Carthago Warranty, I have been left a bit miffed to say the least!

[BobtheBass]

If anyone had a water ingress warranty claim declined because a 3 month check hadn't been carried out I doubt Carthago would have a leg to stand on in court. Similar to Hymers requirement that the dealer sprays a tin of black/liquid gold sealant under the van every year to maintain their warranty. Just more ways of inventing "work" to charge yet more money for.

 

[TinaLes]

It was our dealer that told us about the 3 month ingress check at handover. We took it back down to Somerset 124 miles each way, to have it done and get the sticker. It was a no brainer decision for me as I did not want to give the manufacturer any excuse for a get out clause should a claim be made in the future, so I keep the service book stamped up at every service appointment.
I would strongly advise all new owners to get it done, as clearly dealer opinions seem to vary so much, yet they all seem to know about it!

But this thread is all about how my dealer has to get a simple warranty repair "authorised by Carthago" and the 6 week wait for that to happen, Before the replacement parts could be placed on order taking up to maybe another 6 weeks to get the repairs carried out.
Hence why I am a bit miffed.
Les

 

[pandas]

Another vote for Reliance

 

[Zepp]

When our cable ties broke for the satellite system and the solar panels all the cables were sitting on top of our oven and melted .
Carthago authorised the warranty work within 3 hours .
They were factory fitted

 

[hilldweller]

Who should I be more disappointed with The Dealer, or Carthago?

Les

I thought in UK law this was nothing to do with Carthago - the contract is between you and the dealer.

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[Pausim]

I thought in UK law this was nothing to do with Carthago - the contract is between you and the dealer.

I agree that the contract of sale is with the dealer. However, if the dealer includes in the sale a manufacturers guarantee then I think that forms a separate agreement with the manufacturer and the dealer is only an agent. I could be wrong of course but it makes sense to me that way.

 

[hilldweller]

I could be wrong of course but it makes sense to me that way.

I think you may be wrong, it's worth checking, you paid a lot of money in good faith, to say "only one day left" is a total insult to you.

Just to be bloody minded if they refuse a free repair I'd go for the small claims court surely they would find in your favour. Remember the manufacturers guarantee adds to your stature rights and from reading on here the part in question should be expected to last far longer than 2 years subject to fair ware.

 

[TinaLes]

When our cable ties broke for the satellite system and the solar panels all the cables were sitting on top of our oven and melted .
Carthago authorised the warranty work within 3 hours .
They were factory fitted

Which dealership did you use to get the problem sorted so quickly? please tell.
I have asked technical questions to Carthago via their customer services, technical dept, and had an answer, but that took 24/48 hours as expected, but at least they answered which was helpful at the time.
Les

 

[Pausim]

I think you may be wrong, it's worth checking, you paid a lot of money in good faith, to say "only one day left" is a total insult to you.

Just to be bloody minded if they refuse a free repair I'd go for the small claims court surely they would find in your favour. Remember the manufacturers guarantee adds to your stature rights and from reading on here the part in question should be expected to last far longer than 2 years subject to fair ware.

I would think that after 2 years your statutory rights might well be expired but I agree that 1 day within a stated guarantee period should be binding.

 

[Zepp]

Which dealership did you use to get the problem sorted so quickly? please tell.
I have asked technically questions to Carthago via their customer services, technical dept, and had an answer, but that took 24/48 hours as expected, but at least they answered which was helpful at the time.
Les

We used reliance

At first we went to camper UK they refused to do the work because we did not buy the van from them they said if they did the work there was a good chance Carthago would not pay so we went to reliance

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[TinaLes]

We used reliance

At first we went to camper UK they refused to do the work because we did not buy the van from them they said if they did the work there was a good chance Carthago would not pay so we went to reliance

Thanks for responding Zepp.
Reliance seem to be getting some good reviews on here, luckily they are within reach for us down here, so will definitely use them when needed.
Makes you wonder why if a dealer is an Authorised Carthago Supplier/Repairer that they would imagine they wouldnt get paid, when Reliance dont sell Carthagos, just maintain them, the mind boggles, this industry is a straight a nine bob note at times (my fathers expression)
Les

 

[Jay Butts]

There all as bad as each other les ,a shower of shit mate better of doing the repairs your self ,at least you know it will be done right then

My thoughts exactly, most stuff like this is a doddle to fix. Warranty or not, I’d sort it myself and (as you’ve said!) at least I’d know it’s done properly.

