Community Forums

Flanz · 10-29-2017, 01:36 PM

Mike Lucas left in the September time frame of this year. He is now an OEM account manager for Diamond Shield.

Gary.Jones · 10-29-2017, 07:13 PM

Sorry for hijacking this thread but Mike Lucas was one impressive CS repair representative (whatever his formal title was). He was often able to articulate both the problem and fix that I was trying to describe to him before I could get it explained to him. And when things were not better at the end of the day from fixes that were supposed to be resolved that day, he would bring up the subject first before I could find it and get upset about an unacceptable job and it would get resolved without me making a big deal about the problem.

And when I talked to him about how happy he was, he constantly denied any unhappiness about the changes and transitions at Entegra and would be there for the long haul. For me, anyhow, his loss is a major loss in that division. I have not been happy with the sophistication of the phone CS people in the past year who have known less about my coach than I have known, which is a pretty bad sign. I was impressed by one of the female repair people from Middlebury (I dont remember her name) who handled customer repair services at the Kerrville Rally very well. She was impressive.

Gary

brobox · 10-30-2017, 06:31 AM

Quote:

Originally Posted by Flanz

Mike Lucas left in the September time frame of this year. He is now an OEM account manager for Diamond Shield.

Sorry to hear he left. Mike did an outstanding job for me. I hope he does well at Diamond Shield.

Rollin101 · 10-30-2017, 06:47 AM

Quote:

Originally Posted by Gary.Jones

Sorry for hijacking this thread but Mike Lucas was one impressive CS repair representative (whatever his formal title was). He was often able to articulate both the problem and fix that I was trying to describe to him before I could get it explained to him. And when things were not better at the end of the day from fixes that were supposed to be resolved that day, he would bring up the subject first before I could find it and get upset about an unacceptable job and it would get resolved without me making a big deal about the problem.

And when I talked to him about how happy he was, he constantly denied any unhappiness about the changes and transitions at Entegra and would be there for the long haul. For me, anyhow, his loss is a major loss in that division. I have not been happy with the sophistication of the phone CS people in the past year who have known less about my coach than I have known, which is a pretty bad sign. I was impressed by one of the female repair people from Middlebury (I dont remember her name) who handled customer repair services at the Kerrville Rally very well. She was impressive.

Gary

That would be Mary.

dave&ginny · 10-30-2017, 09:22 AM

Thankfully Joyce is still there. I think she's one of the last to jump ship

Whizzer60 · 01-08-2018, 09:00 PM

Quote:

Originally Posted by Gary.Jones

Sorry for hijacking this thread but Mike Lucas was one impressive CS repair representative (whatever his formal title was). He was often able to articulate both the problem and fix that I was trying to describe to him before I could get it explained to him. And when things were not better at the end of the day from fixes that were supposed to be resolved that day, he would bring up the subject first before I could find it and get upset about an unacceptable job and it would get resolved without me making a big deal about the problem.

And when I talked to him about how happy he was, he constantly denied any unhappiness about the changes and transitions at Entegra and would be there for the long haul. For me, anyhow, his loss is a major loss in that division. I have not been happy with the sophistication of the phone CS people in the past year who have known less about my coach than I have known, which is a pretty bad sign. I was impressed by one of the female repair people from Middlebury (I dont remember her name) who handled customer repair services at the Kerrville Rally very well. She was impressive.

Gary

Things are different is CS now, at least as far as scheduling for a Middlebury appointment. And they are for the worse. It is no longer first come first serve.

In October I asked for a June appt. to coincide with a trip to Spartan (the farther out the better chance of getting it, I thought).
She says, "We're only scheduling out to May now. We will schedule in June after Jan 1." No problem, I put it on my calendar.

On New Years Day I asked for my June appointment. On January 3 her reply was, "The closest thing we have available for you is at the end Of July!"

I'm not going to begin to try and explain the discombobulated explanation she gave me after I questioned what she had said in October was no longer relevant.

M&S Norrell · 01-08-2018, 10:23 PM

Our 2 years will end at the end of September. When should I make the call to schedule? TIA.

Whizzer60 · 01-08-2018, 10:31 PM

Quote:

Originally Posted by M&S Norrell

Our 2 years will end at the end of September. When should I make the call to schedule? TIA.

Now. And if they say we're not taking September appointments til say, March, for example. Call back in February

brobox · 01-09-2018, 06:15 AM

Quote:

Originally Posted by M&S Norrell

Our 2 years will end at the end of September. When should I make the call to schedule? TIA.

From what has been posted about the new TIA they will only schedule six months in advance and not a day before. You could call now for a June date.

Marcosdad · 01-09-2018, 06:07 PM

I too tried for a May date to mesh with the Spartan Academy and "Homecoming". I mailed my list on 30 November (to be first in line the next day). Worked like a charm. They gave me June 15

Whizzer60 · 01-09-2018, 09:59 PM

Quote:

Originally Posted by Marcosdad

I too tried for a May date to mesh with the Spartan Academy and "Homecoming". I mailed my list on 30 November (to be first in line the next day). Worked like a charm. They gave me June 15

Not like it used to be, for sure. And not for the better!

Butte64 · 01-10-2018, 05:59 AM

My experience with Customer Service run by Joyce has been great. My experience with the factory service scheduling process has been horrible. It appears they are trying to drive owners away from factory service by making it so difficult.

brobox · 01-10-2018, 06:05 AM

Quote:

Originally Posted by Whizzer60

Not like it used to be, for sure. And not for the better!

It is a lot different when there were less than 1,000 Entegras on the road (when I bought mine). Now there are close to 4,000 Entegras on the road, 4 times as many coaches to service. Throw in the just sold units that have to go back to the factory to get whatever factory fixed (there were 3 with mis-wired Vega Touch on my last visit, PJ was finding the fix back then). As companies grow with more needs by customers, things are going to change. Wonder what those changes will be when 6,000 Entegras are on the road?