MySwag.org The Off-road Camper Trailer Forum
General => General Discussion => Topic started by: Sicilianmama on May 11, 2012, 12:41:02 PM
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So so angry and upset, we bought the Swan in to the recommended agent to have the riser arm replaced under warranty and also for its 1st service. Also to check over a few other things that we wanted looked at, etc, inside bed pole a bit wobbly, air in taps, small grease mark on canvas where worm popped out when riser arm broke.
Anyway it was nothing but an awful experience! The service was terrible, owner was rude. On finally picking up the van after getting give the run around I find this morning they have scratched the outside of the van near a clip. The front boot paint has a but gouge in it where they have obviously tried to push in bed with boot up. There was grease on our pillows and Doona and also on the canvas on the inside. They pushed the tap on the inside and cracked the outer casing that holds the wires for power. There was dirt and stones all through the van and muddy footprints. I was willing to look past the mess, but once seeing the gouged paint and scratches on the outside I am really upset. It's a brand new camper only 6 weeks old :(
What would you do?
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mongrels....can you talk to jayco to see if they can help and I would go to town on the service agent threatning to go to the tv stations.
Take photos also.
Mark
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Slap Them. Say a few choice words. Take photo's of everything. Email them to the State Manager. Ring the State Manager. Slap Him. Say a few choice words.
Kit_e :cup:
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Sicilianmama,
As a trademan I must say this approach the service agent first explain the situation calmly and rationally. Going in with all guns blazing will attract return fire. The boss may not be aware of the problem, and (if he cares about his reputation) should make the neccesary steps to rectify it. Obviously in NO way do I approve of the mess they have made of it. That is woeful service and sloppy workmanship. I just recommend approaching them first before taking it higher. Take a written list of the faults (with photos if neccesary) and (calmly) demand that action is taken.
I hope it all goes well ......
Cheers Chippy :D
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Sicilianmama,
I hope it all goes well ......
Cheers Chippy :D
If not, slap him too !
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slap who ?
If not, slap him too !
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I agree with Chippy, best to go in calm and with all the facts. If that dosen't work then go in boots and all.
Trevor
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Take photos and send to Jayco head office.
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I agree with Chippy, best to go in calm and with all the facts. If that dosen't work then go in boots and all.
Trevor
X2
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I would leave the photos to jayco until AFTER you have approached the service agent ....
Cheers Chippy :D
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I would leave the photos to jayco until AFTER you have approached the service agent ....
Cheers Chippy :D
Agreed, you can always escalate, de-escalating (?) is much harder. Take photos and take notes / keep copies of all correspondence and phone calls. IF push comes to shove later, you will make a much better case if you have all the evidence and can show that you made it clear what the problem was, and what you wanted done for rectification AND that you behaved in a reasonable fashion. Especially if the agent didn't behave in a reasonable manner.
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Try and do it via email if you can. That way it is fully documented and timestamped for you.
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So so angry and upset, we bought the Swan in to the recommended agent to have the riser arm replaced under warranty and also for its 1st service. Also to check over a few other things that we wanted looked at, etc, inside bed pole a bit wobbly, air in taps, small grease mark on canvas where worm popped out when riser arm broke.
Anyway it was nothing but an awful experience! The service was terrible, owner was rude. On finally picking up the van after getting give the run around I find this morning they have scratched the outside of the van near a clip. The front boot paint has a but gouge in it where they have obviously tried to push in bed with boot up. There was grease on our pillows and Doona and also on the canvas on the inside. They pushed the tap on the inside and cracked the outer casing that holds the wires for power. There was dirt and stones all through the van and muddy footprints. I was willing to look past the mess, but once seeing the gouged paint and scratches on the outside I am really upset. It's a brand new camper only 6 weeks old :(
What would you do?
That is digraceful service and treatment of your new pride and joy... As others have said stay calm it always works better.
Geez you went in quick for the first service !!!!
Greg
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The service was terrible, owner was rude. What would you do?
I can't see them being reasonable especially after this comment ... with or without slapping, either being calm or saying choice words. Approach them again ... yes definitely ... but what do you think they will say if the owner was rude in the first instance. They are going to say "sod off" in my opinion, but give them the doubt of having a "bad day" that day. It's no excuse really. I'd also be advising HQ so they can take it a bit further internally.
Siciliamnmama ... now you know where NOT to take your CT for servicing issues in the future I'm guessing.
I find it hard to believe they let this go out the door with so many issues as new in the first place, but I'm used to exceptional customer service from my CT manufacturer. Yes I understand having a bad day, but if you are making these day in and day out, I would expect better.
