Dealer Apathy

[Cheshirecat57]

I am quite upset that the trader Simon Howards Motorhomes who wanted to help at the beginning of this thread has been ignored all the way through while everybody slags off dealers. I probably will not need a new Motorhome for many years but will seek him out if I do. Many traders are exactly as described above but one that wants to take part and help like eddievanbitz And Simon Howards Motorhomes & Motorhome Wi-Fi I think Should be supported. if I am up your way Simon I will drop in for a coffee and you never know may buy something. (P.s. coffee could be in my van!)
Steve

Absolutely
Simon contacted me privately with relation to providing a solution for my pal( almost immediately)
in the end, it was not to be, but Simon has shown that he is indeed interested in us on here and indeed all buyers
I would gave to recommend him as a 1st point if contact, even if he can only point you in the right direction
Additionally
Signature were excellent when I bought my Adria.......the majority of the others seem close to useless IMO

 

[Rosemary1]

When I was younger, I worked with a young engineering apprentice who had a Saturday job working for Swan National car hire. It seemed that then the policy was for each branch to source their own cars. One Saturday his boss took him to a large car dealership to buy all the new cars for the year. He suggested that the apprentice should conduct the negotiations, for the experience! He went in and eventually managed to attract the Manager's attention, but was basically brushed aside and passed to a young assistant. The young assistant was a bit overwhelmed when he was told that he was about to sell approximately 30+ cars in one go, and informed his Manager who was suddenly VERY interested, and tried to take over. However my friend's boss intervened and said no - he should have been more receptive at the beginning, and insisted
on only dealing with the young assistant. That must have been quite a commission that the Manager lost out on!

Fab! I used to work for a large company that fitted out care home - our area was the furniture, carpet and curtains. I remember the buyer asking me to visit a DIY type store with the company credit card as a supplier had let us down big time.

Walked in and looked for help from an assistant to look at buckets, mops, brushes, loo brush, washing bowls, bin, skin drainers etc.
One assistant vanished just as I caught her eye and the 2nd told me she was just going on lunch but Andy should help me. Andy turned out to be a new starter that week, about 16, shy and looked terrified.
Andy was very helpful tho and showed us all the items and stacked them in a little pile. I asked him if he got commission on the sales and he said no, the other assistants did but not him as he was a trainee similar to YTS.
I then asked for the Manager, pointed out the pile of items and asked that as the trainee had been so helpful could he be included on the teams commission which he agreed to as a one off.
One of the other assistants had returned by this time and was listening as Sue my colleague confirmed the order and asked for 30 in blue, 30 in yellow, 30 in cream, 30 in beige, 30 in white etc

Loved that day at work

 

[Ian Allen]

I have requested parts from Erwin Hymer Travelworld twice now via their email enquiry system. Phoned the office to say I have had no reply they said they will get a salesman to call back. Still waiting 36 hours on.
At a guess my parts will come to around £1,000 and they can’t be asked. I guess they will be just the same if I gave the £170,000 for a new NB Flair. It’s terrible service.
obviously making too much money.

 

[Alex and Lesley]

Is Dealer apathy possibly due to manufacturers appointing said dealers and they then feel that they have a captive audience, granted this does not excuse them when selling non franchise vehicles.

 

[Langtoftlad]

It's not just motor dealers...
I remember getting so p*ssed off with the lack of attention in a Currys superstore, that I stood waving a handful of cash & shouted "hello, I'd like to actually buy something, anybody interested?"

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[nicholsong]

Is Dealer apathy possibly due to manufacturers appointing said dealers and they then feel that they have a captive audience, granted this does not excuse them when selling non franchise vehicles.

Maybe, especially if there is only one franchised dealer in the whole UK.

On the Continent there are many more dealers and if not in one's own country then just across the border, not a Channel-ride away.

Geoff

 

[MyrtleGuru]

This echoes the experiences we had when we bought our first and (so far) only van in 2013.

I was amazed at the indifference of the dealers when we were looking to order a brand new PVC. In the industries I have worked in, if someone turns up wanting to spend £50k plus you bite their hand off and bend over backwards.

We really liked the Globecars, but were so put off by the attitude of the UK dealer that we did not pursue it. Did they think we weren't serious? Did we look too poor/young? Was £50-60k chickenfeed for them? We'll never know. I considered going direct to Germany.

