Post purchase experience

Discussion in 'Camper Pre-Purchase Questions' started by sdpadsfan, Aug 13, 2015.

  1. sdpadsfan

    sdpadsfan New Member

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    We bought our pup new about a month and a half ago. Since that time we have taken it out three times and have had a great time. That being said, we immediately started noticing issues that should have been taken care of by the dealer ( and we should have noticed, but we're too excited and inexperienced to notice at delivery). Needless to say, we are really frustrated. I wrote the following letter to the dealer owners and they are working on remedying the situation. I will not disclose the dealer name since they are currently working to remedy all the issues we discovered. Has anybody else had a similar experience when buying new?

    I am writing regarding my recent transaction at Xxxxx in xxxx, CA. On Wednesday, July 1, 2015 my wife and I purchased a brand-new 2015 Jayco Jay Series 1209SC popup trailer. We arrived a few minutes early for our 3:00pm appointment and we were satisfied with our sales person, Xxxxand the finance person, Xxx. Both Xxx and Xxxx worked to make their part of the process simple and straightforward. However, the same cannot be said for the final walkthrough, delivery, and overall condition of our new unit.

    Xxxxx and xxxxxx conducted our walkthrough. While both men were pleasant enough, neither seemed to have any real in-depth knowledge of the unit we purchased. Xxx handled the first part of the walkthrough and he demonstrated the basic operation of our trailer components. During this time, we noticed a portion of the tent material above the slide out dinette was detached from the ceiling. We pointed this out and Xxx said he would arrange for a technician to correct this while we were in finalizing our financing.

    We were then escorted to the waiting room to finalize our purchase. We were told that Xxx was with another customer and would be with us shortly. After about forty-five minutes I started to wonder around the showroom and the receptionist said she would check to see how much longer it would be. Shortly thereafter, Xxxxx came in and informed us that nobody had told her we were waiting. She was very apologetic and worked with us quickly to finalize the paperwork. We were then escorted back to the waiting room because the hitch work on our truck was not yet completed.

    A few minutes later we were brought back to our unit to learn about how to prepare the trailer for travel. As I have never towed before, I specifically asked to be shown how to hitch up the trailer; however, when we arrived, our truck was already connected. Additionally, Xxxxx had already begun the process of preparing the trailer to drop the top and, as such, we forgot to check the work on reattaching the tent material over the dinette.

    As Xxxxxx demonstrated how to lower the roof, we noticed another area on the dinette tent material that was pulling away from the trailer. This time, at least 12 inches of the bottom of the canvas was pulling away from the base of the tent where it meets the slide out. We pointed this out to Xxxxx and he said that since the technicians had already left, we should call in the morning to schedule a time to bring the trailer back to have that portion repaired (Which, of course, meant we would have to bring the trailer back up to Menifee from San Diego). I called the next morning and spoke with Nick who informed me that the earliest this repair could be made was not until July 21 meaning that we would have to use a damaged trailer for two different camping trips.

    Xxxxx then explained the process of hitching up and demonstrated the brake controller. At this point we had been at the dealership for over three hours and, with the prospect of an hour and a half drive home and two cranky young children, we finally pulled out of the dealership and headed home feeling uncertain about our purchase, but looking forward to taking it to test everything.

    While we were less than satisfied with the walkthrough and purchasing experience, we were appalled with the condition we found our brand new trailer in. First, while the tires had been coated in Armor All, it did not appear that any other detailing or washing had occurred. Portions of the interior tent were scuffed and the floor was not swept. On the outside, it was clear the unit had not been washed as the front storage was covered with a thick layer of visible dirt and the exterior of the tent was equally filthy. We have washed the exterior of the unit with it closed, but have not yet had an opportunity to wash the tent material due to significant damage we discovered this weekend.

    We took the trailer out for the first time on July 5. As soon as we began to set it up, we discovered damage. The following is a list of the damage we discovered as we set-up our trailer for the first time:
    1. As we raised the canvas above the dinette set, my wife noticed light coming through the canvas. Upon inspection, we found a two to three inch section of material had been worn almost completely through right where the support bar touches the canvas.
    2. The section of material above the dinette slide out was not repaired as requested and continues to hang down.
    3. The area where the tent material meets the dinette slide out is pulling away and there is an opening more than twelve inches long (this is referred to earlier in this letter).
    4. We also noticed two small holes in the canvas above the king size bed
    5. There is damage to the weather strip material on the exterior of the unit beneath the queen slide out bunk.
    6. The weather strip material where the shower door meets the hard wall is peeling off.
    7. There is a Velcro connector missing on one of the strings used to hold up the privacy curtain next to the shower.
    8. There is material separating from the base of the stove (It looks like it may have been exposed to water).
    9. The two slide out beds seem to need adjustments, as neither is level, even though the unit itself is level and the queen size bunk is particularly difficult to pull out.
    10. Neither tent end seems particularly taut (perhaps, that is a simple adjustment to the support poles, but I am not sure).

