Are we being too fussy? (1 Viewer)

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
What do you think? What would you want to happen now?

We "upgraded" at Lincoln last year but couldn't collect the new to us van until October because they needed to do the services etc.

On the first trip away it became evident that there was water leaking out of the system & I traced this to a leaking boiler & a cracked Y connector. We contacted the dealer ( giving them exact details of what parts were needed including part numbers)& they agreed to do these & a couple of other minor niggles as soon as they could get the parts.

After what seamed like months they said they had the parts & booked it in for me to drive up there & stay overnight so they would have plenty of time to fit the parts. When I went to have it done they took it to the workshop & after a couple of hours they announced that they did not have the parts, ( company policy not to order parts until they see the vehicle) and that they would need it for longer(when they got the parts) as they wanted to do extra work as the water had damaged a section of wallboard & they would replace it.
Well, we thought , thats jolly decent & honest of them.

To cut a long story short they finally brought it back yesterday & we are devastated to find,
The water pump had been running (system drained) for at least 3hours, maybe days.
Inside one of the washroom cupboards were several screws & about 10 cover trims off connector blocks.
A screw which was either too long or screwed in to hard from the garage area has penetrated the washroom wall by about 4mm in a very obvious place.
The van is dirty inside & out with bits of sawdust everywhere.
The keys for the water filler are lost.
Despite being nearly full when they collected it , it iwas returned completly empty of fuel.

So, honestly, what do you think?
 
Jun 17, 2012
2,919
9,815
North Essex
Funster No
21,517
MH
Autotrail Delaware
Exp
>12 but <13
What do you think? What would you want to happen now?

We "upgraded" at Lincoln last year but couldn't collect the new to us van until October because they needed to do the services etc.

On the first trip away it became evident that there was water leaking out of the system & I traced this to a leaking boiler & a cracked Y connector. We contacted the dealer ( giving them exact details of what parts were needed including part numbers)& they agreed to do these & a couple of other minor niggles as soon as they could get the parts.

After what seamed like months they said they had the parts & booked it in for me to drive up there & stay overnight so they would have plenty of time to fit the parts. When I went to have it done they took it to the workshop & after a couple of hours they announced that they did not have the parts, ( company policy not to order parts until they see the vehicle) and that they would need it for longer(when they got the parts) as they wanted to do extra work as the water had damaged a section of wallboard & they would replace it.
Well, we thought , thats jolly decent & honest of them.

To cut a long story short they finally brought it back yesterday & we are devastated to find,
The water pump had been running (system drained) for at least 3hours, maybe days.
Inside one of the washroom cupboards were several screws & about 10 cover trims off connector blocks.
A screw which was either too long or screwed in to hard from the garage area has penetrated the washroom wall by about 4mm in a very obvious place.
The van is dirty inside & out with bits of sawdust everywhere.
The keys for the water filler are lost.
Despite being nearly full when they collected it , it iwas returned completly empty of fuel.

So, honestly, what do you think?

Are you being too fussy ??:Eeek:
Too tolerant I would say, by a long way
 

Puddleduck

LIFE MEMBER
Jan 15, 2014
12,357
43,865
Scottish Borders
Funster No
29,703
MH
Without at present
Exp
On and off for many years.
So, honestly, what do you think?

First of all a letter to the Managing Director / Owner with photographs and a clear statement of what YOU want to happen next. Perhaps the cost of having the damage put right by a reputable company? Also some sort of compensation for the stress, worry and inconvenience. Give them a time limit for reply.

Send the letter "signed for" and follow up with a telephone call to ensure the letter has been received by the MD.

After the time limit send another letter (also signed for) stating you are now taking legal proceedings in the County Court. Fill in the forms for the small claims court and wipe the floor with them.

I did this with some furniture I sent to be reupholstered by a well known company. The work wasn't done to any sort of reasonable standard and one of the footstools was lost. The company didn't even contest the case and paid up including court costs.

