swift group warranty

[stevecritchlow]

I bought a new Sterling caravan last year, our first ever brand new van, in fact pretty much our first ever brand new anything, and as such we love it. It's due for its first service next month, and whilst cleaning it I notice that some mastic is breaking down quite badly. The wide strip where the roof panel joins the front panel has become very black and has opened up holes in several places, and the mastic has opened up in several places where the off side panel joins the roof panel.

Whilst there is no obvious signs of water ingress (when not in use the van is stored inside) I am very concerned and dissapointed by this.

Does anyone out there with experience of the swift group warranty think that they will correct this under warranty willingly, or does anyone else have any tips or experience of warranty claims and getting this put right.

Steve

 

[ThePlotter]

Hi,I had a problem with the roof on my Abbey and whilst it is always the legal responsibility of the dealer I took it back (arranged by the dealer)to Abbey(Swift)who replaced the roof and did a couple of other jobs that I needed doing(minor jobs,stickers etc).Remember if you bought the van on finance via the dealer the finace co is liable for problems jointly and severaly with the dealer,do not stop payments but contact them and advise them of situation.

 

[ValA.]

Definitely this should be covered under your warranty - and you need to get it sorted out now. It's too late once water gets in. You need to point it out to your dealer BEFORE you take it in for service, ask them to repair it under warranty, and make sure they book it in and give you a date.

Don't just assume that they will 'find' it during the service.

 

[jinty0_0]

"Don't just assume that they will 'find' it during the service".

well said Valerie we have a crack in our front locker (caravan is 5 mths old) and we returned it back to the dealer after being away for a few days with regards to this problem and other problems that needed fixed. We explained where this crack was and the girl in services said it would be better to take her out and show her where the crack was when we returned to collect the van there was a note saying that they couldnt find the crack. i shall be taking photos of the crack when it is due to go back in so they do know where it is this time as water is getting into the front locker.

 

[BeemerMal]

I agree with the comments made by Valarie. Also don't expect the dealer will be able to do any major warranty work when the van goes in for sevice without first advising them of the additional work needed under warranty.

We had a number of, mainly minor, problems due to poor build, design or installation by Swift on our Abbey Spectrum. It amased me how some of these faults got through the factory inspection but from what we read others experience numerous faults so it seems to be par for the course for many caravan manufacturers.

The most serious fault we had was a broken washbasin that split around the drain point within a few weeks of delivery. I contacted my dealer with a complete list and sent their Service Manager digital photos of the visible faults and when it went in for repair they had the parts available and we had no problems getting the faults rectified.

 

[ProfJohnL]

Hello Steve,

The problem you describe seems to point to either faulty materials or workmanship. In which case they are the undisputed responsibility of the seller, as defined by the sale of goods act.

As has already been pointed out that might be you finance company or dealer. Note this is not the responsibility of the manufacturer, and thus the manufactures warranty or opinion has no bearing on the issue.

As other have said, report the problem in detail to the seller, and advise then you expect the repairs to be fully carried out in accordance with the sale of goods act.

If the seller comes back and says the manufacture wont cover it, go straight to your solicitor and seek advice about the sale of goods an how it applies to this case.

Remember the manufacturers opinion is not binding on your contract

 

[stevecritchlow]

Thanks for all your repsonses so far, some. Very interesting stuff.

To summarise what has been said, you think that faults on new caravans aren't that rare, but generally Swift are OK at warranty claims for genuine faults??

I certainly understand the importance of getting the mastic fault put right before anything more serious occurs, hence my questions here. But what about John L's comments just prior to this one about the dealers responsability? I've booked the van into my local Sterling dealer for its first service and warranty check, but this is not the delaership who sold the van to me. Is this a mistake?? Don't want to waste any precious time and money!

Steve

 

[BeemerMal]

Steve....No it is not a mistake to have your van serviced by another dealer (although many don't like to deal with warrenty work for vans they did not supply) The dealer servicing your van may carryout warranty work, if approved by Swift, but I don't think you will get the same service of that provided by the supplying dealer, who you purchased the van from, because under "the sale of goods act" your contract is with the supplying dealer and not with the servicing dealer or Swift.

I suggest you talk to the dealer who is going to service the van and ask them if they will carryout the warranty work.

Unfortunately, in my opinion, the caravan industry is way behind the motor industry because if you buy a car that needs to have warranty work carried out it is accepted practice to take the vehicle to any franchised dealer for that make, who will carry out the work without question. Good luck.

