Fiat Camper Assist - Terrible Ordeal on M5

[C33JAY]

We are on our way to Cornwall my Wife and I & our Two dogs just joining the M5 on Junction 23 from Bridgwater where we live when between junction 24 & 25 just before the 50MPH speed limit / Road works & narrow lanes we break down @ 1700hrs so onto the quite narrow hard shoulder I roll, after a few attempts to try and get it started no joy so we rang Fiat Camper Assist to get the Recovery process started, this is a very long story however this is the short version.
After 30 minutes the Free recovery turns up only to tell me the limit on his flat bed is 3.5t and Im 3.5t fully loaded for holiday, so he says that will bend my flatbed and advises me to request a bigger truck from my breakdown service and very keenly gets me to sign a disclaimer (Mistake on my part and i sign)
3 & half hours later the RAC guy turns up and plugs into the OBD port = Fuel Pump low pressure ! he bangs a few things the pump included with a lump of wood but no joy very apologetic he contacts the control and requests a Flat Bed and also asks me why I refused free recovery to the services where I would be safe, I told him what the Free recovery guy said about bending his flat bed, he said he should of requested at that stage a bigger flat bed (Why he didnt god only knows) the RAC guy says some recovery drivers are scared of New Motorhomes and scratching them !! what can I say to that.
So @ 2100hrs I organise my Daughter in law to pick my Wife and our 2 x dogs up and take them home so they are safe.
I continue to wait on the Hardshoulder making several calls to Camper Assist and the Highways control who tell me the Flat Bed is 90 minutes away which should of been approx 2230hrs, the Flat bed arrived just before Midnight so Ive been sat on the hardshoulder with Lorrys rumbling past for 7 x hours, I arrived home @ 0100hrs.

So ive read up on the Camper Assist to see what it says about Dogs and it does not make mention of them, the reason I want to know more is because this terrible ordeal has left me thinking No one cares about individuals safety and certainly not about 2 x dogs.

I count myself fortunate that in my Driving career ive only ever broke down twice once in a car with a snapped cam belt and once on a Motorbike with a water pump failure, and I confess I expected a lot better than what I got when I broke down on a UK Motorway.

Im going to look into alternative Breakdown cover and will ask Fiat Camper Assist what there policy is regarding dogs.

My Motorhome is due to be picked up @ the end of this month to be taken to a local Fiat dealer for repair.

Rgds CJ

 

[MichaelT]

So what is your issue, the length of time for a heavy enough truck to pick you up or to see if Fiat Assist will look after your dogs?

 

[C33JAY]

So what is your issue, the length of time for a heavy enough truck to pick you up or to see if Fiat Assist will look after your dogs?

Just sharing with people my ordeal and the terrible service I received not sure if this is the standard in the UK ? and ive never broken down before on a UK Motorway and didnt know exactly what to expect.

This ordeal has prompted me to think about my Dogs and the problem they may be to a recovery company so hence my investigations (ongoing)

Rgds CJ

 

[icantremember]

It sounds like a bit of a nightmare scenario ... would have been even worse on a "smart motorway".

 

[C33JAY]

Early Indications look like its a Recovery Drivers discretion has to whether he carrys a dog failing that the dog can stay in the towed / carried vehicle.

Investigations ongoing

If anyone has experience of breaking down with Animals onboard would love to hear of your experience.

Rgds CJ

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[C33JAY]

It sounds like a bit of a nightmare scenario ... would have been even worse on a "smart motorway".

I said exactly that to my Wife especially when you consider no one including Traffic officers stopped to see how we were, I was fixed to my Mirror in fear of a rear ender especially when it got dark and on an Unlit Motorway Not Funny !!

Rgds CJ

 

[MichaelT]

I said exactly that to my Wife especially when you consider no one including Traffic officers stopped to see how we were, I was fixed to my Mirror in fear of a rear ender especially when it got dark and on an Unlit Motorway Not Funny !!

Rgds CJ

You should really have got out of the vehicle and moved to behind the barrier but can understand why you stayed aboard.

