Alan Kerr Motorhomes ?

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Tombola said:
for every one customer that comments good, 10 will comment bad.
no business is perfect, take each one as it comes and move on
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It's interesting. I am very unhappy with my dealer. I am not saying anything at the mo as things are still being sorted and I don't want to alienate myself. However, I have only seen one other negative comment about them and no details with that. I find it hard to believe I am the only one and would have appriciated more feedback on that dealer before I had gone there. Might have saved me a lot of pain over the last year.
 
VXman said:
It's interesting. I am very unhappy with my dealer. I am not saying anything at the mo as things are still being sorted and I don't want to alienate myself. However, I have only seen one other negative comment about them and no details with that. I find it hard to believe I am the only one and would have appriciated more feedback on that dealer before I had gone there. Might have saved me a lot of pain over the last year.
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yeah this is the problem, every company no matter how good will make mistakes. Also rememeber some companies have rogue staff who the bosses havent quite yet caught up with.

how they rectify and act to fix them defines the good from the bad. Also how they prove the complaint was maybe invalid if it was.
Our attitude is if we make a maistake we fix it

in our company.....
If the customer makes a a mistake and thinks its us, if they are nice we fix it and we reach an agreement after we have pointed out its the customers error

If the customer makes a a mistake and thinks its us, if they are really not nice when we attempt to fix it and reach an agreement....and if we cant, we eventually tell em to ***off and go and review us on anywhere they like, and we will dissprove any of their lies. We have 4.6 out of 5 on trustpilot, & google so something is working, and I have no problems telling idiots to ***off

there are as many bad customers as there are bad companies.
Remember the ones who go to restaurants taking their own flys/hairs and what have you..... and threaten the owner with a bad review unless they get a free meal :rofl: tossers.

Always try and learn from honest reviews and fix each one so it likely doesnt happen again, eventually you will erradicate most problems.
 
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We are thinking of changing our van later in the year,, you have a van that would suit. I was considering buying from you if you still have the van or similar, and after reading this post I still would.

As has been said you can't please everyone.

Happy birthday.

Roger
 
This has been an interesting thread to read and watch develop.

From my own perspective, a few things I would like to contribute

1. I recently drove 210 miles (420 round trip) to look at a van from 2014 after a brief exchange with the dealer. On viewing there were a couple of things I wanted sorting. The other issues I put down to acceptable for the age of the van. I wouldn’t expect it to be perfect. It’s 8 years old so some wear and tare is to be expected. Anyway the dealer wouldn’t budge on the two things I wanted sorting. This resulted in me walking away from the deal. No malice, no issue. A little disappointed though but both sides have to be happy.

2. I have my own business, and has been pointed out earlier, there are some damn rude and nasty people out there who think they can act as such. I tell such people to go and find another consultancy who is prepared to put up with them. Respect works both ways. My consultancy is more successful than I had hoped for when starting out and 99% of work is either repeat clients or recommendation. We do not advertise. Or and clients have to agree to our payment terms. None of this shit about them dictating when they will pay us. Really

3. The other thing I learned over the decades of working in industry is that we all make mistakes. The measure of a good supplier is how they deal with things when mistakes are made. That is often worth more than the actual cost of the goods. Overall quality of service is king. Well except to the bean counters that is. But then they don’t have to manage the operational side of business usually.

So from this, all I would say is, it’s a pity that Simon is over 400 miles away. As that is just too far.

Good luck with this Simon. Hope you manage to enjoy your birthday somehow and I think overall this thread will have improved your standing.

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Robert Clark said:
I’m guessing that you’re not in a successful customer facing business
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Fortunately I haven't dealt with'customers' since packing in work 20 years ago. Nightmare to deal with mostly and I include myself in that..
Robert Clark said:
What an amazing first post on the forum
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But joined a while back and a paying member.
Tombola said:
there are as many bad customers as there are bad companies.
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I'd say there are far more bad customers.
 
gus-lopez said:
Fortunately I haven't dealt with'customers' since packing in work 20 years ago. Nightmare to deal with mostly and I include myself in that..

