Ownership Diary - Dethleffs XL Family A7872-2

[SpuffingtonMe]

So difficult to find much info on the 8AT as it's only been in production for about 9-12m. But so far I also haven't found any issues, whereas a lot of the 9ZF seem to fail like mine; in the first 5-10,000 km. And then fail again......and sometimes, again!

Problem with the electrics is that the inverter was fitted by Travelworld and is the kind of thing which doesn't come out easily. And the additional electrics have been fitted by Premium and also unlikely to be easily removable. On that point I may have to suck it up.

I've been reading Travelworld's reviews on Trustpilot and there's a lot of similar reading; people dropping vast sums of money and then effectively been ghosted. Their Aftersales seems non-existent. Even today, I finally got a response from the Service Desk basically saying the Service Advisor would get back to me when she returns from leave on Weds. Firstly, I think we've gone beyond the scope of what a Service Advisor can realistically do and secondly, another three days wait is unacceptable. I managed to find reference to a chap who purports to be Customer Care Manager or Head of Aftersales. I've written him an email but that doesn't bode well - I immediately received an Out of Office notification going back to March! So lord only knows if he still exists in the company or not.

IF (and it's a big IF), I were to manage negotiating a replacement (which I do believe I'm at liberty to request), I don't think any more are coming into Travelworld until Autumn/Winter and probably similar to other dealerships around the place. I'm awaiting a call back from Pullingers (local to me) to see if they have any coming in in the event I were to get my money back.

I've pretty much written off this year's motorhoming now.

 

[Californication69]

Sinking so much cash into what is basically a cluster &£*.
Painful.
At least you got your health.
Be positive. Follow the ombudsman advice and start proceedings.
I wouldn’t waste any more effort with TW.

 

[Razor Crest]

I am surprised that TW are still going. I had a Grand Canyon S 4x4 from them, it was a great van, but I warn anyone that will listen to avoid them like the plague.

 

[SpuffingtonMe]

So a small but positive update.

I spent the latter part of last week badgering all and sundry. Fiat U.K. / Stellantis, Dethleffs & Travelworld all received emails of complaint. Shamefully the only ones not replying with any seriousness was Travelworld who just responded with “your Service Advisor is on leave until next Weds, she’ll respond then”. Given this is way beyond the service desk at this point, I escalated to Head of Customer Service - then got an out of office referring to March! Meanwhile Dethleffs has clearly spoken with Fiat and Fiat CS had been escalating internally also.

As a result of this, I received an update yesterday from Premium to say the gearbox was en route, arriving end this week. However the oil lines required were due 21/07. There is an outside hope that they could arrive sooner and Premium have undertaken to get everything fitted as soon as it’s received.

With this news in hand, a surprising wave of excitement came over myself and my wife (we’d already had tears from the two eldest kids about potentially getting rid of “Doug”) and thoughts immediately turned to our Austrian holiday.

Suffice to say, high risk strategy, but we’re going to give it a go (my repeated reading of Consumer Rights legislation makes me think I have to as well). Clearly if there’s the merest sign of the gearbox putting a foot wrong in future, we’ll activate the rejection process and I’ll happily spend money getting a lawyer involved. But let’s hope this solves it and we can get on with living what was supposed to be a dream (and had started out so positively).

Fingers crossed (y)

 

[SpuffingtonMe]

A short update on this.

On 31st July, I excitedly picked up Doug and entered a massive packing frenzy with Mrs Spuff to get the van ready for heading to Europe the following day. The new gearbox was a revelation; buttery smooth gearchanges, amazing mpg and a level of refinement I had previously not experienced. From Premium Motorhome to Cambridge I averaged close to 25mpg! I couldn't even dream of seeing that previously with 19mpg being the norm for the first 3k miles of its life.

We crossed into France, Belgium and Germany over the coming few days, still with the occasional whiff of diesel fumes at idle and with an eye on the coolant which needed topping up en route, but otherwise a great time was had and we enjoyed our four days on the road down to Zugspitz in Austria.

However, it was on 4th August that the slight vibration I had thought was an unbalanced wheel earlier in the trip turned to a full on waggling / tankslapping of the motorhome as we crossed the border into Austria. I nursed the van up the mountain to our campsite in Obermoos and parked up. As I popped down the levelling rams, I noticed thick oil & grease all over the levelling ram foot and further inspection revealed it coming from the CV boot on the driveshaft.

