Ken Ullmer's help

[Diva]

We have sent a letter to Ken Ullmer, with a copy to Phil, but I just wanted to publicly express our appreciation to Ken, who has taken over for Mike Eenhuis as service and warranty manager.

We had a warranty issue relating to the replacement of our power awning; we didn't have the time to take the coach to Junction City for that and several other things that needed attention, so we went to the relatively new Beaudry service facility near where we winter in Phoenix (I know many have had issues with Beaudry, but we've always been satisfied -- but that's another story).

Without going into tedious detail about what the issues were and how they were handled at Beaudry, I'll just cut to the chase: Beaudry was unsuccessful in getting Dometic to cover the repairs under warranty, which we felt was wrong, but we paid for the repairs and retrieved our coach anyway. Since Dometic would not talk to us directly and the service manager at Beaudry was unhelpful, we contacted Ken at New Horizons and asked him if he could be of any help, at least in finding out who at Dometic we might be able to talk to to appeal their earlier denial.

New Horizons was not doing the repairs and had no obligation to intervene on our behalf and it would have been completely understandable if Ken had just said that there was nothing they could do since they were not providing the service. But he went out of his way to help us by talking to Dometic on our behalf and last week we received a check from Dometic to cover the cost of the replacement parts (labor wasn't covered, but we didn't expect it to be).

Since we are all quick to complain when things aren't to our liking, I just thought I'd take the time to offer praise where it is due -- we are much happier campers, indeed, with Ken's help.

Margaret Wright and Ian McKee