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Old 08-18-2017, 08:17 AM   #1
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D&W Incorporated - poor customer service

I crushed one of my return vents with a slide recently. I went on the DWInc website to order a replacement and could not find a product that matched the one in my coach.

I reached out to them through their "contact us" form and received a reply from Tammy. It was cordial enough, I gave her my RV make and model, told her what I was looking for and supplied pictures of an uncrushed vent.

For the next few days we exchanged emails that amounted to me repeating my request and her telling me to find it on the website. I guess after 3 days of repeating the statement that what I needed was not on the website she told me what part number matched my vent. When I tried to order it it only came in dura-beige and I need white or off-white. (she could not tell me that either) So, I asked how to order the color I needed as I did not see that option. She replied it is not available in the color you have, only in dura-beige.

I lost it, are you kidding me, you think I am going to put one dura-beige vent in my ceiling with 20 white or off-white ones already there? I asked her if she even looked at the pictures I sent?

I forwarded her an email, that she had sent the day before telling me that it was indeed available in white. crickets....

She then had here manager Jay email me and tell me that the product I was looking for was obsolete and they had not manufactured the vent I was looking for in 14 years. So he would have me believe Entegra bought enough vents in the year 2003 to cover their production runs until 2014 when my coach was built?

These people are a joke, I hope whomever is running the show these days is not still using D&WInc!

I called Entegra CS today and they gave me a part number but my local Jayco dealer said they did not see that part number and would have to get back to me.

one vent, one damn vent

this one helped me personally but the coach still needs a vent!
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Old 08-18-2017, 08:32 AM   #2
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Quote:
Originally Posted by bamaspiveys View Post
I crushed one of my return vents with a slide recently. I went on the DWInc website to order a replacement and could not find a product that matched the one in my coach.

I reached out to them through their "contact us" form and received a reply from Tammy. It was cordial enough, I gave her my RV make and model, told her what I was looking for and supplied pictures of an uncrushed vent.

For the next few days we exchanged emails that amounted to me repeating my request and her telling me to find it on the website. I guess after 3 days of repeating the statement that what I needed was not on the website she told me what part number matched my vent. When I tried to order it it only came in dura-beige and I need white or off-white. (she could not tell me that either) So, I asked how to order the color I needed as I did not see that option. She replied it is not available in the color you have, only in dura-beige.

I lost it, are you kidding me, you think I am going to put one dura-beige vent in my ceiling with 20 white or off-white ones already there? I asked her if she even looked at the pictures I sent?

I forwarded her an email, that she had sent the day before telling me that it was indeed available in white. crickets....

She then had here manager Jay email me and tell me that the product I was looking for was obsolete and they had not manufactured the vent I was looking for in 14 years. So he would have me believe Entegra bought enough vents in the year 2003 to cover their production runs until 2014 when my coach was built?

These people are a joke, I hope whomever is running the show these days is not still using D&WInc!

I called Entegra CS today and they gave me a part number but my local Jayco dealer said they did not see that part number and would have to get back to me.

one vent, one damn vent

this one helped me personally but the coach still needs a vent!
Michael,

I went to DWI last fall and got an exact match to the AC vents when I added two vents up front. I think the problem may be in where on their website you are looking at for vents. Try looking under floor register vents with adjustable louvers and you should find what you are looking for.
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Old 08-18-2017, 08:46 AM   #3
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Paint it....
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Old 08-18-2017, 09:37 AM   #4
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Are you talking about the return vents in the ceiling? If so, I have an extra if the 17's are the same size as the 14's. If they are the same size, I'll just mail it to you.
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Old 08-18-2017, 09:42 AM   #5
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Paint it....
Thats what I would do.
jt
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Old 08-18-2017, 09:48 AM   #6
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Update - positive issue resolution

About 5 mins ago I received a call from the GM at D&W Inc. Jay Riblet.

He took the time to ask a few questions and understand that I am looking for a return vent that has filter. This was explained to his CSR and it was visible in the picture.

He apologized for the situation, we had a very civilized and professional conversation. Once he understood what I was looking for he knew exactly what I needed. He is sending me one to replace the one I broke and two spares for all of the confusion and trouble.

Thanks Jay, Confidence restored.
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Old 08-18-2017, 09:55 AM   #7
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more detail

Apparently Entegra uses only vents with dampers and uses the dampers to hold the filter in the vent. Since I have never removed a vent with a damper I did not know the damper and filter holder are the same thing.

So when I was asking for a vent without a damper it was confusing to them. I was asking for one that had a filter holder and they don't make them.

Once Jay and I talked he had the knowledge to know what Entegra was doing with the damper as the filter holder and that was the key piece of information that was missing in previous discussions.
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Old 08-18-2017, 10:16 AM   #8
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Off topic a bit, but we learned recently how important and frequent the filters require attention.

Our coach began having issues cooling the cabin after a week in a dusty campground. I pulled the 2 week old filters and they were absolutely packed.

We won't go beyond a month, or any dusty conditions before replacement.

Under $4.00 at Home Depot, cut to size.

-Matt
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Old 08-18-2017, 05:26 PM   #9
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Did Middlebury say they could not provide the vents? Wonder why you went to the manufacturer or distributor when the company parts department might have been a lot easier. Also, my experience is that the Company prices is competitive with prices on the internet generally.

Gary
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Old 08-18-2017, 06:08 PM   #10
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Did Middlebury say they could not provide the vents? Wonder why you went to the manufacturer or distributor when the company parts department might have been a lot easier. Also, my experience is that the Company prices is competitive with prices on the internet generally.

Gary
Past experience when Entegra said they would no longer sell parts....Travel Supreme did the same thing when they closed their doors. "Sometimes" it is easier to contact the parts manufacture than to sit on hold trying to get a part number.....In this case it wasn't. I am one that does not have unlimited cell service when traveling, the fastest method is the one I would call also. Sometimes you win, sometimes your loose.
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Old 08-18-2017, 08:50 PM   #11
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You DO technically have to order through a dealer, but the last time I ordered something (Corvette brake lights that had about 50% failed LEDs in the originals) I got the part number from Middlebury (or maybe it was on here), called NiRVC parts department, paid the same as others were reporting for questionable parts from eBay or maybe a little less for exactly the part that Middlebury would put on a repair in the shop and had it all in my hands in about a weeks time.

I could not complain about any part of the process. My practice will be to call Entegra/Entegra dealer first to get their availability and price before I look anywhere else.

Gary
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