Please help - problems with startrail! (1 Viewer)

[Teasy2007]

Hi, we are in Spain and are experiencing problems with the motorhome - delivered just under a month ago - which Marquis have supposed to have sorted out!!

This is part of the report we have sent to Marquis. There are more problems, but the problem with the habitation battery and the constant alarms are the main causes of concern. This is not the wonderful new 2008 Motorhome we bought, or the stress free holiday we have been looking forward to. If anyone can suggest a solution we would be very grateful.

"When we picked up our Startrail we noticed that the rear view camera had not been installed as we had requested – to be on constantly and not as a reversing mirror. When it was returned, the camera worked fine but the step no longer retracted when we started the engine. This is obviously a safety hazard, we have already set off and not noticed until we were on the motorway that the step was still out. How could it leave your workshop without someone noticing that the step no longer retracted?

The motorhome was returned just a few days before we set off for France and Spain. We were assured that all the problems had been solved, that the motorhome had been on test and a new control panel had been fitted. We were stupid enough to believe this assertion and set off for Dover on the 5th September.

We spent the first night in France on an Aire, with no hook up, and the alarm sounded - habitation battery low 10.3. This was after we had travelled all the way down from Yorkshire to Dover! We then travelled to Marbouie the following day, another 5 hours on the road, the habitation battery was still 10.3. The water was showing red, too low, although it had been filled to the top. The fuses all showed as being blown. Michael disconnected the battery leads and checked them with a volt meter and with the engine running. The habitation battery was not being charged by the engine. At this point we rang Marquis who said to check the fuses, including those in the main cab battery section, Michael did and they were all fine.

We travelled all the way through France with no access to the normal functions of the habitation side of the motorhome, Chris had told us at hand over that the battery must not be allowed to go too low or it would be damaged, so we had No lights, No TV, no phone charging, not even the water pump, all we had was the alarm and the panel which was red.

We arrived in Spain on Wednesday afternoon, and are on hookup for the next 6 weeks, and thought that all our problems would be over! However they are not. We continue to have all the problems as above.

The only time the habitation battery is charged (we can hear the charging unit) is when the 12 volt system drops out completely and we lose all 12 volt power in the motorhome – this has happened on 3 occasions already since we have been in Spain, on 24 hour hook up. When the screen is tapped – repeatedly – the habitation battery can then be heard charging and the system can be turned on again. The water level then shows the correct level but only for a few minutes, before it reverts to the red screen and alarm! "

Ginny and Mike

 

[Peter JohnsCross MH]

Hi,

Sorry to hear of your problems, not sure if this will work but if you can remove the control panel and unplug it and then reconnect, it may reset itself, some of these panels can get their knickers in a twist!

Peter

 

[mondo]

We had exactly the same problem with our Startrail last year in France it turned out it was the actual charger itself..we too got the alarms bleeping late at night when the batteries were discharging..Luckily ours would recharge itself when the engine was running..on our return we had to have a new one fitted on a warranty claim done through Baldwins in Halifax via Swift which dragged on Eight..yes Eight weeks eventually refitted and eveything was ticketty Boo

The thing is the fitter who did the work actually said that they were refitting more and more chargers in Swift built vans and that Swift were aware of it I contacted Swift..over the length of time it was taking for the new one ..usual thing Swift blamed Baldwins for the delay Baldwins blamed Swift..Butb as the sevice manager at Baldwins was a personal friend of mine we actually got a spare one whilst we waited for Swift to green light the warranty work or the van would have been parked up and not used for eight weeks

Try dropping Swift an e mail it may get you a better result!!

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[scotjimland]

Hi ... sorry to hear about your troubles..

The most common fault for the symptoms you describe is a blown main charging fuse .. not located in any of the panels or cab battery section ..
It's a 25A in-line fuse on the main cable running from the alternator to the charge relay under the bonnet.. it's easily missed and sometimes wrapped in insulating tape to secure it to the harness.. It's usually a blade type automotive fuse, available from any auto shop.

This fuse can blow if the battery was really flat,, and may blow again so it's a good plan to carry a couple of spares..

hope this helps ..

 

[Teasy2007]

Hi,

Sorry to hear of your problems, not sure if this will work but if you can remove the control panel and unplug it and then reconnect, it may reset itself, some of these panels can get their knickers in a twist!

