Post by: lilstookie on January 12, 2016, 08:24:20 PM
Been on here a while now and been on the road travelling and working for 4 years now.
We saved up our hard earned cash in order to upgrade from a softfloor camper to a hardfloor to better suit, Faster setups, off the ground and better quality canvas and build.
We opted for a very reputable Australian brand with Dynaproof canvas and Aussie made and manufactured to do our bit to support the industry and the economy.
However,
Since picking the camper up we have found some problems, some minor but some very major
Minor issues -
Locks didnt work.
Electrics wired up incorrectly ( and made worse after we got them to fix it )
Gas struts dont hold up bed
Bows bend under canvas load
Tap fitting broke as hose was to short and caught on fridge slide.
Mattresses on beds had burn marks in all of them.
U-bolts on axle where all squint and loose
Major Issues
3 holes in canvas ( a perfect hole half size of 5c coin) mainly around stitching area bit not on stitching.
Handbrake cable to close to tyres ( bit of a safety issue )
The wheels rub on the inner arch camper scraping and buggering the tyre. Also a bit of bitch to control when it hits.
Now most of the minor issues are being rectified and we are happy with the fixes but we had to travel 900km to get it fixed.
They put a patch on the canvas which Im not happy about.
They screwed in 2 eyelets onto chassis rail to redirect the cable away from rubbing on the tyre
They fixed the electrics and wired the solar input wrong so the battery cops the full load from panels before it even goes through the regulator.
What they want to do is now have me bring the camper back again where the will grind off the hangers and move the whole suspension assembly in order to rectify the fact they welded the hangers on in the wrong spot.
The trailer is fully galvanised and im not keen on having the underneath hammered with angle grinders to rectify a manufacturing defect thats not our fault.
Now Im not wanting to name and shame as they are offering to fix the issues but Im not sure Im going to be happy with the fixes.
the camper cost us $30,000 and we saved really hard for it.
3 patches on Wax converter canvas when its a month old and defective on arrival.
Spring hangers ground off the chassis and relocated to the correct spot !
I just want the camper I paid my money for not some bastardised factory second that they have screwed up and offered to patch up the dodgey work.
Since this all happened over the festive period we have had to wait till the big head honcho comes back from his cruise to make some decisions so not exactly sure on the outcome yet.
Is it wrong to expect a new camper ?
Would you be happy to receive patched canvas and a relocated suspension job because of manufacturing failures ?
Post by: Moggy on January 12, 2016, 08:40:51 PM
Or if you really want to get up their noses tell them a chinese manufacturer has offered to by the camper from you so the can use it as a template & mass produce for a quarter of the price ????????????????
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Post by: chillipepperz on January 12, 2016, 08:45:03 PM
Post by: vicandug on January 12, 2016, 08:46:40 PM
Unless they can repair it as good as new which they obviously they are not able to do.
Near enough is not good enough.
Post by: Fathom on January 12, 2016, 08:49:24 PM
You paid for New in good working order. I suggest you stick to your guns and keep at em.
Good luck. I hope it works out for you v
Post by: Goose on January 12, 2016, 08:52:49 PM
But if you ask for refund or replacement now, they will not doubt argue they have already sunk additional efforts into fixing the current camper. Well, tell them if they replace your current camper with a good model they can still themselves repair and sell the old one, as second hand down the track, once they fix the defects. So its not a complete loss for them either.
Hold off bagging them out or trying to harm reputtaion, keep that up your sleeve until the situation is unsalvageable.
Post by: evolution on January 12, 2016, 09:25:20 PM
I am pretty certain I know what camper you have and I think the biggest contributing issue may be the distance.
The suspension is really not a huge deal breaker. Having them cut and moved could work in your favour. For instance:
you could ask them after they move the hangers and have cold galved the areas that they apply a stone protection underneath. (very similar to what is applied to cars) or even raptor/rhino lined.
I dare say that you would never have an issue afterwards especially where you are planning on travelling.
All the other issues (except the canvas) sound relatively simple to fix.
The biggest issue sounds like the canvas. Is the hole in a location where the panel its in can be replaced?
The other option is what has been mentioned prior about a replacement, however that could be a VERY long process. Every situation is different though.
I would suggest sending emails to ensure that your issues get put across where it cant be missed, that way you have a paper trail as well. Not only will it help you, it will help them stay on top of it.
I have only ever heard good reports on the warranty process from this company and I think you should be ok.
Best of luck
Nick
Post by: McGirr on January 12, 2016, 10:29:47 PM
Lil,sorry to hear about the issues. Hopefully they will assist in getting you the camper you paid for. Look at what options you are entitled to and go from there.