 

[Hamer_5041128]

Steve,

I would say it is a big mistake. Your own dealer is responsible for the warranty work. Any other dealer will most probably refuse to do the work and direct you to your own dealer. It sounds as if your warranty repairs could be a big job, and god forbid if any further mastic problems should arise from other joints in the future you will need a good relationship with your dealer. It is not a good starting point if the caravan has been serviced by another dealer.

Hamer

 

[rob_jax]

Hi Steve,

This is a summary of the findings from the 2005 Caravan Club Quality and Reliability study

The overall quality and reliability of each brand is rated out of a maximum score of 100. With the notable exception of Vanmaster, all the UK manufacturers scored in the 80 to 85 range. However, the four foreign brands surveyed: Eriba, Burstner, Hobby and Hymer, all scored around 94 - 96.

Overall Satisfaction ratings

Rank Manufacturer 2005 Rating (%)

12 Abbey 83.0

13 Ace 82.6

16 Avondale 81.4

8 Bailey 86.3

17 Bessacarr 81.2

11 Buccaneer 84.0

3 Burstner 95.8

7 Coachman 91.0

18 Compass 78.9

15 Elddis 81.4

4 Eriba 95.5

19 Fleetwood 78.4

6 Hobby 94.0

2 Hymer 95.9

14 Lunar 82.3

9 Sterling 84.9

10 Swift 84.6

1 Vanmaster 97.8

5 Other (imported) 94.2

The caravan clubs view was: Given the higher level of user satisfaction with imports, this has pushed up the overall ratings. This aspect should start alarm bells ringing at our domestic producers. If foreign caravan manufacturers can come up with higher satisfaction ratings (all in the 90% - plus range) then the UK has to match that or face the eventual draining away of its previously loyal customer base.

Put in more simple terms 15% to 20% of British built caravans are in some way defective vs. 5% of foreign caravans

Robert

 

[ProfJohnL]

Hello Steve,

Further to your comment, and for clarification, You have legal rights afforded to you when you purchase anything from a retailer under consumer legislation. These rights cannot be avoided by the seller they are cast in stone. See:-

http://www.dti.gov.uk/consumers/buying-selling/sale-supply/sale-of-good-act/page8600.html
For this reason you should be dealing with your seller - not another dealer.

This legislation exists exclusively between the seller and the buyer. And the seller cannot pass on that responsibility to any third party. The manufacturer is only involved if you purchase direct from them.

If the problem is identified as a fault that would have existed at the point of sale, caused by faulty design, materials or workmanship, than the seller is entirely responsible to you as they have failed to supply a product free from defect.

If the product has failed in normal service (and not necessarily within just one year) the product may be considered not fit for purpose.

If in the eyes of the legislation you have been supplied a faulty product, the seller (not the manufacturer) is liable to supply an appropriate remedy.

For some items (like caravans, cars and electrical goods etc) the seller may try to say "I will need to get the manufactures opinion on this" - and then afterwards say that 'the manufacture won't cover this under warranty' This is irrelevant, as your contract is with the seller not the manufacture, and therefore the manufactures opinion has no relevance on your claim against the seller.

Retailers must be prepared to support the products they sell, that is a risk of retailing, and when a sale goes wrong or a product liability issue arises they should have product liability insurance to cover it if the manufacture won't play ball.

If you genuinely believe that the product should not have failed in this way in the time you have had it and is not the result of abnormal use or deliberate maltreatment, then it is a matter to be pursued with the seller.

If your seller is not being helpful in this matter - seek professional legal advice.

 

[paul_374341062]

we bought a new sterling eccles opal in may 2007 at 2 months old it started blistering round the grab handles we had thisrepaired poorly by our dealer who left grab handles loose and paint work like sandpaper also front windows dont fit flush. bathroom trims coming off. cloth trims round main lights and clock coming off again replaced by dealer centre trim left hanging off .crack apeared round grab handle repaird by dealer when tightening handle crack apeared even bigger can anybody give us some advise of what we can do thanks paul.

 

[trucker]

Paul there is a lady from the swift group who regually views the posts and also replys to some as well. Wait till monday and see if she responds. The least she could do for you is get your dealer to sort the problems out, I would go for getting the van back to Swift to be checked over fully as the problems you have encountered are unaccepable.

Good luck

Kevin H

 

[Hamer_5041128]

Paul,

Can you take digital photos of your problems? If so take the photos and send them to Swift with a full report of your dealings with your dealer. I am sure Swift will not want such an Incompetent dealer selling their caravans. Also send copies of the photos and the report to the dealer informing them of your actions. If you cannot take digital photos if possible find a friend who can. Dealers who are so incompetent should be named and shamed. Give us a clue as to the dealer. Untill certain dealers are named and shamed industry standards will never improve. If magazines are serious about improving standards in the industry they should start to give caravanners support

Hamer

 

[ProfJohnL]

Hello Paul,

I am sure you will have read the other posts on this thread.

