A 'Smashing' afternoon in Germany (1 Viewer)

[Coastal Cruiser.]

A perfect example of German efficiency and customer service at its best. Why can’t all companies be like this.

While I found the service department brilliant when they had mine in for 3 days warranty work they also organised a free hire car unfortunately anyone above that I found to be absolute A holes and would hope I never had to deal with them again!!!

 

[jongood]

…..one hour later, and we are all done!

New window and frame fitted with a smile and an apology for the inconvenience, all covered under warranty, and sent on my way with best wishes.

A perfect example of German efficiency and customer service at its best. Why can’t all companies be like this.

Morelo have one very, very happy customer this morning.

Its a different experience isnt it. Our experience with N&B at Polch was similar, a total contrast to the service we received from a well known UK accessories dealer a few weeks before ( not one on here asfaik)

 

[nicholsong]

Its a different experience isnt it. Our experience with N&B at Polch was similar, a total contrast to the service we received from a well known UK accessories dealer a few weeks before ( not one on here asfaik)

We also have had good experience at N&B Polch, like what is reported at Morelo. It helps that we are based on the Continent so it s easy to go to the factories, whichever manufacturer, instead of an incompetent dealer. Factories should know how they constructed them.

 

[funflair]

We also have had good experience at N&B Polch, like what is reported at Morelo. It helps that we are based on the Continent so it s easy to go to the factories, whichever manufacturer, instead of an incompetent dealer. Factories should know how they constructed them.

I think there are a few dealers that are not entirely incompetent Geoff and of course they are usually a lot closer to the customer than the factory service centres are but yes the factory service centres are invaluable especially on some big jobs that require an in depth knowledge of the build process.

 

[Kevin R]

We made it to Baden-baden on day three of our summer 2024 european trip and all was going well. The weather was so good we took a day off driving to enjoy the 29 degree heat and the wonderful sunshine.

I just got the barbecue fired up, and as usual burned my neck a bit in the sun, before a huge crash from the rear of the van had me almost jumping out of my skin.

On further investigation the whole of the bedroom window - that had been open to allow air to flow though the van - had just dropped off the stays and smashed in to a million pieces!

View attachment 915158 View attachment 915157

It was not windy and my only explanation is that the stays just failed and let the glass slip out of the frame.

A quick call to Premium received the usual prompt attention, and all going well I will be making a visit to the factory in Schlusselfeld tomorrow hoping they can fit me in for an emergency repair.

View attachment 915183

I hope my temporary repair holds out for the nearly 200 mile diversion!

Why do the Brits have an aversion to sunblock?

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[stewartwebr]

Not been a good week for Morelo or their reputation to be honest. Another member on the Morelo Owners Forums’ front wing fell off on the motorway.

 

[Coastal Cruiser.]

Not been a good week for Morelo or their reputation to be honest. Another member on the Morelo Owners Forums’ front wing fell off on the motorway. View attachment 919409

Someone sent me some pictures of this earlier on,,not a good advert!!

 

[funflair]

Not been a good week for Morelo or their reputation to be honest. Another member on the Morelo Owners Forums’ front wing fell off on the motorway. View attachment 919409

Yes indeed, I know of at least one N+B Flair happened the same, it’s the “big head” fixings that are just stuck on and not glassed over, still surprising that came off without any provocation it would seem.

 

[Paul F]

Oh dear, now thats not good at all. Not sure I could patch that up as effectively with duck tape and plastic bags!

 

[stewartwebr]

The wheel arch on my Swift Kontiki did the same back in 2009 they had a big issue with them. I was in France and stuck it back on with no nails. I still have pictures somewhere of the extendable brush handle wedged between a tree and the arch to hold in place until the no nails dried
Be interesting to find out what happened with the Morelo. Is it a design or construction issue like Swift or was it struck by something on the motorway.

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[funflair]

The wheel arch on my Swift Kontiki did the same back in 2009 they had a big issue with them. I was in France and stuck it back on with no nails. I still have pictures somewhere of the extendable brush handle wedged between a tree and the arch to hold in place until the no nails dried
Be interesting to find out what happened with the Morelo. Is it a design or construction issue like Swift or was it struck by something on the motorway.

I think you are on the German Liner Forum as well Stewart, I have not seen any other reports of this affecting Morelo so possibly a bit a really bad luck, the owner didn’t think anything had happened to provoke it.

 

[stewartwebr]

I think you are on the German Liner Forum as well Stewart, I have not seen any other reports of this affecting Morelo so possibly a bit a really bad luck, the owner didn’t think anything had happened to provoke it.

Yes, have not seen any reports of it happening to any other Morelo. It shall be difficult to work out exactly what happened. The cross members at the bottom are bolted on, but guess once it started to go at speed it would have soon ripped it off. The owner has not had much luck this week, poor guy

 

[TheAleMan]

While I found the service department brilliant when they had mine in for 3 days warranty work they also organised a free hire car unfortunately anyone above that I found to be absolute A holes and would hope I never had to deal with them again!!!

Well you know only too well that I ditto that Mark.

 

[Paul F]

So at post #28 I was a very happy Morelo customer, but sadly this morning less so.

The bedroom window falling out was just starting to fade to a memory categorized as ‘bad luck’, but unbelievably, the lounge window has now done the same. We are on grass at the moment so luckily the double glazed unit did not break. The glass is glued in to an aluminium channel at the top of the unit which then hooks in to the frame and acts as the hinge. The glue in this joint seems to have failed, which I suspect was also the problem last time. It was 36º yesterday and similarly warm when the bedroom window fell out - so maybe the heat is softening the glue.

