Anyone else having issues with Dometic?....... What would you do now?

Jon B

Jon B

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Since 2015
Already put a couple of quick posts up in the past regarding the safety recall on the gas hob by Dometic - at that time I was being calm and just putting it down to one of those things :whistle:. Now however, it's really bugging me :mad:

QQ - where do I go from here? and what would you do if it was you?

Background history: (I'll keep it brief ;))

PVC van bought new - July 12th 2021
Contacted by Dealers in Sept 2021 to advise of Dometic safety recall on Gas Hob
Gas Hob disconnected 5th October - by Dometic Engineer - Told at the time it was taking 5-8 weeks max for replacement solution

So, having remained calm over this and foolishly believing the Dometic Engineer we are now coming towards the end of Feb (20 weeks tomorrow)!.
I contacted Dometic direct at the beginning of Feb to enquire on progress and received this reply today:

Good morning

We apologise for the delay and the inconvenience this is causing.
We have been unable to obtain replacement CE99-ZF OEM units and have been working to find an alternative solution.
We have been in contact with xxx xxx who tested your unit, and hope to have a resolution by the end of March.

Kind regards

They did get a very curt reply stating that this was now totally unacceptable!. Pretty sure I'm not being unreasonable in that a 6 month wait (as it will be if.... and it's a big if they have a resolution by end of March) is just not good enough.
(I have also been contacting my Dealers every month since Dec but although they claim to be chasing it - surprisingly nothing has happened to date :rolleyes:)

I know Covid will have had an impact on supplies and manufacture, I know there will be thousands of others out there in the same position.......
But to have had a van for 9 months and for 6 of them not had ANY cooking facilities seems a bit..... well how can I put it...... Fricken' annoying!

Yes I could buy a campingaz stove like this one for £40 as a temp option - but quite frankly, why should I be paying? (I did suggest Dometic should have supplied one - yes I laughed myself at my high expectations too!). Reality is I will probably buy one as we are away in Wales in a couple of weeks but boy will that be a grudge purchase!.

1645462482755.png


Any thoughts on next move?...... any ideas gratefully received (y)

JB
 
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funflair said:
If its is this, https://www.dometic.com/en-gb/outdo...mobile-kitchen/hobs/dometic-hbg-2335-_-254655

if so there seem to be plenty for sale so maybe Dometic are prioritising new sales rather than sorting problems.

But yes it's not good enough but seems to be a common theme, I would be inclined to push the dealer to purchase a replacement and sort it out.
Click to expand...

Thanks for the reply and advice (y)

Yup, that's the one, albeit it's the model with the ignition system

I agree, maybe it's time my dealer stepped in and started being a bit more proactive
 
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Your contract in law is with the supplying dealer. Tell them, don't ask them to fit a replacement as the supplied hob was not of salable quality. Invoke your consumer rights and ensure that those playing you for a fool are aware that this ends NOW
 
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TheBig1 said:
Your contract in law is with the supplying dealer. Tell them, don't ask them to fit a replacement as the supplied hob was not of salable quality. Invoke your consumer rights and ensure that those playing you for a fool are aware that this ends NOW
Click to expand...

Thanks for the reply (y)

Yup, guess I've been a bit too 'understanding' of it all up to now...... Call to the dealers tomorrow it is then

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Jon B said:
Already put a couple of quick posts up in the past regarding the safety recall on the gas hob by Dometic - at that time I was being calm and just putting it down to one of those things :whistle:. Now however, it's really bugging me :mad:

QQ - where do I go from here? and what would you do if it was you?

Background history: (I'll keep it brief ;))

PVC van bought new - July 12th 2021
Contacted by Dealers in Sept 2021 to advise of Dometic safety recall on Gas Hob
Gas Hob disconnected 5th October - by Dometic Engineer - Told at the time it was taking 5-8 weeks max for replacement solution

So, having remained calm over this and foolishly believing the Dometic Engineer we are now coming towards the end of Feb (20 weeks tomorrow)!.
I contacted Dometic direct at the beginning of Feb to enquire on progress and received this reply today:

Good morning

We apologise for the delay and the inconvenience this is causing.
We have been unable to obtain replacement CE99-ZF OEM units and have been working to find an alternative solution.
We have been in contact with xxx xxx who tested your unit, and hope to have a resolution by the end of March.