But joined a while back and a paying member.

I'd say there are far more bad customers.
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Well that's a truism! There are many many more customers than companies.:giggle:
 
MisterB said:
And yet the dealer is still prepared to refund and return the van they took as part exchange six months ago, can anyone name any other dealer that would say "after six months, if you're still not happy, come back, we will give you your money back and you can take your old van back", isn't that the best attempt to satisfy a customer that you've heard of in the motor industry? If the unsatisfied customer doesn't take the offer, then surely they must be satisfied with what they have, which is what we all want when we make a purchase, a product we are happy with and dint want to take it back and get our money back (whether that be cash or exchanged goods)

Simon, I hope that doesn't become your business model, as it's overly generous in my opinion!!

I also think it says something about the van that was taken in part ex, 6 months later and it's still sitting there unsold? Perhaps it wasn't such a good van, perhaps that's why the offer of it's return in order to keep the customer happy doesn't seem to have been accepted? Perhaps it's being offered for sale at a too high a price, perhaps there are more things wrong with it than just a light bulb?

I used to respect Simon, based on my personal dealings. I respect him even more now after reading this thread (and commenting a few times) and wouldn't hesitate to recommend him if asked, which was what the O
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gus-lopez said:
Fortunately I haven't dealt with'customers' since packing in work 20 years ago. Nightmare to deal with mostly and I include myself in that..
.
But joined a while back and a paying member.

I'd say there are far more bad customers.
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I ran an aftersales and warranty dept for luxury motorboats for over 20 yrs.
Pre delivery inspectons not unusual to pick up 50 plus faults record was 151. Alot very trivial and customer probably pick up on up to:
Your 55ft 24 ton boat has to go back to builders for 12 weeks due to a build process missed.
We tried very hard to sort all faults before handover and also combine preventative maintence.
and we still had some real moaners.
 
pelican said:
I ran an aftersales and warranty dept for luxury motorboats for over 20 yrs.
Pre delivery inspectons not unusual to pick up 50 plus faults record was 151. Alot very trivial and customer probably pick up on up to:
Your 55ft 24 ton boat has to go back to builders for 12 weeks due to a build process missed.
We tried very hard to sort all faults before handover and also combine preventative maintence.
and we still had some real moaners.
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What amazes me is people paying over a hundred grand for something that's basically only worth £20,000 at the outside and then waiting for up to a year for it to be delivered and then spending the next couple of years moaning about it.
It's a motor vehicle, they go wrong, get used to it.

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Alan Ker........ never heard of you, have bought a Rapido that I am not totally happy with, but some of that is my problem......... would like to ( after reading the comments) like to come and see you for an updated van when we are ready and would hope that we can come to some agreement!!!!
 
Two of usI said:
Alan Ker........ never heard of you, have bought a Rapido that I am not totally happy with, but some of that is my problem......... would like to ( after reading the comments) like to come and see you for an updated van when we are ready and would hope that we can come to some agreement!!!!
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Good lad ,that's proved the folks who said it was bad business are talking out of their ars...
 
Simon-Alan Kerr said:
I know Sue likes to write things down. Get her to email me with the problems or things she isnt happy about and I will have one final go to try and make her happy.

Simon
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I think from reading the post around the poor incident with a van that caught fire three days after purchase, the van at issue now belongs to a new owner

I'm literally crying, so sad to see this
 
I have tried to avoid this thread but I have to ask what took 5 weeks to repair in the first place and why did it take 2 week to fix a radio ? Simon I also have to ask why you did not manage to get the window fixed / ordered knowing in advance that the van was being returned for that job to be done. I have never bought from a dealer and don't have much to do with them but the time scales involved does not make much sense to me. After all Paul haganap managed to find one in two day's and I doubt that he took much more than a few days to fix the lot which you had for 7 weeks in total. No doubt Simon that you try to defend your company but I think you have let yourself down or should I say your staff have let your company down due to the time scale involved. Only my opinion from the observation from reading this thread.
 
chaser said:
Good lad ,that's proved the folks who said it was bad business are talking out of their ars...
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Chaser....... I honestly don't know, but, when and if I update mine I need someone who like Kerr is prepared to put his name on the line......... however, if I get stitched ( according to most I won't) then look out!!!! these M/ homes are so complex now and the majority of us are Coffin Dodgers ( youngsters give us some slack ) and are really not up to speed on modern 'catch-outs'........ on here this chap sounds honest !!!!!! Although its a trek I' ll give the lad a chance as to be honest, I don't know better.......... I just want to be able to get in turn the key, clear off and come back when we are ready !!!!

