What would you do?

[BernardinTring]

I am absolutely livid and this is an understatement.
This afternoon collected our 2007 Coachman VIP 460/2 from the dealer where it had been for its annual service. I had requested the replacement of the door catch as the plastic retention nib had broken. Paying the grand sum of £292.19 in the process.
Securing the van in storage on our return I noticed to my dismay and utter disbelief that in a nice wood veneer panel above the dresser unit, conveniently drawing ones eyes to it, are now two protruding screw ends where some idiot has fixed the new catch to the outside using screws which were too long and going right through from the outside to the inside and then trying to cover this 'indiscretion' with two white plastic domes one of which had fallen off in a journey of some twenty-five miles. Needless to say this was not mentioned to us prior to leaving the dealership
I have raised this with the dealer supplying photographs and his reply is awaited.
We have kept out van in pristine condition and now feel thoroughly demoralised. What remedies or solutions to this 'vandalism' are open to us?

 

[Parksy]

I would be equally livid!

The next step is to await the service managers response, the dealer should supply and fit a brand new matching replacement veneer panel at their expense.
When the service manager acknowledges that they are at fault and offers an abject apology followed by a solemn undertaking to replace the affected panel ask them to write to you and to give a date when the damage will be rectified to your complete satisfaction.
This sort of cack handed workmanship is completely unacceptable and has been compounded by the failure of the labourer (one couldn't label this person a qualified engineer or even a fitter) to do the decent thing and own up like an adult.

 

[ProfJohnL]

Hello Bernard,

I concur with Parksy, but in addition keep a record of all correspondence and telephone calls etc. always get the name and position of anyone you talk to about it.
On a general note, I can fully understand your dismay at finding the poor workmanship, but please try not to let your emotions get the better of you, keep as calm as possible to avoid inflaming the situation.
Lets hope the dealer plays ball but if not, don't be afraid to contact trading standards and take advice from Consumer Direct regarding substandard workmanship.

 

[Lakey]

Empty post (likely not intentional - probably an Internet Explorer issue!)

 

[Parksy]

FAO Lakey
Your text has failed to appear because you are using a web browser with obsolete coding.
Please read through the instructions to rectify this by Clicking Here
Better still, switch to an up to date web browser such as Firefox or Google Chrome

 

[Timbo1]

Hello Bernard,

If you search "dogs breakfast" on this forum for a post made in July 2008 you will see we had a very similar situation occur withour brand new coachman.

I really can't remember now whether it was the dealers or Coachman who stumped up to make good the damage - I know it was Chichester Caravans, the dealers, who undertook the actual work. Nevertheless it was done to our satisfaction and a new panel was installed so the message here is don't give up. It took a lot of threatening and cajoling, many emails, unanswered phone calls from Coachman etc. but we got there in the end. Its such a shame that Coachman's Customer Service is so dire, unfortunately I still love my caravan and would buy Coachman again.

Good luck.

 

[BernardinTring]

Many thanks to those forum members who have responded and have checked back at the Dogs Breakfast post of July 2008, it is really unbelieveable that individuals can be so crass. Thanks for the support shown in 'this hour of need'. Unfortunately it goes from bad to worse. Remembering that this service cost just under £300.00 my original post did not include a full list of 'problems' encountered when the van was collected and placed back into storage
1) In addition to the screw holes in the veneer of the bodywork the door too has suffered from using too long a screw and whilst not protruding as much the inner skin has been pierced
2) The tyre pressures are recorded on the service sheet as 45psi. The manufacturers stipulation is some 54psi. An actual check reveals 55psi with the spare at 58psi.
3) Flush water was left in the bowl of the toilet with the blade in the closed position.
4) Flush water was also left in the supply tank to the toilet. Despite me always draining down the system each time I leave site.
5) The Status Ariel was not left in the road travelling position as required.
6) The Status Booster was left on again despite being turned off when delivered to the Dealer.
7) The kitchen vent was left in the open position. Pointed out by one of the Dealer representatives when we were in the outer yard and about to leave the premises premises.
8) The fridge was also left on.
9) When preparing to leave it was noticed that the battery box had been left unlocked although in the closed position.
10) When I switched on the Master electric switch, the radio blared out having been retuned to Radio 1.
The Dealer has acknowledge the representations made and assured me 'this is not the standards we aspire to'. I have also received an assurance that they will resolve the issues. Currently conducting an 'investigation'.
I am beginning to feel that somehow I am at fault in this quite what do you check when leaving following a service? |However I do have to say I now have absolutely no confidence in the quality of the 'hidden' aspects of the service, for example, work carried on the brakes, damp readings, checking other mechanical aspects, hitch etc.
Again many thanks. Sorry my first attempt at a picture!
Bernard/sites/practicalcaravan.com/files/images/small_IMG_7308_0.jpg

 

[ProfJohnL]

The Dealer has acknowledge the representations made and assured me 'this is not the standards we aspire to'. I have also received an assurance that they will resolve the issues. Currently conducting an 'investigation'.
I am beginning to feel that somehow I am at fault in this quite what do you check when leaving following a service?

Hello Bernard,
There is no possible way you are at fault, for the activities of the service centres poor work. I hope that restores your self esteem.
Obvoiusly we only have your side of the story, but it is pretty clear the work was not to a competent standard and the service centre is entirely responsible for the actions of its employees when working on clients property.
Like you, the law expects companies that set themselves up as specialists in a particular field such as caravan service centres to utilise personel that are competent to carry out agreed work. It is the service centres fault if they fail to use a competent person, and by using incompetent persons who fail to complete the work to a satisfactory standard, they are in breach of contract, and you would be perfectly entitled to charge them for any costs (Time, phone calls, letters, fuel to tow the caravan to the repairing centre etc.) you incure in having thier faulty work rectified.