Not a good first two weeks as a Beginner (1 Viewer)

[Giddy Lynn]

Well its two weeks since picking up my Motorhome from Lowdhams and I wasn't going to post about how the demo went but I feel now they have sold me the Motorhome knowing things were not right and I am a bit peed off. Its a long one so get a cuppa!

We were told not to be late as we had our slot for the first of the day and if we were late they would have to cut our time as other customers were booked in. We got there on time but was told it wasn't ready due to not having the side window blinds to the cab sorted (there were none fitted). We waited over 30 minutes after our scheduled time before we were called and the demo began with the Salesman covering the cab first. Unfortunately along with the salesman the demo employee had not been with the company long and as I found out later I had been given incorrect instructions such as the aerial did not go flat and grey waste is just emptied on the floor under the motorhome!! The salesman didn't even know that the leisure batteries charged as the MH was running (that much I had learnt from the forum, so was able to advice him). Time was moving on and the salesman had to see his next customer but I asked him to show me how to work the alarm and the reply was 'just have a play with it', then he went. The water heater was not even shown to us until I saw another salesman and asked what it was. I am annoyed now that I was put on the spot and asked how I would grade them on the demo, well on reflection knowing what I know now, I would have said not brilliant. Unfortunately I said very good! What really annoys me is that having got home and going slowly over all the little switches and gadgets I found that I had been misinformed how the heating worked, the radio did not work at all and the alarm did not work as it should.

In Lowdhams defence I phoned them up and the works manager sent a technician (he lived close by) to look at these matters. He showed me how the heating worked but the radio needed replacing and he couldn't help with the alarm.

The next disaster (8th Nov) was my partner was reversing it out of our tight drive and caught the MH on the gutter and it punctured the side of the MH! So, phoned Lowdhams (9th) and said I needed to book it in asap due to rain possibly getting in this hole. Booked it for Tues 10th Nov and a finished date approx 16th. They were also going to fit new radio and check alarm. Today 14th I have had a call to say it won't be ready on the 16th as the alarm will not work correctly and cannot be reset to factory settings so may need a new alarm. Also they are waiting for new parts for the other problems. That did not matter too much because I wanted the hole filling in as priority but that has not even been done. So for 4 days its been rained on, I was concerned that damp would get in . I did make a comment to Lowdhams that they cannot say my warranty is void because they have not dealt with the hole when it had clearly been marked on the report as priority. I insisted they put it under cover but they don't have room so they have put a cover over it.

So that is my MH experience as I said not a good first two weeks. Sorry its long but I needed to vent.

 

[ceejayt]

I remember picking up our first motorhome, an N and B Flair, from Hymer in Blackpool (gladly now gone!). Handover by someone who had started with them the week before and had no idea, only one ignition key as the other one was the wrong one and we were abandoned to back out onto a main road on our own. A year of problems followed and wasted trips back to the dealer. Can feel my blood pressure rising as I right this.

No such problems with our last vehicle recently traded in for a new vehicle from the same excellent dealer.

 

[barsteward]

Unfortunately, from my experience with Lowdhams, I would have to say you are wrong.

Having said that, I had a very comprehensive and unrushed handover from them . However, the service section there are abysmal. Also their insurance-based warranty means you end up having to justify/argue your case for anything that goes wrong. Would I buy from them again? No!

I would say the same.

As for their insurance, It would appear when "push comes to shove" there is a clause inside a clause that excludes anything you need to claim for. So far in my experience not worth the paper its written on.

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[Badknee]

We bought our P&J from Stuart Longton in Chorley and must say that the PDI wasn't great, over the first six months we were back three times for jobs to be done that perhaps should have been sorted on a good PDI. I must say they didn't moan and groan or argue in any way whatsoever and the things were done well and quite quickly but IMO should have been done before we picked it up.
I think what they all do is get it out of the door asap without doing anything to them and fix any faults the new owner finds, if they don't find some of them they have saved money.

 

[Judge Mental]

It's part of the UK disease... Lack of training, not putting enough resources into a business. We simply don't train our young, have not for years! preferring to import our nurses, plumbers, electrician's etc...from overseas.

 

[Eddystone]

Does anyone following this thread know if the experience and service has improved at Brownhills?

