I guess I'd have to say that I don't think you should judge the quality of a camper on how fast or how detailed the email reply. Some people aren't as comfortable with email as others?
kylekai wrote: I've been looking at both Outfitter and Hallmark truck campers closely, as they both seem like great campers and companies. However, for various reasons I prefer using email to the phone, and whenever I send email to Hallmark, I get an immediate reply, usually with detailed information. When I send Outfitter email, usually I get a reply, sometimes not.
For example, I recently asked Hallmark about bolting the camper to my truck. Matt at Hallmark (the owner?) replied with his recommendations and information on how they would accomplish the task. Becky (the secretary?) from Outfitter eventually replied with "yes we can do that."
Replying to email inquiries should be an important part of customer service, shouldn't it?
Customer service is important and each company has there own approach. Outfitter prefers to answer inquiries by telephone. If I have questions, I pick the communication medium that works best for getting the information I'm looking for. I have no problem using either one. I believe both companies have toll free numbers.
Good luck with your reaserch
2007 F-350 SRW 6.0L Auto CC SB 4X4
2006 Outfitter Apex 8, 220W Solar and 3 AGM's
Geewizard wrote: I guess I'd have to say that I don't think you should judge the quality of a camper on how fast or how detailed the email reply. Some people aren't as comfortable with email as others?
Actually I was judging the quality of customer support as it pertains to my preferred means of communication, which (for me) is an important aspect when purchasing a camper.
One of the reasons I prefer email to phone is because with email I have a written reply I can refer to later. That's a lot easier than trying to remember the details of a phone conversation.
Geewizard wrote: I guess I'd have to say that I don't think you should judge the quality of a camper on how fast or how detailed the email reply. Some people aren't as comfortable with email as others?
Actually I was judging the quality of customer support as it pertains to my preferred means of communication, which (for me) is an important aspect when purchasing a camper.
One of the reasons I prefer email to phone is because with email I have a written reply I can refer to later. That's a lot easier than trying to remember the details of a phone conversation.
Kyle,
I am by no means getting defensive here as I am sure you would be happy with either an Outfitter or Hallmark camper. But seriously, I think you are expecting way too much when it comes to using email to contact companies. I personally also prefer email messages to phone calls for a variety of reasons, however, I have found over several years of doing this that probably 50% of the companies I have emailed for information (clearly with an intent to purchase something), never ever respond (some with more than one attempt on my part). The truth is, some companies (especially smaller operations), may not be the emailing type (either sending or receiving). They may not even be computer savvy, so email is just not typically thought of or used very often. Then there are those companies that have a small staff that wears many hats, and often, all hands are cranking out whatever their product is, so checking and responding to email is well down the priority list.
On the other hand, some companies are really into email, and they respond promptly and comprehensively. I have to say that I am very pleased when this happens. However, I believe it's a mistake to solely judge a company's product or even their operation by their how they handle their email.
Nemo667 is correct ... since we have Outfitters, we are aware that Bob and Brian typically prefer phone calls for either camper inquiries or problems an owner may be having. That's just the reality of Outfitter's management and their preference. If you feel that because their preference for communication is at odds with yours, and that is of paramount importance to you, then maybe an Outfitter is not for you. But it would sure be a shame in my opinion to eliminate from contention, a well-made pop-up camper that you might potentially like more than another brand because of construction, materials, or options that you might otherwise prefer.
It's all of course your choice to make in the final analysis, but I thought I would at least provide some counterpoint thoughts here.
DonCurley wrote: However, I believe it's a mistake to solely judge a company's product or even their operation by their how they handle their email.
Don,
Thanks for your comments. Yes, to base a decision solely on how a company handles email would be a mistake, but it will influence my decision on which TC to purchase. That's because I plan on using email for support after the purchase as well.
When I was looking for my first TC, it was between a NorthStar and a SunLite. NorthStar replied to my email queries almost as well as Hallmark does. SunLite replies as well as Outfitter does. I bought the Northstar.
DonCurley wrote: However, I believe it's a mistake to solely judge a company's product or even their operation by their how they handle their email.
Don,
Thanks for your comments. Yes, to base a decision solely on how a company handles email would be a mistake, but it will influence my decision on which TC to purchase. That's because I plan on using email for support after the purchase as well.
When I was looking for my first TC, it was between a NorthStar and a SunLite. NorthStar replied to my email queries almost as well as Hallmark does. SunLite replies as well as Outfitter does. I bought the Northstar.
