TonyG44 Posted November 6, 2018 Share Posted November 6, 2018 Dear All A dear friend of mine has bought a new VW Crafter campervan He's not happy, the VW is excellent but the conversion is fraught with problems. He has issues with, the water tank, water supply, inverter, lithium ion battery, induction hob, broken marble work top, lighting, plus a few issues with what he ordered and what he got. He is fuming, and extremely upset, it's his life savings he's spent He's taken it back twice, and another return due in 4 weeks to sort the water tank, and he's been on the phone for hours being passed from pillar to post. I am trying to help document all the issues tomorrow, so any advice on what we can do would be appreciated Many Thanks Link to comment Share on other sites More sharing options...
StuartO Posted November 6, 2018 Share Posted November 6, 2018 If it's a new vehicle with multiple faults which the dealer is not repairing your friend has the option of rejecting it (as not being of acceptable quality) and getting all his money back. The dealership might start trying harder to fix things properly if he raises this as a possibility with them but assuming he remains disatisfied he would be well advised to use a solicitor - but it should be a straight forward refund to achieve. Link to comment Share on other sites More sharing options...
Derek Uzzell Posted November 6, 2018 Share Posted November 6, 2018 This link is to an article summarising a buyer’s right to reject a new vehicle https://www.carbuyer.co.uk/tips-and-advice/your-new-car-rights and this link indicates that rejecting a faulty new motorhome may be far from simple https://tinyurl.com/yb5zelmx Link to comment Share on other sites More sharing options...
Brock Posted November 6, 2018 Share Posted November 6, 2018 I suggest your friend checks to see whether he has access to free legal advice eg through membership of a motoring club, Which Consumer, Caravan & Camping Club, CSMA etc. He may also consider whether the Consumer Action Group, or similar websites, will guide him. Put the documents in chronological order in a large ring binder. Tab the important documents so you can access them quickly. Prepare an index of the documents you hold. At the front of the binder keep a running summary of what is happening and the date of such events. In the unlikely event that legal proceedings are needed, documents will have to be disclosed so be very careful what you write on documents and the file. Try and make a copy of the documents - photocopy or scan them or ensure they are backed up on computer. If he is being passed from pillar to post, put everything in writing. He should write notes on any telephone calls he had/will have. Get first and second names of people he deals with. Try and work out the hierarchy of the business and who are the key decision makers. If you can, investigate the financial standing of the converter/dealer and whether other customers are having problems. Do not slag off the converter/dealer but you should be able to ask questions such as, "Has anyone had any dealings with X" or make supportable factual statements. The financial side may prove important because a small converter firm may not be able to stand the loss of a returned vehicle or have already spent the money. It might help keeping your friend busy because people who are busy feel a sense of purpose and less stress. Much will depend on his current mental state. It's good you are helping him get organised because that will make it much easier to take forward matters. Link to comment Share on other sites More sharing options...
TonyG44 Posted November 6, 2018 Author Share Posted November 6, 2018 many thanks, that's most useful TG Link to comment Share on other sites More sharing options...
Brian Kirby Posted November 7, 2018 Share Posted November 7, 2018 Brock - 2018-11-06 8:02 PM I suggest your friend checks to see whether he has access to free legal advice eg through membership of a motoring club, Which Consumer, Caravan & Camping Club, CSMA etc. He may also consider whether the Consumer Action Group, or similar websites, will guide him...............….. I would add to that list his home and contents insurance, some of which include legal advice, plus Citizen's Advice, who should have a free initial consultation service available, and whose website has a number of advisory pages and publications than will explain his options. It's no help now, but in view of the reported state of the van, and in case anyone else is in a similar position, it is perhaps a shame that he agreed to accept delivery. Final thought, is there any credit or HP involved in the purchase, as it may be worth investigation whether he can hand the issue to them on the basis that they "own" the vehicle (I think there is a minimum proportion of the total purchase price that has to be on credit for this to be the case, but may be worth exploring). In the meantime, the one thing he should not do is use the van, as that will reinforce his acceptance of it. The rules surrounding "legal rejection" are a bit pernickety, so a quick trip to Citizens Advice might be the best place to kick off. Link to comment Share on other sites More sharing options...
StuartO Posted November 7, 2018 Share Posted November 7, 2018 There's an important difference between the provision legal "advice" (as might be available as part of a membership or policy provision) and "legal representation", which means the lawyer actually does something useful for you, rather than just advising you, which might simply be to advise you to engage a solicitor to represent you. Link to comment Share on other sites More sharing options...
Brian Kirby Posted November 7, 2018 Share Posted November 7, 2018 True, but it invaluable to be advised by a qualified person what your legal options are. That advice may be that you have a good case for rejection if you choose to pursue it, or that you have a very tenuous case which it would be unwise to pursue further. What you should be advised, though, is what alternatives to rejection you could follow to gain at least some redress (a partial refund, for example). Link to comment Share on other sites More sharing options...
TonyG44 Posted November 7, 2018 Author Share Posted November 7, 2018 Thanks, he's only used the van once, when he discovered the problems with water tank and water supply, the very expensive battery and inverter do not work, and cannot power the hob as requested. Having just done this myself with another company, It Is very difficult to find what is good and what is bad until you live with it for at least a week We have looked into solicitors, initial consultation is £150, so we will look into other options as you suggest before going down this route Many thanks again TG Link to comment Share on other sites More sharing options...
Den Posted November 7, 2018 Share Posted November 7, 2018 Hi Tony Is the company a main line manufacturer or a small bespoke company. Link to comment Share on other sites More sharing options...
flicka Posted November 7, 2018 Share Posted November 7, 2018 It appears he has some specific options which I assume were detailed at the time of ordering the vehicle. So any documents identifying those should also be included in the chronological file. Link to comment Share on other sites More sharing options...
Brock Posted November 7, 2018 Share Posted November 7, 2018 It's too early to be thinking about instructing a solicitor. Best get the paperwork sorted out and an 'audit trail' in place otherwise the solicitor will have to do it and it will cost. Then consider what steps are required. Link to comment Share on other sites More sharing options...
Mike88 Posted November 8, 2018 Share Posted November 8, 2018 StuartO - 2018-11-07 1:15 PMThere's an important difference between the provision legal "advice" (as might be available as part of a membership or policy provision) and "legal representation", which means the lawyer actually does something useful for you, rather than just advising you, which might simply be to advise you to engage a solicitor to represent you. I agree. My experience of legal advice under an insurance policy is simply a referral to a solicitor specialising in the complaint in question. Link to comment Share on other sites More sharing options...
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