One Manufacturer's Innovative Service Offer

A couple of months ago I wrote about the differences experienced between getting factory service compared to service at a local dealer.  I also made reference to Newmar’s factory service being offered to orphaned makes.  That is makes that were built by manufacturers that have either closed or ceased operations at this time.

Does this concept make sense?  Yes, I believe it does.  Many RV components are basically the same part, regardless of the make.  Items such as furnaces, hydronic heating systems, refrigerators, stoves, back up cameras, power seats, etc. are identical, as is their installation procedures.  Additionally, in principle, the entire units are built similar and designed to serve the same purpose.

Well, are there any takers?  Are Monaco‘s, Holiday Ramblers, Travel Supreme’s and the likes, turning up for service there?  In an effort to find that out, I travelled to the Newmar factory last month.  Upon arrival, on a Sunday afternoon, I observed a 2008 Holiday Rambler Navigator hooked up right in front of the service welcome center.  In the overflow camping area was a fairly new Travel Supreme, also all hooked up for the night.

Now, I realize that many owners of these other makes are probably not aware of Newmar’s innovative offer.  Apparently, that is also true for many Newmar owners, causing some curious looks at these, foreign to them, makes.  I could read their faces.  “What’s that Monaco doing here?  This is Camp Newmar.”

Later in the day, I had the opportunity of meeting Gene, owner of the beautiful looking H.R. Navigator coach.  He had been to this service facility some years ago when he had owned a Newmar.  He was thrilled to be able to bring his unit here as he was always impressed with the level of service he had received in the past.  His main issue was a problem with the Aqua Hot hydronic heating unit. 

On the Monday morning, at the usual six o’clock, the technicians arrived.  In a short time most of the coaches and trailers disappeared, as each were taken into various service bays.  I asked a couple of technicians how the servicing of the other makes was going.  Both were very positive about the program, adding that there were many technicians that in fact had worked at some of these other manufacturers.  They also said that those owners of the other makes, that had come there, seem pleased with the level of service they received.

It would appear this is a win-win situation.  Owners of units that are not supported by factory service at this time, have that benefit, and additional service increases the labor need which hopefully can support bringing back some of those laid off during the slowdown.

Now, understand, these other makes are paying for the services, regardless of their warranty status.  Their warranty died, or has become otherwise not available.  This offers a viable solution for those owners of these other brands that need professional help to resolve serious or repeating issues.  All with the speed and skill that is found with factory service.

Perhaps other RV makers like Tiffin, may offer similar services in future, thus servicing other areas in the country.  After all, Newmar’s Napanee, Indiana plant, is not necessarily a handy location if you live in Florida, Georgia or the Carolina’s.  But, for many it has been well worth the drive, and for now, it’s the only game in town.

So, hats off to Newmar.  These unusual times call for innovative measures, and industry support.  Like the development of the first flat floor slide, Newmar may again be the pioneer of what may become an industry trend.    

Well, that’s my view, what is yours?

With an Eye on Service    –     Lug_Nut    –     Peter Mercer