We got a much better vibe from the UK builders, so went down that route. I remember in particular very good pre-sales experiences from Devon, IH and Wildax.

We ordered a Wildax in the end, and the pre- and post-sales experience did not disappoint.

 

[DerryW]

I had a similar experience when I brought my discovery sport, the moment I told the young sales negotiator I did not require finance it almost turned into a full blown argument with there business finance manager, to the point I told him in no uncertain terms he had one last chance to let me pay cash (bank transfer) or I would walk out and into the Audi dealer down the road. Needless to say he crawled back into his office and I completed the deal with the original negotiator.

 

[MyrtleGuru]

I had a similar experience when I brought my discovery sport, the moment I told the young sales negotiator I did not require finance it almost turned into a full blown argument with there business finance manager, to the point I told him in no uncertain terms he had one last chance to let me pay cash (bank transfer) or I would walk out and into the Audi dealer down the road. Needless to say he crawled back into his office and I completed the deal with the original negotiator.

A bloke at work had the same thing trying to buy a VW from a dealership. As soon as he said he didn't need finance, they couldn't be arsed.

Last time I wanted to buy a new car (2017), I just couldn't be bothered to deal with the dealers, so I used a broker Dennis Buy a Car. Everything done online and it was delivered to home. And they got me a better price than I reckon I could have negotiated myself.

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[bobnick]

It is highly probable we will upgrade our van next year, circa £80k. I will have done my research as to which van we will want and with what options.
I will then fire off our want's to 4 or 5 dealers. I will visit those dealers that can be arsed to get back with an offer. Those that don't get back to me wont get a 2nd chance.

Question : if i were to buy a van from say a dealer from darn sarf, could warranty work if needed be carried out by a dealer of the same make ooop north??????

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[Crazylegs]

Our company provides a service to Franchised motor car dealers, so I can’t speak with any authority about Motorhome dealers, but I suspect they have similar problems. I entered the trade in the nineties when quality sales staff could earn £50-80 k per annum and some business managers were into six figures. Those days are long gone, mostly because it’s bloody hard to turn a profit, the industry average is only around 2%, This may surprise some but think about it, who doesn’t check out the prices of whatever model they are interested in on the internet and then have a haggle before purchasing.
Different groups have different strategies to reduce costs, many groups have dispensed with either assistant sales managers or business managers or perhaps made the administration/accounts teams redundant and replaced them with a centralised office’s or even sub contracted the accounts out to India.
The sales staff’s packages have been pruned to the point where often the job now only attracts young people who are happy with a low basic and a company car and the promise of commission. (if they hit a target) Many experienced people have left the motor trade because they can do better elsewhere, so there are fewer people in these big sheds and those that are there lack motivation because of unrealistic targets.
IMHO the directors of some of these companies believe they are serving the shareholders well buy reducing costs and replacing sales staff with order takers, but I remain unconvinced, the strength and success of any company depends entirely on the quality it’s staff.

 

[Flook]

Reading the above as a whole I get the impression that some but not all do not want your money, hence show no interest.
Coming from a service background and wanting to do the best I could could for ALL my customers I went that bit further in help and assistance. I WANTED their custom, I WANTED their approval and I WANTED their recommendations. Only this way could I build my business from absolute scratch to a decent income with a few high prestige agencies. I hardly ever took holidays in the first ten years because I knew I could lose out to my competitors. When I joined a National Association I could advertise I gave a year on all parts guarantee, at that time everyone else gave 90day's.
To me it is not rocket science, put your self about consistently, and to always remember the old Maxim I was told by a sales man, Tell them you told them, Tell them you told them again, and then remind them that you have told them. Basically sell yourself and you sell your product to the consumer. This applies most trades in the service sector, one man businesses to high end cars, even applies to the Motorhome trade.
Even now I cannot stop selling my self or my ideas, it is ingrained, part of my DNA if you like.

Sorry to go on.

Flook

 

[Cheshirecat57]

It is highly probable we will upgrade our van next year, circa £80k. I will have done my research as to which van we will want and with what options.
I will then fire off our want's to 4 or 5 dealers. I will visit those dealers that can be arsed to get back with an offer. Those that don't get back to me wont get a 2nd chance.

