Powrtouch really poor customer service
Back in 2017 when I purchased my new caravan, after a lot of research I decided to go with Powrtouch for a motor mover. This was based on glowing customer reviews and their 5 year “No quibble guarantee”
For 3 years the mover has performed as expected, all good so far.
Back in July this year, trying to move the caravan out of storage for my first trip away this year, I found one side not to be engaging (automatic mover)
It turns out, after trying the “red t wrench” and even a socket on a big t bar that the actuation motor is seized.
So I ring Powrtouch on the 11th of July, and told no worry we will get an engineer out to you.
I haven’t heard from the engineer so ring again on the 24th July and told the engineer will contact you, still no call back
Called again on the 27th July to say I am going away and would really like this fixed, still no call back
Phoned again on the 31st July to say I still have not heard anything from the engineer and was told that “We have sent him the part and he will contact you as soon as possible”
Decided to leave it a while before calling again.
Called again on the 17th August, same old fob off, an engineer will call you but it never happens
Last phone call was on the 17th of September, where I was told by someone “This is not acceptable and I will escalate it and call you back” Never happened.
We are now on the 5th October and still I have not heard from either Powrtouch or the engineer.
That is almost three months and no contact from anyone!!
Given the current Covid situation I can understand a delay, but I cannot understand why no one bothers to even call to explain the delay, I don’t mind waiting but would really like someone to call to explain the delay and arrange a date for when it is going to be fixed?
As and when I change my current caravan and have a new mover fitted it will definitely not be a Powrtouch. I cannot believe how poor their customer service is, is this result of them being bought out by Truma I wonder?
Maybe you should take this on board if you are thinking of having a Powrtouch mover fitted? They might be the “best” but there is no point having it if you can’t get it fixed when it breaks.
5 year “no quibble” guarantee? It looks like the customer has to constantly quibble to get it repaired (not that it has worked in my case) or am I being unreasonable expecting it to be fixed so soon?