What do you look for in a dealer when buying a van?

[Southdowners]

As Funflair said earlier, some makes of motorhome have only one dealership in the UK.

We've had experience of two such UK dealers - one of whom we would never buy from again and the other we most certainly will.

The first dealership's attitude was absolutely appalling once the vehicle had been purchased. None of the problems we had with either vehicles were rectified. We travelled hundreds of miles to and from their location time after time for the same issues. In the end we gave up, sold our vehicle and bought from another make/model of vehicle entirely. We are very pleased with both our vehicle and the dealership now.

For us it is the aftersales support that is the most important.

 

[mitzimad]

As Funflair said earlier, some makes of motorhome have only one dealership in the UK.

We've had experience of two such UK dealers - one of whom we would never buy from again and the other we most certainly will.

The first dealership's attitude was absolutely appalling once the vehicle had been purchased. None of the problems we had with either vehicles were rectified. We travelled hundreds of miles to and from their location time after time for the same issues. In the end we gave up, sold our vehicle and bought from another make/model of vehicle entirely. We are very pleased with both our vehicle and the dealership now.

For us it is the aftersales support that is the most important.

that is reputation then weve had three vans only one from a dealer to be honest it was an older van and we didnt have a great deal of contact with them after we bought it but we were happy with the depth of info from the hand over and not rushed at all i was happy to buy from the dealer uk campers as they seem to have reasonable feed back but it was more they had the van we wanted
but if reputatiojn was everything how come there are flourishing dealerships with stinking reviews?

 

[pagey]

deleted

 

[StephDeLux]

We have the following criteria:

• reputation documented by actual cases we know. Honesty is included in reputation, as well as competence
• capacity to deliver: what is the team at the workshop? How are they trained? there we have to believe or not what they tell us, but if they have nothing to say on those account, end of story.
• we avoid dealers who resell more than 2-3 brands. People training would be hard to do well and they would have a relatively low volume of business with each brand, meaning their requests might not get a high priority
• sales people incapable of hearing what we want will find it very hard to sell a MH to us. We've had a dealer incapable of producing an offer without some options packs that apparently everybody takes but in which we have no interest.
• product knowledge is important
• ability to offer added value in the form of better alternatives to ex-works extras. This can only work if we trust the competence and ability to deliver, of course.

 

[Cheshirecat57]

Simon
I suspect your research on here has given the answer ( ie no single answer) that you already knew you were going to get

You know from your experience I suspect that everyone is different and everyone's expectations are different

In the 40 years I have been retailing in the motor trade, the buyer's demands and needs have changed beyond recognition.

Your company is clearly striving hard to meet those changes, I for one hope that the ones that don't, go bust

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[Southdowners]

that is reputation then weve had three vans only one from a dealer to be honest it was an older van and we didnt have a great deal of contact with them after we bought it but we were happy with the depth of info from the hand over and not rushed at all i was happy to buy from the dealer uk campers as they seem to have reasonable feed back but it was more they had the van we wanted
but if reputatiojn was everything how come there are flourishing dealerships with stinking reviews?

You quoted my post so I assume your response was to it. I'm not sure what your main point is but in response I would say that, in our case, it isn't a choice made by reputation.

I qualified what I said in the first sentence... Some makes of motorhomes have only one dealership here in the UK. Therefore if you want to buy you have no choice but to use the only dealer that supplies them... or go abroad.

There are definitely dealers who flourish despite a bad reputation. The first dealership we bought from is a case in point. However, people will still buy from them because they are the only ones supplying that make/model.

 

[mitzimad]

You quoted my post so I assume your response was to it. I'm not sure what your main point is but in response I would say that, in our case, it isn't a choice made by reputation.

I qualified what I said in the first sentence... Some makes of motorhomes have only one dealership here in the UK. Therefore if you want to buy you have no choice but to use the only dealer that supplies them... or go abroad.

There are definitely dealers who flourish despite a bad reputation. The first dealership we bought from is a case in point. However, people will still buy from them because they are the only ones supplying that make/model.

apologies i didnt mean to quiote you not sure how i did

 

[Scotch mist]

What is more important? I recently upset someone who had said he wanted to buy a brand new Bailey from Howard's given our reputation, however he lived in Scotland and I said no as we couldn't maintain our service levels at that distance!

I think that’s very short sighted, I made my choice to buy my new MH from pullingers (800m return journey))
Rather than BC motorhomes (20 miles away) ,I wanted a new Dethleffs so had to buy from a approved dealer , I didn’t like or trust BC , who incidentally are now in administration , pullingers have been fantastic to deal with
So much so I am picking up my second new motorhome from them on Thursday

 

[Ninjabob]

Being a bit of a pedant it says on your website that Bailey have been producing Motorhomes for 65yrs. They might have been making caravans for 65yrs but Motorhomes only since 2011.?

