Beware - Elddis warranty is worthless
Recently returned our 11month old Elddis Crusader to the dealer (the one we bought from) for the routine first service; plus we had reported to them a small issue that needed to be replaced under warranty. The skylight in the bedroom is a double skinned affair; there was a small area of the inner portion of this plastic window which had a mass of tiny cracks or crazing. We had used the van a few weeks earlier and hadn’t noticed it then, but noticed it just before the service (i.e. when it was 11months old) so it can only have recently happened. But we naively thought its covered by warranty they’ll simply swap the skylight window for a new one.
Firstly; when we returned to the dealership at the end of the day they informed us they had completed a report; taken photographs and would report it to Elddis for them to approve replacement.
About a month later they informed us that the warranty claim had been rejected – the stated reason was "due to incorrect cleaning products or the glazing coming into contact with harsh chemicals". We had read the manual and warranty info when we first collected the van so we were already well aware of “the harsh chemical can negate warranty risk” so we’ve never used any cleaning chemicals on the skylight – in fact given it was spotlessly clean when new and the crazed area of the skylight is the underside – well dust doesn’t settle on the ceiling does it ! – we know that chemicals have never been used because frankly we’ve never needed to clean the skylight – nothing – never.
On discussion with the dealer; they suggested I submit a claim direct with Elddis. Which I did, of course I stated categorically that harsh chemicals had never been used and if that was their opinion they were welcome to swab the skylight and have the swab analysed to prove it. But they simply rejected the claim again – this time they stated that “the sky light is covered under the suppliers warranty but we are unable to over turn a decision made by Dometic”!
I am utterly convinced the cause is faulty materials; we haven’t cleaned it, never used chemicals, never driven with the skylight open; never slammed the skylight shut. They are stress cracks – fortunately it is (at least at the moment) mainly cosmetic – the outside skin of the skylight doesn’t have any cracks and although the skylight is double skinned it isn’t like double-grazed sealed units – the skylight nor the rest of the windows - they aren’t sealed units. So I haven’t as yet raised this again with the selling dealer to try to get them to fulfil their obligations. I am well aware that my legal protection is the Consumer Rights Act and it is the dealer who should fix aspects where the caravan is not fit-for-use (the warranty is in effect the back-to-back arrangement that reimburses the dealer).
But whilst I know my only recourse is to try to persuade the dealer to replace it (or get them to convince Dometic to fulfil their twice-removed obligations), but I also know it will probably involve hours of stress and a low probability of success. Or perhaps talk to CAB or trading standards .....
So the main reason for sharing this is simply to say "beware" – a new caravan’s warranty may be pretty worthless when you consider that they can dream up any wild and unfounded excuse to avoid their responsibilities and they don't have to be able to justify their fantasies. (Of course if it was more serious then 3rd party reports and arbitration etc become options – but for this cosmetic (but both none-the-less faulty and expensive) issue – well life’s too short.
Comments
-
Unfortunately Dometic are almost 100% right in claiming the “micro crazing” that I am assuming you are describing, will have been caused by exposure to one of many inappropriate chemicals, it is the nature of acrylics where inevitably there are stresses locked up in the moulded material.
This can and typically is far from an immediately occurring phenomenon more usually appearing some months after the causing exposure.
Any testing they could do on your window will only confirm that in all but rare cases that are associated with fixing induced stressing.
The good news is that as you state here it is only likely to be a “cosmetic issue”, whilst locally it is structurally weaker that property is not in this application being challenged.
As this occurring is a latent outcome some considerable time after the exposure it could equally have happened at a dealers valeting the van for example from over-spray of a furniture spray? The propellants of these and the active ingredients of non acrylic specific household cleaners, insect killing sprays etc, present real risks.
Unfortunately, I can well understand any van manufacturer not accepting micro crazing of these acrylic windows as a warranty covered fault, other than if found very localised at stressed points like the fixing clips where any excessive mechanical flexing might be the cause.
0 -
I think says more about your dealer than Eldiss. I had not a dissimilar issue with our bathroom skylight at nearly 4 years old. The dealer sorted it in less than a week no charge.
It's been said before sometimes it's the dealers who seem to be the problem.
Tj
1 -
HC we agree entirely that Elddis will do everything and anything to dodge the bullet!
Our 2014 Affinity suffered the same crazing on the front skylight and altho only used by the 2 of us (both non smokers) and only used a clean dry microfibre cloth to wipe over the skylight. We received the same bog standard so it seems reply.
Then last April we noticed water running in around the same skylight recording 69% on the ceiling around the frame and the service company we used complete a report to Elddis.
The service people kindly dried out the van and resealed the frame Elddis then asked for a further moisture report 3 months later which came back at 15%, thanks to the work done by the service company.
0
