RV Dealers - Has the service gone from "After Sales Service"?

Kendo · Senior Member

RV Dealers - Has the service gone from "After Sales Service"?

D and D · Guru

You aren't the first who I have heard having problems with this mob's lack of after sales service. Not only don't they appear to understand the concept of customer service they also don't appear to understand their legal obligations as described in State and Federal Consumer Protection legislation. Maybe a visit to the ACCC site or your state Consumer protection agency will give some ideas about how to approach them.

Plendo · Guru

Hi Kendo,

I have recently just purchased a van, I negotiated with the manufacturer directly at the show, and purchased the van at the show, but effectively through their Victorian dealer LRV in Croydon. I am happy to mention them by name, because their service has been fantastic, they just can not do enough to make sure we are happy with the van.

Since taking delivery we have traveled about 700km, not enough before the first service, but we plan to leave to head north in a couple of weeks, so the dealer volunteered to check things over before we go, just to make sure it was right.

They certainly understand what service means, and as a result, I am a happy customer.

I suspect you have been unlucky and found a dud, I sympathise.

-- Edited by Plendo on Tuesday 24th of June 2014 09:18:00 PM

NandK · Senior Member

I have a Jayco van now 2yrs old and out of warranty, I have a problem that needs repair which I believe is,
from faulty material and Jayco has agreed to repair it free of charge. I cannot argue about their after sales service,it is second to none..

Dougwe · Chief one feather

Jeff, I know when I got my rig the company were great, the twins have asked me not to mention names, until I went back asking about some extra goodies, they didn't really care and I was told to go elsewhere. I asked about if I had a warranty issue what to do and like already mentioned by others was told not them go elsewhere and they will bill the company, great, I don't think.

I have found getting advice and ideas from the knowledgable members on this forum and doing what I can myself a much better way of doing things, as much as possible of course.

_wombat_ · Master (of Mischief)

If you have a problem with any item from any company contact the ACCC (1300 302 502) for advice, it all depends on how long you have had the item and how much you paid, ACCC will tell you to contact the seller IN WRITING and register the letter, explain what you require and see what happens, with ANY item your first port of call is the seller.

You also have statutory rights even after your warranty has expired, that is why paying for extra warranty for anything is a waste of money. IMHO

Legendts · Senior Member

Evernew fit that bill as well. No responses to email and when you ring them, oh don't know, we'll ring you back.......still waiting and waiting and waiting!

OK I'm ready for the flack......

_wombat_ · Master (of Mischief)

Legendts wrote:
Evernew fit that bill as well. No responses to email and when you ring them, oh don't know, we'll ring you back.......still waiting and waiting and waiting!

OK I'm ready for the flack......

most companies these days do not call you back, saves them a lot of ph calls over a year.

Wizardofoz · Guru

Ditto Nova, good at first, but then.........

Vic41 · Guru

NandK wrote:
I have a Jayco van now 2yrs old and out of warranty, I have a problem that needs repair which I believe is,
from faulty material and Jayco has agreed to repair it free of charge. I cannot argue about their after sales service,it is second to none..

Ditto N&K, when I had my van Jayco fixed a couple of problems for me out of warranty, I only rang them for advice not expecting it, but they gave me an order number to take the van to the local Jayco repairer, cost to me zero.....Well done Jayco.

NeilandRaine · Guru

Vic41 wrote:
NandK wrote:
I have a Jayco van now 2yrs old and out of warranty, I have a problem that needs repair which I believe is,
from faulty material and Jayco has agreed to repair it free of charge. I cannot argue about their after sales service,it is second to none..
Ditto N&K, when I had my van Jayco fixed a couple of problems for me out of warranty, I only rang them for advice not expecting it, but they gave me an order number to take the van to the local Jayco repairer, cost to me zero.....Well done Jayco.

Take note all the Jayco knockers

frednme · Veteran Member

can almost hear the shrug of the shoulders when I phoned after taking delivery of my campervan to mention several problems. not interested. but until I had paid for it prior to delivery, I got several courtesy calls..........

Vic41 · Guru

frednme wrote:
can almost hear the shrug of the shoulders when I phoned after taking delivery of my campervan to mention several problems. not interested. but until I had paid for it prior to delivery, I got several courtesy calls..........

What brand campervan in your case frednme confuse

With Jayco, if you don't get the right response from the dealer, then ring their head office direct. They twice authorised a repair on mine knowing it was out warranty. Also they like to know if a dealer is not doing the right thing...

johnq · Guru

On complimentary services for vehicles.

My engineer son was always hot on cars and detail, right from his earliest age.