I won't bore you with the next bit since Fiat Camper Assist didn't cover themselves in glory, but we were eventually recovered a week later and then repatriated to the UK since the local dealer (an hour away in Huben) couldn't see the vehicle for at least a week. They ended up deducing a failed driveshaft and alleged that Premium Motorhomes failed to carry out the work correctly. I returned to the dealership last week to collect the van and was furnished with a bill for EUR 1.6k. Remember this is a brand new (5 month old vehicle!). I had no option than to pay it and seek the refund back in the UK.

I set off from Huben with the van driving smoothly again. The gearbox did its thing once again and although a long drive, I ended up in the Rheinland by that evening. The following day I set out and the smell of diesel was once again overwhelming. This time not just at idle but whilst on the Autobahn. It came and went but when crossing the border to Venlo in Netherlands, smoke poured from the bonnet and the cabin filled with invisible but acrid smoke and diesel fumes. I pulled over, there was no fire but clearly not right. The MPG dropped through the floor and the limp to the layby for recovery left me nauseous and with a metallic taste in my mouth which took two days to disappear.

After a four hour wait, the van was recovered and an Uber was organised to take me to the Hook of Holland as a foot passenger. That was last week and the vehicle still hasn't been seen by the local Fiat Professional Dealer it's with in Eindhoven.

Meanwhile, Travelworld after receiving a letter of rejection are keen to make me jump through multiple hoops and point fingers rather than do the decent thing. I fear an escalation to needing to take on lawyers but overall I'm done with the thing. Three major mechanical failures in less than 5months and 5k miles and each Fiat Professional dealer effectively pointing fingers at the other leaves me with not only no sense of confidence in the brand (not that I had much in the first instance) but with a very bad taste in my mouth (not just carbon monoxide!).

So far, very little to commend of anyone involved.

 

[Mehdime]

I feel so sad for you. This van should have been such a joy… Hope the next one will be the right one.

 

[Californication69]

Travel world really are an absolutely shower of $h173.
I hear so many horror stories.
The two times I have been in there over the last 7 years, the attitude by sales were astounding.
Astounding bad.
Hope you get your rejection approved.
Hit the finance company and them with rejection letters giving them 14 days to comment.
Then start small claims, or is small claims only up to a limit ?

 

[Hawthorn37]

It’s really an awful position that the dealer has left you in, while showing terrible customer service and no scruples. In your shoes I’d get a solicitor involved immediately, if for nothing else but to write a letter to the dealer confirming your position, and the consequences for them if they ignore your wishes. Even the prospect of a CCJ against them should drive them to act.

 

[pjm-84]

Crumbs real sorry to read all about that. I most certainly will not be giving any money to TW when I come to buy a motorhome next year. Similalry I need to read up on the ZF 9 speed issues for the Fiat and may give Fiat a wide berth based on their lack luster performance. Resultant issues sound related to the gearbox change.

 

[Razor Crest]

Travel world really are an absolutely shower of $h173.
I hear so many horror stories.
The two times I have been in there over the last 7 years, the attitude by sales were astounding.
Astounding bad.
Hope you get your rejection approved.
Hit the finance company and them with rejection letters giving them 14 days to comment.
Then start small claims, or is small claims only up to a limit ?

I am yet to meet someone that has gone back to them as a repeat customer. And the two years that I had a Hymer from them, with all my issues, I never spoke to the same person twice. Their turnover of staff was astonishing.

 

[SpuffingtonMe]

Thank you all for your support.

Over the weekend I realised it was proving a huge burden to be fighting this alone and with all the Solicitors I reached out to not responding, I remembered someone had mentioned "Reject My Car". I popped in an enquiry and very swiftly had a call from their MD telling me they felt it was a very strong case so after a bit of googling and Trust Pilot review reading, I engaged them and the file is now 100% with them to take up with Travelworld.

I suppose from this point on, I'll refrain from making any comment and will update once we have some form of conclusion. I very much hope Travelworld does the right thing and does not draw this out any longer than it needs to. I've heard of stories where it takes months and with a busy job, 3 young kids and enough stresses, I'd like to see that being a lot shorter. But let's see.

It's a very sad situation - the kids are distraught - but it is what it is and the main thing now is to look forward, take some time away from leisure vehicles until the dust fully settles and we've got our mojo (and money!) back. The next one will be a VW, MAN, Mercedes. I know they're not without fault but I had way less issues running a 12-16yr old Sprinter for 4yrs than with a brand new Fiat.

 

[Hawthorn37]

I hope you get a resolution. Please let us know how it goes, it will no doubt help others who have similar experiences. Good luck.