Peter

Thanks Peter, When the alarm is sounding and the panel is red we have to tap repeatedly to get it to the main screen, then we can turn off the system and wait a couple of minutes to turn it back on again. When it is turned on the water level shows correctly and everything is green – but within a few minutes it shows one of the systems as being low, either water or habitation battery and we are back on the red. What we have started to do is turn off the sound and try to ignore the red screen!

Every couple of days the system turns itself off altogether, and then we can hear the charger unit under the front seat working. This is the only time the unit can be heard working. In our Starburst we could hear the unit purring away whenever we switched on something powered by the habitation battery, especially at night when it was very quiet.

Ginny and Mike

 

[Teasy2007]

We had exactly the same problem with our Startrail last year in France it turned out it was the actual charger itself..we too got the alarms bleeping late at night when the batteries were discharging..Luckily ours would recharge itself when the engine was running..on our return we had to have a new one fitted on a warranty claim done through Baldwins in Halifax via Swift which dragged on Eight..yes Eight weeks eventually refitted and eveything was ticketty Boo

The thing is the fitter who did the work actually said that they were refitting more and more chargers in Swift built vans and that Swift were aware of it I contacted Swift..over the length of time it was taking for the new one ..usual thing Swift blamed Baldwins for the delay Baldwins blamed Swift..Butb as the sevice manager at Baldwins was a personal friend of mine we actually got a spare one whilst we waited for Swift to green light the warranty work or the van would have been parked up and not used for eight weeks

Try dropping Swift an e mail it may get you a better result!!

I think it is a good idea to email Swift, as we have had no reply to our emails to Marquis, which is very disappointing!

It would be easy to understand if it was just one thing - like your charger unit. As I reported back to Peter, our charger only comes on when the whole system switches itself off. The only problem is our habitation battery wont charge from the engine either, so we are in a right state.

It was like being back in a tent on the way down on the Aires, with no lights TV etc. back to basics in a state of the art motorhome!

Thanks for your help, I will email Swift and see what they suggest.

Ginny and Mike

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[hilldweller]

In our Starburst we could hear the unit purring away whenever we switched on something powered by the habitation battery, especially at night when it was very quiet.
Ginny and Mike

Noise may not mean anything, our charger switches it's coolling fan on only when it detects a high temperature on the heatsink.

 

[Teasy2007]

Hi ... sorry to hear about your troubles..

The most common fault for the symptoms you describe is a blown main charging fuse .. not located in any of the panels or cab battery section ..
It's a 25A in-line fuse on the main cable running from the alternator to the charge relay under the bonnet.. it's easily missed and sometimes wrapped in insulating tape to secure it to the harness.. It's usually a blade type automotive fuse, available from any auto shop.

This fuse can blow if the battery was really flat,, and may blow again so it's a good plan to carry a couple of spares..

hope this helps ..

Hi Jim, We have had some help from Graham (AKA Jarvis on the forum) and have come to the conclusion that there does not seem to be a connection between the cab and the habitation side. The habitation distribution board does not know when the engine is running or vehicle is moving, so it does not retract the step, allow the fridge to be switched to battery or to charge the habitation battery.

This does not explain why the habitation battery drops to 10.3 withing 4 hours of taking it off hook up, so maybe this problem has been there for a while and it has damaged the habitation battery as well.

If the distribution board controls the information going through to the touch screen, then that could also account for all the alarms and red screens.

Does this sound logical to anyone, and can they suggest a solution?

Ginny and Mike

 

[Wildman]

It seems to me you have to sling it back at them, and sue for your costs/spoilt holiday etc.

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[Peter JohnsCross MH]

It sounds to me the battery is faulty and will not hold or take a charge hense why your long drive has not charged the battery up. Along with that the charger is not putting out 12v. If it was working you would have 12v supply untill you disconected from the 240v.

It is always possible the 12v feed out of the charger is not connected up!!


Ian

Workshops

 

[Teasy2007]

It sounds to me the battery is faulty and will not hold or take a charge hense why your long drive has not charged the battery up. Along with that the charger is not putting out 12v. If it was working you would have 12v supply untill you disconected from the 240v.

It is always possible the 12v feed out of the charger is not connected up!!


Ian

Workshops

How do we check whether the feed out of the charger is connected??

It is ok - apart from all the alarms and red touch screen - whilst we are on hook up, but when we start to set off for home we will be without any 12v in the motorhome for about 4 days, thats much too long for my liking!!

Ginny and Mike

 

[Teasy2007]

It seems to me you have to sling it back at them, and sue for your costs/spoilt holiday etc.

We agree with your sentiments wildman! It is spoiling our holiday, there is no doubt about that. The question is are we confident that the dealer, or Autocruise will be able to put everything right when we return home?? that is the real question.

