Resolved Newmar doesn't care about New Aire owners with only mid baths?

[MarkMaxPayne]

I've been trying to get a couple of SilverLeaf issues resolved regarding my lights and my shades on my 2023 Newmar New Aire. Long story short the main SilverLeaf panel acts like it only knows about floorplans with rear bathrooms and mid coach toilet stalls.

After calling Newmar (who had me call SilverLeaf) I worked out a couple of issues (which I've shared on this forum). However, after months of back and forth I still had the issue with the panel (and the System Control mobile app) not displaying the correct controls for the mid bath. I took my vehicle into Bish's for warranty work and brought the issue up to them. On my ticket, Newmar's response to Bish's service techs was (I've shortened): “…talked to Aaron from engineering and said that this was a one year thing as most customers complained about this issue. He also said that 90 percent of the coaches during this year had rear baths or two bathrooms. There is nothing they can do”.

So, is Newmar’s response that the only floor plan that the SilverLeaf is set up properly for light and shade controls is the New Aire 3547 as it is the only New Air floor plan with a mid bathroom stall and rear full bathroom? The other 3 floorplans (3543, 3545, and 3549) are all mid bathroom only floorplans (no rear bath as the bedroom is in the rear). Is he claiming 90% of the New Aires that made and sold in 2023 were of this 3547 dual bath floor plan? I’m also scratching my head if only 10% bought the other floor plans, like myself, then how does that mean “most customers complained about this issue.”

I must say that I am very disappointed with Newmar’s response. This doesn’t align with “When you know the difference” motto. To have to click on your back bedroom to interact with the mid bath’s lights and shades doesn’t make any sense. To click on the mid bath on the SilverLeaf control and have controls pop up that do nothing makes no sense. Is Newmar ignoring the New Aire line of coaches (with the exception of the 3547) and trying to save time and money by reusing configurations for their other larger coach models that do have mid stalls and rear full baths? For being part of their “luxury lineup” I am quite disappointed in their lack of caring about the customer experience.

Best,
-Mark

 

[Neal]

That's just wrong. Maybe run it up the chain at Newmar? Your layout in SilverLeaf should be precisely for your coach floorplan. If you go to a Newmar event, it may be a good way to make higher ups aware.

 

[Texas Clodhopper]

That's just wrong. Maybe run it up the chain at Newmar? Your layout in SilverLeaf should be precisely for your coach floorplan. If you go to a Newmar event, it may be a good way to make higher ups aware.

Should you be in the area, the Newmar International Rally is in Pueblo, CO, July 26 - Aug 3. All the brass will be there.

 

[MarkMaxPayne]

Unfortunately, I still work full-time and am unable to make that trip this year as by RV travel-time is already committed for in 2024. I would think this would be something all other New Aire owners would be up in arms about. I have begun the escalation with Newmar support; awaiting their response. That said, sometimes a personal physical old-school letter to a CEO and Chairman of the Board of Directors is warranted. I am trying to give their staff, middle managers, and senior leaders a chance to do the right thing by their New Aire customers, before I go there though.

Telling a customer -- "yeah, our fault, but so sad, too bad" (I'm paraphrasing) isn't how to delight customers.

I ran into a similar issue with my prior Tiffin's Spyder system on the first model year for one of their new rigs. Both Tiffin and Firefly bent over backwards to ensure the software configuration issue was fixed for the floorplan. When you replace switches with these software controlled multiplex systems, they just need to work...

Any other New Aire owners out here going to the Rally?

Best,
-Mark

 

[Texas Clodhopper]

Do you know if this problem is only applicable to the 2023 models?

 

[MarkMaxPayne]

Do you know if this problem is only applicable to the 2023 models?

Unfortunately, I do not know. I was hoping others with New Aires would respond, sharing their coach years, models, and their own experience with the SilverLeaf light and shade screens so I could build a table to track.

Best,
-Mark

 

[Stuart W]

Incase you don’t already have his contact.

 

[Roadglide117]

It appears that their just lazy to get their IT to develop the software for each layout.

 

[MarkMaxPayne]

Update: 2 steps forward; one step back.

Long story short Newmar did reach out to me to say they now had a fix that only the dealer could install as they wouldn't send them to me even though I own an OmniScope and am a computer software professional. My first appointment with the dealer was a fail (they couldn't download the files), but my second visit they installed the update with lots of tech support from SilverLeaf.

Good news: The erroneous STL* light and shade buttons for a 2nd bathroom that doesn't exist are now gone.

Bad news: The home screen of my all electric coach now thinks I have a propane tank. I still have to select the back closet to get bath controls to pop up. Now a handful of my living room light and shade buttons don't work on one screen, but the same works on another screen.

At this point I think I am just going to have to schedule an appointment with SilverLeaf directly, drive to Albany, OR and be there in person with their techs in their parking lot...

Best,
-Mark

 

[MarkMaxPayne]

FINALLY SOLVED!
Joshua at SilverLeaf is a legend!

After sending him a video of the issue and a copy of my latest config file after my 2nd Bish's repair trip in 2 weeks for this long-term back and forth new coach issue, he sent me a new firmware update and config file. I installed them with my OmniScope today and voilà!

Picking areas of the coach from the floorplan now displays the correct light and shade buttons for the area sellected! Yay! And I no longer have to click the back closet to get my mid-bath-only controls to show up; they show up when I click on the mid bath now!

Here is an updated video: https://1drv.ms/v/s!AufIxZloqpyXleEK1rsscJIE92FS7g

This all started with warranty issues after first picking up the new coach with SilverLeaf, myRozie, and the SystemControl mobile app just not showing and doing the right things for my 2023 New Aire 3543 coach. After repeated updates, visits to the dealer service center, comms with Newmar support and SilverLeaf support I was at witts end over a year later. My coaches mid bath light and shade controls would only show up if I selected the rear closet on the floorplan. Selecting the actual mid-coach bathroom would pop up a variety of STL* controls that did nothing. It was as though Newmar had installed and configured my coach as though it were a 45' coach with two bathrooms, only one vs 2 inverter/chargers, and other mistakes. It even got to the point where one of Newmar's responses was akin to "we know about this issue; it was a one year only thing; no fix available; too bad so sad" until I doubled down and kept reaching out to them. Later, they then claimed to have an update, refused to send it to me as they would only send it to Bish's, and after 2 more visits I was one step forward and two steps back with other config issues (what do you mean I now have a propane tank on my main display? Oh, and the buttons are still all in the wrong place.).

I was finally to a point of scheduling a trip to see if I could park in SilverLeaf's parking lot with my rig so they could see the issues they were trying to fix by brail first hand. SilverLeaf support (Joshua specically) jumped in on my email thread and had me a fix attached in a repsonse email in just a couple of days.

Thanks again to Joshua at SilverLeaf. He is indeed LEGEND!

Best,
-Mark