made exhausting attempts to remedy the problem. The lack of response from Norcold is disturbing. It was purchased November 2023. Model N7X / NR06A6Y The service center is Blue Compass RV in St. Augustine, Florida. They have been unable to repair after 3+ months of repair attempts. The warranty service provider has recommended replacement. Norcold has failed to honor the the warranty. Since the freezer can not be repaired it needs to be replaced.Initial Complaint
11/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Transaction Date: ******** Transaction price: $1,565.71 Product : Refrigerator, 12volt Dispute: Cannot get support from Manufacturer (Norcold) or dealer network for error code/failing unit Business reply: Electronic communications have not been helpful, impossible to reach a human via support line Amazon Order: # ******************* Issue: Cannot get support for error codes on failed, under warranty refrigerator Our first N10DCSSR Polar-Series 10 cu.ft. DC Compressor RV Refrigerator lasted just shy of two years before it stopped cooling (1 year manufactures warranty). Worked great right up until it didn't. Purchased a new one through Amazon and the new refrigerator started throwing an E3 error code on first use, which indicates low voltage. Our house AGM batteries were replaced (as part of trouble-shooting the failed fridge) the month before we purchased the replacement fridge. I'm fairly certain the issue is not low voltage as the error would indicate (but cannot be certain without some input from Norcold support). So far the electronic communication response from Norcold support has not been helpful, we have been unsuccessful reaching an actual human on their support line, and the local dealer we contacted told us they even have trouble reaching Norcold support. I am fairly confident the problem with replacement fridge is just a control board issue, but cannot get the support needed from Norcold or their dealer network to resolve. I sure hope I can get this issue resolved while it’s still under warranty.Business response
12/11/2023
Hello to whom it may concern.
“Transaction Date: ******** Transaction price: $1,565.71 Product : Refrigerator, 12volt Dispute: Cannot get support from Manufacturer (Norcold) or dealer network for error code/failing unit Business reply: Electronic communications have not been helpful, impossible to reach a human via support line Amazon Order: # 113-8054011-4224216 Issue: Cannot get support for error codes on failed, under warranty refrigerator Our first N10DCSSR Polar-Series 10 cu.ft. DC Compressor RV Refrigerator lasted just shy of two years before it stopped cooling (1 year manufactures warranty). Worked great right up until it didn't. Purchased a new one through Amazon and the new refrigerator started throwing an E3 error code on first use, which indicates low voltage. Our house AGM batteries were replaced (as part of trouble-shooting the failed fridge) the month before we purchased the replacement fridge. I'm fairly certain the issue is not low voltage as the error would indicate (but cannot be certain without some input from Norcold support). So far the electronic communication response from Norcold support has not been helpful, we have been unsuccessful reaching an actual human on their support line, and the local dealer we contacted told us they even have trouble reaching Norcold support. I am fairly confident the problem with replacement fridge is just a control board issue, but cannot get the support needed from Norcold or their dealer network to resolve. I sure hope I can get this issue resolved while it’s still under warranty.”
Customer response
12/11/2023
Complaint: ********
I am rejecting this response because:The organizations authorized service centers also state they have trouble accessing support from this organization, this is a fundamental problem that needs to be resolved.
I just want my refrigerator to work as designed and getting support has not been an easy endeavor. Be better.
Sincerely,
*** *****Business response
12/11/2023
*** *****,
Our Authorized Service Centers have dedicated Live Chat and phone line as well as a serviceable email address they can utilize to get in contact with us. Norcold is available to our dealers Monday through Friday 8am to 4pm ET for our Dealers just as our consumers. I apologize that your service center struggled to get in touch with us, however our team is working to get through all emails, calls and live chats 5 days a week.
Thank you,
******* ***
Customer Service ManagerCustomer response
12/14/2023
Complaint: ********
I am rejecting this response because:Support has been non-existent. Even your authorized service centers have issue getting support.
Sincerely,
*** *****Business response
12/15/2023
Hello,
Regarding *** *****'s rejection, Norcold's Customer and Technical Service availability is Monday through Friday 8am to 4pm ET and they can reach us through dealer specific email and live chat. I am unsure at this point how *** ***** would like this to be resolved as Norcold's hours of operation will not change. If his dealer is unwilling to contact through proper channels and hold through our call queue that is something, we ourselves cannot help.