I am familiar with the brand.
Mark
Post by: BaseCamp on January 12, 2016, 10:57:12 PM
As its $30K I would not be mucking around...
Make some phone calls to assertion which lawyer you can engage that's experienced in consumer law.
Then hit these jokers with a letter from your lawyers.... For sub $200 it is a worthwhile investment at this juncture. ...
When the head poncho comes back from his cruise he will hopefully realise that you mean business and that you are not intending to go off quietly into the night. ...
You should be seeking either a replacement CT defect free; or yours patched up to your satisfaction. ... and if it's a patch up job - inform them through your lawyers that you WILL be obtaining independent verification that the bog job is up to specs....
Good luck
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Post by: monbeg on January 12, 2016, 11:42:05 PM
The ones I have looked at all seem to be ok even second hand where there are a few value ones popping up.
A whole new unit is the only way to go with that many defects.
How they handle this is going to have a major influence on their sales when the word gets out.
Post by: oldmate on January 13, 2016, 05:51:08 AM
Without naming and shaming, it's not hard to work out what camper you have. And it's just not good enough from that company. Good luck.
Post by: Bill on January 13, 2016, 06:14:27 AM
Bill
Post by: slcs78 on January 13, 2016, 06:30:51 AM
Post by: edz on January 13, 2016, 07:31:50 AM
At the very least it should be repaired to your satisfaction and with a refund of how much its value has dropped [ assertained by a professional independant ].
Good luck with it guys, keep a cool head, be firm and clear and keep all transactions Via a trackable email trail .
Post by: lilstookie on January 13, 2016, 07:45:33 AM
They seem to support their product and stated this to me verbally and via email.
Personally, I would prefer a new camper that's void of substandard manufacture after all it's what I paid for.
As somebody stated its almost a factory second we have paid full price for.
I'm not sure what consumer affairs can do as they have offered to fix.
But given its all galvanised it would deteriorate the underside having bits removed and rewelded.
The fix has been offered from a sales guy trying to do the right thing but we have opted to wait until factory is back on 18th and then discuss options.
I'm just running this by all you guys to see if I'm being overly picky but I'm sure this isn't just a whinge.
Will keep you posted and thanks for the advice :)
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Post by: Bird on January 13, 2016, 07:52:27 AM
Quote from: Bill
I would want a new one.x2
DONT make phone calls.. Send Everything by email and backup with a registered letter
your not the first person to have been shafted by an aussie manufacturer - specially when distance comes into it.. ****em to the ground.
Patching up canvas on a NEW $30,000 trailer?? That's just pathetic!
Post by: lilstookie on January 13, 2016, 08:59:48 AM
We would buy another based on design and layout I just empathise with the sales people going into damage control because of poor workmanship and non existent quality control.
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Post by: MDS69 on January 13, 2016, 09:16:51 AM
I think most of the repairs whilst not to your or my liking if I was in your position are acceptable under consumer law EXCEPT I would not accept the chassis rework. If you paid extra for a gal chassis I would want it re galvernised after modifications BUT there are issues with being camper less whilst this happens and apart from the manufacturer providing a loaner and covering shipping to and from your location the only option would be a total replacement but it wouldn't be unreasonable for them to change over your canvas work to a new body. To me their suggestion of cold gal after grinding/welding impacts on the integrity of the gal coating (note I am not a chemist or chemical or industrial coatings engineer).
Post by: Bird on January 13, 2016, 09:46:27 AM
Post by: lilstookie on January 13, 2016, 11:02:59 AM
It's all in the pipeline and nothing can be done with it at moment as ALL dealers are staffed with sales people who cannot make the decisions regarding refunds, replacements and such.
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Post by: Darcy7 on January 13, 2016, 11:26:27 AM
You have nothing to lose by asking as long as you remain civil and willing to talk.
If I were you I would ask for a full replacement on the basis you paid $30k for a new unit, not a patched up one. That's not likely to eventuate so I would compromise on all new canvas (that cannot be difficult and not unreasonable to expect). Relocating the axel is OK as long as they guarantee in writing that if any rust appears, its a new trailer. The other stuff is neither here nor there. If they fix it, good on them.
All that said I am amazed they would let a trailer that substandard from new roll out the door. Not good for their image and a risky decision given all the social media options available to you. No harm waiting to hear what the head honcho says. He may surprise you.
good luck
Post by: tomo on January 13, 2016, 12:02:47 PM
Unless u can witness every part camper is Australian made many sub components can and are made overseas typically China .
