Having just solved a problem that gave an insight into how dealers work you might be interested in the following:
In April 2016 we took delivery of a new Hymer B704 PL from Lowdhams at Nottingham- the PL denotes Premium Line and the vehicles carries the title in four places on the bodywork. We know that the salesman checked the vehicle against specification (because he rang us to confirm). Because of diaries there was a delay a few weeks before we could take delivery. The person cleaning the van a few days before handover reported that one of the letters was missing form the logo on the left side of the vehicle. There were no manufacturing faults at handover except for the missing letter though the van did have to go back on multiple occasions to correct errors to dealer fitted items. My mind was focused on that and the response to enquires about the missing letter were along the lines of - "can you find a local signwriter who can match the typeface? There is no way we can get the factory to supply a missing ' I '"
Now eighteen months later and at the Caravan Salon we went to the customer service desk in the Hymer hall. I presented the photograph (attached) and my VIN number, the record was then brought up on the computer. The guys in Dusseldorf confirmed that Lowdhams had not raised an issue, sent an email or any other comment. They had raised a warranty issue for a cracked windscreen that had meant a new windscreen (a few months after delivery). There was much concern from Hymer at the Salon that I wasn't happy with that repair - I was able to assure them no problems remained with the windscreen..
The missing 'I' needs a complete new sticker (as expected). I was told that I can order the replacement via a dealer Hymer part 2437473. The cost is €13 and at the exchange rate at the time of delivery would have cost £9.77. I have ordered the part from Premier Motorhomes as they are particularly good at using the Hymer spares system.
I asked the Hymer guy why Lowdhams had not done the same thing. His explantation was interesting; that as they had confirmed that everything was correct on the system upon delivery to them they would have to pay for the error as (€13). If they had discovered it before indicating acceptance on the system then Hymer would have picked up the bill. Its not covered by warranty in the normal way. So its clear that Lowdhams wanted to avoid the £9.77 fee as it was discovered after acceptance and there was a resolution available to them.
I have just discovered as I was writing this that Hymer quoted me the trade price, the retail price is €31.90. So you can see what a lucrative business the spares parts business is.
Before placing the order for the van I had gone through Lowdham's accounts to work out the margins they were making, as part of the negotiating (what I do for a living). Having done a conservative assessment of the numbers and the re-work to correct errors I calculated that they had made a loss on the sale. So their avoiding the paltry sum shows how the corporate mind works.
Cavet Emptor - buyer beware as the Romans say - only problem is that I have not found another dealer in the UK who doesn't pull these tricks but I am sure you know that.
In April 2016 we took delivery of a new Hymer B704 PL from Lowdhams at Nottingham- the PL denotes Premium Line and the vehicles carries the title in four places on the bodywork. We know that the salesman checked the vehicle against specification (because he rang us to confirm). Because of diaries there was a delay a few weeks before we could take delivery. The person cleaning the van a few days before handover reported that one of the letters was missing form the logo on the left side of the vehicle. There were no manufacturing faults at handover except for the missing letter though the van did have to go back on multiple occasions to correct errors to dealer fitted items. My mind was focused on that and the response to enquires about the missing letter were along the lines of - "can you find a local signwriter who can match the typeface? There is no way we can get the factory to supply a missing ' I '"
Now eighteen months later and at the Caravan Salon we went to the customer service desk in the Hymer hall. I presented the photograph (attached) and my VIN number, the record was then brought up on the computer. The guys in Dusseldorf confirmed that Lowdhams had not raised an issue, sent an email or any other comment. They had raised a warranty issue for a cracked windscreen that had meant a new windscreen (a few months after delivery). There was much concern from Hymer at the Salon that I wasn't happy with that repair - I was able to assure them no problems remained with the windscreen..
The missing 'I' needs a complete new sticker (as expected). I was told that I can order the replacement via a dealer Hymer part 2437473. The cost is €13 and at the exchange rate at the time of delivery would have cost £9.77. I have ordered the part from Premier Motorhomes as they are particularly good at using the Hymer spares system.
I asked the Hymer guy why Lowdhams had not done the same thing. His explantation was interesting; that as they had confirmed that everything was correct on the system upon delivery to them they would have to pay for the error as (€13). If they had discovered it before indicating acceptance on the system then Hymer would have picked up the bill. Its not covered by warranty in the normal way. So its clear that Lowdhams wanted to avoid the £9.77 fee as it was discovered after acceptance and there was a resolution available to them.
I have just discovered as I was writing this that Hymer quoted me the trade price, the retail price is €31.90. So you can see what a lucrative business the spares parts business is.
Before placing the order for the van I had gone through Lowdham's accounts to work out the margins they were making, as part of the negotiating (what I do for a living). Having done a conservative assessment of the numbers and the re-work to correct errors I calculated that they had made a loss on the sale. So their avoiding the paltry sum shows how the corporate mind works.
Cavet Emptor - buyer beware as the Romans say - only problem is that I have not found another dealer in the UK who doesn't pull these tricks but I am sure you know that.