Does This Sound Right To You?

[MagsAlan]

Last August we purchased a used caravan from a local (ish) dealer that came with a 2 year warranty. Before the start of the season this year, we had her serviced by our industry approved mobile engineer to make sure everything was in order for the our upcoming travels.

Over our recent 3 week jaunt to France we noticed that the floor seemed to be a bit spongy and thinking we might have a delamination problem I rang the dealers to see how we proceed.

It seems We have to have another service done as the warranty says it should be serviced within a 5 week window either side of the anniversary date of purchase - we serviced it too early in other words.

I dont recall that the service timing was pointed out to us at the time of purchase, nor do we have a full policy booklet, just a printed sheet giving a brief outline of what is and isnt covered. The only restriction mentioned in that is that the dealer has to do the work.

We can use our mobile chap again "who will know if it's delaming" but then we have to take it to the dealer who will check that hes right before they put the claim into the warranty company, then take it back to them again (assuming the claim is accepted) when the stuff they need to correct the problem arrives at their workshop.

So our warranty work is going to cost me an extra £150 - £200 to have done. I suppose, looking on the bright side, We wont need another service till this time next year, but I feel much happier having it done at the start of the season after it has been stood unused over the winter months.

I suppose the other option is to pay for our mobile chap to do the work but im worried that that may invallidate the warranty altogether and something more serious occuring wouldnt be covered.
Oh well, thats my rant over with, thank you for listening.

 

[DeliDave_]

I would have thought having it before would be fine,just the next service couldnt be more than 12 months and five weeks from that service.I would contact customer service of the manufacturer and check if I were you

 

[ProfJohnL]

Hello MagsAllen,

I am sorry to say that the circumstances you have described are not clear cut.

From your description it seems the guarantee is an insurance policy based one, and its terms and conditions are binding on you if you wish to keep the policy valid. If they give specific schedule for services then that schedule is what you have signed up to by accepting the policy, so early non scheduled services have no validity to the policy.

Equally if the policy specifies who must carry out the service then again you are obliged to conform if you want the policy to remain in force.

Now you may have leverage if as you say you were not supplied with a full copy of the policy terms and conditions. It is quite possible that the failure to supply the terms and conditions is a breach of the financial services act, which may mean you have been miss-sold the policy.

Have a word with trading standards who if they cant help directly they should be able to advise who to seek help from.

 

[otherclive]

It may not be delamination it could be that a floor bolt(s) has slackened and that can make it feel spongy. The bolts fix the body to the chassis. Your mobile fitter could check. It's not a specific service item.

 

[MagsAlan]

Thanks everyone. I realise its our own fault for not realising we didnt have a policy wording and chasing up on that. We both worked in the insurance industry a combined 50 years so we ought to have known better.

Ive asked our service man to come and check it out and we'll take it from there.

 

[Raywood]

If ypu worked in insurance you will know you have the right to complain to the insurer and if you are not satisfied with the reply refer it to the FSO. Not sure how that would work out but the threat might get the insurer to accept the claim.

 

[MagsAlan]

well we havent made a claim on the warranty yet but we'll bear your comments in mind if problems arise. Thank you.

 

[ProfJohnL]

Thanks everyone. I realise its our own fault for not realising we didnt have a policy wording and chasing up on that.

Not strictly true, its the suppliers fault for not completing all the paperwork and following to make sure you did have everything.

 

[JonnyG]

???. Emmm let me get this right, you bought it last august right? so the supposed window of service will be july to september this year,5 weeks either side of when you purchased it right? so actually you do not have to have it serviced at all yet. you are in the window but they can not make you service the caravan before they the supplying dealer check it out for problems, as you have not had the caravan a year yet, so under their own terms it need not be serviced till your 1st year aniversay of purshase which is august.......right?
So the only thing that should be happening now is the supplying dealer should be checking your complaint and not you having to pay someone else to check out the problem...

 

[Parksy]

???. Emmm let me get this right, you bought it last august right? so the supposed window of service will be july to september this year,5 weeks either side of when you purchased it right? so actually you do not have to have it serviced at all yet. you are in the window but they can not make you service the caravan before they the supplying dealer check it out for problems, as you have not had the caravan a year yet, so under their own terms it need not be serviced till your 1st year aniversay of purshase which is august.......right?
So the only thing that should be happening now is the supplying dealer should be checking your complaint and not you having to pay someone else to check out the problem...

 

[MagsAlan]

???. Emmm let me get this right, you bought it last august right? so the supposed window of service will be july to september this year,5 weeks either side of when you purchased it right? so actually you do not have to have it serviced at all yet. you are in the window but they can not make you service the caravan before they the supplying dealer check it out for problems, as you have not had the caravan a year yet, so under their own terms it need not be serviced till your 1st year aniversay of purshase which is august.......right?
So the only thing that should be happening now is the supplying dealer should be checking your complaint and not you having to pay someone else to check out the problem...

Flippin' heck, you're right JonnyG, why on earth didnt I think of that. We have while the begining of September to get the service done. I'll be on the phone to the service department first thing on Tuesday morning, (going out tomorrow). Thank you.

 

[ProfJohnL]

Whilst my first post may not be quite as relevant, it is still the case he dealer should furnish you with all relevant paperwork regarding the warranty/guarantee.

 

[MagsAlan]

Thanks Prof, yes I shall be asking about the missing documents when I speak to them.

 

[MagsAlan]

Just to update you, our floor has been fixed under warranty and is now booked in for the service. Thanks to everyone for your words of wisdom, much appreciated.