Dealer Compensation (1 Viewer)

[ShiftZZ]

General enquiry.

If you have a motorhome and the dealer has not done what they promised and you (the punter) have to drive the van back and forth to get it fixed, are you entitled to claim for travelling etc?


Just wondering..

 

[GJH]

Probably depends on the terms of the warranty but might be worth asking trading standards - or telling the dealer that you are going to do so.

 

[Welsh girl]

we have been back and forth to numerous dealers and have asked and never got...compensation for fuel or otherwise, no curtesy car when they had van for a week either.

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[laneside]

Reading between the lines I suspect we are soon going to hear from some one that has.

If not i suspect a dealer is going to wish he had

 

[ShiftZZ]

Me and Sundance are leading the way, he has just taken the whole Scottish budget.

They have to remember, PUNTER is KING..

ShiftZZ a sleeping Welsh Dragon who breaths fire, and the vapours of Hell and takes no prisoners.. So you have been warned, Mrs ShiftZZ is even more brutal..

 

[Popeye]

In this day & age, when customer loyalty rules and the dealer realises the speed of the news of poor service and also knows that the cost of attracting new customers compared to keeping existing ones, I am flabbergasted how many times I read this sort of post.

Admittedly satisfied customers tell a couple of their friends / colleagues but dissatisfied customers attempt to tell the world.

The real answer is not to simply satisfy your customer by achieving their expectations but to exceed their expectations so much that they are astounded that they haven't had this sort of service before.

It costs a lot; but compared to a dissatisfied customer it is worth it.

The difference can be seen by looking at the length of time this company stays in business.

Only traders giving customer care second to none will survive.

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[Peter JohnsCross MH]

General enquiry.

If you have a motorhome and the dealer has not done what they promised and you (the punter) have to drive the van back and forth to get it fixed, are you entitled to claim for travelling etc?
Just wondering..

If you get messed about you should claim, as under the Sale of Goods Act, I believe you can.

If it is a return to get something fixed that has gone wrong after a period of time, depends on the dealer/customer relationship and standard of response to resolving a problem in some respects.

Peter

 

[hilldweller]

If you have a motorhome and the dealer has not done what they promised and you (the punter) have to drive the van back and forth to get it fixed, are you entitled to claim for travelling etc?..

Oh dear, Compensation Culture.

Choose your next dealer very carefully Mr Shifty, it may be your last.

 

[scran]

trading standards

Probably depends on the terms of the warranty but might be worth asking trading standards - or telling the dealer that you are going to do so.

don t get your hopes up trading standards didn t get me the result i wanted it was Mr Justice from the Sunday Sun the way forward if your having problems is to get the papers involved

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[hilldweller]

If you get messed about you should claim,
Peter

Has anyone claimed against you ?

 

[jhorsf]

Some quite large dealerships have gone to the wall in the past because if you googled them you could see lots of complaints about them I dare not mention names but I am sure you get the idea.I have a local dealer that once made me PAY to get a blocked Truma reg fixed and they would get me my money back under warranty the caravan was not 2 years old.After many promises of a refund I wrote off the money but not the fact that they were robbing B******* the next couple of times I spent money they lost the price of a new motorhome in fact hell would freeze over before I would spend any money at a certain caravan and leisure in shepshed
and neither would anyone I tell about them as they never gave me any money back it was about 50 pounds. the best 50 pounds I have ever spent as I know now how they treat a customer when it comes to aftersales.

 

[stcyr]

When we bought our '91 MH we were assured everything would be thoroughly checked and if necessary fixed/replaced.
It was - to the extent that the owner of the site phoned to apologise that he would have to delay collection for a day, maybe two, as he was not happy with the functioning of the Truma. (turned out the previous owner had removed the flue outlet from the roof and put it in a locker, and blocked the resulting opening oh: causing it to cut out after a couple of minutes).
A full 6 month warranty was included, the dealer's own warranty which covered everything from cambelt to fridge seals, even lightbulbs.
Full service: new cambelt/tensioners, disc pads,one disc,new pump in the water tank, new mot ...
On our numerous visits to this dealer while we were waiting for the right (for us) MH to come along we'd been assured whatever we eventually decided on would be as near perfect as possible whatever the age or price.
We could've got a similar MH privately for quite a bit less but decided to minimize possible later off road time by believing him.
We've been living/travelling fulltime in 'Delyth' for a year now - nothing has fallen off/broken/stopped working in that time. No need for any warranty work. (He very happily attended to adjustment of the rear brake shoes after about 4 months, no quibble).

