Alan Kerr Motorhomes ?

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Simon-Alan Kerr said:
I am also as a director on a Friday night on the eve of my birthday out with dinner with my friends and family sat on here trying to help! Whilst getting death glares from my other half!!
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Go back to your evening……life’s too short. (y)
 
I am also as a director on a Friday night on the eve of my birthday out with dinner with my friends and family sat on here trying to help! Whilst getting death glares from my other half!

Happy Birthday👍

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Simon-Alan Kerr said:
I am also as a director on a Friday night on the eve of my birthday out with dinner with my friends and family sat on here trying to help! Whilst getting death glares from my other half!!
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I am unsure if we met when buying my van but it’s a Friday night, no reasonable person would expect commentary etc out of “office” hours.
As others here comment, you can’t please everyone, all the time, I’m a satisfied punter, others may be less so, defending your companies reputation, whilst important, isn’t worth upsetting those close to you, please put the phone away, enjoy your pre birthday meal & hopefully tomorrow if you are not in the office/sales office.
You have opening hours for business, staff to do the tlc stuff.
 
VXman said:
This is the key. It's where dealers win or lose.
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That I agree with, however there are times when situations can be totally out of control! Perfect example the other day a gypsy has bought a £150,000 Knaus. He wants an awning and it’s delayed for 3 months. We said it will be June and we will call him as soon as it arrives. He has rang 3 times a day screaming at the girls who earn £14 an hour demanding why it isn’t there and why we haven’t been on the phone daily. The girls correctly said as soon as it arrives we will ring! Yes a weekly phone call is good to say “hello we have no news but your not forgotten” to be honest when we have several thousand customers through parts, after sales, sales, warranty etc etc there are only so many phone calls you can make in a day.
I am now not enjoying my evening but trying to protect my hard earned good name! I wish the other 997 out of the 1000 vans I sold this year would jump to my defence to say the experience was good! Unfortunately that does not happen, the shouters always voice it.
The perfect 2 examples… one customer apparently bought a van 7 years ago and is vocal on this thread. 7 years ago…. A lot changes in 7 years!
On the Rollerteam owners group, one guy would not recommend us because he bought a van…….. 15 years ago and had a problem at the handover. How am I meant to correct or sort those???
 
As the OP was seeking some feedback from people who have dealt with the company, I hope they are advised to pop in. If they find a van that the want and the deal is right to go for it. The new owners will have the Consumer right Act to back them up. They should get the van inspected by an independent person and if issues identified arrange for rectification. Then use the van frequently in the initial guarantee period and any issues go back if needed. If any faults are the responsible to the dealer to fix start posting on social media if the matter is not resolved as required is always a good start.
So if any dealer wants to build a good reputation or keep one they have the follow up is always important.
There will always be a 'Two sides' of a story that makes interesting reading as can already be seen in this thread but on forums like this one a true reflexion is normally found
 
Simon-Alan Kerr said:
That I agree with, however there are times when situations can be totally out of control! Perfect example the other day a gypsy has bought a £150,000 Knaus. He wants an awning and it’s delayed for 3 months. We said it will be June and we will call him as soon as it arrives. He has rang 3 times a day screaming at the girls who earn £14 an hour demanding why it isn’t there and why we haven’t been on the phone daily. The girls correctly said as soon as it arrives we will ring! Yes a weekly phone call is good to say “hello we have no news but your not forgotten” to be honest when we have several thousand customers through parts, after sales, sales, warranty etc etc there are only so many phone calls you can make in a day.
I am now not enjoying my evening but trying to protect my hard earned good name! I wish the other 997 out of the 1000 vans I sold this year would jump to my defence to say the experience was good! Unfortunately that does not happen, the shouters always voice it.
The perfect 2 examples… one customer apparently bought a van 7 years ago and is vocal on this thread. 7 years ago…. A lot changes in 7 years!
On the Rollerteam owners group, one guy would not recommend us because he bought a van…….. 15 years ago and had a problem at the handover. How am I meant to correct or sort those???
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Go back and have another beer….I would. (y)
 
