Is this typical?

[Neemer]

Over the weekend, I phoned the Dutch Star brand specialist at Newmar. It was not a roadside emergency, so I left a voicemail.

As they were opening for business this morning, I phoned FL in Gafney to make a service appointment and left a message.

As of right now, I have heard nothing back from either organization.

 

[Jim]

Over the weekend, I phoned the Dutch Star brand specialist at Newmar. It was not a roadside emergency, so I left a voicemail.

As they were opening for business this morning, I phoned FL in Gafney to make a service appointment and left a message.

As of right now, I have heard nothing back from either organization.

You would think they would be responding rather quickly, after all, that's not a cheep coach your calling about. But more and more I've found that service everywhere is on the decline. Take software support for example. When I owned my previous company, we had 3 support specialists that actually answered their phones and answered support questions immediately. Now, it's mostly done by email and they say to expect an answer within 24 business hours. That's not really much support.

Good luck!

 

[CaptainGizmo]

Is the title of your post is your question of “Is Newmar usually slow to respond? If so, I’ll tell you most of the time, YES; not only in returning calls, but also long waits on hold. And, in terms of email...ya might as well send it to the trash.

As for FL; I can’t answer. However, Spartan has been very good with responses.

If you looked here, you’ll see you’re not alone:

Alert - Newmar 24/7 Emergency Customer Service Line EPIC FAIL

Things have gone downhill at Newmar since the time I bought my coach in 2017. Obviously business has picked up for them, production is increased, all great things, but obviously they have not increased from the customer perspective customer service. People can't get timely responses by email...

rvforums.com

 

[Neal]

You're a new owner @Neemer and you deserve the top priority with support. If people such as yourself do not complain to the higher ups at Newmar that this system is broke they will think it's not broke. It's time for Newmar owners to make noise and get this problem fixed. It sounds like they need more than one person on call and also a better system to manage the callbacks. It is broke, it is something we pay for and expect to have and it's failing. Please make noise to get it resolved for those behind you getting new coaches.

 

[svoshop]

I called Newmar with a tech question. The lines were busy but the system offered to call me back when a rep was available. I was called back in around 40 minutes. This was yesterday 4/19

I would follow up. Maybe a voicemail glitch or something. Be the squeaky wheel.

 

[Neal]

I think it's the after hours on call system that's broke.

 

[Neemer]

Meanwhile, I’m sitting in the customer lounge of a local FL shop. They took me right in. Keeping fingers crossed for a more satisfactory resolution this time.

Gaffney called me back about two hours ago. The earliest they can get me in is 6 July. I took the appointment as a placeholder just in case.

I know I’m no spring chicken anymore, but these techs all look like they are 12 yr old. 12 yr olds with beards.

 

[Neemer]

Leak fixed.

I ran over a shredded belt on the way out of a fuel stop. It got caught on something around the tag and now my tag isn’t acting right. Going back to the shop tomorrow.

I’m not going to post any more of these foibles. I have a feeling this is my life for a while.

 

[Jim]

Leak fixed.

I ran over a shredded belt on the way out of a fuel stop. It got caught on something around the tag and now my tag isn’t acting right. Going back to the shop tomorrow.

I’m not going to post any more of these foibles. I have a feeling this is my life for a while.

So aside from a few minor issues, how are you liking your new coach? I know that's almost a rhetorical question, what's not to like, right?

 

[Neemer]

Jim, thanks for asking. It’s hard not to love this coach. I’m still going over it with a fine toothed comb and learning more about it each day. There is a ton of new information to take onboard and I have to remind myself often I’m not in a race here. Take it slow.

I have found several instances where the literature says something works a certain way, but it doesn’t. I suspect that’s in part due to adapting automobile tech to motorhomes. The omnivue 360 system is a case in point. The OEM and Newmar’s owners’ manuals are in agreement on how it works, but reality says differently.

One of my concerns with this coach was would it fit in the port I kept my Kountry Star under. The DS is considerably taller. After quite a few anxious moments, the answer is yes.