Should we ask for compensation ?

[Tugger67]

Hi , we recently took our new MH back to the dealership as the rear view camera wasn't working correctly. After a couple of days we had the call to say it's ready to collect . As we walked up to the service reception I could see our van was parked right up tight to a small grassy bank . I noticed that one of the rear bumper panels was cracked and split and I wasn't very happy. . The dealership apologized, they've repaired the damage and ordered a brand new replacement for fitting when it arrives. Should we accept this and move on or should we ask for something more ? .

 

[eddie]

Having started, worked in, managed and finally sold a motorhome workshop I couldn't agree more with fishplug post

I 100% guarantee that the arrogant stroppy bastards got a precise, minimal service, not a thing more for two reasons. One because they are arrogant stroppy bastards, and two, arrogant stroppy bastards tend to get lippy and argumentative when you tell them things that they don't like/weren't expecting

The nice friendly people that would offer a tin of biscuits for "the lads in the workshop" in the morning, become the lads new best mates, and any additional little jobs that appear during the installation automatically get fixed, normally free of charge "The guys noticed that your rear brake lights were flakey, they checked and you had a crack in the waterproof junction box, and there was some water in the box, the blew it out, re-did the connection and replaced the lid for you"

Also on the customer worksheet, invariably some one will write "nice couple, brought us bickies" Helpful when the installation notes are accessed five years on and the customer needs some technical assistance. Much more conducive to help than "Stroppy arrogant bastard that knows "everything" Do not book any additional work other than any warranty assistance"

I used to have an expression along the lines of "If the customer is difficult before they have given us any money, imagine what they will be like once we have worked for them"

So if Van Bitz have ever declined to quote you or refused to work for you, you know why

 

[Coolcats]

As Coolcats suggested ask them for a discounted service for your inconvenience etc the next time you need one. It won't cost them anything but a marginal reduction in their profit

Indeed that tends to be a win win, I once had a miss sell on a track car, the dealer gave me £2k on account for servicing, in reality it cost a a gallon or two of oil and the fitters time for about 3 years I’m a happy customer and it did not cost them much to do it.

 

[Richard n Ann]

We left a bottle of sparkling wine for the girl in V4L reception when she was helpful fixing our fridge. Didn't tell her it was a £2 Calais one they're nice anyway

 

[fishplug]

I used to have an expression along the lines of "If the customer is difficult before they have given us any money, imagine what they will be like once we have worked for them"

Good to hear it from the other side of the fence (now that you're free to speak freely ) eddie

It's a simple formula and one that's served me well so far in life.

Rule #1, don't be a (well, my word is stronger but...) 'pain'

Treat people the way you'd like to be treated, acknowledge and accept that we all make mistakes, be realistic about the fact that most small businesses are out there to build a reputation and not to try to do you over.

I also expect any business as a minimum to be able to do their job competently (why I hate 5 star reviews for a simple transaction that didn't go wrong).

In the case of the OP something did go wrong. The company didn't quibble, it did a 'best effort' repair while waiting for the parts to do a full fix. To my mind, that's what service is all about.

It's when things go wrong that you see the true colours from both sides.

Is the end game to get it sorted - or to make a quick buck or avoid paying out?

Some see the $$$ signs and nothing else.

Understanding the difference between cost and value isn't difficult and yet it stumps so many.

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[pappajohn]

In case your not aware this is a Fiat 500 with a suicide door

Ya know......even though they were popular in the day I never realised they had that sort of door.

 

[Coolcats]

Ya know......even though they were popular in the day I never realised they had that sort of door.

not all of them had those doors many were Conventional I think it was some of the early ones.

 

[NR]

Based on your assessment I can’t see any grounds for compensation.

 

[Tugger67]

Hi , we recently took our new MH back to the dealership as the rear view camera wasn't working correctly. After a couple of days we had the call to say it's ready to collect . As we walked up to the service reception I could see our van was parked right up tight to a small grassy bank . I noticed that one of the rear bumper panels was cracked and split and I wasn't very happy. . The dealership apologized, they've repaired the damage and ordered a brand new replacement for fitting when it arrives. Should we accept this and move on or should we ask for something more ? .

I'd just like to give an update and thank you all for your comments and advice. We collected the MH this afternoon, the repaired panel is awesome, apart from one small chip you'd never know, we also had an issue with the 12v system not working properly on collection , so they took it back in while we went for a coffee, they replaced both our leisure batteries for free , apparently, after talking to a different technician , the battery voltage COULD have been causing the camera issues

 

[Revolvor]

In case your not aware this is a Fiat 500 with a suicide door

View attachment 1042275

My Mum had one when I first passed my test. I loved driving it. We had a small hill near our house that I could get up in top gear. Change down one gear with a passenger, and two gears with passenger and our dog! It was in Kenya where driving rules were more lax. I could drive it nearly standing up, sitting on the seat back with my head out the roof.

