Norcold Refrigerator Recall / Replacement

[rustyzman]

Hi all,
     Just thought I would put together a post about the Norcold fridge Recall that we just completed on our '73.  When we bought our rig from the previous owner, he mentioned that the fridge worked great on AC, but he never used the propane feature and did not know if it worked.  Well, as part of the ongoing projects I looked into that function and found that it did not actually function.  Our issue was a bad reignitor and when lit manually, it worked well. 

     During the research for replacement parts, my wife found a Norcold Recall notice online that covered our fridge (as well as quite a large number of others).  What we had was a model 875EG2 2 way unit that was built in 1991.  Obviously not the original to the rig.  The recall states the the combination gas valve may be faulty and could leak, causing a fire or worse.  I called Norcold at their provided recall phone number (1-800-767-9101), gave them my model and serial number and they confirmed my fridge was under the recall and had not yet been repaired.  I was told to shut it off completely and not use it until the recall was performed.  They took all the important info, Name, RV year, make and model, etc. and put me on the list for a new valve.  I was told to contact a local Norcold dealer, which they helped me find, and arrange for them to install a new valve free of charge to me when it comes in.

     Unfortunately as it turns out, the valves are backordered and have been for quite some time.  I waited about 2 weeks and called back for a status update.  They said that the last valve was sent out to another customer last year and that customer had been waiting for quite a while beforehand.  She did not think that new valves would be in anytime soon. 

     So, instead of making me wait forever for a new valve, they immediately offered me a new refrigerator for Free instead.  She checked their reference chart and offered me my choice of either new N512, N412 or a N306, whichever I thought would fit my space.  Or if I did not want a Norcold, they would give me a $200 check after I bought another brand.  The only thing I would be responsible for is paying a Norcold dealer for the installation.  That was a requirement.  You can not install it yourself and you have to give them the old one back.  Makes sense, can't have anyone selling off the old bad ones to unsuspecting others.

     I did some research and measuring (because my old 875EG2 did not match up to any current manufactured size exactly) and chose a nice new N412 2 way.  It is a little wider than the old one, a few inches shorter, but overall deeper.  I arranged the install with a local trailer shop and told them I would do all the rough-in and trim myself.  Prepped the opening and electrical according to the installation instructions (available free online) and even managed to make an extra storage shelf above the fridge with the room created by the shorter unit.  By the way, the new fridge is slightly bigger inside than the old one. 

     We just got it installed today.  They shipped it to the dealer right away and it arrived there via truck within about 3 days of ordering.  They paid for the shipping and the return of the old unit. 

     The Ladies at Norcold on the recall line were Fantastic!  Really nice and helpful.  I am very impressed with how they handled the situation.  I can't say enough about how blessed we are that they were willing to give us a new unit.  They could have made us wait it out, after all the fridge was 24 years old already.  Classy outfit from what I have experienced so far.

     I know this is a long post, but I thought perhaps someone else might be in need of recall work on theirs and not even know it.  The recall list is long.  Many are for other reasons, not the combination valve, so I can't say how they handle those.  But perhaps you have a new fridge coming and don't know it yet!

Check out the link to check yours, just to be on the safe side at least:  http://www.thetford.com/customer-support/recall-information/

[ClydesdaleKevin]

Outstanding!  Now THAT is great customer service, and standing behind your product, no matter how old it is.  I am very impressed!!!

Kev