nüCamp revised — Purchasing from the Parts Department effective 1/1/2019

@NCNative - Please give nuCamp a call.  That is the kind of info they need to improve their customer service via the dealers.  

That's a good idea.  I am sure there aare a lot of T@bbers who agree! 

NCNative said:

Wow. This is a little unnerving. I purchased my T@B in Ohio and I live in the SF Bay Area. I am having trouble finding a local dealer that will help me with minor warranty issues...

I do not think you need to find a local dealer. If you need parts, I would reach out to some of the better dealers: Millers in Perkasie, PA, Hadocey, in Columbus, OH, Princess Craft, in Texas, the dealer in Vermont, etc...I am guessing many if not most will take a credit card over the phone and your order can be drop shipped. 

Just placed an order for a 400. I'm fortunate to have a dealer 30 minutes away. I'm concerned about dealer markup on parts. Is there a cap imposed by NuCamp? Will we be forced to do comparative shopping from a variety of dealers? I understand (but don't agree) why NuCamp is pursuing this path but the pricing should be uniform from coast to coast. In fact a pricing guide should be available online for customers to read, search and select from. I hope this new procedure doesn't become a headache for NuCamp. They're allowing their customer service reputation to be determined (even more so) by the dealer network. A leap of faith on their part. 

I bought my T@B from a private seller, not a dealer. When I called the dealer in Mesa, AZ (I live in Tucson) they said they can't/won't work with me (not even for parts) because I didn't buy my T@B from them. I'm assuming this change comes about because NuCamp has seen an increase in demand and have decided to focus more on production. However, due to the comments regarding dealer (non) support I've read on this string I'm afraid the demand will dwindle and we know what that means. Disappointing.

Dealers...Hmmmm....Car dealers, RV dealers, parts dealers....  My experience tells me they are a horse apiece.  I have car dealers I trust to work on my Jeep and, if I ever need it, trailer places that I'd take my T@G.  
Keep in mind that dealers are gravitationally attracted to the kaching and nothing has changed or will change about that.  In the seasonal business model, they will (rightfully) squeeze the biggest bang for the buck jobs in first.  Nothing new there.  They have a lot of employees and need to float the boat first or nobody gets anything.  I have never contacted my dealer for issues as I don't like the place.  I've purchased 2 trailers from him (LG5W and a T@GXL) but wouldn't take my rigs there for repairs.  Ya just gotta know the audience sometimes.  I have contacted the NuCamp folks once for parts after I took out my microwave and wanted to put in the cabinet door kit.  No problem with that.  
Most parts on my rig and the larger T@B/400 units are, after all, just RV standard stuff.  Switches, water spigots and the like are sitting on shelves all over the country.  No need to task the factory for something available online or in the local RV hawker.  For the custom stuff, that's another matter.  Windows, exterior trim etc are going to be more difficult to source locally, but that doesn't mean they can't be had.  I don't call the Jeep/FCA headquarters for parts for my Jeep.  The first stop is my local (sic) dealer.  
Sometimes (always?) sourcing parts, whether warranty or aftermarket, is a bit of a scavenger hunt.  I know for a fact that I have 2 trailer places locally that, while neither are NuCamp dealers, would be able to get parts for my trailer if I asked.  I recognize that there are warranty issues which need attention and occasionally, action by the manufacturer but also recognize my own culpability in the process.  I am responsible first, then the dealer, then the factory.  Even for things that angered me about my trailer as being obvious factory defects in design or build (tires rubbing on the body?  Not a small thing!), I got the first heat.  Rather than jumping up and down and running around in a circle, I just went ahead and fixed it.  
Occasionally, we run on to the frustration of needing something repaired or parts to do it and That won't change, ever.  The NuCamp factory is in a period of explosive growth and I can only but imagine the chaos that entails.  I suspect that things will calm down and get sorted out.  In the meantime, it's important to remember that even questionable dealers respond to the mother of all lubricants; money.  The customer, aware or not, has ultimate control over the entire process because, right or wrong, the customer is always the one with the money.  If your dealer is crappy, find a different dealer.  
I can't let the sleeping dog lie.  I must say that in the case of moderators here, I've met 2 of them and while we have not always seen eye to eye, I've no doubt about the altruistic nature of both.  I believe that they have only the best intentions of the group at heart and attacking them serves no purpose.  It's obvious to me that in the event of the need for communication between myself and the factory, they would serve as powerful allies.  They have the ear of the factory.  I do not, nor do I ever expect to.  Let's not "shoot the messenger" as the saying goes.  My mother used to say that: "the thing I was mad at was almost always not the thing I was mad about".  
As users, we must always keep in mind that we are responsible for the problems our devices invoke.  Whether the problem originated with us or not, we'll be the ones "taking it in the knees" for the solution.  I'm not afraid of sending my displeasure up the chain (tires rubbing on the body?  really?) as a way for the folks up there to get a good knee-capping once in awhile.  Sometimes, they deserve it.  But I NEVER sidestep my responsibility to ultimately be the one on the button to solve the problem.  Wherever the solution comes from, it's my responsibility as the owner to start the process and shepherd it through.  

Or as the Germans say:
Nimm alles was du willst,
Aber,
Ess alles was du nimmst....

(Take all you want
but
eat all that you take)

WilliamA

This is very unpleasant news.  Elsie was very knowledgeable about all things NuCamp.  Dealers sell many brands and may have only a passing familiarity with our trailers.  I doubt if many even have a "Parts Department" that stock the most common NuCamp parts.  I'll give it a try, but this may be NuCamp's first "Hold my beer and watch this" moment.

