I see back in 2017 Al and Rob had some concerns about their crusader (rippling in roof of crusader) and wondering how that panned out, and whether it bears any similarity to whats happened to our van.
Bought a new Crusader Duke 2018 and loved it but struck several problems about a year in and after only 3 months use. This was just one of them.
Dozens of fractures appeared in the one piece composite roof , these were in bands about about 700 ml apart extending up from the front, right along the roof and down the back. (picture attached)
They go from the roof edge toward the center of the van 500 to 700 ml but interestingly only on the curbside.
Has anyone experienced anything like this or have any idea what could have caused it.
Gordon, Definitely looks like faulty panel in roof - Contact your supplier soon as possible before any water ingress occurs.
Gordon Bennett said
06:02 PM Oct 2, 2019
Hi Possum
Thanks for your reply and I think you are right about it being a faulty panel.
We did take the van back to Hinterland caravans at Burleigh heads where I bought it, over 3 months ago, and they and another repairer thought it really should have a new roof, but it was beyond their ability to repair , then Crusader then seemed to think a paint job might fix it, cant say I was very happy about that idea, so currently the manufacturers have had it back in Melbourne for assessment for almost 7 weeks now, but to date no one has offered any explanation as to why this has happened. There are are some other pretty major issues with the van which we initially thought might have been the cause, but not still not 100% sure, and no one we've spoken to yet has seen anything like it.
Would really like to hear from anyone who may have come across anything like this before.
Its all pretty disappointing, as it was sold to us as a semi offroad van and we had only done about 6000km, all on bitumen since buying it.
Gordon & Vicki
Possum3 said
06:18 PM Oct 2, 2019
Queensland have just upgraded their Australian Consumer Law value of goods. Remedies for repair/replacement/refund to customers for major faults is customer's choice.
Gordon Bennett said
06:49 PM Oct 2, 2019
Hi Thanks for that.
Probably going to have to go down that path.
Both Hinterland caravans and Crusader have denied any responsibility to give a refund on the basis that the issues are not major, which is crazy, as the the other issue is with the chassis, which requires major modifications to straighten and strengthen it.
Either issue on its own is major, but it will be up to us to prove that. So any help or advice we can get, particularly over the roof issue would be much appreciated.
Wow, that is a really. really bad fault. I bet they are going to give you the run around, and deny responsibility. but you have the law on your side, so you should not be out of pocket over it, other than the bloody inconvenience of it, as well as not being able to go on a holiday too, until it is sorted out. A paint job, will not work, and don't accept that as a fix. Fair trading in your state will give them a run for their money, and I would consider contacting them soon, especially, if they are denying responsibility.
Greg 1 said
02:09 AM Oct 3, 2019
I agree. Being a composite panel a paint job will not last very long at all. That needs a new panel full stop. Very difficult to fix properly any other way.
Gordon Bennett said
03:40 AM Oct 3, 2019
Hi Thanks for that I haven't heard about that one but will definitely give them a try.
Gordon Bennett said
04:38 AM Oct 3, 2019
I have been talking to Queensland fair trading who have been very helpful, but advised that I should try to sort it out direct with Hinterland caravans first ,which after 3 months of has gone nowhere, then go through the process of a formal complaint to them, and they will become involved to try and find a solution through conciliation, then if that's not successful to QCAT for a ruling.
montie said
10:23 AM Oct 4, 2019
Gordon Bennett wrote:
I have been talking to Queensland fair trading who have been very helpful, but advised that I should try to sort it out direct with Hinterland caravans first ,which after 3 months of has gone nowhere, then go through the process of a formal complaint to them, and they will become involved to try and find a solution through conciliation, then if that's not successful to QCAT for a ruling.
Gordon,
That is the best course of action.
Put your complaint in writing to the dealer and copy the manufacturer in putting a time limit on a satisfactory outcome and make it clear that if this is not forthcoming you will be seeking a full refund through QCat under the ACA.
The manufacturer in question is a reputable one so I can't see them allowing that to happen.
Whenarewethere said
10:46 AM Oct 4, 2019
As said above. Put everything in writing. If you speak to them on the phone as soon as you get off write a letter to them, starting "As per our phone conversation XYZ will happen". Write all interaction in an old fashion diary.
Never get rude. It may be better to pin them down to dates by saying I will bring the caravan in on X date, but be a bit flexible. So you are forcing them to a date rather than waiting for a date.
Also sitting in their office all day with book and food may be needed to get action. I've done this a few times & it is effective but you have to be prepared to say I am quite happy to sit here all night.
Put every interaction in writing. This will help you with Fair Trading.
Gordon Bennett said
11:30 AM Oct 4, 2019
Hi thanks for the advice
Queensland fair trading have been really helpful and after outlining the problems have said to get as much supporting info from specialists to support your case which will help the process and we will need it if it has to go onto QCAT.
We have a pretty damming report from an engineer about the chassis failure but the fibreglass issues are not so easy as no one has seen any thing like it before. Unfortunately Crusader have had our van for 2 months for "ASSESSMENT " but to date the roof supplier hasn't even looked at it.
Both Hinterland caravans and Crusader have flatly rejected our repeated requests for a refund.