Anyway, IMO if a fairly small privately owned 2nd-hand MH dealer (also supplies new, to order) can offer such service I would expect at least as good service from a big firm/main dealer/new or used. We would certainly not be happy with any of the hassles we hear about from so many other owners, on here and elsewhere... it would go straight back and we'd stay with it until sorted.

Thanks to Alan of Rolling Motorhomes, Haverfordwest :thumb:

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[hilldweller]

Thanks to Alan of Rolling Motorhomes, Haverfordwest :thumb:

Brilliant.

A bit of competition for our number one dealer, who needs no mention.

 

[Peter JohnsCross MH]

Has anyone claimed against you ?

Not in thats sense Brian but we have had our problems, but at the end of the day, everyone ended up happy.

Peter

 

[hilldweller]

Not in that sense Brian but we have had our problems, but at the end of the day, everyone ended up happy.
Peter

I asked a simple question "has anyone claimed against you", so the answer is "NO"

Everyone has problems, I didn't bother asking that question.

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[jhorsf]

Its how the problems are dealt with that sorts the wheat from the chaff

 

[deanroofing]

Nice to hear

Good that a dealer gets good review, credit to the man for supplying a top class service.

 

[DuxDeluxe]

We purchased from a major dealer and any little niggles were sorted quickly and efficiently, so no problems. I did check reviews of that dealer first, which were mixed, but negotiated a deal with my eyes wide open and the good after sales service would encourage me to consider buying again. The primary driver is the price, with the various consumer legislation there as a back up.

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[tofo]

we bought ours from a dealer near us in essex just inside the m 25

never kept the promises made

didnt help when the engine failed said claim on the insurance supplied.

when we were looking a little while back to change the van

went to a dealer that was selling elddis vans off the a 12 essex

spoke at length and was considering an exchange

when i noticed a sign

that said they were attached

to the firm we originally purchased our currant van from

i asked him if that was correct he said yes why

i said i will not trade with an accomplice of that firm

and left

 

[mondo]

We bought a new Autoctuise Startrail 3 years ago from Baldwins in Halifax (we bought our previous van from them) in the April...4 months later the charging unit packed up we took it back to em explained what was wrong so they got in touch with Swift to complete a warranty repair..It took 8..yes 8 weeks to get said job done...Now I know the service manager at Baldwins as he is a personal friend..he told me that Swift were dragging their feet over it..I contacted Swift..they said it was Baldwins dragging their feet...However Baldwins fitted me a Temporary charging unit...had they not I would have had an unusable van for eight weeks..Swift even emailled me to say the job is in hand!!
At the end of the day you buy a van from a dealer they should do the repairs...if you buy a car..if it breaks down you don't go to the manufacturers you go to the dealer...your contract is with them you pay the cash to the dealer the onus is on them to stand by what they say or promise they will do......Sale of Goods Act..Goods fit for Use...If not replace or refund...

 

[Popeye]

[HI]Its how the problems are dealt with that sorts the wheat from the chaff[/HI]

Precisely what I was writing about earlier.

When a customer tells you that they were blissfully unaware of real customer care right up to the point when they need it, that's what makes the difference.

When a customer has a fault or a problem and the supplying dealer deals with it quickly, fairly and with courtesy and then goes the extra mile by filling your tank with diesel or supplying a courtesy vehicle or cleaning your vehicle or all of the above, that is what I mean about exceeding customers expectations. These dealers will survive, the others will not and they are out there, you have to find them and tell your friends about them.

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[robnchris]

Me and Sundance are leading the way, he has just taken the whole Scottish budget.

They have to remember, PUNTER is KING..

ShiftZZ a sleeping Welsh Dragon who breaths fire, and the vapours of Hell and takes no prisoners.. So you have been warned, Mrs ShiftZZ is even more brutal..

Ahh there lies the point.
They don`t appear to agree with the Punter is King from what we have read and learnt since buying our motorhome the majority don`t give a monkeys about the punter, niether do the buggers that make them.

Last summer a guy I was talking to had a 2 wk old Autotrail Arapaho, all the electrics had failed, he phoned the place he bought it from. they told him to phone Autotrail, he phoned Autotrail, they told him it was a Sargent ec325 power supply and suggested he phone Sargent.

Can you imagine paying £70.000 +for a car and the alternator packing up and then have the company you bought it off saying oh yeah that`s a Bosch alternator give them a phone...

