What should I expect ?

[Eddsdonna]

Looking for advice around problem we have had with the purchase of our new MH . We purchased a new Burstner IEXO in March this year . After three occasions of using we noticed some faults some serious some that we anticipated could be remedied by the dealership we bought from . the dealership were great and agreed to remedy the faults .
some of the faults included fridge being unable to operate off leisure battery , blinds malfunctioning , solar panels not charging , shower leaking , lights malfunctioning resulting in no lighting in habitation area ( not good when the dealership can’t troubleshoot over the phone the day we were leaving for a two week trip to France )
Fast forward 10 weeks since we dropped the MH off at the dealership and despite communication with both the dealership and Burstner customer services I am still seating an update of potentially when we will actually have the MH back . The vehicle is under warranty .
Is this the usual timeframe to expect ?
Any legal advice ?
TIA

 

[WillH]

Sorry to hear of your problems but all I can say is that the fridge will not operate off the leisure battery, it's not supposed to. As to the rest nowadays it seems many new vans come with a host of faults.

 

[AndyPK]

Welcome!
I assume the ‘van was new when you got it? I would’ve expected the dealer to keep you informed of progress, if only for the reason of good PR! Have you had any positive details of what is going on, or have they kept you totally in the dark......?

 

[Eddsdonna]

The fridge did work from the leisure battery initially and apparently that issue has been resolved according to the Dealership . They are waiting feedback from Burstner regarding replacing the driver and passenger seat as the seat belt does not work consistently. Starting to feel frustrated

 

[wigster]

This is why i would never buy from a dealer . Only my opinion and as far as i know i am allowed one

^{_{Subscribers  do not see these advertisements}}

 

[Eddsdonna]

Welcome!
I assume the ‘van was new when you got it? I would’ve expected the dealer to keep you informed of progress, if only for the reason of good PR! Have you had any positive details of what is going on, or have they kept you totally in the dark......?

Yes was new . Progress has been provided sporadically when requested as in “we are still working on it “ . I understand it wasn’t going to be remedied withIn a couple of weeks but seriously did not anticipate this long . No doubt covid pandemic may have impacted on this but just feel frustrated .
Following consequent contact with Burstner ,who agreed to contact the dealership I have since received update on some of the issues they are reporting to be waiting feedback from Burstner about replacing seats as the seatbelt doesn’t not work consistently on the passenger seat .
I’m hoping this is normal timeframes and we get it back soon

 

[Eggs]

The fridge did work from the leisure battery initially and apparently that issue has been resolved according to the Dealership . They are waiting feedback from Burstner regarding replacing the driver and passenger seat as the seat belt does not work consistently. Starting to feel frustrated

Why the fridge ever ran off the leisure battery is beyond me. I'm not saying there aren't any but I've never met anyone who's bought a new van and not had niggles. It a bit like buying a new build house, there will always be a snagging list.

10 weeks is a long time mind.

 

[Eddsdonna]

Thanks

 

[Andacami]

.

 

[Richard n Ann]

Compressor fridges run off the leisure batteries. 3 way absorption fridges don't as they would flatten it in a few hours, unless you've got upwards of 200w of solar on the roof

^{_{Subscribers  do not see these advertisements}}

 

[Reallyretired]

Possibly the op has a compressor fridge. Disappointing for them but not uncommon in a new van. One reason why I would never buy new, let someone else sort the problems.

 

[Lenny HB]

all I can say is that the fridge will not operate off the leisure battery, it's not supposed to.

3 way absorption fridges don't as they would flatten it in a few hours, unless you've got upwards of 200w of solar on the roof

All 3 vans we have had the fridge can be switched to run of the the leisure battery pretty standard on German vans.

 

[bobnick]

Just reinforces my preference to buy nearly new when we change next year. Say 1 to 2 year old.
I think my fridge runs on leisure battery also........but not positive.

 

[Offagain]

Our fridge runs off battery while on the move, gas when no hook up and 240v when there is.
As it’s a new van I would be thinking about rejecting it at this point, as there are so many problems and no clue about when you might get it back.

 

[funflair]

Our fridge runs off battery while on the move, gas when no hook up and 240v when there is.
As it’s a new van I would be thinking about rejecting it at this point, as there are so many problems and no clue about when you might get it back.

In reality it is running off the alternator when the AES in the fridge sees the engine running, OK it is connected to a battery but, in some vans when you select manual 12v the power will come from the habitation batteries as Lenny says this would also be the case where a AES fridge is wired with to the solar S+ signal.

And to answer the OP 10 week seems ridiculous to me, communication or not, we had our van booked in at the factory for some work, dropped off at 7am (yes 7am) coffee in the showroom/waiting area and then a walk into town, phone call at 3:30pm "come to service please and we will explain what we have done"

^{_{Subscribers  do not see these advertisements}}

 

[Trev45]

As the owner of a PVC 'Hand crafted in Great Britain ' I can offer no advice whatsoever as in three years of ownership I have experienced no faults attributed to manufacture . Sadly it appears that the reputed German quality is no more .

 

[Simon Meadwell]

The delay is probably more down to covid all business seem to be running more slowly at the moment. We are being quoted 12 weeks for windows that used to turned round in five days.

 

[dipsie]

Surely the seat issues is a base vehicle, Fiat, Citroen,Mercedes, problem, or has it got “ posh “ seats.

 

[phillipsheila]

Thing are moving very slowly ive been waiting 3 months for a blind form chausson

 

[MikeD]

As the owner of a PVC 'Hand crafted in Great Britain ' I can offer no advice whatsoever as in three years of ownership I have experienced no faults attributed to manufacture . Sadly it appears that the reputed German quality is no more .

I wish I could say that about mine

^{_{Subscribers  do not see these advertisements}}

 

[Eddsdonna]

Surely the seat issues is a base vehicle, Fiat, Citroen,Mercedes, problem, or has it got “ posh “ seats.

It does have posh seats . The leather is twisted so Burstner are replacing that but the mechanics of the seat doesn’t work

 

[The Wino]

It does have posh seats . The leather is twisted so Burstner are replacing that but the mechanics of the seat doesn’t work

I would send them an email saying that as its taking a long time you want compensation for the loss of use.

 

[RubyOptics]

I would send them an email saying that as its taking a long time you want compensation for the loss of use.

I think that, as long as they are carrying out the work needed and doing so to a good standard, this seems rather harsh to me. Covid is affecting all types of businesses and if they need a number of parts to rectify the problems, why seek to penalise them for something completely out of control? It seems much fairer to ask for an extension of the warranty to cover the time that the van is spending at the dealers to sort out the issues. Just my two cents!

 

[Jim]

Under the Consumer Rights Act 2015, the dealer has an obligation to conduct repairs within a” “reasonable” time frame. the word reasonable in law is always a pain. What is reasonable to them might not be to you.

What is considered reasonable will depend on a number of things. COVID-19, for instance, if they have to wait on parts, then a long wait might be reasonable. etc etc

Write to them, tell them what you want, give them your time frame and what you expect if they don't adhere. Be specific and be reasonable (). Tell them after xx day you will be hiring a van at £xxx and you will expect them to pay for it.

Best of luck. and hope you are back in the van soon