Community Forums

BCook57 · 07-20-2020, 07:58 AM

Does anyone have any tips for getting Dometic Retail Customer Service to actually answer a call? Over the past 10 days I have spent 2.5 hours on hold. Last time I made it to "first" in line, held that position for 30 minutes and was then disconnected.

I'm trying to find out how to buy a replacement remote for my awning. Dealer suggested it is fruitless to call Dometic.

I also tried email - took 4 days for an answer to a simple question regarding the model I have. I then replied and asked how to order, and have received nothing.

Thanks for any suggestions.

rk911 · 07-20-2020, 10:09 AM

Quote:

Originally Posted by BCook57

Does anyone have any tips for getting Dometic Retail Customer Service to actually answer a call? Over the past 10 days I have spent 2.5 hours on hold. Last time I made it to "first" in line, held that position for 30 minutes and was then disconnected.

I'm trying to find out how to buy a replacement remote for my awning. Dealer suggested it is fruitless to call Dometic.

I also tried email - took 4 days for an answer to a simple question regarding the model I have. I then replied and asked how to order, and have received nothing.

Thanks for any suggestions.

is this what you're looking for?
https://pantherrvproducts.com/dometi...e-control-kit/

BCook57 · 07-20-2020, 02:44 PM

Thanks for the suggestion, but no, that's not the unit I need.
I'm looking for the key fob remote that ships with the awning control hardware. I need it to be able to make a couple of adjustments, including turning off the wind monitor auto close feature; that can only be disabled with the remote that matches the specific control hardware on my awning.

I've found the replacement hardware, but it is about $350 for the entire package when all I need is the remote.

A1RVTraveler · 09-26-2020, 07:01 AM

Dometic Customer Service has been almost impossible to contact since the Covid situation. They don't return phone calls and very seldom answer emails. As an authorized service facility repairman, I have almost given up on the company.

I hope they can get their act together. It is very frustrating when they are not able to even assist their own dealers and service providers.

RRR · 09-26-2020, 10:22 AM

Personally I think that to many companies hide behind the COVID excuse. They likely had poor customer service before and now it is just a convenient excuses to mask their poor service.

Old-Biscuit · 09-26-2020, 10:40 AM

Quote:

Originally Posted by RRR

Personally I think that to many companies hide behind the COVID excuse. They likely had poor customer service before and now it is just a convenient excuses to mask their poor service.

Dometic Customer Service has never been good.....long before COVID

aeejbe · 09-26-2020, 11:05 AM

X-2 on the feelings about the shortcomings of Dometic "Customer Service"

Just a thought:
Have you tried searching on E-Bay for other possible sources?

https://www.ebay.com/sch/i.html?_fro...ntrol&_sacat=0

Roy-c · 09-26-2020, 01:00 PM

The words Dometic and " Customer Service " should not even be used in the same sentence.

klcdenver · 09-26-2020, 04:24 PM

Don't waste your time calling dometic. I finally got thru on the phone and it is only a clerk. They go down a list of questions on a checklist. If that doesn't work they say hold while they consult a technician. They does this by skyping the tech so it is a very long process to still not get an answer. Then they will tell you to take it to a dometic service center. You will get better answers here and on youtube.