I well remember when I took him along to the free complimentary service for a 4X4. WQe waited, it would take 1 1/2 hours and home was a long way away. The waiting lounge was on the first floor and well removed from the workshops BUT they had made the mistake of having a glass door (locked) left from the original layout that while well curtained off, allowed a 10 yr old boy interested in cars to watch the proceedings.

Cutting direct to the chase, all that happened to the fourby was that a young lad, apprentice?, drove it into the shop and opened the bonnet. Nothing was done, zilch, nil, nada, no hoist check, no nut tightening or fluids checked. Later the young fellow returned and inexplicably sprayed some liquid in the engine bay before dropping the bonnet to close it. It sat and later we were called and the fourby was brought around front.

How do I know all of this? Because the son insisted I watch with him. That is exactly what happened. Did they check the wheel alignment as requested? No! Did they say it was all OK? Yes!

My complimentary 'service' cost me a wasted morning and no, I did not bother to ask them to re-do it. Would you trust them? Bought others of the same make since but never again from that dealer.

Complimentary services add to your cost and diminish the original maker's profit margin. Maybe a service done by the maker is worth it, but even there, with a free service you may get what you pay for.

Plendo · Guru

I think the message is if they are doing something and not charging you for it, you have already paid for it. It was just built in to the price.

What is frustrating is when it was built into the price (or you thought it was), then find out latter that the dealer does not believe it is.

johnno48 · Veteran Member

They are all pretty dodgy aren't they

deverall11 · Guru

Well gentlemen and ladies,
Our experience with caravan dealers:
1) Our first ever caravan was purchased. The dealer took a whole of ten (yes 10) minutes to show us around the van. We had also purchased an annex and the dealer flatly refused to show us how to erect it. His excuse was that when we wish to erect the annex, ask someone in the caravan park. Great!? Needless to say any markings on the van that had the dealer name on it was removed within minutes of us getting the van home.
2) Too many caravan dealers still think the majority of their customers are on the road for a couple of weeks at a time. When a problem arises, warranty or other, the second response is: 'bring it in'. BTW the first response is complete denial of any responsibility to the problem.
If you are lucky enough to get them to agree to fix the problem, the next statement is: 'we'll have it fixed in a few days after you drop it off'. What happens if you live in your van, where do you got whilst these morons work on your van. What happens if you are thousands of kms away from their dealership as they want you to bring it back to where you bought it from.
3) A lot of dealers now refer you to the manufacturer/agent for the broken part. If it's a CAMEC item, they will tell you to contact CAMEC. If it's Dometic, same applies.
4) Jayco are a mixed bag. Usually let down by a particular dealer. We have heard of many instances whereby as mentioned in the forum, Jayco have repaired something that had run out of warranty at their expense. Well done there. Unfortunately, sometimes you need to argue the point with the dealer and then threaten them with Jayco H/O before they will agree to fix your van.
Kendo, we came across Cameron Caravans whilst in WA and SA. The impression they project is that they are getting enough people to buy their vans and are not too worried about repeat business or lack of. Feel assured they are not the only ones. Recently we were looking at replacing our current van. After contacting a few dealers (internet) not many replied. Those that did seemed to do so out of courtesy and not wanting the business. It is almost a case of 'I want to buy a caravan, can anybody sale me one?'
Vehicle servicing.
Johnq, after seeing some European cars dealers in the eighties offer a car wash as part of the service, Toyota (and possibly others) thought it would be a good idea to do the same. Problem is, this is a cost that the dealership does not want to incur. The result is a vehicle that is only half cleaned. When one points this out to dealer, all sorts of excuses are offered. Capped servicing and other small incidentals are offered during the sales cycle as a carrot for you to buy their product.
Thank you for reading this post, I feel better now. Maybe a Bex and a lie down?
Larry

Bryan · Guru

I will give you my experience tomorrow when I take delivery of my van. I've been told to process is done not by the salesman but by a professional delivery person and be prepared for a three hour delivery. I'm glad because I normally forget half of what I hear and mostly its the important half that I forget.

_wombat_ · Master (of Mischief)

NeilandRaine wrote:
Vic41 wrote:
NandK wrote:
I have a Jayco van now 2yrs old and out of warranty, I have a problem that needs repair which I believe is,
from faulty material and Jayco has agreed to repair it free of charge. I cannot argue about their after sales service,it is second to none..
Ditto N&K, when I had my van Jayco fixed a couple of problems for me out of warranty, I only rang them for advice not expecting it, but they gave me an order number to take the van to the local Jayco repairer, cost to me zero.....Well done Jayco.
Take note all the Jayco knockers

It's not a matter of Jayco knockers is a case of difference of opinion, IMHO, it would be a funny old world if we all though alike

Dougwe · Chief one feather

Your not honest though SirW.