 

[carolyn]

I’m not sure that it has anything to do with your dogs. You did break down in peak holiday season so you were probably just unlucky. We broke down on the way to the ferry for our first trip to celebrate my retirement one Sunday afternoon about 10 miles from home. Foolish us to choose Glastonbury weekend, the first truck arrived quickly and towed us to a place of safety in a Tescos car park. We then waited 4 hours for an AA man who couldn’t fix it and then another 4 or 5 for the tow truck to take us back home and it was the same man from earlier! Never made it to France that year.

I am sorry for your experience though, we can laugh about ours now but we didn’t at the time.

 

[Spriddler]

I said exactly that to my Wife especially when you consider no one including Traffic officers stopped to see how we were, I was fixed to my Mirror in fear of a rear ender especially when it got dark and on an Unlit Motorway Not Funny !!

Rgds CJ

Awful experience but aren't you supposed to leave the vehicle and wait the other (safe?) side of the motorway barrier? No fun for seven hours though.

....no one including Traffic officers stopped to see how we were,

It could be that they were made aware by their control centre that recovery had been arranged.

 

[C33JAY]

You should really have got out of the vehicle and moved to behind the barrier but can understand why you stayed aboard.

Yes Indeed and I am not defending my actions only that there is no barrier on that stretch of the Motorway and from the hard shoulder the surface is large stones (difficult to walk on) then immediately up a steep overgrown ramp, I would love to see the risk assessment for this one ! This ordeal has been a learning curve for me without doubt, however there is a Lot the Motorway agency could do to make it a load lot better and safer for people with children and or kids, and god help you if you have any sort of mobility limitations.

Rgds CJ

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[busby]

We are on our way to Cornwall my Wife and I & our Two dogs just joining the M5 on Junction 23 from Bridgwater where we live when between junction 24 & 25 just before the 50MPH speed limit / Road works & narrow lanes we break down @ 1700hrs so onto the quite narrow hard shoulder I roll, after a few attempts to try and get it started no joy so we rang Fiat Camper Assist to get the Recovery process started, this is a very long story however this is the short version.
After 30 minutes the Free recovery turns up only to tell me the limit on his flat bed is 3.5t and Im 3.5t fully loaded for holiday, so he says that will bend my flatbed and advises me to request a bigger truck from my breakdown service and very keenly gets me to sign a disclaimer (Mistake on my part and i sign)
3 & half hours later the RAC guy turns up and plugs into the OBD port = Fuel Pump low pressure ! he bangs a few things the pump included with a lump of wood but no joy very apologetic he contacts the control and requests a Flat Bed and also asks me why I refused free recovery to the services where I would be safe, I told him what the Free recovery guy said about bending his flat bed, he said he should of requested at that stage a bigger flat bed (Why he didnt god only knows) the RAC guy says some recovery drivers are scared of New Motorhomes and scratching them !! what can I say to that.
So @ 2100hrs I organise my Daughter in law to pick my Wife and our 2 x dogs up and take them home so they are safe.
I continue to wait on the Hardshoulder making several calls to Camper Assist and the Highways control who tell me the Flat Bed is 90 minutes away which should of been approx 2230hrs, the Flat bed arrived just before Midnight so Ive been sat on the hardshoulder with Lorrys rumbling past for 7 x hours, I arrived home @ 0100hrs.

So ive read up on the Camper Assist to see what it says about Dogs and it does not make mention of them, the reason I want to know more is because this terrible ordeal has left me thinking No one cares about individuals safety and certainly not about 2 x dogs.

I count myself fortunate that in my Driving career ive only ever broke down twice once in a car with a snapped cam belt and once on a Motorbike with a water pump failure, and I confess I expected a lot better than what I got when I broke down on a UK Motorway.

Im going to look into alternative Breakdown cover and will ask Fiat Camper Assist what there policy is regarding dogs.

My Motorhome is due to be picked up @ the end of this month to be taken to a local Fiat dealer for repair.

Rgds CJ

Reckon you were very very lucky being on the hard shoulder for that length of time without being hit.Dont think I would have stayed in it.What a terrible ordeal you suffered BUSBY.

 

[Boringfrog]

Flatbed limit 3.5T you were 3.5T what was the problem?

