Thetford and warranty repair nightmare!

[VXman]

My problem with the fridge is still not solved (quick recap 4 month old new MH not working on gas- disussd thoroughly on other threads). Took it back to the purchasing dealer and they thought they'd fixed it but I wasn't convinced and subsequently am sure it's not fixed.

Rang dealer (they are 100 miles away) and he told me to ring Thetford and they'd send someone out. Actually he gave us Dometic number. TBH have no faith in purchasing dealership.

Found Thetford number but they do not want to speak to customers, they refer you to their website for service centres.

Turns out 'Thetford service centres' are just caravan/motorhome dealerships and they either don't want to know unless you are a previous customer (purchaser or regular for services/work) or can't see you for a month or more. Even if they are advertised on Thetford website as Premier Service Centre and 'affiliated Service Partner of Thetford' Also some charge £80 per hour for inspection which is charged even if under warranty. Some suggest the purchasing dealer has to deal with the warranty (even if they are not Thetford specialists?)

So with no direct customer contact number for Thetford and dealers who cannot or will not help what does one do?

Anyone has similar issues or been successful in get something fixed by Thetford under warranty?

 

[SD j]

It doesn’t surprise me one bit , I’ve dealt with large dealers and found them useless, then to a local dealer (winner of customer services prizes etc) and they are no better.
I thought car dealers were bad enough but MH dealers are on another level altogether.

Hope you get it sorted

 

[Gaston aires]

Mmm. A bit strong tarring all MH dealers with that brush. I recently had to deal with Camper U.K. Lincoln. They were not the supplier of my van but were excellent in every way when they dealt with me. In fact the supplying dealer, not so good, referred me to camper U.K.
Phil

 

[Phill D]

If it was me I would be penning an email to your dealer explaining what your issue is and that following their advice was a dead end.
I would tell them that I would like it fixed ASAP and without any further delays.
That they as the selling dealer are responsible to manage and finance the repair even if they themselves are unable to do the work.

I would make a CC copy to both Thetford customer service and the customer service manager for your van converter.

At least then you have written proof of your problems being communicated to the dealer.

If the dealer contacts you and says they can't fix it, insist on that in writing so you can use that to take your problem forward.

 

[Yrag]

Good points Phill D

Reading this thread, I'm looking forward to my first habitation check on Tuesday at my local Spinney dealership ( £200 !! ) who sold me the Auto-Trail Tribute 12 months ago as I have an ammonia smell coming my Thetford Fridge Freezer. I guess its probably going to need new a new coolant unit and I hope that its covered under the 3 year Thetford Warranty.

Does any one what usually causes the coolant to leak?

With lockdown and other issues we've only had about 14 nights away this year. The fridge has worked well on both EHU and gas. But we only noticed the smell early this week during a trip to the Peak District

Gary