OPEN LETTER TO MIKE MITCHELL, CEO

[HBarlow]

Mike Mitchell, CEO
NuWa Industries
Chanute,KS

Dear Mike:

I’m away from home and don’t have a printer with my laptop to prepare and mail a proper letter so will send a quick note by email to express my appreciation.
      
Several months ago I began looking for a used late model middle to high end fifth wheel to replace my current one.  I was aware of NuWa products and their reputation for quality and durability so Hitchhikers and Snowbirds were on my list.  I talked with friends who own or have owned one and searched internet classified ads.  I quickly discovered that NuWa products hold their value.  Prices of used units were quite high.  This discovery led me to alter my plans and consider a new one instead.

As I began studying the various models, standard features, and optional equipment I found your company website and the NuWa owner’s forum to be very valuable.  Owner opinions of the various models and options assisted me in the process.  Being able to balance features, prices, weights, and owner’s opinions from the comfort of my home was extremely handy and beneficial. 

As I weighed the choices I made several phone calls to NuWa offices and was able to discuss features like standard, storm, or dual pane windows; air conditioners v. heat pumps; second ac units and Fantastic Vents; floor plans and cabinetry; upholstery fabrics and colors, and other options with knowledgeable and courteous NuWa staff members.  I also sent several questions via email.  Each time I contacted NuWa I received prompt and helpful replies from your dedicated staff.

After I decided on a model and options I used the dealer list on your website to contact dealers to discuss price.  I talked with several who were courteous and helpful and felt a little guilt that I could not buy from all of them.

After deciding on a dealer I visited the NuWa factory three times to take the factory tour.  During my first tour I had the surprising pleasure of sitting down over coffee to discuss features and obtain technical answers from Ed Cox.  I’m sure you know that Ed is an extremely valuable asset as an ambassador for your company.  He is the best!

While my order was pending I learned from the owner’s forum of several additional optional or custom features that I wanted to add to my trailer and after a second factory tour decided to change the color scheme.  Ed cheerfully and efficiently accommodated each of my change requests and Lori courteously helped me with the color change.  I know those last minute changes were annoying.

Last week as my new Hitchhiker neared completion I had the pleasure of visiting the factory once again.  Ed graciously escorted me to the factory floor and allowed me to spend an hour with my new unit before it was completed.  Several factory employees greeted me in a warm and friendly manner and talked about the trailer with me as I inspected it.  The following day, when my trailer was released, Ed Cox personally hooked up and delivered it 100 miles to my dealer.  That courtesy amazed me.  It is probably extremely rare in the RV industry!

I took delivery on Thursday, May 3rd.  My dealer, Bruce Sisson at Olathe Ford RV in Gardner, KS was as straightforward and sincere as an old friend.  Each of the options and special features I requested were installed, exactly as promised.  The attention to detail and overall quality of my Hitchhiker Discover America 32 LKTG is outstanding.  I look forward to many years of satisfied ownership.  If the long term ownership experience of a NuWa product is as pleasant as the selection, ordering, and delivery process was it will be a truly outstanding experience.

Please accept my warm and sincere thank you for a superior buying experience and for outstanding value in the product.  I will recommend your company, staff, and products to everyone I meet.

Sincerely,
Harvey

[mmitc100]

Thanks for the comments Harvey.  One of the best ways I know to get your complementary message to my staff and reinforce to them the importance of exceptional customer service and assistance is to post your comments on our website.   If I may have permission, I will let my IT manager decide whether we can post this much copy.  But if we can, I think it shares an important message to many people.  Thanks again for sharing your experiences.   MIKE

Mike Mitchell, CEO
NuWa Industries
Chanute,KS

Dear Mike:

I’m away from home and don’t have a printer with my laptop to prepare and mail a proper letter so will send a quick note by email to express my appreciation.
      
Several months ago I began looking for a used late model middle to high end fifth wheel to replace my current one.  I was aware of NuWa products and their reputation for quality and durability so Hitchhikers and Snowbirds were on my list.  I talked with friends who own or have owned one and searched internet classified ads.  I quickly discovered that NuWa products hold their value.  Prices of used units were quite high.  This discovery led me to alter my plans and consider a new one instead.

