On 10th May we ordered a front towing cover from a company, not Protec, for a 2011 Lunar Delta TI caravan. It cost £99 and we paid using a pre pay Mastercard. Cover was delivered on 7th June.
We then try to fit it onto the front of our caravan, but found that the rail across the front of the caravan protruded outwards for about two centimetres on either side. When the cover was fitted, you could see that the material was stretched on the points of this rail on both sides. We felt that after use, the rail would eventually wear through the cover. On contacting the supplier, they told us to put something over the end pieces to prevent premature wear. I asked them why they had not supplied' the something' and was told it was my problem. We also noticed that the cover covered up the front lights on the caravan. Although they are visible through the cover in the dark, they are not very visible during the daylight in heavy rain. The supplier persuaded us it was okay and that we should try it out.
A day later we went on holiday
and on towing we noticed the bottom front corners worked loose and started flapping in the wind thus accelerating wear. On our return two weeks later the same thing happened despite us following the instructions to the letter. Last weekend when we were away, we met up with another person who had the same caravan and the same cover. He had exactly the same problem as us. Bottom corners of cover comes loose within first 10 miles! We then emailed the company about the cover giving them the opportunity to either modify, repair or refund, but they never responded. This was last Thursday.
If you look at their website you are unable to get a 2011 Delta TI off the drop down list. In their returns policy they state no return due to it being a special order yet their website in numerous places states "Universal front towing cover" which is not exactly custom made. Where do we stand with a return of the cover?
We are thinking of utilising the Distance Selling Regulations as we notified them of the issue verbally within two days of receipt of the cover, but at that point they persuaded us to keep it. Secondly we may consider doing a chargeback and if so how long do you have to wait before you can do this?
We are very disappointed with this company and lack of response from customer services. In all honesty at present we cannot recommend them to any one.
We then try to fit it onto the front of our caravan, but found that the rail across the front of the caravan protruded outwards for about two centimetres on either side. When the cover was fitted, you could see that the material was stretched on the points of this rail on both sides. We felt that after use, the rail would eventually wear through the cover. On contacting the supplier, they told us to put something over the end pieces to prevent premature wear. I asked them why they had not supplied' the something' and was told it was my problem. We also noticed that the cover covered up the front lights on the caravan. Although they are visible through the cover in the dark, they are not very visible during the daylight in heavy rain. The supplier persuaded us it was okay and that we should try it out.
A day later we went on holiday
If you look at their website you are unable to get a 2011 Delta TI off the drop down list. In their returns policy they state no return due to it being a special order yet their website in numerous places states "Universal front towing cover" which is not exactly custom made. Where do we stand with a return of the cover?
We are thinking of utilising the Distance Selling Regulations as we notified them of the issue verbally within two days of receipt of the cover, but at that point they persuaded us to keep it. Secondly we may consider doing a chargeback and if so how long do you have to wait before you can do this?
We are very disappointed with this company and lack of response from customer services. In all honesty at present we cannot recommend them to any one.
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