Poor customer service

[Wendy3]

I am still in the throws of awaiting a repair to my Abbey caravan since last October(2007).To cut a very long story short this particular part took from Oct 07 until July 08 to be supplied and fitted. Once fitted the caravan was returned to our home (by the dealer)and after the 15 mile trip the very same part had broken in exactly the same place as previous!! We are now being told by the dealer that the caravan now looks like it will have to go back to Swift for a back to factory fit as it is obvious there is some stress on that side causing this section of wood to keep cracking. Along with this repair one of many waiting to be done (too many to mention) there is a long outstanding issue with the brackets on the overhead lockers. These are the plastic brackets used to supposidly keep the cupboard open while you use it. These brackets do not do the job they were designed for. They have been changed three times each for a new modified part and even a third bracket put on to help, all to no avail because as soon as there is any sort of heat in the van there down on your head as soon as you open them (and belive me thats happened too many times to mention )I am getting so frustrated with caravan dealers/manufactures as I asked to speak to someone at Swift and was told that they do not deal with members of the public direct. To add insult to injury when questioning the dealer about the brackets I was told I wasnt the only one with this problem (no surprise there !!) they told me that Swift had actually told them to tell the customers that this is what happens when the brackets get warm! Obviously you can just see VW getting away with that excuse when the boot of your brand new car keeps coming down on your back when it gets warm, how do they get away with such an attitude?

Has anyone else recieved such a laid back attitude when spending £13,500 or is it just me?

Oh and the other thing Swift say what am I worried about its covered under warranty is it just me or are they missing the point. I bought this van to enjoy and spend as much time as possible away not to keep driving to and from caravan dealers for it to be repaired!!!

 

[Dustydog]

Wendy

Not another one with problems!

See Andy's thread below, Ace Jubilee Equerry and all the associated comments from fellow posters.

Don't give up!!

Cheers

Alan

 

[Jo-AnneFairway5402010]

wendy, as alan says dont give up fight them all the way. go and have a look at andys post like alan says.

also go into google and put in quick facts sales of goods act print it out you will find it very useful.

it seems to me you van has an INHERANT fault which is a fault that was always there but you only notice it the more you use it. an INHERANT fault is also a design fault.

fight them all the way

jo-anne

 

[Wendy3]

Wendy

Not another one with problems!

See Andy's thread below, Ace Jubilee Equerry and all the associated comments from fellow posters.

Don't give up!!

Cheers

Alan

thanks Alan will try to keep my chin up!

 

[Wendy3]

wendy, as alan says dont give up fight them all the way. go and have a look at andys post like alan says.

also go into google and put in quick facts sales of goods act print it out you will find it very useful.

it seems to me you van has an INHERANT fault which is a fault that was always there but you only notice it the more you use it. an INHERANT fault is also a design fault.

fight them all the way

jo-anne

Thanks Jo-anne I will keep this in mind if I ever get the chance to speak to someone at Swift!

 

[Dustydog]

Thanks Jo-anne I will keep this in mind if I ever get the chance to speak to someone at Swift!

Hi Wendy

Just a small but very important point . Your contract is with the dealer not Swift. It is the dealer who has to pay you a full cash refund. What he / she does thereafter with Swift is of no concern to us customers. Keep onto both of them but just remember how the Law works. Like Jo-anne says there is plenty on Consumer Law on the web plus all the first hand experiences of a number of us on here.

Good luck.

Cheers

Alan

 

[SwiftGroup_374327846]

Wendy

If you want help with your van - please send us an email for us to have a look at your case and understand what the problem is.

Our email address is enquiries@swiftleisure.co.uk

Regards

Kath

 

[Guest]

>dont give up⇦br/>

I would have thought that the most sensible thing for any caravanner would be *to* give up! - give up buying British vans.

I just can't grasp this passionate love affair with UK caravans! - they leak, they're flimsy, the dealer back-up is poor and the factory back-up is worse!

They'll keep you waiting for months on end for a part, they insist on using a 'just in time' method for their own parts supply - which mean that they don't have any surplus for warranty or customer sales.

Unfortunate enough to damage a panel, or have a stone crack a window as you tow your brand new UK van home for the very first time? - don't think that you can ring up your dealer and get a replacement part by this time next week. You'll have to take your place in the queue and wait with everyone else. After all, you've already bought the van - therefore your importance to the manufacturers has diminished accordingly.

On top of that, the sheer number of posts here complaining about damp UK vans that are 2,3 4 years old demonstrate the validity of the claim that many of them leak virtually from the day they're chucked together!

