Approved Dealers Not Respecting Warranty

[andyelbac]

What is it with Approved Dealers not accepting warranty work if they did not sell the MH to you?
We have a 22 plate Burstner that we purchased from Choose Leisure near Canterbury last August. It only had 256 miles on it so preume it was a demonstrator? Choose Leisure are not a Burstner Approved Dealer. They purchased it from Moran Motorhomes in Ludlow. At the time of purchase I recall Choose Leisure advising that any recall work would need to be undertaken by the importing dealer. I mistakenly thought this was any Burstner Approved dealer. Fast forward 4 months later and I had an issue with a broken blind. As I live in North Kent my closest Burstner dealer is Cranhams at Romford (a 2 hour, 80 mile round trip). When I approached them to undertake the work they would only agree if I paid the difference between their hourly rate and Burstner's factory hourly rate (which they didn't know)! on the basis that they didn't sell the unit to me. I took this up with Burstner. Their initial response was 'take it to Morans where the work will be done under warranty'. So now we were facing an 8 hour, 420 mile round trip! For a faulty blind! Putting aside the impact on our time, we would have to take two days off to make the journey as Morans are not open on weekends. Eventually, after some nagging at Burstner, they arranged with Cranhan to provide 2 hours free labour to fix the fault, however by this time, Choose Leisure had kindly agreed to repair even though it had fallen outside their own three month warranty period. Are we being unreasonable in expecting any Approved Dealer to undertake the work? I have always assumed that warranty work work gets changed back to the manufacturer so I don't understand what Cranham's issue was?

 

[PP Bear]

Not being unreasonable at all. They actually only want to sell you the van, most aren’t interested in any support there after.

A very very sad situation that captures many van owners. Seems you need to buy a van from the bloke nearby. Don’t you dare spend £10’s of £1000’s of squiddlies on a van that’s the other side of the country, plan a visit, view it, sort the purchase, plan another visit to collect, as when it comes the time for warranty work, it’s a long way and a lot of hassle to get it done.

Feel sorry that you’ve had such a rubbish experience and good job it was only a blind and nothing more serious.

 

[Googlebot]

It’s a ridiculous situation but the norm for the industry I am afraid.

A lot of people get stung with having to take it back miles without realising.

 

[Bern8]

I have just bought a motorhome which the private seller had booked in for its annual habitation service and engine service (with original dealer). After I phoned to transfer ownership and keep the services in place, I was told that because I was not the person they sold the motorhome to that they are reluctant to take me as a new customer (all because they are snowed under with work).
Obviously to keep the habitation warranty up it needs to be undertaken by a Chausson dealer.
I won’t name the dealer as I am awaiting an email back that I sent them nearly 2 weeks ago, proving I am the new owner. A phone call next week will decide my next course of action. Needless to say the price they are charging for both services are not cheap.
I dread to think what would happen if I actually did have a problem with say a leak.

 

[Go_buddy_go_]

What is it with Approved Dealers not accepting warranty work if they did not sell the MH to you?
We have a 22 plate Burstner that we purchased from Choose Leisure near Canterbury last August. It only had 256 miles on it so preume it was a demonstrator? Choose Leisure are not a Burstner Approved Dealer. They purchased it from Moran Motorhomes in Ludlow. At the time of purchase I recall Choose Leisure advising that any recall work would need to be undertaken by the importing dealer. I mistakenly thought this was any Burstner Approved dealer. Fast forward 4 months later and I had an issue with a broken blind. As I live in North Kent my closest Burstner dealer is Cranhams at Romford (a 2 hour, 80 mile round trip). When I approached them to undertake the work they would only agree if I paid the difference between their hourly rate and Burstner's factory hourly rate (which they didn't know)! on the basis that they didn't sell the unit to me. I took this up with Burstner. Their initial response was 'take it to Morans where the work will be done under warranty'. So now we were facing an 8 hour, 420 mile round trip! For a faulty blind! Putting aside the impact on our time, we would have to take two days off to make the journey as Morans are not open on weekends. Eventually, after some nagging at Burstner, they arranged with Cranhan to provide 2 hours free labour to fix the fault, however by this time, Choose Leisure had kindly agreed to repair even though it had fallen outside their own three month warranty period. Are we being unreasonable in expecting any Approved Dealer to undertake the work? I have always assumed that warranty work work gets changed back to the manufacturer so I don't understand what Cranham's issue was?

