Burstner water ingress warranty

dreckly

dreckly

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Back on the road after a 4 yr break
I have a 2011 Nexo and have water ingress in back external horizontal panel which has led to rusty water running down the back of the van. All warranty conditions have been met and the company (Burstner dealer in Cheltenham) who has completed the habitation service for the past two years, refuse to do the warranty work. They say I must return it to the original dealership of purchase. This is 340 miles from my home! I emailed Buerstner.com asking for advice two days ago, awaiting a response. Has any other funster had this experience, if so how did you manage it? If you have a van still under warranty and live a long way from the place of purchase, beware!!
Frustrated and a tad grumpy.
 
Oh dear, sorry to hear that Sue... where was it bought originally??

C
 
Emm Bee caravans, somewhere near Bury.
 
This is pretty common I'm afraid. The labour rate on warranty work paid to the dealers is generally so low that most are reluctant to take on warranty work if they haven't sold the van.
 
rickwiggans said:
This is pretty common I'm afraid. The labour rate on warranty work paid to the dealers is generally so low that most are reluctant to take on warranty work if they haven't sold the van.
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Thanks for letting me know. I have had a reply from Burstner saying a company that did not supply the vehicle is under no obligation. Though they do say many will. This seems bonkers to me as what happens if you purchase it in one country but live in another? I will certainly ensure, in the future, that I have my annual service with a company that will do any work required.

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I've been quite amazed by the shoddy quality service offered by motorhome manufacturers. They really do need to up their game - it reminds me of the motor trade in the 1970's
 
Is there another dealer, closer to, that will take it on
 
I think it is worth people heeding this warning, of course when you are talking to dealers from out of your area at outdoor shows and the NEC most won't tell you this.

The cheapest deal isn't always the cheapest deal.
 
dreckly said:
I have a 2011 Nexo and have water ingress in back external horizontal panel which has led to rusty water running down the back of the van. All warranty conditions have been met and the company (Burstner dealer in Cheltenham) who has completed the habitation service for the past two years, refuse to do the warranty work. They say I must return it to the original dealership of purchase. This is 340 miles from my home! I emailed Buerstner.com asking for advice two days ago, awaiting a response. Has any other funster had this experience, if so how did you manage it? If you have a van still under warranty and live a long way from the place of purchase, beware!!
Frustrated and a tad grumpy.
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Just found your post, as I have EXACTLY the same problem on my Burstner it726G which is making the rear panel unsightly due to the rusty water running down from the horizontal panel above. As it happens, I also bought the motorhome last September from a dealer in Scotland and as I live near Cheltenham, I have also received the "brush off" from that same dealer. Did you ever get the problem resolved with Burstner (or any dealer) or did you have to resort to "Sale of Goods Act" letters -which surely must come into play? I always thought a dealer network was set up to cover the customer wherever they lived.
 
Burstner are part of the Hymer group and I would expect the normal warranty to be pan-European you should be able to take it any Burstner dealer. I don't know about Burstner but Hymer tell you the dealers responsible for warrantry work are your supplying dealer and the dealer nearest to your home address you can also take it to any other dealer. I don't see why Burstner should be any different, need to call their bluff.

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Lenny HB said:
Burstner are part of the Hymer group and I would expect the normal warranty to be pan-European you should be able to take it any Burstner dealer. I don't know about Burstner but Hymer tell you the dealers responsible for warrantry work are your supplying dealer and the dealer nearest to your home address you can also take it to any other dealer. I don't see why Burstner should be any different, need to call their bluff.
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That's what I thought was logical, but not sure if Burstner dealers have been made aware of this. I am going to approach one or two other dealers before Burstner themselves as I have a problem with the shower leaking too. Will post when I have some result.
 
ian4apenny said:
That's what I thought was logical, but not sure if Burstner dealers have been made aware of this. I am going to approach one or two other dealers before Burstner themselves as I have a problem with the shower leaking too. Will post when I have some result.
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I can't believe it and I never considered there might be any warrantee after 5 years.
I have had the rear joint cover off my 2012 Burstner T660 this weekend trying to stop a bad leak I developed last week in Wales.
We had to return early because the water had run into the cupboards above the bed and soaked the bed and the bedding.
It is quite a clever joint and I really could not determine where any water could be getting in, although from the inside it seemed to be exactly where the roof curve meets the flat rear panel.
Underneath the plastic cover, which is lightly sealed to the body, is a aluminium trim you can just see underneath the bottom edge. The cover sits into the top of this and you also need to remove the high level brake light.
I resealed the top of the aluminium section bar and also resealed the top of plastic trim.
The seal of the joint between the roof and the rear wall is really quite well done.
We have also developed a leak from the shower last week and today after a close inspection could only silcon down the drain sive and silicon around the heater outlet in the base of the shower.

