Updated Phone Tree for Better Service

[Jason Essary]

We've recently updated our phone tree to help you reach the right department more quickly and efficiently. As our team continues to grow, each member is dedicated to a specific department and may not be able to assist with issues outside their area.

To receive the best service possible, please select the correct department when calling:

📞 Department Directory

• #1 Sales: For purchasing information, product availability, pricing, and other sales-related inquiries.
  This department is dedicated to sales matters only and cannot assist with support, service, parts, recall, or warranty questions.

• #2 Customer Phone Support: For all general questions, external inquiries, or phone-based technical assistance.
  If we are unable to answer immediately or you experience long hold times, please leave a detailed voicemail with your name, phone number, and reason for calling. We will return your call as soon as possible.

  Please do not contact other departments to bypass wait times. All team members are instructed to redirect unrelated inquiries back to the appropriate department. This allows us to maintain efficient, accurate service for every customer.

  • Tech Support calls are routed directly to our primary Tech Specialist, Mike Sharpe, and will ring his line for up to 9 times.
    If Mike is unavailable, the call will automatically transfer to Jason Balentine, and ring him for up to 9 more times.
    If both team members are assisting other customers or unavailable, the system will send the call to voicemail.
    Please leave a message, which will be sent to both Mike and Jason and also create a support ticket in our system to ensure follow-up.

• #3 Service: For scheduling appointments or checking the status of existing repairs.

• #4 Parts: For ordering replacement parts (not including warranty items).

  • Service & Parts Routing:
    Calls for Service and Parts first ring Jason Balentine (6 times), then transfer to Mike Sharpe (6 times).
    If both are unavailable, the system will route to voicemail.
    As with Tech Support, voicemails are sent to both Jason and Mike and generate a ticket in our system for tracking and follow-up.

Important Note:
Please do not contact other departments to bypass wait times. As explained above it will only create duplication and take us longer to get back in touch with you and we may not have all information if you leave multiple voicemails in different departments.

⏰ After-Hours Calls

If you reach us after business hours, all department lines will go directly to voicemail. Please leave a message, and the appropriate team will return your call on the next business day.

👥 Staffing Updates

We are actively working to expand our team and onboard an additional member to assist with phone support. We appreciate your patience and understanding as we continue to grow and improve our service.

Thank you for helping us serve you better by choosing the appropriate department.

 

• Warranty:

  • Contact Customer Support for external warranty questions, claims or assistance scheduling an appointment externally.

  • Contact Service to schedule a warranty-related appointment with our in-house shop.

• Recalls:

  • Our Quality department handles all recall questions and concerns. 

    • Our Tech Support person is not authorized to assist with recalls as it is considered a safety issue and must go through our quality division. This information is also NOT in our tech support ticketing system

    • Service can only schedule you an appointment with our in-house service department

    • For all other recall inquiries please reach out to OTTwarranty@olivertraveltrailers.com

      • We are working on getting a dedicated phone line for recalls. This line will NOT be shared with Service or Phone Support.