    My wife and I decided to purchase a brand new unit because we wanted to avoid issues such as the ones listed above. I understand that it may not be possible to deliver an absolutely perfect trailer, even when new; however, the condition we found our unit in is absolutely unacceptable. We fully expect all of these issues to be repaired to our satisfaction when we bring the trailer in on July 21 in a timely manner as we have a trip planned the following week.
     
  2. xxxapache

    xxxapache Well-Known Member

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    Yep, nearly all camper manufacturers slap them together and don't seem to care....One of the most expensive campers on the market, Airstream, has the same problems. I have talked to people who have dropped $100k on a new AS and had to take it back to the factory for a long list of repairs. This isn't isolated. It is relatively common.....This is one of the reasons I will never buy a new camper. I will buy used and let someone else work the bugs out and eat the depreciation.
     
  3. Indiana

    Indiana Just a bunch of squirrels, looking for a nut

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    Wow. DH and I are (were?) planning to buy new this fall for the same reasons you mentioned. Your experience is appaling. I have been watching Craigslist for months and only have found one listing good enough to bother going out to look. But now you have me worried that buying new doesn't solve anything either. I hope other will chime in and that this is not typical!
     
  4. adrianpglover

    adrianpglover Active Member

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    At delivery and purchase time we didn't experience any quality issues with the camper itself, but instead had issues with the manufacturer not having the unit at my dealer on the day we were supposed to show up to pick it up, and the dealership not informing us about this ahead of time. (We ordered something the dealer didn't have in stock so 2-3 months went by from the time we went to talk to the dealer about it until we actually received the unit. Alright for us as the cash wasn't in hand just yet when we made the deal.) Instead I had to find out through my insurance agent less than an hour before the dealership closed. The manufacturer did "make it right" however by paying for the dealership to deliver it over 150 miles away and do the entire setup, take down, and paperwork in my home. We didn't finance, so the paperwork was a bit simpler.

    So as far as I'm concerned, no it's not typical. Buying either new or used you will have some repairs to make, and if not, then you'll have mods to make. I have had more mods than repairs, so I guess I'm lucky. Others buying from my same brand had repairs to make buying new.

    As xxxapache mentioned, all manufacturers have this issue, but it doesn't just extend to campers and RVs, it also is prevalent in low volume products. I've had friends buy new BMW motorcycles that sat in the shop for 2-3 months of the first year for a simple oil leak. Others I work with who have performance cars have them in the shop while still under 3 years old due to small quality issues here and there. It's more a question of having a large enough "economy of scale" to have automated equipment doing the assembly vs. manual labor, which is how all RVs are made.
     
  5. exploreco

    exploreco Active Member

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    Wow, you were only there for a little over 3 hours and they did set up on your truck and you went through fiancing and set up. That sounds like pretty good time to me. I think we where there almost 3 hours and our tow vehicle was set up and I brought a check from the credit union.

    The other stuff stinks though. That makes me really appreciate my delivery. They thoroughly went through all the steps, every thing was clean,even the canvas. Now our problems cane up after we started using the camper. Little stuff. We had some canvas leaks, some water line leaks, and just overall quality issues, but now on the second year we seem to be good.

    I think what I found out from buying new, all you are doing is getting it right for the next guy lol.

    Stay up beat, take it in and get it fixed. I ended up waiting until the end of season to get my canvas issues fixed because of the time they needed the camper abd the distance to the dealer.

    Good luck!

    Sent from my Samsung Galaxy S4
     
  6. RockyRoo

    RockyRoo Just because you CAN doesn't mean you SHOULD

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    Every camper I have bought has been new and although I may have had some issues and quite honestly expect some issues, I have not had anything like yours. I even had to take the Roo-ster back out to the factory a couple times but never had any issues like you are having. Jayco is supposed to be good to their customers so I hope you find that to be true. I know Forest River has been great to me which is why I continue to buy their products. Please keep us updated as to how they handle these issues as we have looked at some Jayco units for our next one.
     