We had exactly the same issue.. bought ours from a non burstner dealer with 120 miles on the clock. When we had a heating problem non of the burstner dealers would even entertain looking at the vehicle under warranty. They would do for they’re own hourly rate which I think from memory was around the £150/200 mark!!!!
I’m sure if I have a problem with my merc I can take it to any merc dealer for a warranty repair??
Make a warranty not worth the paper it written on!
In the end we contacted Truma themselves and they were fantastic

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[funflair]

What is it with Approved Dealers not accepting warranty work if they did not sell the MH to you?
We have a 22 plate Burstner that we purchased from Choose Leisure near Canterbury last August. It only had 256 miles on it so preume it was a demonstrator? Choose Leisure are not a Burstner Approved Dealer. They purchased it from Moran Motorhomes in Ludlow. At the time of purchase I recall Choose Leisure advising that any recall work would need to be undertaken by the importing dealer. I mistakenly thought this was any Burstner Approved dealer. Fast forward 4 months later and I had an issue with a broken blind. As I live in North Kent my closest Burstner dealer is Cranhams at Romford (a 2 hour, 80 mile round trip). When I approached them to undertake the work they would only agree if I paid the difference between their hourly rate and Burstner's factory hourly rate (which they didn't know)! on the basis that they didn't sell the unit to me. I took this up with Burstner. Their initial response was 'take it to Morans where the work will be done under warranty'. So now we were facing an 8 hour, 420 mile round trip! For a faulty blind! Putting aside the impact on our time, we would have to take two days off to make the journey as Morans are not open on weekends. Eventually, after some nagging at Burstner, they arranged with Cranhan to provide 2 hours free labour to fix the fault, however by this time, Choose Leisure had kindly agreed to repair even though it had fallen outside their own three month warranty period. Are we being unreasonable in expecting any Approved Dealer to undertake the work? I have always assumed that warranty work work gets changed back to the manufacturer so I don't understand what Cranham's issue was?

You say you don't understand what Cranhams issue is but you touch on it in your post, quite simply they don't get paid the same for warranty work as what they can charge you for other work so guess which they prioritise

 

[Coastal Cruiser.]

Funny as I had this discussion with the dealer I bought my new van off of in Germany and he couldn’t believe that dealers won’t do warranty work, in Germany they do warranty work on any van regardless of where it was purchased.

 

[MichaelT]

We had exactly the same issue.. bought ours from a non burstner dealer with 120 miles on the clock. When we had a heating problem non of the burstner dealers would even entertain looking at the vehicle under warranty. They would do for they’re own hourly rate which I think from memory was around the £150/200 mark!!!!
I’m sure if I have a problem with my merc I can take it to any merc dealer for a warranty repair??
Make a warranty not worth the paper it written on!
In the end we contacted Truma themselves and they were fantastic

Seems a lot of Burstners sold with low mileage on the clock! Dealers do not pre register MH like car dealers do so I wonder why?

 

[andyelbac]

Ultimately, I would think this is down to the manufacturers and their agreements with dealers. They should be tying dealers down to accepting all warranty work on their products. I know that dealers would probably still find loopholes ("sorry, snowed under, it will be at least 3 months before we can look at it"), but at least it would be a start. Perversely, I'm almost looking forward to the time when the warranty expires so I know exactly whereI I am in respect of cost. As a newbie, it was a rookie mistake and if we ever buy a new MH again, we will almost certainly look to purchase from a manufacturer who has an approved dealer locally. It's just a pity that sometimes it seems like everyone, everywhere wants to scr*w you over!

 

[Lenny HB]

I thought German Vans had a Pan European warranty Hymers have. We have bought 3 Hymers in Belgium and had warranty work done on them by our local UK dealer.

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[eddie]

What is it with Approved Dealers not accepting warranty work if they did not sell the MH to you?
We have a 22 plate Burstner that we purchased from Choose Leisure near Canterbury last August. It only had 256 miles on it so preume it was a demonstrator? Choose Leisure are not a Burstner Approved Dealer. They purchased it from Moran Motorhomes in Ludlow. At the time of purchase I recall Choose Leisure advising that any recall work would need to be undertaken by the importing dealer. I mistakenly thought this was any Burstner Approved dealer. Fast forward 4 months later and I had an issue with a broken blind. As I live in North Kent my closest Burstner dealer is Cranhams at Romford (a 2 hour, 80 mile round trip). When I approached them to undertake the work they would only agree if I paid the difference between their hourly rate and Burstner's factory hourly rate (which they didn't know)! on the basis that they didn't sell the unit to me. I took this up with Burstner. Their initial response was 'take it to Morans where the work will be done under warranty'. So now we were facing an 8 hour, 420 mile round trip! For a faulty blind! Putting aside the impact on our time, we would have to take two days off to make the journey as Morans are not open on weekends. Eventually, after some nagging at Burstner, they arranged with Cranhan to provide 2 hours free labour to fix the fault, however by this time, Choose Leisure had kindly agreed to repair even though it had fallen outside their own three month warranty period. Are we being unreasonable in expecting any Approved Dealer to undertake the work? I have always assumed that warranty work work gets changed back to the manufacturer so I don't understand what Cranham's issue was?

