Swift - obtaining spare parts

[Beachball]

Update - no further further progress on obtaining these parts, except an email from Swift asking for the order number from Lowdhams as apparently this is the only way they can access the order information, which I find hard to believe as the first person who spoke to me from Swift found the order by accessing the address of the person who sent in the order. I replied with all the information I had but no response to my email since last week. We cannot get through to anyone at Lowdhams in the parts department as they are all busy! So motorhome has now been out of use for nearly 2 months. So frustrating - I find it so difficult to understand how firms can be so inefficient.

Thanks for keeping us updated on this matter i hope it is resolve soon

 

[Buckman]

How old is the motorhome and when did you buy it?

 

[J McDowell]

Hi
It is 3 years old and we bought it last year.

 

[Buckman]

I am wondering if you have an recourse with the insurance company as surely it is their responsibility to ensure that the repairs are done within a reasonable time?

 

[J McDowell]

Good idea - I think if we don't hear anything this week, then that will be our next move. Thank you

 

[Dustydog]

Is the cracked door frame and sill part of the Swift coach built section or the vehicle manufacturers OEM parts?
If the former can’t you enter and leave the MH via the front doors and still enjoy it whilst waiting for the parts assuming it is still safe and water tight. Seems these are very specialist parts that even Swift use on a just in time basis😥😥

 

[J McDowell]

I wish I could do this but we are afraid the crack in the door frame may allow water ingress so are reluctant to use the motorhome. The farce with the parts continues - I received an email from Swi ft last week to day that the parts were being dispatched to Lowdhams on Thursday but we have been trying to get hold of Lowdhams - who do not reply to answer the question as to whether the parts are in. All you can do is leave a message as they are all busy - however no one from Lowdhams ever returns the phone call.

 

[Dustydog]

Time to think outside the box. You know the name of the Dealer. Check them out on Beta Companies House. You will discover a family name. Write to one of them “sign for post” setting out your concerns. Note one of them is also a Director of the National Caravan Council! Forum rules preclude me from mentioning names. Hope this helps to get a result.

 

[Mel]

Don’t suppose you live close enough to Lowdhams to just turn up and not leave until you get an answer?
Mel

 

[leejohny653]

Thanks for this advice..

 

[JezzerB]

I think I would be following Mel's advice. A sit in at Lowdhams perhaps.

 

[Beachball]

I wish I could do this but we are afraid the crack in the door frame may allow water ingress so are reluctant to use the motorhome. The farce with the parts continues - I received an email from Swi ft last week to day that the parts were being dispatched to Lowdhams on Thursday but we have been trying to get hold of Lowdhams - who do not reply to answer the question as to whether the parts are in. All you can do is leave a message as they are all busy - however no one from Lowdhams ever returns the phone call.

i have put Lowdhams on Facebook why don"t you send them a message that way you have nothing to lose good luck

 

[J McDowell]

Hi
An update on the situation - we went to a different dealer who was prepared to repair the motorhome and honour the trade in price for an upgrde to a nearly new motorhome that was given before the accident. We now have a virtually new Aurosleeper and have vowed never to buy another Swift. I am hoping that if we ever need to use it that the customer service is better at Auto sleeper than Swift- although I dont feel it could be any worse! Thank you for all your advice and now I am looking forward to a few trips away.

 

[Beachball]

Hi
An update on the situation - we went to a different dealer who was prepared to repair the motorhome and honour the trade in price for an upgrde to a nearly new motorhome that was given before the accident. We now have a virtually new Aurosleeper and have vowed never to buy another Swift. I am hoping that if we ever need to use it that the customer service is better at Auto sleeper than Swift- although I dont feel it could be any worse! Thank you for all your advice and now I am looking forward to a few trips away.

Great News i hope you enjoyed your Newish Auto-sleeper

 

[RogerL]

I’ve never rang a car maker for parts why should a leisure vehicle maker deal directly when they have established dealer networks. It’s the dealer that you should be pressuring to move things along.

At various times, I've contacted Hyundai UK and Volkswagen UK when my dealer was struggling to obtain parts - just treated it as a complaint and it certainly focussed their attention and speeded things up.

Refusing to deal with customers is poor customer service - but what we've come to expect from the caravan industry.

 

[otherclive]

At various times, I've contacted Hyundai UK and Volkswagen UK when my dealer was struggling to obtain parts - just treated it as a complaint and it certainly focussed their attention and speeded things up.

Refusing to deal with customers is poor customer service - but what we've come to expect from the caravan industry.

I think I did understand your very similar comments in your post #7. And my family think I’m getting forgetful.

 

[RogerL]

I think I did understand your very similar comments in your post #7. And my family think I’m getting forgetful.

I apologize for answering twice but the forum software included your original post under "what's new" today when I signed on - at least I didn't contradict myself!

 

[Jez Bragg]

Can anyone advise me how to get hold of someone to speak to at Swift Leisure? Unfortunately we damaged out motorhome in early June and the company repairing it has ordered parts from Swift. However the lead time on this was initially a maximum of 30 days which has now passed and no parts have been sent to carry out the repair. I cannot find a way to talk to someone at Swift - I have used their customer services email system but had no reply.