As I began studying the various models, standard features, and optional equipment I found your company website and the NuWa owner’s forum to be very valuable.  Owner opinions of the various models and options assisted me in the process.  Being able to balance features, prices, weights, and owner’s opinions from the comfort of my home was extremely handy and beneficial. 

As I weighed the choices I made several phone calls to NuWa offices and was able to discuss features like standard, storm, or dual pane windows; air conditioners v. heat pumps; second ac units and Fantastic Vents; floor plans and cabinetry; upholstery fabrics and colors, and other options with knowledgeable and courteous NuWa staff members.  I also sent several questions via email.  Each time I contacted NuWa I received prompt and helpful replies from your dedicated staff.

After I decided on a model and options I used the dealer list on your website to contact dealers to discuss price.  I talked with several who were courteous and helpful and felt a little guilt that I could not buy from all of them.

After deciding on a dealer I visited the NuWa factory three times to take the factory tour.  During my first tour I had the surprising pleasure of sitting down over coffee to discuss features and obtain technical answers from Ed Cox.  I’m sure you know that Ed is an extremely valuable asset as an ambassador for your company.  He is the best!

While my order was pending I learned from the owner’s forum of several additional optional or custom features that I wanted to add to my trailer and after a second factory tour decided to change the color scheme.  Ed cheerfully and efficiently accommodated each of my change requests and Lori courteously helped me with the color change.  I know those last minute changes were annoying.

Last week as my new Hitchhiker neared completion I had the pleasure of visiting the factory once again.  Ed graciously escorted me to the factory floor and allowed me to spend an hour with my new unit before it was completed.  Several factory employees greeted me in a warm and friendly manner and talked about the trailer with me as I inspected it.  The following day, when my trailer was released, Ed Cox personally hooked up and delivered it 100 miles to my dealer.  That courtesy amazed me.  It is probably extremely rare in the RV industry!

I took delivery on Thursday, May 3rd.  My dealer, Bruce Sisson at Olathe Ford RV in Gardner, KS was as straightforward and sincere as an old friend.  Each of the options and special features I requested were installed, exactly as promised.  The attention to detail and overall quality of my Hitchhiker Discover America 32 LKTG is outstanding.  I look forward to many years of satisfied ownership.  If the long term ownership experience of a NuWa product is as pleasant as the selection, ordering, and delivery process was it will be a truly outstanding experience.

Please accept my warm and sincere thank you for a superior buying experience and for outstanding value in the product.  I will recommend your company, staff, and products to everyone I meet.

Sincerely,
Harvey

[HBarlow]

Mike,

Of course, you may do whatever you wish with my letter.  You have my permission to put it on your website if considered appropriate.  I posted it as an open letter because I believe in the old adage, "praise publicly, criticize privately." 

Harvey

[Chief]

Mike  I just took delivery of a in stock 35LKRSB  from RVTown in Everett Wa. and although I did not go thru the special order process that Harvey did  I can not do anything but agree whole  heartedly with his sentiment.
Between the  treatment I recieved from RVTown and the quality of my CE   I made one of the better decisioins in my life.   



                                                                                                Along with Harvey   THANKS

                                                                                                       Chief

[mmitc100]

Thanks Chief.   I am going to ask my staff to make sure that RV Town is made aware of your feelings.  Matter of fact, if you will allow, I may try to post a testimonial from your previous positive comments about their service performance.   Let me know if OK.   MIKE

Mike  I just took delivery of a in stock 35LKRSB  from RVTown in Everett Wa. and although I did not go thru the special order process that Harvey did  I can not do anything but agree whole  heartedly with his sentiment.
Between the  treatment I recieved from RVTown and the quality of my CE   I made one of the better decisioins in my life.   



                                                                                                Along with Harvey   THANKS

                                                                                                       Chief

[Chief]

it is absolutely ok Mike    they are pretty good people  there    pretty much like  all the NUWA people I have  a chance to talk with



                                            Thanks  Chief

[bobr]

mike i just took delivery of my discover america 339rsb this past saturday from murrays in buda. it was an absolutely perfect experience as far as a major purchase is concerned. i would unhesitatingly recommend them to anyone. my unit was perfect and no problems have come up as yet. thanks for a great product and many thanks to matt wilkerson and the rest of the staff at murrays.  bob

[LoneGranger]

That's great, Bob.  Always feels good to hear about a great experience. 

Debbie