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[Mother Ship]

We had an experience with Lowdhams on our previous van that we wouldn't want to repeat and would not buy from them again. The sales side were fine whilst selling us the van. We ordered a new Laika Rexosline 600 from them after seeing a larger Rexosline at NEC show in 2009. When it eventually had been delivered to them from Italy (months after due date) we were picked up by them at East Midlands Airport to collect van and stayed on site first night. Luckily our first trip was not venturing too far - a visit to relatives in Yorkshire. Within half an hour of driving we lost all power on motorway. On phoning them they did not want to know and told us we should not have rung them but rung Fiat. We were escorted by Fiat breakdown to Yorkshire (2 more losses of power on way) and the van was looked at by Fiat dealer, it transpired needed reprogramming and they couldn't do it. We returned to Lowdhams who took it begrudgingly to Fiat dealer near them. We returned to Jersey with it and a month later the clutch went and bubbling appeared on the paintwork of skirts at the bottom. Although none of this was Lowdhams fault they did not want to help us at all with warranty claims and their after-sales team were not at all helpful. All phone calls that they said they would get back to us, they didn't. It was all very time consuming and frustrating and all warranty work was done in the end not through Lowdhams. Never again!

 

[Peter & Elaine]

We got ours from lowdems and the Handover was spot on
As long as we needed even left us to sit in it for half a hour to look around before coming back with cups tea while we sat in van to sort out paper work
After that I don't know what they are like as the few small problems we had I sorted myself

 

[peterc10]

This forum has a review section for motorhome dealers and you should use it to leave feedback on Lowdhams if they are that bad. they only have one review and it is awful, so add to that one. I used it when I was thinking of buying our new mortorhome. The dealer )Becks) got generally good reviews so I felt happy committing to them.

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[Giddy Lynn]

OMG all these comments about Lowdhams is very worrying. It was the Huddersfield dealership were we purchased. The most annoying or gullible thing I did was to let them push it through by the 31st Oct for their sales figures, which only gave it a week to turn it around. I thought I was being kind to the salesman grrr! What I don't understand is they said they will be contacting me in a couple of years to sell me another one!! Surely they are not that thick that if customer service from sales or service is not good, then they are not going to get future sales!

 

[Giddy Lynn]

This forum has a review section for motorhome dealers and you should use it to leave feedback on Lowdhams if they are that bad. they only have one review and it is awful, so add to that one. I used it when I was thinking of buying our new mortorhome. The dealer )Becks) got generally good reviews so I felt happy committing to them.

Hi good idea, yes I will leave a review but will just wait until I see what the outcome is before I post.

 

[32143]

Does anyone following this thread know if the experience and service has improved at Brownhills?

Nope appalling

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[Big Nick]

We didn't get much of a handover but to be honest I quite like finding out about stuff myself so if it stops working I have a few ideas as to what might be wrong with it.

I think you were perhaps expecting a lot to get the accident damage repaired immediately and they do seem to have taken it in quickly and covered it up so are trying to help you with an issue not of their causing.

Personally I wouldn't let a dealer fit an alarm and would prefer a specialist as if they've used a third party fitter then that issue may be out of their hands

Best to chill out and accept that many motorhomes have teething troubles early on and further issues during ownership as after all there's a lot to go wrong!

 

[Badknee]

Best to chill out and accept that many motorhomes have teething troubles early on and further issues during ownership as after all there's a lot to go wrong!

Sorry but I don't agree, a good PDI should check everything, fridge works on 230v, 12v, gas. The same with heating, cooker, water heater, water pump, and the list goes on. Everything on board should be checked.

 

[Derbyshire wanderer]

After years of working alongside the motor trade, there's no way I would take anything a salesman says as being correct. That's not to say they actually are lying but they will tell you what you want to hear or if they do not know will say what they think the answer is. Never have I had the response 'I'll find out and come back to you'.
Without a doubt, I want the manuals as part of the deal and if they have not the originals like one that was lost for the heater on my new van, I insisted that they found one. Reading after they have done the handover will show many things you and they did not know about.
As for after sales and quick parts availability or getting things fixed quickly, I think the industry is in the dark ages. Not always the dealer, not always the manufacturer but between them you can lose weeks or months for some small repairs what a car repairer would have done the same week you asked them if it was the car that were faulty. Just because it's a motorhome??

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[Big Nick]

Sorry but I don't agree, a good PDI should check everything, fridge works on 230v, 12v, gas. The same with heating, cooker, water heater, water pump, and the list goes on. Everything on board should be checked.

They haven't mentioned any of those things and neither did I ?

