Usinmyknaus Posted June 21, 2007 Share Posted June 21, 2007 I've read many horror stories about dealers and in another thread I said that for what motorhomers pay for vans we have a right to high expectations. I thought I should share my own experience of collecting my Knaus last Thursday from Lowdhams of Nottingham. My wife and I arrived at reception at the appointed time to be greeted enthusiastically by Diana from Sales, who immediately arranged hot drinks. We were then introduced to "Mick" from "Dispatch" who is Lowdhams hand-over specialist. He does several every day and has a huge depth of knowledge. Mick took us out to the van and in a little over 2 hours took us through every switch, button, lever, system and heaven knows what else, calmly and patiently dealing with my neophyte's ignorance, answering every question and explaining how to get more information if I needed it. Although the weather had been foul, the van was spotless inside and out. Mick took care to show that all of the "extras" had been fitted and demonstrated the operation of each in turn. Mick spotted a bulb was not working in a light fixture and I noticed that the Renault dealer's PDI had missed the windscreen washer fluid. Mick aranged for these to be fixed straight away. He also arranged for gas bottles to be installed and tested. We were then left to play in the van and told where Mick would be if we needed anything. When we were ready we sought out Diana again who, over more hot drinks, took us through all of the manuals (lots of 'em). She also gave us an out of hours contact number for a very experienced technician who we could call should we find ourselves stuck in a field somewhere and unable to make something work - a nice touch I thought. Only when we were completely happy with the van were we expected to pay for it. Mick then arrived and presented my wife with a huge bouquet of good quality flowers complete with vase, gift wrapping and ribbon. Naturally this registered bonus points with The Boss. We then took the van round the corner to Lowdhams' customer Aire de Service for a free night complete with hook-up to try everything out. We noted that Mick had sorted the bulb, washer fluid and gas and all was fine. The storms that night severely tested the Knaus water proofing but there were no problems. Next morning in a brief period of sunshine I decided I was not content with the picture on the rear view camera's monitor and did not want to spend time reading the manual and fiddling with buttons. I went to Lowdhams service reception to ask for help and a technician was with me in a matter of seconds, discussed what I wanted, walked to the Aire with me and had the screen adjusted in just 5 minutes or so. I was very impressed with Lowdhams on the day and I really cannot fault them. My wife is professionally qualified in purchasing and supply and heads a national organisation's Commercial operation buying many hundreds of millions' of pounds of goods and services annually. She rated Lowdhams Sales and Dispatch operations as "Excellent" and that sums it up for me. The first weekend away went well, everything on the van worked perfectly. I made minor adjustments to 2 door catches and that was it. First impressions of the Renault Master and its Quickshift6 autobox were very favourable and on an engine that has now got just 241 miles on it I returned 29.26 miles per gallon. Similarly first impressions of the Knaus 650MG were also favourable. So, so far so good and by the way what I learned from the experts on this site has been extremely useful thoughout the entire process of earliest research through to first weekend away, so thank you all. Bob (Now really "Usinmyknaus".) Link to comment Share on other sites More sharing options...
crinklystarfish Posted June 21, 2007 Share Posted June 21, 2007 Glad to hear that the hand over went well. We enjoyed a similarly high standard of sales service at the same dealer with a similar 'van. I hope the service department are able to match this standard for you; I've personally faced frustration, delay and bad workmanship in their care. It may be that I've just been unlucky, and to be fair, they have always eventually resolved any issues, at least to a standard that I have then been able to finish off properly. It has sometimes been a battle though. As always, the acid test is after-sales. I do hope you get good service, good luck. Link to comment Share on other sites More sharing options...
chas Posted June 21, 2007 Share Posted June 21, 2007 Hi Robert- What a great profesional handover, I dont have to ask where you might buy you next van from, I would class that as a PERFECT handover, what do you say Brian (lol) (lol) Best of luck with your travels. chas Link to comment Share on other sites More sharing options...
Usinmyknaus Posted June 21, 2007 Author Share Posted June 21, 2007 Thanks Chas. Bob Link to comment Share on other sites More sharing options...
