Dreadful customer service from Coachman Caravans
We were delighted when we bought a brand new Coachman caravan in September 2017. We first used it in October and found that the wrong mattresses had been fitted. We could not make up the bed. We let them know immediately and told them that we were going on holiday in Spain in mid December (10 weeks away). After a number of prompts and several precious weeks later we were told to take the cushions back to the supplying dealer which we did the same day.
After several further reminders the cushions were returned one day after our holiday was due to start. The courier damaged them in return transit. Coachman have never apologised and their MD Elliott Hibbs has refused to reply to our letters.
It's such a shame. We have trusted Coachman for decades. When we needed them to sort out their mistake in a reasonable period of time they could not be bothered to do so.
Richard Morrice
Comments
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Really, Kwik, your gripe was with the dealer who sold you the van and, while I’ve no doubt Coachman could have been more co-operative, it was the dealer's responsibility to sort things out and his desk you should have been thumping.
Your dealer has let you down by not taking control and achieving the required result in a timely manner, and for letting the van go out the door with incorrect cushions in the first place. PDI? Pah!
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I would estimate that over the past 4 years our 2014 Coachman 565 has spent half that time with faults. The dealer has been awful but there's no doubt that Coachman have made it easy for them to dodge responsibility a on a few occasions with their poor communications and slow delivery of parts.
Problems have included fridge wiring wrong, boiler wiring loom melted, front panel cracked, front window blown and water system faults. I find it hard to believe that Coachman made a caravan 4 years ago that they can't supply parts for because they're no longer made and they haven't stockpiled. Imagine buying a new car that was delivered with faults and with no replacement parts 4 years down the line?
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I'm sorry to go against the grain of this thread but I have always found Coachman to have excellent customer service. However, as Tin Wheeler has already pointed out your contract was and will remain with the supplying dealer. What quality of Pre Delivery Inspection (PDI) did they carry out? What on earth were they doing releasing to their customer a caravan, with the sort of faults that you describe?
dennisd I also took delivery of a 2014 Coachman Pastiche 565 in September 2014. It has been mainly faultless ever since, the only problems have been with my motor mover, transferred from my previous 2007 Coachman 520/4. Those problems cannot in any way be attributed to Coachman.
My 565 was one of the last heavy weight Coachman vans. That being so I cannot comment on the new lighter construction vans, but I am confident that the same Customer liaison team exist. Your dealer should be chasing them and not leaving it to you.
TF
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Manufacturers tend to keep customers at arms length for good reasons. Can you imagine what would happen if every Ford motor car owner who had a fault contacted Ford rather than their dealer. The manufacturer is not in control of the contract you have agreed with your dealer and the level of customer service depends totally on the quality and integrity of that dealer. Maybe they sell at cut price and downgrade the service they provide? The manufacturer does not have the infrastructure nor the staff to deal with customers direct.
If the service the dealer is receiving s less than satisfactory then they should refuse to stock Coachman as happened with our caravan dealer a few years back.
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