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Old 09-13-2017, 10:02 AM   #1
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Entegra service

Is it just me or does there seem to be a much longer wait to get service to answer the phone since the buy out? One thing I hated about Tiffin was that the wait to talk to service on the phone took forever. I sure hope this isn't the future.

I wrote the above while waiting for service to pick up and when they did, what a disappointment. Asked about the battery equalization, how to find it on Vega touch, could I run the A/Cs at the same time etc and he had no idea. Also since my security lights don't work either, [as in other threads] asked him about that. He had no idea there was a system problem.

As an aside, on this trip I met a couple who had a new Air Stream, their third. They said service had gone down hill since Thor and they never would have bought this new one had they known.
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Old 09-13-2017, 10:39 AM   #2
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IAs an aside, on this trip I met a couple who had a new Air Stream, their third. They said service had gone down hill since Thor and they never would have bought this new one had they known.

They must have owned their second Airstream for a LONG time since Thor purchased Airstream in 1980.
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Old 09-13-2017, 10:45 AM   #3
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Entegra service

I do not generally have the problem you are describing. They do have Several new hires as the CS staff expands as they get more coaches on the road and it takes those folks time to get up to speed. They used to use only guys off the line that knew the coaches well but apparently could not get enough of them interested in getting yelled out over the phone while diagnosing a distant problem [emoji2]. Seriously, it does depend on who you get, some are better than others. As for factory service, I have been going to Middlebury since they started building coaches and doing service work. My trip in August was, by far, the best, most efficient service I have every had there. It is not the family attitude it once was but it is very efficient, productive and effective. All JMHO
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Old 09-13-2017, 10:45 AM   #4
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Not to be contrary but I called CS this morning. Waited about 2 mins then spoke to a CS agent.
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Old 09-13-2017, 10:58 AM   #5
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Is it just me or does there seem to be a much longer wait to get service to answer the phone since the buy out? One thing I hated about Tiffin was that the wait to talk to service on the phone took forever. I sure hope this isn't the future.

I wrote the above while waiting for service to pick up and when they did, what a disappointment. Asked about the battery equalization, how to find it on Vega touch, could I run the A/Cs at the same time etc and he had no idea. Also since my security lights don't work either, [as in other threads] asked him about that. He had no idea there was a system problem.

As an aside, on this trip I met a couple who had a new Air Stream, their third. They said service had gone down hill since Thor and they never would have bought this new one had they known.
I'm at the factory now and when I went into customer service there were only about three people that I recognized. There seems to have been a lot of changes and not for the betterment of the customer. Unfortunately, it appears customer service has taken more of a back seat. I will say one more thing about service, if it wasnt for Joyce there would be a lot less than we have now.
The statement that was put out about no changes after the Sellout to Thor was certainly not true. I've owned more than one Entegra so I have a pretty good insight over time. JMHO
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Old 09-13-2017, 11:02 AM   #6
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I have my 17 Aspire in for warranty work at MHS and cannot get updates from them or Entegra CS. It has been a frustrating experience.
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Old 09-13-2017, 11:04 AM   #7
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Mine is going in for service the first week of November. So far this company hasn't let me down one bit. I was concerned when they got bought out but so far my concerns have been unwarranted.
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Old 09-13-2017, 11:22 AM   #8
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Depends of time of day or day if week. Monday mornings probably high demand. I've had good luck with wait time. If the rep didn't know the answer, they consulted a more senior rep or called me back.

Just wish they'd get new music on hold.
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Old 09-13-2017, 11:49 AM   #9
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In my experience, Entegra has been far superior to a brand we owned in the past during and after the warranty expiration date. Have NEVER had a negative experience, just the exact opposite when calling CS, at the factory for PDI or after warranty or obtaining parts or information through a dealer (Beaver Coach Sales). I guess we are brand loyalists. Our next coach will be the '19 Cornerstone 45Y.
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Old 09-13-2017, 12:16 PM   #10
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I just got off the phone with CS. Total wait time, about 1-2 minutes, tops. Question answered quickly with promise of backup material arriving via email. Elapsed tim, not more than 5 minutes altogether.
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Old 09-13-2017, 03:31 PM   #11
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Depends of time of day or day if week. Monday mornings probably high demand. I've had good luck with wait time. If the rep didn't know the answer, they consulted a more senior rep or called me back.

Just wish they'd get new music on hold.
I agree. Mondays are always long waits no matter where you call for customer service. I guess everything breaks on weekends.

I also agree with the music on hold, although that's a bit of a stretch to call that music.
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Old 09-13-2017, 04:00 PM   #12
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I do not generally have the problem you are describing. They do have Several new hires as the CS staff expands as they get more coaches on the road and it takes those folks time to get up to speed. They used to use only guys off the line that knew the coaches well but apparently could not get enough of them interested in getting yelled out over the phone while diagnosing a distant problem [emoji2]. Seriously, it does depend on who you get, some are better than others. As for factory service, I have been going to Middlebury since they started building coaches and doing service work. My trip in August was, by far, the best, most efficient service I have every had there. It is not the family attitude it once was but it is very efficient, productive and effective. All JMHO
I too was there for service in August. It was my third time there since 2014, and the best visit yet in terms of efficiency. Everything was done to my complete satisfaction. So I agree completely with Ann N Gene.
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Old 09-13-2017, 04:39 PM   #13
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I also agree with the music on hold, although that's a bit of a stretch to call that music.
No kidding! Sounds like staticy background noise while an orchestra is tuning up.
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Old 09-14-2017, 06:59 AM   #14
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I don't have a comparison to previous years but what I have experienced so far with customer service has been positive. Not much wait time and good response on questions and issues.
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