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[dunnah01]

I fully restored a 1971 500L and fitted a 650cc engine (and synchro box). Raised the power from about 17hp to 23hp - zoom zoom

 

[Coolcats]

I fully restored a 1971 500L and fitted a 650cc engine (and synchro box). Raised the power from about 17hp to 23hp - zoom zoom

That’s brave they were dangerous enough in standard form, I still have a Fiat 500 drive shaft in my tool box the splines used to wear out if I remember I will place a picture on this thread.

 

[dunnah01]

That’s brave they were dangerous enough in standard form, I still have a Fiat 500 drive shaft in my tool box the splines used to wear out if I remember I will place a picture on this thread.

They're way safer than a state of the art e-bike, and nearly as quick

 

[BouncyBoatFolk]

Hi , we recently took our new MH back to the dealership as the rear view camera wasn't working correctly. After a couple of days we had the call to say it's ready to collect . As we walked up to the service reception I could see our van was parked right up tight to a small grassy bank . I noticed that one of the rear bumper panels was cracked and split and I wasn't very happy. . The dealership apologized, they've repaired the damage and ordered a brand new replacement for fitting when it arrives. Should we accept this and move on or should we ask for something more ? .

It's a sad testimony to the industry but, if dealership has agreed to do what their supposed to do without any hassles, or hoops to jump through you're already on to a winner.
Mike.

 

[Steve I]

It's a brand new MH , our first , we collected it in September last year, they've not charged us for the work. My concern is, and I know accidents happen, but shouldn't they have been taking more care and diligence with our vehicle.

Pretty naughty teying to get away with it , I think I’d politely but firmly ask that they do the hab check free as you might have concerns about water ingress from a rear impact big enough to break a bumper. Unlikely but costs them just a bit of labour, saves you money but more importantly, gives you peace of mind for the future. It’s not an unreasonable ask and they can do it while replacing the bumper sections.

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[Gellyneck]

So if Van Bitz have ever declined to quote you or refused to work for you, you know why

Nae point in me asking for a quote then given the good word you'd put in for me!

 

[eddie]

Pretty naughty teying to get away with it ,

What proof do you have for saying that?

It’s entirely possible that someone has moved the van, reversed it up to a bank, clonked it and jumped out without realising it.

I think I’d politely but firmly ask that they do the hab check free as you might have concerns about water ingress from a rear impact big enough to break a bumper. Unlikely

Yes it’s extremely unlikely. It’s not a “bumper” it’s a trim piece, a thin piece of plastic

but costs them just a bit of labour, saves you money but more importantly, gives you peace of mind for the future

And instead of being that customer that was “understanding and decent” when we bumped his van, you become that knob that screwed us of the system check, and pay top dollar if not extra, for everything all the while you own the van, and woe betide YOU have a problem and need a favour or something urgent as your file is marked

. It’s not an unreasonable ask and they can do it while replacing the bumper sections.

Yes it is unreasonable

An accident has happened, it’s been sorted and the OP has “good will” currency with the dealership!

 

[eddie]

Nae point in me asking for a quote then given the good word you'd put in for me!

I resold the business and retired years ago

I’m sure the new owner probably ripped the list up and started from scratch as I’m a grumpy stroppy bugger and would put people on the list for driving around my campsite too fast

 

[Gellyneck]

would put people on the list for driving around my campsite too fast

only after checking if they had a Welsh or Scottish passport / accent though!

 

[BRND]

Hi , we recently took our new MH back to the dealership as the rear view camera wasn't working correctly. After a couple of days we had the call to say it's ready to collect . As we walked up to the service reception I could see our van was parked right up tight to a small grassy bank . I noticed that one of the rear bumper panels was cracked and split and I wasn't very happy. . The dealership apologized, they've repaired the damage and ordered a brand new replacement for fitting when it arrives. Should we accept this and move on or should we ask for something more ? .

Accept and move on

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[Jonno1103]

The ABS trims are cosmetic so there'll be no hidden damage, as for the Xzent head unit fitted incorporating the rear view camera they were never fit for purpose to begin with which is why Trigano have dropped them in favour of Pioneer.

I'd except their admission of liability and their offer to make good.

 

[iandsm]

It's a brand new MH , our first , we collected it in September last year, they've not charged us for the work. My concern is, and I know accidents happen, but shouldn't they have been taking more care and diligence with our vehicle.

The apologised and have committed to correct their error at no cost to you, unless you are really out of pocket or inconvenienced just accept their correction and let that be the end of the matter.

 

[Minxy]

I resold the business and retired years ago

I’m sure the new owner probably ripped the list up and started from scratch as I’m a grumpy stroppy bugger and would put people on the list for driving around my campsite too fast

Doesn't take after his Dad then!