In the case of poor workmanship or materials, the onus is definitely on the seller to correct the problem. They must supply goods fit for purpose and free from material, or faults as the result of unsatisfactory design or workmanship. At the point of sale.

Now in your case you have already allowed your seller to repair and in your opinion the work has been less than satisfactory. You must tell you seller that you are not satisfied with the work, and insist that it is put right to the standard defined by the manufacturers specification.

If the seller is incapable or not prepared to do the work, then yes, by all means advise the manufacturer of the situation, they may be able to bring some pressure to bear, but do remember that the manufacture actually has no jurisdiction in this matter.

If you are still dissatisfied, then seek professional legal advice about suing the seller against the cost of having the repairs done correctly.

If the manufacture offers to do the work, then insist that seller must be responsible for any additional costs of transport etc to the repair site. Also insist that all warranty is still fully valid.

These are your rights, they are not a gift.

 

[donaldson35]

reference your swift warranty i gave my dealer my ace back in mid november with 20 faults ..the finish of the ace was awfull and i still dont have it back the dealer is citing delivery of parts as the problem ..i,m just so dissapointed in the swift group...there not helping and i really only get the opinion that they really dont care !!..ohh and the problems ..everything from leaky windows to damaged panels with holes in them.....and i thought i was getting a new van ??

 

[mealsonwheels]

Steve, Paul & Brian,

Swiftgroup take their customer service seriously and are the only caravan manufacturers who regularly monitor and act positively to any problems aired on this forum. A lady by the name of Kathy will no doubt respond to each of you. Kathy and her staff have been away, working at the NEC and from her past experience with this forum, she will no doubt want to fully investigate these problems for you when she is back.

 

[ValA.]

We've never had any problem with our dealer sourcing spares from Swift, nor with delivery times for the various parts we've required (and they're not even a Swift dealership, they just maintain our caravan). I would add that the problems have not been due to faults with the van, but a damaged basin which I caused, a cracked shower tray caused when a heavy object fell on it, and damage to the bodywork and awning rail after various incidents on campsites. Swift have also responded very quickly to a problem we had when our van was nearly new and the part was covered by a warranty. Really I can't fault them, and I'm sure if you contact their customer services department (as said, backed up with photographic evidence if possible) that you'll get a prompt response.

 

[SwiftGroup_374327846]

Steve

Please contact us and we will get in touch with your dealer. It may be that the seal has not broken and it is a cosmetic issue.

You can contact us by email enquiries@swiftleisure.co.uk or by telephone 01482 875740.

When you contact us please tell us that you are Steve from this forum so that we know who we are talking to.

Thanks

Kath

 

[SwiftGroup_374327846]

Paul

I have created a new post by mistake.

Please contact us with your details so that we can investigate with your dealer.

By email enquiries@swiftleisure.co.uk or telephone 01482 875740

Regards

Kath

 

[SwiftGroup_374327846]

Brian

It should not take months to get your van sorted out. Please contact us so that we can find out the problems with the delays.

By email enquiries@swiftleisure.co.uk or phone 01482 875740

Regards

Kath

 

[AndyR1]

Brian

It should not take months to get your van sorted out. Please contact us so that we can find out the problems with the delays.

By email enquiries@swiftleisure.co.uk or phone 01482 875740

Regards

Kath

Hi Kath,

I was in correspondence with one of your collegues during January. The problem was regarding a "cold spot" which had caused bad condensation and subsequently the laminate floor had lifted in the rear near side corner (inside the wardrobe Ace Jubilee Equerry). I have had no confirmation from Swift that they will hounour the warrenty once this runs out in May if this problem does not dry out or gets worse. I am waiting for a second damp check to be done at its service in March.

Andy

 

[Dustydog]

Brian

It should not take months to get your van sorted out. Please contact us so that we can find out the problems with the delays.

By email enquiries@swiftleisure.co.uk or phone 01482 875740

Regards

Kath

You lucky guys,

QAt least Swift's Kath is showing willing to reach a resolution.

More than can be said for the poor chap with 44 faults on his Fleetwood.

It really would be an excellent piece of PR if the other manufacturers also responded to questions on this forum.

Maybe Nigel Donnelly at PC mag knows why there is a stoney silence from all but Swift????

Cheers

Alan