In answer to your question, yes, your being unreasonable IMHO

You were told up front that any warranty work would have to be done by the importing dealer, and you said that after some nagging you got Burstner to agree something.

Why would business that has no connection with a sale want the hassle, when the chances are they won’t get paid, and if they do, it will be less than their normal hourly rates.

Moran Motorhomes are Burstners customer, they sold is nearly new Burstner to a ‘non Burstner dealer (wonder why they’d do that) you bought it from the non Burstner dealer who gave you three months warranty with them, but said any ‘Burstner warranty ’ you would have to take it back to Morans.

You decided to take it to Crahams as it was more convenient. Cranhams did agree to help you, if you paid the difference between what Burstner would pay them and their normal hourly rate.

Despite us all wishing that there is a Nationwide warranty scheme in place, there isn’t, and to be fair you knew that before you bought the Burstner as you were told

But it‘s sorted now so all‘s well that ends well

 

[andyelbac]

In answer to your question, yes, your being unreasonable IMHO

You were told up front that any warranty work would have to be done by the importing dealer, and you said that after some nagging you got Burstner to agree something.

Why would business that has no connection with a sale want the hassle, when the chances are they won’t get paid, and if they do, it will be less than their normal hourly rates.

Moran Motorhomes are Burstners customer, they sold is nearly new Burstner to a ‘non Burstuner dealer (wonder why they’d do that) you bought it from the non Burstner dealer who gave you three months warranty with them, but said any ‘Burstner warranty ’ you would have to take it back to Morans.

You decided to take it to Crahams as it was more convenient. Cranhams did agree to help you, if you paid the difference between what Burstner would pay them and their normal hourly rate.

Despite us all wishing that there is a Nationwide warranty scheme in place, there isn’t, and to be fair you knew that before you bought the Burstner as you were told

But it‘s sorted now so all‘s well that ends well

You have a point. And yet why do I still feel that the general issue is incredibly unsatisfactory for the customer?

 

[andyelbac]

I thought German Vans had a Pan European warranty Hymers have. We have bought 3 Hymers in Belgium and had warranty work done on them by our local UK dealer.

Hmmm, guess I need to look into that!

 

[funflair]

I thought German Vans had a Pan European warranty Hymers have. We have bought 3 Hymers in Belgium and had warranty work done on them by our local UK dealer.

I know you say that Lenny but I think there are a few Hymer owners who would dispute it, maybe you just have a good dealer

 

[Lenny HB]

I know you say that Lenny but I think there are a few Hymer owners who would dispute it, maybe you just have a good dealer

On the last van when I queried something with Hymer I got an email from them stating the two dealers responsible for warranty work were and gave me the address of the dealer I bought from and my local dealer.
Also I've called in on dealers in Germany without a problem.

My first import was a Hobby caravan I bought in Germany no problem getting UK agent to sort out warranty work.

I do know some dealers can be awkward perhaps I've been lucky.

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[eddie]

You have a point. And yet why do I still feel that the general issue is incredibly unsatisfactory for the customer?

Because your making comparisons between the car industry where well over two million new cars are sold each year, to the cottage industry that converts delivery vans to motorhomes, which racks up annual sales of about twelve thousand

Half the warranty is the chassis manufactures responsibility, half the converter with a grey line through the middle (Front side light Fiat back side light Swift for example)

Trying to get parts from the converter takes an age, again not like a car, and people who are frustrated because they have driven two hours to get to you, to be told that they can’t use their motorhome as the bit will take six weeks to get to fix it, tend to get frustrated and angry, and if their not your customer you tend to think to yourself ‘why am I doing this, it’s nothing to do with me”

As always, follow the money! You buy Swift from ABC Motorhomes, you are ABC Motorhomes customer, anything goes wrong, you sue ABC.

ABC are Swifts customer, your nothing to do with Swift legally. Your also have no connection with EFG Motorhomes or XYZ Motorhomes despite having a VW Golf you can take anywhere and get warranty assistance

Coke are one of the Worlds biggest companies, if I buy a bottle of Coke from Tesco and it’s flat I can take it back to Tesco, tell them and expect a replacement

I can’t take it back to Morrisons

 

[Spriddler]

Seems a lot of Burstners sold with low mileage on the clock! Dealers do not pre register MH like car dealers do so I wonder why?

