C.L.S
Trader - Service & Repairs
- Jul 22, 2007
- 438
- 60
- Funster No
- 11
- MH
- Coachbuilt
- Exp
- Not long enough
Listed below is my dealings with Tom the new CEO of Brownhills via there " Ask Tom A Question "
Please find enclosed a copy of the email i have sent to your aftersales department.
FX 57 ***
SWIFT KONTIKI 665P
HABITATION DOOR NEEDS ADJUSTMENT
BATHROOM DOOR NEEDS ADJUSTMENT
PASSENGER SEAT HAS MARKS ON UPHOLSTERY
DRIVERS SEAT HAS SCORE MARKS ON UPHOLSTERY
SCUFF MARKS TO GREY TRIM AROUND FREEZER COMPARTMENT
SEVERAL SCRATCHES / MARKS TO INTERNAL CUPBOARD DOORS
KITCHEN SINK WASTE PIPE CUT SHORT AND COMES APART
CARPET NEEDS REPLACING , BINDING COMING AWAY
SCRATCHES / SCUFF MARKS ON EXTERNAL BODYWORK
ORIGINALLY ORDERED WITH 2ND SWING ARM COFFEE TABLE ( STILL WAITING )
REVERSING CAMERA HAS STOPPED WORKING
All of the above problems except the reversing camera were notified to yourselves via email 09/10/07 and are still outstanding.
Please supply the swing arm coffee table and brackets that was ordered with this vehicle and is on my original sales order. I have spoke to Swift and they are aware of the fault with the carpet so they should have it ready for you.
CAN I BOOK THIS IN FOR WEEK COMMENCING MONDAY 26TH NOVEMBER AND COLLECTION ON FRIDAY 30TH NOVEMBER , COULD YOU PLEASE ARRANGE FOR A COURTESY CAR TO BE AVAILABLE FROM MONDAY 26TH . Also could I be booked in the overnight facility for Friday 30th and Saturday 1st .
Many thanks………. Mark
Last Updated: 2007/11/27 22:05:12
You asked us to do the following:
Tom while i am hopefull that the outstanding works will be completed i wish to bring it to your attention so if there is any problems i am able to report it back to yourself and you are aware of it
Thanks Mark
This Question Has Been Answered
Brownhills say:
Dear Mark
Thanks for bringing this to my attention.
I have asked my PA to double check that our Aftersales have received your email and you are booked in for the week commencing 26 November.
Your Reply 1:
Unfortunatly today did,nt go as planned, I arrived at 11.30am and a car was not available for me even though i had booked one 3 weeks prior. Elle in customer services was very helpful in trying to arrange a hire car . We had to be in Stoke-on- Trent by 2.00pm to view a residential college for my handicapped son and a vehicle could,nt be made available until 1.15 at the earliest. Therefore i was left with no choice but to take back my motorhome and travel in it to view the college. I have had a wasted journey to Newark , the cost of fuel in getting there and having to use the vehicle in getting to Stoke-on-Trent and having half a day off work to travel to Newark. And know i have got to arrange and travel back to Newark AGAIN ! for remedial works to be done
I do not think i am being unreasonable in seeking compensation for the above and I await your response
Mark
Brownhills Say To Your Reply:
We would have to seek the compensatuion from the customer who didn't bring the loan vehicle back Mark
Let me take a look at the circumstances in the morning please
Regards
Tom
UPDATE - Before we go any further Mark - please paste the email you refer to, in it's entirity, into a reply here; it is not usual to se a purported copy email with no address and no send stamp - please provide this so we can investigate.
Your Reply 2:
Tom that is the email in it,s entirity , I recieved a phone call from your aftersales department after sending the email to yourself confirming dates and confirming the availabilty of a courtesy car. Elle had a copy of the email in her possesion to action the required works ????? I don,t see the relevance of send stamp or address when everyone involved had a copy ,.
As you can appreciate i had a wasted journey yesterday and now have to arrange another journey to Newark for remedial works. In a little over 12 months i have spent approaching £100,000 with Brownhills on 2 New motorhomes plus all accessories , so requesting to be reimbursed for yesterday is not to much to ask ?