 

[C33JAY]

Reckon you were very very lucky being on the hard shoulder for that length of time without being hit.Dont think I would have stayed in it.What a terrible ordeal you suffered BUSBY.

I always draw on a positive wherever possible and that is Im home safe with my Wife and two dogs and a Motorhome all in one piece

 

[FIDGET]

Hi CJ , sorry to hear your really awful experience,
we had a problem in France on a saturday pm, oil leak , contacted RAC who I must say were more than helpful (speak good english) , offered us a hotel fir us and dog if we so wished as breakdown truck could lift & tow us in but the vehicle would be in a locked compound till monday , or we could sit it out on the aire which was where we noticed the leak till monday 9.am , we chose the latter .
Come monday 9am breakdown truck arrived , driver couldn't speak any english (we were ready for him & wondered about the dog our cocker spaniel ) no problem , lifted motorhome up the ramp onto the back of truck , I lifted wife into the truck cab then the dog , I got in also , on the way to the garage with in 30 mins , at the garage again noone spoke any english & I only very small ammount of french jibberish.
I had explain about that we wanted if possible an electrical hook up , no problem (this was to keep wifes medication cold ,
They sorted oil leak and we were back on the road by 12 o clock after paying the bill . RAC keep us informed at 08.30 am then checked at 10.30 & again at 12.30 to see that all was well.
By the way they only lift or tow , as don't do roadside repairs.
I wish you had had a similar experience .
Terry

 

[C33JAY]

Flatbed limit 3.5T you were 3.5T what was the problem?

The Free recovery driver stated that because I was fully loaded for Holiday that I would be over his 3.5t limit, and it would therefore break his flat bed truck, I found out later he should of organised a suitable truck to take me to the services.

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[busby]

The Free recovery driver stated that because I was fully loaded for Holiday that I would be over his 3.5t limit, and it would therefore break his flat bed truck, I found out later he should of organised a suitable truck to take me to the services.

Think he was talking out his arse.If he could carry 3.5 tonne he could carry you..BUSBY.

 

[C33JAY]

Hi CJ , sorry to hear your really awful experience,
we had a problem in France on a saturday pm, oil leak , contacted RAC who I must say were more than helpful (speak good english) , offered us a hotel fir us and dog if we so wished as breakdown truck could lift & tow us in but the vehicle would be in a locked compound till monday , or we could sit it out on the aire which was where we noticed the leak till monday 9.am , we chose the latter .
Come monday 9am breakdown truck arrived , driver couldn't speak any english (we were ready for him & wondered about the dog our cocker spaniel ) no problem , lifted motorhome up the ramp onto the back of truck , I lifted wife into the truck cab then the dog , I got in also , on the way to the garage with in 30 mins , at the garage again noone spoke any english & I only very small ammount of french jibberish.
I had explain about that we wanted if possible an electrical hook up , no problem (this was to keep wifes medication cold ,
They sorted oil leak and we were back on the road by 12 o clock after paying the bill . RAC keep us informed at 08.30 am then checked at 10.30 & again at 12.30 to see that all was well.
By the way they only lift or tow , as don't do roadside repairs.
I wish you had had a similar experience .
Terry

That is the type of service I was expecting in the UK of all places, foolish me why would I expect that rofl

So glad you had a good experience its all about the people and whether they want to help you or not.

Kind Regards CJ

 

[funflair]

The Free recovery driver stated that because I was fully loaded for Holiday that I would be over his 3.5t limit, and it would therefore break his flat bed truck, I found out later he should of organised a suitable truck to take me to the services.

I think he wanted an early finish

 

[Jimbohorlicks]

You were very lucky to be be able to relate this tale after having sat in your van looking in the mirror on the hard shoulder,for all that time. What would you have done if you had seen a vehicle hurtling towards you? You wouldn't have had time to react, get clear or even grab the dog.