There should be at least 50mm tyre side wall to trailer clearance . Most trailers are built with this clearance recommendation .
There are to many defects ,a new one is the only solution .
swampy
Post by: woolgoolgaoffroad on January 13, 2016, 02:00:26 PM
Post by: Azz on January 13, 2016, 03:30:16 PM
Post by: Rumpig on January 13, 2016, 04:42:52 PM
Post by: cheif carlos on January 13, 2016, 04:53:51 PM
Post by: lilstookie on January 13, 2016, 07:26:46 PM
We had ours replaced after a large report given to them. but some people here think the sun shines out of their you know what! And ours was 15k more
care to elaborate as we need to arm ourselves with as much useful info as we can get.
We are travelling Australia and working when funds get low so waiting at home till its fixed isnt an option for us.
I want to be armed to the teeth with info and other helpful info so this can be rectified ASAP, I got a family to think of and this is ruining the whole "BUY AUSTRALIAN" thing and our trip.
Cheers,
Send me a message if thats easier ;)
Post by: 99disco on January 13, 2016, 08:33:37 PM
Post by: dales133 on January 13, 2016, 08:53:18 PM
Tell them they have 10 days to replace,or agree to replace your faulty item under ACCC consumer laws or give you a written response with a suitable outcome.
No good ever comes from trying to deal with someone in denial unless its in writing.
Post by: Nifty1 on January 14, 2016, 06:26:39 AM
Post by: lilstookie on January 14, 2016, 06:56:04 AM
Sorry about your predicament. But if you saw that camper, with defects repaired, offered as a factory second with full warranty, for $22000 would you take it? I reckon I'd be tempted.
It would have to be less than the nifty, the resale alone on a camper with 3 patched holes in it would be way less than that.
This was our family dream camper and something we never thought we would be able to afford. We saved hard and worked extra hard to buy it. I would like a trouble free camper for the money I paid, $8k in the pocket doesn't take the problems away.
Sent from my fingertips using my brain
Post by: jetcrew on January 14, 2016, 07:16:17 AM
Litigation is not a friendly game played by friends .
Form your position, take it on.
Remove all sentimate from your mind , family trip, Aussie made etc etc .. It does not matter or help imho ..I know it's hard , but the court don't care . Facts facts facts and more facts . Diary , times , calls , emails ,
Product is sub standard , obtain legal advice and make your demands .. Easy as that .. You can't be friends with them , mates are not what you need a solution is.
Me personally full refund or replacement no question , you have major structural faults if susp needs rewelding.
As Rumpig posted that company new the possible fall out and acted swiftly and bent over backwards .
Your guys made Their first attempt at repair and indicted Thier intentions . Who patches cavass on a new unit there goes 25% resale They had a chance at fixing it .. Get a valuation done as well.
Jet :D
Post by: Campsite Cruiser on January 14, 2016, 07:42:07 AM
Post by: UIZ733 on January 14, 2016, 08:46:46 AM
I have owned one of their campers, and despite being somewhat basic and problems with the canvas alignment/setting it was a good unit. It did have cheap absolutely crappy Chinese wheel bearings which surprised me though.
I would be very concerned, stressed and a bit sick in the guts if it was me in your situation.
You have in my opinion been sold an absolute lemon.
Patching up canvas and mucking about with the chassis are the obvious and visible evidence of this. It is probably just the beginning.
If it was me I would be demanding a refund and compensation for what would appear to be considerable inconvenience and worry.
If a refund is not forthcoming, there must be a brand new replacement trailer with no defects and compensation for inconvenience and stress caused. A brand new replacement trailer would be my absolute minimum demand and expectation.
All communication must be by email and possible letter which is simultaneously sent to all levels of the 'business' including managing director or owner as the case may be. Legal advice may be appropriate even at this early stage as their efforts at solving the problem to date have been laughably inappropriate, patronising and unprofessional.
Good luck with your negotiations and stay strong.
Post by: denidoug on January 14, 2016, 06:32:06 PM
If your camper does not compare to their display unit,you have rights for full replacement or full refund.
Good luck
Post by: Bird on January 14, 2016, 06:53:51 PM
Quote from: denidoug
Mate have you looked at the ACCC site,Consumer rights and guarantees.worth a read,print it of and wave that in their face
When dads 2600 Sony TV died few mths out of warranty... I called them or one of them or fair trading or some gov department and the bloke couldnbt be more helpful.. off the top of his head (he almost sounded bored!) he told me the website, the page, the PDF to open and the page to print off and read to them... When the bloke called to say bad luck, I mentioned who I'd called, and what the page I had infront of me said... Miraculously he found our warranty card and called me back within 5 minutes!!