Kyle
OK Kyle ... fair enough. Since relying on email as your preferred method of communication is clearly that important to you, then you probably will be better off going with someone other than Outfitter. And just to clarify, it's not that Outfitter won't respond to email, it's honestly just a case of it not being their primary form of communication and customer support, and therefore you probably won't be happy with their level of responsiveness in that regard.
kylekai wrote: I've been looking at both Outfitter and Hallmark truck campers closely, as they both seem like great campers and companies. However, for various reasons I prefer using email to the phone, and whenever I send email to Hallmark, I get an immediate reply, usually with detailed information. When I send Outfitter email, usually I get a reply, sometimes not.
For example, I recently asked Hallmark about bolting the camper to my truck. Matt at Hallmark (the owner?) replied with his recommendations and information on how they would accomplish the task. Becky (the secretary?) from Outfitter eventually replied with "yes we can do that."
Replying to email inquiries should be an important part of customer service, shouldn't it?
That depends on the individual company. There are still companies (not necessarily TC makers) out there that have zero web presence and only minimal email capabilities. If you wish to receive the best response from a company it would seem natural to make use of the way THEY prefer you contact them. Bob is almost a Neanderthal when it comes to computers (as are many from his generation) and is much more comfortable with phones as they are an almost instantaneous exchange. His typing isn't exactly high speed so he will usually annotate his reply on a customer's email and then have Becky type it up and send it out. This can really slow the exchange down since he also has to (among other things) run the business, research/design the campers (and mods customers ask for) and deliver the finished units.
I have found that what works best with Outfitter is to send a detailed, yet succinct email (a simple check list can work well) outlining whatever it is you need (include a drawing if need be) and then follow it up with a phone call. That way Bob has something he can refer to during the conversation that can make your questions more easily understood. Then if need be send a follow up email with any applicable changes after the call, so Bob can pass it on to his production lead.
When comparing companies people tend to forget that even though they might be competing in the same area (larger/better equipped pop-ups in this case) they are not necessarily of the same size/capabilities. For example Northstar is a relatively large company (huge actually in comparison to Outfitter/hallmark) with probably as many people working in the office as Outfitter has in their whole operation. This allows Rex to be much more responsive to customers as he is relieved of the day-to-day mundane company operations. While they are both much smaller then Northstar, Outfitter is also the newer/smaller operation as compared to hallmark, since hallmark is the family business that Bob split off from to found Outfitter.
So it can basically come down to what is your priority. A speedy email exchange, with limited or no modifications allowed or a company that is willing to customize your camper EXACTLY the way YOU want it but prefers to do so by phone.
2007 F350,SC,LB,4x4,6.0/Auto,35" tires,16.5 Warn,Buckstop bumpers
2007 Outfitter Apex9.5,270W solar,SolarBoost2000e,2 H2K's,2KW inverter,2 20lb LP on slide out tray,4 Lifeline AGM bats,Tundra fridge
95 Bounder 28' ClassA sold
91 Jamboree 21' ClassC sold
I would just like to say that I too am happy to hear such great things about Outfitter because to be 100% honest, Just seeing the pics and reading the trip reports of DonCurley,Steve_in_29 and Whazoo says a lot to me about how these campers are built. Most of these trip reports are from areas less then 2 hours from me and have inspired me to follow in their wake.
I plan on purchasing a new TC within the next two years and Outfitter is right there at the top of my short list.
I also like that the factory is just a few hours away.
....I once had to deal with a custom kitchen cabinetmaker via some form of communication. It turned out to be squirrel-mail (not the electronic genre): a note was written and tucked into one particular squirrel's collar, that squirrel would deliver it to the deep-forest artisanal factory; 3 weeks later if I was lucky, I'd pick up the reply at a designated spot along the trail. No phone, certainly no e-mail
...anyhow, I agree with Steve. I'd just chill, and deal with whatever form of communication whatever particular supplier prefers to deal with. And thank your lucky stars it isn't solely via a rodent
silversand wrote: .I'd just chill, and deal with whatever form of communication whatever particular supplier prefers to deal with.
If I were a business owner, trying to sell a product to a customer, I think I'd try and cater to what the customer wants, not the other way around. That is unless of course I have more business and money than I need so I can pick and choose how to communicate to my customers.
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