Hymer say NO after Covid shutdown

M

M J

Joined
Oct 4, 2016
Posts
45
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38
Location
Wiltshire UK
Funster No
45,439
MH
Hymer
Exp
since 2014
I am extremely disappointed to report Hymer total disregard of customer service in resolving a rear view camera problem.


IMG_2317.jpg





From the photo you can see the unacceptable rear view driving home from the dealer.



We booked “Harry” the MH into TW as our previous experience with them sorting a fuel filler pipe that was cut through during manufacture had been so good.



Booked and dropped off two weeks before the end of the 2 year warranty for a Fiat 1st service Hymer damp and habitation check plus the rear view issue. We had seen condensation in the camera lens. Due to Covid restrictions TW and I believe Hymer were closed the next day and the MH remained with them until they opened on 6th July with all the work reported complete.

The camera lens having been “removed the area cleared out the lens reapplied and tested” – later investigation showed this to be impossible as the camera /lens is a sealed Bullitt unit.



On the Journey home the rear view was useless and the photo shown taken. I emailed TW who raised the issue with Hymer. After a few weeks I found new cameras made by the same manufacture CAMOS were promoting a better white out protection – CAMOS referred me to Hymer who are their exclusive customer.



TW were helpful and pushed Hymer for a fix, I supplied a copy of the purchase order as requested.



Hymer responded the MH was now out of warranty and that was that.



TW pleaded the case that the fault was known before the end of the warranty and both had been shut down due to covid and this was the first opportunity to get this resolved.



No Hymer said No appeal.



So how do we fix this?



Hymer offer is that I pay for a new camera and fitting and they will test the old one and refund the cost of the camera if they decide its broken.



This would cost me a staggering £1010.93 inc VAT.



That’s what Hymer think of its customers - be warned.
 
A lot comes down to the dealer and their relationship with Hymer. We have often had faults fixed that were out of warranty.
 
I guess you have washed the lense haven’t you? Sorry for stbo!

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Mine was replaced twice during the warranty period second time was embarrassing for the dealer and fitter. Tested it on way home to find image was upside down, returned and the refitted it the right way up. The fitters excuse was when fitted in garage and rested it was aimed at the corrugations on garage wall. 🤪🤪🤪 It’s still a crap camera catches all the road dirt and steams up.
 
Again if it was a factory fit then your contract is with Travel World or whoever you bought it from, assuming a dealer. As they say the problem was known before the warranty ran out then THEY should fix it. Hymer, Covid and shut downs have nothing at all to do with it.
 
I agree that the dealer may have chased stuff up for you but it's them that are liable for any costs. I would write to them and say so. If they then decide to take it up with Hymer it's up to them. It would be different if it was a goodwill claim out of warranty. I would just first get it in writing from the dealer that you let the dealer know when it was still in warranty! maybe just an email setting out what happened saying you are disappointed having bought it in within the warranty period.
 
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Lenny HB said:
A lot comes down to the dealer and their relationship with Hymer. We have often had faults fixed that were out of warranty.
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We had our main roof blind replaced, in July when van was 8 months out of warranty. I know that the dealer had spoken to Hymer about it, and gained their agreement.
 
Your contact is with your dealer and not Hymer. Don’t be fobbed off by the Hymer won’t honour it crap, that’s the dealers problem and not yours.
 
bellabee said:
We had our main roof blind replaced, in July when van was 8 months out of warranty. I know that the dealer had spoken to Hymer about it, and gained their agreement.
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Mine is having the hab door blind replaced for the second time at the end of the month van is 18 months out of warranty.

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Just a question, you say your using the rear view camera whilst driving, isn’t that what the door mirrors are for and the rear view camera for reversing. And that car following you is a bit close :)
 
M J said:
I am extremely disappointed to report Hymer total disregard of customer service in resolving a rear view camera problem.

View attachment 425274


From the photo you can see the unacceptable rear view driving home from the dealer.
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In my - 2018 Exsis-i, I have the same Zenec and my rear view camera picture is exactly the same. You can see the condensation in the end clear cap over the camera lens. I haven't looked at it yet as its not really obvious how the camera is fitted to the rear panel. I guess I'll need to remove the back of some of the storage lockers in the bedroom to get at the fittings.

There must be a way of getting the cover off and cleaning it or grafting a new camera into the housing.

My back-up reverse camera is fine though so its not really bothered me. Its just on my list of winter things to fix.
 
