Customer Service

[Matt D]

I wanted to begin a topic regarding the subject of gaining timely service from our manufacturers.

Buried within another thread, I realized that some owners may not know just how to reach out to the manufacturer if the need arises.

Entegra
Email:
service@entegracoach.com
Parts@entegracoach.com

Customer Service:
(800)517-9137 follow the prompts 2-2
After hours:
(574)361-0034

Spartan
(800)543-4277
This is the daytime line and can connect you to the after hours help.

While I've used the email address service@entegracoach.com a few times, I'd say the vast majority of my calls are to the regular CS line (800)517-9137, timed as close to when they open as possible. When the chips are down, the Entegra After Hours gang gets my call (574)361-0034

There have been a few times I've tried to contact CS during the middle of their business day, resulting in longer hold times. Calling right after opening typically results in the very quickest response, most often immediate.

FYI, I have given the Entegra CS group a workout since we got our coach in August, and without fail they have risen to each occasion.

Dave at Spartan has been a great help when things went bad recently, in fact ultimately helping me reason out how to recover our coach without a tow.

In either case, have the last 8 digits of your VIN handy as that is how each department identifies exactly what is relevant to your specific coach.

If you are new to the RV world, I would encourage others to take a deep breath before dialing for help. Sit down and make a short list of issues you need help with. Prioritize things in order of need. Have something to write with, and on.

If you're broken down, don't confuse the conversation with irrelevant issues that don't impact your immediate concern. Try to remember that the person helping you is able to provide the very best, and quickest help if you keep your cool.

My experience with the entire group at Entegra, Spartan, and Cummins have been really top notch. While I can't say it's been a super easy four months, I can say I'm supremely confident in the support we have grown to trust.

My wife informs me that we received a sympathy card about my Dad signed by the fine folks at Entegra.. ..signed.

Joyce, PJ, Anthony, and all the other folks I've spoken with at EC are simply fantastic.

I hope this helps,

-Matt

[Ann n Gene]

Thanks Matt, great post that we all need to be reminded of once in a while.


2016 45 B Topaz Cornerstone
2014 MKT towed

[BurninDiesel]

Thank You Matt and condolences. Ralph

[DSL417]

Thanks, Matt...X4, and our condolences.

[Hayman]

Matt , Condolences once again and x5 and YES it's amazing how thoughtful, kind and considerate the CS group is when we have personal family issues and they find out and immediately reach out. We will always be grateful for their show of support when we lost our oldest grandson, Kyle last year.

[boni916]

I'm learning my way around this forum. I was wondering if anyone has the contact email for Thor RV or Damon Headquarters? I have to send them information about my coach and can't find it
Thanks

[Ann n Gene]

Check on the Thor or Damon forum, I think you will be much more likely to get a reply. Or google it to fond their web page.


2016 45 B Topaz Cornerstone
2014 MKT towed

[Woodchopper]

Originally Posted by boni916

I'm learning my way around this forum. I was wondering if anyone has the contact email for Thor RV or Damon Headquarters? I have to send them information about my coach and can't find it
Thanks

https://thormotorcoach.com/contact/

[Gary.Jones]

Very good suggestions, but even with your good suggestions, not everyone at Entegra is equally good at understanding, living up to what they promise, telling you things that are true and making things happen that they say they will make happen. Although my experience has been generally good.... there have been some doozies also in my experience which were complete screw-ups (and they weren't due to me or my information). So my point is that yes, they are generally good, but like all humans, some better than others and some more frequently right/good/correct than others. My worst experiences were with someone who is no longer there.

Gary

[hbatwell]

I have found Customer Service helpful, but not always forthcoming. We have had a number of issues that were handled as one offs, but I have found on this site that the same problem has been addressed multiple times with different solutions. I can site multiple examples where it seems that CS could use an off the shelf database for issue resolution.

[Ann n Gene]

I have always found customer service to be extremely helpful and caring. Some know more than others but all have tried to help and seek answers that they do not know. Just this week I called the emergency number with an Aqua hot problem. They spent over an hour with me trying several things before he got me help to get it fixed. JMHO


2016 45 B Topaz Cornerstone
2014 MKT towed

[bamaspiveys]

I have used them twice and they were great both times.

On the way home from Florida a few weeks back our generator would not start and was giving us a code of 33 which according to the manual is not a valid code.

I called CS and was put on hold, so I used my wife's phone to call ONAN CS. They answered and we started working the issue, in the mean time Entegra CS answered and my wife took the phone and started explaining the situation and told them I was on with Cummins. I told her to let them go and we would call back in if Cummins could not fix it. It was 12/31 and he told my wife, actually our office closed at noon and for some reason the phones did not swap over so if I let you go you will not be able to call back in. (It was 12:25pm BTW). He started stepping her through his process on the control panel while the Cummins guy had me outside opening the generator slide. They got to the real code and figured out the prime button had been held down too long. (we assume something in the cupholder was resting on the dash button)

Who says offers to stay and work something even though they are suppoed to be off work? Entegra CS does that's who!

The Cummins guy wanted to know how he figured it out because he had just stepped me through his process on the panel and we got nothing. He did not offer to help the Cummins guy and we ended both conversations and got on the road!