GOOD LUCK

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Dec 6, 2011
11,467
25,057
South Wales
Funster No
19,136
MH
Coach built Adria
Exp
Since 2007
Nope; a nicely controlled phone call to the workshop manager, followed by written confirmation of your call and problems including photos of all you have identified.

agree in writing a course of action to resolve. even if they wont write to you what they will do when the agree what to do and when confirm it to them in writing.

keeping all copies so if you need to go to small claims court you have hard evidence.
 
Dec 6, 2011
11,467
25,057
South Wales
Funster No
19,136
MH
Coach built Adria
Exp
Since 2007
First of all a letter to the Managing Director / Owner with photographs and a clear statement of what YOU want to happen next. Perhaps the cost of having the damage put right by a reputable company? Also some sort of compensation for the stress, worry and inconvenience. Give them a time limit for reply.

Send the letter "signed for" and follow up with a telephone call to ensure the letter has been received by the MD.

After the time limit send another letter (also signed for) stating you are now taking legal proceedings in the County Court. Fill in the forms for the small claims court and wipe the floor with them.

I did this with some furniture I sent to be reupholstered by a well known company. The work wasn't done to any sort of reasonable standard and one of the footstools was lost. The company didn't even contest the case and paid up including court costs.

GOOD LUCK

was typing while you posted ... i agree:thumb:
 

Puddleduck

LIFE MEMBER
Jan 15, 2014
12,357
43,865
Scottish Borders
Funster No
29,703
MH
Without at present
Exp
On and off for many years.
I have a small "kitchen table" business and if I treated my customers like that I'd soon not have a business. Customer service, satisfaction and recommendation is all.

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Oct 7, 2013
5,867
36,736
South Wales
Funster No
28,463
MH
Swift Escape Compact
Exp
Since 1988
What do you think? What would you want to happen now?

We "upgraded" at Lincoln last year but couldn't collect the new to us van until October because they needed to do the services etc.

On the first trip away it became evident that there was water leaking out of the system & I traced this to a leaking boiler & a cracked Y connector. We contacted the dealer ( giving them exact details of what parts were needed including part numbers)& they agreed to do these & a couple of other minor niggles as soon as they could get the parts.

After what seamed like months they said they had the parts & booked it in for me to drive up there & stay overnight so they would have plenty of time to fit the parts. When I went to have it done they took it to the workshop & after a couple of hours they announced that they did not have the parts, ( company policy not to order parts until they see the vehicle) and that they would need it for longer(when they got the parts) as they wanted to do extra work as the water had damaged a section of wallboard & they would replace it.
Well, we thought , thats jolly decent & honest of them.

To cut a long story short they finally brought it back yesterday & we are devastated to find,
The water pump had been running (system drained) for at least 3hours, maybe days.
Inside one of the washroom cupboards were several screws & about 10 cover trims off connector blocks.
A screw which was either too long or screwed in to hard from the garage area has penetrated the washroom wall by about 4mm in a very obvious place.
The van is dirty inside & out with bits of sawdust everywhere.
The keys for the water filler are lost.
[HI]Despite being nearly full when they collected it , it iwas returned completly empty of fuel.[/HI]

So, honestly, what do you think?

Terrible service!

Did you record the mileage on delivery to them and on return? To empty my tank from full takes several hundred miles depending on speed. They have either been using it or have syphoned off (ie stolen) fuel by the look of it.

On top of evrything else you must persue them as recommended by previous posts.

Good Luck. :Angry:
 
OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
The workshop manager has emailed me today asking for us to check the van properly over the next few days & contact him on monday to discuss "a way forward".
How do you hide a screw hole on a curved preformed section which will be difficult if not impossible to replace without causing more probloms.
There are no visible fixings & I can only think it was put in as the roof was put on.
 

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OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
Terrible service!

Did you record the mileage on delivery to them and on return? To empty my tank from full takes several hundred miles depending on speed. They have either been using it or have syphoned off (ie stolen) fuel by the look of it.