Mark
Brownhills Say To Your Reply:
The loan car is a free service Mark, if another customer doesn't bring it back in time - in what way are we to blame? We could fix that by not lending cars but that would be a backward step
Regarding the email - everyone replied because I asked them to through my office - I would still like please a copy of the original email showing the exact email address to whom it was sent together with the system time when it was transmitted
Your Reply 3:
I have forwarded the email to Elle and asked her to print it for you. I have spoke to Elle today and the email problem has been sorted. I sent it to e.harrison ..... no . in her email address !
I appreciate the loan car is a free service ....... so what is the outcome of our disscussions ? As i need to make some sort of arrangements .
Mark
Brownhills Say To Your Reply:
I think Mark, that we are back at the start - your email never came into the business because it was wrongly addressed so we couldn't be expected to deal with it.
The loan car came back late because a previous customer didn't bring it back on time.
El is piggy in the middle trying to resolve matters - I think she is brilliant at what she does and that we should allow her to do her job on a level playing field.
So I guess what I'm saying is - why don't we just let you deal with El and she will do her best to help?
Best Regards
Tom
Your Reply 4:
Tom has i have already stated all those involved had a copy of the email and the loan car had been arranged and remedial works booked in. So yes i could expect Brownhills to deal with it even though my email never reached Elle directly. As for the hire car yes i agree this was beyond your control. Elle does a great job and i commented on this on a previous reply. My only concern is that i,m out of pocket and still have to return back to Newark a second time for works to be attempted . I have a fuel reciept for £30.00 and would appreciate this to be settled.
Mark
Brownhills Say To Your Reply:
I'm sure you would Mark but you already accept that it was beyond our control - best thing I can do is not promise a loan car then we won't get in this position again. We won't be refunding the receipt I'm sorry to say. El is happy to make arrangements for the repair.
Thanks
Tom
The only text removed from the above is my telephone number , surname and vehicle registration.
So to briefly summarise i turn up on an agreed date to drop the van off for remedial work. The loan car that was promised to me was not returned by the previous user...... Solution , hire me another car Unfortunatly i had an appointment to view a residential college for my disabled son quite some distance away and the hire car would not be delivered in time for me to make my appointment.
Therefore i had to take back my van and go in that.....
I request reimbursment of £30.00 for fuel How much would the hire car cost for a week ?
Perhaps it,s me being greedy and expecting to much after all i only spent approaching £100,000 in a 12 month period with them ( How much more do you think i,ll spend with them ?
)
So be warned if you turn up expecting a loan car and it,s not available......
oh:
______________________________________________________________
Please find enclosed a copy of the email i have sent to your aftersales department.
FX 57 ***
SWIFT KONTIKI 665P
HABITATION DOOR NEEDS ADJUSTMENT
BATHROOM DOOR NEEDS ADJUSTMENT
PASSENGER SEAT HAS MARKS ON UPHOLSTERY
DRIVERS SEAT HAS SCORE MARKS ON UPHOLSTERY
SCUFF MARKS TO GREY TRIM AROUND FREEZER COMPARTMENT
SEVERAL SCRATCHES / MARKS TO INTERNAL CUPBOARD DOORS
KITCHEN SINK WASTE PIPE CUT SHORT AND COMES APART
CARPET NEEDS REPLACING , BINDING COMING AWAY
SCRATCHES / SCUFF MARKS ON EXTERNAL BODYWORK
ORIGINALLY ORDERED WITH 2ND SWING ARM COFFEE TABLE ( STILL WAITING )
REVERSING CAMERA HAS STOPPED WORKING
All of the above problems except the reversing camera were notified to yourselves via email 09/10/07 and are still outstanding.
Please supply the swing arm coffee table and brackets that was ordered with this vehicle and is on my original sales order. I have spoke to Swift and they are aware of the fault with the carpet so they should have it ready for you.
CAN I BOOK THIS IN FOR WEEK COMMENCING MONDAY 26TH NOVEMBER AND COLLECTION ON FRIDAY 30TH NOVEMBER , COULD YOU PLEASE ARRANGE FOR A COURTESY CAR TO BE AVAILABLE FROM MONDAY 26TH . Also could I be booked in the overnight facility for Friday 30th and Saturday 1st .
Many thanks………. Mark
Last Updated: 2007/11/27 22:05:12
You asked us to do the following:
Tom while i am hopefull that the outstanding works will be completed i wish to bring it to your attention so if there is any problems i am able to report it back to yourself and you are aware of it
Thanks Mark
This Question Has Been Answered
Brownhills say:
Dear Mark
Thanks for bringing this to my attention.
