Well I don’t believe it!!! ( in best Victor Meldrew style)

[Jim]

I've seen it with other cases on here someone aires a grievance with a trader etc and immediately is buried under a deluge of people saying they've used the trader/dealer before and had no issues.

Why is that a bad thing? The only issue is that grievances shouldn’t be aired in threads. We have a dedicated review section for that. Publicly naming and shaming is against our rules.

Anyone is welcome to review a service—good or bad—but it must be done in the review section for good reason. (Rule 2) Normally, I’d close this thread and direct the OP to the review section. However, since the dealer has actively participated in this discussion, I’ll leave it open.

Meanwhile, Gingernuts, feel free to leave your review review here

 

[Gingernuts]

Things go wrong, we all know and are aware of that.

How the issues are resolved (or not) separates the good from the bad.

Exactly

 

[Simon Select]

As promised, here is the other side of the story.

Gingernut purchased this Burstner motorhome from us at Select Motorhomes Ltd. We arranged a collection date and fully prepared the vehicle in our workshop.

On collection day, the Engine Management Light (EML) came on. Anyone familiar with motorhomes will know this isn't uncommon, especially after a period of inactivity. It's typically a minor issue. Our technicians promptly diagnosed and resolved the fault.

During the handover, the habitation door was opened and closed multiple times without issue, as it had been while on our forecourt. The process went smoothly, and the customer was clearly happy with his purchase, as shown in the attached photo.

However, on his journey home, the EML reappeared, and he encountered an issue with the habitation door, which wouldn't open when he stopped. He reported these problems to us, along with a few cosmetic concerns he had noticed.

He also flagged the gas regulator as "out of date." This was incorrect. While the NCC recommends replacing gas regulators after 10 years, if they test within tolerances--as was the case here--replacement isn't required. The customer also pointed out that the spare tyre was outdated. This was an oversight on our part, and we agreed to replace it.

We immediately committed to resolving these issues. To minimise inconvenience, we sent a driver from Devon to Scotland to collect the motorhome. During the return journey, the EML did not reappear.

Back at our workshop, we found the EML was triggered by a minor sensor fault, which was quickly repaired. The 14-year-old habitation door mechanism had failed without prior warning; something that can happen unexpectedly. Unfortunately, the replacement part wasn't readily available and had to be ordered from the manufacturer, which takes time.

While waiting for the part, the customer informed us that he no longer wanted the motorhome. Respecting his wishes, we issued a full refund and without any hassle. Although we offered compensation for his inconvenience, he declined.

As a reputable business, we would have preferred to repair the motorhome and return it to the customer. However, we prioritised his satisfaction over our own interests.

Despite our efforts, the customer left a scathing one-star review on Google, making defamatory remarks about both me personally and our business. His reference to me as "the Scarlet Pimpernel" is absurd. I had provided him and called him with my personal mobile number, but he called the office while I was at the NEC show, a hectic event where I was managing a stand, speaking with hundreds of people daily, and overseeing my team. I had no missed calls from him during that time. But when I received the message to call him on Fun, I rang him twice that day!

My team, including experienced managers, was available to assist him, but he insisted on speaking only to me, even when it wasn't practical.

In summary, the motorhome had minor, previously undetected faults that were easily fixable. The customer requested a refund, which we honoured without delay. Despite our best efforts to resolve the situation, he chose to publicly express his dissatisfaction, attempting to harm both our business and my personal reputation.

While we acknowledge his disappointment, we believe we acted fairly and responsibly throughout. Unfortunately, as the saying goes, you can't please everyone--but that won't stop us from trying.

 

[Bramidan]

As promised, here is the other side of the story.

Gingernut purchased this Burstner motorhome from us at Select Motorhomes Ltd. We arranged a collection date and fully prepared the vehicle in our workshop.

On collection day, the Engine Management Light (EML) came on. Anyone familiar with motorhomes will know this isn't uncommon, especially after a period of inactivity. It's typically a minor issue. Our technicians promptly diagnosed and resolved the fault.

During the handover, the habitation door was opened and closed multiple times without issue, as it had been while on our forecourt. The process went smoothly, and the customer was clearly happy with his purchase, as shown in the attached photo.

However, on his journey home, the EML reappeared, and he encountered an issue with the habitation door, which wouldn't open when he stopped. He reported these problems to us, along with a few cosmetic concerns he had noticed.

He also flagged the gas regulator as "out of date." This was incorrect. While the NCC recommends replacing gas regulators after 10 years, if they test within tolerances--as was the case here--replacement isn't required. The customer also pointed out that the spare tyre was outdated. This was an oversight on our part, and we agreed to replace it.

We immediately committed to resolving these issues. To minimise inconvenience, we sent a driver from Devon to Scotland to collect the motorhome. During the return journey, the EML did not reappear.