Take those photos now no matter what you decide to do or what your approach. A photo says more than you can say and shows the viewer exactly what you mean without having to open ones mouth. Ensure you get the right angle to show the dents clearly as sometimes it's a bit tricky to see them straight on without standing in front of it yourself.
What ever you do ... do it quickly so you can have this sorted and behind you for your next trip.
Kit_e
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Id be straight on the phone to Jayco Head office. Doesnt sound like a good situation i hope its gets sorted out in a proper manner.
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Sicilianmama,
As a trademan I must say this approach the service agent first explain the situation calmly and rationally. Going in with all guns blazing will attract return fire. The boss may not be aware of the problem, and (if he cares about his reputation) should make the neccesary steps to rectify it.
apparently they have already been rude to him
"The service was terrible, owner was rude"
The owner is aware... he sounds like scum.
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Shameless isn't it.
Sadly, all to normal now.
Same thing happened with my dad and his caravan to seller/service agent in Perth.
couldbt give a toss.
More than 12 weeks at the agent, hadn't toiched it, but what looked like they used it for display van.
stuff missing from innide van. Told him all was done, dad drove 500km to pick it up, was filthy ad they had one nothing..
Overnight motel stay and then drive 500 km back home again
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Hey Siciliamnmama, I would be interested in knowing who you used. In Toowoomba or Brisbane.... have to take mine for for service soon and wont be taking it there....
Regards
Scott
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I would get onto jayco and say u want NOTHING MORE THAN THE REPAIRS DONE and if they cant fix it TELL THEM U WANT A NEW VAN because your service guy has damaged my new van .
Tell them that u go on quite a few camping forums and we are all interested in seeing what the outcome is .
i would name and shame this asswipe .
craig
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I would get onto jayco and say u want NOTHING MORE THAN THE REPAIRS DONE and if they cant fix it TELL THEM U WANT A NEW VAN because your service guy has damaged my new van .
Tell them that u go on quite a few camping forums and we are all interested in seeing what the outcome is .
i would name and shame this asswipe .
craig
X2....
Cheers!!
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Slap Everyone very hard!!
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Name and Shame mate
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Ask nicely ONCE......document and photograph, when the niceties fail I have always been able to talk to the person who can mak a difference with the line......" Let me talk to the person that has the authority to FIRE YOU".......seems to get a result on the few times I have used it.
Cheers
Chris
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Hi Sicilianmama,
Sorry to hear. I think you have done well not to have done something nasty to the manager/owner at the time.
Do you have any pictures of the Jayco before you took it in for service? They might suggest it arrived in that condition (sounds like they might).
Best hope is for Jayco to come to the party. They can sort the agents out.
I wonder if someone took it on a trip whilst it was being 'serviced'. Dirt and gravel in the van sounds odd unless the service area is in such an area.
Good luck.
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I'm all for going in calm and organised first.
Deal with this face to face, it is harder to say no when someone is talking to you, it is easy to say no and be tough in an email.
I had an incident a few years ago where the prado was serviced incorrectly and resulted in a major breakdown whilst on holidays and left us mid way to a destination and no car for 4 days.
On our return From holidays I calmly explained what happend, provided all the evidence, and got all the costs reimbursed, no question.
As someone else mentioned you can escalate it later if at first you don't succeed.
Grant
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and don't forget consumer affairs. :police: Laws are pretty savage now and standard all over Australia
Good luck I'd be pretty p*****f
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and don't forget consumer affairs. :police: Laws are pretty savage now and standard all over Australia
Good luck I'd be pretty p*****f
Not really ... when it comes down to it ... you dont really have much on your side if they want to play hard-ball
Example ...My $125k bobcat was faulty , they admitted the fault , they tried to fix the fault and caused more damage fixing it ... they have tried to fix it again ... they have had my machine for 15 months ... cost of approx $58K in repayments ... I have already spent around $10k with the solicitor ... after we finish negotiating I might be lucky to recover my repayments and solicitor costs .
The law just dont seem real fair now does it .
Best thing you might be able to do is to bluff the head Jayco office and name the company that provided the bad service ... rembering to only tell the truth and what you could back up if required .
Good luck
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Not really ... when it comes down to it ... you dont really have much on your side if they want to play hard-ball
Example ...My $125k bobcat was faulty , they admitted the fault , they tried to fix the fault and caused more damage fixing it ... they have tried to fix it again ... they have had my machine for 15 months ... cost of approx $58K in repayments ... I have already spent around $10k with the solicitor ... after we finish negotiating I might be lucky to recover my repayments and solicitor costs .
The law just dont seem real fair now does it .