On top of evrything else you must persue them as recommended by previous posts.

Good Luck. :Angry:

Yes,I did, but They are a long way off.

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Puddleduck

LIFE MEMBER
Jan 15, 2014
12,357
43,865
Scottish Borders
Funster No
29,703
MH
Without at present
Exp
On and off for many years.
Too late for you now but it's probably a good idea for all owners to photo the dashboard (fuel gauge and odometer) when leaving a vehicle at the dealer / workshop and compare that to the readings when the vehicle is collected.

Just a thought.
 

jhorsf

Free Member
May 15, 2009
9,130
8,045
DERBYSHIRE
Funster No
6,717
MH
ih oregon
Exp
2000
You asked a question you already knew the answer to, it is not unreasonable to expect prompt professional work, when they say the parts are here they have already proven to you they are liars
 
OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
Too late for you now but it's probably a good idea for all owners to photo the dashboard (fuel gauge and odometer) when leaving a vehicle at the dealer / workshop and compare that to the readings when the vehicle is collected.

Just a thought.

Yes,I agree:thumb:& I did::bigsmile:

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OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
So how many additional miles on the clock and how much fuel used? You can ask them for an explanation.

Havn't worked it out yet but I think it@s about right. I just thought they would have lft me enough to get to a petrol station.
 

francour

Free Member
Mar 13, 2012
94
13
Pontefract
Funster No
20,145
MH
a class
Exp
since 1990
Being fussy

Hi
if you had bought a BMW for 30.000 grand and after a service it was returned with grease all over it what would you say you would be very angry so why should a motor home be any different these dealers need a kick up the jacksy don't let it go have a go if you take it back don't leave it wait for it to be repaired samday or else Thanks Bernie:thumb:

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OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
Hi
if you had bought a BMW for 30.000 grand and after a service it was returned with grease all over it what would you say you would be very angry so why should a motor home be any different these dealers need a kick up the jacksy don't let it go have a go if you take it back [HI]don't leave it wait for it to be repaired samday [/HI]or else Thanks Bernie:thumb:

Not going to be that quick to fix.
 

Minxy

LIFE MEMBER
Aug 22, 2007
32,488
66,008
E Yorks
Funster No
149
MH
Carthago Compactline
Exp
Since 1996, had Elddis/Swift/Rapido/Rimor/Chausson MHs. Autocruise/Globecar PVCs/Compactline i-138
Make sure you make a comprehensive individually numbered list of everything that is wrong, with photographs to show the damage etc.

Ring the chap and tell him that you're going to email a copy of the list and photos to him, then once you've done that ring him and go through it in detail.

One thing to add to the list is that you insist on the vehicle being inspected by an independent expert to ascertain the quality of the repairs carried out to ensure they have all been done correctly - if they've only replaced the wallboard for example and not cut out any wet/rotten timber as well, this could spell trouble for you in the future.

Also, ensure that you are recompensed for the hassle, fuel etc in having to do this!

As for how to repair the ceiling 'hole', it is difficult to advise without more photos showing what the washroom is like ... but could an extra light fitting be installed at that point to disguise the fact that a hole was put there and also give you more light? Alternatively, it will be a case of covering it in some way.
 
OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
[HI]As for how to repair the ceiling 'hole',[/HI] it is difficult to advise without more photos showing what the washroom is like ... but could an extra light fitting be installed at that point to disguise the fact that a hole was put there and also give you more light? Alternatively, it will be a case of covering it in some way.

No the hole is in the washroom wall, about a foot from the floor.
 

ShiftZZ

LIFE MEMBER
Feb 19, 2008
21,379
84,089
Dark Side of the Moon
Funster No
1,546
MH
A class
Exp
Since 2007
A good idea is to record the phone calls. There are free apps on Android that allow you to do this..

I would say that you have been very patient...
 
OP
OP
DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
Who carried out the work ?

