What would you do if the "service agent" trashed your camper during servicing?

[Sicilianmama]

So so angry and upset, we bought the Swan in to the recommended agent to have the riser arm replaced under warranty and also for its 1st service. Also to check over a few other things that we wanted looked at, etc, inside bed pole a bit wobbly, air in taps, small grease mark on canvas where worm popped out when riser arm broke.
Anyway it was nothing but an awful experience! The service was terrible, owner was rude. On finally picking up the van after getting give the run around I find this morning they have scratched the outside of the van near a clip. The front boot paint has a but gouge in it where they have obviously tried to push in bed with boot up. There was grease on our pillows and Doona and also on the canvas on the inside. They pushed the tap on the inside and cracked the outer casing that holds the wires for power. There was dirt and stones all through the van and muddy footprints. I was willing to look past the mess, but once seeing the gouged paint and scratches on the outside I am really upset. It's a brand new camper only 6 weeks old

What would you do?

[McGirr]

mongrels....can you talk to jayco to see if they can help and I would go to town on the service agent threatning to go to the tv stations.

Take photos also.

Mark

[Kit_e_kat9]

Slap Them.  Say a few choice words.  Take photo's of everything.  Email them to the State Manager.  Ring the State Manager.  Slap Him.  Say a few choice words.

Kit_e   

[Chippy76]

Sicilianmama,

As a trademan I must say this approach the service agent first explain the situation calmly and rationally. Going in with all guns blazing will attract return fire.  The boss may not be aware of the problem, and (if he cares about his reputation) should make  the neccesary steps to rectify it.  Obviously in NO way do I approve of the mess they have made of it. That is woeful service and sloppy workmanship. I just recommend approaching them first before taking it higher. Take a written list of the faults (with photos if neccesary) and (calmly) demand that action is taken.

I hope it all goes well ......

Cheers Chippy

[richee]

Sicilianmama,

I hope it all goes well ......

Cheers Chippy

If not, slap him too !

[Chippy76]

slap who ?

If not, slap him too !

[Wandering Tassie]

I agree with Chippy, best to go in calm and with all the facts. If that dosen't work then go in boots and all.

Trevor

[D4D]

Take photos and send to Jayco head office.

[gowalkabout]

I agree with Chippy, best to go in calm and with all the facts. If that dosen't work then go in boots and all.

Trevor

X2

[Chippy76]

I would leave the photos to jayco until AFTER you have approached the service agent ....
Cheers Chippy

[db]

I would leave the photos to jayco until AFTER you have approached the service agent ....
Cheers Chippy

Agreed, you can always escalate, de-escalating (?) is much harder.  Take photos and take notes / keep copies of all correspondence and phone calls.  IF push comes to shove later, you will make a much better case if you have all the evidence and can show that you made it clear what the problem was, and what you wanted done for rectification AND that you behaved in a reasonable fashion.  Especially if the agent didn't behave in a reasonable manner.

[poidda]

Try and do it via email if you can.  That way it is fully documented and timestamped for you.

[Swannie]

So so angry and upset, we bought the Swan in to the recommended agent to have the riser arm replaced under warranty and also for its 1st service. Also to check over a few other things that we wanted looked at, etc, inside bed pole a bit wobbly, air in taps, small grease mark on canvas where worm popped out when riser arm broke.
Anyway it was nothing but an awful experience! The service was terrible, owner was rude. On finally picking up the van after getting give the run around I find this morning they have scratched the outside of the van near a clip. The front boot paint has a but gouge in it where they have obviously tried to push in bed with boot up. There was grease on our pillows and Doona and also on the canvas on the inside. They pushed the tap on the inside and cracked the outer casing that holds the wires for power. There was dirt and stones all through the van and muddy footprints. I was willing to look past the mess, but once seeing the gouged paint and scratches on the outside I am really upset. It's a brand new camper only 6 weeks old

What would you do?

That is digraceful service and treatment of your new pride and joy... As others have said stay calm it always works better.

Geez you went in quick for the first service !!!!

Greg

[Kit_e_kat9]

The service was terrible, owner was rude. What would you do?

