Explorer - Poor Customer Service

[Kate3]

Anyone else had problems with Explorer and their warranty? We bought a new van end May 07. As we were going away I booked the service for mid May 08. Unfortunately at the time I was unable to move far because of a bad back, so I didn't check the van when the service engineer had finished (we use HAPPE who come to us). The following week whilst away we noticed a crack in the shower tray so I reported this to HAPPE the Monday we returned - via email as I couldn't get through on the phone. Explorer are refusing to replace the part as we are outside warrenty (by 2 weeks) however if I hadn't had the service done until after our holiday - in fact by up to 60 days - it would have been covered as they class the warrenty date as being the service date! Does this seem fair to you? Comments would be appreciated.

 

[Surfer]

You are covered under the Sale of Goods Act and don't let them fob you off. Firstly log onto Consumer Direct which is an off shoot of Trading Standards and query your rights under SOGA. Our manufacturer tried it on with us, so I raise a summons in the small claims court against the dealer but calling the manufacturer as a witness. Within days the problem was sorted out as I assume the manufacturer did not want to go to court even as a witness. Cost to me

 

[Essexeddie]

I had a cracked shower tray in our Odyssey, It was just out of the warranty and we did not have it serviced.

They paid out OK, all I had to pay was one hour of labour.

Also they supplied a new front locker door as the old one was also cracked. I changed that myself.

They were quite helpfull, mind you it was about three years ago.

.

 

[Kate3]

I had a cracked shower tray in our Odyssey, It was just out of the warranty and we did not have it serviced.

They paid out OK, all I had to pay was one hour of labour.

Also they supplied a new front locker door as the old one was also cracked. I changed that myself.

They were quite helpfull, mind you it was about three years ago.

.

They have basically said if we hadn't had the van serviced they would have replaced the part, it is because we had the one year service that the warranty wouldn't cover it! Hence my annoyance.

 

[Kate3]

I am more than happy to follow your advice on this. I will let you know how I get on.

 

[Chrisbee]

All this tosh about not repairing faults because the van was not serviced is rubbish. Are they suggesting that by having a service these faults do not occur?

 

[Kate3]

Chrisbee - I obviously didn't make it clear in my irate initial rant, but the van had been serviced. They are refusing to help because I had it serviced within the calendar year and if I had waited for another 3 weeks, before that service, it would still have been covered under the warrenty!

 

[Kate3]

As promised an update on our problem with explorer - they have eventually agreed to provide a new shower tray and HAPPE (who may have taken their time but have proved excellent) are fitting it free. Thanks for all your help and advice folks.

 

[Chrisbee]

Glad it's all sorted out Kate, just a pity you had the problem and hassle in the first place. Customer service? No wonder the caravan industry is in decline.