Let me know if you find out any more about these issues
 
ian4apenny said:
That's what I thought was logical, but not sure if Burstner dealers have been made aware of this. I am going to approach one or two other dealers before Burstner themselves as I have a problem with the shower leaking too. Will post when I have some result.
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Yes, you are quite correct, in that any dealer CAN do the work, but none of them are obliged to do the work. This is in part because so many of them have fully booked workshops and find it difficult to fit in their own customers, and as stated above, the warranty hourly rate that they get. Also, you may well find that the dealers put this specialist work out anyway. I happen to know, not through personal experience, but that of a friend, that this is the case with the dealer mentioned, Emmbee. I would speak to Emmbee - my experience of them is that they will get you sorted. They may be able to find a specialist repairer near to you.
 
rickwiggans said:
Yes, you are quite correct, in that any dealer CAN do the work, but none of them are obliged to do the work. This is in part because so many of them have fully booked workshops and find it difficult to fit in their own customers, and as stated above, the warranty hourly rate that they get. Also, you may well find that the dealers put this specialist work out anyway. I happen to know, not through personal experience, but that of a friend, that this is the case with the dealer mentioned, Emmbee. I would speak to Emmbee - my experience of them is that they will get you sorted. They may be able to find a specialist repairer near to you.
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Thanks rickwiggans.
 
dreckly said:
Thanks for letting me know. I have had a reply from Burstner saying a company that did not supply the vehicle is under no obligation. Though they do say many will. This seems bonkers to me as what happens if you purchase it in one country but live in another? I will certainly ensure, in the future, that I have my annual service with a company that will do any work required.
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This is why you should buy local, then the local dealer has an obligation to do your work, as they made the sale.

Would you provide a service for someone, at less than you actually charge, for something you didn't sell ?? I know I wouldn't.

These are the things you need to weigh up when 'saving money on purchase price' .

We charged a guy for a 'free' first service, as he didn't have the voucher , its the only way a non supplying dealer can recoup the cost .

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Suprised at the responce as Burstner are part of the Hymer group and it's no problem at all with a Hymer, we buy in Belguim and never have a problem getting warranty issues sorted.
 
When we had a warranty problem with our Autosleeper, the dealer couldn't do the work so they contacted the manufacturers who sent their service manager to look at it. ( a 250 mile round trip) He then arranged for it to be collected by a low loader and was delivered back to me 2 weeks later with everything fixed.
 
Allanm said:
When we had a warranty problem with our Autosleeper, the dealer couldn't do the work so they contacted the manufacturers who sent their service manager to look at it. ( a 250 mile round trip) He then arranged for it to be collected by a low loader and was delivered back to me 2 weeks later with everything fixed.
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Wow! That's a great service. Perhaps a future purchase -as long as it has a decent garage!:smiley:
 
Have also discovered that approved local dealers who did not supply the Motorhome, will reluctantly assess and carry out warranty work but try to fob you off by saying - "sorry but the earliest we can see the van is .........."

This happened to me this morning.. I rang the manufacturer to find a local sort out a leaking Aled heating system under warranty, they provided me with a local dealers details, I rang and explained that I purchased it from a dealer some 250miles away and needed the repairs done locally under the warranty....They said all eh right thanks NHS and then hit me with the sucker punch..."the earlier we can book the van in to assess the fault will be Mid December.."

Hmmmm. I don't think so!!
 
Crumbs I can't teep or speel !!!

Sorry will translate after my next meeting

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Stealaway said:
We have also developed a leak from the shower last week and today after a close inspection could only silcon down the drain sive and silicon around the heater outlet in the base of the shower.

Let me know if you find out any more about these issues
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Well today I decided to try to get to the bottom of the shower leaking in our Burstner. We had been away last week and after every shower water was running onto the carpet and out underneath the van by the rear wheel arch.
Either its the shower tray/drain - nightmare to get that out. Or the shower mixer tap.
I'll thought i'd start with the tap. I simply ran the shower hose into the sink for 5 minutes - nothing!
Then noticed water seeping along the edge of the shower tray at the bottom of the plastic shower wall - walla.
It must be coming from the mixer tap. Bit of faff to remove the plastic shower wall board but eventually exposed the tap and it was leaking like a goodun when turned on, running down the back of the wall and through the back of the shower tray that not sealed to the wall.
Local caravan stockists had a very similar one for £45 - sorted.
Hopefully this is the last of a succession of disasters this year, the van is just 5 years old -----should have sold it after 4!!!



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I am surprised that all you Autotrail and Swift owners haven't had a field day after all the "should have bought a German van" comments you receive about leaks and warranties.
 
We have also had a van from emmbee. Had a couple of problems early on and they were excellent at sorting us out. They even delivered it back to us after it had been fixed. I would use them again. It might be worth talking to them. I am sure they will try to help out.
 
PhilG said:
This is why you should buy local, then the local dealer has an obligation to do your work
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I bought a van 200 miles from home. I have had some warranty issues. The dealer and the converter have been great.
I saved £8000 by travelling the 200 miles and i shall happily take my van back for have the work carried out.
 
missmollie said:
I am surprised that all you Autotrail and Swift owners haven't had a field day after all the "should have bought a German van" comments you receive about leaks and warranties.
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Now that really wouldn't be fair to gloat ..

Water ingress is common among ALL manafcturers it seems, I cant get my head around how each individual vehicle can differ off of the production line, whether here in the UK or produced on the continent.

There are MANY vehicles owned on FUN that do not see a sniff of ingress.

I hate reading about water ingress on here as it is a reminder that we could all be affacted. Its sends fear though you if you know your investment is at risk.
 

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