Caravan Warranty - Should a Third Party Be Arranged for Repair?

Euphemistic on 09/08/2024 - 16:16
Last edited 09/08/2024 - 18:00 by 1 other user

We have a caravan that is under warranty. Purchased new from a dealer 2hr from home.

The caravan has a couple of issues that need rectifying. I notified the manufacturer some time ago (months) and finally took it back for repairs 2 weeks ago. Now I've been advised they've done a temp fix to one problem with parts to be ordered, a second has been fixed and a third is unable to be fixed by them and I need to take it to another service centre. They claim they cannot ship it to the third party place because 'staffing' or 'expense'. It's about 40min from their dealership and they are suggesting I could drive 2hr, move the van 40min then presumably come back home and wait for repairs.

The parts could take some time to come in (more months) and could either be sent to them, or to a more local repairer. They're apparently waiting for my instruction to determine where to send the parts - local or to them. I want to know how long ita going to take for the parts. If its a couple of weeks, send it there. If its months, local.

Ultimately, they had the warranty claim for months and now the van for 2 weeks and done virtually nothing.

Question for the OzB consumer lawyers out there: should they be arranging for the third party repair or is it on me?

Ultimately, I want it fixed and want them to organise the repair with any third party. I don't want to have to deal with third party repairers and then have the hassle of dealing with who is going to pay.

Automotive Caravan Warranty

Comments

  • oscargamer on 09/08/2024 - 16:40
    +2

    Please read this

    https://www.accc.gov.au/consumers/specific-products-and-acti…

    and post back

    • Euphemistic on 09/08/2024 - 17:54

      Ok. Had a read. I would consider the problems are minor. That is, inconvenient and do not prevent use of the caravan. The parts on order are an integral part of the caravan. The part requiring repair by the third party is an accessory built in, supplied as a unit (think oven, AC, fridge)

      Yes, being a little reluctant to reveal details at this point.

      The rest of the article kinda points to the dealer being responsible, but doesnt really indicate about the owner being responsible to transport between repairs.

      • oscargamer on 09/08/2024 - 18:54
        +4

        You are NOT responsible for any transport for warranty items and don't be fobbed off by the dealer

        • solidussnake on 10/08/2024 - 08:25

          Agreed if they cant take it becuase of "staffing" issue they need to put it on a tow truck and pay the $$

        • HeWhoKnows on 10/08/2024 - 17:12

          Not exactly correct.
          OP is responsible for returning it to the dealer or the nearest service centre.
          Once delivered there its up to the dealer to get it repaired.

  • geekcohen on 09/08/2024 - 16:49
    +2

    Contact the manufacturer directly and say you are unhappy with the dealer's response thus far. Explain the situation and then see what they will do about it

    Ultimately, the warranty is from the manufacturer rather than the dealer.

    • oscargamer on 09/08/2024 - 17:00
      +2

      Sorry - wrong. The dealer must legally deal with the customer re: warranty work. It's a common thing for a seller to try and fob off the customer to the manufacturer. But that's not what the OP has an issue with here.

      • happydude on 09/08/2024 - 18:55

        The customer can go where ever they like.

        If OP has hit a brick wall they can absolutely speak to the manufacture/importer to express dissatisfaction with the process thus far, or to seek an alternative agent for resolution.

        • oscargamer on 09/08/2024 - 18:57
          +1

          OP can do whatever they want, as you say.

          My comment was aimed more at "Ultimately, the warranty is from the manufacturer rather than the dealer." which is either wrong or irrelevant. The customer only needs to deal with the dealership

          • happydude on 09/08/2024 - 18:58
            -2

            @oscargamer: No, an express warranty is usually provided by the manufacturer. The dealer acts as their agent.

            The retailer has obligations for claims under ACL.

            The customer should take the path of least resistance.

            • oscargamer on 09/08/2024 - 19:27

              @happydude: Ha? What? An express warranty. WTF is that?

              • happydude on 09/08/2024 - 23:54

                @oscargamer: Seems you don't know consumer law as well as you assert.

                Its the written warranty provided as part of buying the goods. It is in addition to the consumer guarantees but remains enforceable under s 59 of the Australian Consumer Law.

