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Old 11-09-2019, 05:47 AM   #1
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Join Date: May 2016
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Amazing experience at the mothership

I just returned fro Middlebury after receiving my 2 year AIR. I had a small list of things including four self caused items. 1.) I had caused damage to the bed frame (no, it's wasn't that !) 2.) Badly scratched the stairs. 3.) Broke the DW remote and the fresh water inlet valve. Don't ask.....

One of the items on the list was my front most awning. It was hanging up while operating. After they inspected it they came to the conclusion that the lags which bolt it down to the roof had never seated properly. The mount had lifted off the roof causing water to seep in and rot the substrate. The fix? they have to remove the entire roof panel, replace the substrate reinstall the roof and remount everything. Not an easy job and will take two weeks to complete. She goes back in a few weeks. I am so grateful for their attention to detail and thorough diagnosis. I'm confident they could easily have found a bandaid fix and been done with it, but they did not. Kudos to their honest and integrity!

But more to the point, is how they handled resolving the issues which I caused, the steps, bed, dw remote and water inlet. I had badly scratched the middle riser, nose of the top step and the face of the passenger foot rest which covers the steps. They replaced the face of foot rest and buffed out the remaining scratches. The scratches were deep too, caused when I removed the seats for repacking a while back. The bed frame was repaired, water inlet and dw remote replaced. Here's the kicker. Jeremy Mapes, my service writer, refused to charge me. WOW, just wow!.

What can I say? This level of service goes beyond any expectation I had. I am so thankful for Entegra, Joyce and the entire staff. They fixed everything else on my list, including drafty cold windows that had huge gaps around the perimeter, and about 15 other items which were uncovered during their inspection. Who else does this?

Entegra owner for life here!
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Old 11-09-2019, 06:35 AM   #2
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Join Date: Feb 2013
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Glad you had a successful visit, discounting the awning/roof issue!
We had a similar experience last year, to the extent that the "Cornerstone" rock-guard and exhaust tip were replaced under a TSB with no subsequent charge.

Safe travels!
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Old 11-09-2019, 08:15 AM   #3
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Glad to hear..... that is essentially the way that it was in two previous visits and nice to hear that it continues. My 2 year is this coming spring, and hope to have the same experience (without the roof damage - but I had that 2 years ago and they did an amazing job of getting it all repaired).

Nice to hear...

Gary
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