Dealer leaves us in the lurch

[Campervan_man]

I would write directly to the MD of Lowdhams for an URGENT response with a copy of the letter sent to Trading Standards and Knaus explaining your issues.
I wouldn't bother with the Service Manager as He doesn't seem interested in addressing your complaint.

 

[jongood]

Do you have anything in writing from them? If y ou have I would get a soli citor to do an initial letter holding Lowdhams responsible for honouring the warranty. Shouldn't cost much but at least get their attention.

 

[Carpmart]

Five months then that reply is disgraceful! I'm not sure if you're a kind of direct action person? I would be down there at the Lowdhams site as soon as I have a couple of days free and parking my van in the most awkward position I could in their forecourt, ideally blocking anything from functioning on their site and putting the kettle on....

 

[Euro330]

I am not a Knaus owner or have any particular knowledge of their construction.
This is obviously going to be a long drawn out process.
My own initial thoughts would be to the van.
To what extent has the water ingress damaged or effected the van. Is it a question of once the seal is repaired it will dry out a minimal amount of damp naturally? My current Bailey had a very similar minimal ingress problem from rear camera, but there is nothing to rot or absorb water in the rear wall construction (Alu-Tec). All was checked, wall and floor once camera was re-sealed and everything A1.
The issue has been logged, so if you have not had it done, seek written conscent from Manufacturer and dealer to have the Camera re-sealed in the meen time, without any future come back on you from either or both stating you have interfered with the vehicle and the warranty is null-void.
At least it stops any further water damage for the time being.
Even seal it over with a cling film type protection.
I know this will not resolve your Legal issue but good luck.

 

[Makingtrax]

I am not a Knaus owner or have any particular knowledge of their construction.
This is obviously going to be a long drawn out process.
My own initial thoughts would be to the van.
To what extent has the water ingress damaged or effected the van. Is it a question of once the seal is repaired it will dry out a minimal amount of damp naturally? My current Bailey had a very similar minimal ingress problem from rear camera, but there is nothing to rot or absorb water in the rear wall construction (Alu-Tec). All was checked, wall and floor once camera was re-sealed and everything A1.
The issue has been logged, so if you have not had it done, seek written conscent from Manufacturer and dealer to have the Camera re-sealed in the meen time, without any future come back on you from either or both stating you have interfered with the vehicle and the warranty is null-void.
At least it stops any further water damage for the time being.
Even seal it over with a cling film type protection.
I know this will not resolve your Legal issue but good luck.

Yes, I put cling film over it, but I'm not sure what affect it will have. When the damp was first detected, the service manager told me it would need drying out in the work shop for a fortnight and checking for damage. But when I phoned up 3 months later, the after sales manager let slip that a whole new back wall had been ordered. So I'm not sure what conversation occured between Lowdhams and Knaus because I was kept out of the loop. And no further checks were done because the van was with me.

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[Makingtrax]

Five months then that reply is disgraceful! I'm not sure if you're a kind of direct action person? I would be down there at the Lowdhams site as soon as I have a couple of days free and parking my van in the most awkward position I could in their forecourt, ideally blocking anything from functioning on their site and putting the kettle on....

We bought our first van at Southdownes in Portsmouth. It may have been a long journey, but their after sales care was excellent. The service manager even phoned me in France and talked me through a problem when I emailed them. And when the van had to go back to Laika for the problem to be resolved, Southdownes arranged a driver to deliver it back to me!

The service manager at Lowdhams is defensive and makes you feel like your pestering them.

 

[Carpmart]

You’re the customer, they failed to do anything for five months... make it their problem as quickly as you can!

 

[Euro330]

Yes, I put cling film over it, but I'm not sure what affect it will have. When the damp was first detected, the service manager told me it would need drying out in the work shop for a fortnight and checking for damage. But when I phoned up 3 months later, the after sales manager let slip that a whole new back wall had been ordered. So I'm sure what what conversation occured between Lowdhams and Knaus because I was kept out of the loop. And no further checks were done because the van was with me.

I did the same. Got extra strong stuff out of screfix. A Blue roll of strong industrial cling film for decorators covering carpets and things. Stops any more water other than that no effect.
Not sure they are in the right keeping you out the loop though.
As the fault has now been instigated, make as much a hullabaloo as possible in the showroom with manager, service manager and anyone else you can think of.
Do not take NO as an answer.
Good luck. G

 

[Lenny HB]

Lowdenhams are legally responsible as that's where you bought the van from and have the contract with. If they can't carry out the repair under a knaus warranty then they should arrange the repair with another authorised repairer and pay the bill. If they can't arrange the repair then I would contact knaus for their nearest repair centre. It may be that you may have to pay for the repair and claim through the courts for your money back. A solicitors letter to lowdenhams may help to start things moving.

