Where to go for warranty work?

Hi all,

We have a new Warwick XL.  A couple of questions if I could:

1.  The van came from SMC in Newark, but we live in Milton Keynes -- and driving time to the AS service centre in Willersey is exactly the same as SMC.  There are a small number of snagging items (including an annoying rattle from above the drivers head somewhere ) -- and I wondered  where others would take their pride and joys for ongoing servicing...... SMC or Willersey 
2.  I have been reading a warranty document on line and there is mention of a free running in service -- after 30 days.  SMC did not mention this to me.  Is this something I should get done.  I was proposing to have a few more trips in it and see if anything else crawls out the woodwork before taking it in.  

Thank you :)

This is a topic of interest to me also.
My dealer (who is only 20 miles away) is still waiting for parts from Autosleepers after 3 months. It's hard to believe the dealer and I would like to try to deal with Autosleepers directly but I know the law states your contract is with the dealer.
I haven't pushed it in case it turns out that AS really are a nightmare to deal with.

Hi,
Having bought our van privately we had to ask around locally to see who would help us with warranty work, either that or take it back to Preston (Marquis) who had the legal obligation to help (230 miles each way or 8 hr round trip) Our local Marquis at Winchester were ace and within a week of asking for help Mark at A/S called to book our van in, Monday this last week we stayed at Broadway camp site ready for Tuesday at A/S. Over night the Sargent unit went ---s up so on arriving at A/S told them and although they were so busy they managed to replace sliding door glass (leaking window), replace fridge vent surrounds (recall) install fans in top fridge vent (paid work) and when finished Mark told me they had installed a new Sargent unit.
We are very pleased with A/S and would highly recommend them.  We will be taking to Willersay every time.   Not heard of or read about this 30 day running in service, sorry.

Regards  Windy

I think I am right in saying that the 30 day (or 600 miles) running-in service was part of the warranty requirements from 2015?.  When we bought our van, a 2016 model, A-S had relaxed the terms and it was no longer necessary for compliance. It was in the Auto-Sleeper service book with the van. Most dealers including ours still offered the free service but due to the mileage involved, I would have been back at the dealers long before 30 days were up. Not much time to find out any snags.

We spend the first night at the dealers to make sure that everything works.

Hubert

J

Outtheoffice wrote:".....................and I wondered  where others would take their pride and joys for ongoing servicing...... SMC or Willersey 

In one word..... Willersey

Hoopman wrote:J

Outtheoffice wrote:".....................and I wondered  where others would take their pride and joys for ongoing servicing...... SMC or Willersey 

In one word..... Willersey

Yes, but can you just go direct to AS or do you need to get a referral from your dealer?

AutoSleepyDon wrote:

Hoopman wrote:J

Outtheoffice wrote:".....................and I wondered  where others would take their pride and joys for ongoing servicing...... SMC or Willersey 

In one word..... Willersey

Yes, but can you just go direct to AS or do you need to get a referral from your dealer?

For warranty work, you need a referral.

I've not had them do any work for me because of relative location but SMC are a family run business with probably the best workshop facility and are well thought of but Auto-sleeper, having said that, I endorse all the good comments about Willersey although they are very busy and you have to wait a long time for an appointment.

Thanks all, yes I believe that SMC would need to refer the case to AS.  SO if I need to take it to Newark for them to look at the job first to refer it -- it negates the  advantage of going straight to Willersey.  As you say SMC have a good reputation - so I think I will let them have it in the first instance and see where we end up.  Not that there is anything major wrong with it --- just a rattle from area above the drivers head that is soooooo annoying.  Thanks again for thoughts.

Though we had to use the dealer initially, we had most of our warranty work carried out at Willersey. We purchased our van new from Dolphin Motorhomes, Christchurch. They were our contact at the NEC Show in October 2013, and as we were concerned about the distance, they introduced us to the guys at MotorPlus ( now Derby Motorhomes) not far from us. We used them a couple of times, once for minor niggles and once as a formal referral to AS for a more serious issue. This was the internal fixing screws for the window over the cab which were protruding through the black GRP to the outside - at the time, it seems, was a common issue with a number of 2014 coachbuilts, however while we are on the subject, best to check yours!
Apart from those times, the rest of our warranty work was carried out by Mark and his team at Willersey mostly around the annual habitation checks we had at AS. They were brilliant, and as we seem to have an unusually large number of niggles from blistering paintwork on both front wings (replaced by AS) to minor issues like screws missing, or broken, in cupboard hinges, we have got to know them well! Like Windy we also had our control unit replaced, the Truma panel part (lots of error codes!).