Countrytech · Veteran Member

I could not resist the reply re servicing or warranty repairs.
We took delivery of our van, and headed off a week later. ( new van ) At sunset every night the solar regulator emitted a warning beep. Not familiar with the system we put up with it as we were to be away only a week. On leaving our camp to head home, one of the wdh bars snapped. Not overloaded or to much tension. Fortunately we were just entering the road and our speed was slow. Rang the dealer and he said he had not had any of those problems except one bar breaking a long time ago. I had to contact the wdh supplier and organise a new bar to be sent out to us.
When we returned, I followed up on the solar concern, and got the same answer - never had it before, so dont know.
I then decided to fault find myself, and then found the negative wires from the battery and the solar panels were connected in reverse order. System was installed by the dealer.
I have posted here a while age about the problem with the outside table of the van - again the dealer has said he has not had that problem before. In this case he did give me a table assembly that was faulty (but worked) to fit myself.
Our van is 18 months old.

John

MOLLUSCAN · Senior Member

deverall11 wrote:
Well gentlemen and ladies,
Our experience with caravan dealers:
1) Our first ever caravan was purchased. The dealer took a whole of ten (yes 10) minutes to show us around the van. We had also purchased an annex and the dealer flatly refused to show us how to erect it. His excuse was that when we wish to erect the annex, ask someone in the caravan park. Great!? Needless to say any markings on the van that had the dealer name on it was removed within minutes of us getting the van home.
2) Too many caravan dealers still think the majority of their customers are on the road for a couple of weeks at a time. When a problem arises, warranty or other, the second response is: 'bring it in'. BTW the first response is complete denial of any responsibility to the problem.
If you are lucky enough to get them to agree to fix the problem, the next statement is: 'we'll have it fixed in a few days after you drop it off'. What happens if you live in your van, where do you got whilst these morons work on your van. What happens if you are thousands of kms away from their dealership as they want you to bring it back to where you bought it from.
3) A lot of dealers now refer you to the manufacturer/agent for the broken part. If it's a CAMEC item, they will tell you to contact CAMEC. If it's Dometic, same applies.
4) Jayco are a mixed bag. Usually let down by a particular dealer. We have heard of many instances whereby as mentioned in the forum, Jayco have repaired something that had run out of warranty at their expense. Well done there. Unfortunately, sometimes you need to argue the point with the dealer and then threaten them with Jayco H/O before they will agree to fix your van.
Kendo, we came across Cameron Caravans whilst in WA and SA. The impression they project is that they are getting enough people to buy their vans and are not too worried about repeat business or lack of. Feel assured they are not the only ones. Recently we were looking at replacing our current van. After contacting a few dealers (internet) not many replied. Those that did seemed to do so out of courtesy and not wanting the business. It is almost a case of 'I want to buy a caravan, can anybody sale me one?'
Vehicle servicing.
Johnq, after seeing some European cars dealers in the eighties offer a car wash as part of the service, Toyota (and possibly others) thought it would be a good idea to do the same. Problem is, this is a cost that the dealership does not want to incur. The result is a vehicle that is only half cleaned. When one points this out to dealer, all sorts of excuses are offered. Capped servicing and other small incidentals are offered during the sales cycle as a carrot for you to buy their product.
Thank you for reading this post, I feel better now. Maybe a Bex and a lie down?
Larry

Hello deverall11,

Our van is 5 months old. We paid $150 for the first service NOT with the dealer. The van is fine, solidly built, no problems to speak of but the dealer was disgraceful. No answers to any questions during the purchase, poor knowledge of the product and completely rude. We had several extras done but they refused to give us an itemised price. At pick up we found it was white instead of grey, the wrong tyres, cheaper than we ordered and several other minor things. We were told to take the van as it was or he would refund our deposit. In other word "take it or leave it" No compromise at all.

We ripped off the stickers and the spare wheel cover in their yard. It was a terrible and upsetting experience when it should have been a happy event. I hate driving past their yard and will never go there again.

normn · Member

Plendo wrote:
Hi Kendo,
I have recently just purchased a van, I negotiated with the manufacturer directly at the show, and purchased the van at the show, but effectively through their Victorian dealer LRV in Croydon. I am happy to mention them by name, because their service has been fantastic, they just can not do enough to make sure we are happy with the van.
Since taking delivery we have traveled about 700km, not enough before the first service, but we plan to leave to head north in a couple of weeks, so the dealer volunteered to check things over before we go, just to make sure it was right.
They certainly understand what service means, and as a result, I am a happy customer.
I suspect you have been unlucky and found a dud, I sympathise.

