Community Forums

svaya · 10-29-2017, 01:38 PM

When I left the factory in May, I had a major issue with one of my fans... NH paid me back for the emergency mobile service to get it attached to the roof the way it should have been but after several followups by me, I have yet to get the actual fan itself repaired.

Then I had an issue with the satellite dish controller. I emailed a few times and we got the issue figured out and then... nothing... I emailed again 10 days ago using ALL CAPS in the subject line asking where my part was for the Winegard satellite controller box that sits in the rig to turn on the dish and have it find the signal. TEN DAYS ago. I have again heard nothing.

What is the dang deal with this guy... my fan's been broken since May... I've been working on getting the satellite thing handled since mid-September.

I thought I bought the best that's out there. I thought I'd get service after the contract was signed. I thought I'd get warranty work done after I drove off the lot. I am staying adjacent to an RV repair place... WILL I HAVE TO PAY OUT OF POCKET TO GET THESE THINGS SERVICED? As you can tell, I'm starting to get angry.

HOW DO I GET ATTENTION? ANY TRICKS OR HINTS WOULD BE APPRECIATED

Dagwood31119 · 10-29-2017, 07:49 PM

Quote:

Originally Posted by svaya

When I left the factory in May, I had a major issue with one of my fans... NH paid me back for the emergency mobile service to get it attached to the roof the way it should have been but after several followups by me, I have yet to get the actual fan itself repaired.

Then I had an issue with the satellite dish controller. I emailed a few times and we got the issue figured out and then... nothing... I emailed again 10 days ago using ALL CAPS in the subject line asking where my part was for the Winegard satellite controller box that sits in the rig to turn on the dish and have it find the signal. TEN DAYS ago. I have again heard nothing.

What is the dang deal with this guy... my fan's been broken since May... I've been working on getting the satellite thing handled since mid-September.

I thought I bought the best that's out there. I thought I'd get service after the contract wasm signed. I thought I'd get warranty work done after I drove off the lot. I am staying adjacent to an RV repair place... WILL I HAVE TO PAY OUT OF POCKET TO GET THESE THINGS SERVICED? As you can tell, I'm starting to get angry.

HOW DO I GET ATTENTION? ANY TRICKS OR HINTS WOULD BE APPRECIATED

It has been more than a year since I left the factory with Ken's recommendation that he have some items refurbished. I talked to him 8-10 times over a period of 6 months, each time he assured me the goods are on the way. I called both refurbishing facilities and neither one had received my stuff. Both sold me replacements at a very fair price. Both companies said they no longer did business with New Horizons, would not say why. They both were very helpful to me. I am much happier since I took care of it myself. I will never be at New Horizons as long as Ken is employed there.

svaya · 10-30-2017, 03:46 PM

Ugh, Dagwood. I hate hearing that.

dadej · 10-30-2017, 03:58 PM

I would call Brian the CEO. No email just old fashion phone call. It should not be this way with anything high end or low end.

ExcelRVGuy · 10-30-2017, 08:20 PM

Missi,

I spoke with Ken this morning about these posts and asked him to call you. When I followed up this afternoon, he said that he reached out to you but didn't get a hold of you. PLEASE call him in the morning if he doesn't get a hold of you first.

These kinds of posts are unacceptable! This kind of service is not what's going to move New Horizons in a positive direction going forward.

I just want you to know that we're fixing this issue. This kind of stuff drives me nuts...

I'm sorry!

Bryan

dadej · 11-03-2017, 03:32 PM

svaya,
Are you going to report to us on any outcome of your problem? You should not leave us hanging. I have had two issues on our rig and Ken handled both issues as HE actually answers his phone as way too many people who just let it go to voice mail. I think you need to call him as opposed to email. This might get a better response.
Dan

svaya · 11-04-2017, 03:38 PM

UPDATE
Ken got back to me via phone. I am not quite a baby boomer. Therefore I like doing business more via text, email than by phone. Additionally there is a record to follow so I can see exactly how long it takes for a reply etc. This is why I used email. These things weren't emergencies so I just used electronic means to reach out.

I am clear that I am unusual possibly by being a NH owner who is only in mid-50's, a single woman as well. Regardless, I like to communicate digitally/electronically.

The part I need has been sent. I got the UPS notice via email today.
Fingers crossed next week I get to have the mobile service come and fix the fan. I just emailed the mobile company's website to them.

rollondown · 11-04-2017, 08:29 PM

Quote:

Originally Posted by svaya

UPDATE
Ken got back to me via phone. I am not quite a baby boomer. Therefore I like doing business more via text, email than by phone. Additionally there is a record to follow so I can see exactly how long it takes for a reply etc. This is why I used email. These things weren't emergencies so I just used electronic means to reach out.

I am clear that I am unusual possibly by being a NH owner who is only in mid-50's, a single woman as well. Regardless, I like to communicate digitally/electronically.

The part I need has been sent. I got the UPS notice via email today.
Fingers crossed next week I get to have the mobile service come and fix the fan. I just emailed the mobile company's website to them.

Not on this subject, but I stopped and spoke with you in Billings MT KOA back in June.... You mentioned a fan issue then.... Glad to see your finally getting issues resolved.
Safe travels,

Burrington · 11-05-2017, 12:13 AM

Svaya, I want to step in here to Ken's defence. I haven't had any issues for a couple years, but my experience with Ken has been outstanding. I once had an air conditioner problem, which I reported to Ken by email late Sunday night. By time I arose Monday morning, I had a response from Ken that a part had been shipped, and he had contacted the RV park I was staying at to recommend a good mobile RV tech. The mobile tech called me at about 11:00 am to set a time to visit. My problem was resolved temporarily that afternoon and permanently a couple days later when the part arrived. I was totally impressed and can't imagine better service than that!! I'm really sorry you've had a problem getting answers, but I can assure you that is not Ken's or New Horizon's normal performance.

13speed · 11-17-2017, 07:50 PM

I have two non emergency issues with my new trailer and Left a message for Ken yesterday morning and got a call back by mid afternoon. Things can slip through the cracks sometimes and you do need to follow up and sometimes just be damn persistent. If Ken did not get back to me in a reasonable amount of time I would be on the phone to Cole, Drew, Erin and if need be Bryan.