                For example, Crusader Caravans (the manufacturer) provides this express warranty for their caravans. https://crusadercaravans.com.au/crusader-warranty

                "express warranty" , in relation to goods, means an undertaking, assertion or representation:

                (a) that relates to:

                (i) the quality, state, condition, performance or characteristics of the goods; or

                (ii) the provision of services that are or may at any time be required for the goods; or

                (iii) the supply of parts that are or may at any time be required for the goods; or

                (iv) the future availability of identical goods, or of goods constituting or forming part of a set of which the goods, in relation to which the undertaking, assertion or representation is given or made, form part; and

                (b) that is given or made in connection with the supply of the goods, or in connection with the promotion by any means of the supply or use of the goods; and

                (c) the natural tendency of which is to induce persons to acquire the goods.
                Source: https://www8.austlii.edu.au/cgi-bin/viewdoc/au/legis/cth/con…

                More here - https://www.accc.gov.au/consumers/buying-products-and-servic…

        • Euphemistic on 09/08/2024 - 19:42

          When i initially contacted the manufacturer (interstate) they asked me to contact the dealer, which i did.

          • oscargamer on 09/08/2024 - 19:43

            @Euphemistic: Which is the correct thing to do

            • Euphemistic on 09/08/2024 - 19:48

              @oscargamer: And thats fair enough. I had hoped the process would be a little easier. It doesnt seem very good business practice to ask a customer to return for warranty work and not have anything ready.

              I should also add that in intial contact they were ordering the part and woild let me know when it was ready, but that person apparently left and its just been a shambles since

      • geekcohen on 12/08/2024 - 08:02
        +1

        I don't disagree. I was saying that the OP should go to the Manufacturer and complain about said dealer. Then the manufacturer can get onto the dealer and sort it.

    • HeWhoKnows on 10/08/2024 - 17:14

      Warranty responsibility falls firstly on the manufacturer, then on the retailer.

      So correct.

  • JimmyF on 09/08/2024 - 19:32

    Question for the OzB consumer lawyers out there: should they be arranging for the third party repair or is it on me?

    If you read your warranty document, you'll have a 'return to base/depot' warranty arrangement, so yes it is on you to return the van to the manufacturer approved repairer, which you have done, even if this is hours away.

    Jayco for example, has this clause

    This warranty does not cover, reimburse, or compensate for towing or travel costs to and from a repairer for inspection, assessment, and repairs.

    The repairer as in, a authorised Jayco dealer/warranty point.

    As for now having to take it to a 3rd party for repairs, I guess I see it like this. You take it yourself now and get the work done now or you push them to take it, and it might be weeks or months until they find the 'time' to take it, and then go pick it up again.

    Should you have to? No, not really, your part was returning the van to an authorised manufacturer repair point. Which you did. But sometimes pick your battles, if they are willing to fix it, then is this battle worth having vs not getting a repair?

    • Euphemistic on 09/08/2024 - 19:37

      Im kinda resigned to dragging it to the right place to get it done in a reasonable timeframe. What i really want them to do is to organise the works with that place so there is no question of who is paying.

      Its really frustrating though to have booked it in a month in advance (after notifying weeks amd weels earlier) and dragged it to them and have basically nothing done yet and still have them wanting me to organise stuff.

      Ita also frustrating that the manufacturers dealer that was local has shut for now. Supposedly opening up again soon but that doesn't help.

      • JimmyF on 09/08/2024 - 19:48

        What i really want them to do is to organise the works with that place so there is no question of who is paying.

        That is a fair call, I would assume if they are saying a 3rd party has to do the work, then they would have arranged that side of things and you just drop the van off and pick it up. They get billed etc.

        Its really frustrating though to have booked it in a month in advance (after notifying weeks amd weels earlier) and dragged it to them and have basically nothing done yet and still have them wanting me to organise stuff.

        Having known people who have had caravan repairs done (folks friends), honestly this is the normal for warranty work. Wait weeks for an appointment, only for them to tell you after having the van for days on end they don't have the parts to fix it, even when you told them what was wrong with it before arriving, so you then to go back again to get the job fixed once the parts arrive etc.

        Im kinda resigned to dragging it to thw right place to get it done inna reasonable timeframe

        Yep, pick your battles, as they can certainly make it hard for you if they want to. Just get the van fixed and enjoy it.

        • Euphemistic on 09/08/2024 - 19:51

          Yep, pick your battles, as they can certainly make it hard for you if they want to. Just get the van fixed and enjoy it.