Best thing you might be able to do is to bluff the head Jayco office and name the company that provided the bad service ... rembering to only tell the truth and what you could back up if required .
Good luck
Yeah that's pretty poor.Business equipment up to $40k only is covered, can't get much to move dirt for that !!!
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Yeah that's pretty poor.Business equipment up to $40k only is covered, can't get much to move dirt for that !!!
And the best part is that because I went and brought another machine after sitting around not working for 6 weeks ... another $125k , I cant get bugger all for loss of income , the solicitor reconds that it would have been better to not have brought anything and then to sue for loss of 15 months of income ... the law sucks !
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Thanks for all your replies, I now don't feel like I'm overreacting.
Just want to clear up, it wasn't from my jayco dealer, this is just a small local caravan fixing place in my home town as I live 2 hours from Brisbane where I purchased it.
I didn't bother calling the service agent, the owner was rude & unprofessional when I had to deal with him to organize pick up, tried to scare me into thinking there would be more stuff wrong than there actually was causing me to of course panic as it was already two days overdue to pick up & we had to leave for camping the next day. The two other guys I dealt with there, on the phone & in person were lovely, professional & sounded like they cared. It's a shame the owner is so terrible.
Anyway so I called my sales guy that sold us the Swan, he has been nothing but helpful. He said he would take it higher & talk to his boss & sort it out for me :) he said the same as a lot of you have, better to take a calm approach than to go off at them. He is calling me back Monday with the verdict. Problem is I don't want to take it back to this local shop, if that's how they treat the camper for a service & repairs imagine what they would do to it after a complaint.
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That is digraceful service and treatment of your new pride and joy... As others have said stay calm it always works better.
Geez you went in quick for the first service !!!!
Greg
Yep well we'd well and truly done the 1000klms in it after driving to the coast & back plus then down to yamba & back & the trip just taking it home was a few hundred k's :)
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I can't see them being reasonable especially after this comment ... with or without slapping, either being calm or saying choice words. Approach them again ... yes definitely ... but what do you think they will say if the owner was rude in the first instance. They are going to say "sod off" in my opinion, but give them the doubt of having a "bad day" that day. It's no excuse really. I'd also be advising HQ so they can take it a bit further internally.
Siciliamnmama ... now you know where NOT to take your CT for servicing issues in the future I'm guessing.
I find it hard to believe they let this go out the door with so many issues as new in the first place, but I'm used to exceptional customer service from my CT manufacturer. Yes I understand having a bad day, but if you are making these day in and day out, I would expect better.
Take those photos now no matter what you decide to do or what your approach. A photo says more than you can say and shows the viewer exactly what you mean without having to open ones mouth. Ensure you get the right angle to show the dents clearly as sometimes it's a bit tricky to see them straight on without standing in front of it yourself.
What ever you do ... do it quickly so you can have this sorted and behind you for your next trip.
Kit_e
Yes I certainly won't be going back there, I'm kicking myself for not just driving down to Brisbane & getting my dealer to do it :(
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Hey Siciliamnmama, I would be interested in knowing who you used. In Toowoomba or Brisbane.... have to take mine for for service soon and wont be taking it there....
Regards
Scott
Hi Scott, it was the Jayco service agent in Toowoomba
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Hi Sicilianmama,
Sorry to hear. I think you have done well not to have done something nasty to the manager/owner at the time.
Do you have any pictures of the Jayco before you took it in for service? They might suggest it arrived in that condition (sounds like they might).
Best hope is for Jayco to come to the party. They can sort the agents out.
I wonder if someone took it on a trip whilst it was being 'serviced'. Dirt and gravel in the van sounds odd unless the service area is in such an area.
Good luck.
No I don't think they would of, wouldn't have had the time, I think they are just sloppy & yeah the service area was in an industrial estate & all very messy.
Thing is with the cosmetic stuff like the grease inside the van, thats just laziness, wash your hands!
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Hi Scott, it was the Jayco service agent in Toowoomba
Thanks mate.. I will be taking mine to where I bought it.. Brisbane Camperland.
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slap them all down with a wet fish and whilst they're are lying on the ground wee on them -- it works all the time
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Thanks mate.. I will be taking mine to where I bought it.. Brisbane Camperland.
Yeah that's where we bought ours too, and they have been awesome, very happy with their service and after sales support. Our sales guy Paul has gone above and beyond his duties, I'm so glad we purchased through them.
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slap them all down with a wet fish and whilst they're are lying on the ground wee on them -- it works all the time
Haha, that would certainly be interesting, although I don't think physically possible for me!
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Yeah that's where we bought ours too, and they have been awesome, very happy with their service and after sales support. Our sales guy Paul has gone above and beyond his duties, I'm so glad we purchased through them.
