Truma aqua go mayday

[Olive2Roam]

 

 

Almost hate to post this video, but I am in week 1 of a 4 week loop and just encountered a major issue with the truma. The video speaks for itself. Any thoughts?

[mountainoliver]

Looks like the burner has fallen apart. I thought that was an ongoing recall for this unfortunately all to common issue. I believe Truma says in this case not to use the water heater. Hopefully someone who has a Truma and has gone through the recall process can help.

[Olive2Roam]

4 minutes ago, mountainoliver said:

Looks like the burner has fallen apart. I thought that was an ongoing recall for this unfortunately all to common issue. I believe Truma says in this case not to use the water heater. Hopefully someone who has a Truma and has gone through the recall process can help.

Oliver has told me repeatedly that my water heater was not part of the recall. I have had numerous issues but this one is the most serious. 

[mountainoliver]

I’m sorry that this is happening and during a weekend to boot. Open a service ticket and see if you can send that video. In any event you’ll have to find an authorized Truma service facility to replace your unit. Maybe get the unit replaced now and take a chance on getting reimbursed after the repair? 

[Olive2Roam]

I appreciate that. I have opened a ticket and sent a copy of the video to Mike Sharpe. I checked and there are a couple of Truma authorized service centers near where we are (Buffalo/Rochester area). Thanks for weighing in on a Saturday night. 

Bob

[Galway Girl]

Please read my detailed report that I sent in on this topic attached....I've had truma's replace 3 times.

First potential cause - Truma didn't properly tighten the brass fittings internally that feed the burner assembly.
Second potential cause  - Truma didn't crimp the burner tube assembly correctly, and with travel they rattle out (the burner tubes are like in a bar-b-q and can fall off which causes raw gas to be injected into the burner area for explosive ignition instead of gentle start.)

This blog post has 3 goals and was SENT to NHTSA for evidence of why Truma needs to do something to fix their defective  mfg process.

1)  List symptoms we experienced with our Truma and use photos to illustrate the 3 firebox events.

2)  Describe 2 different Truma reported manufacturing defects and show photos illustrating those issues.

3)  Describe the in field solutions for each of the 2 manufacturing issues.

4)  Show a pictures of the current Truma Burner Unit with all Manufacturing updates in place.

The attached PDF is in full detail with picture of what is likely the issue or issues causing explosive ignition.

 

Truma Issues.pdf

 

Hope that helps...remember...you need to report this to both Oliver and Truma in order to get any warranty coverage.

Craig Short

 

[Galway Girl]

As an aside...while Truma is very clear that they only want their technicians doing any updates or changes...I believe Oliver did a bunch of installation of new burner units .
Be sure to turn in a "ticket" to both Oliver and Truma.

See my PM for some more suggestions.
CS

 

[Olive2Roam]

Thanks so much @Galway Girl. I appreciate the information. I have already submitted tickets and called Oliver. I will be on the phone with Truma first thing Monday morning.

Bob

[mountainoliver]

Thank you Galway Girl for input from your actual experience! Very helpful!

[Olive2Roam]

Oliver's response has been outstanding. We are working together to address the issue. More to follow when I have a chance to provide a detailed update.

Bob

[mountainoliver]

9 hours ago, Olive2Roam said:

Oliver's response has been outstanding. We are working together to address the issue. More to follow when I have a chance to provide a detailed update.

Bob

That’s great news! I hope your issues are resolved soon! 

[Olive2Roam]

UPDATE: As you can see from my first post, we experienced the issue captured in the video late on Saturday the 30th. After reading the information provided above, and doing a little more research, I called and opened a ticket using the forum link to the ticketing system, called Oliver customer support and left a voicemail, and lastly I sent the video in an email to support@olivertraveltrailers.com with a copy to one of the leadership team. 

Sunday AM: I received an email from Oliver asking for the model and serial number of the Truma, which I promptly sent. 

Monday AM (8:30ish) : I called customer support at Oliver and I barely got out my name when the tech said, "oh yes, you were the first topic at our team meeting this morning. You should expect a call from someone on the leadership team to help resolve this."

An hour or so later, sure enough, I received a call, and the ball was rolling. A full explanation of the plan to get us back up and running with hot water was laid out. (Note: My Aquago was not in the range of serial numbers that were part of the recall, but the plan we were executing assumed that it was. More on that later.)

I was in Pennsylvania the day the issue occurred. I was in Buffalo NY headed to Rochester, when I received the first call on Monday. Oliver gave me several options for where I could have the burner swapped out, and we chose an RV facility in Rochester since we planned to be there for 3 days. Oliver next day aired the part, worked with the RV store to schedule the repair, and the work was completed Wednesday, and we were on our way - WITH hot water. 🙂

For the record, my AquaGo is under warranty. Whether or not the issue is the same one addressed with the recall, I don't know. I will let Oliver and Truma work that out, but it appears to be a different issue. 

Bottom line, Oliver went above and beyond on this one. There was one individual who was in the driver's seat at Oliver, and she will have a thank-you card and a small gift on the way as soon as we get to a stop where we can make that happen. We are grateful for the response and count ourselves lucky to be part of the Oliver family. 

Bob

P.S. It probably helped to provide a video of a fireball on the side of the trailer. 🙂 Nevertheless, good job, Oliver. 

Edited 1 hour ago by Olive2Roam

[topgun2]

O2R - 

Thank you so much for giving us the conclusion of your Service story.  I am so happy that things worked out for you.

I am often perplexed by the stories I hear in which what happens seems to be at the entire opposite end of the scale.  I'm simply not sure what's the cause of this seemingly drastic difference between quick through responses that , "Oliver went above and beyond on this one" and the owners that report complete dissatisfaction with virtually anything done by anyone working at Oliver.

Perhaps your story and how you handled the situation can serve as a "road map" for others  to travel.

Bill