Community Forums

sinjineer · 10-06-2015, 11:32 PM

Our experience with Newmar has not been nearly as happy as all those who post on this board. We have had a problem with the non-FWS in our Dutchstar since the day we first took delivery at Newmar last April. The problem escalated last Saturday when the slide would not retract while we were camping in rural TN while on our way to the west coast where we winter.

Newmar could not find a mobile tech to address the problem and suggested we drive, with the slide out, some 20+ miles to a repair facility. We of course rejected that suggestion. I then did a simple google search and found over a dozen mobile rv repair companies in the area, five of which were open on Saturday. We gave our Newmar contact the name and number of two of those and they sent a person out to try to get the slide back in.

The mobile tech discovered that a portion of the bushing on the slide, the part with the brush seal, was bent due to mis-alignment and he removed it. The slide then retracted fully. Newmar then considered the slide fixed. We did not buy into the theory that removing what appears to be an integral part of the slide a "fix" so changed our route to stop in Nappanee on our way west.

Our Newmar rep told us not to come to Nappanee because we didn't have an appointment, but could not suggest anywhere else we should go, so to Nappanee we went. We met two other owners there without an appointment Sunday night. Both of them had called their Newmar reps on Sunday and got service starting on Monday. We were put on the wait list.

We were told if we left our coach and someone came to look at our problem we would be dropped back to the bottom of the list. Nice. No one came by on Monday, no one came by on Tuesday. Tuesday afternoon we were told that we should go to a third party service vendor in Elkhart on Thursday because Newmar had no time for us. We asked that someone just come by and look at the problem with our slide, just look at the mangled deformed bits on the slide mechanism. Newmar refused.

I wish I had my airstream back.

Mr_D · 10-06-2015, 11:39 PM

Sure hasn't been our experience with Newmar. But we ordered the '02 DSDP in '02 so it's been a while too.

nothermark · 10-07-2015, 12:20 AM

Let me see. My shop is full and I have a waiting list and you turn up wanting service. Who do I screw to take you on? That was Newmar's problem and would be for any other manufacturer or dealer with a service shop.

That does put out an interesting question though. How would you like to be the one screwed so they could do someone else when you followed the process and they did not?

sinjineer · 10-07-2015, 01:28 AM

Quote:

Originally Posted by nothermark

Let me see. My shop is full and I have a waiting list and you turn up wanting service. Who do I screw to take you on? That was Newmar's problem and would be for any other manufacturer or dealer with a service shop.

That does put out an interesting question though. How would you like to be the one screwed so they could do someone else when you followed the process and they did not?

And yet two folks who called the day after we did managed to get an appointment. And they waited two days after we were here to tell us to go someplace else in two more days.

We were willing to wait but did not want to be tied to the parking lot for days on end. Why did they wait two days to send us packing after putting us on their wait list?

How would you like to be the one with a >$300k motorhome with a slide that has had two failed repairs in the first six months.

wracinti · 10-07-2015, 03:12 AM

Quote:

How would you like to be the one with a >$300k motorhome with a slide that has had two failed repairs in the first six months.

Your complaints are legit. $300,000 new of anything deserves better service.
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C.Martin · 10-07-2015, 04:15 AM

Lots of people talk about the fantastic service they do receive in Nappanee...

I'm wondering...if Newmar is to keep pace with 9 new units a day...should they perhaps expand their service department? Maybe even have a second location strategically located somewhere else in the country...although being so close to where almost every rv part is manufactured can't be all bad.

Very sorry to hear about your experience. Stuff does break though...and it really doesn't matter what you spend. Take the commercial Jetliners I fly. $Millions and $Millions. Guess what? They break...we do have Mechanics..,and sometimes, not enough of them to prevent lengthy delays. But they do get fixed. I wouldn't regret having them around.

Haven't had any of them ask me to fly 20 miles with the slide out yet

Hopefully, you will get service soon.

It would be nice to think Newmar engineers oversee this particular type of problem...and try to improve on their design by examining the weak link. Of course there does have to be a weak link...hopefully you design it so that when stuff does jam up...it breaks a $10 part instead of a $5000 part. But if you can still improve on reliability...it helps out everyone. After all..,that is just what engineers do.

Best of luck...I hope we all get to hear you post some more favorable experiences with your Newmar in the near future.