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Simon-Alan Kerr said:
If Sue emailed me I am happy to still sort it. Mistakes may have been made, there were over 40 pages of noted that she wanted to be fixed/ replaced or repaired. There also comes a point where I have to say no and enough is enough with prep of a used vehicle.

I had no intention of falling out with Sue. Yes she asked to speak to me, however we employ an after sales manager who is perfectly capable of looking after.

I offered to buy the van when she asked if we could put an offer on it. I have offered to refund her in full and let her have her Frankia back.

I am happy to post the entire list of items that were requested, Sue literally wanted a brand new van. Multiple people were involved in looking after her. The Managing Director even have Sue her personal mobile number and a courtesy car and would come in at weekends to let her out of the gates etc.

You have said about the Mattress, her new Hymer mattress is in in the van. I have also applied £3500 of "Good will" to the prep of the van and not passed it onto Sue. In hindsight with this thread, I wish I didn't apply any good will as I would normally use it smooth things over or to help if we have a mistake which happens to stop posts like this.

In terms of you not being offered a coffee, that I can only apologise for. If you have been here you will see how incredibly busy everyone is. Did you ask Ann the receptionist if you wanted a coffee? You could have asked me and I would have made you one! I even would have got the biscuits out!

I know Sue likes to write things down. Get her to email me with the problems or things she isnt happy about and I will have one final go to try and make her happy.

Simon
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If a list of faults totalling more than 40 pages was handed to me, the customer would immediately be offered the opportunity to back out of the deal or take a reality check on what they were buying. Spending nearly £9k trying to keep an impossible customer happy would be completely out of the question. It is an argument that can never be won and like sometimes it is wise to give some dealers a wide swerve, some customers need to be treated the same way

Sorry Simon but your good name is tarnished by agreeing to try and fix the unfixable. You can't realistically take an 8 year old van and make it better than new just to keep one rude customer happy, it is a fools game. Businesses are there to make a profit to pay the wages etc. If people start seeing you go way beyond reasonable customer service it will only attract even more unreasonable customers and ruin the business.

You made an outstanding offer to put the customer back in her old van despite the cost, but something tells me that will NEVER be enough. You will remember this one bad deal for a very long time and be hesitant to ever do as much work on an old van again.
 
WRT the main ‘issue’ in this thread, none of us are in a position to directly comment or judge as we aren’t involved (bar Simon, Sue and Haganap)

In years of assisting companies deliver better outcomes to their clients, my observation is this is a communication issue. My advice would be that due to logistics, all three parties should set up a video conference call ASAP and find a pragmatic, equitable and deliverable solution.
 
chaser said:
What amazes me is people paying over a hundred grand for something that's basically only worth £20,000 at the outside and then waiting for up to a year for it to be delivered and then spending the next couple of years moaning about it.
It's a motor vehicle, they go wrong, get used to it.
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I think you are a bit out of touch Charlie you can't even by a basic Ducato for £20k.
 
I'm sitting on the fence on this one, I've never been a fan of UK dealers but Simon always comes across as one of the best. Looks like a few things got missed but 40 items to be sorted on a 6 year old makes me think the dealer was getting fed up but no excuse for the window not being fixed a well known fault with the double glazed windows. Simon did go over the top saying he would take the van back not many dealers would do that.
Paul haganap only met him once but I don't think he would have posted on this thread unless he was sure of his facts but couldn't have been that bad as he has now bought the van.
 
Anyway it could be worse they might have had to deal with a German dealer😁😁

They have got to be the most arrogant race going when it comes to admitting they have problems with their vans!!
 
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