I'm trying to create a guide that will help caravan manufacturers to improve their websites and provide better service to customers. There seem to be some really poor caravan websites out there. Does anyone have advice to share regarding any of the following questions?
What do you look for on a Caravan website? e.g. caravan types, features, plans, price range, images.
If you like a particular caravan, what do you want to be able to do next?
Is there a manufacturer site that you feel was really helpful? How?
How many sites would you check out when looking to buy a caravan?
Do you use a desktop computer, iPad or mobile phone to view these?
I really appreciate any advice you can offer. Thanks!
BaupleNut said
07:50 AM May 1, 2016
In the main what they fail to think of is most of their sales will be retiree's,so baby boomers some are very good with computers others are very average. I dislike the use of the bars to indicate the menu of the site where you can see what's available. As an indication of websites there is one in particular that sticks in my mind, because it has evolved into a fairly good site except for two important factors.
1. Price most manufacturers loathe to give prices, although you can go to http://www.caravancampingsales.com.au/ and get most prices, but not all.
2. Weights, again most manufacturers don't show all weights, some don't show any. These are the most important in my view as you need to know if your vehicle can tow the van both comfortably and legally with a full load. Tare,ATM and ball weight.
There would be other caravan sites that are good to use, but this is one that sticks in my mind http://www.lotuscaravans.com.au/, but just don't send messages they take weeks to respond! And their facebook page is also useless for information!
-- Edited by BaupleNut on Sunday 1st of May 2016 07:53:05 AM
montie said
08:38 AM May 1, 2016
Manufacturer's websites are more general in their nature........statements like "All our models have xyz features".
Very few manufacturers display prices because no two vans ordered from them are similar so the best they can usually offer is "Priced from".
On the other hand a dealer's website offers specific vans with a full list of features accompanied by a number of external and internal photos and the price.
The difference.....the manufacturer markets his product......the dealer sells it.
Montie
dorian said
10:04 AM May 1, 2016
I want a manual. No, not a manual transmission. I want an owner's manual in PDF form. And no, Mr Sunliner Sales Rep, I don't want to get a bunch of papers after I fork over my dough -- I want the whole lot beforehand. I want to familiarise myself as much as possible with my purchase so that I can ask for those additional options and features which I may need. I don't want them to be retrofitted by your dealer -- I want the factory to install them before I take delivery. And no, Mr Sunliner Sales Rep, it is not good enough to fob me off to your dealer -- there is no excuse for your documentation to be absent from your web site. Storage space, on the Internet, is cheap. I don't give a rat's if you have 1000 different configurations. Just do it. If I can get a user manual for a $10 toaster, then what's your excuse?
-- Edited by dorian on Sunday 1st of May 2016 10:06:14 AM
BaupleNut said
10:05 AM May 1, 2016
Definitely not my experience with dealer websites, they usually tell you almost nothing or simply link to a manufacturers web site.
GerryP said
11:26 AM May 1, 2016
If I was to be in the market for a new van, there are things that I would want to know... and then there are things that my lady would want to know. I would be looking for the technical issues, whereas my better half would be looking at aesthetics and internal layout.
The technical issues would absolutely include weights... actual tare, ball weight and ATM. It would be great if the ATM could be described as something like "2800kg, can be increased to 3100kg at no extra cost" as that would help those with bigger tugs get that extra load carrying capacity without the upgrade hassles after purchase.
I would also want to know water capacity, suspension details, electricals - batteries, solar options etc. A list of all standard features, then a list of options available e.g. hitch options, grey water tank (optional?), washing machine, extra batteries and/or solar, jerry can holders, tool boxes etc. Type of batteries is also becoming topical with a slow but sure move to Lithium (LiFePo4), especially for those wanting to free camp extensively.
Indicative pricing needs to be included for not only the van, but for all options as well, even if it is TBC with the dealer at a later stage.
