Buyer beware when buying an Awning

[WMRussell]

Here is a little history.

Went to NEC show last year and ordered new caravan, had to get new awning as well due to size of new van.

Went to very well know awning dealer at the show and enquired about a Trio as that was what we currently had, was steered away from Trio and onto Pyramid. Eventually after much to and fro ordered a Pyramid. Early this year arranged for awning to be delivered when we took delivery of new van.

Awning arrived two days latter, minus poles, this was imediatley reported and we were accused of actually having the poles and just wanting a second set as spares!!!!!!!!! Much debate and the so called experts eventually agreed to send out new set of poles. Poles arrived, some damaged and some looking like they were second hand. More phone calls and a full set of new ones eventually arrives, has now taken two weeks to get full awning and annex. First trip away put up awning only to find that the annex does not fit, awning annex has a zip some three inches longer than awning and this results in water being able to poor in!!! Back to main awning and find a three inch section of seam is not sewn together as a result there is another hole for rain to come in. Got back off break and aagain contacted supplier to be told it was nothing to do with them but Pyramids problem.No such thing as items not being fit for sale, just requires a warranty claim via Pyramid. Many more phone calls during which I was sworn at, called a liar, called a thief, refused a refund and had lots of abuse and lots of problems. General manager told me he could not talk to me as he was on the golf course playing golf and that was more important. In the end we got a solicitor involved and threatened legal action it was at this point that we finally got our money back.

This was a major dealer in awnings that advertises in all the glossy mags and advertises cracking prices. Be ware because in their own words they do not care about the customers as there are loads out there all they care about is the sale and the profit.!!!!!!!!!

 

[Guest]

That service is the pits, personlly I think its best to buy an awning from a dealer where you can go and speak face to face if theirs any problem, last full awning I got was a Bradcot about severn years ago from Norwich camping, great service and great awning.

 

[emmerson2]

Am I right in thinking that Pyramid is part of Dorema?

 

[whitetop]

As far as the faults are concerned, it is the supplier......ie, who you bought it from.....who has to deal with the faults........consumer law.

They have to take it up with the maker in the first instance.

 

[Richard_5041140]

Pyramid have no connection whatsoever Dorema

 

[lynn@oldfields.net]

Hi Russell

Sorry you had such a horrible experience and glad you have eventually got your money back.

Like you we are thinking of buying an awning and so reading your story has been very helpful for us.

Hope you are sorted now!!

 

[Taff]

Hi Russell

Sorry to hear about your problems. This sort of thing normally happens to me but this time it didn't.

I have recently purchased an awning directly from the Dorema factory off the M62 east of Leeds. It cost just over

 

[WMRussell]

I am aware that the dealer is responcible for the issues as the awning was brand new. However the dealer did not see it that way and just tried to put me back in touch with the manufacturere to get them to repair it. I will never use this dealer again as their attitude and way they spoke to a customer was very very poor.

 

[TheSleuth]

Russell

Rotten story but I'm afraid all too typical of the caravan industry across the board.

There certainly are one or two good dealerships but most are simply after the big sale and you're on your own thereafter. And the products are far from satisfactory in all too many cases as this Forum proves only too well, with quality reminiscent of British Leyland days and complainants such as yourself all too often rejected or abused.

As for spares availability and prices, even when the model is or nearly current, you'd better be prepared to be very, very patient and have extremely deep pockets.

So,the only message for those new to caravanning in the UK who experience such appalling service is to pursue your rights only with the point of sale, take no B******t or bullying, just set out your complaints in writing and go straight to the small claims court if they won't pomptly fulfill their obligations. History shows the vast majority of cases are settled in the consumer's favour, many prior to the hearing but at the very last minute, and it's not expensive as you can almost certainly handle your own case perfectly adequatelywithout legal assistance.

 

[Dustydog]

Hi Russell

Whoever the dealer was should be named and shamed but Mr Mods wouldn't be happy.

Did you pay for the awning with your credit card? That affords you substantial redress if over a certain limit, can't remember offhand . The card company will then help or give you a efund.

Personally , where bigger purchasers are involved, I like to buy from one of my two pet dealers. They know me and over the years their service and price has been first class.

I can tell you the Isabella Capri Lux I bought last year was price matched by Swindon Caravans, after a litle haggling. If the gods had been faulty an immediate replacement would have been forthcoming.

Enjoy your Pyamid.

Cheers

Dustydog