They apologised and had it fixed in days.
Post by: xcvator on January 14, 2016, 09:32:54 PM
When dads 2600 Sony TV died few mths out of warranty... I called them or one of them or fair trading or some gov department and the bloke couldnbt be more helpful.. off the top of his head (he almost sounded bored!) he told me the website, the page, the PDF to open and the page to print off and read to them... When the bloke called to say bad luck, I mentioned who I'd called, and what the page I had infront of me said... Miraculously he found our warranty card and called me back within 5 minutes!!x 2 and what a lot of people don't realise is that the consumer protection laws are now standard across Australia and have been for the ( I think ) last 2 years .
They apologised and had it fixed in days.
Call them
Good luck with your case
Post by: lilstookie on January 15, 2016, 11:08:30 AM
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Post by: dales133 on January 15, 2016, 01:23:20 PM
Steps i was told to take are .
1. Write a formal letter of demand stating the issues you are having and how you would like them resolved.
Theres a template of the letter on thier website.
Qoute the apropriate legislation in your issue,also avaliable on thier website.
Give them 10 days to rectify or respond to your letter with thier decision.
2. If thier response is unsatisfactory or in breach of the law then tell them you have made a formal complaint with the ACCC and the relivant consumer affairs dpt in your state and outline how they have broken the law.
This should work it seems to in my case so far.
ACCC can also provide a mediation service to resolve a dispute if needed and most companies wont want the authorities getti g to involved in thier buisness.
VCAT or similar will handle situations like this also up to 30 grand
Good luck and hope i may have helped a bit
Post by: gronk on January 15, 2016, 01:50:15 PM
But we would rather take care of this amicably until the need should arise to let the dog off the chain so to speak.
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Until you speak with them, all speculation at this stage. Hopefully you have a good outcome. Be clear of what outcome you want and be prepared for a lesser solution offered from them.
Post by: callmejoe on January 15, 2016, 02:48:40 PM
Until you speak with them, all speculation at this stage. Hopefully you have a good outcome. Be clear of what outcome you want and be prepared for a lesser solution offered from them.
X2
With out really knowing what their reply would be i would just hang tight until you have all the information. Nothing worse then going of half cocked.
If it was me. I would try and "put it out of mind" until you can actually get a reply. Or it'll just do your head in..
Joe
Post by: lilstookie on January 15, 2016, 04:44:58 PM
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Post by: heath74 on January 15, 2016, 08:05:06 PM
Post by: Snapman007 on January 15, 2016, 08:13:15 PM
Am I missing some obvious clue?
Yes!😬
Click the link at the bottom of their sig.👍
Post by: heath74 on January 15, 2016, 08:54:45 PM
Post by: avotrol on January 16, 2016, 01:53:34 PM
All the best in your efforts!
Post by: Elky on January 16, 2016, 02:20:47 PM
We had a few issues with our camper after the cape trip and it was easily sorted out and done locally so we didn't have to travel far, got a few spares thrown in as well
We have had great service from them, so I find this pretty surprising
I think being firm with them will yield the outcome you desire
Cheers
Post by: lilstookie on January 19, 2016, 07:03:51 PM
The only tense bit of the conversation was the sh&t Storm created on social media.
We are happy with the outcome and we are pleased the company supported us.
I feel better now.
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Post by: D4D on January 19, 2016, 07:18:12 PM
Post by: jetcrew on January 19, 2016, 07:20:56 PM
Camper trailer is having tent replaced and suspension replaced.
The only tense bit of the conversation was the sh&t Storm created on social media.
We are happy with the outcome and we are pleased the company supported us.
I feel better now.
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Thats good mate,
If they are upset with you about the SM storm ..they could have put your mind at ease weeks ago with simply a phone call to tell you it will be done..they left you alone with your problem for weeks, of course you would seek the counsel and comfort of other like minded people they really are prob upset with themselves for letting it go so long, bet they wont do that again.
You have been very kind letting them fix it rather than getting your $$$ back.
Jet ;D ;D
Post by: gronk on January 19, 2016, 07:34:40 PM
Camper trailer is having tent replaced and suspension replaced.
The only tense bit of the conversation was the sh&t Storm created on social media.
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Are they rewelding the suspension ? Even if they cold gal paint or spray it, get yourself a can of Galmet silver spray ( not gal, the silver matches the gal coating ) ) and go over it again until the can runs out.
If you didn't mention names on social media, then they are lucky you didn't.
