Marilyn and I would like to comment on our recent visit to your new location for warranty work:
To all New Horizons employees,
Marilyn and I picked up our new 39RLTSS Summit 5th wheel last September, 2007. Because of a family member’s illness, we picked up the unit as soon as it was finished rather than a planned pick up in October, 2007. Also, because of the family illness, we needed to return to San Antonio after only one day for orientation and unit checkout.
We experienced a minimum of problems with our new home but since we were to be in northeastern Oklahoma in June, 2008, we decided to come on up to Junction City to let New Horizons check out our unit for any needed warranty work. Mike was contacted in advance to schedule your service time and a list of concerns was E-mailed to him.
We arrived on June 17, and we were directed to a parking space near the service shop where we could get electricity and water. This was much appreciated since we are “Full Timers” and we could then be at home in the evening when service was not being conducted. Marianne showed us the customer lounge where we could stay during the day and use the wireless Internet connection.
On Wednesday June 18, Ray promptly began working on the items that we had identified as needing attention. Ray was very diligent, identifying the causes of problems we asked about and correcting them. He had an especially difficult time trouble shooting the wind sensor on the awning and ended up replacing the signal wire from the sensor to the awning controller. Ray recognized that we had a short time for work to be completed and he had our problems fixed by noon on Friday, June 20, in time for us to travel back to El Dorado, KS that afternoon.
Prior to our visit this year, we had incurred a charge for warranty work recommended by an appliance supplier. After incurring the charge for this work, the supplier refused to pay for their recommended work. New Horizons paid us for the un-reimbursed portion and also for work on the appliance that New Horizon authorized. We really appreciate New Horizons standing behind their warranty.
I would also like to recognize support above and beyond the normal. Marianne made sure that we received progress pictures while our unit was being manufactured last fall. As a result, we have a good visual record of how our unit was put together. On Wednesday, we experienced a problem with our Ford tow vehicle. We contacted Mike to tell him that we would be unavailable for the rest of that day while we had to be towed to a Ford garage in Manhattan. He recommended that we tow the truck to the Green Ford Dealer in Abilene. Green Ford serviced the vehicle in much less time and in my estimate, charged significantly less than another dealer could have. A nice side benefit was time to explore the historical sites in Abilene.
We are extremely pleased with our new 5th wheel and are confident that we have experienced fewer problems than other new owners of other RV manufacturer’s who we have talked to. We know we received better warranty work and saved both New Horizons and us time and money by bringing our new unit back to the factory for work.
Marilyn and I wish to thank New Horizons for all of the kind attention shown us on our recent visit.
George and Marilyn Hanks
July 17, 2008
New Horizons RV | 2401 Lacy Drive | Junction City, KS 66441 | 800.235.3140 or 785.238.7575 | Email us | Copyright © 2013