Ye, Wonder of Wonders and Mystery of Mysteries, people KEEP buying this tat!

You don't have to! - it's not compulsory There are lots of great European vans out their that don't leak, don't fall to pieces in use, don't keep you waiting months for spare parts - and which are the same, or slightly greater, weight as the UK stuff.

inconsequential eye candy and insubstantial style are the lures by which the UK caravan industry snares the punters - if you want good solid long lasting build quality, look elsewhere.

As the songs says... 'When will they ever learn?, when will they ever learn?"

 

[Dustydog]

Selwyn

In part you make some reasonable points but to condemn British caravans in totallity is bold. The corollary to your view is that all us buyers of British caravans must be thick as two short planks.

If you were right then I wonder why there are not more dealers selling "foreign" caravans?

That aside the key point here is again one of quality and workmanship. Here we afre in full agreement.

Wendy's is yet another "British" case that has not ben handled well and is proving most injurious to the British Caravan industry.

Do I sense some De Ja Vu here? For well over a year Avondale have not been responding to warranty complaints etc. Now we know why. I just hope their story is not going to be repeated again this year.

Cheers

Alan ( I'm still buying British)

 

[SirRogerFFS]

I have noticed recently that there has been a number of complaints about Swifts, I own an Ace Supreme 4 years old I have no problems build wise excellent van I have one problem with the shower but if you notice Kath at Swift often comes in here and offers a helping hand and nobody aknowledges now surely a reply would be polite .

Im sorry if this sounds a bit blunt but its not the first postings by Kath has been ignored.

Sir Roger

 

[SirRogerFFS]

I have noticed recently that there has been a number of complaints about Swifts, I own an Ace Supreme 4 years old I have no problems build wise excellent van I have one problem with the shower but if you notice Kath at Swift often comes in here and offers a helping hand and nobody aknowledges now surely a reply would be polite .

Im sorry if this sounds a bit blunt but its not the first postings by Kath has been ignored.

Sir Roger

 

[DeliDave]

We had the towelrail beak in our Indiana,reported it to dealer by phone,5 days later it was in for collection,my choice to fit myself.Bailey may not be perfect but I'm certainly pleased.

 

[DeliDave]

We had the towelrail beak in our Indiana,reported it to dealer by phone,5 days later it was in for collection,my choice to fit myself.Bailey may not be perfect but I'm certainly pleased.

sorry,should be break

 

[Jo-AnneFairway5402010]

Sir Rodger, i myself have dealt with kath when i rejected my first van. she personally inspected my second van but she didnt notice the cracks in all 4 corners of the shower panels top to bottom, the 3 six inch cuts in the lyno, the shower door loose, the blown air heating and lots of other things. this got through qc/pdq at swift, inspected by kath , pdq at dealer.

what annoys me is that yes kath does come on here but she is the customer service manager or above why doesnt she know about the serious problems with customers. does nobody communicate at swift. she does ask about the problems which are caused at the swift but why doesnt she know about them already.

why has it taken this long to ask wendy for her details when she should know about them already.

im sorry just because someone appears to be helpful doesnt mean they are. ive been there ive dealt with them. until you have been in mine, wendy and andys position no one will understand.

jo-anne

 

[Dustydog]

Hi Sir Roger

I amongst many others have very often praised the likes of Kath Powell, Kelly Watts ( Bailey), and a few dealers who have openly helped members on this forum.

So no, I don't think you are being blunt, but generally I do not believe Kath is being ignored. Her efforts are appreciated but looking at the bigger picture I suspect there is something fundementally wrong with Swift's QA/QC. The complaints speak for themselves.

Cheers

Alan

 

[ProfJohnL]

Hello Wendy,

I am sorry to read of your difficulties. Whilst I deplore manufactures who are reluctant to talk to end-users, technically Swift are not obliged to correspond with to you as you have no contract with them.

Hopefully Kath from Swift who monitors this forum may try to contact you to reopen correspondence.

I am sure you know that you have specific rights afforded to you under the sale of Goods Acts (SoGA). This is potential a piece of legislation and under some circumstances it might get you your money back or even a new caravan, but I suspect in this case a proper repair is the most likely remedy.

The seller of new goods (and some second hand items) is obliged under the SoGA to supply goods of merchantable quality. So assuming your descriptions are accurate it seems to me that you do have some defects that questions the fitness for purpose.