Kind regards

They did get a very curt reply stating that this was now totally unacceptable!. Pretty sure I'm not being unreasonable in that a 6 month wait (as it will be if.... and it's a big if they have a resolution by end of March) is just not good enough.
(I have also been contacting my Dealers every month since Dec but although they claim to be chasing it - surprisingly nothing has happened to date :rolleyes:)

I know Covid will have had an impact on supplies and manufacture, I know there will be thousands of others out there in the same position.......
But to have had a van for 9 months and for 6 of them not had ANY cooking facilities seems a bit..... well how can I put it...... Fricken' annoying!

Yes I could buy a campingaz stove like this one for £40 as a temp option - but quite frankly, why should I be paying? (I did suggest Dometic should have supplied one - yes I laughed myself at my high expectations too!). Reality is I will probably buy one as we are away in Wales in a couple of weeks but boy will that be a grudge purchase!.

View attachment 588063

Any thoughts on next move?...... any ideas gratefully received (y)

JB
Click to expand...
Hi Jon, did you manage to get the issue sorted with the Dometic hob?
I also took delivery of a new motorhome in 2021 and pretty much straight after, received the recall notice. After reading here that the action was to just disconnect the hob with no sign of a resolution, I decided to wait. I contacted Dometic directly by email to find out if my hob was actually affected but their responses have dried up and they are not replying any more after I have supplied them with all the information that they were originally requesting. Appalling service.
 
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Seems to be some discrepancies in the dates in these posts, it's now 2023, but these posts seem to be from 2021, so is it now two years ago.
 
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chaser said:
Seems to be some discrepancies in the dates in these posts, it's now 2023, but these posts seem to be from 2021, so is it now two years ago.
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No discrepancy, just that I've been waiting until I can see that there is a resolution. The practice was for the dealers/service centres to disconnect the gas hob and leave everyone with nothing to cook with, apart from the oven which was not affected and with no idea of when the hob would be fixed/replaced. People were buying portable gas hobs and using them inside their units. Not safe at all. Safer to wait until the remedy for the recall was available.
 
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I will reitterate what I put above, your contract is with the supplying dealer if supplied new. No point in requesting anything at this stage you should have written to the dealer to insist a replacement is fitted. Dometic are pretty poor with dealing with end customers, and prefer to deal via the dealership
 
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It sometimes helps if you quote the relevant Consumer Protection Law section. I do not have the reference to hand but it comes under “fitness for purpose” .

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TheBig1 said:
I will reitterate what I put above, your contract is with the supplying dealer if supplied new. No point in requesting anything at this stage you should have written to the dealer to insist a replacement is fitted. Dometic are pretty poor with dealing with end customers, and prefer to deal via the dealership
Click to expand...
I totally agree, however, the dealer is 230 miles away - it was the only place I could buy what I needed due to high demand through covid.
The dealer was more than willing for me to take it into them. However, I pressed them for what action would be taken. They would call in the local Dometic engineer and i knew the engineer would disconnect and leave it until a solution was found. They admitted in February 2022 that someone had been disconnected for around 5 months.
I asked for a replacement unit but they would only follow the Dometic engineer route as he has to view it to see if is affected and if it is it hen gets disconnected regardless of my wishes. And contrary to previous comments, the replacement for my model was impossible to find from Dometic so its understadable why they wouldn't replace it.

My question therefore still stands, if anyone out there knows if Dometic have resolved this problem or is everyone affected still awaiting repairs for their disconnected hobs?
 
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JJ said:
Errr... why not safe at all?

JJ :cool:
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Errr ..... accidents happen.
A fixed/built in hob is unable to be knocked over by children, pets and clumsy people. There is no such thing as no risk as far as gas appliances are concerned but all we can stive to do is minimise risk.
Gas canisters/bottles have their rightful place outside of the living space.
 
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Depending on the specifics of the issue (if known) I'd reconnect mine and tell them thats what I was forced to do because of their inaction.I'd use it very carefully but don't take my advice as I'm a reckless lunatic.
 
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