Deep Frustration with Window Company!
I'm just venting disappointment and frustration here... we've been looking forward to our first trip away with our van this weekend, & meeting other owners of Rapido pop-tops to learn more about them. A previously repaired window failed just over a fortnight ago, and our dealer arranged, under the terms of his warranty, for a Halifax company to make a new one. They promised it would be ready in time. Earlier this week they announced it would be the back end of next week instead, until given a polite but firm call or two, they decided they'd have it ready by today - our dealer was even volunteering to drive up from Coventry to Halifax to speed collecting it safely. So this morning they confirmed that yes, it was all wrapped up and ready, so Bob Morrison, hero of BJM caravans in Bedworth, drove up through the traffic, only to be told on arrival that they'd realised it was the wrong order they'd prepared; they hadn't even bothered to contact him and stop his drive up the M1.
The company are now deeply apologetic, blaming each other, and considering repaying our weekend's costs, which is the least they can do. But how frustrating, still! I'm almost not sure if I feel more annoyed for us, or for Bob, with their letting him make such a long wasted trip like that.
OK, rant over. Thanks for reading,
Richard.
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Sadly not, Bakers2, the old front window had to go off as a pattern, because it's from 2000 and Rapido no longer make caravans so it's not a standard mainstream pattern. So our caravan is sitting 40 miles from us with what amounts to superior grade clingfilm over its front, not ideal for taking on the road!
As you say, can't fault our guy, though.
In consolation, we're planning on visiting this rally in the car, just for a few hours, as it's not far from home, so we can at least ply them with questions... but then we'll have to take ourselves home rather than playing caravans!
Thanks for the post.
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So sorry to hear this story Richard. Hope they sort the new window soon.
I remember well the problems with front windows on some caravans around 2009 when the manufacturer of the windows left too small a gap between the front double glazed window. When travelling, caravanners found that the pressure on the outer skin front window touched the inner skin and made marks. All front windows were replaced on warranty. I wouldn't mind betting that it nearly finished off the window supplier (not an British company) - they did survive though, but I bet they don't make the same mistake again in a hurry!!
Do you have any time scale for your new window now, Richard? You want it before the main season kicks in. It would be a real shame to miss out on any more trips. Full marks to the guy who took the trouble to drive up and try and get the new window. It's got to be a bit of a worry only having a temporary cover where the window should go. Really hope the water doesn't have get in.
Do let us know how it all goes.
David
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Thanks David, and thanks all! The company have faithfully promised they'll send it today or tomorrow so it should reach the dealer by Monday. Assuming this time they get it right, that means we should have the van back early next week... hope so indeed, as we've booked some of the sites we're planning on visiting in Scotland a few weeks on, and we really don't want to start on that without having even tried things out in advance!
And yes, the temporary cover concerns me, too - I'm assured it's what all companies use when they need to cover a window.I'll keep you posted indeed.
Richard
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Hmm - latest update on the window saga, and it doesn't reflect well on the company, I regret; I'm just hoping it turns out well in the end, but I've rarely heard a man so indignant as our dealer on the phone just now.
The window was finally promised for sending off on Friday to arrive today, both in phone conversation with our dealer, and with me when I phoned as well. When our man first ordered it, he gave them his card number, so it would be used to take payment when the window was ready.
I phoned to check it had indeed been sent - Oh, no, it hadn't, as he hadn't paid. They'd tried to phone him 20 times on Friday to take payment and tell him they'd not be able to send it until he paid. We just hope they haven't transferred his card number to the other window order, the one they got him to drive to Halifax to collect.
Strange that I now learn his phone doesn't have a record of these 20 calls, and when they left a message asking him to phone them and he did, they weren't answering.
He phoned this morning too, and was treated to a very ill-mannered conversation with the boss, in which the boss said that whatever his staff had promised, there would be no payment to the customer (me) for any lost holidays, despite the earlier blandishments, but there would be a discount off the next order. And a whole lot more. He got the impression that since they're the only ones in the market, they felt they could treat him arrogantly.
In theory they've couriered it down to arrive tomorrow now. Let's hope they really have. I'm beginning to wonder when we're ever going to finally get to try this caravan out!
Ho hum.
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That's a tempting thought, thanks, ABM. Since I'm the owner of the van rather than the guy who entered into a contract with them to make the window I'm not sure how I'd stand there, but if they don't produce goods promptly, I think I may well do that. I'm really not sure over the matter of whether I chase payment as compensation. Certainly by the time they admitted they'd messed up the first time it was too late to cancel our place on the site, but I'm just not normally that sort of customer!
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The good news! We now have our lovely caravan back again, complete with shiny new window.
Based on our dealer's account of his conversation with the company in question yesterday, I have serious doubts about any chance of their compensating us for our lost weekend, but at least now we have a good chance of trying it before our first real trip. So that much is very pleasing.
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I think your window was made by Exhaust Ejector Co in Halifax, i have to say I have used them twice with no problem at all, both times they turned it round in 2 weeks or so from sending to getting back a perfect window.
shame you had problems but no company is perfect but i have to say i would not hesitate to use again (as you say i do not think there is anyone else to go to anyway)
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