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Old 03-27-2021, 07:39 AM   #1
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Newmar Customer Service - not like it used to be

I had a very specific question about my DSDP that I sought an answer from Newmar. I emailed them at the usual address and included all the key information, year, model, coach#, VIN. Wow, 2 days later, I get a response. Super ! But what they sent me has nothing to do with my question. So, I reply asking for if they would please address my question/request. No response.... tried it again, a week later, no response. I'll call Monday. Sad. Don't know if it's a Winnie take over issue or something else, but at least the courtesy of a response would be nice. Maybe they sent online support offshore.... what I've experienced in this situation with newmar is about what you get in dealing with offshore helpdesks.
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Old 03-27-2021, 09:01 AM   #2
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Quote:
Originally Posted by PanJH View Post
I had a very specific question about my DSDP that I sought an answer from Newmar. I emailed them at the usual address and included all the key information, year, model, coach#, VIN. Wow, 2 days later, I get a response. Super ! But what they sent me has nothing to do with my question. So, I reply asking for if they would please address my question/request. No response.... tried it again, a week later, no response. I'll call Monday. Sad. Don't know if it's a Winnie take over issue or something else, but at least the courtesy of a response would be nice. Maybe they sent online support offshore.... what I've experienced in this situation with newmar is about what you get in dealing with offshore helpdesks.
In my experience, e-mail is the worst possible way to request information...from any company! E-mail is frequently shunted off to some low-level employee who sends out boilerplate answers. And, it is the last thing to get attention.

Call on the phone and speak directly with a real person. Yes, that may involve some time on hold, but it ensures that any ambiguities in you question can be addressed. In an e-mail, there is no easy way for a back-and-forth exchange to clarify things. On the phone, you can explain your issue, help clarify unclear points, ask additional questions, etc.

TJ
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Old 03-27-2021, 10:23 AM   #3
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Im sorry for your problems with using email for customer service. I have had extensive issues with my Dutch Star since purchased new in August 2018. I have resolved virtually every problem through email and have been extremely satisfied with Newmar customer service support.
And, yes I have had the same success since Newmar was purchased by Winnebago. I have also used the phone but, find email has worked great.
I hope you can resolve your problems and have better luck going forward.
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Old 03-27-2021, 11:40 AM   #4
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I know the world runs on emails, but I'm a dinosaur and I still call. I have pretty good luck getting through. I don't use the 800 number.....I use their local number and seem to get through faster.

Keep in mind, your questions may go to a central contact and then have to be sent to another entity for a response.
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Old 03-27-2021, 02:48 PM   #5
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I called them on a question a couple of weeks ago and they were very helpful. I generally avoid email for customer service wherever possible. The exception being I am working with a specific individual on an issue and need to exchange documents or document a conversation.

Hope you get it resolved soon.
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Old 03-27-2021, 04:59 PM   #6
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So, what was your question? Maybe one of us can help you.
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Old 03-27-2021, 08:08 PM   #7
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I call and ask for Natalie. I have had great customer service from her and other. Too impatient for email. Good luck.
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Old 03-27-2021, 10:39 PM   #8
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I have mixed responses. Email was not answered and call have. On a couple of occasions, I had to call the dealer service department and they will ask Newmar CS to reply to email. Dealer service department has been very helpful. I bought a Newmar because of their CS reputation. I believe being purchased by Winnie must have had an effect on their CS. When you get through to them the Newmar CS is great.
Phone much better unless you are sending pictures.
I hope you resolve your issue.
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Old 03-27-2021, 11:00 PM   #9
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I just got back from 8 days of repairs, modifications, and upgrades in Nappanee and communication (email, phone, and in person) and customer service were way beyond expectations. Id always heard they take good care of customers at the service center, but I was still impressed with their concern, professionalism, and attention to detail.
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Old 03-28-2021, 02:26 AM   #10
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Originally Posted by R.Wold View Post
I just got back from 8 days of repairs, modifications, and upgrades in Nappanee and communication (email, phone, and in person) and customer service were way beyond expectations. Id always heard they take good care of customers at the service center, but I was still impressed with their concern, professionalism, and attention to detail.
Refreshing to hear. Thank you.
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Old 03-28-2021, 06:58 AM   #11
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I am like DSD so I call parts as they are still great and then they direct me to the source I need.....
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Old 03-28-2021, 07:22 AM   #12
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Weve had some success with email but much better on the phone. Ive found calling very early in their business hours. Remember they have a different mindset on opening hours in Nappanee to say the least.

I believe that issues with CS are more COVID related then the buy out. We have been there several times since the buyout and have not seen any change in how they deal with the customers.

Always very helpful, friendly and most importantly respectful to us and our needs.

John
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Old 03-28-2021, 11:08 AM   #13
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My experience from last week.

Problem boon docking and generator wouldn’t charge my batteries and I already down to 12.1 volts and the AGS said “AGS Not Present” so I call the after hours number.

First Guy: Very short and only check a couple of things and said not our problem call Magnum

Second Guy: Still after hours and spent 45 plus minutes checking everything he new to check. Very nice and guy and lot help but in the end he was out of ideas and said call Magnum.

That night I found on the Magnum controller a “Set to Factory Defauts” and when I did that the batteries started charging but the AGS keep say “AGS Not Present”.

Morning got another call form Newmar and she try a few things to get AGS working again. Sent me articles to read but most of them did apply to the ARC-50 Control head. Said she that she would research the problem and called back but never call back.

Call Magnum and the first guy repeated most for the check from above and determined it was a shorted network cable between the AGS controller and the ARC50 Controller head.

I re-did the crimp and on the ends the best I could without the proper tools and got the AGS to recognize by the controller.

Called Magnum back and they walk though ever single setting and made sure everything in the ARC50 was set correctly. Very helpful
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Old 03-28-2021, 12:37 PM   #14
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I spent just about all last week at Nappanee getting our '16 VLDP serviced. We had a large laundry list of maintenance items to have done, some repair work, and a host of upgrade to include a change over to AGM and the addition of under slide lighting all around.


Newmar had scheduled me for 5 full days of work, starting on Monday. In reality, they were done in 3 and addressed some thing I hadn't pre-planned with them.


All in all, their customer service was incredible. Talk about one of the nicest places you could be when having coach work done. The tech was super patient with me despite some of my idiotic questions and more than one time he decided to pause for a bit of extra time just to show me something that I was quizzical about.

I am sure that your email experience may be frustrating at trying to get through, but on the other end is a super group of people who, quite honestly, are the only people at this point that get my service dollars if I can control it.


J
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