3 Months for replacement windows
I have had the front windows replaced under warranty on my dealer supplied Ace twinstar. It's a 2006 model and the dealers contracted the job to a local engineer to carry out the work which was done today 3 months after the job was authorised. According
to the engineer as a caravan owner I should be patient as the average lead time for Windows can be 6 >12 months. Is this anyone else's experience
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Yes! Mentioned issue with window catches at service in Febuary and was diagnosed as being faulty windows. They were finally delivered to be fitted two weeks ago.
The van is two years old and the service engineers, who are approved by all the large manufacturers,said that the timescale was the norm.
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We had a window made to measure by EECO at Halifax. We took the window over to them, they made a new one, and we picked it up by the end of the week.
Our local dealer was going to charge us three times as much to take the window out, have a new one made (same supplier - we asked them) and replace it. It took OH and me about half an hour to take it out and about the same to put it back! A good saving
for an hour's work!0 -
My engineer got quiet shirty with me even and left me feeling like I was a nuisance evewn though throughout my enquiries were polite. A simple text request asking when the windows would be fitted received the reply "when i get them " which while accurate
is a long way from the kind of service I give my own customers. Anyway it seems as Trini said this is customer service in the caravan industry. My dealer did stand by their warranty but I have to say its much easier to get hold of the sales office when you
are buying then the aftercare which disconnects you if they dont answer. Its one area the Club should be much more active in getting better service for members but the trouble is at the top their are two many old chums from the industry and its various associations
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ValDa sounds ideal do they make windows for any caravan ? Incidently my engineer said the cost to the dealer for the three front windows for my caravan was around £1000. Glad it was under warranty.
They will make windows for any caravan. If they do not have the measurements they will make up a new one from the old one and will match coloured windows. They are not cheap but neither are the original suppliers.
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A little tip folk, if your having a problem with your dealer find their Facebook page and leave an adverse comment. Had a problem with my dealer last week, found their FB page showing smiling couples picking up shiny new vans and my comment was something
like 'it's great when everything is going well but see the smile slip when...etc. Had an email within an hour and van went in for inspection today.0 -
Good tip . To be fair my dealer did put things right it just took a long time for the engineer to get the windows made worse poor information and an abrupt dismissal of polite enquiries. Kept my cool though because ranting would not have got the job done
and would have just caused further delay.0 -
Unfortunatley it is not the dealer/engineer that are 'difficult' its that they dont know from the manufacturer when items will be available.
The manufacurers seem to only order what they need for their production line and work on 'just in time' basis to avoid costs of holding stock and a consequence of this is that they have to add on any warranty items on to furture orders.
Besides whatelse can we their old customers do? We have our vans and they have their sale and so have to wait and wait ...
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Some interesting comments. I tend to agree that it is probably not the dealers fault nor the engineer but the poor availability from the manufacturer. it makes me wonder what people do if a window gets damaged I suppose it's plastic sheet and gaffa tape
for months. I do think my engineers attitude did not help at the end of the day I am a customer and had spent good money with this engineer before having my caravan serviced but I don't think he will be doing the next one.0