Don't think I should say at the moment but I did ask for funsters experiences of them a while ago when I started to have concerned about the length of time we were waiting& th couple of responses we got were favourable

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Jan 27, 2013
1,334
871
Stamford
Funster No
24,452
MH
Benimar Mileo 282
Exp
Seven plus years
I have a small "kitchen table" business and if I treated my customers like that I'd soon not have a business. Customer service, satisfaction and recommendation is all.

Can your tables be used in other rooms? Have you thought of branching out into coffee tables? :winky:
 

paulmold

Free Member
Jun 15, 2009
892
302
North Wales
Funster No
7,129
MH
Coachbuilt
Exp
7 year (25yrs a tugger)
You've only got to look at the posters earlier posts to know the name of the dealer. I just have.
 

Puddleduck

LIFE MEMBER
Jan 15, 2014
12,357
43,865
Scottish Borders
Funster No
29,703
MH
Without at present
Exp
On and off for many years.
Can your tables be used in other rooms? Have you thought of branching out into coffee tables? :winky:

I can use any table - or even a tray on my lap! It's an ideal business for retirement, low volume, high margin and very specialist. Most of my customers are repeat business and people who order on the recommendation of existing customers.

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OP
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DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
Finaly got a reply from the dealer yesterday. They have asked about having the van back to do remedial work but we are not happy for them to have it again.
Do we have to allow them to "repair" it or can we demand compensation, I mean legaly.?
 

Allanm

Free Member
Jun 30, 2013
5,431
9,191
Cotes d'armor, France
Funster No
26,730
MH
Burstner Harmony TI 736 G
Exp
Since 1987
I think, as the dealer has offered to do the work, you should allow them the opportunity of putting everything right. Make sure you have photographs of all the faults and make it very clear to the dealer when you drop the MH off what the faults are and how you expect them to be fixed.
If they don't fix everything to your satisfaction when you collect the van, tell them and refuse to accept it.
You need to allow them a reasonable time to fix everything, then if it's not done you can take further action re courts etc.

Good luck
Allan
 

Jaws

LIFE MEMBER
Sep 26, 2008
23,821
71,972
Thetford Norfolk
Funster No
4,189
MH
C class, Chieftain
Exp
since 2006 ( I think ! )
Here we go again..

yet another crappy dealer doing crappy work ( no need for me to beat about the bush as the results are there for all to see ) and who will not be named cos they are sorting it out ??

Sorry, but yet again this whole thread is more about 'I want somewhere to vent my spleen*' than anything else.

Folk REALLY need to know about places that mess up.

If they get it sorted out, there is nothing stopping the owner of a van adding to the thread with a report saying if it has been sorted out and if they are now happy and happy with the dealer

As a by the by, I had an issue with the Smart Car shortly after I got it.
I left the tank empty and insisted they collect it and deliver it back as I did not have the time to deliver it myself, but if they were willing to pay someones wages I could arrange for delivery.

Lets face it, the fault was genuine.. It cost you a tank of diesel.. Are they going to pay you the £80 or so quid ???


*
Nowt wrong with a bit of spleen venting .. In fact this post has indeed vented MY spleen :winky:

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OP
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DP+JAY

DP+JAY

LIFE MEMBER
Mar 17, 2010
2,526
14,773
Dalbeattie
Funster No
10,674
MH
Laika 5009
Exp
since 2007, 25 years tuggin before that.
Not about venting anything
They van has been to the dealer twice at great expense because they are a long way off and the issues have been ongoing since October
They have done more damage to it than the one previous owner managed in 5 years of use & we are sick of unloading and reloading everything and cleaning it
We just want to get out and enjoy it which we can't do while they have got it
 

Jaws

LIFE MEMBER
Sep 26, 2008
23,821
71,972
Thetford Norfolk
Funster No
4,189
MH
C class, Chieftain
Exp
since 2006 ( I think ! )
So why not share who it is ?
Got to be one of the worst experiences possible I should think
 

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