 

[Simon Select]

I think that’s very short sighted, I made my choice to buy my new MH from pullingers (800m return journey))
Rather than BC motorhomes (20 miles away) ,I wanted a new Dethleffs so had to buy from a approved dealer , I didn’t like or trust BC , who incidentally are now in administration , pullingers have been fantastic to deal with
So much so I am picking up my second new motorhome from them on Thursday

Not really. What happens when for instance the customer can't remember how to drain their onboard water tank? What happens if they scuff their new vehicle (We would normally look at getting our guys to help ((We always keep a bit of money back for good will (((Stuff that isnt covered by warranty)))
I think its harder to keep the level of service we want to uphold.

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[Simon Select]

I think that’s very short sighted, I made my choice to buy my new MH from pullingers (800m return journey))
Rather than BC motorhomes (20 miles away) ,I wanted a new Dethleffs so had to buy from a approved dealer , I didn’t like or trust BC , who incidentally are now in administration , pullingers have been fantastic to deal with
So much so I am picking up my second new motorhome from them on Thursday

If you lived in Cornwall, would you drive to Lands end to buy a washing machine?

 

[Apache]

For me first impressions are important. After we bought our new motorhome at the NEC and had taken delivery we had an issue which needed a warranty claim. Because the supplying dealer was a long way from home I approached ( over the phone ) another dealership which is much closer and has a franchise for the same make. To be quite frank , after his response and attitude I will never go near his premises again because I believe him to be a “ Quick Buck Shister “ I came away from that phonecall feeling like a little boy who had been told off. , not the way to encourage new prospective customers !
As it happens I could fully appreciate his argument about doing warranty work which would cost him time which he couldn’t reclaim from the manufacturer and hadn’t even sold me the van in the first place , but it was the whole surly arrogance in his manner which made me think never again

 

[Scotch mist]

If you lived in Cornwall, would you drive to Lands end to buy a washing machine?

I didn’t think this thread was about washing machines !

The thing is I DID drive 400 miles each way twice , so that could have been 2 sales you have lost
There is no point in asking our opinions if you don’t want to here them or just poo poo them

 

[romany]

If you lived in Cornwall, would you drive to Lands end to buy a washing machine?

well I certainly wouldn't compare buying a washing machine to buying a motor home even if some makes of motor homes try and give the impression they are a washing machine (amount that leak) looking more closely at this post I think it has a lot more to do with advertising your company than really wanting feedback. As I stated before you don't have to read many forum posts to find out the industry problems juts google wet motor homes you will be drowned by the responses

 

[Enword]

Simple, To be as keen, helpful & caring after I spent my money as they were before I spent it!

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[eddie]

looking more closely at this post I think it has a lot more to do with advertising your company than really wanting feedback.

To be fair, It was my idea, I suggested to Simon that as a new dealer, why not simply ask the question "what do you look for in a dealer?" That way if people want things that dealers don't offer, Howards Motorhomes can look to offer it?

 

[Larrynwin]

I voted for all three options as all are very important .
Unfortunately with some dealers is the fact that before you buy you always meet a nice guy, the second hand car salesman type , a real nice guy who tells you everything you want to hear. Unfortunately once your hard earned cash has changed hands that real nice guy and his buddies are not quite so nice.
I bought two RVs from West Country dealers and they were true to the picture above.
I bought my present motorhome from a dealer local to me who I had visited many times just to waste the time of day and browse, always a good reception and this time I got lucky , a five star dealer before and after the sale/purchase.
Luck was involved as I really didn’t know what the dealers aftersale service was like but I do now and his reputation is posted on this forum by me and several happy funsters who have bought from him.
Reputation and recommendation could therefore be vital for future buyers reading this forum.

 

[romany]

To be fair, It was my idea, I suggested to Simon that as a new dealer, why not simply ask the question "what do you look for in a dealer?" That way if people want things that dealers don't offer, Howards Motorhomes can look to offer it?

To be fair Eddie looking at the reviews of your business I think you could have probably pointed them in the right direction your self

 

[Simon Select]

To be fair Eddie looking at the reviews of your business I think you could have probably pointed them in the right direction your self

To be fair I do get a lot of pointers from a certain person! Very hard to try and convince yourself your doing well you see a certain relatives god like status and reputation lol

 

[Scotch mist]

Not really. What happens when for instance the customer can't remember how to drain their onboard water tank? What happens if they scuff their new vehicle (We would normally look at getting our guys to help ((We always keep a bit of money back for good will (((Stuff that isnt covered by warranty)))
I think its harder to keep the level of service we want to uphold.