Bought ours from Paul also...
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What would you do?
Break into pieces and deal with each.
They were rude. Okay. You know not to use them again.
Dirt inside. How long to clean it? 10min or so? Clean it up and don't go back. There $$ loss.
Damage - get a quote for the repairs from someone else. Phone jayco and get a price to replace any parts.
Deliver a letter to the manager requesting they rectify and to contact you. Don't whine about rudeness just what you want done.
Escalate up the chain till you get what you want or hit the brick wall. Then work out whether you can be bothered spending money on solicitors or just put it down to the flotsam of life and move on.
Good luck.
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???
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After reading all that, for some reason I feel like slapping someone ;D
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After reading all that, for some reason I feel like slapping someone ;D
Probably doesnthelp get your camper fixed,
Though damn sure does make you feel better!
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... the owner was rude & unprofessional
The two other guys I dealt with there, on the phone & in person were lovely, professional & sounded like they cared. It's a shame the owner is so terrible.
I know that feeling.
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After reading all that, for some reason I feel like slapping someone ;D
but go fishing before as you need a weapon for slapping
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Was it those wankers in Mansell St, they do have attitude? I agree with Kite Kat if the owner was rude you may not get much help and why would you risk going back anyway?
I'd take it back to who you bought it from and try them otherwise you will need to go to Jaco's QLD agent?
Good luck with it
Cheers
Wartim
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Was it those wankers in Mansell St, they do have attitude? I agree with Kite Kat if the owner was rude you may not get much help and why would you risk going back anyway?
I'd take it back to who you bought it from and try them otherwise you will need to go to Jaco's QLD agent?
Good luck with it
Cheers
Wartim
Haha wartim, you got it in one!
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Was it those wankers in Mansell St, they do have attitude? I agree with Kite Kat if the owner was rude you may not get much help and why would you risk going back anyway?
I'd take it back to who you bought it from and try them otherwise you will need to go to Jaco's QLD agent?
Good luck with it
Cheers
Wartim
Have you had a bad experience?
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Sorry to hear about the mess, certainly not what you need with a brand new van.
If i need anything done to my van or need any accessories I go to the one in Eyers street just around the corner. Great guys very helpfull. Hope you get it sorted.
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I would still approach them one more time before taking it further. we all have bad days, and maybe you just caught him on his ..... granted me didnt need to be rude, but on a second approach (and calm demeanour) he might be different. Failing that, work you way up the line. Dont go straight to the top first up, that will just ruffle feathers and cause unnecesarry agro.
Consider how you would feel if one of your emplyees had done the same sort of job for one of your clients ... sometimes the boss cops the wrap for the emplyees bad behaviour/shoddy workmanship. (yes granted he should have checked before handobver ....)
And as previously said ...document EVERYTHING!
Cheers Chippy :D
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Chippys on to it, I had the rear wheel of my patrol depart company the day after a suspension upgrade, at the time I was looking for blood. It stuffed the alloy wheel, snapped off the wheel studs and damaged the disc rotor. I went in to the shop and spoke to the owner and told him that the service tech had forgotten to tighten up the wheel nuts. He was very apologetic and replaced all of the damaged parts including the alloy wheel ($800) with all brand new, I approached him gently and with respect, and he was great to deal with. The outcome may have been different if I went in with all guns blazing. If that approach doesn't work you can always try consumer affairs?
Leon(Bundyfamily)
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Break into pieces and deal with each.
They were rude. Okay. You know not to use them again.
Dirt inside. How long to clean it? 10min or so? Clean it up and don't go back. There $$ loss.
Damage - get a quote for the repairs from someone else. Phone jayco and get a price to replace any parts.
Deliver a letter to the manager requesting they rectify and to contact you. Don't whine about rudeness just what you want done.
Escalate up the chain till you get what you want or hit the brick wall. Then work out whether you can be bothered spending money on solicitors or just put it down to the flotsam of life and move on.
Good luck.
I agree!
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Make sure that photo's are taken and that they are time dated ... people always seem to forget the little things , until a photo is produced .
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Sicilianmama,
I had a similar problem with a Jayco dealer (not in your state/region) weith my first service. They had touched the tent inside and out with grubby hands and seriously marked it with grease. I hadn't checked the camper before taking it off their premises. Fortunatley in my case I managed to get the grease off with, of all things, Aldi baby wipes (blue packet ones). I wasn't prepared to take it back to them because I thought they would make a worse mess trying to clean it. Haven't been there since and I have taken it instead to other dealers for service when touring. In your case the damage is more serious. Hope all goes well.