Steve N Sal · 10-07-2015, 04:55 AM

I don't understand "WHY" your Newmar rep couldn't make you an appointment being you were in TN and had to drive to IN. That must have taken at least a day of driving if not more and left some time to fit you in the mix of things. Sounds to me like your rep dropped the ball. Drive 20 miles with the slide OUT???? Now that's a good one. Sorry you are having this problem and only hope you can get it resolved. Newmar does make a great product. Back to the rep, maybe you should ask for a new one that may be more qualified. JHMO. Good Luck.

unw1red · 10-07-2015, 05:53 AM

All problems are taken with one's perspective as the gauge. Case in point, I owned a Thor that had two issues; refrigerator stopped working and the fuel pump stopped working. The former was an inconvenience, but didn't stop our journey. The latter, however, caused a mad scramble for rental cars and hotels as well as the RV being stranded for almost a week before I could drive it home (and subsequently trading it in on a Newmar).

My point being that your issue was an inconvenience, but not a major disruption. Although the trip to Nappanee did not bear fruit, you were able to continue on your journey.

Trust me when I say that the quality and happiness you will enjoy with a Newmar will far surpass almost any other brand available.

The customer satisfaction and repeat customers are a badge of glory that Newmar wears year after year.

I know it is frustrating and highly inconvenient, but they will stand behind their product and make it right.

Good luck and keep us up-to-date.

tbbg II · 10-07-2015, 05:53 AM

I am also sorry to hear about the situation. Sure, stuff breaks and sure, they are busy, but that is hard to swallow. Newmar keeps a call log. You may wish to have the situation reviewed by management. Is the coach still under warranty? I suspect they take warranty repairs ahead of non warranty work.

I hope you get everything resolved.

Steve Ownby · 10-07-2015, 06:13 AM

Quote:

Originally Posted by tbbg II

I am also sorry to hear about the situation. Sure, stuff breaks and sure, they are busy, but that is hard to swallow. Newmar keeps a call log. You may wish to have the situation reviewed by management. Is the coach still under warranty? I suspect they take warranty repairs ahead of non warranty work.

I hope you get everything resolved.

SOB driver here. I agree with this post. I watch the IRV2 forums regularly and have to say that Newmar certainly has a sterling reputation for customer service. That being said, when an organization is pushed to its max then unintended things can happen. I'm guessing that there is a problem with someone making scheduling decisions concerning your coach who may have taken offense at something. It could have been something internal and nothing to do with you at all. Sometimes, when things are very busy, some folks end up making decisions who aren't very good at it.

I would ask for a sit down with the manager of customer service & explain very factually what in going on from your point of view. If you are a warranty customer, the warrantee manager may need to be in the meeting. If not warrantee then the service manager. If no luck then take it to the next level of management. Just stay calm, rational and factual. I was at the Winnebago service facility in Forrest City with friends who were there for service. We saw a family get tossed out and service refused because of a joking remark the wife made to a service writer.

Steve Ownby
Full time since '07

Luv2go · 10-07-2015, 06:17 AM

Quote:

Originally Posted by tbbg II

I am also sorry to hear about the situation. Sure, stuff breaks and sure, they are busy, but that is hard to swallow. Newmar keeps a call log. You may wish to have the situation reviewed by management. Is the coach still under warranty? I suspect they take warranty repairs ahead of non warranty work.

I hope you get everything resolved.

Agreed. It's time to go up the line and make sure you're heard by management. There are one or two reps at Newmar who as reported on this forum seem to make a lot of mistakes. They dropped the ball on this one, should have told you quickly to go to the Elkhart shop. Does it happen to be Pro Custom? Several people including us have had a good experience with them.

"007" · 10-07-2015, 06:26 AM

Hopefully you will be a member of this lineup when your communication with Newmar is resolved.

twojayhawks · 10-07-2015, 06:49 AM

I agree with the OP on this issue in every aspect. Newmar has "evolved" into one of the industries leading mfg of motor homes. Their business is up and they are making money hand over fist. I'm guessing 2015 will be the strongest year regarding units sold since the early 2000's or maybe ever. Bottom line.....take care of your customers. Oh, service dept too busy? BUNK
I bet they take the necessary action steps to hire/expand to meet production demand for units sold.

unw1red · 10-07-2015, 06:55 AM

One of the biggest concerns for business owners is the hiring/firing of employees. When the economy is running on all cylinders, it is easy to "over" hire. The problem is when business is slowing, you have the painful duty of layoffs.

Trying to be consciences about hiring not only helps your employee's happiness, it is also directly related to customer satisfaction. If you don't hire to many, you keep costs down for both you and your customer.

When life is good, you need to hire, but there will be growing pains along the way.

I hope all goes well for the OP.