New Camper trailer with Major Defects

[lilstookie]

Hi all,
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 ?

[Moggy]

I dont think it's unreasonable to expect a replacement, perhaps ask them would they rather replace the camper, or have a $hit fight over consumer law & the ensuing bad publicity (mention the myswag community is keen to know brand but your holding out for their benefit) or give you your money back.
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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[chillipepperz]

I guess being Aussie made it would be easier to sort out than if it was a Chinese made camper? (I'll run and hide now!!!) Seriously though- good luck with the problems- and yes, I'd be asking for a refund.

[vicandug]

I would definitely be asking for a new camper trailer.

Unless they can repair it as good as new which they obviously they are not able to do.

Near enough is not good enough.

[Fathom]

I wouldn't accept it if I paid $10 let alone $30k
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

[Goose]

At the time of sale, had you been shown an example model, such as in a showroom or at a trade show or in brochures or a website? If the examples you saw didn't have the defects you experienced then it would be pretty reasonable for a lawyer to argue you're entitled to refund or replacement as the delivered product doesn't match the expectation set in the sales process.

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.

[evolution]

Hi mate,

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

[McGirr]

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

[BaseCamp]

Hey mate. ..  that's sickening to read how you have been mistreated....

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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[monbeg]

I will be crossing that off my list, definitely not what you would expect from them.
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.

[oldmate]

Take it back, and tell them you want the new camper that you paid for!!! 
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.

[Bill]

I would want a new one.
Bill

[slcs78]

I would want a new one!! As has been said its not hard to figure out the brand of said trailer and I'm surprised to say the least this is how you have been treated. Good luck

[edz]

I wonder if you'll get the O'l " Its up to the manufacturer to repair or replace at their descretion " Reply from the Dept of Fair Trading like we did when when we had a problem once, If you headed down that path with a written complaint ..
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 .

[lilstookie]

The company in question have been very good to offer to fix issues.
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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[Bird]

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!

[lilstookie]

If this camper had none of the mentioned issues we would be very happy proud campers. We love the camper and it suits our family needs.
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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[MDS69]

Sorry to read of your experiences.
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).

[Bird]

Take a drive to the head office and deal with them.

[lilstookie]

Like I said we are waiting till 18 th till factory opens.
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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[Darcy7]

I figured out who it is too and I have to say I am completely surprised.  Normally one of the netter brands on the market.

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

[tomo]

hi
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

[woolgoolgaoffroad]

what a shame....have done several trips away with that company..

[Azz]

I would ask for what you paid for, not a patched up version. I believe you are well within your rights to do so. You have not been sold what you agreed to buy.

[Rumpig]

Some issues I could live with being repaired, but the canvas is a no brainer not acceptable for me. My KK was repaired after a shockie mount broke off of it, it is a galvanised chassis but I can live with it being repaired and go date have no rust issues several years later. Kimberley extended my campers chassis warranty and restarted the entire campers warranty from the day I got it back from being repaired. I wasn't happy with the breakage, but was very happy with the fact they picked the camper up from my house, fixed it with just the one phone call made, extended the warranties and returned it back to my house once repaired.....take note manufacturers, that's called customer service and is what should be done when your product fails or isn't up to the standard someone has paid for.