-- Edited by Plendo on Tuesday 24th of June 2014 09:18:00 PM

Plendo,

I also have good service from LRV's, (waiting for September sometime). Most of the team listen to what you have to say and give you an answer then and there if not they WILL get back to you.

Cheers

Norm

normn · Member

Countrytech wrote:
I could not resist the reply re servicing or warranty repairs.
We took delivery of our van, and headed off a week later. ( new van ) At sunset every night the solar regulator emitted a warning beep. Not familiar with the system we put up with it as we were to be away only a week. On leaving our camp to head home, one of the wdh bars snapped. Not overloaded or to much tension. Fortunately we were just entering the road and our speed was slow. Rang the dealer and he said he had not had any of those problems except one bar breaking a long time ago. I had to contact the wdh supplier and organise a new bar to be sent out to us.
When we returned, I followed up on the solar concern, and got the same answer - never had it before, so dont know.
I then decided to fault find myself, and then found the negative wires from the battery and the solar panels were connected in reverse order. System was installed by the dealer.
I have posted here a while age about the problem with the outside table of the van - again the dealer has said he has not had that problem before. In this case he did give me a table assembly that was faulty (but worked) to fit myself.
Our van is 18 months old.

John

John you should name and shame the dealer

Cheers

Norm

frednme · Veteran Member

not a jayco, alas. it's a 2nd hand Mercedes sprinter. have travelled about 800km in it and got it checked by local mechanic yesterday before I take off for a month or so.

lower ball joint nut missing. could've got into strife on qld country roads!

Bryan · Guru

Just got back home from taking delivery of my caravan from George Day. True to their word everything was ready and after a cup of coffee I was introduced to the hand over person who took me to the van and spent two and half hours taking me through how everything worked. If I was unsure he would go back over and demonstrate whatever it was again. After he was satisfied that I was thoroughly versed with everything he handed me to a lady who took care of the paper work. Kathy even said that this van is far less complicated than the ones we had before. I told her its all the same but with this one she knows how everything works without having to experiment.

Then back to the van this time with the salesman and the sparky who fitted the ESC to the van and brake controller to my car. The ESC was explained in detail and the warranty given to me. Apart from the manufacturers 12 month warranty, George Day gave me a further 4 years (which obviously was part of the sale price) but what capped it off for me was that everyone I dealt with asked me to call them back if I was unsure of anything. Furthermore they explained the first service which by the way is not free. They also said that any warranty queries must be routed through them even if I'm out of Perth, in which case they would direct me to service centre I must go to.

All in all a very satisfying experience. It was the most comprehensive hand over I've ever had in my working life and by asking me to contact them with any future problems means that they are not running away from their responsibility. So there are great dealers out there.

No I don't work for George Day, but if I have to buy another van , that's exactly who I'll go to again. So far I'm a very happy customer and I'm happy with the little Goldstream even if it cost a minor fortune.

Vic41 · Guru

Congratulations Bryan, George Day also support the caravan community and others with donations etc and are to be commended. biggrin biggrin biggrin

Bryan · Guru

As arranged last week, Barrie (who makes the Tug V3 caravan mover) met me at home with two differently geared Tugs. With a little bit of experimenting, we got the fully loaded van up the 10 degree incline in the brick paced driveway with little effort. The only problem was getting the van onto the concrete verge at near ninety degrees. It went up easy enough at an angle, one wheel at a time. I'm also a happy owner of a Tug. Barrie is making a special double clamp up for me to make life a little easier.

I don't think I could have reversed the van up that narrow driveway at the back of the house.

All in all a good day.

Vic41 · Guru

Practice makes perfect Bryan, you'll be an expert in no time smile

johnq · Guru

deverall11 wrote:
[snip]
Vehicle servicing.
Johnq, after seeing some European cars dealers in the eighties offer a car wash as part of the service, Toyota (and possibly others) thought it would be a good idea to do the same. Problem is, this is a cost that the dealership does not want to incur. The result is a vehicle that is only half cleaned. When one points this out to dealer, all sorts of excuses are offered. Capped servicing and other small incidentals are offered during the sales cycle as a carrot for you to buy their product.
Thank you for reading this post, I feel better now. Maybe a Bex and a lie down?
Larry

Hi Larry,

I am sure that Toyota and others make $$ allowances for the complimentary first service, because after the short period on the road any missed things can be corrected before problems ensue and a warranty claim is made.

It would have taken only minutes for a trained mechanic to check if the vehicle was put on a hoist. What was infinitely more annoying and resulted in rapid tyre wear to one front tyre was the faulty wheel alignment (reported but not even checked!) that was noticeable on the tar from day 1.

The wheel alignment was finally set right by a professional and the cost was on a par with tyre fitters who don't have their machines regularly calibrated anyhow.