Question : if i were to buy a van from say a dealer from darn sarf, could warranty work if needed be carried out by a dealer of the same make ooop north??????

Depends on the brand and the dealer

 

[Cheshirecat57]

Reading the above as a whole I get the impression that some but not all do not want your money, hence show no interest.
Coming from a service background and wanting to do the best I could could for ALL my customers I went that bit further in help and assistance. I WANTED their custom, I WANTED their approval and I WANTED their recommendations. Only this way could I build my business from absolute scratch to a decent income with a few high prestige agencies. I hardly ever took holidays in the first ten years because I knew I could lose out to my competitors. When I joined a National Association I could advertise I gave a year on all parts guarantee, at that time everyone else gave 90day's.
To me it is not rocket science, put your self about consistently, and to always remember the old Maxim I was told by a sales man, Tell them you told them, Tell them you told them again, and then remind them that you have told them. Basically sell yourself and you sell your product to the consumer. This applies most trades in the service sector, one man businesses to high end cars, even applies to the Motorhome trade.
Even now I cannot stop selling my self or my ideas, it is ingrained, part of my DNA if you like.

Sorry to go on.

Flook

Flook
i think they ALL want you money.....unfortunately it seems that most want to put in as little effort as possible to get it

As a footnote , just been to V4Leisure at Prestatyn, and they are closed all weekend and lock the place up.
Apparently because of swarms of day trippers and tyre kickers descending on the place with ferrel kids pulling the stock to bits..........

Perhaps the average dealer has a lot of timewaster/dreamers and has gravitated over time to thinking everyone is the same
Might be a reason...but not an excuse

 

[eddie]

Question : if i were to buy a van from say a dealer from darn sarf, could warranty work if needed be carried out by a dealer of the same make ooop north??????

You would struggle, you certainly have no legal right.

If you do find a dealer you will find that your at the back of the queue after their own customers have been looked after.

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[Crazylegs]

It is highly probable we will upgrade our van next year, circa £80k. I will have done my research as to which van we will want and with what options.
I will then fire off our want's to 4 or 5 dealers. I will visit those dealers that can be arsed to get back with an offer. Those that don't get back to me wont get a 2nd chance.

Question : if i were to buy a van from say a dealer from darn sarf, could warranty work if needed be carried out by a dealer of the same make ooop north??????

My brother tried a similar approach when looking for a Cathargo liner for two, only one dealer responded, they were in Belgium and had one in stock. He flew over had a viewing and wanted to buy it, he asked if he could have a chat, yes sir how can we help ? He asked if they could offer any discounts or incentives to shake hands on a deal there and then, they were not interested, take it or leave was the attitude. He left his details and came home fully expecting someone to call and try and get the sale done, but they didn’t. A week later he paid the full sticker price.

 

[bobnick]

Crazylegs, spose that's the risk you take. Depends if you are in a buyers or sellers market at the time. And also how critical it is for you to save a shilling or 2

 

[Simon Select]

It is highly probable we will upgrade our van next year, circa £80k. I will have done my research as to which van we will want and with what options.
I will then fire off our want's to 4 or 5 dealers. I will visit those dealers that can be arsed to get back with an offer. Those that don't get back to me wont get a 2nd chance.

Question : if i were to buy a van from say a dealer from darn sarf, could warranty work if needed be carried out by a dealer of the same make ooop north??????