I'm not sure about that, the vehicle basic warranty will be there responsibility but the extended water ingress warranty I think is a contract with the manufacturer.

 

[Makingtrax]

I'm not sure about that, the vehicle basic warranty will be there responsibility but the extended water ingress warranty I think is a contract with the manufacturer.

This is what I was wondering Lenny. Most people on here seem to think it's Lowdham's responsibility. How do find out?

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[gus-lopez]

It is who you purchased FROM. The fact that it is a collection of bits from all different manufactrurers assembled by Knaus doesn't come in to it.

 

[Lenny HB]

This is what I was wondering Lenny. Most people on here seem to think it's Lowdham's responsibility. How do find out?

Citizens advice might be able to advise, worth contacting them.

I would contact Knaus first as if they ditched Lowdham's as a dealer they will be well aware of their poor performance and may well respond with a result.

 

[BwB]

I understand Lowdhams lost their Knaus dealership status in 2017/18 so they would have known before the start of your damp problems. Doesn't help you now, I know.

Knaus don't mind which of their dealers you take it to so although it's annoying I'd be inclined to start again with another Knaus dealer and get the job sorted.

 

[Jim]

I'm not sure about that, the vehicle basic warranty will be there responsibility but the extended water ingress warranty I think is a contract with the manufacturer.

He doesn’t have a contract with the manufacturer

 

[BwB]

But if the manufacturer will honour the warranty and the job can be done at another dealer, wouldn't it be better to just get it sorted? I know that I would just want the job done properly the quickest way, especially after all this time of waiting.

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[Jim]

Essentially you need to drop the MD a letter, outline the problem as you see it, as you have written it in the opening post. How you are worried it has taken so long. No threats of trading standards or bad publicity. Just ask him what he is prepared to do to put this right. His response will point the way to your next action.

Being polite and professional almost always garners a similar response. Threats empty or real, make a good outcome less likely.

 

[Makingtrax]

I understand Lowdhams lost their Knaus dealership status in 2017/18 so they would have known before the start of your damp problems. Doesn't help you now, I know.

Knaus don't mind which of their dealers you take it to so although it's annoying I'd be inclined to start again with another Knaus dealer and get the job sorted.

Find that hard to believe really. The after sales manager told me only yesterday, that she found out a week ago that they had lost their Knaus dealership status.

 

[Makingtrax]

Essentially you need to drop the MD a letter, outline the problem as you see it, as you have written it in the opening post. How you are worried it has taken so long. No threats of trading standards or bad publicitty. Just ask him what he is prepared to do to put this right. His response will point the way to your next action.

Being polite and professional almost always garners a similar response. Threats empty or real, make a good outcome less likely.

Thanks Jim, sound advice.

 

[Mr porky]

We bought our Eura mobil from premium motorhomes in Doncaster. 1 year later they no longer have the Eura mobil contract and no longer sell Eura mobil.
When I asked what happens about warranty work they said no problem just because we are no longer a dealer doesn’t stop them from fixing any problems.
Moving forward beyond the 2year warranty cut off it’s no problem as they want to keep me as a customer.
Now that’s customer service. Don’t these dealers realise that people talk and bad after services can effect there business.
I hope that you get sorted.

 

[BwB]

Find that hard to believe really. The after sales manager told me only yesterday, that she found out a week ago that they had lost their Knaus dealership status.

I know, they keep very quiet about it. I contacted Lowdhams to do my 1st hab check and their dates didn't suit me so I got on to Knaus to see if I could use another dealer and after that found Lowdhams were no longer listed as a Knaus Motorhome dealer. The people who did my hab service confirmed this too. So not 100% certain but it certainly appears that way.

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[Portland]

Read through most of the posts on this, however the knub is they don't want to do it, would you trust them to do it? I would not. If you contact Knaus they will say go to your dealer, he is responsible, however if you ring them and tell them briefly what the problem is I'm sure they will help. You can be more persuasive talking directly to them than by letter or email, ask for the boss. Best of luck.

 

[Euro330]

Essentially you need to drop the MD a letter, outline the problem as you see it, as you have written it in the opening post. How you are worried it has taken so long. No threats of trading standards or bad publicitty. Just ask him what he is prepared to do to put this right. His response will point the way to your next action.

