When my washing machine go wrong (and scores of other things for that matter), I call out an engineer. Isn't it about time main caravan dealers operated a call-out system too? There are loads of things that can be repaired off the dealer's site (my shower unit, for example, packed up recently!) and it can be a daunting and very time consuming task delivering the van to the dealer (for me it has to be a minimum seven-day Saturday to Saturday job). Mobile firms are of know help, unfortunately, as they only invalidate warranties. Does anyone know a main dealer who will come to you? Am I expecting too much??
Have you ever known a main dealer come to you for repair??
- Thread starter Colinn
- Start date
Hi Colinn,
Mendip Caravans (now part of discover leisure) came out to me a couple of times for small jobs when my van was under warranty. Don't know if they would now they have been sold.
Martin "E"
Mendip Caravans (now part of discover leisure) came out to me a couple of times for small jobs when my van was under warranty. Don't know if they would now they have been sold.
Martin "E"
Damian
Moderator
Colinn, mobile engineers do not necessarily invalidate warranties.
As long as agreement is reached with the supplying dealer for a mobile engineer to fix a problem there should be no problem, especially if the mobile guy is a NCC Approved Mobile Workshop.
I have had several dealers contact me to fix faults on warrantied vans which they cannot get to , or the customer cannot get to them.
Main dealers cannot afford to lose workshop time by sending a fitter out, as well as the extra expense of a vehicle.
As long as agreement is reached with the supplying dealer for a mobile engineer to fix a problem there should be no problem, especially if the mobile guy is a NCC Approved Mobile Workshop.
I have had several dealers contact me to fix faults on warrantied vans which they cannot get to , or the customer cannot get to them.
Main dealers cannot afford to lose workshop time by sending a fitter out, as well as the extra expense of a vehicle.
Colinn we bought our new caravan from Salop Leisure in Shropshire and whilst on holiday in cornwall had a problem with the fridge. I phoned them up and told them what was wrong and they talked me through a potential fix and said that if it wasn't repaired they would arrange for the fridge manufacture to come out to us. As it turned out we caught our two year old daughter playing with the switches and turning it off when we weren't looking abd turning it back on again!!!!
I do not think that you are asking too much providing that it is reasonable (in terms of distance, size of repair etc), I've currently got an issue at court stage where one of the questions raised is:
"Why was the dealer insistent that the caravan was taken to them at my expense and inconvenience, when they are clearly aware of the various acts required by law that they must conform to?"
A point where they have failed to come up with a valid argument to date, except that this is the normal practice between caravan owners and dealers, So given that the law says that I should not be inconvenienced the out come of this one will be interesting since in my case the dealer is based approx 20 miles from my home.
An example given in my defence is that now most car dealers these days offer a collect and return or mobile service, and they have to conform to the same acts.
"Why was the dealer insistent that the caravan was taken to them at my expense and inconvenience, when they are clearly aware of the various acts required by law that they must conform to?"
A point where they have failed to come up with a valid argument to date, except that this is the normal practice between caravan owners and dealers, So given that the law says that I should not be inconvenienced the out come of this one will be interesting since in my case the dealer is based approx 20 miles from my home.
An example given in my defence is that now most car dealers these days offer a collect and return or mobile service, and they have to conform to the same acts.
Colinn - I think that you are asking too much. Us caravan owners are our own worst enemies and accept a second rate service from our dealershiops and yet caravans are still selling at an all time high. I get fed up with people at rallies complaining bitterly at rallies about problems with their caravans and dealerships and do nothing about it ! I have a friend like this who would return his car to the dealership for the most minor squeak - and get it addressed.
The only time the owner of a large dealership came to a rally site, on a Sunday, to see me was when after 25 years of caravanning and 3 months of no hot water via the gas he said he would show me how to operate the gas heater properly. After a hour he thought the unit might have a fault !!!
I now have experience of several dealers but perhaps it's just a Norfolk problem.
If you do a good deal with the purchase of your caravan and nothing goes wrong with it under warranty all dealers are OK !!
The only time the owner of a large dealership came to a rally site, on a Sunday, to see me was when after 25 years of caravanning and 3 months of no hot water via the gas he said he would show me how to operate the gas heater properly. After a hour he thought the unit might have a fault !!!
I now have experience of several dealers but perhaps it's just a Norfolk problem.
