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27/6/2018 at 7:04pm
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Are you thinking of buying a Bailey Caravan? Read this before you decide to by a bailey caravan, because I now wish I did not buy one.
I wish to make a claim to recover all of my out of pocket expenses that I have accrued in getting all the many faults put right that have been on my caravan. As you can see I am £120 out of pocket so far. And that’s not taking in account the stress, worry and all the in connivance I have been put through.
The amount of times that we have had to go to Stowfords to get repairs carried out on our Bailey 2017 Pegasus Rimini Caravan.
1. Take the caravan to Stowfords to have the caravan dried out after it got flooded out because the water hoses came off the tap of the kitchen sink due to the fact someone in the factory did not do his/her job correctly.
Leave the caravan and drive back home.
Round trip is 40 plus miles.
2. Go and pick the caravan up after the caravan was dried out and return home with the caravan.
Round trip is 40 plus miles.
3. Take the caravan to Stowfords to have the back panel that had a split in it replaced. All because someone at the factory could not do his/her job correctly. Wait while the replacement was put on and then return home with the caravan.
Round trip is 40 plus miles.
4. Take the caravan seat cushion back to Stowfords as it was faulty so I can have it replaced/repaired. Return home to wait for the replacement/repaired one to be sent back to Stowfords.
Round trip is 40 plus miles.
5. Take the faulty mattress that had a 2 inch dip in the centre of it back to Stowfords so it can be replaced with a new one. Leave mattress at Stowfords return home to wait for a replacement to be sent to Stowfords.
Round trip is 40 plus miles.
6. Go to Stowfords to pick up the seat cushion was told that the mattress still had not come despite being told by Shantell Kimimins of Baileys Customer Services that it would be it in time for my holiday. (If it hadn’t been for Stowfords giving my old one back so I can have a mattress for my holiday. I would not have had mattress for the holiday like I did last time.
Round trip is 40 plus miles.
7. Go to Stowfords to pick up the replacement mattress.
Round trip is 40 plus miles.
8. Go to Stowfords on the 28/06/2018 to have the new replacement window rubbers put on and the faulty door lock replaced with a new one.
Round trip is 40 plus miles.
The amount of money it has cost me to go back and forth to Stowfords to try to get all the faults put right that are on my caravan. 8 tips at £15 per round trip = £120.00
I did have one of the cushions repaired under the warranty but when it came back it was no different from when I sent it back to Stowfords. I told Stowfords about this and they assured me the supplier had replaced the sponge in the cushion.
They are now going to re-contact the supplier over this.
So I now have wait yet again to get a re-placement seat cushion and heaven knows when that will be. This will cost me money yet again to Stowfords to get this sorted out yet again. Making it £135 I would paid out of my money to get you PUP of a Caravan put right and that’s if I am ever going to get this PUP PUT RIGHT.
Today 25/06/2018 I telephoned you and spent over 20 minutes waiting for someone in your department to pick up the phone. Your Customer Service means as much to its customers as Love does to a Tennis player and that’s SOD ALL.
Their answer to my e-mail
Customer Services <customerservices at baileyofbristol.co.uk>
To:Michael Butler
26 Jun at 14:45
Dear Mr Butler
VIN Number: BYHPS02398 Model: 2017 – Pegasus IV – Rimini
Reference: 18163/CK
I am sincerely sorry I was unable to speak with you yesterday when contacting our offices. I am currently out of the office and unobtainable by telephone however, I have been asked to provide you with a response to your email as a matter of priority.
I have reviewed your concerns raised below and further apologise for any inconvenience you may have been caused throughout this process.
All and any repairs would be confirmed with you prior to any taking place and to which you would have agreed with in advice of any such works proceeding.
Obviously it’s very difficult for us to comment on individual component related concerns but as you are aware the Bailey caravan warranty, as per the full terms and conditions, will cover concerns where applicable.
Although a repair had been established at this time, which is unfortunate, with any vehicle there may be times when a repair is required. All costs involved, with relation to parts and labour will be covered by Bailey and your vehicle will be repaired to the condition it was at time of purchase.
Upon contacting Stowford they confirmed you had indeed taken your vehicle to them on a few separate occasions for different warranty concerns highlighted at separate intervals.
As you will appreciate all Bailey products are classified as ‘portable’. Transportation costs to and from a point of repair and time frame of repair at a Retailer’s workshop are not recoverable from Bailey under the terms and conditions of your warranty agreement and it is not company policy to offer compensation for inconvenience or to cover the travelling expenses as detailed in your email.
We advised during our previous correspondence, your contract of sale is with your selling retailer, and they need to be given the opportunity to resolve this situation for you and feel the work that will be undertaken will resolve the concerns you have raised.
You have requested to be compensated for the travelling to and from your Retailer in the amount of £135.00 and a further payment for the inconvenience you feel has been experienced during this time although no figure provided.
I fully appreciate this has been a very frustrating time for you and with all this in mind I had previously offered a one off gesture of good will in the amount of £200 as an apology from Bailey. Unfortunately, you did not wish to accept our good will gesture and returned the cheque payment.
We apologise if you feel our offer was undesirable. This was never our intention. We provided this offer to you as we advised we do not cover travelling costs or repair time frames under the terms of the warranty agreement.
Following further review of your complaint and claim for compensation, we will stand by our original final compensation amount offered in the amount of £200.00 in full and final settlement of your complaint, which we feel is fair in relation to the concerns you have raised.
If you would like to accept our offer in full and final settlement of your claim please confirm via email and I can arrange for the cheque payment to be sent out to you.
Finally, our Senior Management team has read your emails of complaint and is well informed of your sentiments and requests, they have reviewed our response and feel the information and offer provided is fair and in line with our commitments as per the warranty agreement.
I am sorry you feel that the customer service we had provided had not met with your expectations. Obviously this is very disappointing to hear and as advised we will certainly take on board your comments and we thank you for taking the time to contact us.
Kind Regards
Chantelle
Customer Service Co-ordinator
Bailey Caravans Ltd, South Liberty Lane, Bristol, BS3 2SS.
www.baileyofbristol.co.uk
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