          At this point im relucrant to pick it up until i get a little more concrete info on when and where the actual repairs will occur. It really doesnt help that i basically need a whole day to go collect it.

          • JimmyF on 09/08/2024 - 20:08

            @Euphemistic:

            At this point im relucrant to pick it up until i get a little more concrete info on when and where the actual repairs will occur. It really doesnt help that i basically need a whole day to go collect it.

            Thats fair, if its not fixed, no point in picking it up.

            Tell them you're happy to transport the van to the other place once they have arranged the work order etc.

            • Euphemistic on 09/08/2024 - 20:22

              @JimmyF: Im hoping they can find a more local third party rather than pock it up, drag it across town and then have to go home for a week and come back to pick it up again.

              • JimmyF on 09/08/2024 - 20:29

                @Euphemistic: Hopefully they can find something more local, but based on the folks friends warranty claims, they are all useless, carry zero parts, and all things seem to days as well as needing many trips. The folks friends dealer was about 3 hours away (each way) as well, so a day trip to drop it off, another day trip to pick it up and lots of costs in fuel etc.

                They had an AC fail and after the dealer having the van for many days, when they picked it up, they got told they had no AC in stock, so come back in a months time for the repair! So 4 round trips for them to get a failed AC fixed, just shocking!

                • Euphemistic on 09/08/2024 - 20:44

                  @JimmyF: Yeah. Its pretty bad. I dont understand how in this day and age they cant get parts quicker - or at least order them on 'standby' based on photos/video of the fault. That way if you drive for hours the parts are ready for shipping or in stock

                  Ive been told the parts theyre ordering could be a couple of weeks, or it may take months. Basically i dont really care what it is, just be up front and ill organise from there.

                  • JimmyF on 09/08/2024 - 20:58

                    @Euphemistic:

                    I dont understand how in this day and age they cant get parts quicker - or at least order them on 'standby'

                    No idea either. It seems they just don't carry stock. I was shocked the dealer didn't have a AC in stock, as they are just a bolt in item. I can't see them fixing them in 90% of the cases. Time you track down a gas leak, you have spent more than a new AC!

                    Ive been told the parts theyre ordering could be a couple of weeks, or it may take months.

                    I feel the dealer puts a request in to the main company, who then has to approve it etc, then the parts are sent out etc.

                    Its the only reason I can think why a dealer wouldn't say, give us another week, we had to order a new AC in for you. Rather than come and get your van and bring it back in a month or so.

                    • Euphemistic on 09/08/2024 - 21:11

                      @JimmyF:

                      I feel the dealer puts a request in to the main company, who then has to approve it etc, then the parts are sent out etc.

                      This is painful I had a clutch replaced under warranty. Had the ute for almost 4 weeks. As far as i could tell, it was pulled apart amd just sat there taking up space in the workshop while the emails went back and forward waiting for approval of some sort its a one day job max. Its a part that is a wear item so should be avaiable tomorrow. Once they pulled it apart they had to put it back together so why not stick a new one in and make the customer happy then argue with head office about who is paying for the part.

                      • JimmyF on 09/08/2024 - 21:32

                        @Euphemistic: Crazy isn't it!! :(

                        • Euphemistic on 09/08/2024 - 23:09

                          @JimmyF: Craziest part was they tried to tell me head office wanted video of the problem so they were going to reassemble it with the existing parts! Were somewhat miffed when i called BS on that.

                          Oh, and this is after i rang them after a few days for an update and got no return call. I went in and asked for an update and they outright lied because the ute was still sitting in the same spot and i was to believe theyd rolled it there without a gearbox in it.

                      • solidussnake on 10/08/2024 - 08:27

                        @Euphemistic: Was it an Isuzu ?

              • Murkymerv on 11/08/2024 - 09:16

                @Euphemistic: It doesn’t sound like caravans are your thing , I have friends in Geelong that have had issues with their caravan too , al be it second hand . But eventually got them fixed , but I totally understand why this would sour your experience being a new purchase !

                • Euphemistic on 11/08/2024 - 09:21

                  @Murkymerv: Id be more than happy to repair items on an older van. Up until recently ive mostly had second hand vehicles.

                  New + warranty isnt my thing. Why is it such a pain in the butt to get something fixed properly under warranty?

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