The aesthetics components would look at internal finishes and options... timber, white, shiny, colours, fabrics, curtains, blinds, fridge type/size, does it have a stove... you get the drift. Internal layouts are usually displayed already, so not really an issue on most sites.
Really, when I think about it, what would be great on any website is the answers to all of those questions that one normally asks or looks for when choosing a new van.
LLD said
11:39 AM May 1, 2016
dorian wrote:
I want a manual. No, not a manual transmission. I want an owner's manual in PDF form. And no, Mr Sunliner Sales Rep, I don't want to get a bunch of papers after I fork over my dough -- I want the whole lot beforehand. I want to familiarise myself as much as possible with my purchase so that I can ask for those additional options and features which I may need. I don't want them to be retrofitted by your dealer -- I want the factory to install them before I take delivery. And no, Mr Sunliner Sales Rep, it is not good enough to fob me off to your dealer -- there is no excuse for your documentation to be absent from your web site. Storage space, on the Internet, is cheap. I don't give a rat's if you have 1000 different configurations. Just do it. If I can get a user manual for a $10 toaster, then what's your excuse?
-- Edited by dorian on Sunday 1st of May 2016 10:06:14 AM
Agree. An on-line PDF manual would be great. I've actually bought some items lately that have an A5 bit of paper with minimal instructions but a reference to the full manual on-line. My van manual is out of date. The van has had an upgrade in the electric control panel and the fridge since the manual was produced. I have a fridge manual that conflicts with the van manual. Only reference to the electronic panel in the manual is that it exists and who makes it. However, the manufacturer will not disclose anything as they expect the van manufacturer to do that. Have asked van manufacturer for a new manual, even if it's a PDF. No luck so far.
Can't get a on-line manual for a car either. Seems the more expensive the item the less likely you can get an online manual.
Bruce and Bev said
08:39 PM May 1, 2016
Dorian - as usual, youre 100% on the mark!!
When you do buy an RV the Dealer gives you a plastic folder full of what you assume to be usual information - wrong in most cases!!
My one was just full of the various product suppliers installation manuals (like the fridge and toilet) - all these things were already installed, so why do I want an installation manual?
The only thing we got specific to the 'van we bought was a 1/4 inch manual supplied by the electrical contractor who installed the wiring and all the end units. Recently it developed a dead short and when I gave the electrician the manual, he read and said what a load of c***......there was nothing of use to him at all. He suspects that when they have fitted the outer or inner skins on the 'van, they have put a screw through the cabling and with movement, it has finally worn through to bare wires. The 'van will eventually go to a van repairer as the RCD is tagged out (currently we are living in it while our house is built) but we are unable to use the normal power supplies. We are fortunate in having solar and also I have taped a multi board under the van and run two extension cords in a window to run the TV, heater, kettle and toaster as well as the battery charger which runs most of the other appliances.
dirvine said
12:08 PM May 2, 2016
I agree with a decent manual and although fitting instructions are useless once the item is fitted they maybe helpfull if they need to be repaired or replaced. I would also like to see layouts or possible variations of layouts. I understand that in many cases the inside of a van is a "blank canvas" but some idea of typical layout variations would be helpful. Also a price guide if they cannot do a definitive price. I like the Ultimate Camper web site and costing sheet. It lists the standard prices of the models and then the cost of the most popular upgrades if you want them. Given that many vehicles now have low ball weight limits, a guide as to what a base unit weight would be all loaded up with fluids. Ie all the tanks, water, fuel and gas full. It seems that a bare weight or what ever they call it is meaningless as who drives around an empty unloaded van. So some semblence of final weight would be good. Yes i know we know the weight of a litre of water, but depending on where the tanks are situated, this additional weight, whilst it adds to overall weight may infact reduce the ball weight!.
LLD said
12:28 PM May 2, 2016
As noted the equipment manuals are nearly all fitting instructions with about 1 page of actual operating instructions. I've just photocopied / expanded that one page at A4 size, laminated it, and put in the van.
