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Old 09-10-2019, 04:31 PM   #1
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1999 28' Excella
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What is your experience with Out of Doors Mart service department

I have loved the parts department of Out of Doors Market. We have gotten great service and the parts we needed. We are in NC and have been for a few months. They just installed our new stove which is wonderful. Now what is not wonderful..we asked for an evaluation on our AC. It only works on high. Well it is the thermostat..no it is not. It is our second with the same settings not working. On to the electric hot water heater. It only gets hot after about 4-5 hours. It works..no it does not. I asked the service manager today and was told go find another service department after a very short conversation. No customer service to speak of. Yes I got the inspection cost refund of $29.50 but so rude. He could have done better to as what can we do for you. No, go to another service department. He is way beyond rude.
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Old 09-10-2019, 07:03 PM   #2
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My experience was quite different. They bent over backwards to help me out. Due to 2 surgeries this spring, they stored my coach for 2 months free and were very nice about it. Repairs made without any real issues. I would use them again.

Sorry about your experience .

Al
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Old 09-10-2019, 07:38 PM   #3
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They have been nothing but awesome to me. I have had great service from there parts dept.
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Old 09-10-2019, 08:19 PM   #4
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They did a fantastic job of replacing the right rear lower curved panel on my Safari 25 in 2015.

It sounds like they may not be proficient at diagnosing problems inside appliances. Regarding your water heater, is that the original one, or a replacement with a mixing valve? The original heater on electric should give you hot water in about an hour. If you have a mixing valve heater, it may need adjustment. A simple measurement with a clamp-on ammeter should tell you whether your electric heater element is working properly. It should be drawing about 12 amps.

Is the thermostat wall mounted or in the air conditioner itself. If you have a Comfort Control wall mounted thermostat, they connect to the AC unit with a cable much like a modular telephone cord. Corrosion on the end inside the AC unit has caused problems. You can look into this by dropping the cover of the inside unit. It is four screws. You should be able to see the cable with the modular plug. Pull it out and make sure is is clean. Rub the contacts with a pencil eraser or a Q-tip with alcohol. When you put it back together, reset the thermostat. The procedure is in the manual for it that was once with the trailer but may have gotten lost.

The procedure for the 5-button thermostat is:
16. SYSTEM RESET
a. Turn the ON/OFF switch to “OFF” position.
b. Simultaneously depress and hold the MODE and ZONE
push-buttons while turning the ON/OFF switch to “ON”.
FF should appear in the LCD display until the MODE
and ZONE push-buttons are released.


Good Luck,

Al
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Old 09-10-2019, 08:32 PM   #5
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There probably is no real way to "evaluate" those two problems. Both sound like some sort of board or wiring problem. The usual method of evaluation is to simply replace with a new unit and make sure that it is wired correctly. They might be doing you a favor by not running up a lot of shop time on a task that might not be productive.
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Old 09-11-2019, 06:16 AM   #6
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Maybe he was having a bad day. Always love the parts department's help.
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Old 09-11-2019, 06:28 AM   #7
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FYI plenty of earlier ODM threads and comments pro and con:

https://www.google.com/search?q=Out+...com&gws_rd=ssl

http://www.airforums.com/forums/f42/...op-173510.html
http://www.airforums.com/forums/f348...ce-184490.html
http://www.airforums.com/forums/f483...nc-184073.html

FYI/FWIW
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Old 09-11-2019, 09:52 AM   #8
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Over the past several years, we’ve had consistently great service from ODM. I especially like being able to make an appointment and wait on the Airstream. Jeff and his team are always very pleasant and accommodating.
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Old 09-11-2019, 10:49 AM   #9
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Quote:
Originally Posted by Al U. Minium View Post
My experience was quite different. They bent over backwards to help me out. Due to 2 surgeries this spring, they stored my coach for 2 months free and were very nice about it. Repairs made without any real issues. I would use them again.

Sorry about your experience .

Al
We live in NC, too, and have experienced nothing but exemplary service from Out-Of-Doors-Mart! We have bought numerous parts, and even a new door and cabinet front, (used AS and needed these replaced)
and the parts have always been correct and shipped promptly. Hate that your experience was so different.
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Old 09-11-2019, 10:12 PM   #10
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Bluffton , South Carolina
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Have used Out-Of-Doors-Mart service Dept twice and received Excellent service both times. Good people from my experiences.
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Old 09-12-2019, 05:59 PM   #11
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Durham , North Carolina
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We bought from Airstream of VA and had a terrible experience. Since we live in NC, we have had service at OODM twice and had excellent experiences both times.
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Old 09-12-2019, 07:44 PM   #12
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We bought our 30' Classic from them and had a great experience. People are always very eager to help.
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Old 09-13-2019, 10:45 AM   #13
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It has been a weird summer — awhile back we had an OP post about a bad experience with Colonial and now a similar post about Out of Doors Mart. Both companies have enjoyed superb reputations through my tenure on the Forums.

I guess on a given day any interaction can go awry and I’ll bet it is mostly due to poor communications. Still, these types of posts always catch my eye as, in my opinion, there are only a handful of really decent AS service departments out there...
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