Coachman Customer Service - SHOCKING
So we are new to caravanning and after much research opted to order a 2018 Coachman Vision 580. Arrived Feb 14th and picked up and used for a 2 day close by visit to get used to things. Caravan without any washing then went straight into storage. A few weeks later wnet to pick up caravan and the sealent on the back of caravan, some of the sides and rear brakelight had gone a brown colour.
I repeat that we had NEVER washed the caravan and after a huge amount of back and forth and coachman finally taking ownership, they said they would repair back at the factory. You never would have thought we had just paid over £20k for their product.
No apology, no email confirmation of work being undertaken, no updates and then get this - they returned the caravan just before the bank holiday, and the rear brakelight had not been repaired/missed!!!
They have now palmed us off to the dealership in a half attempted apology email - thing is they didn't even have courtesy to a)ring me and apologise and b) copy in the dealer so they knew they had been 'dumped on'.
So I would warn anyone against considering this brand, even dealers themselves that may be looking at becoming a new franchise for coachman, which my dealer has this year.
Still have some other items not right for a brand new caravan which I will have to take up with the dealer as well when they have recepit of the correct sealent.
To this day I don't know why the finish was so sub-standard, but Coachman seemed to have wiped their hands of things.
Comments
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Your contract is with the dealer, Mcl, and it’s their responsibility to sort matters. They may well liaise with Coachman but it is the dealer you need to pursue.
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Sad state of affairs for anyone new to touring. What's worse, it could have been any of the big name brands, little to choose in terms of quality and customer service. Hassle the dealer hard, right up to taking them to court if you have no proper redress.
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So far the dealer has been as shocked as me I think as their relationship with Coachman is new as well.
They have already ordered the sealant to repair rear brake light and have been apologetic throughout, unlike the manufacturer.
It was Coachman who wanted the van back up to Hull, but you think they would have then made it factory fresh/as new before sending back down South!
Think it may be back to tents!!! Far far cheaper and alot less hassle it would seem.
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If you can get through the next few years, get everything you need to be done on the warranty, you will be fine. Just don't make the mistake of trading it in for another new van! Some vans are on elastic, they go back and forth to dealer/ manufacturer like a yoyo, but get things fixed then hang onto it. Club has a legal dept that can help if you do get major issues. All the best
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Coachman is only interested in dealing with their agent, the dealer, and expects said dealer to handle all the customer liaison and hand over. If your Ford Kuga gave trouble, for example, I doubt you’d hear from Ford themselves.
It’s good that your dealer seems to be on the ball.👍🏻
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Why do owners of Coachman products seem to think they show get treated any differant than the industry standard . In general quality and customer service is lacking across the board. You state you paid in excess of 20 k for your caravan, i paid over 22K for my Bailey but dont expect to be treated any differant than someone who paid 12 K Customer service should be the same for everyone and not because you own a Coachman'
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