For the purposes of this consumer, the situation is as such. Caravan gets dropped off for warranty claims, all claims were fixed and rectified. The only issue was a small leak in an Ensuite hatch we couldn't replicate.
The consumers partner turned up and signed off on the work, but was concerned they didn't have a mains water inlet as promised, We said we are happy to pay and have the work done through a third party and they were happy.
The caravan was booked and the work was completed. We get a complaint from the office of fair trading and this is what unfolded.
- State of repair: Customer advised the van was in a filthy state of repair and internal damage, Dirty Fingerprint Marks, Grease Stains on beds, Chipped Cabinets.
- Misleading Claim: Customer Claims She sat in her car and had the keys on her for two hours
- Incorrect Information: She claimed the repairers/fitters required no access to the inside of the van.
Not to mention ⅔ of the complaint was based on emotion, x amount of children and her disabilities.
How did we tackle this case?
- Calm and Professional: We always maintain a calm and professional tone throughout our response. we showed the OFT we take complaints seriously and have addressed the situation fairly.
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Address Each Claim: We respond to each complaint point by point.
- State of Repair: We explained the condition of the caravan upon pick-up. We use reference photos taken before returning the vehicle. Acknowledge any minor issues that may have been missed and offer to rectify them.
- Misleading Claim: We stated the actual time the caravan was in for repairs. We included timestamps of communication and service records to support our response.
- Incorrect Information: we refuted the claim that the repairers didn't need access to the interior.
- We Engaged with the repairer: We clearly explained the process for installing a mains water inlet that typically requires access to the interior.
- Focus on Facts: We maintained the facts were accurate and avoided getting drawn into emotional responses.
- Acknowledge Difficulties: We acknowledged the inconvenience caused to the customer, especially if they have disabilities or children. We still offered solutions to rectify any minor missed issues.
Consider Mediation:
- The OFT in this case did not need to facilitate mediation to resolve the complaint. We stayed open to a solution that addresses any legitimate concerns raised by the customer.
Additional Tips:
- Review Your Processes: We always take the opportunity to review our intake and handover procedures. This could include a pre-inspection checklist to document the caravan's condition and a post-repair walkthrough with the customer to ensure their satisfaction, Which we did in this case.
- Maintain Customer Communication: We maintained clear communication as this is key. We always ensured both partners involved in the purchase or repair were informed throughout the process.
By gathering evidence, responding professionally, and offering solutions, you can demonstrate to the OFT that you addressed the customer's concerns fairly and are committed to providing quality service.
Remember: The complaint was directed at the Dealership who already completed the warranty work. They arranged the third party to fit the mains water inlet. The Dealership in this case did not breach any consumer laws. So there was no case to answer with the office of fair trading. Consumers need to understand what they are actually lodging a complaint for.
Australian Business and Consumer Advisory are experts in these cases and we could have facilitated either party in this case.