If you do a good deal with the purchase of your caravan and nothing goes wrong with it under warranty all dealers are OK !!
Yes, perhaps it's true that we are our own worst enemies, not just with caravans but with other things too where we put up with shoddy after-sales treatment...
It just started to bug me that the caravan manufacturers and dealers make big reassuring noises about their cast iron warranties but when it comes to putting it to the test, the dealer has it dead easy...
It may only be a small problem, but we have to get the van collected and hitched, etc, we have to tow it miles to the workshop, and we are without the van for days, (possibly weeks if parts need to be ordered). All in all, not a lot of fun!
The dealer, on the other hand has the job delivered on a plate to his doorstep, spends half an hour fixing it, and quickly moves on. Next one please!
No wonder he can hand the van back with a smile - a BIG smile...!
It just started to bug me that the caravan manufacturers and dealers make big reassuring noises about their cast iron warranties but when it comes to putting it to the test, the dealer has it dead easy...
It may only be a small problem, but we have to get the van collected and hitched, etc, we have to tow it miles to the workshop, and we are without the van for days, (possibly weeks if parts need to be ordered). All in all, not a lot of fun!
The dealer, on the other hand has the job delivered on a plate to his doorstep, spends half an hour fixing it, and quickly moves on. Next one please!
No wonder he can hand the van back with a smile - a BIG smile...!
Can you please supply the legal reference to your statement regardin inonvenience and expense etc as I may have a similar issue coming up shortly.
In addition the mattress in our caravan is starting to sag in some areas even on the wife's side and she is quite slim. When we spoke to the dealer about it, they mentioned that it may not be covered by the warranty after the first year but they will check with Lunar.
I mentioned Sale of Goods Act and the 6 year provision plus price paid in relation to duration of goods supplied. They will be contacting me within the next few days to confirm which way they are going to go.
I had an issue and it is quite surprising the treatment you get afterwards once you seved them with a "Letter before Action" or even a summons. They then know you cannot be walked over and you tend to get preferential treatment afterwards, but the whole point is why do you need to go to such extreme legths to get an issue resolved because the dealer couldn't care less about the customer.
I think if a few more of us started claiming compensation from dealers and broadcast it around, maybe, just maybe the message will start to get across that customers want good after sales service without hassles. Maybe this will also get through to manufacturers as their names will be bandied about in newspapers.
Imagine collecting a caravan where a full and proper PDI was done prior to delivery. Imagine being supplied a loan caravan when yours is off the road.
I think if a few more of us started claiming compensation from dealers and broadcast it around, maybe, just maybe the message will start to get across that customers want good after sales service without hassles. Maybe this will also get through to manufacturers as their names will be bandied about in newspapers.
Imagine collecting a caravan where a full and proper PDI was done prior to delivery. Imagine being supplied a loan caravan when yours is off the road.
It's not to difficult, kick scream kick again, spit out your dummy, refuse to be intimidated and fobbed off, then invite Trading Standards along for good measure, and once you have completed that process it is amazing the amount of after care treatment you receive. In the case of Bailey they personally collected my caravan from my home address today, to rectify the list of problems we have encountered since taking delivery of the van, and will be returning it back to me once all of the problems have been remedied to my satisfaction. Don't forget there are lot's of tools out there to use, all weighted in your favour. Don't be fobbed off use them!
Ian,
My Solicitor gave me the following link to look at:
http://www.berr.gov.uk/files/file25486.pdf
The booklet designed for traders informing them as to what he law expects of them, my solicitor said that if you are ware what they should be expected to do, and then you will know if you are being unreasonable.
I even gave a copy of this booklet to my dealer which helped until they tried to pass the buck to Bailey, who said it was the dealers problem and would only collect the caravan from the dealer, but the dealer refused to collect it from me saying it was my responsibility to take it to them, despite admitted that the fault is due to a manufacturing defect, so on and so on hence the court action taking place now but this action is actually against the finance company since my contract is with them.
My home insurance company is picking up the legal bill might be worth while a chat with them if you have legal cover.
Within the Supply of Goods Act, it talks about "Reasonable Time" and "Significant Inconvenience" along the lines of: -
Repair and replacement have to be carried out within a reasonable time and without significant inconvenience for the consumer (if this is not possible the consumer should select an alternative remedy). The retailer has to bear any costs such as transporting the goods. Complaints have to be judged on a case-by-case basis and take account of all the circumstances including:
* The nature of the goods;
* The purpose for which they were bought;
and Their importance to that particular customer.
