Buyer beware of poor quality

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Mike2411959's review of Willerby Vogue Connoissuer

★★☆☆☆

“Buyer beware of poor quality”

Written on: 26/05/2012 by Mike2411959 (0 reviews written)

In April 2012 I purchased this static caravan at a price of £56,000. I wish now I had spent the money on a luxury car. The quality of the build is nothing short of shocking with numerous defects and faults. The main door frame is so badly fitted it needs replaced, the oven is badly fitted in the housing unit and needs replaced, the patio doors do not close, windows badly aligned, two lighting transformers not working, damage to the cold water pipe, damaged light switches, lights not working, interior doors out of alignment, missing mastic seal around windows interior and exterior, I could go on. For what it's worth I am still waiting to receive the warranty documentation which was supposed to be supplied at the time of purchase.
Willerby have as yet failed to respond to my request for an explanation as to why their quality control systems are so poor as to allow this product to leave the factory for sale to an unsuspecting customer. I also learned today Willerby's Customer Services Director has left the business.
Willerby are attracting a lot of publicity at present due to the planned imposition of VAT on static caravans and the potential impact on their workforce. I believe they have placed 350 employees on risk of redundancy. Given my experience I suspect Willerby's problems run much deeper than a planned increase in VAT.
Failing the customer in quality, value and after sales care will lead to closure of the factory irrespective of what happens with VAT. Jim Meredith, Willerby's CEO needs to sort out this situation with his management and staff. I for one will not rest until I receive a response to my e mails.
I am left with no alternative other than to take this matter up with Trading Standards and I am also inclined to write to BBC Watchdog as I suspect this is not an isolated situation. I believe there will be many more dissatisfied customers with a voice.
Don't believe the marketing hype in the brochure it is purely that. Willerby say this caravan is for those with a "keen eye for detail" sadly there has been no keen eye for detail throughout the build of this caravan. My advice is to look beyond the brochure and carefully inspect before you buy otherwise be prepared for problems.

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Iwazrobbed's Response to Mike2411959's Review

Written on: 13/07/2012

Further to my review of the Willerby Meridian in May I wanted to update this writer of the latest developments regarding our van. After getting no response from Willerby I contacted the National Sales Director of the Park site saying that if nothing was done I would go to Trading Standards and even BBC 'Watchdog' if necessary, and I wouldn't be alone as there appeared to be many people like me who were very unhappy with Willerby's complete lack of After Sales service. So, after two more months of nagging, we had an appointment made with the Willerby engineer to talk him through the issues we had. This was on Tuesday 10th July. He turned up and made notes of everything. He seemed to know what he was talking about and has promised to order new components to complete remedial work. The annoying thing is that we may have to wait a further 4-8 weeks now to have this work done, as Willerby's 3 week summer shut down starts on 20th July. Had Willerby sent this person to see us in May, our problems may have been dealt with by now and we could have been enjoying the summer season in the van. As it is, it will be close to the end of the season before the work is carried out, and we once again feel it is OUR caravan to enjoy. However, that said, if the work is carried out to our satisfaction, we will hopefully end up with the caravan quality we should have been given at the outset. Interestingly, two other owners on our Park bought Meridians this year, and they also have serious issues for Willerby to resolve. In some ways this was a relief to know that it wasn't just our Meridian that was a 'Friday Job' - they all are, it would seem. I asked the Willerby engineer what sort of Quality Control checks they have in place in the factory, but didn't receive a reply. The saga continues........

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