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Just an update on the situation. The amazing staff at Brisbane Camperland have shone through and told me they are taking care of everything. From cleaning canvas and rewaterproofing (if that works) otherwise ordering a new tent, to replacing the front boot that has gouges in it. I had to send pictures and a detailed email to Jayco explaining everything. I cannot believe how good Brisbane Camperland have been since buying the Swan. Even if Jayco doesn't shine through for me they are willing to step up and fix it. Am so glad I purchased through them. Will keep you posted on progress, but long story short, they are going to try and get this local wrecker to come to the party and pay for his damage, if he doesn't they are gong to fix for me.
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Good result
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A great result. And well done to camperland.
Greg
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Just an update on the situation. The amazing staff at Brisbane Camperland have shone through and told me they are taking care of everything. From cleaning canvas and rewaterproofing (if that works) otherwise ordering a new tent, to replacing the front boot that has gouges in it. I had to send pictures and a detailed email to Jayco explaining everything. I cannot believe how good Brisbane Camperland have been since buying the Swan. Even if Jayco doesn't shine through for me they are willing to step up and fix it. Am so glad I purchased through them. Will keep you posted on progress, but long story short, they are going to try and get this local wrecker to come to the party and pay for his damage, if he doesn't they are gong to fix for me.
Well done that's great news :cheers:
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Yep it's such a relief to know that my dealer is willing to go the extra mile with after sales service :)
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That is a terrific ending to a horrible story. Now you can go and enjoy your camper.
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Yep it's such a relief to know that my dealer is willing to go the extra mile with after sales service :)
Wonderful result!
They all should Sicilanmama ... that's why they call it after sales SERVICE.
I wouldn't deal with anyone that didn't have such high standards and eye for detail and quality ... even after sales ... which is one of the many reasons we purchased our CT. With AS, they provide same to new clients or one's that have purchased much older models. I know I can call or email them with the simpliest of questions and receive their assistance any time I require it.
It's fantastic to see a manufacturer/dealer stand behind the product they sell regardless.
Kit_e
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Thats great to hear.
With the power of the internet these days word of mouth so to speak is so much more powerful. Name and shame/fame where ever either is appropriate.
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Well done.
I am bringing the CT to the canvass repaire this Friday again.
When I picked it up from the dealer earlier this year after some minor repairs, we were all happy. Didn't check what they did though. :-(
When we went camping a few weeks later, we saw a near tear in the middle of the roof over the bed.
I contacted the dealer and now have spoken with the canvass repairer. The downside is that I have to drive a hour to get there whie there are CT makers close by.
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Just an update on the situation. The amazing staff at Brisbane Camperland have shone through and told me they are taking care of everything. From cleaning canvas and rewaterproofing (if that works) otherwise ordering a new tent, to replacing the front boot that has gouges in it. I had to send pictures and a detailed email to Jayco explaining everything. I cannot believe how good Brisbane Camperland have been since buying the Swan. Even if Jayco doesn't shine through for me they are willing to step up and fix it. Am so glad I purchased through them. Will keep you posted on progress, but long story short, they are going to try and get this local wrecker to come to the party and pay for his damage, if he doesn't they are gong to fix for me.
Great result mate, Brisbane Camperland are a fantastic dealer......
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Another update, had a call from one of the managers of warranty from Jayco, so happy he is organizing for me to be booked in to take the camper back to Brisbane Camperland where they are owing to fix EVERYTHING! Replace front boot cover and all :)
To top it off they have offered us our annual service at no charge for all our troubles :)
Can't be happier to be honest, it's such a relief to have such great after sales service. They have made my horrible experience into a positive one.
As for he local dealer, turns out I'm not the only one who has had problems with them, not sure how much longer they will be Jayco service agents.
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Hi Sicilianmama,
Sorry for the late reply have been working at chilly Chinchilla all week.
Yes have spoken to them a couple of times when trying to buy accessories and the first thing I noticed was their self centred personality which has no place in a business that provides customer service.
They have also been broken into several times and customers carvans/campers stolen. A mate only had his second hand Jaco for a couple of months when he burnt a hole in the canvas so he took it to Mansell St only to have it stolen from the place on the 1st night and he never saw it again. His own insurance ended up paying for a replacement.
I have been told by others that the stolen vans are immediately stripped out and turned into mobile drug labs?
Glad to hear the people who sold you the van are looking after you and they are now getting a plug in a national forum.
Cheers
Wartim
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Wow, thats awful. I was stressed enough with what happened to my camper but at least I still have a camper! Bit suss that vans keep getting stolen from there...
Since my bad experience I keep hearing bad things about them, wish I knew it all before hand!