SMC Motorhomes - Buyer beware!

Good evening

We too are experiencing problems with SMC. We purchased a 2015 Autotrail Trackers EKS in Dec 2021. We've been back 3 times since then with problems with the comfortmatic auto gear box.

It sticks in gear, failing to change up or down until the engine is switched off, warning light refers to handbook. It emits an audible alarm, which when it goes makes our hearts sink. It went back for a week of investigation, software update apparently. The problem wasn't solved, first run out last Thursday and the gear stuck in 4th and an additional "check engine" warning light come on. Tomorrow it goes back again for a 4th time. Again they want it for a couple of days. 

I suspect the vehicle had this fault when we purchased it, I have the details of the previous owner as SMC didn't fulfill their GDPR obligations when handing over previous owner paperwork and removing his name and address, I'm minded to contact them.

In the meantime the joy has been replaced with significant inconvenience and a deep mistrust of the vehicle.  Next week we are due to go away again, who knows if we will.

I have made contact with the CMC legal helpline and await their advice.

An update

SMC settled during prelimonary hearing that was arranged at small claims court.  The preliminary hearing was set up to review the case in more detail and for the jogdge to outline what information he would need to hear the case, but I think the judge also used it as a way of mediating directly and make SMC see some sence.   The judge was clear that SMC were liable for something though he wouldn't go into detail of what and how much until the case was at actual hearing.  It was like pulling teeth but SMC agreed on an improved settlement which I agreed to (Id made my point and didn't see the need to take it further).

It wasn't about the money but more about having a level of service that we expect from suppliers.  Im hoping SMC might think twice next time.

Im still having issues with the van but have resigned to fixing them as they arise.

ps I hope you're all well and enjoying the travelling season :-) all the best

Congratulations, your tenacity paid off. No one ever wins until people stand up & fight for their rights👍🏻👏🏻👏🏻

Well done. It proves the benefit of sticking to your guns and following the process of law. Not many companies will want to end up with a notice of judgement against them and it’s not unusual for a settlement to be made prior to the hearing. 

Thanks for the update. I hope you will now be able to enjoy your van.

When I complained all I got from their sales manager is the curt response ‘give me the van back I can sell it all day!’

Theres the problem in one sentence. Dealers have had it too easy in recent years due to international travel restrictions, and we've seen caravan and motorhome 'retailers' pop up all over the place.

The only answer is to be extra vigilant when ordering, and taking the legal route when they don't behave.

Well done 

+1, I’ve been told that too. The tide is turning, just starting. There will be more & more LV’s being offered back to dealers & unfortunately repossessions as this explosion of energy & fuel costs plus inflation begins shortly🙁. The world is paying for its rampant consumerism.

I suppose the moral to this story is always look up reviews for companies before you purchase anything from them, as I found not too long ago when I bought a gas boiler from from a company which I later found out had abysmal reviews and shortly after purchase of the boiler, went bust!

Personally, I think that I might have taken up his offer to accept  the van back and gone elsewhere,  depending of course, how much he was offering for it, as I would not expect to be very much out of pocket due to their failures and incompetence and would have hated the hassle and inconvenenience.

I do wonder if many other people have had problems with caravans, campers, motorhomes or cars which were ordered just before Covid.

Congratulations, your tenacity won the day.