Simon-Alan Kerr said:
Sue, you bought a 2014 van that you ripped to bits. It was a nice van bought from a fellow funster. You asked for 8 pages of preparation to be done to the van. You stayed on our forecourt and came up with a different list every day! We have spent £8900.44 prepping this vehicle! In reality it was a deal I wish we never did but we tried our best to keep you happy.
Your Frankia is still here, I am happy to clean it and return and have my Hymer back.
You stayed for 5 weeks, we tried to make you feel welcome including getting you in for our party for Bailey's 21st Birthday where you had wine and cake. We stayed multiple evenings to make sure you were ok.
I still remember the morning when I said hello and how are you and you replied with "I could slit your throat" which was charming.
I loved dealing with Mia, she was a very sweet dog! In terms of no contact, my after sales manager Dan who looks after any issues the sale has spent countless hours in communication with you.
During your stay myself and Dan spent countless hours in your van with you going through various additions to what you wanted doing.
I don't want to sling mud so I am not going to comment anymore on the forum please email me with any further issues.
The Hymer is a lovely van, I would sell it again tomorrow. I also wanted to actually put our side in defence on this.

Thanks

Simon
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Simon

I think that it’s regrettable that you’ve chosen to argue with a previous customer in public,

You may feel that you have won an argument and made a point, but in doing so your reputation may have been tarnished.

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jessthedog said:
I wouldnt be surprised if Carnival who have owned P&O cruises for nearly 20 years, didnt change their name very soon👍
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P&O is one of about 10 brands that they own (approx 102 ships) , but they will look at the optics of what there P&O brand customer base thinks and then make a decision. They are a great company to do business with - tough but totally fair and nice to people with it. Business and “after business” both good. Unlike many companies I had to deal with.
 
martindevon said:
I am unsure if we met when buying my van but it’s a Friday night, no reasonable person would expect commentary etc out of “office” hours.
As others here comment, you can’t please everyone, all the time, I’m a satisfied punter, others may be less so, defending your companies reputation, whilst important, isn’t worth upsetting those close to you, please put the phone away, enjoy your pre birthday meal & hopefully tomorrow if you are not in the office/sales office.
You have opening hours for business, staff to do the tlc stuff.
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The difference with this, is that my company and my reputation is part of my life and I am fiercely proud and empowered and yes I do take my reputation seriously. There are so many posts on this forum where I will offer to help with other bad experiences and I not change that, even at the detriment of my social life!
When I became a member of fun it was because I wanted to offer a dealers perspective and also made myself open to help of offer advice!
My dealership isn’t perfect we have turned around and still have a long way to go. However the second I stop responding or don’t get involved I become like every other dealer which I don’t do!
 
Robert Clark said:
Simon

I think that it’s regrettable that you’ve chosen to argue with a previous customer in public,

You may feel that you have won an argument and made a point, but in doing so your reputation may have been tarnished.
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How else can I respond?
 
Robert Clark said:
You could try responding in a more customer focused way

Enjoy your dinner
But try to remember who’s paying for it
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The fact it’s 20.22 on a Friday night and I am publicly responding, I am not sure how much more I can do?? 🤷
I have offered a full refund, I will give her van back.
I will swallow the £8900 on prep at her request.
How much more customer oriented would you like me to be?

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Simon-Alan Kerr said:
The fact it’s 20.22 on a Friday night and I am publicly responding, I am not sure how much more I can do?? 🤷
I have offered a full refund, I will give her van back.
I will swallow the £8900 on prep at her request.
How much more customer oriented would you like me to be?
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That’s exactly what I’m talking about
It’s all about YOU

How much money YOU spent

His many hours YOU invested

It’s YOUR night out

You need to re focus and consider your customer
 
Robert Clark said:
That’s exactly what I’m talking about
It’s all about YOU

How much money YOU spent

His many hours YOU invested

It’s YOUR night out

You need to re focus and consider your customer
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Blimey again…….I’m off to watch the tele. :eek:
 
Robert Clark said:
That’s exactly what I’m talking about
It’s all about YOU

How much money YOU spent

His many hours YOU invested

It’s YOUR night out

You need to re focus and consider your customer
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That’s not how it read to me but what ever.