Over a year later still serious issues getting spare parts: I need a electronic dump valve for 18mth old kon-tiki and leadtime is over a month.
Jason (Swift Customer Service) says: "Lead times do vary with each supplier and some suppliers have experienced supply chain issues which is out of our control"
It would seem Swift do not stock spare parts for after sales customers but order as required.
Law requires: "Manufacturers are obliged to have parts to repair their products for 10 years after the product is no longer manufactured."
Could Swifts failure to stock spare be a breach of the law?

 

[otherclive]

Over a year later still serious issues getting spare parts: I need a electronic dump valve for 18mth old kon-tiki and leadtime is over a month.
Jason (Swift Customer Service) says: "Lead times do vary with each supplier and some suppliers have experienced supply chain issues which is out of our control"
It would seem Swift do not stock spare parts for after sales customers but order as required.
Law requires: "Manufacturers are obliged to have parts to repair their products for 10 years after the product is no longer manufactured."
Could Swifts failure to stock spare be a breach of the law?

Not really as the "law" does not specify the timescale and would undoubdtly have to recognise problems in global supply chains. Not to do so would force makers to increase their own stockholdings at increased cost. Plus each manufacturer of caravan or motorhome would have to do the same. It would be good business for the part's originals supplier though. The Right to Repair law does not cover items such as a motorhome/caravan, but may cover their constituent parts if they come under the law. See below. A lead time of only one month is pretty good by most standards applicable to leisure vehicles., and many other items. My wife had new recliner in January 2022, delivered in July. It broke on first use and no parts are available so a new one is due for delivery January 2023.

The Right to Repair law only covers certain categories of appliances viz

British right to repair law goes into effect today but doesn't cover smartphones or computers

A British right to repair law has gone into effect from today... but it doesn't cover smartphones or computers. Read more here.

www.xda-developers.com

.

 

[Jez Bragg]

Not really as the "law" does not specify the timescale and would undoubdtly have to recognise problems in global supply chains. Not to do so would force makers to increase their own stockholdings at increased cost. Plus each manufacturer of caravan or motorhome would have to do the same. It would be good business for the part's originals supplier though. The Right to Repair law does not cover items such as a motorhome/caravan, but may cover their constituent parts if they come under the law. See below. A lead time of only one month is pretty good by most standards applicable to leisure vehicles., and many other items. My wife had new recliner delivered in July. It broke on first use and no parts are available so a new one is due for delivery January 2023.

The Right to Repair law only covers certain categories of appliances viz

Note I did not refer to right to repair law.
So Swift have stopped manufacturing caravans/motorhome?
They can obviously obtain parts to manufature more caravans/motorhome, why not some to support owners of previously sold caravans/motorhome.
1 month is not acceptable, if a part failed on your car and repair took a month would you accept that??
As for chair get refund and buy one from someone else.

 

[otherclive]

What law are you specifically referring to then?

Cars are a completely different product compared to caravans and motor homes given the scale of manufacture, and supply chains. Although even cars have parts that are not readily available. My previous car, a 2014 Subaru Forester had a rear spring fail earlier this year. The main dealership could not give any delivery date for a pair of replacements as their supply chain was being affected by the impact of covid. So I sourced some non OEM replacements and had them fitted. Could you try that approach?

The chair is a different issue as it can still be used albeit with a footstool, we have had a partial refund and when the new one arrives it will have its five year warranty reinstated. So we are happy to wait.

 

[Jez Bragg]

There are multiple references, ACEA for example.
Manufacturer not specific.
Maybe simplest if you restrict responce to subject and add not random additions.

 

[otherclive]

There are multiple references, ACEA for example.
Manufacturer not specific.
Maybe simplest if you restrict responce to subject and add not random additions.

ACEA is a manufacturers association, not a law. What is the law referred to in your first post? Are Swift a member of ACEA? Or is the base vehicle manufacturer responsible for the problem part.

 

[RogerL]

ACEA is a manufacturers association, not a law. What is the law referred to in your first post? Are Swift a member of ACEA? Or is the base vehicle manufacturer responsible for the problem part.

Swift aren't a member of ACEA https://www.acea.auto/acea-members/

 

[Jez Bragg]

ACEA is a manufacturers association, not a law. What is the law referred to in your first post? Are Swift a member of ACEA? Or is the base vehicle manufacturer responsible for the problem part.

Apologies, wrong choice of words, "Code of practise", but bottomline Swift are selling caravans/motorhome that within the warranty period are unsable.
They are not providing spare parts, in what I would consider a resonable timeframe.
If your you car was off the road with a faulty alternator and the dealer said "Ford" don't make that part it will be a month from the actual supplier!! Is that acceptable to you??
Scale of manufacture is irrelevant Swift sell them they should ensure prompt aftersale repairs.
Swift claim to be the leading manufacturer, making them is only the start of their responsibility.
If they can't keep those they have already sold on the road they should stop selling more.