Perhaps for demos they use trade plates?

 

[Adrian140974]

That is ridiculous, must be a specific issue with a foreign built van. Swift certainly don't have that problem and not had the issue with dealers. That's not to say I don't have issues with dealers sometimes because we all know the big rip off and arrogance of the industry....not to mention a high percentage of them have zero customer service skills

 

[MichaelT]

Y

Perhaps for demos they use trade plates?

Yes but when the base vehicle PDI is done the mileage is reset, and anyway they rarely take you out for a ride in it anyway.

 

[VXman]

Same experience with my Burstner. Had to do more than 200 mile round trips in 18 months. Which reminds me...I must name and shame and do that damning review of my dealer now most of the work has been done and warranty is now finished.

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[eddie]

Perhaps for demos they use trade plates?

I wonder what happens to all of the rejected motorhomes we read about?

 

[Lenny HB]

Y

Yes but when the base vehicle PDI is done the mileage is reset, and anyway they rarely take you out for a ride in it anyway.

Can only be reset up to a max of 50 miles on the clock.

 

[Just smiffy]

If I bought a motorhome from a dealer I would take any sort of warranty with a pinch of salt, and I certainly would not take it back to a dealer to do any work on it at all…

 

[SpeedyDux]

It is up to manufacturers to take responsibility and pay a realistic hourly rate for warranty work so the dealers stop refusing to carry it out.

 

[GMLS]

This commercial model is not unique and also applies to things like electric mountain bikes. Many of those don't even pass any form of warranty onto the 2nd owner

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[gus-lopez]

I won’t name the dealer as I am awaiting an email back that I sent them nearly 2 weeks ago, proving I am the new owner.

You're too patient. you should be sending them daily. I would expect a reply within 1 working day.

"sorry, snowed under, it will be at least 3 months before we can look at it"), but at least it would be a start.

then the agreements need to be written that if that is the case they have t open especially & do the work at weekends. If they already do open & are still snowed under then the agreement with the manufacturers to sell them must state nightwork must be done.

 

[eddie]

OK what most people with 'solutions' don't understand is that for a very long time it was a "buyers" market for the motorhome dealers, the converters (there are no motorhome manufacturers) would sell their motorhomes to 'Fanny's Aunt) so long as Fanny's Aunt had the money and customers

Start trying to put restricted terms and conditions on the potential new dealer, such as they have to use their facilities to sort out other dealers issues simply would are rejected

How do I know this? Many years in the business and the fact that this has been discussed forever and its still the same

 

[Brains]

I thought German Vans had a Pan European warranty Hymers have. We have bought 3 Hymers in Belgium and had warranty work done on them by our local UK dealer.

I'm a Hymer owner and that is news to me.

We bought our ex demonstrator from Lowdhams up near Nottingham.
We got it from them as due to its age and 'high' milage
(14 months and 5,500m on the clock, it had been to every trade show in the country)

As it was substantially cheaper than a brand new vehicle (and also available 9 months earlier)
It had also been 'de-bugged' as every loose screw and squeaking door had been fixed.

They told us right from the start that it came with no warranties, not Hymer or Mercedes.
Not even a habitation damp check.

Given that Lowdhams are 150 mile/3 hr each way drive for us we have no reason to go back that way

We have now found a very good local'ish garage that only do motorhomes.
They will do the scheduled Mercedes services and also fix all the Hymer related issues.

 

[ramsthom]

OK what most people with 'solutions' don't understand is that for a very long time it was a "buyers" market for the motorhome dealers, the converters (there are no motorhome manufacturers) would sell their motorhomes to 'Fanny's Aunt) so long as Fanny's Aunt had the money and customers

Start trying to put restricted terms and conditions on the potential new dealer, such as they have to use their facilities to sort out other dealers issues simply would are rejected

How do I know this? Many years in the business and the fact that this has been discussed forever and its still the same

Eddie, is the reason why some motorhome dealers are l like this they are not franchise dealers like the car suppliers.

 

[Simon Select]

Eddie, is the reason why some motorhome dealers are l like this they are not franchise dealers like the car suppliers.

I have 8 franchises and they are all franchised with proper terms and agreements. Not one manufacturer will enforce the warranty side and looking after other peoples warranty work. They are worried the dealers won't take the brand on.

I do other peoples warranty btw........