Usinmyknaus Posted June 21, 2007 Author Share Posted June 21, 2007 Brian, Your "Delivery Checklist" worked a treat and gave us a lot of confidence, thanks. Bob Link to comment Share on other sites More sharing options...
Usinmyknaus Posted June 21, 2007 Author Share Posted June 21, 2007 crinklystarfish - 2007-06-21 8:18 AM Glad to hear that the hand over went well. We enjoyed a similarly high standard of sales service at the same dealer with a similar 'van. I hope the service department are able to match this standard for you; I've personally faced frustration, delay and bad workmanship in their care. It may be that I've just been unlucky, and to be fair, they have always eventually resolved any issues, at least to a standard that I have then been able to finish off properly. It has sometimes been a battle though. As always, the acid test is after-sales. I do hope you get good service, good luck. Thanks for your good wishes. Your experience is not good to hear, but I guess time will tell for us. I will feedback to the forum on any experiences in the future. I guess if we all do that on a regular basis dealers will have to take note. Bob Link to comment Share on other sites More sharing options...
davenewellhome Posted June 21, 2007 Share Posted June 21, 2007 Congratulations Bob, now you really are using you knaus. I hope everything goes well for you. D. Link to comment Share on other sites More sharing options...
Usinmyknaus Posted June 21, 2007 Author Share Posted June 21, 2007 Thanks Dave, we're looking forward to meeting you early next month. Bob Link to comment Share on other sites More sharing options...
JohnP Posted June 21, 2007 Share Posted June 21, 2007 Will compare my experience of handover next Tuesday at Lowdhams. Again a Knaus. Link to comment Share on other sites More sharing options...
Guest JudgeMental Posted June 21, 2007 Share Posted June 21, 2007 As I have purchased all my campers in Europe can't comment on UK hand overs. but my experiences have been similar to Usinmyknaus and I have always received a methodical hand over - only problem being to remember everything.:-S Strange that Usinmyknaus experience seems to be the exception rather the the rule... Here for a good time - not a long time =========================== Link to comment Share on other sites More sharing options...
Mel E Posted June 21, 2007 Share Posted June 21, 2007 Absolutely fantastic and well done Lowdhams. A great story of how it should be done. I'm very sorry to strike any negative note, but it still wouldn't persuade me to buy in the UK rather than in Germany where you would have saved £thousands. Mel E ==== Link to comment Share on other sites More sharing options...
Pilgrimphil Posted June 21, 2007 Share Posted June 21, 2007 Usinmyknaus's Lowdhams experience is very similar to our own in June 2006. We have a Sun Ti 650ME which we have thoroughly enjoyed even though we have had some minor niggles which have, generally, been dealt with quickly & efficiently by the Service Department. The only delays we have had related to a new TV screen & shower screen coming over from Germany. As this was our first motorhome, we were bemused by all the instruction we received from Gary but, with the use of various downloaded "check lists", we retained most of the important stuff. We have had 23 trips away since last June (Sowerby Bridge this weekend) and think we have just about got the hang of it! We have recently returned to have our annual damp check carried out and, having wandered around the sales area looking at other motorhomes on show, we are convinced that the twin single bed option that we chose was the right one. The only one that looked good was the Carthago Chic range but that was £25k+ more & a metre longer! Dream on. PilgrimPhil Link to comment Share on other sites More sharing options...
Bazza454 Posted June 21, 2007 Share Posted June 21, 2007 Hi Bob,I purchased a Knaus from Lowdhams in 2005 and the handover experience was similar to yours, excellent, and "Mick" is a real star, very patient and very thorough.Since taking delivery the van has been back a couple of times for warranty work (nothing major) and their Service Manager, Paul Macey, although very busy and obviously under a lot of pressure, has always tried to ensure that the work has been carried out efficiently and at a convenient time.When the first habitation service becomes due in June 2008, try to book this at least a couple of months before, they do get very busy.Enjoy the van. Link to comment Share on other sites More sharing options...
Brian Kirby Posted June 21, 2007 Share Posted June 21, 2007 Excellent handover. Glad it all works, and is as ordered. 11/10 to Lowdhams and yes, that one is just about perfick! So, it can be done. Others please copy!ChasI didn't say it can't be done, nor that it shouldn't be what we expect, just that it would be unwise to turn up to collect a van anticipating that level of service from everyone, all the time. Call me a cynic, but I do believe the best maxim is to plan for the worst, but hope for the best. That way you get nice surprises when the service is good, but you have dry ammunition handy if it isn't. Sad old world isn't it?Well done Lowdhams! Link to comment Share on other sites More sharing options...