 

[meanders]

We always have a habitation check for peace of mind around gas, damp and CO. We have it done at a show by Home-serve Ash on here. You get a Fun discount and Steve is very thorough.

 

[Minxy]

It was our dealer that told us about the 3 month ingress check at handover. We took it back down to Somerset 124 miles each way, to have it done and get the sticker. It was a no brainer decision for me as I did not want to give the manufacturer any excuse for a get out clause should a claim be made in the future, so I keep the service book stamped up at every service appointment.

We picked up our new Carthago today and I went over loads of stuff with the dealer including the requirement for a 3-month check which is more to ensure that nothing has come loose, all the structure is tight (and therefore watertight) and all is well with no niggles needing sorting, but is totally optional and does NOT affect any warranty claim.

I would strongly advise all new owners to get it done, as clearly dealer opinions seem to vary so much, yet they all seem to know about it!

It appears to be there more to keep customers content that all is well, rather than being a necessity otherwise it would be mandatory so if it makes owners 'happy' then have it done, if owners are not concerned then don't, we won't as it's a long trip for us and if there are issues I would think I'd know about them anyway without someone giving me a 'rubber stamp' at great expense.

 

[TinaLes]

[QUOTE="Minxy


It appears to be there more to keep customers content that all is well, rather than being a necessity otherwise it would be mandatory so if it makes owners 'happy' then have it done, if owners are not concerned then don't, we won't as it's a long trip for us and if there are issues I would think I'd know about them anyway without someone giving me a 'rubber stamp' at great expense.
[/QUOTE]
As I said its your choice, but our dealer (wrightly or wrongly) informed us of the 3 month check as part of the Carthago Warranty so to us that meant "Mandatory". It was a long trip back to the dealers having reached 3 months ownership 128 miles each way, but we simply drove down had it done, service log book and Carthago Warranty sticker placed in log book ect, ect, then went on down into Devon for a break afterwards before returning home.
Yes I agree, I could probably spot a leaky seal as well as anyone, but for peace of mind in knowing we had had the checks done, along with the fact that it was part of the 3 year service deal we had negotiated before purchase it was an easy decision.
As previously mentioned also, we did join the Carthago Owners Club before pick up date, and their recommendation was to have the 3 month check carried out was at the time, detailed as a requisite/best advice on their website.
IMHO, Why pay out so much dosh,and not have it confirmed by the dealer and in turn Carthago that no contravention in warranty services/conditions had occurred and maybe giving either side the ammunition to reject a warranty claim in the future.
If we change the van in the future, I have a fully up to date log book listing all services & advisories, along with any rectification work however small, to have them remedied at time of service.
I would still ask to have the 3 month check done on a future purchase especially if it was part of the deal, if it wasn't a requisite, I would want to see it in writing from Carthago.
Good luck

Les

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[Pausim]

Perhaps some dealers haven’t priced the pricey service stickers into the deal, or are looking to save on the first one? I think I would want to see something in writing from Carthago before missing out on the drenching test.

 

[Minxy]

As I said its your choice, but our dealer (wrightly or wrongly) informed us of the 3 month check as part of the Carthago Warranty so to us that meant "Mandatory".

Or maybe it was just them 'encouraging' you to have it done ...

I would still ask to have the 3 month check done on a future purchase especially if it was part of the deal, if it wasn't a requisite, I would want to see it in writing from Carthago.

Perhaps some dealers haven’t priced the pricey service stickers into the deal, or are looking to save on the first one? I think I would want to see something in writing from Carthago before missing out on the drenching test.

I've just been reading the 'library' of documentation etc that came with our Carthago and below is the except about warranty checks given in their 'Proof of Maintenance' handbook (as well as in other stuff too) so they have actually put in writing that it is voluntary:

 

[Lenny HB]

We picked up our new Carthago today and I went over loads of stuff with the dealer including the requirement for a 3-month check which is more to ensure that nothing has come loose, all the structure is tight (and therefore watertight) and all is well with no niggles needing sorting, but is totally optional and does NOT affect any warranty claim.

The joke is on you if you have it done. They charge you to check their own build quality.
Just a scam to extort more money from the customer.