Now out of warranty, we will continue to go direct to Willersey for both any repairwork and annual habitation checks. We have total confidence in them and are prepared to wait for appointments. To be perfectly honest, without Mark at AS, fortunately just an hour away from us, we might have sold the van a year ago. We love our Broadway, but would not have purchased it if we had known what we would have had to go through with all the problems both with its construction and the Peugeot engine sensors. All Ok now, fingers crossed, but what a journey, made much easier by the AS Service Centre at Willersey anf our local Peugeot dealer.

Pete

P.S. we are due to visit Willersey in March next year for another habitation check. We will ask them to check out the 80w solar panel which I think hasn’t worked since we purchase it new in 2014! My fault completely, for not getting it looked at earlier within the warranty period. We have always used EHU so it hasn’t bothered me too much, I suppose I have ignored it, just like the persistent wastewater indicator issues! Anyway it needs looking at, in case we go to Scotland next year and use some remote sites on the west coast.
Anyway, hopefully Mark at AS will sort it.

We too bought our MH from SMC.  The first service was carried out by AS at Willersey, when damp was found in the bathroom.  The recommendation was to have it checked again 3 months later.  AS arranged for that to be done at Marquis, Preston, which is a lot closer to us.  The check was done, and the damp was still present, so we had to book it in to have it sorted out.  A date was arranged, we took the MH in and it was all done a few days later.  The work was done, but we had the feeling that it was done under duress; the receptionist in the office was always less than helpful, and at times rather obstructive.

Having read some good reviews on Spinney, we took it there last month for the 2nd service, and it was a totally different experience, and we will certainly use them whenever necessary.

Hubert wrote:I think I am right in saying that the 30 day (or 600 miles) running-in service was part of the warranty requirements from 2015?.  When we bought our van, a 2016 model, A-S had relaxed the terms and it was no longer necessary for compliance. It was in the Auto-Sleeper service book with the van. Most dealers including ours still offered the free service but due to the mileage involved, I would have been back at the dealers long before 30 days were up. Not much time to find out any snags.

We spend the first night at the dealers to make sure that everything works.

Hubert

I I'm correct in how I understand it, the running in service is an optional service and not part of the warranty.

Travelkat, I assume you were talking about Maquis, regarding your less than satisfactory treatment. If so they should be named and shamed, and reported to Autosleepers. It would nice to see they could be struck off their list of dealers so that other potential customers don’t have issues with them. They are letting AS down, that’s why I am more comfortable going directly to The AS Service Centre for my habitations and any subsequent work. Hovewever not all people have been happy with AS’s damp repairs procedures. Some work has had to be redone!

Pete

Maasai Warrior wrote:Travelkat, I assume you were talking about Marquis, regarding your less than satisfactory treatment. If so they should be named and shamed, and reported to Autosleepers. It would nice to see they could be struck off their list of dealers so that other potential customers don’t have issues with them. They are letting AS down, that’s why I am more comfortable going directly to The AS Service Centre for my habitations and any subsequent work. Hovewever not all people have been happy with AS’s damp repairs procedures. Some work has had to be redone!

Pete

Pete, I guess you don't know that Marquis are part of the Auto-Sleeper Group of companies.

Yes Pete, I realised it just after I had sent it, and I wondered if someone would remind me!

- They have got us by the ‘short and curlies’ Peter!

- it is a very sad state of affairs. In your long experience with AS and motorhomes generally, have you got any thoughts on how we can combat this rogue dealer ‘attitude’ problem? I know they are only trying to make a profit, but unfairly at our expense. £50-£60,000 is a lot of money to invest in these, not always up to scratch, motorhomes Peter, and it seems like a number of us on this forum have suffered or are suffering!

Pete

Outtheoffice

The rattling above your head may be due to items stored in the wire rack in the toilet area. Its right behind your head, the sound appears to come from above your head. Worth a look.

Considering the main AS dealers and the average new/nearly new owner, I don’t think there is any plan for a dealer to be other than fully competent and to charge a fair price for work done.

I firmly belief the outcome is down to the emotions of the owners and the dealer’s agent on that day, expectations on both sides and lack of proper communication.

For example, ever since I’ve known her and long before we had a motorhome, Chris would/will not attend an automotive dealer, her expectation is that not only will they not do a proper job but that they will create more problems, they never let her down!

Having sparred with many car dealers over the years, I bought our first van with the absolute intention of not whinging about every minor fault.  Unfortunately, at 5 years old it had several major faults caused by the negligence of the previous owner. There was no quibble about getting the faults corrected or who would pay, but getting the actual work done…..  Now there was also major body work to be done and that was put out to a specialist – they were brilliant.

After varied experiences with subsequent vans and dealers, from the day I took delivery of this one, if I can do it myself, I do.  I know all the arguments about having paid £70,000 for a van that you shouldn’t do that and that you are undermining other owners by doing so, but my first priority is my peace of mind and health – I need to minimise the stress.