Depends. If I sell a van to a northerner (Anyone above Bristol) I will always advise that it’s purely down to their local dealer. Some will do other people’s warranty work some won’t. However that does not rule out independent repairers that are NCC approved etc. I think personally it’s bonkers that a dealer won’t as if you look after a van that customer could potentially become a customer but I also understand that they don’t want to fill a workshop that could charge say £80 an hour for someone else’s problem knowing they will only get £35 an hour.
It’s worth chatting to some independent dealers or repair centres near you to ask the question. Used isn’t an issue, the warranties with used generally pay a lot higher say £70 an hour and most people would happily do that although you need to read the warranty small print with used as there can be conditions in there.
We have customers all over that deal with my dealership because we do have a good reputation. With the best will in the world most of our vans will have issues. We test them etc etc when they go out but..... we will run the oven for say 30 minutes to make sure it works but as an example it could cut out at 2 hours. Unless we physically use your van for the weekend we won’t know that when a chicken has been roasting in the oven that at 1 hour 45 it cuts out.
With new vans there will be a snagging list. Anyone that has said they have bought a brand new van that have never had any fault with ever simply isn’t telling the truth, even little things like a cupboard door etc needs adjusting. we normally say to our guys wait until there are a few bits then come down for a weekend stay at CF and we can sort them all in one go.
I genuinely don’t think snags or problems are a problem as long as you have a dealer that will sort it. We had a lady who bought a Romahome. The battery failed after 6 months. Our used warranty didn’t cover it as it was deemed consumable and she paid to get two new ones done near her. She was upset that she had a £400 bill. I found out about it a month later as she went direct to the warranty company. I spoke to them and as a good will they gave her back £150. I then spoke to my boss who agreed that that didn’t sit right so we as a good will covered the rest for her.
We will always try and male good but I am sure there are people out there who will say we are horrible nasty people and avoid and I am the axis of evil...

 

[dodfloss]

Depends. If I sell a van to a northerner (Anyone above Bristol) I will always advise that it’s purely down to their local dealer. Some will do other people’s warranty work some won’t. However that does not rule out independent repairers that are NCC approved etc. I think personally it’s bonkers that a dealer won’t as if you look after a van that customer could potentially become a customer but I also understand that they don’t want to fill a workshop that could charge say £80 an hour for someone else’s problem knowing they will only get £35 an hour.
It’s worth chatting to some independent dealers or repair centres near you to ask the question. Used isn’t an issue, the warranties with used generally pay a lot higher say £70 an hour and most people would happily do that although you need to read the warranty small print with used as there can be conditions in there.
We have customers all over that deal with my dealership because we do have a good reputation. With the best will in the world most of our vans will have issues. We test them etc etc when they go out but..... we will run the oven for say 30 minutes to make sure it works but as an example it could cut out at 2 hours. Unless we physically use your van for the weekend we won’t know that when a chicken has been roasting in the oven that at 1 hour 45 it cuts out.
With new vans there will be a snagging list. Anyone that has said they have bought a brand new van that have never had any fault with ever simply isn’t telling the truth, even little things like a cupboard door etc needs adjusting. we normally say to our guys wait until there are a few bits then come down for a weekend stay at CF and we can sort them all in one go.
I genuinely don’t think snags or problems are a problem as long as you have a dealer that will sort it. We had a lady who bought a Romahome. The battery failed after 6 months. Our used warranty didn’t cover it as it was deemed consumable and she paid to get two new ones done near her. She was upset that she had a £400 bill. I found out about it a month later as she went direct to the warranty company. I spoke to them and as a good will they gave her back £150. I then spoke to my boss who agreed that that didn’t sit right so we as a good will covered the rest for her.
We will always try and male good but I am sure there are people out there who will say we are horrible nasty people and avoid and I am the axis of evil...

Hi Simon, I wish we had more dealers like you. Credit to you .

 

[CazPaul]

Depends. If I sell a van to a northerner (Anyone above Bristol) I will always advise that it’s purely down to their local dealer. Some will do other people’s warranty work some won’t. However that does not rule out independent repairers that are NCC approved etc. I think personally it’s bonkers that a dealer won’t as if you look after a van that customer could potentially become a customer but I also understand that they don’t want to fill a workshop that could charge say £80 an hour for someone else’s problem knowing they will only get £35 an hour.
It’s worth chatting to some independent dealers or repair centres near you to ask the question. Used isn’t an issue, the warranties with used generally pay a lot higher say £70 an hour and most people would happily do that although you need to read the warranty small print with used as there can be conditions in there.
We have customers all over that deal with my dealership because we do have a good reputation. With the best will in the world most of our vans will have issues. We test them etc etc when they go out but..... we will run the oven for say 30 minutes to make sure it works but as an example it could cut out at 2 hours. Unless we physically use your van for the weekend we won’t know that when a chicken has been roasting in the oven that at 1 hour 45 it cuts out.
With new vans there will be a snagging list. Anyone that has said they have bought a brand new van that have never had any fault with ever simply isn’t telling the truth, even little things like a cupboard door etc needs adjusting. we normally say to our guys wait until there are a few bits then come down for a weekend stay at CF and we can sort them all in one go.
I genuinely don’t think snags or problems are a problem as long as you have a dealer that will sort it. We had a lady who bought a Romahome. The battery failed after 6 months. Our used warranty didn’t cover it as it was deemed consumable and she paid to get two new ones done near her. She was upset that she had a £400 bill. I found out about it a month later as she went direct to the warranty company. I spoke to them and as a good will they gave her back £150. I then spoke to my boss who agreed that that didn’t sit right so we as a good will covered the rest for her.
We will always try and male good but I am sure there are people out there who will say we are horrible nasty people and avoid and I am the axis of evil...

