Got a call today to say our veneer covered panel has arrived for replacement warranty. its only since December when the problem was picked up by their staff on delivery day. that it was ordered from Melbourne on the same day.
They can fit it on 7th of April when its booked in for a SERVICE. Who booked it in for a SERVICE Not me, but seems you have that spot already for me, so you can do the warranty replacement then who ray.
So you don't want the service then on the same day Mr D..... My Dear No. This van has done an 80km round trip to fix the fixers Jayco won't or couldn't give a Rat's Ass to fix.
Q. And now Jayco want's Money to service what exactly. Ho yes Mr D we charge you for the service. But what are they going to service. (We haven't even made the bed up honey, the Van has sat in my shed unused, waiting to get repaired and now you want to service it. GET REAL.
Boy am I going to have some fun at the Sydney show.
Jim
-- Edited by Hey Jim on Monday 14th of March 2016 05:06:59 PM
They will Either have me arrested or kicked out at the Show. Maybe I could get a refund as well. Either way, I will have the freedom of speech .Bunch of DH's OMO.
I will talk to those that want to listen.
Who wants to wait 3-4 months to get some thing fixed under warranty. Not myself, and I will speak freely. I waited 8 months and paid $$$$$$$$$$$$$.
Fix it now.
BUNCH OF PRICKS IMO.
-- Edited by Hey Jim on Monday 14th of March 2016 05:07:18 PM
-- Edited by Hey Jim on Monday 14th of March 2016 09:22:17 PM
Don't muck around with the dealer, ring Jayco Head Office and speak to their Customer Service Manager, sometimes these dealers try to pull the wool over your eyes. I think you will find a different response altogether, I know I did in the past when I had a Jayco.
Not trying to tell you what you should do and not do. But from my experience you need to take that precious little Journey on a "shake down trip" and then you may have something to complain about. I would be doing it prior to the first service date. From someone who travels this great country towing a Jayco Sterling Outback all 23' and calls it home, the need to deal with Jayco Warranty and find good Jayco Dealers is paramount in owning the product, going off at the mouth will not help your cause. Our van will be 3 yrs old in December and Jayco Warranty is still prepared to fix issues that were initially identified in the warranty period and have returned.
Jim. Sorry you are having these problems. We are on our third Jayco. Two caravans and now a motorhome. The warranty service has been exemplary. Even after it went out of warrenty tney have been more than happy to repair things. Cant speak too highly of them. In particular the customer service guys in head office. As stated, give them a call. Have heard so many good stories about Jayco now. Never used to be that way but they have turned it around to the good. Good luck mate.
phil
There is no way this van is hitting the road the way it is, except back to Jayco Sydney.
I will be pulling up stumps earlyto live under this thing on four wheels to do the fixing myself. We don't want issues if we can rectify them before they becomereal issues in the Never Never.
They will not even supply the bearing numbers to carry spare bearing sets.( EXCEPT to say we only use genuine Al-Ko replacements.) (Fills me with real confidence)I have to pull apart the wheel hubs to secure the same numbers.BS.
And that comes from GLEN....... the SERVICE MANGER at JAYCO SYDNEY...... The BIGGEST LOAD of CRAP SIR........JAYCO MELBOURNE DO YOU HERE THIS CRAP.
I'm taking my PrivatePhoto's of MY VAN to The Show to SHOW. Then I may get some where without the BS.
I did the same to thefolks who built our pool. They want publicity, They have now got it.
-- Edited by Hey Jim on Tuesday 15th of March 2016 07:35:35 PM
Jim. Sorry you are having these problems. We are on our third Jayco. Two caravans and now a motorhome. The warranty service has been exemplary. Even after it went out of warrenty tney have been more than happy to repair things. Cant speak too highly of them. In particular the customer service guys in head office. As stated, give them a call. Have heard so many good stories about Jayco now. Never used to be that way but they have turned it around to the good. Good luck mate. phil
I found the same thing with my Jayco Philw, even out of warranty the head office came to the party and gave me order numbers to take it to repairers for free fixes, even when the faulty products were not made by Jayco. I think it would be hard to find a better product warranty for RV's IMHO. The head office can't do things unless they know about them, they are interested in their customers experiences, either with their Jayco product or Jayco Servicing/Repair agents.
-- Edited by Weevil on Tuesday 15th of March 2016 01:15:57 AM
Hi Jim. I only have sympathy and complete understanding for you with the drama the Dealer has put you through.
I bought a Supreme van from George Day Caravans in Perth - the largest and oldest dealer over here. The grandfather would turn in his grave now to see how his two gandsons treat the business and its customers. These two just don't give a rats about the customers unless the latter has a really loud mouth and a big ham fist (so I was told recently by one of their long term staff). After we got up to about warranty fault number 50 or so, I didn't have a working relationship with the Dealer and turned to Supreme H/O in Melbourne. I "chatted" and greased my way around the lady who runs warranty work and since then, no problems with getting faults fixed out of warranty and promptly.
At a Caravan and Camping show in Perth about 2 years ago, Jaycos H/O National Customer Service Manager was in attendance. I really nice guy and listened to quite a few people moaning about their Jaycos and INSTRUCTED the selling Jayco Dealers to fix the problems asap. I spoke with him and he was quite open (and dis-agreed) with Jaycos policy of little quality control, letting customers find the fault and extending the warranty period to rectify. He agreed that is not how it should be, but that is the current policy of the company.