 

[The Coops]

I would write in the first instance, not an e mail but a good old recorded delivery letter to Fiat Assist and explain what went wrong, with regard to the information given to the call centre and the response, we had something similar happen when we were in France on a Honda motorbike, the clutch exploded, the rear wheel locked and DC accused me of showboating as we snaked and skidded on the road coming eventually to a stop, The brakes would not work as the ABS was telling the computer we were stationary! Anyway we contacted Honda assist ( The bike was 8 days old!) and explained the problem and where we were, it was Bastille Day on a Friday and 35C plus heat,,,,,,,,,,,,5 hours later the tow truck turned up, the driver only spoke limited french but we managed to converse via DC's German, he took us to the workshop, closed but they were an Avis agent, contacted Honda assist. could we have a hire car? No we can have a taxi to our destination! But its miles away! We will cover it! Taxi turns up 430 euros later we get to destination 10 hrs late! Can't get anything done to bike and were going home on the Tuesday, no problem says Honda, we will fly you home, ! Nearest airport at Arles, another taxi and £750 each for tickets to Liverpool ( everyone else on the plane had paid £10 to see Bob Dylan perform at Arles and bought the tickets months ago!) We arrive back at Liverpool late on and have no way of getting home as trains had stopped, Went to Enterprise desk and were met by one of our ex cadets! We got a one way hire for £65 and got home. Honda contacted us on the Friday and said the bike would be over a month being shipped home. Not good enough so paid for me to fly out collect and paid for the fuel and hotels and ferry to get home, We were offered five free services and a new set of tyres as an apology and fully refunded for our expenses and a goodwill payment as well . Persevere and complain in a logical and constructive manner it may pay dividends Mention you use this forum and the amount of traders and potential customers they may lose with such appalling service! Good luck

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[chatteris]

surely they could have towed you off the motorway did not need to put it on a truck

 

[Brains]

Last Friday my sister broke down
She happened to be in a safe area, outside my mothers house.

• 4.30 pm - Called the RAC. - with you within 90 mins they said.
• Text Confirmation
• 6.30pm - Called the RAC - Bit of a delay should be with you within the hour
• 8pm - Called the RAC - Not sure when we can get to you
• Text confirmation of a 'delay'
• 10pm - Called the RAC - We dont have anyone available, and it's dark
• 11pm - RAC called back! - We cant come tonight, do you have a way of getting home ?
• 11.30pm - My sister got her son to pick her up and take her home
• 9am - Text from RAC - We will be with you between 11am and 2pm
• My sister has to get a taxi back to my Mums
• 11.30am - RAC finally arrive!
• 12.30 - Problem is diagnosed as a totally knackered battery (oddly, a RAC battery bought 18 months ago)
• 12.45 - RAC sell her a new battery for £175 (list price is £75)

Car now working, 20 hours from the initial call, RAC log it as fixed from the 9am text, so within 4 hours

So a 7 hr wait on the side of a motorway I'd say is par for the course.

 

[maison]

Did Highway Officers or Police Officers provide no shielding for you?

I thought, for some reason, that that was one of their responsibilities.

 

[martin2603]

O K So why did the Highways Agency Penguins close of the nearside lane and Cone you off ?
This is standard procedure these days, We all know that they will close a lane or preferably the whole motorway at the slightest excuse, for the pure pleasure of inconveniencing as many motorists as possible.
The Recovery man should have towed you off with a bar to the nearest services, and then worked out plan B .

 

[CazPaul]

Last Friday my sister broke down
She happened to be in a safe area, outside my mothers house.

• 4.30 pm - Called the RAC. - with you within 90 mins they said.
• Text Confirmation
• 6.30pm - Called the RAC - Bit of a delay should be with you within the hour
• 8pm - Called the RAC - Not sure when we can get to you
• Text confirmation of a 'delay'
• 10pm - Called the RAC - We dont have anyone available, and it's dark
• 11pm - RAC called back! - We cant come tonight, do you have a way of getting home ?
• 11.30pm - My sister got her son to pick her up and take her home
• 9am - Text from RAC - We will be with you between 11am and 2pm
• My sister has to get a taxi back to my Mums
• 11.30am - RAC finally arrive!
• 12.30 - Problem is diagnosed as a totally knackered battery (oddly, a RAC battery bought 18 months ago)
• 12.45 - RAC sell her a new battery for £175 (list price is £75)

Car now working, 20 hours from the initial call, RAC log it as fixed from the 9am text, so within 4 hours

So a 7 hr wait on the side of a motorway I'd say is par for the course.