You must identify your seller. Your seller is who ever you pay your money too, If you paid cash, then your seller is the dealer, but if you used a finance house, then technically the financiers own the caravan ad are selling it to you.

If you used a finance provider, contact them and explain the situation. The goods remain the property of the financier so for two reasons they will want to resolve any faults. Firstly they want to protect their investment in the goods, and secondly they don't want to fall foul of the SoGA.

They will probably support you in trying to get a resolution.

What do you do? It is always better to resolve such issues amicable if possible. As the progress has been so slow to date, I recommend you ask your seller to get a move on, but be firm, and point out that if a resolution is not forthcoming you may seek legal advice about your rights under SoGA. Such a warning can often galvanise the recipient into action.

In the event that things don't get moving, Your Citizens Advice Bureau, Trading Standards or a solicitor will be of help here, as you will need to carefully formulate a letter of complaint, and may need to begin action through SoGA.

Check with your house insurance, as they sometimes help to cover legal costs in this type of dispute.

 

[Jo-AnneFairway5402010]

hi i just want to say yes your contract is still with the dealer and kath doesnt have to get involved but why do these vans still get passed all the checks at the manu's.

jo-anne

 

[john_5066263]

Hi Wendy

you don't say which wood as cracked? would be interested to know. i have a 2 1/2 yr old sterling(same company). This season i have found a crack in the wooden swan neck up right, between the kitchen and front sitting area. My dealer, who suggested it is common fault? asked for some pics and they would forward to sterling, no reply yet since may. the story sounds familar about the hinges. advise from sterling for dealer was to put extra hinge on. guess what they are going the same way! if the van warms up then things expand so should stay open not the opposite! i think they are a bad designany way.(suggest to wear cycling saftey helment)

new one to the forum

john

 

[Jo-AnneFairway5402010]

hi, another inherant why why am i not surprised. i think its disgusting that you have been waiting since may for swift.

jo

 

[Wendy3]

Sir Rodger, i myself have dealt with kath when i rejected my first van. she personally inspected my second van but she didnt notice the cracks in all 4 corners of the shower panels top to bottom, the 3 six inch cuts in the lyno, the shower door loose, the blown air heating and lots of other things. this got through qc/pdq at swift, inspected by kath , pdq at dealer.

what annoys me is that yes kath does come on here but she is the customer service manager or above why doesnt she know about the serious problems with customers. does nobody communicate at swift. she does ask about the problems which are caused at the swift but why doesnt she know about them already.

why has it taken this long to ask wendy for her details when she should know about them already.

im sorry just because someone appears to be helpful doesnt mean they are. ive been there ive dealt with them. until you have been in mine, wendy and andys position no one will understand.

jo-anne

Jo-anne has a verygood point here. If the manufacturers were as concerned as they appear they might be on here, why did they not respond to my request to speak to someone as my dealers had requested for me? I just find the whole thing very frustrating, for if you want anything doing as the saying goes DO IT YOURSELF. My van was bought new in Sep 05 and since then I've been back and forth to the dealers each time an 80 mile round trip as it had to go back to where originally purchased which was Lowdhams of Huddersfield (and theres another story of poor customer service). It feels a very long 3 years with this van and theres been too much time with it spent at dealers yards as opposed to caravan parks!!

 

[Wendy3]

Wendy

If you want help with your van - please send us an email for us to have a look at your case and understand what the problem is.

Our email address is enquiries@swiftleisure.co.uk

Regards

Kath

Thanks for the offer but I would prefer to actually speak to someone over the phone. My case is supposed to already be in your hands and I'm still no wiser as to whats happening I've been waiting since July for a reply from yourselves!

 

[Wendy3]

I have noticed recently that there has been a number of complaints about Swifts, I own an Ace Supreme 4 years old I have no problems build wise excellent van I have one problem with the shower but if you notice Kath at Swift often comes in here and offers a helping hand and nobody aknowledges now surely a reply would be polite .

Im sorry if this sounds a bit blunt but its not the first postings by Kath has been ignored.

Sir Roger

just letting you know the post by Kath is by no means being ignored as I'm not on the computer that much I have to share it with my kids (3), but is that not how we feel when we get no reply from Swift even when making a request to speak to someone IGNORED!