You are aware that TW is owned by Hymer? So they are lying to you on two counts. The BS story about disassembly etc, and that Hymer say no.
You have been told what to do. Small claims court. If its not yet in writing, be a fraction as deceitful as they are and start an email dialogue that is friendly remind them that after failing to repair it they should be helping you not asking for a grand etc etc.
The whole group is American owned now. Their only likely future is downward.
 
Just a thought here but the rear view camera is probably a Fiat item therefore Hymer would reject the claim as it would be a Fiat part. Why not call Fiat Camper they can advise.

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Coolcats said:
Just a thought here but the rear view camera is probably a Fiat item therefore Hymer would reject the claim as it would be a Fiat part. Why not call Fiat Camper they can advise.
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He has already said its a Camos supplied by Hymer.
 
Ask for copies of the communications between the dealer and Hymer to make sure the problem had been properly logged with the manufacturer. You have already been told porky pies.
M J said:
The camera lens having been “removed the area cleared out the lens reapplied and tested” – later investigation showed this to be impossible as the camera /lens is a sealed Bullitt unit.
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What makes you think the dealer blaming Hymer is the truth?
 
dicksob said:
Im sure TW are a family owned company, they deal only in Hymer franchise, but not owned by them.
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That was a while ago, and before the new building went up. I would be interested to know what company name appears on an invoice from Travelworld? (the small print one, not the one at the top) As the company registered to that address: Erwin Hymer Centre Travelworld, is a one share of £1 value dormant company with a one page dormant company status from inception up to 2020, according to companies house. Erwim Hymer Group UK Ltd does exists and trades with a turnover of £130 million in 2019 accounts. Same source.
So legally, Travelworld can trade using the Travelword name, but no actual transactions can take place in that name. I suspect the company is registered to stop anyone else using it.
Of course Hymer group, including all subsidiaries except Hymer North America, was sold to Thor Industries In 2018?Hymer NA went bust with a big fraud suit pending. It Is now owned by Rapido I think.

But in the op’s situation, its irrelevant. Travelworld is set up to sell and manage all Hymer group products and nothing else. I am sure it does a great and poor job of it at times. You are being lied to. You said the lens was a sealed unit, they told you they had stripped it down. Check your facts before calling them out. The true company name you made the contract with when you bought the van (if there)- i.e. the name your contract is with, is, as many here have told you, the ONLY company you are persuing. Everything else is smoke and mirrors. You don’t need to care what Hymer in Germany say. A small claims court action, is, I think easy and free. The more evidence of their actions you have in writing, the easier it is to obtain judgement in your favour.
A company that feels the need to hide their ownership so carefully, should be a worry to us all in future claims.
 
As Travelworld (a family owned business) asked for a copy of the purchase order, one would have to ask the question, was Travelworld (a family owned business) the supplying dealer?

If not, one has to ask if this sort of hassle and bad publicity is another of the reasons that we all bleat that I "should" be able to take my motorhome to "any" dealer and get warranty work done!

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eddievanbitz said:
As Travelworld (a family owned business) asked for a copy of the purchase order, one would have to ask the question, was Travelworld (a family owned business) the supplying dealer?

If not, one has to ask if this sort of hassle and bad publicity is another of the reasons that we all bleat that I "should" be able to take my motorhome to "any" dealer and get warranty work done!
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Eddie totally agree with you, the warranty issue is a big one the consumer watchdog should get involved with and sort out. One thing I have to say about TyneValley is that they will use a network of independent repairers to help sort customers out for warranty work putting myself in their shoes this is a good thing for customer relations but is more costly for them than a properly supported factory dealer network.
 
Do Hymer dealers order/ get all their vans or spares stock from Travelworld?
 
Having bought off TW and then looked into it's ownership when I had repeated trouble with my Hymer, I was olso of the opinion that they are private and owned by the Edward's family.

Without boring you with the story, after many unsuccessful attempts at a resolution, I left a shite review on Google (and a subsequent one on here). I was immediately contacted by Annadel Edward's and the matters were resolved.

However, if as alluded to, TW were not the supplying dealer, then perhaps that should be the next step.

Good luck

Terry
 
After sales isn’t their strongest point. I won’t be back, ever!

That said, a resolution without threatening legal recourse is nearly always the better option.
 
I stand corrected. It is not owned by Hymer. It is the Edwards family. So although the business trading name is listed at companies house as a dormant company, with an Edwards as sole director, the actual business trading as Erwin Hymer Travelworld is: "TRAVEL CRUISER" CONCESSIONAIRES LIMITED. So that is the name you make a claim against. If you do and ONLY IF they were the supplying dealer. If not, your claim is against that supplying dealer and nothing do with Travelworld or Hymer.
All info comes from online free checking on Companies House in the UK.

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