We are also now looking at whether the caravan council council maybe able to help.
Thanks again
Gordon and Vicki
montie said
09:47 PM Oct 4, 2019
Gordon Bennett wrote:
Hi thanks for the advice Queensland fair trading have been really helpful and after outlining the problems have said to get as much supporting info from specialists to support your case which will help the process and we will need it if it has to go onto QCAT. We have a pretty damming report from an engineer about the chassis failure but the fibreglass issues are not so easy as no one has seen any thing like it before. Unfortunately Crusader have had our van for 2 months for "ASSESSMENT " but to date the roof supplier hasn't even looked at it. Both Hinterland caravans and Crusader have flatly rejected our repeated requests for a refund. We are also now looking at whether the caravan council council maybe able to help. Thanks again Gordon and Vicki
Gordon,
By all means contact the CCA but again, like me, all they can do is offer advice.
When the chips are down the only people with the authority to make an order are QCat.
Hopefully you will resolve the issue before it necessary to take it that far.
AlPal said
07:23 PM Oct 16, 2019
Hi Gordon,
Mate you soon find out who treat you properly as a customer in this world. My strong advice is document everything accurately and forward a letter of complaint to the A.C.C.C. (Australian Competition and Consumer Commission.) Just Google the A.C.C.C. to see what their responsibilities are. I know of cases where individuals have gone to the the Commission and the matters were fixed without any delays. It is a matter of knowing what button to push.
Good luck. AlPal.
Hi All
I see back in 2017 Al and Rob had some concerns about their crusader (rippling in roof of crusader) and wondering how that panned out, and whether it bears any similarity to whats happened to our van.
Bought a new Crusader Duke 2018 and loved it but struck several problems about a year in and after only 3 months use. This was just one of them.
Dozens of fractures appeared in the one piece composite roof , these were in bands about about 700 ml apart extending up from the front, right along the roof and down the back. (picture attached)
They go from the roof edge toward the center of the van 500 to 700 ml but interestingly only on the curbside.
Has anyone experienced anything like this or have any idea what could have caused it.
(Frustrated)
Gordon & Vicki
Thanks for your reply and I think you are right about it being a faulty panel.
We did take the van back to Hinterland caravans at Burleigh heads where I bought it, over 3 months ago, and they and another repairer thought it really should have a new roof, but it was beyond their ability to repair , then Crusader then seemed to think a paint job might fix it, cant say I was very happy about that idea, so currently the manufacturers have had it back in Melbourne for assessment for almost 7 weeks now, but to date no one has offered any explanation as to why this has happened. There are are some other pretty major issues with the van which we initially thought might have been the cause, but not still not 100% sure, and no one we've spoken to yet has seen anything like it.
Would really like to hear from anyone who may have come across anything like this before.
Its all pretty disappointing, as it was sold to us as a semi offroad van and we had only done about 6000km, all on bitumen since buying it.
Gordon & Vicki
Probably going to have to go down that path.
Both Hinterland caravans and Crusader have denied any responsibility to give a refund on the basis that the issues are not major, which is crazy, as the the other issue is with the chassis, which requires major modifications to straighten and strengthen it.
Either issue on its own is major, but it will be up to us to prove that. So any help or advice we can get, particularly over the roof issue would be much appreciated.
www.caravancouncil.com.au/rv-owners
Hi Thanks for that I haven't heard about that one but will definitely give them a try.
I have been talking to Queensland fair trading who have been very helpful, but advised that I should try to sort it out direct with Hinterland caravans first ,which after 3 months of has gone nowhere, then go through the process of a formal complaint to them, and they will become involved to try and find a solution through conciliation, then if that's not successful to QCAT for a ruling.
Gordon,
That is the best course of action.
Put your complaint in writing to the dealer and copy the manufacturer in putting a time limit on a satisfactory outcome and make it clear that if this is not forthcoming you will be seeking a full refund through QCat under the ACA.
The manufacturer in question is a reputable one so I can't see them allowing that to happen.
As said above. Put everything in writing. If you speak to them on the phone as soon as you get off write a letter to them, starting "As per our phone conversation XYZ will happen". Write all interaction in an old fashion diary.
Never get rude. It may be better to pin them down to dates by saying I will bring the caravan in on X date, but be a bit flexible. So you are forcing them to a date rather than waiting for a date.
Also sitting in their office all day with book and food may be needed to get action. I've done this a few times & it is effective but you have to be prepared to say I am quite happy to sit here all night.
Put every interaction in writing. This will help you with Fair Trading.
Gordon,
By all means contact the CCA but again, like me, all they can do is offer advice.
When the chips are down the only people with the authority to make an order are QCat.
Hopefully you will resolve the issue before it necessary to take it that far.
Mate you soon find out who treat you properly as a customer in this world. My strong advice is document everything accurately and forward a letter of complaint to the A.C.C.C. (Australian Competition and Consumer Commission.) Just Google the A.C.C.C. to see what their responsibilities are. I know of cases where individuals have gone to the the Commission and the matters were fixed without any delays. It is a matter of knowing what button to push.
Good luck. AlPal.