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09-13-2017, 10:02 AM
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#1
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Senior Member
Join Date: Sep 2013
Location: Foxberry Farm Knoxville, Tn
Posts: 160
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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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09-13-2017, 10:39 AM
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#2
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Senior Member
Fleetwood Owners Club Ford Super Duty Owner
Join Date: Mar 2014
Location: Bartlett, TN
Posts: 1,324
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Quote:
Originally Posted by hikndog
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.
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They must have owned their second Airstream for a LONG time since Thor purchased Airstream in 1980.
__________________
Brian and Tammy
2017 Entegra Aspire 44b
2016 Jeep Wrangler Unlimited
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09-13-2017, 10:45 AM
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#3
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Senior Member
Join Date: Apr 2004
Location: Stillwater, Ok
Posts: 4,812
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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
__________________
2020 New Aire 3543
2018 Lincoln MKX
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09-13-2017, 10:45 AM
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#4
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Senior Member
Newmar Owners Club
Join Date: Jan 2012
Location: Polk City, FL
Posts: 3,368
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Not to be contrary but I called CS this morning. Waited about 2 mins then spoke to a CS agent.
__________________
Dave & Debbie
2021 Newmar DutchStar 4369
2016 Ford Edge&2019 Ford F-150 toads
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09-13-2017, 10:58 AM
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#5
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Registered User
Join Date: May 2017
Posts: 2,582
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Quote:
Originally Posted by hikndog
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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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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09-13-2017, 11:02 AM
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#6
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Member
Entegra Owners Club
Join Date: Mar 2017
Posts: 51
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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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Rex and Noelle
Pebbles the Pug
2017 Entegra Aspire 44B
2018 Jeep Grand Cherokee Toad
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09-13-2017, 11:04 AM
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#7
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Senior Member
Join Date: Feb 2012
Location: Peoria IL
Posts: 2,085
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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.
__________________
2023 Ram 3500 H.O.
2020 DRV
2015 Entegra Aspire RBQ SOLD
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09-13-2017, 11:22 AM
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#8
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Senior Member
Join Date: Jul 2014
Location: Safety Harbor, FLorida
Posts: 268
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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.
__________________
2017 Entegra Aspire 42DEQ
Tow: 2019 Ford Fusion HYBRID
"Adventure before Dementia"
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09-13-2017, 11:49 AM
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#9
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Senior Member
Join Date: May 2013
Location: Woodland, Washington
Posts: 771
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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.
__________________
Peter & Kathy Collins
Woodland, WA
2014 Anthem 42DEQ
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09-13-2017, 12:16 PM
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#10
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Senior Member
Join Date: Apr 2013
Posts: 1,433
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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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2022 Newmar Ventana 3717
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09-13-2017, 03:31 PM
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#11
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Moderator Emeritus
Join Date: Oct 2002
Location: Sheboygan, WI
Posts: 5,641
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Quote:
Originally Posted by McGarrett50
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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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.
__________________
Mark & Leann Quasius
2016 Cornerstone 45A
2020 Jeep Gladiator Rubicon
2021 Jeep Wrangler Rubicon
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09-13-2017, 04:00 PM
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#12
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Senior Member
Entegra Owners Club
Join Date: Nov 2012
Posts: 8,107
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Quote:
Originally Posted by Ann n Gene
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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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.
__________________
Marc and Jill, Wellington FL
2013 Entegra Anthem 44SL
2018 Lincoln MKX
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09-13-2017, 04:39 PM
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#13
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Senior Member
Join Date: Apr 2013
Posts: 1,433
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Quote:
Originally Posted by Cruzer
I also agree with the music on hold, although that's a bit of a stretch to call that music.
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No kidding! Sounds like staticy background noise while an orchestra is tuning up.
__________________
2022 Newmar Ventana 3717
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09-14-2017, 06:59 AM
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#14
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Senior Member
Entegra Owners Club Spartan Chassis
Join Date: Jul 2012
Location: Mount Olive Shores North, FL
Posts: 2,548
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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.
__________________
Jerry - 2021 Entegra Anthem 44F
2017 Grand Cherokee
sold 2018 Entegra Aspire 42DEQ Sweet Victory
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