No so much caravans but have you noticed the huge thick manuals that come with products these days? There are pages of disclaimers and everything is in umpteen different languages. All CYA stuff and printed so small that the average nomad can only read in with a magnifying glass. The advantage of a PDF file is you can just print out just the English version at a size you can actually read. I have been able to expand the English version in some tiny manuals to a double sided piece of A4 and then laminate it.
LukeB said
05:36 PM May 4, 2016
I think it would be great to have the manuals emailed to me (or provided in some digital format), but on the other hand I might be just as prone to losing them amongst my bursting inbox. Please tell me if I'm being dumb, but is there any reason why a manufacturer wouldn't want to put a digital version of each owners manuals on their website for download?
-- Edited by LukeB on Wednesday 4th of May 2016 05:37:45 PM
dorian said
06:39 AM May 5, 2016
LukeB wrote:
Please tell me if I'm being dumb, but is there any reason why a manufacturer wouldn't want to put a digital version of each owners manuals on their website for download?
No sensible reason at all.
I can get a manual for the Chevy version of the entertainment system in a Holden Cruze from the GM web site in the USA, but nothing from GMH. I contacted Holden's Customer "Support" centre but the person I spoke to was too stupid to recognise her own ignorance. Apparently there is no need for PDFs or digital documents if GMH supplies paper ones, even if they cost nothing. Duh!
Hi folks,
I'm trying to create a guide that will help caravan manufacturers to improve their websites and provide better service to customers. There seem to be some really poor caravan websites out there. Does anyone have advice to share regarding any of the following questions?
What do you look for on a Caravan website? e.g. caravan types, features, plans, price range, images.
If you like a particular caravan, what do you want to be able to do next?
Is there a manufacturer site that you feel was really helpful? How?
How many sites would you check out when looking to buy a caravan?
Do you use a desktop computer, iPad or mobile phone to view these?
I really appreciate any advice you can offer. Thanks!
In the main what they fail to think of is most of their sales will be retiree's,so baby boomers some are very good with computers others are very average. I dislike the use of the bars to indicate the menu of the site where you can see what's available. As an indication of websites there is one in particular that sticks in my mind, because it has evolved into a fairly good site except for two important factors.
1. Price most manufacturers loathe to give prices, although you can go to http://www.caravancampingsales.com.au/ and get most prices, but not all.
2. Weights, again most manufacturers don't show all weights, some don't show any. These are the most important in my view as you need to know if your vehicle can tow the van both comfortably and legally with a full load. Tare,ATM and ball weight.
There would be other caravan sites that are good to use, but this is one that sticks in my mind http://www.lotuscaravans.com.au/, but just don't send messages they take weeks to respond! And their facebook page is also useless for information!
-- Edited by BaupleNut on Sunday 1st of May 2016 07:53:05 AM
Very few manufacturers display prices because no two vans ordered from them are similar so the best they can usually offer is "Priced from".
On the other hand a dealer's website offers specific vans with a full list of features accompanied by a number of external and internal photos and the price.
The difference.....the manufacturer markets his product......the dealer sells it.
Montie
I want a manual. No, not a manual transmission. I want an owner's manual in PDF form. And no, Mr Sunliner Sales Rep, I don't want to get a bunch of papers after I fork over my dough -- I want the whole lot beforehand. I want to familiarise myself as much as possible with my purchase so that I can ask for those additional options and features which I may need. I don't want them to be retrofitted by your dealer -- I want the factory to install them before I take delivery. And no, Mr Sunliner Sales Rep, it is not good enough to fob me off to your dealer -- there is no excuse for your documentation to be absent from your web site. Storage space, on the Internet, is cheap. I don't give a rat's if you have 1000 different configurations. Just do it. If I can get a user manual for a $10 toaster, then what's your excuse?