BigGrover said:

WilliamA 10 years ago I would be right there with you.  However, now that I am 70 yo and have two major disabilities I find that I must depend on others more and more and the things I used to be able to do easily have become somewhat more daunting.  All that being said, I find myself more dependent on the dealership.  This is our 7th camping trailer over the last 40 years.   As you said, many off the shelf parts are available at any RV shop.  However, the T@bs have some relatvrela unique parts, particularly window shade and screen related that Nucamp may be the only source.  It would be nice if Nucamp had a website with a list of these available for direct order.  On my other 400 I had to replace the doorlatch assembly, shade/screen latches and the interior window trim corner pieces..  Not available locally and my dealer is 199 miles away.

I would absolutely agree with you on pretty much all of those points.  Perhaps as NuCamp gets more acclimated to the bigger them, there will be a "storefront" on the website for common stuff.  I personally see that as a "must-have" for industry.  But it requires many steps from "problem" to "solution".  I suspect they will find their way.  As users, a bit of that knee-capping falls upon us as the inevitable debris from growth.  It remains to be seen "how" they will do all of that.  I'm willing to give them the benefit of the doubt....for now.  At the end of the day I am one of those consumers with the money and who gets the next helping is up to me....and them...

WilliamA

I just called my dealer. I was told they don't have a parts department. When I told them NuCamp referred me to them for the part, they said they'd have to have a service manager call me back. They called me back but had to call NuCamp for pricing and availability. Seems I could have done that too. What's the difference between me calling and the dealer? I feel there is room for price gouging by some dealers.

We have been fortunate to have had Elsie, Austin, Marvin & others take such good care of us.  I have called Elsie from a campground and she shipped parts to me the next day.  I recently travelled 560 miles to nuCamp for repairs and Austin took care of my T@B. 

I drove over 450 miles to purchase my T@B in Ohio after visiting 2 other dealerships fairly close by and not finding a knowledgeable salesperson.  My salesman in Ohio spent hours with me going through all the systems, hooking up, setting the brakes, making sure I had all the equipment I needed, and having me pull the camper all over their lot until I was comfortable (he also owned a T@B ).  Unfortunately, he is no longer there.  I have since been to 2 dealerships for maintenance - they had no clue about the Alde, winterizing, etc., so this move does concern me.

My hope is that this will improve the customer service from dealerships and force them to either step up or be weeded out.  My suggestions:

1. Choose a few centrally located dealerships, bring mechanics to the factory to train for a week or however long it takes, initiate a Certified Mechanic program and require them to return periodically to learn new systems, products, etc. 

 2.  Send questionnaires to customers who go to dealerships for repairs to get feedback.

3.  Invite these Certified Mechanics to nuCamp rallies to participate in the question/answer sessions.

I would rather make the drive to a nuCamp Certified Mechanic than to take a chance on a local mechanic who has never seen a T@B and could possibly do more harm than good.

Thanks to Elsie, Austin, nuCamp management and all involved for their integrity, customer service and for making the best campers in the world!  I am a proud T@B owner  

SharonK said:

1. Choose a few centrally located dealerships, bring mechanics to the factory to train for a week or however long it takes, initiate a Certified Mechanic program and require them to return periodically to learn new systems, products, etc. 

I would rather make the drive to a nuCamp Certified Mechanic than to take a chance on a local mechanic who has never seen a T@B and could possibly do more harm than good.

Thanks to Elsie, Austin, nuCamp management and all involved for their integrity, customer service and for making the best campers in the world!  I am a proud T@B owner  

1. They have been bringing more dealers into the factory and plan to continue bringing them in. They realize the need for partnership, and many of us have experienced that need.

2. I am so thankful for the work Austin and his team do on mt T@b, every year. I have no local dealers and the one where I bought my T@b does not have a good service department.The next closest will not serve me because I did not buy from them. 

I thi k nuCamp is doing a great job at handling growth. As Mike said, change I never easy, but nuCamp needs a more scalable option as they grow.

"when changes are made it is scary,"

Who likes changes?  

We just traded our tab 320 CSS last week and are now happy new owners of a tab 400 Boondock. 1st, our tab dealership is local and new to the Reno NV. area. 2nd, the walk thru was very precise and informative, and already having knowledge of many of the systems really helped us also. Thank you FORUM for that. Yesterday we ordered our first part (very minor) under warranty using NuCamp's new policy and it went very well. Our new dealership installed a few add on items on our 400  and did a great job. A number of the employees have been to the NuCamp factory and seem to be well versed on the Tab/Tag line. So, start to finish, thumbs up to Western Skies RV and NuCamp for great service and a fine product.    (Appreciate your enthusiasm @hobbithouse, but edited for inappropriate language.)

My Outback is the second camper I have owned made by NuCamp. The first one had no issues at all for the four years I owned it, a truly outstanding product. My Outback has had a couple of minor issues, and the dealer I bought this unit from was horrible to deal with and did the repairs improperly. Fortunately NuCamp came to the rescue and supported me when I had to take my camper to a RV repair shop ( they only do repairs and do not sell RV's) to have the repairs done properly. I bought a T@B because of the outstanding quality and the support I knew I could depend on. So far I have not been disappointed! But, I have vowed to never set foot on the lot of the dealer again and I meant it. Their service center was incompetent and they misled and overcharged me. So I have no dealer. I am (now was) in the process of trading my Outback with another dealer for a 400. I just cancelled the deal and think I will wait and see how this all plays out. I trust the small repair shop in Waynesboro but they are not a dealership so presumably could not order parts. Not willing to be at the mercy of any dealership based on my past experiences with them.

Being able to call them directly and get advise has been a great experience