Why don't you phone them up and try your smooth, sales pitch tongue on them - I think you will be surprised (hopefully). You will only wind them up and refuse to sort out the issues if you take them on head to head !
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Cheers Bruce
The amazing things you see when nomading Australia
Hey Jim: You have my sincere condolences about your situation. My experience dates back to 2001, so although it is not relevant to today's issues, it shows that things have not changed much over theyears.
I have a 1999 build (bought 2000) Jayco 16.5 ft poptop. In 2001, we were heading to Perth and at Esperance I looked at the tyres and found that they were worn to the steel belts on the inside of the tread. The van had done 18000 km at that stage. A quick measure and I found that the axle had 10 mm toe-out. I contacted Jayco and they told me to get in touch with a dealer in Perth. I did so, and could not get much satisfaction, so I fitted new tyres and came home. When I got home, I removed the axle and in doing so, found that Jayco had installed it 20 mm offset so that the U bolt had at some time hit the chassis rail above it and dented it. I took photos of the damage and the toe-out problem and prepared a letter which was sent to Jayco for their comment. Two months later, I still had no reply, so I sent a follow up letter, then another letter and 4 faxes. In the meantime, I phoned up and asked to speak to the service manager. He wasn't in at the time so messages were left for him to call me. No callback ever came. Meanwhile, an immobile caravan was blocking my driveway.
Finally, I phoned and sent a fax saying that I was bringing the axle down to Jayco in Melbourne. I loaded the axle into my trailer and drove down to the Dandenong factory. The gateman told me to park over near the showroom, so I did - right hard up against the front door. Anyone who wanted to get in or out of the showroom had to climb thru my trailer!. I then asked to see the service manager. For a change, he was in his office. I introduced myself and told him why I was there. His reply was 'It would have been nice if you could have let me know you were coming'. Well, a small mushroom cloud then erupted in the office. I told him about the 3 letters, 4 faxes and several phonecalls. He looked through his in-tray (over 1 foot deep in letters) and near the bottom, found my first letter. He read it and then said 'I should wanr you that I am a qualified engineer'. 'Good', said I, 'So am I', so we settled down into discussions as to how to fix the dented chassis rail. Eventually he proposed a fix to which I disagreed because it would not be satisfactory. We left the fix aside to see if the chassis bent. Thusfar it hasn't but I haven't really flogged the van so I cannot say for sure that it it fully OK. Suffice to say that I am not totally happy about it. Jayco's warranty was 2 years - ON THEIR WORK. The axle was Al-Ko's problem, but that had only 1 year warranty.
The axle problem was shuffled on to Al-KO, who made it. They tried to fix it but not really right. The turned the axle around so it had toe-in, but several years later, I noted the tyres were still wearing unevenly, so I contacted Al-Ko again and they asked me to remove the axle and send it to them. They in turn sent me (for free, including freight both ways) a new axle - with 5 mm toe-in! I still don't like it, but the tyres seem to be wearing evenly. Al-Ko reimbursed me of one of the tyres I bought, and years later I had a hub crack and fail. I phoned Al-Ko, asking them where to get another hub. The manager asked me to send the broken hub (and the other as well) to him and he sent me 2 new hubs. Again, freight was paid both ways. Now, that is what I call service.
So, getting back to the original posting, it seems that nothing has changed at Jayco. Quality control is non-existent and from what I have read over the years, quality control doesn't exist at many other manufacturers either. The service manager I dealt with has probably long gone from Jayco (I hope so), but the spirit seems to live on. Now, to offset some potential criticism of my approach to Jayco, the first letter I sent was very polite. The first follow-up letter was similarly polite. The second follow-up letter was a bit more aggressive and as time went by things got a bit warmer. The face to face meeting was polite but very tense, and indeed the manager readily agreed to my stance. If there was further confrontation, I was going to go to small claims tribunal and that would have been bad publicity for Jayco, and he knew it. Even so, I had to do most of the work myself (including refitting the old axle and subsequently fitting the new axle). I could do it at the time, but now, no way now could I even think about it.
I often read about people's problems with quality control and caravans and sympathise with all of them.
-- Edited by erad on Tuesday 15th of March 2016 11:39:51 AM
What a clear and concise post of support for Jim, Erad...well done.....sometimes just sharing the problem/frustration as Jim has, can be beneficial to the soul, and we may also learn something in the bargain on how to handle our own next problem.....I know Jim had his inevitable knockers of course on here, when he first posted regarding his problems, however even if we know we are not orphans when we experience something similar, it can help sooth the frustrations IMO.......Jim doesn't give up easily..to his credit....Hoo Roo........
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'The secret of happiness is not in seeking more, but in developing the capacity to enjoy less'.Socrates BC399.
'Be a Cheerful Nomad, not a Grumpy Gromad, it's the Surly Bird who catches the Germ'!
Too right !!:), and as you said it isnt only Jayco.. It pains me that ACCC or whomever is responsable hasnt tore through halfe the Caravan manufacturers etc ..Good till they get their $$ and then "Find some interëst in us if you can" .. Wander why some people go off the rails ey :)??..
-- Edited by Papou on Wednesday 16th of March 2016 01:26:58 PM