Mike Hol Posted June 21, 2007 Share Posted June 21, 2007 Hi, We experienced exactly the same as "Crincklystarfish" at Lowdhams. A good handover, by Mick, although he didn't know that the van had electric heating, as well as gas, so it couldn't be described as absolutely perfect. The problems, though, have been with the after sales department. I have grave doubts about the competence of some of the staff and after giving them the oportunity to rectify various faults, have decided that, in future, I will address any problems myself, if possible. I can hardly do any worse. Lowdhams need, in my opinion, to examine their procedures regarding "After Sales". This area of their business lets them down considerably and falls far short of the standards that customers ought to expect. We won't be buying from them again and probably will try to purchase in mainland Europe. For me, Lowdhams have destroyed the myth about the benefits of after sales, when buying from a local dealer. Link to comment Share on other sites More sharing options...
fjmike Posted June 21, 2007 Share Posted June 21, 2007 I must admit that we had a similar experience when we bought our Dethleffs from Lowdhams nearly three years ago. Do not expect this level of service all the time though - The last time our van saw Lowdhams was for its Hab. service. We dutifully emptied all the lockers and the garage allowing access for damp checks and getting to the boiler. I was so unimpressed when we collected the van that they charged me £200+ but didn't even so much as look at the boiler, makes you wonder what else they didn't do >:-( Link to comment Share on other sites More sharing options...
michele Posted June 21, 2007 Share Posted June 21, 2007 So Like Dave Newell done two log on's you can have Usinmyknaus when its obviously being used and Notusinmyknaus IF and I say IF you have problems fingers crossed with aftersales...But i wish you all the best and many a happy travell in it I just hope that the others above had just caught the aftersales at a bad time...well done Lowdhams keep up the good work ...I think as i love flwers I will try them next time after all a flower go's along way after spending that amount of money ... Link to comment Share on other sites More sharing options...
Usinmyknaus Posted June 22, 2007 Author Share Posted June 22, 2007 Bazza454 - 2007-06-21 2:41 PMHi Bob,I purchased a Knaus from Lowdhams in 2005 and the handover experience was similar to yours, excellent, and "Mick" is a real star, very patient and very thorough.Since taking delivery the van has been back a couple of times for warranty work (nothing major) and their Service Manager, Paul Macey, although very busy and obviously under a lot of pressure, has always tried to ensure that the work has been carried out efficiently and at a convenient time.When the first habitation service becomes due in June 2008, try to book this at least a couple of months before, they do get very busy.Enjoy the van.Thanks Bazza, tip noted.Bob Link to comment Share on other sites More sharing options...
Usinmyknaus Posted June 22, 2007 Author Share Posted June 22, 2007 michele - 2007-06-21 10:35 PM So Like Dave Newell done two log on's you can have Usinmyknaus when its obviously being used and Notusinmyknaus IF and I say IF you have problems fingers crossed with aftersales...But i wish you all the best and many a happy travell in it I just hope that the others above had just caught the aftersales at a bad time...well done Lowdhams keep up the good work ...I think as i love flwers I will try them next time after all a flower go's along way after spending that amount of money ... Thanks for the good wishes Michele. I'd like Dave to do the habitation checks but the warranty ties me in to the dealer network for 5 years. I'll feedback to the Forum any experiences good or bad with after sales. Meanwhile fingers crossed all continues to go well.... Bob Link to comment Share on other sites More sharing options...
Vernon B Posted June 24, 2007 Share Posted June 24, 2007 That really is great news Bob and as Brian observed it can be done. Frankly I think you can rest assured that you've bought well - Diana's enthusiam says it all - if an employee shows confidence it what she is involved with I've no doubt you can too. Vernon Link to comment Share on other sites More sharing options...
icelander Posted June 24, 2007 Share Posted June 24, 2007 Wow what a dream! Link to comment Share on other sites More sharing options...
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