 

[GeebeeJaybee]

Really feel for people who have a bad experience. It can marr the whole thing.
We bought from a small second hand dealer and had a great handover (2 hours). Any little niggles sorted without question on the first one at home by a mobile bloke they sent.
Just changed MH with same dealer - there are a couple of issues we have found on using it that they would not have found on a forecourt (grey waste won't shut off, light fitting wont open etc) and they have said drop it in if we can and they will do them all at once - they will need a couple of days though. No probs.

 

[Badknee]

They haven't mentioned any of those things and neither did I ?

When we went to pick our up from the dealer I had a quick look around while he answered the phone on my own, spare wheel, Jack, gas bottle etc. no gas bottle. I mentioned this and was told 'oh we don't put gas bottles on them' ok says I then how did you test the gas appliances fridge, fire, cooker? Ah, says he 'I'll go and find one', yes you f'kin well will thought I.
Everything worked well but I didn't know that and neither did he I don't think, switches, what do they do? Check all the knobs buttons and warning lights, ask questions, what's that for, how does that work?
We were tuggers for twenty odd years so knew most things but testing them all is a must.

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[Debs]

Third item down........

 

[Reevsie]

Does anyone following this thread know if the experience and service has improved at Brownhills?

I bought a Swift Kon-tiki from them 6 months ago. The handover was okay but there was a lot to take in. So I stayed two nights and any problems I had were dealt with straight away.
Found a few snagging items whilst I stayed there and all were seen to straight away. Over the past 6 months I have had a few more problems and all but 2 have been rectified as I will only go up when it is convenient to me.
Up to now I am very happy with Brownhills and I would have no hesitation in buying from them again.

 

[Reevsie]

Nope appalling

What problems have you have with Brownhills?

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[Camdoon]

I bought from Brownhills a year ago and my impression is the same as Reevsie. After every job the technician comes out and explains what he has done. There are a couple of snags which we agreed were too much bother to fix e.g. my fridge has to be worked via the handle rather than just pulling but I was quite happy with this rather than them pulling the van apart to rebalance the door/fridge.
Handover lasted a couple of hours and I had access to both old and new vans to allow transfer of gunk and was given as much time as I wanted to become acquainted. Being able to stay the night ensured we did not feel rushed and Newark is a pleasant enough town to while away a day.

 

[32143]

What problems have you have with Brownhills?

When they dropped van at our home, awning that should have been included wasn't there, instructions for the alarm were not in the pack. First test run realised as soon as set off kitchen cupboard door wasn't staying closed, it's a magnetic one, quick check with a magnet realised there was nothing on the frame to hold the door magnet and nothing within the frame was magnetic, contact them explain, no problem we will send you the missing magnet, strip of magnet arrives, sticky backed stuff, looked wrong as wider than frame sp telephoned, yep it's ok just peel off sticky paper and push onto frame. So we did left it 24 hours tested, first time we closed and opened strip came away from frame. Asked again, second time they sent a tiny 2cm metal plate said position in middle. Now we tested this before screwing to the frame no way it was strong enough to hold, 3rd contact. I asked these bits you are sending us the missing parts, not broken but missing are they from AutoTrail? Oh no I went down to the workshop and the lads came up with them. Really I inform you a part is missing from my brand new AutoTrail and you don't immediately contact the manufacture and ask for said missing part, you just invent your own work around? Well we were trying to help. Really well perhaps you could follow the correct procedure for a missing part. No joy gave up speaking to them. Contacted Auto Trail Grimsby, arranged to go to them for missing part, which was actually 2cm deep about 45cm long section which they fitted. Yes Auto Trail were at fault for missing it off, but Brownhills were incompetent in dealing with it.
Oven couple months later discover oven doesn't stay lit, we hadn't tested as it was summer, so some blame ours. As we were away arranged to go to a local approved repair dealership. They quickly diagnosed the fault and told us they had already had 3 other V-line with exact problem, known fault. Armed with this knowledge contact Brownhills to request a new oven. No you can't have a new one, you have to bring it to us so we can diagnose problems. We are away a long way from you a Thetford approved engineer has already diagnosed problems and it happy to discuss with your engineer over phone. No can't do that. Really can I speak to your customer care manager. Call back argued same have to see it in person, think ourselves lucky they have a spot to fit us in. Really lucky you say, now here's what is going to happen you are going to solve this problem, take ownership of it and do the correct thing, you are not serious going to continue to insist we travel several hundred miles when your engineer could just speak to our engineer, because if you are, my next call is to Trading Standards. Pause, ok will call you back. 1 hour later call back we have spoken with the engineer and know what the problem is, no need to travel just for us to repeat the process. Well thank you see what we have achieved by using common sense.

