Question Buying direct from PTL?

[TJ&LadyDi]

Has anyone purchased door parts directly from PTL engineering? Our locking hinged door check (the hinged door stop at the top of the door) broke today. It was too late to call either Newmar or PTL, so I checked ComNet2 and the PTL website and found the part. Newmar is askiing $286.37; PTL shows the same part (matching vendor #s) for $85.09. Big difference!

It looks like PTL will sell directly, but I can't be sure. Has anyone ordered directly from PTL? What was your experience?

TJ

 

[bobnjill410]

Well, ours broke, like yours in April. I made the mistake of ordering our hinge from Newmar. Yes, paying the enormous high price. Yes, I then learned the lesson you have already learned . Returned my hinge to Newmar paying the $60 return fee and ordered from PTL directly for $85. They shipped the new one to me and all is well. Lesson learned for us. Good luck
bobnjill

 

[NWIP]

@TJ&LadyDi I purchased exterior handle, plexiglass panel directly from PTL and no issues. Very good answering questions to make sure I got the right parts.

 

[TJ&LadyDi]

Thanks, folks; I appreciate the input. I will be on the phone to them in the morning. Hopefully, they ship quickly as I would like to get the door repaired ASAP.

TJ

 

[Neal]

Has anyone purchased door parts directly from PTL engineering? Our locking hinged door check (the hinged door stop at the top of the door) broke today. It was too late to call either Newmar or PTL, so I checked ComNet2 and the PTL website and found the part. Newmar is askiing $286.37; PTL shows the same part (matching vendor #s) for $85.09. Big difference!

It looks like PTL will sell directly, but I can't be sure. Has anyone ordered directly from PTL? What was your experience?

TJ

Yes, they are wonderful to deal with, I have only used email with them. Great customer service.

 

[TJ&LadyDi]

Yes, they are wonderful to deal with, I have only used email with them. Great customer service.

Good to know,@Neal. I'll be calling in the morning to see how fast they can get the replacement part here.

The fact that the original broke doesn't cause us much of a problem, except that if the wind catches the door when we open it, there is the possibility of it swinging all the way around and hitting the mirror. That would not be good.

In looking at the broken part, the hinge pins on the mounting plates are not very robust. That's what broke; the pin pulled out of the plate. I may buy a spare just because of what I see as a potential problem area.

TJ

 

[Neal]

Sadly I think that is a common failure item. I bet they'll send you a replacement no charge.

 

[jmltech]

It looks like PTL will sell directly, but I can't be sure. Has anyone ordered directly from PTL? What was your experience?

when I had my class C, I sent them a picture of a part I needed for our vent fan. They did all the legwork and found a replacement part for me. Haven’t needed them since, but I won’t hesitate to buy from them again. This was for a no-name vent they had made for winnebago at the time.

 

[TJ&LadyDi]

Called PTL just now...and, got a recording saying they were "closed for the week, beginning June 29. We will re-open on July 6." So, I guess we'll just have to be careful with the door for a while longer. I'm certainly not going to pay the inflated Newmar price for that part.

TJ

 

[OkieRed]

Last November I contacted PTL to order that hinge for my 2018 King Aire. I talked to Noell Daoust, [email protected], 810-664-2310. She was really knowledgeable and helpful. She asked me to send her a photo of the failed hinge. When she saw that it had failed at the hinge point (pin pulled out of flat iron) she said they would send me a new hinge at no-charge. It's my impression they know that hinge was weak so they are making it right. As a temporary fix, I took the old hinge off of the door, put the pin back through the hole it is supposed to be in and used a punch and hammer to kind of flatten out the pin to keep it in place. This worked until I got the new hinge and installed it. Good luck!

Sjs

 

[TJ&LadyDi]

Last November I contacted PTL to order that hinge for my 2018 King Aire. I talked to Noell Daoust, [email protected], 810-664-2310. She was really knowledgeable and helpful. She asked me to send her a photo of the failed hinge. When she saw that it had failed at the hinge point (pin pulled out of flat iron) she said they would send me a new hinge at no-charge. It's my impression they know that hinge was weak so they are making it right. As a temporary fix, I took the old hinge off of the door, put the pin back through the hole it is supposed to be in and used a punch and hammer to kind of flatten out the pin to keep it in place. This worked until I got the new hinge and installed it. Good luck!

Sjs

Thanks, @OkieRed; that's helpful information. Mine failed at the hinge point too; on both ends! When it popped loose on the door side, the pin went somewhere and I haven't been able to find it. As I tried to fold the arm back in, the other hinge-point rivet popped loose and I was able to capture it. I will be calling PTL when they re-open on Monday.

Currently, I have a soft piece of foam pool noodle taped to the mirror arm in case the door gets away from me when I open it. That will, at least, prevent paint damage to the door.

TJ

 

[Old-RV'er]

All - That part is a common point of failure. Get some suspension grease, and put on the post and spring assembly every six months or so, that will keep it from rusting, and allow it to last longer. PTL made the whole door assembly, they are great to work with, and have the best prices on the door parts.

 

[TJ&LadyDi]

Well, so far, my interaction with PTL has been less-than-stellar. I called this morning and was told that they have a "new procedure" and that I needed to fill out a form that he would e-mail me. No orders would be taken over the phone.

I told him that the hinge pins had failed on a 2-year-old unit and he still quoted me $85.09 for the part + shipping. He said the part could "probably ship by the end of the week."

"End of the week?" How about today or tomorrow? He didn't think so, but said that when it did ship, he could have it sent via FedEx "2nd Day" if I wanted to pay the extra charge.

When the form arrived in the e-mail, it was in...wait for it...Microsoft Word format. Now, I primarily use an iPad on the road and MS Word is not available. So, I opened and copied it, pasted the form into a reply to his e-mail, filled it out and requested an-e-mail confirmation that he had received it and the order would be placed. Two hours later, no reply.

Not what I call great customer service to this point.

TJ

 

[Neal]

Sorry to hear that! Certainly not the experiences I've had with them. I hope the situation improves drastically and quickly for you.

 

[TJ&LadyDi]

Well, here's a follow-up.

After waiting 4+ hours for a requested confirmation that my e-mailed "form" was received and was acceptable (since I had to copy-and-paste the text into an e-mail), I called PTL again. "Jason" was not available, I was told but the woman who answered asked if she could answer any questions.

So, I explained the reason for my call and was told that she had seen my e-mail and that it was "OK." She also said that since they were closed for the 4th of July week, they were "running behind" and my part probably wouldn't ship this week. I explained my circumstances and asked if there was a way to expedite the order and/or have it sent FexEx 2nd day. "That won't happen," I was told. She did offer to add a note to my order that I would only be at my current address for about 10 days. What I found interesting was her comment that another reason they were "running behind" as one of their customer service staff abruptly quit, as did one of their parts staff. It sounds to me like there is some upheaval going on at PTL.

I probably should have let sleeping dogs lie, but I politely expressed my frustration with the order process and was told "well, you are free to buy the part through a dealer, we only sell parts as a service to customers." We left it it that!

Hopefully, others will have a better experience with PTL than I have to date.

TJ