Hi,

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[Terry]

Only a suggestion but why not go to a car spares shop and but a 10 quid battery charger to charge the battery while on hook up to get you out of the crap :thumb: until you can get it sorted
terry

 

[Wildman]

We agree with your sentiments wildman! It is spoiling our holiday, there is no doubt about that. The question is are we confident that the dealer, or Autocruise will be able to put everything right when we return home?? that is the real question.

Hi,

not your problem just get a full refund and compensation, then find another van.

 

[Peter JohnsCross MH]

Only a suggestion but why not go to a car spares shop and but a 10 quid battery charger to charge the battery while on hook up to get you out of the crap :thumb: until you can get it sorted
terry

Dunno, if when on hook up and they are getting a 12v supply, the charger in theory should be working

Peter

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[Terry]

Dunno, if when on hook up and they are getting a 12v supply, the charger in theory should be working

Peter

Was wondering if the charger is faulty - not charging the battery ? for the sake of a tenner he could do it thus eliminating what could be a doggey control unit :thumb:It could also be down to a kn--kred battery
terry

 

[Teasy2007]

Was wondering if the charger is faulty - not charging the battery ? for the sake of a tenner he could do it thus eliminating what could be a doggey control unit :thumb:It could also be down to a kn--kred battery
terry

The problems seem to be multiplying, the 12 volt shut itself off last night. The charger unit started working immediately. After a few minutes we could turn the panel on again and everything worked ok. this pattern has been going on since we arrived, every 3 or 4 days the 12 volt will shut down altogether, the charger will start working and it will be ok.

This morning the 240 volt switched itself off. The outside service point had not tripped, and the internal fuse had not blown. After a few minutes we turned the panel back on and it then started to work again!!! This is the 2nd time the 240 has switched itself off.

We are still getting the alarms and red screen on the panel most of the time.

We are fast reaching the end of our patience with this motorhome, if we were not 1500 miles from home I know exactly what Michael would do, as it is we will have to wait until we get back and then try and sort it out, whether that means taking it back and telling them we want our old trusty Starburst back or not we will have to see. I dont think we will be able to trust this one again.

Ginny and Mike

 

[Terry]

It sounds like you have a faulty control panel your choices are pay a few hundred quid for a new one fitted or put up with it until your hols finish then sort it :thumb: sorry
terry

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[atakd]

Another possibility is to contact Sargent Technical, support number 0044 01482 678981 . (Please have your MH build No or VIN number to hand.)
Link Removed
They made the control panel electronics for our '08 Starspirit and may be able to help if you describe the symptoms.
Good luck
Andy

 

[Terry]

Sargent are members on here try a PM :thumb: Or at least they used to be before subs
terry

 

[dshague]

i there ginney and mike just got back today got your email .sorry to here of your problems
how are thinks at the moment still having problems ?

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[Dalek]

Hi Sorry to read of your problems on what should be a realxing holiday. Which branch of Marquis did you buy from?

Dale

 

[dshague]

think ginney said northampton same as there other van .

 

[Teasy2007]

think ginney said northampton same as there other van .

Hi David, we have heard from Marquis but they are unable to help until we get home.

We have sorted the problems into the main 4. I have tried to pm Swift Group but apparently they have exceeded their number of emails, so it didn't go through. This was the message I tried to send them:

Problems with Autocruise Startrail – Registered 08.

We took delivery of our Autocruise Startrail on the 16th August 2010. Marquis had incorrectly installed our rear view mirror and we arranged for them to collect the Startrail the following Tuesday to put the problem right.

Friday 20th August we went on a weekend break to Skegness, in order to try out the motorhome and make sure we knew how everything worked before we set off for Spain on the 5th September. The first night we were woken in the middle of the night with the alarm sounding from the control panel. The habitation battery was 10.5 and needed charging. We were on hook up at the time. The alarm sounded again a few minutes later and the water was low. After the third alarm I switched off the 12 volt system altogether. In the morning we rang Marquis and were told to put the habitation battery on charge on the control panel. During the day, the alarm continued to sound with low water, all the fuses blown, habitation battery low etc The motorhome was collected on the Tuesday and returned to us a week later on the 31st just a few days before we set off for France and Spain on the 5th September. We were assured that all the problems had been solved, that the motorhome had been on test and a new control panel had been fitted.

1st Major Problem. No connection between cab and habitation.