 

[TinaLes]

The joke is on you if you have it done. They charge you to check their own build quality.
Just a scam to extort more money from the customer.

Have to agree with you Lenny,
However this is a good example of dealers or as they are aptly named "Carthago Service Partners"not all singing off the same Hymn Sheet, in that some like ours tell us its mandatory, and others say its voluntary "at cost to customer".

As I said luckily we got ours done FOC as part of the purchase deal, however even The COG website advises that this should be done and the appropriate sticker placed in service log book.
Confusing eh?, maybe ask your ex COG mate for some clarification on the advice given by them, when you speak next.
Inside warranty or not, it still takes ages to get spare when required, as when the Carthago spares database was checked, some parts were available, others involved a longer wait as they are made by external providers...now where have I heard that old chestnut beforeLet me have a think rather Swiftly
Cheers enjoying your Portugal thread
Les

 

[Minxy]

The joke is on you if you have it done. They charge you to check their own build quality.
Just a scam to extort more money from the customer.

My view too Lenny, but if some want the 'peace of mind' (reminds me of those ruddy ads!) given by having it done, who am I to criticise?

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[BobtheBass]

If you buy a new toothbrush from Home Bargains do you have to take it to the shop and pay them 50p after three months to check it's still working? Utter nonsense. If Carthago really did think it was a good idea they would offer the check for free.

 

[wiljoy]

Dealers are making a fortune from motor home owners who feel they have got to go back to them for EVERYTHING.
Hab check is a total joke. My local dealer loves them as they are a massive cash cow
My waste drain pipe cones off regularly. Just shine a torch down the hole and slot it back on, simple. I could charge a dealer price of £110 if you want.

 

[TinaLes]

Update on the "only one day left of your warranty sir", "we ask Carthago to see if they will honour the repair, let you know in about 6 weeks"
Just received letter from dealership saying the ordered parts are in stock, please arrange with service dept to have them fitted.
Hopefully ending my grey dribbling days!
Nice one eh?
Les

 

[TinaLes]

Update on Update letter...disappointing or what!
My last update was the good news by the dealer in the form of an unsigned letter of28/10/2019 that the warranty claim for the grey waste tap assembly had been honoured, and the parts were in stock, so "please call us to arrange a date for them to be fitted" "From The after sales team"

As requested I just called the dealer to arrange a suitable date to get the parts replaced, thinking that will be a good run out for the van before Xmas, and then I can go further on down to Devon afterwards to talk Funster Rally Tactics with a site for next year

The result of the call was not what I was expecting, I asked to speak with Jade, sorry she only works part time, I will get her to call you next weekend.
I informed them that Jade was probably calling me as a follow up to the letter that I received on 28/10, telling me to bring the van down to get the new grey waste parts fitted as they were in stock, and I suggested probably taking up valuable shelf space no doubt?

Dealer: Let me check the system Sir.
Yes I have a bulb and light fitting for you , but no Grey waste tap!
Me: But I got your letter confirming the parts were in I said.
Dealer:Yes sir but no grey waste tap, only a bulb and light fitting.
Me: But I dont need a bulb & light fitting, only a new grey waste tap assembly.
Dealer: No Sir we only have a light bulb & light fitting, no grey waste tap assembly.....Unfortunately we do experience difficulties in getting parts from Carthago.

Me: well good job I called you first to check the situation, can you re-order the grey waste tap assembly as its been a couple of months now since the hab check & service.
Dealer: I will get Jade to call you next Saturday Sir, she will know more than me about this.
Me; but surely its on the screen you are looking at and she will only confirm that the correct parts are not after all in stock?
Dealer: No Sir we definitely dont have the grey waste parts in stock.
Me: can you order them then today please.
Dealer: I think its best if Jade deals with this Sir, as she is the person dealing with your warranty claim, I will get her to call you next Saturday.

Me: I feel disappointing that only one part time member of staff can deal with this warranty claim, when you all have access to the Carthago On line parts/warranty claim system.
Dealer: I cant say any more Sir, best wait until Jade comes in on Saturday as she has been dealing with this.