Being polite and professional almost always garners a similar response. Threats empty or real, make a good outcome less likely.

Yes Initially. Not 5 months down the road. Standing up for yourself and consumer rights is not a threat.
The company in this case has had every opportunity to reply, respond and act on this with not much of any of these happening. Keeping the customer who has spent £1000s out the loop? Might aswell send an early xmas card now.
No, now is the time to to make yourself heard I am afraid. Yes do not be rude. Politness I think is something they have had an opportunity to expect and earn but seemed to have bypassed that.

 

[Jim]

Thanks Jim, sound advice.

Politness I think is something they have had an opportunity to expect and earn but seemed to have bypassed that.

I don't know this company, never had any dealings with them at all. Yes, there are a few horror stories about some aftersales online, but you can say the same for almost every company from Apple to your local Chinese restaurant.

However that Lowdhams are so successful in an industry that survives on repeat business means that they must get a lot more right than they get wrong. I'm sure the right approach to the MD,who will likely be blissfully unaware of your problems, will get the ball rolling toward a satisfactory conclusion, to what is essentially a simple problem to sort out, and should have been done months ago. Being polite at all times is good business sense. There is never a time to be rude in negotiations.

 

[Makingtrax]

I know, they keep very quiet about it. I contacted Lowdhams to do my 1st hab check and their dates didn't suit me so I got on to Knaus to see if I could use another dealer and after that found Lowdhams were no longer listed as a Knaus Motorhome dealer. The people who did my hab service confirmed this too. So not 100% certain but it certainly appears that way.

When was it exactly you found out they weren't listed?

 

[The Wino]

I think that lowdhams were responsible for the original warranty period but repairs 3years on are the manufacturer's responsibility under the water ingress warranty. The problem is that you will need a service agent to arrange the repair and warranty claim. I would contact knaus first I would also try Cannock resprays to see if they are knaus repair agents I know they are for a lot of makes and in our experience are good people to deal with.

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[Carpmart]

All great comment but after five months you need to change the landscape of the issue in your favour.

I refer to my previous comment/post. Wild camp at the gate in front of their site. Ignore door knocks when the first few people arrive (blinds closed) make a cup of tea and tough it out for a bit. When they open the gates, drive in and park in a disruptive (to their business position) Guarantee they will want to solve your issue then!!

 

[Makingtrax]

I think that lowdhams were responsible for the original warranty period but repairs 3years on are the manufacturer's responsibility under the water ingress warranty. The problem is that you will need a service agent to arrange the repair and warranty claim. I would contact knaus first I would also try Cannock resprays to see if they are knaus repair agents I know they are for a lot of makes and in our experience are good people to deal with.

Cannock resprays have an excellent reputation and Southdowns use then for sure because we had our last van repaired there. They are not listed as a Knaus dealer though on the Knaus site.

 

[The Wino]

Cannock resprays have an excellent reputation and Southdowns use then for sure because we had our last van repaired there. They are not listed as a Knaus dealer though on the Knaus site.

Why not give them a ring and ask if they don't do it they will probably know someone who does. I know for chausson they aren't dealers but are repair agents. We bought at lowdhams too and have had really poor aftersales even to the extent of charging for a couple of replacement rubber bungs that the hob lid rests on 3months after we bought our MH new!!!. Its surprising how they can dissapear from the display ones outside!!!!

 

[Hettie's Crew]

I wouldn’t say Lowdhams are any better or worse than anywhere else, our problems were down to individual staff members, our warranty paperwork wasn’t submitted during purchase either by the salesperson or the office staff. They rectified it, paid for the work themselves and put in place the remaining warranty.
The locker door problem was down to the service desk person who they eventually got rid of who refused to listen and just thought he knew best.
I’m glad we are out of warranty as it’s somehow easier to be responsible myself and be able to choose who repairs it or DIY.

 

[Paddywack]

I would copy this thread to the MD of Lowdhams and Knaus, give them five days to suggest a solution to avoid further damage to their reputations. I'd also start a "Unhappy Lowdhams Facebook Group" and get people to share their experiences with Lowdhams.

If you get no response a Solicitors letter to Lowdhams stating that the contract is with them, they have five days to suggest a remedy and a timescale in which it will be implemented, after which you will get the necessary repairs carried out by a third party and they will be responsible for all costs - including travel etc.

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