When it was returned, the camera worked fine but the step no longer retracted when we started the engine and the fridge would not work on battery when we were travelling. We spent the first night in France on an Aire, with no hook up, and the alarm sounded - habitation battery low 10.3. This was after we had travelled all the way down from Yorkshire to Dover! We then travelled to Marbouie the following day, another 5 hours on the road, the habitation battery was still 10.3. The water was showing red, too low, although it had been filled to the top. The fuses all showed as being blown. Michael checked the battery with a volt meter and with the engine running. The habitation battery was not being charged by the engine. At this point we rang Marquis who said to check the fuses, including those in the main cab battery section, Michael did and they were all fine. Someone on Motorhomefun suggested that there was a fuse which linked the cab with the habitation and that might have blown. Can you confirm this and tell us where it is please or suggest where the connection between the cab and habitation could have been broken?

2nd Problem Habitation battery will not retain its charge

We could not understand why the battery discharges so quickly – especially as Marquis had installed our 80 watt solar panel. We decided to check the condition of the habitation battery. In the Starburst we could last for 4/5 days without 240 hook up. A friend on site suggested that if we bought a battery charger then we could check that the charger unit in the motorhome was actually working.

We disconnected the hook up and everything in the motorhome was turned off. When Michael checked the readout on the panel it said the habitation battery was 14.5, and discharging 2 of the 8 levels.

He put his digital multimeter on the battery and it read 13.5. After 20 minutes he tested it again and it read 12.95. If you extrapolate the discharge then the battery will be flat in 2 hours if the discharge continues at the same rate. With a discharge of this rate then there would be no point buying a battery charger. Could you please suggest a reason for this?

3rd problem – 12 volt and 240 volt system drops out
The only time we can hear the charger unit in the Startrail is when the 12 volt shuts itself off completely, which happens every 2/3 days. No fuses have blown and if we wait a few minutes then we can turn on the panel and the 12 volt comes back on again. The same thing is happening with the 240 volt. The trip fuse has not been activated on the service point outside and the mains protection in the motorhome had not been tripped. We have to wait a few minutes and without doing anything the 240 will come back on again. This does not occur when the 240 is overloaded and does not follow any pattern. Do you have any idea what the problem could be?

4th Problem – The control panel keeps going red and sounding the Alarm.

The original fault – that the control panel keeps showing water as low, (this is the main cause of the alarm) all fuses blown, habitation battery needs charging etc continues. We have now turned off the alarm sound, and try to ignore the red screen. Compared to the other faults this is an irritation which after 3 weeks away from home we are getting used to!

We are due to travel home in a few weeks and are dreading the return journey. We bought a state of the art motorhome 40 days ago, which cost us a lot of money. When we are without hookup we have the amenities of a tent. Could you please suggest an answer to these problems, Marquis are unable to help until we return home.

This is the third Autocruise we have bought, we have had a Stargazer, Starburst and Startrail. The first 2 were great, the Autotrail unfortunately is not. Please help!!

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[dshague]

ginney have put your problemon swift talk to see if they can help you .

 

[Jim]

Hi Ginny,

I pointed this thread out to Marquis and got a reply this evening:thumb:

Hi Jim,


Thank you for your email sent 26th September to Kris Meehan. I think it was probably meant for me as I am the said Chris in Mike and Ginnys' posts.

I can assure you that we are not ignoring them, and that our service team have had various correspondance with them during their trip.

As a company, we are entering our 38th year of trading and understand that we would not be here without the support of our customers.

I can assure you we hold customer satisfaction as a very high priority, and have their Startrail booked in to our workshops immediately on their return.

May I thank you again for making us aware of the thread on Motorhome Fun.

Best regards

snip...

 

[dshague]

got a reply with in a minute from swift talk tonight .sent it to ginney and mike .
swift want there details and engineer will contact them tomorrow ..

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[kickstart]

Great to see the help that is generated for two of our friends and members like Ginny and Mike out there in Spain.

 

[Peter JohnsCross MH]

If you have a Swift problem that needs resolving, email aspacey@swiftleisure.co.uk


Peter,
Thanks we are dealing with him on Swift talk, this was posted on a number of sites,
Andy

​

From: masterman Peter [mailtojbx@hotmail.com]
Sent: 26 September 2010 20:49
To: Andy Spacey
Subject: problem on fun


might be an idea to post a reply

Peter
http://www.motorhomefun.co.uk/tech-mech-general/27796-please-help-problems-startrail.html

Message from pjbx@hotmail.com to aspacey@swiftleisure.co.uk

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