I give up!, I try and get the wheels moving in sorting out their admin, get the parts ordered as they should have been....result....Got nowhere!
LES

 

[Robert Clark]

Update on Update letter...disappointing or what!
My last update was the good news by the dealer in the form of an unsigned letter of28/10/2019 that the warranty claim for the grey waste tap assembly had been honoured, and the parts were in stock, so "please call us to arrange a date for them to be fitted" "From The after sales team"

As requested I just called the dealer to arrange a suitable date to get the parts replaced, thinking that will be a good run out for the van before Xmas, and then I can go further on down to Devon afterwards to talk Funster Rally Tactics with a site for next year

The result of the call was not what I was expecting, I asked to speak with Jade, sorry she only works part time, I will get her to call you next weekend.
I informed them that Jade was probably calling me as a follow up to the letter that I received on 28/10, telling me to bring the van down to get the new grey waste parts fitted as they were in stock, and I suggested probably taking up valuable shelf space no doubt?

Dealer: Let me check the system Sir.
Yes I have a bulb and light fitting for you , but no Grey waste tap!
Me: But I got your letter confirming the parts were in I said.
Dealer:Yes sir but no grey waste tap, only a bulb and light fitting.
Me: But I dont need a bulb & light fitting, only a new grey waste tap assembly.
Dealer: No Sir we only have a light bulb & light fitting, no grey waste tap assembly.....Unfortunately we do experience difficulties in getting parts from Carthago.

Me: well good job I called you first to check the situation, can you re-order the grey waste tap assembly as its been a couple of months now since the hab check & service.
Dealer: I will get Jade to call you next Saturday Sir, she will know more than me about this.
Me; but surely its on the screen you are looking at and she will only confirm that the correct parts are not after all in stock?
Dealer: No Sir we definitely dont have the grey waste parts in stock.
Me: can you order them then today please.
Dealer: I think its best if Jade deals with this Sir, as she is the person dealing with your warranty claim, I will get her to call you next Saturday.

Me: I feel disappointing that only one part time member of staff can deal with this warranty claim, when you all have access to the Carthago On line parts/warranty claim system.
Dealer: I cant say any more Sir, best wait until Jade comes in on Saturday as she has been dealing with this.

I give up!, I try and get the wheels moving in sorting out their admin, get the parts ordered as they should have been....result....Got nowhere!
LES

I was speaking to the MD of Premium at the motorhome show in Birmingham and he said that Carthago is extremely slow at proving spare parts.

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[stevewagner]

Waste valve issues are common on Carthagos. It's easier just to fit a tap on the end of the outlet and leave the waste valve open. I too recommend Reliance - I'm there on friday having the valve replaced on my fresh water tank!

 

[Lenny HB]

Had to give it a Funny made me chuckle.
Me thinks a lot of the problem is a crap dealer. my mate has had a few warranty items sorted by Reliance, they don't appear to have any problems getting parts from Carthago, not blindingly quick but they do get them.

 

[TinaLes]

Thats OK Lenny HB , I have learned in life that sometimes the only way to handle poor customer service, without blowing gaskit and belting someone. is to stand back, try and rationalise the problem, and then resign myself to having a chuckle before adopting phase two.....never let it lye, keep onto them. (festive laugh with you)
Warning, until its fixed UNDER WARRANTY, I will continue to be an authorised grey waste dribbler, and I have a dealer letter to prove its not my fault!
LES

 

[gus-lopez]

But this thread is all about how my dealer has to get a simple warranty repair "authorised by Carthago" and the 6 week wait for that to happen, Before the replacement parts could be placed on order taking up to maybe another 6 weeks to get the repairs carried out.
Hence why I am a bit miffed.

As hilldweller stated your contract is withe the dealer, no one else.

I would think that after 2 years your statutory rights might well be expired but I agree that 1 day within a stated guarantee period should be binding.

Not under EU law. 2 years is minimum guarantee.

I give up!, I try and get the wheels moving in sorting out their admin, get the parts ordered as they should have been....result....Got nowhere!

I'd email the md stating you propose to go to the small claims court.
& I'd point out what you stated ,that it is a disgusting state of affairs that a part -time employee is supposedly the only person who can deal withyour warranty claim or am I being fed yet more old b*****ks.

 

[Clarky]

Waste valve issues are common on Carthagos.

In which case you would think that a 'decent' Carthago dealer would carry the part in stock.

Richard.

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