How is Warranty Service Handled?

If I buy from a dealer, can I come to the factory for service?

Sure, any NuWa customer is welcome at the factory for service or parts assistance, or just to get questions answered.  Remember though that an appointment is strongly suggested for factory service.
We plan to expand our parts display for customers who visit the factory.


If I buy from the factory, can I get warranty service from my local dealer?

Hopefully your local dealer will honor your request for warranty and/or service, but NuWa cannot guarantee this.  A dealer is an independent business that has the right to make his own decisions concerning how he provides warranty to customers who are not "his own".   NuWa asks that all NuWa dealers provide warranty and service assistance to any HitchHiker customer, regardless of where the trailer was purchased.  Despite our belief this is smart business, we cannot mandate the policies of a dealership.  

If a NuWa dealer chooses to deny warranty service to any customer, NuWa will work with the customer to locate an independent service provider to do the warranty work.  Of course, we will provide service at the factory, and we will also provide parts to the customer who is capable of doing the work himself.  

We strongly advise those that are fortunate to have local dealer factory outlets nearby, do their best to give the local dealer their business.  This is the best way to ensure local service.  


If I have no nearby dealer, how do I get warranty service?

This is really not much different than the way we have conducted business for the past 35+ years.  We often have customers with warranty needs, who are not near NuWa or one of its dealer factory outlets.  NuWa is comfortable working with customers directly, or with independent service centers.  The customer typically has an idea of who he would like to do the warranty work, and NuWa usually will agree.  With the input of customers, NuWa will expand its list of "approved" service centers, who have demonstrated their ability to do reliable service work at reasonable costs.  NuWa has never ignored its reasonable obligation to customers to provide warranty support and to involve component suppliers, when appropriate.  


Will NuWa pay my costs to bring my trailer to the factory for service?  

The answer to this question is almost always no.  NuWa's warranty policy does not cover transportation or expenses.  We often feel it is a wise decision for a customer to bring the unit to the factory, so major service can be done with the utmost of reliability.  We understand this is not always feasible, and thus NuWa works with customers for the optimum result.  But bringing a trailer to the factory for warranty service is the responsibility of the customer.  NuWa will do its best to complete work in a timely and reliable manner and put the unit back into the hands of the customer as quickly as possible. 

This question is also available for viewing online at http://www.nuwa.com/faqs/questions/51/