Now thats shocking service, surely worthy of a complaint and recompense, thst should warrant a bloody free battery.

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[angusboy]

As I live in bridgwater myself I know what u mean taking far too long to do that job glad u are ok

 

[Ratcatcher]

Many years ago, we had a car crash near glencoe, my wife, daughter, our niece and our dog went to hospital in an ambulance where a doctor checked them all over including the dog.
I waited with the police for the breakdown truck, then the police took me to hospital, on the way he got a call out so we blue lighted for a bit, then it was cancelled, so continued to hospital, collected everyone, and took us to our campsite. Next day the policeman called at the site to check we were ok!

 

[tonyidle]

You were very lucky to be be able to relate this tale after having sat in your van looking in the mirror on the hard shoulder,for all that time. What would you have done if you had seen a vehicle hurtling towards you? You wouldn't have had time to react, get clear or even grab the dog.

After 7 hours outside in some recent weather they'd be lucky to survive exposure.

 

[Coolcats]

We are on our way to Cornwall my Wife and I & our Two dogs just joining the M5 on Junction 23 from Bridgwater where we live when between junction 24 & 25 just before the 50MPH speed limit / Road works & narrow lanes we break down @ 1700hrs so onto the quite narrow hard shoulder I roll, after a few attempts to try and get it started no joy so we rang Fiat Camper Assist to get the Recovery process started, this is a very long story however this is the short version.
After 30 minutes the Free recovery turns up only to tell me the limit on his flat bed is 3.5t and Im 3.5t fully loaded for holiday, so he says that will bend my flatbed and advises me to request a bigger truck from my breakdown service and very keenly gets me to sign a disclaimer (Mistake on my part and i sign)
3 & half hours later the RAC guy turns up and plugs into the OBD port = Fuel Pump low pressure ! he bangs a few things the pump included with a lump of wood but no joy very apologetic he contacts the control and requests a Flat Bed and also asks me why I refused free recovery to the services where I would be safe, I told him what the Free recovery guy said about bending his flat bed, he said he should of requested at that stage a bigger flat bed (Why he didnt god only knows) the RAC guy says some recovery drivers are scared of New Motorhomes and scratching them !! what can I say to that.
So @ 2100hrs I organise my Daughter in law to pick my Wife and our 2 x dogs up and take them home so they are safe.
I continue to wait on the Hardshoulder making several calls to Camper Assist and the Highways control who tell me the Flat Bed is 90 minutes away which should of been approx 2230hrs, the Flat bed arrived just before Midnight so Ive been sat on the hardshoulder with Lorrys rumbling past for 7 x hours, I arrived home @ 0100hrs.

So ive read up on the Camper Assist to see what it says about Dogs and it does not make mention of them, the reason I want to know more is because this terrible ordeal has left me thinking No one cares about individuals safety and certainly not about 2 x dogs.

I count myself fortunate that in my Driving career ive only ever broke down twice once in a car with a snapped cam belt and once on a Motorbike with a water pump failure, and I confess I expected a lot better than what I got when I broke down on a UK Motorway.

Im going to look into alternative Breakdown cover and will ask Fiat Camper Assist what there policy is regarding dogs.

My Motorhome is due to be picked up @ the end of this month to be taken to a local Fiat dealer for repair.

Rgds CJ

I had an issue with the AA, we were broken down in a car park (no height barrier), it was snowing and rather cold. it took 6 hours for the AA to finally arrive, the truck did come out took one look at the car park and drove off (I did not realise this was happening, the rational was it was a private car park (railway carpark) and did not want to enter. The net result was mild hypothermia for myself and the wife.

Don't think by changing Breakdown companies will ensure brilliant service. they all can have their issues, its not limited to Fiat Assist, who contract with 3rd parties.

Just read the other experiences which confirm the issues

 

[Littlewheels]

l am so pleased you survived this experience it must have been frightening.l,m sure you had Hazard Lights on but would recommend carrying Reflective Triangles they are collapsable and cheap but very effective when placed at intervals behind the Vehicle ,l also carry a battery powered freestanding flashing warning light. Being prepared often costs very little but can save your life in a situation that you have just had.

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