I have asked my PA to double check that our Aftersales have received your email and you are booked in for the week commencing 26 November.
Your Reply 1:
Unfortunatly today did,nt go as planned, I arrived at 11.30am and a car was not available for me even though i had booked one 3 weeks prior. Elle in customer services was very helpful in trying to arrange a hire car . We had to be in Stoke-on- Trent by 2.00pm to view a residential college for my handicapped son and a vehicle could,nt be made available until 1.15 at the earliest. Therefore i was left with no choice but to take back my motorhome and travel in it to view the college. I have had a wasted journey to Newark , the cost of fuel in getting there and having to use the vehicle in getting to Stoke-on-Trent and having half a day off work to travel to Newark. And know i have got to arrange and travel back to Newark AGAIN ! for remedial works to be done
I do not think i am being unreasonable in seeking compensation for the above and I await your response
Mark
Brownhills Say To Your Reply:
We would have to seek the compensatuion from the customer who didn't bring the loan vehicle back Mark
Let me take a look at the circumstances in the morning please
Regards
Tom
UPDATE - Before we go any further Mark - please paste the email you refer to, in it's entirity, into a reply here; it is not usual to se a purported copy email with no address and no send stamp - please provide this so we can investigate.
Your Reply 2:
Tom that is the email in it,s entirity , I recieved a phone call from your aftersales department after sending the email to yourself confirming dates and confirming the availabilty of a courtesy car. Elle had a copy of the email in her possesion to action the required works ????? I don,t see the relevance of send stamp or address when everyone involved had a copy ,.
As you can appreciate i had a wasted journey yesterday and now have to arrange another journey to Newark for remedial works. In a little over 12 months i have spent approaching £100,000 with Brownhills on 2 New motorhomes plus all accessories , so requesting to be reimbursed for yesterday is not to much to ask ?
Mark
Brownhills Say To Your Reply:
The loan car is a free service Mark, if another customer doesn't bring it back in time - in what way are we to blame? We could fix that by not lending cars but that would be a backward step
Regarding the email - everyone replied because I asked them to through my office - I would still like please a copy of the original email showing the exact email address to whom it was sent together with the system time when it was transmitted
Your Reply 3:
I have forwarded the email to Elle and asked her to print it for you. I have spoke to Elle today and the email problem has been sorted. I sent it to e.harrison ..... no . in her email address !
I appreciate the loan car is a free service ....... so what is the outcome of our disscussions ? As i need to make some sort of arrangements .
Mark
Brownhills Say To Your Reply:
I think Mark, that we are back at the start - your email never came into the business because it was wrongly addressed so we couldn't be expected to deal with it.
The loan car came back late because a previous customer didn't bring it back on time.
El is piggy in the middle trying to resolve matters - I think she is brilliant at what she does and that we should allow her to do her job on a level playing field.
So I guess what I'm saying is - why don't we just let you deal with El and she will do her best to help?
Best Regards
Tom
Your Reply 4:
Tom has i have already stated all those involved had a copy of the email and the loan car had been arranged and remedial works booked in. So yes i could expect Brownhills to deal with it even though my email never reached Elle directly. As for the hire car yes i agree this was beyond your control. Elle does a great job and i commented on this on a previous reply. My only concern is that i,m out of pocket and still have to return back to Newark a second time for works to be attempted . I have a fuel reciept for £30.00 and would appreciate this to be settled.
Mark
Brownhills Say To Your Reply:
I'm sure you would Mark but you already accept that it was beyond our control - best thing I can do is not promise a loan car then we won't get in this position again. We won't be refunding the receipt I'm sorry to say. El is happy to make arrangements for the repair.
Thanks
Tom
The only text removed from the above is my telephone number , surname and vehicle registration.
So to briefly summarise i turn up on an agreed date to drop the van off for remedial work. The loan car that was promised to me was not returned by the previous user...... Solution , hire me another car Unfortunatly i had an appointment to view a residential college for my disabled son quite some distance away and the hire car would not be delivered in time for me to make my appointment.
Therefore i had to take back my van and go in that.....
I request reimbursment of £30.00 for fuel How much would the hire car cost for a week ?
Perhaps it,s me being greedy and expecting to much after all i only spent approaching £100,000 in a 12 month period with them ( How much more do you think i,ll spend with them ?

So be warned if you turn up expecting a loan car and it,s not available......

______________________________________________________________