I have managed to get the window back in the opening, but it cannot be opened or it just falls out again, and one of the stays is broken anyway. In my haste to get the window back in before the impending storm last night the unit slipped and scratched the side of the van, so not at all happy today.

Hopefully back to the factory this week whilst en-route home, but we will have to see who ends up paying to fix the scratches.

 

[WESTY66]

Blimey, I think Morelo need to sort this out for you by fixing the window properly, doing the scratch and re doing all the other windows to prevent this happening again, that said I’d be pretty surprised if Morelo didn’t step up to the plate for you!
Good luck in getting it all sorted

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[JockandRita]

We are on grass at the moment so luckily the double glazed unit did not break, but it did catch the bodywork on the way down, and has left scratches on the paintwork unfortunately.

Sorted.

Good luck at the factory again.

Jock.

 

[Ditcha]

So at post #28 I was a very happy Morelo customer, but sadly this morning less so.

The bedroom window falling out was just starting to fade to a memory categorized as ‘bad luck’, but unbelievably, the lounge window has now done the same. We are on grass at the moment so luckily the double glazed unit did not break. The glass is glued in to an aluminium channel at the top of the unit which then hooks in to the frame and acts as the hinge. The glue in this joint seems to have failed, which I suspect was also the problem last time. It was 36º yesterday and similarly warm when the bedroom window fell out - so maybe the heat is softening the glue.

I have managed to get the window back in the opening, but it cannot be opened or it just falls out again, and one of the stays is broken anyway. In my haste to get the window back in before the impending storm last night the unit slipped and scratched the side of the van, so not at all happy today.

Hopefully back to the factory this week whilst en-route home, but we will have to see who ends up paying to fix the scratches.

View attachment 922442View attachment 922443View attachment 922444View attachment 922445View attachment 922446

You'll need a season ticket for the factory at this rate

 

[Howard B]

Think I'd be asking them to take the other windows out and reglue them.

 

[funflair]

Oh dear it's not good enough really, I am sure the factory will sort it but that shouldn't be the end of the issue for them as it seems that they need a good look at their suppliers quality control, in this case I believe it's Dometic Seitz who have been making these glass windows for a good few years and I have not heard of any others dropping out so they need to find out what has changed and if it's a batch thing they should do a recall and replace all windows that could be affected.

 

[Paul F]

Oh dear it's not good enough really, I am sure the factory will sort it but that shouldn't be the end of the issue for them as it seems that they need a good look at their suppliers quality control, in this case I believe it's Dometic Seitz who have been making these glass windows for a good few years and I have not heard of any others dropping out so they need to find out what has changed and if it's a batch thing they should do a recall and replace all windows that could be affected.

Not sure the glass is Dometic Martin. The branding says MEKUWA who appear to be an independent. Dont forget I have Empire style glass so maybe the units are different. The frame could be Dometic Seitz I guess, but then who would be responsible for applying the glue....Morelo I would say!

Note: A quick look at Mekuwa's website suggests they make the whole thing by the looks of it.

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[Captain Yoghurtpot]

Why do the Brits have an aversion to sunblock?

On a window???
Must make it a bit 'smeary'.

 

[funflair]

Not sure the glass is Dometic Martin. The branding says MEKUWA who appear to be an independent. Dont forget I have Empire style glass so maybe the units are different. The frame could be Dometic Seitz I guess, but then who would be responsible for applying the glue....Morelo I would say!

Ah OK apologies to Dometic yes I knew you had the Empire style full glass panelling, MEKUWA made all the front double glazed windows for a while and we know about them steaming up, although the later ones that are somebody else are no better, I think they will make the full unit then frame and all as they show them on their web site.

 

[Northernraider]

…..one hour later, and we are all done!

New window and frame fitted with a smile and an apology for the inconvenience, all covered under warranty, and sent on my way with best wishes.

A perfect example of German efficiency and customer service at its best. Why can’t all companies be like this.

Morelo have one very, very happy customer this morning.

Did they cover the cost of fuel and the plastic bags to repair .

 

[Paul F]

Did they cover the cost of fuel and the plastic bags to repair .

Afraid not, but I eat as much cake and drank as much coffee as I possibly could, and milked the electric on the stellplatz to try and compensate for those factors!

 

[Coastal Cruiser.]

I eat as much cake and drank as much coffee as I possibly could,

They must spend a fortune on cake and coffee with the amount of vans that come back in

Have raided their place for my share of drinks and biscuits

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[WESTY66]

Have raided their place for my share of drinks and biscuits

Hello…… have you now?

 

[Northernraider]

They must spend a fortune on cake and coffee with the amount of vans that come back in

Have raided their place for my share of drinks and biscuits

Cake you say?

Tell me do they have cake coffee and biscuits for people looking around the showroom ?


I'm in Germany just now ...I can do a detour lol

 

[Coastal Cruiser.]

Hello…… have you now?

All gone now,,,,soz

 

[Coastal Cruiser.]

Tell me do they have cake coffee and biscuits for people looking around the showroom ?

Yes just walk around like you are interested in a new van then sneak into the waiting area and help yourself,,my 2 Jacks got their share of free biscuits alsoalthough I suppose thinking now I could have kept theirs for WESTY66

 

[Paul F]

Cake you say?

Tell me do they have cake coffee and biscuits for people looking around the showroom ?


I'm in Germany just now ...I can do a detour lol

No cake this week….its all reserved with my name on it!

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