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Yesterday (Jan 20), I and a few others from this Forum attended a meeting arranged by Swift. For this I would like to thank Peter Smith and his colleagues for making us most welcome.
The meeting provided an over sight of the design and development of Motorhomes and trials and tribulations of providing Customer Care and keeping everyone happy.
There is no doubt that Swift are listening carefully to their customers and are intent on improving their product design and relationship between customers and dealers. Time ran out before I could pose questions on what was being done to improve quality during the manufacturing stage. I don't doubt though that this is being looked at, although there still seems to be a reliance on dealers performing a PDI. While a PDI is good to ensure that the vehicle is clean and presentable I don't think it should be used as a 'catch all' for faults. Vehicles should simply not leave the factory with inherent faults.
As far as Warranty issues are concerned, while the first line of action should always be to go to a dealer, Swift acknowledged that if contacted directly they will do what they can.
The Manufacturer - Dealer relationship is still one area that I think needs to be addessed. Some dealers appear to be doing harm to the manufacturers reputation, unjustly.
How does this relate to my own experiences? This is pure speculation on my part but back in 2006 Swift moved their manufacturing facilities to a larger single unit. Some dealers and mechanics I have spoken to said that Swift product in 2006 was very problematical. When was my MH built - late 2006 and I took delivery in Feb 2007. The quality cannot be put back into my vehicle. I just have to hope that now my last list of problems have been sorted I'll see no more - only time will tell.
From a customer care perspective, I've had a a number of contacts directly with Swift and I have to say that there has been an improvement over the two years I've had my vehicle. Its not been perfect and things still fall through the cracks. Communication internally and between customer and dealer fell down at times.
Am I convinced that future Swift product will be better designed and produced? - Yes.
Am I convinced that future Swift Customer Care will improve? - Yes.
Will Swift always get it right all the time - No one will.
Here's the important one to consider - how many other manufacturers have you come across that are as open as Swift?
Thanks for posting this. It's a shame you didn't have enough time to deal with all the things you would have liked. Nevertheless, it's a good start from Swift and hopefully this will not be the last time such a meeting can take place.
Again, thanks to all concerned for the time and effort they gave to this.
Agree totally, Swift are unique in the quality of care that they are striving to deliver and the manner in which they are responding.
I am not aware of any other manufacturer contributing to the forum or being willing to come out in the open and admit when problems exist and share what they are doing to solve them.
Having such a meeting is unique, we all hope that it will become an established part of customer care throughout the industry.
One thing that I do remember from way back when Swift first stuck their heads in here was that, I think it was Peter Smith, said that before reading what people here were saying, they ( Swift ) considered their customers to be the dealers.
I think that has changed in a very significant way.
Hi
Pity about the lack of Question time.
I think all the signs are there that Swift do try their best.
None the less Dealer choice is in my experience equally if not more important than maker. A good dealer will make sure that you as costumer gets the Motorhome in AI condition by not excepting unfinished units or units with known defects. He will also have model expertise and be able to liase between Maker & costumer on aftercare.
Swift need to get their Dealers to come on the web site and tell us why we should buy a Swift from them.
Taking my old MH around all dealers for the best priced trade-in gives me no indication as to the quality of the finish & service on the new MH Im buying but how else can you choose?.
May be as a group we could star rate Maker and Dealer on our own experieces?
Are there any true single maker dealerships?
Harry
It was after the Swift visit that myself and Jan decided to swop our Hymer for a Swift. Peter and the team gave us the assurance that things were/had changing/changed. We believed them and considered all the plus and minus points before changing.
Was no minutes taken from the meeting, as I think was suggested?
Maybe a customer Q + A on this site or Swift (Swift have a Q + A but it is not comprehensive. Just a thought!
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