Brand new Hymer motorhome
we purchased a new motorhome and picked it up on 22 May 2019. On our first excursion we found that the electrics were not wired up properly nor was the heating ducts. On the third night after heavy rain we found that there was a serious water leak. The dealership retired and reconnected cables and ducting to rectify the first two problems. They further identified that they had incorrectly installed the canopy/awning. We have been offered a free water ingress check by Hymer, the manufacturer, but nothing from the dealership whose incompetence caused our very disconcerting experiences. Is this acceptable?? Any advice would be appreciated.
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It does sound a very poor state of affairs. Clearly they didn't carry out much if any of a pre delivery inspection. That should certainly have shown up the problems with the electrics and heating. It would be interesting to know if the wiring problems were also the result of something the dealer had installed, like an alarm. As to the awning again very poor, a dealer must install lots of these. If they washed the van prior to you picking it up, as is normal, you would have thought they might have noticed a leak. Unfortunately you may be stuck with then as far as warranty work is required. However, servicing is another matter, as it is much easier to take your business elsewhere.
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The dealership has advised us we can only use Hymer workshops in order to retain warranties!
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We looked at a Hymer but our nearest dealer is 100 miles away. Motorhomes do not have the number of distributors that cars have so being close to a dealer is important. The dealer holds the warranty and you have no contract with Hymer so unfortunately they have to be your primary contact and need to get it sorted.
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No its not acceptable, unfortunately its probably a case of "such is life" if you are happy with the solutions its probably better to just get on and enjoy the van, if you have no further problems your initial disappointment will fade. I would suggest you keep any records you obtain especially the free damp report.
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agree with Tigi...let them sort it and move on.....Hymers are great vans and it may have been they the dealer didn't pick these things up, for whatever reason.
awnings are generally aftermarket dealer fit items for German vans sold here....the dealer should be on the ball, but...
as long as the water ingress issue is nothing beyond a badly fitted awning, you should be ok....
we looked at (locally sourced) Hymers when bought each of our Carthagos....just couldn't do the right deal, other wise....
so, move on and enjoy a terrific MH ...
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The dealership is Travelworld in Stafford.
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Thank you for your comments. Your experience was our expectation, especially following one year's experience in our previous Hymer. We are hopeful that this will be the end of all our troubles and that we will be able to enjoy many years of trouble free travel until we become unable to continue the dream.
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Here’s a review page for dealer. Some good reviews by folks just having a look around, some not quite so good ones regarding other things. So, if you don’t get your issues fixed, particularly the fitting of the canopy which sounds like it was carried out there, suggest leave an honest but frank review of your dealings with them around purchase, PDI checks and after sales service. Only by highlighting issues will customer service and after sales treatment improve!
https://www.motorhomes.co.uk/reviews/
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I would accept it. Travelworld fixed two problems - in 2013 Hymer did the PDIs, the dealer was not required to do them but I don't know whether that is still the case - and it identified a problem it caused when other dealers may have kept quiet.
I'm on my second Hymer, the current one bought in 2013 from Travelworld. I would have a third because neither of these two, or the Arto before them, suffered from damp. Eighteen years being damp free. They are also designed to a good standard
My experience of Travelworld over the last eight years is that it can be awkward to deal with but at other times, can be exceptionally good. I try to deal with the staff face to face as that's when they tend to be at their best - or I am anyway! I've come to understand how the dealership works and what is expected of the staff which makes it much easier to gain mutual understanding and resolution of issues.
My advice is to focus on getting issues resolved with Travelworld.
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