Post by: slcs78 on January 19, 2016, 07:52:00 PM
Camper trailer is having tent replaced and suspension replaced.
The only tense bit of the conversation was the sh&t Storm created on social media.
We are happy with the outcome and we are pleased the company supported us.
I feel better now.
Great news!!!!
Having seen your thread here and one on Facebook I think you have nothing to apologise for. Not once did you mention brands just simply asked other like minded people their thoughts. Cub could have put this to bed weeks ago but made you wait and wonder as to the outcome. You could have really dragged their name through the mud had you wished. Anyway great outcome
Cheers
Scott
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Post by: lilstookie on January 19, 2016, 07:53:56 PM
I wished they had of called weeks ago and said "don't worry it will be fine, we will take care of it" then it would have made a difference.
Thanks for all the advice. It's like speaking to all your mates at once. Good and bad.
Should never have happened in the first place and I guess it may not from now on.
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Post by: chillipepperz on January 19, 2016, 08:13:33 PM
Cheers!
Andrew
Post by: lilstookie on January 19, 2016, 08:16:59 PM
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Post by: woolgoolgaoffroad on January 19, 2016, 08:57:17 PM
I tried to do the right thing and I gave them the opportunity to rectify. They have.
I wished they had of called weeks ago and said "don't worry it will be fine, we will take care of it" then it would have made a difference.
Thanks for all the advice. It's like speaking to all your mates at once. Good and bad.
Should never have happened in the first place and I guess it may not from now on.
great to hear and great to hear that this maker is helping out
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Post by: plusnq on January 19, 2016, 08:58:14 PM
Post by: xcvator on January 19, 2016, 09:16:12 PM
Should never have happened in the first placeGood out come for you, not brilliant, but good, and I would remind them very firmly that they OWE you, not you them :cheers: :cheers:
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Post by: Beefa Toyota on January 19, 2016, 09:19:26 PM
Good out come for you, not brilliant, but good, and I would remind them very firmly that they OWE you, not you them :cheers: :cheers:
X2
Post by: Fathom on January 19, 2016, 09:25:59 PM
You never know.. It might not have worked out so well without having the so called media S storm....
Post by: BaseCamp on January 19, 2016, 09:45:27 PM
Just worried for you about that part of it -- that's all. ...
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Post by: Bird on January 20, 2016, 09:26:50 AM
Post by: UIZ733 on January 20, 2016, 09:44:13 AM
The only acceptable outcome has been achieved in the end. They should not be congratulating themselves.
Enjoy your travels.
Post by: lilstookie on January 20, 2016, 10:28:52 AM
I'm told the same outcome would have been reached without SM. I'm happy with their support and have never knocked it.
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Post by: Andy_Q on January 20, 2016, 03:51:08 PM
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Post by: Bird on January 20, 2016, 03:57:28 PM
I'm not smart enough to work out the company. Now that everyone else seems to know and you are happy with the outcome are you able to name them and end the speculation?Clue is in here.. .
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Cub could have put this to bed weeks ago but made you wait and wonder as to the outcome. You could have really dragged their name through the mud had you wished. Anyway great outcome
Post by: heath74 on January 27, 2016, 09:04:13 PM
Post by: Rumpig on January 27, 2016, 09:56:08 PM
I'm not smart enough to work out the company. Now that everyone else seems to know and you are happy with the outcome are you able to name them and end the speculation?all you needed to do was go to the posters profile and view their previous posts, they list the name of their purchase in there ...though the subtle clue above in red is all you need now..lol
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Post by: deepop on January 28, 2016, 09:05:41 PM
I really liked that exact camper and had it in mind for my next purchase to take us through the rest of our family trips for the next 10-15 years.
Any suggestions from others as to what hard floor I can get that will set up two bunks on the hard floor?
Is there a pro I can take with me when I pick it up to check for defects before I accept the unit?
Post by: lilstookie on January 29, 2016, 12:03:46 PM
HMMMMM...........I wouldn't write it off however I would check it over. They might be stopping making the bunk spacevan as its not been a big seller. I'm sure something else will fill the gap. Our one is now going fine however be careful with payload. Ask the questions about payload. No point getting the big fridgebox on front of you can't put your fridge in it due to weight. Or if you do then you can't carry food and water.
I really liked that exact camper and had it in mind for my next purchase to take us through the rest of our family trips for the next 10-15 years.
Any suggestions from others as to what hard floor I can get that will set up two bunks on the hard floor?
Is there a pro I can take with me when I pick it up to check for defects before I accept the unit?
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