I can't see them being reasonable especially after this comment ... with or without slapping, either being calm or saying choice words.  Approach them again ... yes definitely ... but what do you think they will say if the owner was rude in the first instance.  They are going to say "sod off" in my opinion, but give them the doubt of having a "bad day" that day.  It's no excuse really.  I'd also be advising HQ so they can take it a bit further internally.

Siciliamnmama ... now you know where NOT to take your CT for servicing issues in the future I'm guessing.

I find it hard to believe they let this go out the door with so many issues as new in the first place, but I'm used to exceptional customer service from my CT manufacturer.  Yes I understand having a bad day, but if you are making these day in and day out, I would expect better.

Take those photos now no matter what you decide to do or what your approach.  A photo says more than you can say and shows the viewer exactly what you mean without having to open ones mouth.  Ensure you get the right angle to show the dents clearly as sometimes it's a bit tricky to see them straight on without standing in front of it yourself.

What ever you do ... do it quickly so you can have this sorted and behind you for your next trip.

Kit_e

[Black Diamond]

Id be straight on the phone to Jayco Head office. Doesnt sound like a good situation i hope its gets sorted out in a proper manner.

[Bird]

Sicilianmama,

As a trademan I must say this approach the service agent first explain the situation calmly and rationally. Going in with all guns blazing will attract return fire.  The boss may not be aware of the problem, and (if he cares about his reputation) should make  the neccesary steps to rectify it. 

apparently they have already been rude to him
"The service was terrible, owner was rude"

The owner is aware... he sounds like scum.

[cruisindub]

Shameless isn't it.

Sadly, all to normal now.

Same thing happened with my dad and his caravan to seller/service agent in Perth.
couldbt give a toss.

More than 12 weeks at the agent, hadn't toiched it, but what looked like they used it for display van.
stuff missing from innide van. Told him all was done, dad drove 500km to pick it up, was filthy ad they had one nothing..
Overnight motel stay and then drive 500 km back home again

[Jenko67]

Hey Siciliamnmama, I would be interested in knowing who you used. In Toowoomba or Brisbane.... have to take mine for for service soon and wont be taking it there....

Regards

Scott

[craigtempo]

I would get onto jayco and say u want NOTHING MORE THAN THE REPAIRS DONE and if they cant fix it  TELL THEM U WANT A NEW VAN because your service guy has damaged my new van .

Tell them that u go on quite a few camping forums and we are all interested in seeing what the outcome is .

i would name and shame this asswipe .

craig

[Big Nath]

I would get onto jayco and say u want NOTHING MORE THAN THE REPAIRS DONE and if they cant fix it  TELL THEM U WANT A NEW VAN because your service guy has damaged my new van .

Tell them that u go on quite a few camping forums and we are all interested in seeing what the outcome is .

i would name and shame this asswipe .

craig

X2....

Cheers!!

[Janbo]

Slap Everyone very hard!!

[Isuzumu]

Name and Shame mate

[SUPA105]

Ask nicely ONCE......document and photograph, when the niceties fail I have always been able to talk to the person who can mak a difference with the line......" Let me talk to the person that has the authority to FIRE YOU".......seems to get a result on the few times I have used it.

Cheers

Chris

[Estelle]

Hi Sicilianmama,

Sorry to hear. I think you have done well not to have done something nasty to the manager/owner at the time.

Do you have any pictures of the Jayco before you took it in for service? They might suggest it arrived in that condition (sounds like they might).

Best hope is for Jayco to come to the party. They can sort the agents out.

I wonder if someone took it on a trip whilst it was being 'serviced'.  Dirt and gravel in the van sounds odd unless the service area is in such an area.

Good luck.

[GS]

I'm all for going in calm and organised first.

Deal with this face to face, it is harder to say no when someone is talking to you, it is easy to say no and be tough in an email.

I had an incident a few years ago where the prado was serviced incorrectly and resulted in a major breakdown whilst on holidays and left us mid way to a destination and no car for 4 days.

On our return From holidays I calmly explained what happend, provided all the evidence, and got all the costs reimbursed, no question.

As someone else mentioned you can escalate it later if at first you don't succeed.

Grant