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Author Topic: Is this good customer service?  (Read 3506 times)

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Offline kevvyp

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Is this good customer service?
« on: June 30, 2012, 11:37:39 PM »
  A mate recently purchased a new 2011 model Jayco Dove Outback from a well known Melbourne dealer and for the shake down trip decided to stay at a CP, all was going well until he decided to make a cuppa and switched on the electric element on the cook top, as he put the billy on the stove he noticed that the top of the cook top had shattered,(the top of the stove is made from a toughened glass material) he contacted the dealer about the damage and was told that it was the  stove manufactures problem and he would have to take it up with them, so he rang Dometic and they said he would have to bring the van to them to be assessed,  after a lot of heated phone calls the van ended up at dometic to be repaired.
Now correct me if i am wrong but after spending a considerable amount of coin for a brand new camper and then having a problem with said camper wouldn't you expect  that the dealer would take responsibility for organising the repair?
(fortunately he is a bit more rational than me, i would have dumped it on their door step and TOLD them to fix it)
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Offline prodigyrf

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Re: Is this good customer service?
« Reply #1 on: June 30, 2012, 11:56:09 PM »
WRONG! The obligation since Jan1 2011 is with the LAST SELLER and any comeback they have with another supplier or manufacturer is irrelevant to the purchaser. Google the Australian Consumer Law website and it's all there.
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There's no Great Evil conspiracy against consumers within engineering, manufacturing and supply. Just the many tradeoffs incurred to satisfy diverse tastes, priorities and wallets. But first comes all the insatiable Gummint eggsperts, nanny-staters and usual suspects.

Offline prodigyrf

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Re: Is this good customer service?
« Reply #2 on: July 01, 2012, 12:00:02 AM »
Err... "i would have dumped it on their door step and TOLD them to fix it"  RIGHT!




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There's no Great Evil conspiracy against consumers within engineering, manufacturing and supply. Just the many tradeoffs incurred to satisfy diverse tastes, priorities and wallets. But first comes all the insatiable Gummint eggsperts, nanny-staters and usual suspects.

Offline TOPNDR

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Re: Is this good customer service?
« Reply #3 on: July 01, 2012, 12:53:55 AM »
We had the opposite problem. We contacted Dometic from Eucla via email, asking if we could use a non Dometic agent to service our diesel heater because the closest agent was a 600km detour from our intended path. We cc'd the manufacturer of our Quantum, Australian Off Road Campers, because the whole rig was still under warranty.

Dometic said yes but AORC also contacted us and said don't get it repaired, we'll replace it. They then sent a replacement unit to Broome (a mutually agreed convenient location) and paid for the installation!

Now THAT's customer service!   :cup: :cheers:
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Offline becboo

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Re: Is this good customer service?
« Reply #4 on: July 01, 2012, 09:09:58 AM »
Yes I would say that is bad customer service.
What happened to after sales service ??  They have forgotten repeat customers are needed as well as a good word of mouth.
Funny how some business's are really good at bad mouthing themselves. 
Wouldn't be going back there!!

cheers
Becboo
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Offline rockman

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Re: Is this good customer service?
« Reply #5 on: July 01, 2012, 09:20:20 AM »
What about service ... spent $125k on a bobcat and its spent the last 16 months getting fixed under warranty ... and now looks like it needs a part from the states to fix the rest ... adding another 4-5 months for the repairs WTF !..... and they have the hide to ask me if i will be satisfied with the repairs .
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Offline Stozz

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Re: Is this good customer service?
« Reply #6 on: July 01, 2012, 12:18:10 PM »
This has been a common problem with the 2011 Jayco outbacks. There are several posts on this site about the exact same thing happening and I think there was a Jayco recall notice about it. Worth investigating further.
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Offline dazzler

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Re: Is this good customer service?
« Reply #7 on: July 01, 2012, 02:17:49 PM »
Quote from: rockman on July 01, 2012, 09:20:20 AM
What about service ... spent $125k on a bobcat and its spent the last 16 months getting fixed under warranty ... and now looks like it needs a part from the states to fix the rest ... adding another 4-5 months for the repairs WTF !..... and they have the hide to ask me if i will be satisfied with the repairs .

Its funny (or sad). When I bought my skid steer in 08 everyone said bobcat or cat.  Went with ASV positrack and never had an issue.  You can be lucky I guess.
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Offline rockman

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Re: Is this good customer service?
« Reply #8 on: July 01, 2012, 02:32:49 PM »
Quote from: dazzler on July 01, 2012, 02:17:49 PM
Its funny (or sad). When I bought my skid steer in 08 everyone said bobcat or cat.  Went with ASV positrack and never had an issue.  You can be lucky I guess.
[/quote

Mine was a New Holland and have now gone to a Takeuchi
Into the solicitors next week to start mediation and then off to court ..... YAH ...NOT !
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Offline prodigyrf

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Re: Is this good customer service?
« Reply #9 on: July 01, 2012, 11:00:47 PM »
This is the one you're looking for-
http://www.consumerlaw.gov.au/content/the_acl/downloads/consumer_guarantees_guide.pdf
and bad luck with that business expenditure over $40k because unlike private consumers you can't call foul with a 'major problem' and ask for your dough back. Mind you with that Bobcat experience I'd be talking to my Industry Association legal eagles about suing for business loss.

As far as the shattered glass goes I've had a few mates experience it installing frameless shower screens. One minute you're holding a heavy 10mm sheet of glass and next second you're not. Everything's made in China nowadays and clearly the quality control of tempered glass leaves a lot to be desired. It's a lottery but noone wants to pay the price of Western QA and the wages that go with it these days so grin and bear it. The last seller still has to cop it sweet.
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There's no Great Evil conspiracy against consumers within engineering, manufacturing and supply. Just the many tradeoffs incurred to satisfy diverse tastes, priorities and wallets. But first comes all the insatiable Gummint eggsperts, nanny-staters and usual suspects.
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