How come the motorhome trading laws and standards are so different from the car trade??

Why oh why do we put up with this shabby standard of service?

 

[Peter JohnsCross MH]

Why oh why do we put up with this shabby standard of service?

Basically because people choose to spend their money with firms that do not have the technical knowledge of the product or the where withall to sort out problems should they arise.

Sorry but it is true.

Peter

 

[bigbaz]

Never had any problem with the Dealer I've dealt with for the last 6 years.
Always put enough diesel in motorhome to get me home(160 miles plus).
I've only been up once for things to be done and they gave me 3/4s of my cost for
diesel to get there and back (same day).
I had to go up last year to have some damage repaired on my motorhome,they
loaned me another motorhome to come back home in with enough diesel in to get
me home and back up to pick my motorhome when it was repaired.they also said if
I wanted to use it for anythink I could.
I am having another motorhome of them in March,they have already sent a driver
down 3 weeks ago to pick my motorhome up so that my extra's could be took
off ready to be put on my new one,they will pick me up when my new van is
ready and most likely put diesel in new one so I can get home.

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[Jaws]

Now I know the service manager at Baldwins as he is a personal friend..he told me that Swift were dragging their feet over it..I contacted Swift..they said it was Baldwins dragging their feet...However Baldwins fitted me a Temporary charging unit...had they not I would have had an unusable van for eight weeks..Swift even emailled me to say the job is in hand!!

Oh dear.. theres that same name again and exactly the same complaints..

As I have said in other posts, I would have to be REALLY desperate before even thinking about buying a Swift.. Quite obviously they have no concept of customer service.. and quite probably, judging by the amount of times we hear of this sort of thing, simply do not give a tinkers cuss once they have a sale made............

 

[robnchris]

Basically because people choose to spend their money with firms that do not have the technical knowledge of the product or the where withall to sort out problems should they arise.

Sorry but it is true.

Peter

Hi Peter, point taken onboard but would say that the guy I was writing about with the Arapaho bought it from a major dealership.
His first phone call back to the company on finding the fault was answered by the secretary telling him that they wern`t taking any bookings for warranty work for 6 weeks.
Again that is from a major Autotrail dealership to a customer that has spent £70.000+ on the flagship of their current range of motorhomes.

Not the best of customer relation exercises but also is a story so often heard.

 

[dave newell]

STCYR said "Full service: new cambelt/tensioners, disc pads,one disc,new pump in the water tank, new mot ..."

I'm more than a little concerned about the ONE brake disc being replaced as they should ALWAYS be replaced in pairs! Just seems a bit of a penny pinching deal to only replace one, discs come in pairs from my suppliers anyway.

As for compo for travelling to a dealer for warranty work I have mixed feelings, on the one hand everything should have been A1, tickety boo but we all know things go wrong. Nobody made you buy from a dealer 160 (or whatever) miles away though so why should the dealer foot the bill for your travelling?

Purely as an example, If you buy a telly from Asda and it goes wrong you take it back to the store, do you ask them to reimburse your travelling costs?

D.

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[ShiftZZ]

Purely as an example, If you buy a telly from Asda and it goes wrong you take it back to the store, do you ask them to reimburse your travelling costs?

D.

Yes

 

[slobadoberbob]

yes you can

Leaving aside the issue of if a you deal with a good or bad dealer.. If you have contract then you can expect the goods to comply with the Sale of Goods Act - fit for purpose. If you cannot resolve the issue with the dealer.. just go to the small claims court. It is amazing ow quickly a summons can get the attention of the company when they face leal action.

Bad publicity does have an effect as we all know from my own recent dealings regarding some batteries. The money was refunded and eventually the batteries were delivered free of charge as compensation.

But anyone that has a contract for goods does have the protection of the law, and that includes your 'reasonable' out of pocket expenses in getting the matter resolved.

Bob

 

[Peter JohnsCross MH]

Hi Peter, point taken onboard but would say that the guy I was writing about with the Arapaho bought it from a major dealership.
His first phone call back to the company on finding the fault was answered by the secretary telling him that they wern`t taking any bookings for warranty work for 6 weeks.
Again that is from a major Autotrail dealership to a customer that has spent £70.000+ on the flagship of their current range of motorhomes.
Not the best of customer relation exercises but also is a story so often heard.

I can guess what dealer that was ! as for taking bookings for warranty work, what a load of b@@@@@@s.

Within reason it should take PRIORITY.

Peter

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