 

[Wendy3]

Hi Wendy

you don't say which wood as cracked? would be interested to know. i have a 2 1/2 yr old sterling(same company). This season i have found a crack in the wooden swan neck up right, between the kitchen and front sitting area. My dealer, who suggested it is common fault? asked for some pics and they would forward to sterling, no reply yet since may. the story sounds familar about the hinges. advise from sterling for dealer was to put extra hinge on. guess what they are going the same way! if the van warms up then things expand so should stay open not the opposite! i think they are a bad designany way.(suggest to wear cycling saftey helment)

new one to the forum

john

Hi John and welcome. It sounds like the piece of wood is exactly the same piece. My dealers have called it the stringer or Banjo but it's the piece of wood that runs down the side of the fridge at the side of the lounge.My dealer too were asked to take pics and send them to Swift. This is the part I waited 9 months for which cracked in exactly the same place on return to my house by the dealers which is now just a 15 mile trip (have now gone to different dealers as the dealer I originally bought it from were horendous).As for the brackets there never going to work. We ahve had three new lots plus a third bracket on the larger cupboards, some cupboards stay up momentarily but others come straight back down you just get onto the habbit of holding open with the other arm (which of course would be impossible had we only one arm!) These brackets dont even look like they can be changed to the steel brackets they have gone back to as there is no wood running along the cupboard to fix them too.

I hope you dont have to go through the same things I've been through but do keep on at them as I feel these brackets are a design fault and are dangerous, weve all had marks on our heads from them. Ironically when the van went in for repair last the fitter was sporting a large cut to his head as the cupboard had come down his head too!!

 

[Wendy3]

Hello Wendy,

I am sorry to read of your difficulties. Whilst I deplore manufactures who are reluctant to talk to end-users, technically Swift are not obliged to correspond with to you as you have no contract with them.

Hopefully Kath from Swift who monitors this forum may try to contact you to reopen correspondence.

I am sure you know that you have specific rights afforded to you under the sale of Goods Acts (SoGA). This is potential a piece of legislation and under some circumstances it might get you your money back or even a new caravan, but I suspect in this case a proper repair is the most likely remedy.

The seller of new goods (and some second hand items) is obliged under the SoGA to supply goods of merchantable quality. So assuming your descriptions are accurate it seems to me that you do have some defects that questions the fitness for purpose.

You must identify your seller. Your seller is who ever you pay your money too, If you paid cash, then your seller is the dealer, but if you used a finance house, then technically the financiers own the caravan ad are selling it to you.

If you used a finance provider, contact them and explain the situation. The goods remain the property of the financier so for two reasons they will want to resolve any faults. Firstly they want to protect their investment in the goods, and secondly they don't want to fall foul of the SoGA.

They will probably support you in trying to get a resolution.

What do you do? It is always better to resolve such issues amicable if possible. As the progress has been so slow to date, I recommend you ask your seller to get a move on, but be firm, and point out that if a resolution is not forthcoming you may seek legal advice about your rights under SoGA. Such a warning can often galvanise the recipient into action.

In the event that things don't get moving, Your Citizens Advice Bureau, Trading Standards or a solicitor will be of help here, as you will need to carefully formulate a letter of complaint, and may need to begin action through SoGA.

Check with your house insurance, as they sometimes help to cover legal costs in this type of dispute.

Hi John thanks for all your help. The van was a cash sale so there is no finace company involved. The seller was Lowdhams of Huddersfield who I no longer deal with for repairs to the van, as I mentioned earlier thats a whole new story. I now take the van to a more local dealer YC leisure who are dealing with the repairs.

Thanks for the advice about the house insurance I'll lok nto it.

 

[john_5066263]

Hi John and welcome. It sounds like the piece of wood is exactly the same piece. My dealers have called it the stringer or Banjo but it's the piece of wood that runs down the side of the fridge at the side of the lounge.My dealer too were asked to take pics and send them to Swift. This is the part I waited 9 months for which cracked in exactly the same place on return to my house by the dealers which is now just a 15 mile trip (have now gone to different dealers as the dealer I originally bought it from were horendous).As for the brackets there never going to work. We ahve had three new lots plus a third bracket on the larger cupboards, some cupboards stay up momentarily but others come straight back down you just get onto the habbit of holding open with the other arm (which of course would be impossible had we only one arm!) These brackets dont even look like they can be changed to the steel brackets they have gone back to as there is no wood running along the cupboard to fix them too.

I hope you dont have to go through the same things I've been through but do keep on at them as I feel these brackets are a design fault and are dangerous, weve all had marks on our heads from them. Ironically when the van went in for repair last the fitter was sporting a large cut to his head as the cupboard had come down his head too!!

Hi Wendy, thanks for the info. it's the first time i've bought new and can't wait for the warranty to expire so i can do some jobs properly! i will keep at them.

cheers

John.