Therefore I do not think that it is unreasonable for the dealer (who is the retailer) to bear the costs of collection and delivery in the event of a warranty claim.
Repair and replacement have to be carried out within a reasonable time and without significant inconvenience for the consumer (if this is not possible the consumer should select an alternative remedy). The retailer has to bear any costs such as transporting the goods. Complaints have to be judged on a case-by-case basis and take account of all the circumstances including:
* The nature of the goods;
* The purpose for which they were bought;
and Their importance to that particular customer.
Therefore I do not think that it is unreasonable for the dealer (who is the retailer) to bear the costs of collection and delivery in the event of a warranty claim.
I don't think that you will see a change while there is such a buoyant caravan and especially motorhome market.
Forward thinking companies who invest in good customer service when the going is profitable usually come out on top should there be a turn in the market.
I still feel that there are many faults that go unreported to the manufacturers because owners can't be bothered to report them or fix them themselves. I'm sure we would all be surprised with the QA statistics that are collected by some manufacturers showing few complaints.
Bill
Forward thinking companies who invest in good customer service when the going is profitable usually come out on top should there be a turn in the market.
I still feel that there are many faults that go unreported to the manufacturers because owners can't be bothered to report them or fix them themselves. I'm sure we would all be surprised with the QA statistics that are collected by some manufacturers showing few complaints.
Bill
Wander home of Yorkshire do a call out service. It is free for the 1st 12 months on a new van, then you have to pay a fee afterwards.
In the past if I had a problem with the fridge I phoned Electrolux (Domec) they came to our house under the warranty. I am sure its the same with Truma.
Graham W.
In the past if I had a problem with the fridge I phoned Electrolux (Domec) they came to our house under the warranty. I am sure its the same with Truma.
Graham W.
Very well said Bill, but I for one will not be fobbed off with shoddy workmanship, faulty materials, or anything else that is not up to scratch. If their customer care is anything less than 100% then I become the customer from hell! And will take any measures necessary to obtain a satisfactory outcome. The trouble is with some manufacturers/dealers, they become a victim of there own success, but wow be tied them when sales are not so buoyant, that will sort the chaff from the wheat, as we have seen in the motor industry, all but now extinct in the UK. At this very moment my caravan is back with the manufacturer having one or two problems sorted, yes it is inconvenient, time consuming and annoying, but there is no way I will let them off the hook until all the necessary work has been completed to my satisfaction. And as a last resort I would not hesitate in putting posters in every window of my caravan detailing the problems, and towing it round the NEC at show time. Like every one else, I work hard for my money and will not except second rate service that ruins my hobby/leisure time, why should we? I would have been out of a job years ago if I had adopted the same attitude.
One of the problems is that magazines like PC dare not critise dealers or manufacturers in any way whatsoever in case they lose revenue. Basically this is a form of legal blackmail so our views on shoddy workmanship are never heard.
Hi,
Yes - we have had an engineer for Harringtons come out to us to repair our cassette toilet - we weren't in when he arrived - my son was - the engineer stayed 2 mins, said there wasn't anything wrong with it and left.
After a very nasty phone call to Harringtons - we didn't buy the van from them they were the nearest dealer that Thetford recommended Ha, Ha!!!! - we wouldn't buy a pram from them let alone a caravan - and Thetford, Thetford agreed to send us the part and we fixed it ourselves.
Dealers do not want to know once the van has left their forecourt.
Pam.
Yes - we have had an engineer for Harringtons come out to us to repair our cassette toilet - we weren't in when he arrived - my son was - the engineer stayed 2 mins, said there wasn't anything wrong with it and left.
After a very nasty phone call to Harringtons - we didn't buy the van from them they were the nearest dealer that Thetford recommended Ha, Ha!!!! - we wouldn't buy a pram from them let alone a caravan - and Thetford, Thetford agreed to send us the part and we fixed it ourselves.
Dealers do not want to know once the van has left their forecourt.
Pam.
We are also having problems with our new 2007 Bailey Senator Indiana Series 6. What problems are you experiencing? We wonder if they are the same as ours!!!
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