I have to say bud that you are doing your business one hell of a good turn on this thread, sounds like good service and surely will bring in some good business, especially after the current motorhome furore has died down.

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[Mikeclaire]

Depends. If I sell a van to a northerner (Anyone above Bristol)

Ha ha! And remember Simon anybody east of Swindon is a Cockney

 

[Terry242]

I have requested parts from Erwin Hymer Travelworld twice now via their email enquiry system. Phoned the office to say I have had no reply they said they will get a salesman to call back. Still waiting 36 hours on.
At a guess my parts will come to around £1,000 and they can’t be asked. I guess they will be just the same if I gave the £170,000 for a new NB Flair. It’s terrible service.
obviously making too much money.

Good luck, I've had a problem with a wiper motor since March and only when I left a poor review on Fun last Sunday did Travelworld get back to me within hours and tell me that the parts are in stock! Five months I've been waiting.
My buying experience with Travelworld was fine but the apathy set in with the poor aftersales. I just feel that business is so good, they don't need to work at it. So they don't

Terry

 

[bobnick]

In my businesses i always had the maxim, treat the clients/customers well and they will come back.
They did.........i was successful. FOR A VERY LONG TIME.

 

[Ivory55]

In my businesses i always had the maxim, treat the clients/customers well and they will come back.
They did.........i was successful. FOR A VERY LONG TIME.

I guess it depends on the buisness, most people the first thing they ask is how much. You only have to see on threads on here it’s all about the price. Not saying that dealers are angels either.

 

[Sapper520]

Yes, I want a good deal. However, value for money is my main concern.

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[Tircoeds]

New owner of a converted Sprinter here ( SC Sporthomes being the supplier ). Anyhow, what a saga i have been through getting my van, which was being sourced from a different supplier to SC Sporthomes.

Back in the end of Jan i paid a large deposit for a converted Crafter LWB for delivery end of Feb. That came and went not a murmour from suppliers, so I contacted them, fed some line and then lockdown happened. Every week since mid June i phoned them and each time was given a different reason for the delay. Then at end of July, phoned them again and they told me they wouldn't be taking on the job now. Had my money back straight away and was fortunate to find one where I did that was exactly what I wanted. I knew the supplier had a checkered past, but reading recent reviews all seemed good for the last 2 years. Well their most recent reviews arent up to much ( courtesy of me along with others ). Looks like I dodged a bullet there tbh. I think given the recent uplift in demand, the original supplier decided that they could get more money from a newer order for the same spec, so ditched me in favour of a newer customer.

 

[AndyVW]

A good tip, If your not satisfied with the service you when purchasing, Dont buy it.
Purchase your MH. elsewhere. and then take it to the first dealer and make sure the sales manager gets the message. It will hurt them.
Remember the sale is only one transaction the maintainace , warranty, issues are you likely to have to go back many times, through the vans life, Only buy from a dealer that gives you good service for its life !

 

[Wee Bold Davy]

It's not just motor dealers...
I remember getting so p*ssed off with the lack of attention in a Currys superstore, that I stood waving a handful of cash & shouted "hello, I'd like to actually buy something, anybody interested?"

My friend had the same problem in the red light district in Amsterdam, turned out the problem was his BO

 

[nicholsong]

My friend had the same problem in the red light district in Amsterdam, turned out the problem was his BO

Wouldn't stop some dealers selling a dog of a MH.

 

[leggings]

A friend of ours has had a similar experience! Got cash to spend and on a truck up to 40k. Spoke to four of the well known companies around the Nottingham/Mansfield area. None have come back to him?

Sign of the times we are in I think?

Kev

If they’re not bothered when selling then you can guarantee that they won’t be bothered with after sales I would find another dealer.

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