No help from Dynamax service

[LewK]

2021 Isata 5 28ss explorer

This my second Dynamax first was a DX3 both purchased new.

I contacted Dynamax about an appointment to bring my coach to the factory for repair.

I explained that the firefly sensors were inoperative since new and I have worked with firefly without success and would provide emails with firefly documenting the dates attempted to resolve issues in the months following delivery.

Jamie informed me that the factory doesn’t do service only warranty and my coach was out of warranty.

His response was to direct me to two dealers who I contacted the first of which said they only work on units they sell and the second didn’t even know if they work on the firefly system, waiting for a call back from them.

The dealer I purchased from is 6 hours away and I haven’t had much luck with them either.

In my opinion this is unacceptable from a company that claims CUSTOMER SATISFACTION IS A PRIORITY.

I have performed multiple repairs on both of my Dynamax coaches without complaining and I am willing to take days and travel hundreds of miles just to get things working as they should have upon delivery and Dynamax is blowing me off.

Very disappointed buyer beware!

[Mr. Dan]

Maybe you should take it to their corporate offices. Maybe their office people can fix it.

[bclemens]

First off, thank you for being a two time owner.

I don't like telling anyone NO, any more than you like hearing it. I would not agree that you got no help from Dynamax, simply not the help in the way that you wanted it. With many dealers overwhelmed, we are trying to take as much on as we possibly can, but even we can't serve everyone. So we made the hard decision to focus on things a dealer may not be capable of and are in the warranty window.

I was not on the phone call, so I do not know the details of how much was passed on about working with Firefly to no avail, but if you came here, that is exactly who you would work with is Firefly. They are the experts at their system and through dealers have resolved many issues. They also come here and resolve issues directly.

If you'd like, I am happy to get you connected to Firefly directly as they have learned quite a bit (as we all have) in the last year or so.

When was the last time you spoke with Firefly on these sensors?

If possible would you like to take your rig to their facility for repair?

[LewK]

Brian thanks for the reply and yes it would be terrific if you could help me get some service from Firefly.
My last contact from Firefly was March 9th of 22 from Crystal Porter to which I replied that I had installed the new software and still not working I asked “what is the next step.”
Never heard back.

[vlamgat]

Firefly is going through a catharsis as it relates to their customer service. This results in a definitive prioritization of their resources. Crystal is just a messenger in the process and she generally is unable to get responses for diagnosis intensive question on coaches that are out of warranty.

I know they don't like being hard headed about this but they are so resource constrained that they have no alternative until someone like Brian can get the internal priority changed for a customer.

I have had an issue of uncommanded AC starts which do not cycle off without a power reset. They were helpful but every communication was punctuated by 3 or 4 months before I got a response to a symptom or a question. I did visit and they were helpful but Covid has made the type of software and network engineer that they need either unaffordable (competing with Lockheed Martin for example) or unwilling to move the Elkhart.

[NXR]

Which sensors are you having problems with? If the TruTank level sensors Entegra is ripping them out and installing the Garnet SeeLevel II sensors they used prior to the 2021 model year. They still display on the Firefly touchscreen.

See: https://www.irv2.com/forums/f278/tan...ra-588482.html

That link has the letter from Entegra attached.

As an aside, Entegra also switched from the Tecma Macerator toilet to the SaniMarin toilet in their 2021 model year and there were so many problems they switched back to Tecma. NIRVC stated that they told Entegra they would not accept any more coaches unless they put the Tecma toilets back in.

FWIW,

Ray

[bclemens]

Originally Posted by LewK

Brian thanks for the reply and yes it would be terrific if you could help me get some service from Firefly.
My last contact from Firefly was March 9th of 22 from Crystal Porter to which I replied that I had installed the new software and still not working I asked “what is the next step.”
Never heard back.

Please Private Message me your contact info. Phone and email. I will have someone reach out.