Back at our workshop, we found the EML was triggered by a minor sensor fault, which was quickly repaired. The 14-year-old habitation door mechanism had failed without prior warning; something that can happen unexpectedly. Unfortunately, the replacement part wasn't readily available and had to be ordered from the manufacturer, which takes time.

While waiting for the part, the customer informed us that he no longer wanted the motorhome. Respecting his wishes, we issued a full refund and without any hassle. Although we offered compensation for his inconvenience, he declined.

As a reputable business, we would have preferred to repair the motorhome and return it to the customer. However, we prioritised his satisfaction over our own interests.

Despite our efforts, the customer left a scathing one-star review on Google, making defamatory remarks about both me personally and our business. His reference to me as "the Scarlet Pimpernel" is absurd. I had provided him and called him with my personal mobile number, but he called the office while I was at the NEC show, a hectic event where I was managing a stand, speaking with hundreds of people daily, and overseeing my team. I had no missed calls from him during that time. But when I received the message to call him on Fun, I rang him twice that day!

My team, including experienced managers, was available to assist him, but he insisted on speaking only to me, even when it wasn't practical.

In summary, the motorhome had minor, previously undetected faults that were easily fixable. The customer requested a refund, which we honoured without delay. Despite our best efforts to resolve the situation, he chose to publicly express his dissatisfaction, attempting to harm both our business and my personal reputation.

While we acknowledge his disappointment, we believe we acted fairly and responsibly throughout. Unfortunately, as the saying goes, you can't please everyone--but that won't stop us from trying.

Well I have no axe to grind, seems to me that the purchaser regretted his purchase and the whole experience coloured his attitude.
Not sure what more the dealer could do.
No mention of the additional owner or am I missing something?

 

[1967bowesj]

As promised, here is the other side of the story.

Gingernut purchased this Burstner motorhome from us at Select Motorhomes Ltd. We arranged a collection date and fully prepared the vehicle in our workshop.

On collection day, the Engine Management Light (EML) came on. Anyone familiar with motorhomes will know this isn't uncommon, especially after a period of inactivity. It's typically a minor issue. Our technicians promptly diagnosed and resolved the fault.

During the handover, the habitation door was opened and closed multiple times without issue, as it had been while on our forecourt. The process went smoothly, and the customer was clearly happy with his purchase, as shown in the attached photo.

However, on his journey home, the EML reappeared, and he encountered an issue with the habitation door, which wouldn't open when he stopped. He reported these problems to us, along with a few cosmetic concerns he had noticed.

He also flagged the gas regulator as "out of date." This was incorrect. While the NCC recommends replacing gas regulators after 10 years, if they test within tolerances--as was the case here--replacement isn't required. The customer also pointed out that the spare tyre was outdated. This was an oversight on our part, and we agreed to replace it.

We immediately committed to resolving these issues. To minimise inconvenience, we sent a driver from Devon to Scotland to collect the motorhome. During the return journey, the EML did not reappear.

Back at our workshop, we found the EML was triggered by a minor sensor fault, which was quickly repaired. The 14-year-old habitation door mechanism had failed without prior warning; something that can happen unexpectedly. Unfortunately, the replacement part wasn't readily available and had to be ordered from the manufacturer, which takes time.

While waiting for the part, the customer informed us that he no longer wanted the motorhome. Respecting his wishes, we issued a full refund and without any hassle. Although we offered compensation for his inconvenience, he declined.

As a reputable business, we would have preferred to repair the motorhome and return it to the customer. However, we prioritised his satisfaction over our own interests.

Despite our efforts, the customer left a scathing one-star review on Google, making defamatory remarks about both me personally and our business. His reference to me as "the Scarlet Pimpernel" is absurd. I had provided him and called him with my personal mobile number, but he called the office while I was at the NEC show, a hectic event where I was managing a stand, speaking with hundreds of people daily, and overseeing my team. I had no missed calls from him during that time. But when I received the message to call him on Fun, I rang him twice that day!

My team, including experienced managers, was available to assist him, but he insisted on speaking only to me, even when it wasn't practical.

In summary, the motorhome had minor, previously undetected faults that were easily fixable. The customer requested a refund, which we honoured without delay. Despite our best efforts to resolve the situation, he chose to publicly express his dissatisfaction, attempting to harm both our business and my personal reputation.

While we acknowledge his disappointment, we believe we acted fairly and responsibly throughout. Unfortunately, as the saying goes, you can't please everyone--but that won't stop us from trying.

Simon Select
I personally don’t know you and have followed most of the customers threads but tried not to comment out of place.
It is sad but very commendable that you have taken the time to address the company side of events.
I would not have expected you to retrieve said motorhome which must have been at a cost.
You have commanded yourself admirably in this and I wish you well with the sale.

John

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