customer service????

[clnhse]

ok... here goes...one week later..Newmar says they will repair the awning and they will not pay for seat damage. I told Newmar when I pick up the unit I will work the awning until it breaks again. gee wiz the dam thing exploded I want a new awning. They said the dealer should repair the seat. I explained if they would look at the pictures it is very easy to understand the seat damage. I thought Newmar took care of their customers??? I tried to explain customer service the items I replaced and repaired on my own as to not have to take it to the dealer. My unit is 2 months old with 3000 miles......Is this how I am to be treated????? I am a new car dealer and there is no way I would treat my customers this way.

[clnhse]

ok... here goes...one week later..Newmar says they will repair the awning and they will not pay for seat damage. I told Newmar when I pick up the unit I will work the awning until it breaks again. gee wiz the dam thing exploded I want a new awning. They said the dealer should repair the seat. I explained if they would look at the pictures it is very easy to understand the seat damage. I thought Newmar took care of their customers??? I tried to explain customer service the items I replaced and repaired on my own as to not have to take it to the dealer. My unit is 2 months old with 3000 miles......Is this how I am to be treated????? I am a new car dealer and there is no way I would treat my customers this way.

[oemtech]

Let them repair the awning. When it breaks again they get to repair it again. If it breaks a 3rd time they will probably replace it.

Not sure what the seat damage is. But, they replaced my chair after we (dealer/me) showed them the photos of the damage.

The items you repaired are on your dime not Newmars. It was your decision to make the repairs and not theirs so they are not going to reimburse you for anything.

I won't even go into the new car dealer issue. Been there and have the scar tissue to prove it.

Remember, your dealing with an industry that has little if any federal regulations that the auto industry has and must comply to.

[soricobob]

My rig is a year and a half old, and I have been tempted many times to fix things myself. However, I learned some time ago, that when under warrantee, leave it alone!
Secondly, keep a list. It is impossible to remember everything, and writing it down helps.
Third, find a good service center. This may, or may not, mean not returning to your selling dealer. Newmar will work with anyone, as long as they communicate. That is, if the dealer you want to have service your rig is not a Newmar dealer, call Newmar and talk to them. I have found they are very good about it. Finding someone good is much more difficult than working with Newmar.
Fourth, and last, just because you spent a small fortune on a product, don't think it won't fall apart. For one reason or another, they all seem to break. Our job, as owners, is to hope nothing too serious happens (many are mentioned in this forum) so that we are prevented from our travels.

[jbeck]

Having spent the better part of the last week dealing with warranty/service issues, I have learned 2 lessons. 1. Use these forums before you go in for any service work so you have a knowledge base. 2. "Authorized Repair Center" does not always mean they are competent to perform the repair for which they are authorized. I could write a book based on my experiences this last week, and the frustrations take the glow off of MH ownership. That said, I can't wait to hit the road again.

[Dav5942]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by jbeck:
Having spent the better part of the last week dealing with warranty/service issues, I have learned 2 lessons. 1. Use these forums before you go in for any service work so you have a knowledge base. 2. "Authorized Repair Center" does not always mean they are competent to perform the repair for which they are authorized. I could write a book based on my experiences this last week, and the frustrations take the glow off of MH ownership. That said, I can't wait to hit the road again. </div></BLOCKQUOTE>

Exactly why we have done 99% of our warranty work ourselves(in addition would have been very difficult to travel to the factory from Mexico/Alaska, etc.)! No time wasted, no frustration!

[Ken Roberts]

A couple of weeks ago I was chatting with an RV tech. who happens to be a friend of the family. He works at a non Newmar RV dealership and he put this whole quality/warranty iissue in perspective for me.

He said ,"we or any other dealer become the last station on the manufacturers assembly line and you the customer become quality control."


He went on to say, "remember, only a few decades back Ford, Chevrolet and every other American auto manufacturer had major quality issues and they only changed b3ecause of either federal regulation or foreign (Japanese) competition.

The RV industry has little of either and we consumers continue to accept less quality and higher prices. I for one unfortunately do not see it changing in the foreseeable future. Ken,'04 DSDP....

[rebelsbeach]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by Ken Roberts:
...changed b3ecause of either federal regulation or foreign (Japanese) competition.... </div></BLOCKQUOTE>

One can only imagine what would happen if a foreign interest bought into one of the smaller guys and started some "real" quality control...I've said this for months.

[Aridon]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by rebelsbeach:
<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by Ken Roberts:
...changed b3ecause of either federal regulation or foreign (Japanese) competition.... </div></BLOCKQUOTE>

One can only imagine what would happen if a foreign interest bought into one of the smaller guys and started some "real" quality control...I've said this for months. </div></BLOCKQUOTE>



I don't see it happening as I see more downward pressure on the new RV market for the near future. That said, I would jump up and cheer very loudly if that were to occur. It is exactly what the industry needs.

[RVDude]

Not to diminish the pain of a breakdown or the complacent QC of RV manufacturers - I for one strongly welcome foreign RV entrants - but let's keep this RV experience in true perspective.

When we buy an RV ee are buying
a house,
a motor vehicle/truck,
all the furnishings,
all the appliances,
all the electronics,
an electric power plant,
a water pumping station, and
a sewage processing plant.

Thousands of different systems and products and component manufacturers all in one neat little package that gets jostled and vibrated as we drive down the road. And, we put that whole thing into the hands of the typical consumer - no user training or certification necessary.

Yep, we RV owners are gonna face some challenges. Things will break and break in remote locations far from technicians. No amount of QC or legislation will eliminate this breakage. As owner/operators we need to be knowledgeable and prepared.

[Dav5942]

<BLOCKQUOTE class="ip-ubbcode-quote"><div class="ip-ubbcode-quote-title">quote:</div><div class="ip-ubbcode-quote-content">Originally posted by RVDude:
Not to diminish the pain of a breakdown or the complacent QC of RV manufacturers - I for one strongly welcome foreign RV entrants - but let's keep this RV experience in true perspective.

When we buy an RV ee are buying
a house,
a motor vehicle/truck,
all the furnishings,
all the appliances,
all the electronics,
an electric power plant,
a water pumping station, and
a sewage processing plant.

Thousands of different systems and products and component manufacturers all in one neat little package that gets jostled and vibrated as we drive down the road. And, we put that whole thing into the hands of the typical consumer - no user training or certification necessary.

Yep, we RV owners are gonna face some challenges. Things will break and break in remote locations far from technicians. No amount of QC or legislation will eliminate this breakage. As owner/operators we need to be knowledgeable and prepared. </div></BLOCKQUOTE>

Quite true however have purchased a new 50' Post Sportfishing boat that had minmal problems. In fact Post has been know for many years to put out a product with few problems-not just an exception(didn't seem to help their sales though)! On the other hand there are many other boat manufacturers that produce products no better than the RV industry. And as said when you half way between South America and the US ain't know factory or dealers going to help you!

[RVDude]

Dav: I bet you paid a tad more for the water yacht... Especially for the annuals... All is well said... Improvements to be had in both industries.

Anyhow, I know those cruzzin coolers work good as a land dinghy, do they float too?

[Dav5942]

Haven't tried to float one yet but have floated a few toddies in it.

Family that rides together stays together.

[RVDude]