[JanHank]

I sense a bit of momentum here Jan - you'll be on the road in no time! 🤞

It gets a bit confusing really with all the different ideas Jean, but how lucky am I to have all this helpful advice, just one of the reasons I could never desert this forum.

 

[Drew]

It gets a bit confusing really with all the different ideas Jean, but how lucky am I to have all this helpful advice, just one of the reasons I could never desert this forum.far from a conclusion.
[/QUOTE.

Jan, this is Forum, you ask a question and get oo's of answers. Lots of helpful advice as you say. As far as I can see, non of this advice has been helpful, you are still in the same position as you were when you brought your van home.

Not what you want to hear, but the truth.

 

[JanHank]

It‘s like this Drew, I sit here on my own, It helps my sanity to be able to talk to people and get almost an immediate answer and all this I am going to discuss with the insurance and the repairer next week as best as I possibly can, you may not think so, but this all helps me. I should have maybe gone about it in a different way, but I didn’t, now I have to put my mind to it and get the mess sorted out one way or another. Hopefully I will never have another major accident, but if I do I’ll know how to handle it better.

 

[jiwawa]

As far as I can see, non of this advice has been helpful, you are still in the same position as you were when you brought your van home.

TBH Drew, if Jan thinks it's been helpful then it has. I completely agree with what she's said above - as someone living alone, it's good to chew over things with people you regard as friends, who have your best interests at heart.

 

[GMJ]

I emailed Wednesday, had a reply from him/her
Good afternoon Mrs Köhne,
I have looked into this for you and have not yet had any correspondence from our suppliers to advise an ETA for your parts as of yet.
I will chase this again for you today.

So just to let you know what's going on.
I went to look at my Navajo yesterday, no sign of Matthias and the van was outside another on had taken its place inside.
I rang him this morning and among other things he didn´t have time to talk this morning, but will ring me Monday to make a time for us to have a chat about how to carry on because at this rate I still won´t have it back for summer. He said he has had the batteries on charge until he swapped the vans over.
Barry, Roger and Jürgen have all said just to get it tidied up and the gas going again and use it as it is, I think that's what Matthias is going to suggest as well and if he doesn´t I will.

Keep the pressure up on them now Jan, now that you have a 'live' one. Drop them another line tomorrow chasing them again as your contact were chasing their suppliers last week. It'll keep your case towards the top of their pile. It'll also keep you in their mind and the more you badger them the more they'll want shot of you doing that.

Keep on explaining how long it's been. If your contact can't get anywhere ask them to whom you can speak with. Previously I had good service when I wrote to the Customer Service Manager at A-T about a damp/warranty issue. I haven't got his name handy as I'm away but some Google research might throw it up for you.

Keep a note of all your emails or tel calls as again, if you have to elevate this up through the food chain, it provides good ammo to your case if you can show poor service has been received.

 

[JanHank]

I wrote Auto Trail a friendly email again at 14.29 received an answer 15.11

Dear Janet

Firstly apologies for the lack of response from me, I have been waiting an update from my team and it slipped through the net for chasing up.

We have suffered delays in having part manufactured via our supply chain. I have received confirmation that we have received the order and have now requested their release with the other items for delivery to Tyne Valley, which I hope will be with them at some point next week.

I trust this helps

Kind regards

 

[barryd]

Sounds promising Jan. So providing they use a decent courier and get their Brexit red tape sorted you should have them imminently.

 

[GMJ]

Nice one Jan. I'd make a note to chase them on Thursday next week. That way they have most of the week to get the parts sorted plus Thursday and Friday to respond to your email too....and sort the parts out if it hasn't happened.

 

[JanHank]

Nice one Jan. I'd make a note to chase them on Thursday next week. That way they have most of the week to get the parts sorted plus Thursday and Friday to respond to your email too....and sort the parts out if it hasn't happened.

Friday there`s nobody there, it will be Wednesday when I ring Tynevalleymotorhomes to see if they have them.

 

[GMJ]

Make a note of any phone calls: date and time and to whom you speak to. That way if they are still p1ssing you about you have a diary of calls and emails with which to hit them with.

 

[JanHank]

It`s all done by email Graham and kept in the Tynevalleymotorhomes file.

 

[GMJ]

You said you were going to ring them in post #49 that why I mentioned it.

 

[JanHank]

You said you were going to ring them in post #49 that why I mentioned it.

Ringing Tynevalley not Auto-Trail and as both give an immediate response to my emails I normally email which to my mind is better than phone calls as they answer almost immediately so I have a written record. Probably would have been better if I had said contact.

 

[barryd]

Email is always best I reckon. You have a paper trail. However in my experience of dealing with motorhome, car and bike dealers they are sodding hopeless at responding to emails. I am sure its deliberate in some cases probably because they dont want a paper trail.

 

[JanHank]

I have to say so far with both dealer, Auto-trails MD and their head of Dealer Support my emails have been answered within the hour every time.

 

[barryd]

I have to say so far with both dealer, Auto-trails MD and their head of Dealer Support my emails have been answered within the hour every time.

Good! They probably know you are motorhome royalty and on all the forums.

 

[JanHank]

Funny you should say that, because I have already thought if I hear nothing good next week I would tell Dave Thomas the MD just that and I´d advise people on all my motorhome forums not to buy Auto-Trail because the after service is sh!t 😁

 

[barryd]

Funny you should say that, because I have already thought if I hear nothing good next week I would tell Dave Thomas the MD just that and I´d advise people on all my motorhome forums not to buy Auto-Trail because the after service is sh!t 😁

You just need to be subtle about it. Tell them you are a dedicated motorhome online blogger (influencer even) and your thousands of motorhomer followers are excited by the news that Autotrail are now on the case and are delighted that they are finally getting things sorted for you and await the imminent arrival of said parts and a quick fix with baited breath.

 

[JanHank]

Super idea, proper diplomat you is.😁

 

[jiwawa]

Super idea, proper diplomat you is.😁

Now there's a surprise! 😂