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Old 05-29-2005, 05:38 AM   #1
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Posts: 33
I think most of you are aware that there was a problem with some of the exterior sidewalls in relationship to the full body paint . This defect was apparent more on the dark colors. THe finish would show small defects, barely detectable. We had our trailer at the factory for a re skinning and full body repaint under warranty. Mind you now this is a 2000 London Aire, seamless exterior construction. The trailer has been an excellent unit very tight both with air and water intrusion.

After the unit was finished there was a water leak we discovered while camping on the way home. Leaks in a unit with an aluminum superstructure are very hard to diagnose. We returned to the factory the same day. The technicians worked on the trailer for two days, they were honest.. we think we have it fixed but we are not sure. In talking to the service manager, he acknowledges the issue. There was rain expected on our last night. The service manager told my wife to check the unit real close after the rain, if it leaks and it did, call the supervisor at home he will come back on the weekend and put the trailer inside to protect it from further water damage.If you could leave the trailer we will reimburse you for fuel. As much as I hated to make that long trip again I agreed. M y wife was not a happy camper. The trailer was left for two weeks and the day before I was going to leave I was called and told don't leave yet, we are not 100 % sure we found the leak, we want to try one more thing...we will call you back before 9:30 A.M.. on the proposed day of deoparture .I did thank the work leader for calling . I did receive a call ot 9:00.....we found it....oh boy he was so excited. I am sure it is fixed ...come on up...your trailer is ready. I really do not know what else you can ask for, honesty, integrity they really cared. .No this did not fit my schedule, but it did not fit the schedule of the supervisor when he came in on Saturday to put the unit inside. I think the service at Newmar is great, perfect no, great yes.

I can give an example of poor service with another brand. I dropped the trailer 135 miles at the purchasing dealer for minor nothing repairs. After being called to pick the unit up and driving 135 miles the blinds on the rear window was repaired and wouldn't work. THe blinds were verticles and were at least an inch long and would not work. We had no privacy What did the dealer say.......this is the best we can do this is what the factory authorized. I did call the factory and their statement the correct blinds were shipped to the dealer this is all we can do.....after some spirited conversation.....send pictures of the repair.
Bottom line I fixed the unit myself. This is bad customer service.

Were we flustered and upset , yes, Would I buy another Newmar product ? You bet.....the did not just talk the talk they walked the walk.


My hat off to Ron, Jonah, Renee, Alvin, the technicians keep up the good work and integrity. THe easy part is doing the repair the hard part is keeping the integrity.
nuff said.
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Old 05-29-2005, 05:38 AM   #2
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Location: Texas
Posts: 33
I think most of you are aware that there was a problem with some of the exterior sidewalls in relationship to the full body paint . This defect was apparent more on the dark colors. THe finish would show small defects, barely detectable. We had our trailer at the factory for a re skinning and full body repaint under warranty. Mind you now this is a 2000 London Aire, seamless exterior construction. The trailer has been an excellent unit very tight both with air and water intrusion.

After the unit was finished there was a water leak we discovered while camping on the way home. Leaks in a unit with an aluminum superstructure are very hard to diagnose. We returned to the factory the same day. The technicians worked on the trailer for two days, they were honest.. we think we have it fixed but we are not sure. In talking to the service manager, he acknowledges the issue. There was rain expected on our last night. The service manager told my wife to check the unit real close after the rain, if it leaks and it did, call the supervisor at home he will come back on the weekend and put the trailer inside to protect it from further water damage.If you could leave the trailer we will reimburse you for fuel. As much as I hated to make that long trip again I agreed. M y wife was not a happy camper. The trailer was left for two weeks and the day before I was going to leave I was called and told don't leave yet, we are not 100 % sure we found the leak, we want to try one more thing...we will call you back before 9:30 A.M.. on the proposed day of deoparture .I did thank the work leader for calling . I did receive a call ot 9:00.....we found it....oh boy he was so excited. I am sure it is fixed ...come on up...your trailer is ready. I really do not know what else you can ask for, honesty, integrity they really cared. .No this did not fit my schedule, but it did not fit the schedule of the supervisor when he came in on Saturday to put the unit inside. I think the service at Newmar is great, perfect no, great yes.

I can give an example of poor service with another brand. I dropped the trailer 135 miles at the purchasing dealer for minor nothing repairs. After being called to pick the unit up and driving 135 miles the blinds on the rear window was repaired and wouldn't work. THe blinds were verticles and were at least an inch long and would not work. We had no privacy What did the dealer say.......this is the best we can do this is what the factory authorized. I did call the factory and their statement the correct blinds were shipped to the dealer this is all we can do.....after some spirited conversation.....send pictures of the repair.
Bottom line I fixed the unit myself. This is bad customer service.

Were we flustered and upset , yes, Would I buy another Newmar product ? You bet.....the did not just talk the talk they walked the walk.


My hat off to Ron, Jonah, Renee, Alvin, the technicians keep up the good work and integrity. THe easy part is doing the repair the hard part is keeping the integrity.
nuff said.
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Old 05-29-2005, 12:00 PM   #3
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That's why I am a repeat buyer when it comes to buying another Newmar product, having purchased two fifth-wheels and two motorhomes, good story Michael. Ed.S
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Old 05-29-2005, 03:18 PM   #4
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Ed, you know the products. THe London Aire is so far ahead of its time it will be another 5 years before the industry catches up with this particular coach. I am not sure we will replace it, I ask myself replace with what ? I am so glad the folks at Newmar stood by their product and even called and said don't come yet, we are not sure it is fixed . I had folks come up to me and say, we saw the trailer out on the back lot and we thought it was a new design. I try to tell my wife when you have a product that is subject to a steady 60-65 wind when topwing , goes over these rough roads they all need a little tlc.
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Old 05-30-2005, 02:13 AM   #5
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Your exactly right Michael. Ed.S
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Old 05-31-2005, 06:04 PM   #6
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Sounds like you must have working with Leander Hostelleter(sp). I have nothing but great respect for the guys who did the repairs on my American Star! Of course you did it about the same way I went about it. No flamming!! I don't know why people start out when something is wrong by yelling and screaming instead of talking!! I have always figured that I want people to do for me because they like me not because it is "their job". JMHO

Grant
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Old 06-01-2005, 02:47 AM   #7
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You are so right. I have, for the most part, always given the other person the benifit of doubt. Getting in their face right off the bat serves only you, and the poor fella on the other side will surely do anything to avoid any more of it! Including giving you unrealistic responses... Let them respond to your complaints and then judge them on the result of their efforts to correct the problem. One noted here recently, I beleive is an aberration. By far, Newmar has more satisfied customers than any other maufacturer noted here on iRV2.
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Old 06-03-2005, 01:19 AM   #8
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Hi All,

I am at the Newmar factory right now and hopefully I will leave as satisfied as most of you have been. FYI Spartan has a recall on guages and I was told by the Spartan rep upon arriving that they would be doing the upgrade(recall) while the coach is here. It has something to do with the 65psi accuracy of the guages. Anyway, I will report upon completion of my punch list.

Clint
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Old 06-04-2005, 07:06 PM   #9
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Yes sir, I try not to get emotional and I try to look at the facts from both sides. I work in
a profession that I have to deal with unreasonable customers. We have had a couple of hard rains and no leaks, we are thankful.
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