Customer response
02/20/2024
I took the malfunctioning product to an authorized facility and we are still getting the run-around. The refrigerator is producing a "low voltage" error code when the voltage provided to the refrigerator is within specification published in the owners manual. I now have video evidence to prove the refrigerator is not operating within published specifications.Initial Complaint
08/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
My RV Fridge Model #1200 LRIM has a recall that does not seem to have sufficient replacement parts on hand. They sent a broken replacement part to "Price Right", the repair facility that is trying to fix my fridge that has been out of commission since April, "23. The replacement kit is #******. H E L P !Business response
08/24/2023
Hello Mr. ***,
With Norcold's 1200 series recall being a national safety recall, you should not be purchasing parts from an outside vendor for repair as those parts are not effective in repairing the recall itself. The recall repair parts should come from Norcold directly. Please contact Norcold's Product Compliance department at [email protected] and they will assist with getting you the correct parts.
Thank you,
******* ***
Claims and Compliance SpecialistCustomer response
08/24/2023
Complaint: ********
I am rejecting this response because:I had to pay a little over $200.00 because Price Right was saying Norcold was not responding to them relative to sending out the part. Price Right "Found" the part on Ebay, finally, after I went without the fridge from mid-April to mid-August.
I request reimbursement for the cost of the part.
Sincerely,
****** ***Initial Complaint
08/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a warranty claim for which parts are backordered indifferently and their response was to "tape my freezer shut" I should be sent the parts or a new complete unitBusiness response
08/02/2023
Hello Mr. *********,
Can you please provide me with the model and serial number of the refrigerator you have and what part you are looking for? I would be happy to look into this for you.
Thank you,
******* ***
Claims and Compliance SpecialistCustomer response
08/02/2023
Complaint: ********
I am rejecting this response because:
There is a open ticket with meg with my parts seem to be on permanent back order you can Check the part numbers with her.My email is *******************
Initial Complaint
07/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
In April 2020 we took delivery of our new Jayco Motorhome which has a Norcold N8XRT refrigerator in it. In May we were planning a trip and the refirgerator would not cool so we took to our qualified dealer for evaluation. They worked with Norcold and it was determined that the cooling unit was defective and replaced it. The refrigerator worked but still did not cool as it was designed. We contacted another Norcold dealer and they could not identify the problem. They said they worked with Norcold on the issue. We made another appointment at another dealer and they contacted Norcold and was given a procedure to check out the unit. The dealer followed the instructions and the unit worked fine. Was told the unit goes into a heat up cycle every 48 hours. The dealer told me the procedure was to shut the unit off every day and turn back on after a couple of minutes. Took unit home and went on another trip and unit was warm again. Checked the unit overnight and it cooled again. About 6 hours later the unit went back to warm. Apparently the unit is cycling every few hours. I have tried the dealer procedure and if I turn the unit off every day the unit will stay cold. This is not the way the unit should work. I would like this unit replaced. This is the 3rd time we have had issues and this should be under the lemon law. The unit is a Norcold N8XRT Serial number NR01WKFInitial Complaint
06/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
We have a Norcold 1200 series refrigerator which has a High Temp Sensor installed via a National Recall. We replaced the entire cooling unit which contained a high temp sensor. The sensor has failed making the refrigerator inoperable. We have been working with an authorized repair vendor since March to obtain the repair part. They advised Norcold will not supply the part. Our serial number is *********. I have held on mutiple times with Norcold service and have Never been able to speak with them. I seached their website and my serial number falls in the covered items for warranty replacement.Business response
06/21/2023
Hello Mr. ******,
Attempting to look up the provided serial number, there is too many digits. If you could email [email protected] with a photo of a serial number we can confirm the recall status and work with your authorized service center regarding the diagnostic information. Once that is taken care of we can move forward.
Thank you - ******* ***
Customer response
06/29/2023
Complaint: ********
I am rejecting this response because: Please see attached.
Sincerely,
**** ******
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Customer Complaints Summary
35 total complaints in the last 3 years.
9 complaints closed in the last 12 months.