Quote:
Originally Posted by Spinner
I did rant a little, but the exact response from Newmar was "You need to get it repainted." There was no offer of them providing a recommendation, or even selling me on their body shop. Just a short, impersonal answer.
I have taken it to 3 different places near my home and they have all come to the same root cause without my input. The clear coat layer was applied too thin. Unfortunately, they don't have large enough facilities to do the job.
This is clearly a workmanship/manufacturer defect. I am not expecting any compensation from Newmar, although I wouldn't turn it down. I just want to find a place that will fix it right.
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I enjoy working for rv dealer detailing used rigs. I frequently hear "break-room talk" among service, parts and sales personnel. Some love their work, some hate it. I could direct you to THE person you should go to for help in every department.
There are 2 things I no longer accept from the first customer service rep with whom I speak-1. Rudeness; 2. Canned "We can't help you" answers. I actually got to a corporate owner last year and got them to review one of their draconian policies.
One thing I've learned in this business-NOBODY wants a bad reputation! One person can ruin so much. I've watched our amazing dealership spend more than they got out of a sale if an unforseen problem came up that could damage their standing in this very small RV world. I've watched an amazing service department drop everything for stranded strangers broken down and stressed out. I've seen a caring salesperson hug a customer who was going through an awful stretch of life-this salesperson considers every customer a new lifetime friend.
The trick is getting to the helpful person. If you don't get help, ask to speak with the individual who has the authority to make final decisions. Sometimes that is the first thing you should say. And when you get to that person, tell them how happy you are with their product and how much you brag about it with all your Facebook friends and on RV forums. Then share "this one issue" you are having and you would like their advice and help. If the top dog is rude and won't even give recommendations, then they do deserve to lose your business.
Business is ultimately one consumer interacting with just a very small number (usually one) of company representatives-and if that relationship does not go well, its a lose-lose outcome. Call Newmar again and take it up the ladder. If this gel coat was a manufacturing issue you can be sure they know about it! They may not compensate, but they do know who can fix it. My $0.02. :-)
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