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Come on folks...........Give the guy a break. Is there a need to make it personal? No! Simon.......shut down your phone and ignore. The rest of us.....Come on.........Lets move along and let it be. It is getting out of hand don't you think?

Kev
 
Robert Clark said:
That’s exactly what I’m talking about
It’s all about YOU

How much money YOU spent

His many hours YOU invested

It’s YOUR night out

You need to re focus and consider your customer
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If the customer wasn't happy having spent 5 weeks on the forecourt there is no hope of ever being satisfied..
Robert Clark said:
It’s how potential customers will probably read it
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No they'd have slung the customer off the front after 2 weeks.
 
MisterB said:
Simon cant be held responsible for things that happened before he started working there - and the fact that he has just offered to take back the motorhome he sold AND return the part ex doesnt sound like someone trying to rip anyone off.
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We are talking September 2021 so 6 months ago when purchased.
 
gus-lopez said:
If the customer wasn't happy having spent 5 weeks on the forecourt there is no hope of ever being satisfied..

No they'd have slung the customer off the front after 2 weeks.
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I’m guessing that you’re not in a successful customer facing business

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Simon-Alan Kerr said:
The fact it’s 20.22 on a Friday night and I am publicly responding, I am not sure how much more I can do?? 🤷
I have offered a full refund, I will give her van back.
I will swallow the £8900 on prep at her request.
How much more customer oriented would you like me to be?
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I think you need to take the rest of the night off from this thread and enjoy a bit of family time. It will soon fizzle out.
 
Robert Clark said:
Simon

I think that it’s regrettable that you’ve chosen to argue with a previous customer in public,

You may feel that you have won an argument and made a point, but in doing so your reputation may have been tarnished.
Click to expand...
I’d say it’s good to hear both sides of the story but it’s outwith working hours so why don’t we let Simon enjoy his birthday and weekend in peace.
 
Thank you all as so many have jumped to my defense! In truth I am not worried about Sues comments at the moment as I am currently more worried about our donations getting to the Ukrainians which is actually important!
Once again this is an amazing platform for adults to discuss, love, joke, argue, spar etc!
 
Well others may have had good or bad experiences, I’ve bought two motorhomes of Simon, the Sonic at Howard’s, great deal great experience and unexpectedly got me into an A class, and the carthago from Kerrs. I had nothing but a good experience from both, admittedly on the day of pick up on the Carthago we had a few hours delays that realistically could have been avoided by an hour (nothing worth bothering about in the great scheme of things) the other stuff that delayed me was for my benefit! He wouldn’t let me leave until the door was fitted perfectly and the satellite dish was spot on and after update and inspections we eventually got away. I honestly feel that I wouldn’t be in an A class Carthago without all the hard work Simon put in to get me the deal I could afford. I KNOW what he had the Carthago in at, and with the deal he gave me, he would have been lucky to have made a £1000 out of it, so from Val and myself, thanks👍
 
WESTY66 said:
Well others may have had good or bad experiences, I’ve bought two motorhomes of Simon, the Sonic at Howard’s, great deal great experience and unexpectedly got me into an A class, and the carthago from Kerrs. I had nothing but a good experience from both, admittedly on the day of pick up on the Carthago we had a few hours delays that realistically could have been avoided by an hour (nothing worth bothering about in the great scheme of things) the other stuff that delayed me was for my benefit! He wouldn’t let me leave until the door was fitted perfectly and the satellite dish was spot on and after update and inspections we eventually got away. I honestly feel that I wouldn’t be in an A class Carthago without all the hard work Simon put in to get me the deal I could afford. I KNOW what he had the Carthago in at, and with the deal he gave me, he would have been lucky to have made a £1000 out of it, so from Val and myself, thanks👍
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WESTY66 you and Val are like my best and favourite customers ever apart from the others!! 😂😘
I am missing the German booze though!!!

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