Greetings,
For those who are prospective owners and are wondering about how Heartland supports their customers I would like to share my experience thus far.
Ive had to call Heartland twice regarding my newly purchased 2016 NT 33BKSS Caliber Edition and I've received nothing but the best customer service.
The first occasion involved missing BBQ grill from the dealer. I called the Southern California Heartland representative who was helping me when I was deciding between Heartland and Jayco trailers. He told me that my trailer absolutely came with the BBQ grill. He told me to call my dealer and file a warranty claim which will result in Heartland sending me a grill. To make a long story short I got the run around from my dealer for 4 weeks. The Internet sales manager finally agreed that the trailer should have come with the grill and he was going to find out what happened to it. I told him Heartland told me to simply file a claim but he suggested trying to find it was easier. After 4 weeks I finally asked again to file a claim. I was asked who from Heartland I was getting my information from and I gave the Heartland Reps name and number.
I quicky texted my rep and apologized for giving his number. His response, "That's fine I want you to be happy. I'll take care of them if they call me". Awesome! I told him that my family and I are very happy with the trailer and that this does not take away from it.
Second occasion involved my trailer brakes. Unfortunately after successfully towing my trailer home 200 miles from the dealer I started getting grounding error messages from my prodigy P2 controller. I towed another 20-30 miles to camp on two separate occasions and I kept losing my trailer brakes. I did all I could to eliminate potential root causes. Since I have two tow vehicles I bought an extra brake controller. I also turned in my old one under warranty and now have two P2s. The issue was observed on both tow vehicles so I knew that it was the trailer. I called Heartland and once again recieved the best service. They understood that there was no way I was going to drive 200 miles to my dealership. They checked around me and the closest authorized dealer was still ~70 miles away so they looked up a reputable trailer shop for me to call. Heartland told me that under the circumstances, they will waive any mobile support fees. I was stoked that they didnt want me to pull my trailer even though it's less than 10 miles from my house.
During the the conversation the attitude was never "are you sure it's the trailer?" It was "let's get you fixed up so you can pull safely". All Heartland asked was what was the issue and how can we fix it. I was offering all the information regarding what I've done to eliminate all the other possible causes for the brakes failing but it didn't seem like it was required.
Thank you Heartland! I am happy with my purchase even happier knowing that if any issues arise I can call and get help.
For those who are prospective owners and are wondering about how Heartland supports their customers I would like to share my experience thus far.
Ive had to call Heartland twice regarding my newly purchased 2016 NT 33BKSS Caliber Edition and I've received nothing but the best customer service.
The first occasion involved missing BBQ grill from the dealer. I called the Southern California Heartland representative who was helping me when I was deciding between Heartland and Jayco trailers. He told me that my trailer absolutely came with the BBQ grill. He told me to call my dealer and file a warranty claim which will result in Heartland sending me a grill. To make a long story short I got the run around from my dealer for 4 weeks. The Internet sales manager finally agreed that the trailer should have come with the grill and he was going to find out what happened to it. I told him Heartland told me to simply file a claim but he suggested trying to find it was easier. After 4 weeks I finally asked again to file a claim. I was asked who from Heartland I was getting my information from and I gave the Heartland Reps name and number.
I quicky texted my rep and apologized for giving his number. His response, "That's fine I want you to be happy. I'll take care of them if they call me". Awesome! I told him that my family and I are very happy with the trailer and that this does not take away from it.
Second occasion involved my trailer brakes. Unfortunately after successfully towing my trailer home 200 miles from the dealer I started getting grounding error messages from my prodigy P2 controller. I towed another 20-30 miles to camp on two separate occasions and I kept losing my trailer brakes. I did all I could to eliminate potential root causes. Since I have two tow vehicles I bought an extra brake controller. I also turned in my old one under warranty and now have two P2s. The issue was observed on both tow vehicles so I knew that it was the trailer. I called Heartland and once again recieved the best service. They understood that there was no way I was going to drive 200 miles to my dealership. They checked around me and the closest authorized dealer was still ~70 miles away so they looked up a reputable trailer shop for me to call. Heartland told me that under the circumstances, they will waive any mobile support fees. I was stoked that they didnt want me to pull my trailer even though it's less than 10 miles from my house.
During the the conversation the attitude was never "are you sure it's the trailer?" It was "let's get you fixed up so you can pull safely". All Heartland asked was what was the issue and how can we fix it. I was offering all the information regarding what I've done to eliminate all the other possible causes for the brakes failing but it didn't seem like it was required.
Thank you Heartland! I am happy with my purchase even happier knowing that if any issues arise I can call and get help.
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