Seriously, Newmar?

[nebster]

I've been shopping for a new coach for a while now. After the 2018 models came out, we submitted a set of seven specials on an Essex, through Michelle Howard, for consideration.

The list came back a week later, all approved. Except, by mistake, only six of the items were submitted, so we had to resubmit with the seventh item.

This time, item seven was denied, and "management" decided to also deny one of the other six they'd already approved!

Of course, everything is totally opaque, there's no way to talk to someone about it. And since it's just a binary response, I have no idea if there's some variation I could propose that would be a compromise that might allow them to sell me a $550k coach.

To be clear, we loved our Dutch Star and I love the individual people at Newmar I've worked with in the past. But the company is shooting themselves in the foot with this slipshod approach to selling half-million-dollar-plus coaches.

Sigh...

[BBelanger]

I hear you loud and clear. What is the alternative?
Bill

[brucemcdou]

Originally Posted by nebster

The list came back a week later, all approved. Except, by mistake, only six of the items were submitted, so we had to resubmit with the seventh item.

This time, item seven was denied, and "management" decided to also deny one of the other six they'd already approved!

Of course, everything is totally opaque, there's no way to talk to someone about it. And since it's just a binary response, I have no idea if there's some variation I could propose that would be a compromise that might allow them to sell me a $550k coach.

You don't say but I assume you're working through your dealer and not directly with Newmar? In our recent ordering experience our dealer was very helpful in acting as an intermediary and an advocate to discuss options with Newmar. We came to a good compromise, and he (the dealer) kept us in the loop. I assume the Newmar factory folks prefer to deal primarily with their dealers rather than individual owners/buyers who might be somewhat less focused and more emotional

We had an analogous situation; we were initially refused for a special that our dealer was later able to reach a compromise on. During the back and forth on that item they realized that they had initially approved a different special that they couldn't actually do. Our dealer, acting as the intermediary, provided their explanation. No big deal and no hard feelings.

[nebster]

Originally Posted by BBelanger

I hear you loud and clear. What is the alternative?

Foretravel, in our case. It's apples and oranges, though... higher price point, totally custom anyway.

Or we could go to a third party and make the changes afterwards anyway.

Your point is fair! But, at least in our case, Newmar could easily lose the business, too.

[nebster]

Originally Posted by brucemcdou

You don't say but I assume you're working through your dealer and not directly with Newmar?

Yeah, that's a good suggestion.

I have had a discussion with a sales guy at a dealer who basically confided that the process is as frustrating for him as it is for us lowly end customers. But, he has a trick that he likes to use: he goes back through the hundreds of previous custom orders they've placed, finds approved specials that are the same or very close to what his new customer wants, and he puts those on the order.

Then, when they inevitably come back with denials, he just points them to the previous coach they built with the same special.

He says "they hate it when I do that, but it works." :-)

[HarleySG]

For another opinion, call Brett Davis at NIRVC. He sells both Newmar's and Entergra's.

[ewlee]

Originally Posted by nebster

I've been shopping for a new coach for a while now. After the 2018 models came out, we submitted a set of seven specials on an Essex, through Michelle Howard, for consideration.

The list came back a week later, all approved. Except, by mistake, only six of the items were submitted, so we had to resubmit with the seventh item.

This time, item seven was denied, and "management" decided to also deny one of the other six they'd already approved!

Of course, everything is totally opaque, there's no way to talk to someone about it. And since it's just a binary response, I have no idea if there's some variation I could propose that would be a compromise that might allow them to sell me a $550k coach.

To be clear, we loved our Dutch Star and I love the individual people at Newmar I've worked with in the past. But the company is shooting themselves in the foot with this slipshod approach to selling half-million-dollar-plus coaches.

Sigh...

What were your seven specials? Maybe someone on here has been down that road before.

[nebster]

Originally Posted by HarleySG

For another opinion, call Brett Davis at NIRVC. He sells both Newmar's and Entergra's.

Thanks, will do.

Originally Posted by ewlee

What were your seven specials? Maybe someone on here has been down that road before.

The one that was "reconsidered" was to move the W/D to the rear roadside corner, next to a smaller sink. (This is on 4536.)

The other one is to turn the wardrobe into a bunk bed. We know we can do that afterwards, although we need to see a real working model first to make sure it makes sense. There's one coming to a dealer here soon, though.

So all is certainly not lost, but the experience has already left something to be desired!

[MRUSA14]

Did you ask Michelle Howard to intervene, or disclose the reasons for the denial(s)?

Maybe this type of back and forth and bad feelings is why Entegra won't do any specials. In my case, I have done extensive aftermarket work which worked out perfectly. In this way was able to get exactly the changes that I wanted.

[Mr_D]

Having ordered two DSDP's we only had one special denied, wanted HydroHot in a 2002 DSPD. Newmar said it would "dilute" the model line.
At least Newmar will try and accommodate your requests. If you feel strongly enough about the specials then order a Newell, Prevost or Foretravel.

[pilotspike]

Originally Posted by nebster

Foretravel, in our case. It's apples and oranges, though... higher price point, totally custom anyway.

Or we could go to a third party and make the changes afterwards anyway.

Your point is fair! But, at least in our case, Newmar could easily lose the business, too.

So we go from $550K to $1M+ as the alternative? Seems odd to complain about Newmar and then jump to a coach that is twice the cost to get satisfaction.

[LJowdy]

I suppose you can raise all kinds of stink but the bottom line is that they either don't offer it, it's not within their ability or maybe it's because of weight distribution or safety reasons?

I'd love to be able to order cars like we could back in the Chevrolet COPO days when you could order a 427 in a Camaro even though it wasn't on the order sheet.
In today's market you get what they offer, not always what you want.

[Hmf23]

We are in the middle of the same situation. 5/3 we submitted a preliminary specials list without decor finalized. 5/4 Everything approved except 2, King Aire front seats which we get and the second we asked for window treatment legs to be all wood omit the fabric (which they did on a 16 MADP).
Last Tues we finalized everything when list returned only things not allowed were two items approved on first list. We asked for some shelving in exterior compartments. I got these from another customer of our dealer who had them approved and installed at FPU. So odd you can get something done at FPU, but can't order the same as a special. We are in the wait and see as it goes up and down the Newmar Ladder. I get how somethings have to be seen by Engineering to make sure everything is going to work. Just makes you scratch your head a bit.

[ewlee]

Originally Posted by Hmf23

We are in the middle of the same situation. 5/3 we submitted a preliminary specials list without decor finalized. 5/4 Everything approved except 2, King Aire front seats which we get and the second we asked for window treatment legs to be all wood omit the fabric (which they did on a 16 MADP).
Last Tues we finalized everything when list returned only things not allowed were two items approved on first list. We asked for some shelving in exterior compartments. I got these from another customer of our dealer who had them approved and installed at FPU. So odd you can get something done at FPU, but can't order the same as a special. We are in the wait and see as it goes up and down the Newmar Ladder. I get how somethings have to be seen by Engineering to make sure everything is going to work. Just makes you scratch your head a bit.

We had some of the same responses when met with Michelle early on in our search for a coach. Things we could not get as specials during build but could have the same refused items installed during FPU. We wanted the cabinet under the booth dinette table, told we could order through parts and have it installed on FPU. The reason given was that it would hold up the production line if they approved certain items.

Another special we wanted was the LADP lambrequins in a MADP, short answer, NO, had to maintain model separation. A few other items and we went to the LADP. The bay shelves were installed on FPU.