If I had bought from my local Dethleffs dealer I’d be in real trouble now, my instinct told me not to
And it turns out I was rite as they are now in administration, it’s not you that has to travel but me and it’s my choice, I am happy with my choice of dealer (Pullingers) , I understand its your choice not to sell to people if you think they are to far away , Pullingers were happy to deal with me ,one year on & £160,000 worth of MH’S
We are both happy , good luck with your new job & Genuinely wish you well

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[Simon Select]

well I certainly wouldn't compare buying a washing machine to buying a motor home even if some makes of motor homes try and give the impression they are a washing machine (amount that leak) looking more closely at this post I think it has a lot more to do with advertising your company than really wanting feedback. As I stated before you don't have to read many forum posts to find out the industry problems juts google wet motor homes you will be drowned by the responses

Not really, all I have said is I didn't feel I could offer the level of service to a customer that far away. I have tried to be honest instead of thinking about another sale.

 

[Rosemary1]

All three are important and we take all of them into consideration. I would not buy a cheaper than expected van from a dealer with a poor reputation. I would not pay a grossly inflated price for a van to a dealer who is ‘Calsberg’ standard and although I would be prepared to travel for good services would avoid the other side of the country.

I am luckily in that I live near what I believe is a good dealer who sells suitable motorhomes and provides a good standard of handover and aftercare. Not always the cheapest in their prices and running costs but fair and I am satisfied with them. Funny enough my brother in law travels there for his services mots warranty work etc from further away having found they are better than where he originally purchased.

It also helps that’s the staff always remember us on visits (they have a shop and cafe) and will take the time to chat and make sure everything is ok with the van

 

[Crazylegs]

Our business provides a service to franchised car dealers, so we are working with various brands from Dacia to Bmw. What we notice is the constant movement of sales staff and to a lesser extent technicians. Whilst companies are continually training new staff they cannot possibly be offering the optimal service to their customers.
Any sales organisation that comes up with a staff package that keeps folk loyal and committed to their employers will have nailed it.

 

[Mr Colpot]

Having had 13 Motorhomes in 11 years we have spent a fair few of our hard earned pounds with Dealers. Never having had a new van we have always bought from Dealers (or private individuals) who have had the Van we have desired at the time. Therefore we tend to rate Dealers on their after sales service more then anything else. Indeed our latest perfect Van was bought from a Dealer with a bad rep as it was the only one for sale at the time but I knew this when I did the deal.

If you are in the Market for pointers I would say - treat all your recent purchasers with the same courtesy (be it a new or pre owned sale) and reserve a bit of Workshop time for faults which occur in the first couple of weeks after a sale. I find it annoying after spending nearly £45k on a Motorhome to have an issue that needs looking at early doors to be told "we are taking bookings for a fortnights time"

As for refusing to sell to someone who is a distance away - I find that disappointing - I live in Sussex and have bought Motorhomes from Newark and Taunton happily knowing I would need to take a trip if anything needs doing (indeed I went up to Newark a couple of times for warranty work). As long as the Purchaser knows the journey involved why wouldn't you sell to them.

 

[SpeedyDux]

On the distance and sole dealership point, we really loved the stylish Wingamm Micros MH we saw at the NEC a while back, and almost whipped out the chequebook.

Trouble was, the sole UK dealership is in Scotland. The Belgian dealer for Wingamm could have been handier for after sales service / warranty work, but neither was near enough for peace of mind. Perhaps we should have done the deal and kept fingers crossed that all would be well, but it is a rather expensive small, rare coachbuilt. The comfort of after sales support without needing to drive hundreds of miles to a different country seemed quite important.

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[JJ]

I have only ever bought one van from a "dealer".

Chris Cook at Ikonic Kampers who operate out of a private house near Hull.

I had been looking for a Hymer 660S at a price I could afford for several years.

I saw one for sale at Ikonic and phoned them. Chris Cook told me it was the best example of this van they had ever got their hands on. Apparently they had had it for over four months. I asked why, if it was in such good condition, hadn't it been bought sooner.

He told me it was because they had put a high price on it. He claimed anyone who knew about these Hymers and wanted one would be willing to buy it at the price.

I set off from Bath that evening.

Arriving in the afternoon next day I looked at the van. It was immaculate.

When I asked if he could knock the price down a little for me he told me...

"No way JJ... I have got you already... you know about Hymer 660's so you know how good this one is AND you have driven all the way from Bath so I know you are serious. I am not reducing the price one penny."

Brilliant sales spiel!

I had decided to buy even before the test drive!

What money's worth I am getting from this classic Hymer.

The condition of the vehicle and the personality of the dealer were the deciding factors for me.

JJ