-- Edited by dorian on Sunday 1st of May 2016 10:06:14 AM
If I was to be in the market for a new van, there are things that I would want to know... and then there are things that my lady would want to know. I would be looking for the technical issues, whereas my better half would be looking at aesthetics and internal layout.
The technical issues would absolutely include weights... actual tare, ball weight and ATM. It would be great if the ATM could be described as something like "2800kg, can be increased to 3100kg at no extra cost" as that would help those with bigger tugs get that extra load carrying capacity without the upgrade hassles after purchase.
I would also want to know water capacity, suspension details, electricals - batteries, solar options etc. A list of all standard features, then a list of options available e.g. hitch options, grey water tank (optional?), washing machine, extra batteries and/or solar, jerry can holders, tool boxes etc. Type of batteries is also becoming topical with a slow but sure move to Lithium (LiFePo4), especially for those wanting to free camp extensively.
Indicative pricing needs to be included for not only the van, but for all options as well, even if it is TBC with the dealer at a later stage.
The aesthetics components would look at internal finishes and options... timber, white, shiny, colours, fabrics, curtains, blinds, fridge type/size, does it have a stove... you get the drift. Internal layouts are usually displayed already, so not really an issue on most sites.
Really, when I think about it, what would be great on any website is the answers to all of those questions that one normally asks or looks for when choosing a new van.
Agree. An on-line PDF manual would be great. I've actually bought some items lately that have an A5 bit of paper with minimal instructions but a reference to the full manual on-line. My van manual is out of date. The van has had an upgrade in the electric control panel and the fridge since the manual was produced. I have a fridge manual that conflicts with the van manual. Only reference to the electronic panel in the manual is that it exists and who makes it. However, the manufacturer will not disclose anything as they expect the van manufacturer to do that. Have asked van manufacturer for a new manual, even if it's a PDF. No luck so far.
Can't get a on-line manual for a car either. Seems the more expensive the item the less likely you can get an online manual.
When you do buy an RV the Dealer gives you a plastic folder full of what you assume to be usual information - wrong in most cases!!
My one was just full of the various product suppliers installation manuals (like the fridge and toilet) - all these things were already installed, so why do I want an installation manual?
The only thing we got specific to the 'van we bought was a 1/4 inch manual supplied by the electrical contractor who installed the wiring and all the end units. Recently it developed a dead short and when I gave the electrician the manual, he read and said what a load of c***......there was nothing of use to him at all. He suspects that when they have fitted the outer or inner skins on the 'van, they have put a screw through the cabling and with movement, it has finally worn through to bare wires. The 'van will eventually go to a van repairer as the RCD is tagged out (currently we are living in it while our house is built) but we are unable to use the normal power supplies. We are fortunate in having solar and also I have taped a multi board under the van and run two extension cords in a window to run the TV, heater, kettle and toaster as well as the battery charger which runs most of the other appliances.
No so much caravans but have you noticed the huge thick manuals that come with products these days? There are pages of disclaimers and everything is in umpteen different languages. All CYA stuff and printed so small that the average nomad can only read in with a magnifying glass. The advantage of a PDF file is you can just print out just the English version at a size you can actually read. I have been able to expand the English version in some tiny manuals to a double sided piece of A4 and then laminate it.
I think it would be great to have the manuals emailed to me (or provided in some digital format), but on the other hand I might be just as prone to losing them amongst my bursting inbox. Please tell me if I'm being dumb, but is there any reason why a manufacturer wouldn't want to put a digital version of each owners manuals on their website for download?
-- Edited by LukeB on Wednesday 4th of May 2016 05:37:45 PM
No sensible reason at all.
I can get a manual for the Chevy version of the entertainment system in a Holden Cruze from the GM web site in the USA, but nothing from GMH. I contacted Holden's Customer "Support" centre but the person I spoke to was too stupid to recognise her own ignorance. Apparently there is no need for PDFs or digital documents if GMH supplies paper ones, even if they cost nothing. Duh!