Thanks for your comments Peter 

Peter Brown wrote:After varied experiences with subsequent vans and dealers, from the day I took delivery of this one, if I can do it myself, I do.  I know all the arguments about having paid £70,000 for a van that you shouldn’t do that and that you are undermining other owners by doing so, but my first priority is my piece of mind and health – I need to minimise the stress.

Spot on Peter, and I don't think for a minute you (or I) are undermining other owners. We are shortening the queue for them so they get an appointment with their dealer much earlier!

Can't say more now - I'm working on the van!    

But Dave and Peter, surely we are not talking about the things that can be dealt with by those of us that do diy stuff, and that includes me. We are talking about those other issues like damp, screws through GRP, collapsing microwave shelves, bubbled paint vehicle wings etc all on newish vans covered by warranties and that in this case, according to TravelKat, Marquis appeared to be carrying out under duress.(ie the damp).

I will do all the diy bits myself, but to repair collapsed a microwave shelf, although straight forward, is not acceptable in a new van, in my view, or others I suspect!

Pete

I have trouble with the non return valve on my new Warwick Duo. I called Mark at AS and said I will buy a new switch myself but how do I get to the valve? (It is covered unique to Warwick Duo I believe). 
He said take to the dealer.
I said they don't love the van like I do (that is a euphemism), and he said I would jeopardise the warranty if I tried myself.

I think my point is DIY is an option only for people who are 100% confident they will be able to complete the work themselves i..e not me 

Maasai Warrior wrote:But Dave and Peter, surely we are not talking about the things that can be dealt with by those of us that do diy stuff, and that includes me. We are talking about those other issues like damp, screws through GRP, collapsing microwave shelves, bubbled paint vehicle wings etc all on newish vans covered by warranties and that in this case, according to TravelKat, Marquis appeared to be carrying out under duress.(ie the damp).

I will do all the diy bits myself, but to repair collapsed a microwave shelf, although straight forward, is not acceptable in a new van, in my view, or others I suspect!

Pete

On the examples you give I totally agree.

I think to try and put words to the sentiments I was trying to convey, if an owner approachs a receptionist or technician at a dealer with something like 'You've delivered me a van with x, y, z faults, its not good enough - get in sorted' they are likely to take the view that they best stick to the book, get proper authorisation before doing anything and not doing anything peripheral.

Maasai Warrior wrote:

I will do all the diy bits myself, but to repair collapsed a microwave shelf, although straight forward, is not acceptable in a new van, in my view, or others I suspect!

Pete

I understand the principle but when you are 1000 or more miles away from the nearest dealer at the start of a holiday, I'd just do it or find someone competent even if I had to pay them. We have a fixed bed and the mattress support slats on Chris's side kept parting company from the frame, it was a case of half a dozen screws or ear ache for a month and, because of the warranty issue, why draw attention to what you've done when you get back home.

I should add that I totally respect anyone's rights to demand what they are owed in money, service or warranty, I'm just expressing my views on how to minimise personal stress and enjoy motorhoming.

Peter Brown wrote:On the examples you give I totally agree.

I think to try and put words to the sentiments I was trying to convey, if an owner approachs a receptionist or technician at a dealer with something like 'You've delivered me a van with x, y, z faults, its not good enough - get in sorted' they are likely to take the view that they best stick to the book, get proper authorisation before doing anything and not doing anything peripheral.

Peter, I completely agree with what you have said. Regarding any issues, you must alway approach the dealer or AS in a very calm and measured way to achieve satisfaction on both sides. Thats why we have always had a good relationship with Mark at AS. But I was just wondering, where in this thread has anyone given you the impression that they have approached the dealer(Marquis) or AS in any way other than a calm and measured way?

Pete

Outtheoffice wrote:Thanks all, yes I believe that SMC would need to refer the case to AS.  SO if I need to take it to Newark for them to look at the job first to refer it -- it negates the  advantage of going straight to Willersey.  As you say SMC have a good reputation - so I think I will let them have it in the first instance and see where we end up.  Not that there is anything major wrong with it --- just a rattle from area above the drivers head that is soooooo annoying.  Thanks again for thoughts.

When the drains in our sliding door sliding window became blocked it was just a phone call to the dealer and not a visit that was needed to get Mark at A/S involved. A/S then resolved the issue with a new window. So depends whats wrong, doesn't alway mean visiting dealer first (extra miles on van). Obviously Base vehicle issues are easier to deal with and they can be more local than the dealers anyway.

     My wife wanted our money back the first time the van had a problem and she's still of the same mind when we get problems now.
  I'm of the same mind as Peter, I want a stress free time with the van having worked 3 years into retirement to fund a 20 year dream.
So I tend to do all the d.i.y. bits myself "Now don't tell the wife"  and it saves on travel to here or there to get things sorted.
Cheers Windy