New Caravans....what's the standard?

I can sympathise with Terrys. I also bought a Coachman in 2010, a Laser 6 berth twin axle. When we used the oven the food didn't cook. On return home measured oven temperature, it was 30c below the dial setting. Thetford came, eventually changed the oven, same problem. Agreed with dealer to fix problem myself and adjusted the brass setting screw for temperature control of oven on the side of the dial/control after removing cover. Now oven works fine. During this time wrote emails to Coachman and left messages on answer M/C  and was totally ignored by Coachman, not even the decency to answer me. Having spent most of my life in corporate customer service I cannot begin to understand Coachman's approach to customer service and to maintaining customer loyalty. Needless to say this is the only Coachman we will ever buy, I'm only ever ignored once.  Also, previously we had a 1998 Bailey Senator California, a beautiful van fault free, which we kept for 12 years. Like Terrys unfortunately we weren't too keen on the latest Baileys, I hope they can produce a 'van to match the 1998/99 vans again. Trouble is we aren't fixed bed caravanners and the options are increasingly limited in caravan manufacturers ranges.

I find it strange how certain manufacturers achieve a reputation for quality from nowhere.  Coachman is one, and in the recent Caravan TV Programme when Andy Whatisname was reviewing one of their caravans he banged on and on about "solid build and fantastic quality".  Yet here we are with another Coachman disaster - where's the bullet proof build on this one?

Now, I'm not having a go at Coachman, because all caravan manufacturers have their disaster vans from time to time.  Neither do I blame Coachman for basking in the glory of this so-called quality reputation.  I would however put it to you, that Coachman's build quality is no better, nor worse than any other manufacturer.  Rather like the supposition that Bailey's Alutech is more likely to impede water ingress (which even Bailey has never argued that it does) - it is another myth.  The fact that Bailey have recently withdrawn their much vaunted 10 year warranty, would indicate that even they don't have too much faith in it's ability to keep water out in the long term.

Many years ago, Volvo gained the reputation of being the safest cars on the road, because they were built like tanks.  The fact is, because they had so little impact absorbtion, you were more likely to be killed in a head on collision in a Volvo than any other manufacturer that had invested in crumple zones.  Even today, Volvo have been able to hold on to that "safer than any other" tag, even though they are no more or less safe than any other car on the road.

One thing that does annoy me hugely, is the many reports that are seen, to the effect that most caravan manufacturers refuse to deal direct with their customers in the case of serious problems. I'm not suggesting that they should get involved with every little problem,and I am aware that the contract is with the dealer, but surely they should try to help directly with more serious issues.

Swift Group are, it seems, the only manufacturer that will deal dierct with their customers, and even offer a direct service through their Swift Talk website, which is monitored by senior factory personnel, and those from their electrical suppliers, and the like of Thetford.  Long may it continue.  

Thanks 4wheelsonmywagon and 777 your comments are very helpful. It looks to me as if Coachman have lost their way; especially with regard to their warranty and support! Their responses to my concerns were just brushed aside, including Truma and BCA Leisure who offered very little in the way of genuine support.  Well I conclude that the next £20,000 won't be going Coachman's way. The truth is out there!

Our experience has been totally different when we purchased our Swift caravan.  Swift and our local dealer have been brilliant and we cannot fault them.  In April 2010 we took delevery of a dealer special - a new Swift Cranford  caravan.  It had several teething problems, the rear bed was  uncomfortable as the cushions were at different levels - the result cushions collected and replaced - brilliant service. The notorious drop down television locker caused much angst when it fired rollers at us when operated - result fixed to our satisfaction.  An electronic control unit failed - result fixed immediately. 

The Swift customer service department were helpful, polite and concerned and although they are regularly maoned at on the Swift forum, they do not ignore you and do help.

WELL DONE SWIFT