It goes on and on, fortunately due to my profession I understand my rights what they can and can't do and I'm confident, assertive and blunt enough to get things sorted out the correct way, not Brownhills version of the law. With the introduction of the new consumer rights act in Oct, hopefully as it's all now in plain English,everyone will be better armed to deal with the likes of Brownhills.
I knew they had a bad rep, but they had the van I wanted and as I said I above I know my rights so after getting a price that suited us used them.

Lin

 

[Reevsie]

That does sound horrendous. I have not had any bad experiences with them really. I have 1 warranty problem that they say is not faulty. Wind coming in the roof light but it is an easy fix if i need to do it.

Just read your blog. Great read. Hope Boston is okay.

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[peterc10]

We are picking up our new one up on Thursday. I have a page and a half of checks and questions listed so far! We will tick them off as they go. And my wife it planning to film the handover on the ipad so if we forget anything they say we can look it up.

 

[32143]

Lin,

That does sound horrendous. When was this? Was it before they changed hands or was it lately.
Miss was bought 6 month ago and luckily I have not had any serious issues and almost all have been dealt with.

It was this Summer. It wasn't that it was horrendous just very frustrating when you know the correct way to proceed and they blatantly try to miss lead and miss inform customers. They seem to think the magic word Warranty will create a fuzzy warm glow over their customers with no questions asked, the times I read about people constantly returning to have things fixed time and time again, giving up their MH (and other things) for weeks on end getting them returned still broken all because they hear the magic words it's under Warranty we can fix it. I haven't had anything done under warranty, it's still untouched and waiting to see if any major fault crops up which would require me to move to instant rejection. I think we are fairly ok now, and all our snags have been found and sorted.
Fortunately ours are only little things, had there been any significant problems I would have rejected with no hesitation.
I was trained to take ownership of problems and solve them, not hide mistakes or mislead and it still amazes me how many civvie companies try it on.
Plus I'm a bit bored since retired so any sign of a slip up and I'm there guns blazing.
Nige gets a bit embarrassed, but I always find a solution that's to my satisfaction, even when they try the you're being aggressive. No I'm being assertive and confident, look up aggression if you don't know the difference, blokes get embarrassed, and in the case of the female customer care manager at Brownhills, who thought she could keep using the word and get her way ended up red faced when after repeating it several times I asked, would you prefer me to twiddle my hair and giggle at you be a little girl or be a grown up?
Edit, Boston is doing well thanks 11 weeks fit free, the oven incident was whilst we were in Portsmouth with her, so I wasn't in any mood to be messed with.
Lin

 

[musson]

Hi i purchased a new bailey caravan from Lowdhams,the handover took about 20 mins,when I got to my storage the shower door had fell off so i started to look round the van found about 5 faults not to serious I could fix them myself, but they should have been sorted before collection.
Then I booked it in for its first service I check the van with my son when we dropped it off, when we collected it it had 4 small dents in the door,they said they were there when i dropped it off but said they would do the repairs at half price £85 I had no choice but have the repair done I have never used Lowdhams service again and never will.

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[Eddystone]

Thank you for the info on Brownhills. We have two funsters satisfied with them and Milliemobile with issues.
I was hoping for more positives since the changes there a few years ago.

Brian

 

[Giddy Lynn]

Update on repairs at Lowdhams;
So I have rung them almost everyday to keep on their back. Discussions have been:
Radio - because the van is only 2014 I have to take it to a Ford dealer to get the radio sorted! My argument is
a) I not only have manufacturers warranty but have Lowdhams warranty. Lowdhams Response: radios are not included in Lowdhams warranty. My Response was Mmmm..salesman says everything covered except consumables and wear and tear. Lowdhams say, I was misinformed! To quote, I said "well no surprise there then".
b) my next response was; I think when you buy something you expect it to work from the start, so you take it to Ford to get a new radio! Lowdhams say they will look into it!!

Alarm - Lowdhams struggling to make the alarm work (this was installed by previous owner/dealer). I asked for a new alarm to be fitted...Lowdhams response was it would have to be looked into as they didn't install it. Again my response...hello when I buy something I expect all parts to work. They have since agreed to install a new alarm free next week, but they say this is not usual policy.

The self inflicted (by partner, I might add) body damage has been repaired thank goodness. Just a question on this, would you ask for it to be checked with the damp meter?

So hopefully I will get it back next week when they will have had it just over 2 weeks. And then I will look to go somewhere in it for the first time yeah!