  7. Grakken

    Grakken Member

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    Taking ours out on the maiden voyage this weekend. I noticed this morning that I have different sized tires. One is 185/80R13 and the other is 205/75R14. Ive been reading mixed views on this. Regardless, I am asking the service manager WTH and will demand they give me tires that match.
     
  8. Bullfrog Bheer

    Bullfrog Bheer Active Member

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    Wow, reading that list of complaints, I would have thought you got it at Camping World. Stick to your guns and document everything and even who said what.
    Hopefully, you'll get things fixed to your satisfaction.
     
  9. JeffC

    JeffC New Member

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    I keep reading how people buy new for the warranty. I have fewer issues with my fourty plus year old vehicles than the typical new RV buyer. Saying three hours is "good" is a testament to how low expectations have gotten. I would not have driven off the lot with that unit. Anything that depreciates as fast as a new RV should be near perfect once in its life. It certainly shouldn't have worn out canvas.
     
  10. RDWRER

    RDWRER Active Member

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    That's terrible condition for a new camper. We just bought a new Jayco last year. Our camper was in great shape minus a shower head hanger that they sent and I attached myself. We have had a few screws come out of the bunk ends, but some toothpicks and wood glue fixed that. We have had one warranty issue since then-the weather stripping on the travel door cracked off. They mailed us a new strip and I popped that on in a few minutes. The experience of buying new seems very dependent on how good the dealer is.
     
  11. Beecoach

    Beecoach Member

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    SMH
    That's quite a difference
    https://www.tacomaworld.com/tirecalc?tires=185-80r13-205-75r14



    Sent from my iPad using Tapatalk
     
  12. sdpadsfan

    sdpadsfan New Member

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    So far the dealer has been very good. They are replacing the entire left side canvas and will be either repairing or replacing all the other issues. Right now we are just waiting for parts to come in. We should not have taken delivery, but it was starting to get dark and we were tired so we didn't notice the extent of the problems. I really believe most of these issues were dealer issues rather than manufacturing issues. Especially the big hole on the dinette canvas since it looked like something grubbed up against it. I found the build date was April 2014 so that means it sat on the lot for over a year before we purchased it. I will keep you all updated once the work is finished, and I will be keeping on them until everything is to our satisfaction. I definitely consider this a lesson learned for the next time ( although we are planning on getting 10-15 years or more out of this pup).
     
  13. Ryanincc

    Ryanincc Truth is poetry. Most Americans do not like poetry

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  14. JeffC

    JeffC New Member

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    This is a perfect example of lowered expectations. They sold you a pup that they damaged, they pushed you out the door with, and they made you wait to bring it back (at your time and expense). Since it sounds like you financed it I can only assume you're making payments on a camper with bad canvas in the meantime. I hope it works out for you, but there is no way on earth I would tolerate it. They either knew it was bad and pushed you out the door or should have known and are incompetent. I hear similar stories far too often and I don't know why people stand for it.
     
  15. mcbrew

    mcbrew Member

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    That is one bad thing about buying a new pup -- they are often left popped up for months or sometimes more than a year before they are bought.

    When I bought my Palomino, it had just arrived at the dealership. The first time it was popped up was when they installed the AC unit.

    Back in the 90s, I looked at new Coleman units. Most of them had rusty metal, flaking chrome (on door handle, etc), and edge banding coming off of the cabinets. I was not impressed. We ended up buying a used class C instead.
     
  16. 3hooligans

    3hooligans Member

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    I feel pretty good about my purchase last year based on the OP. I feel the dealer didn't care about the walk thru. Found that one of my brake wire was disconnected. Fixed my self at home. Other than that the quality of the build isn't top notch. But we have had no major issues in the past year.
    I feel much more knowledgable about the PUP since joining this forum.
    Hope the dealer makes good on all.


    Me the missus and three hooligans!
    2014 Rockwood Premier 2317g
    2012 Ford F150 super crew ecoboost
    2011 Honda Pilot
     
  17. sdpadsfan

    sdpadsfan New Member

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    I just heard that the new tent will arrive on the 28th so all repairs are scheduled to be completed then.

    JeffC, I understand and mostly agree with what you are saying. I am only being a nice guy once, if they don't make good on the situation, their next contact from me will come from a lawyer.
     
  18. JeffC

    JeffC New Member

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    I certainly hope they are compensating you in some way for the time, money and lack of use!
     
  19. Old_Geezer

    Old_Geezer Well-Known Member

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    I don't know of any warranty that compensates you for "lack of use".

    I think you're going about it the right way for now. It sucks that you lose use of the camper and have to wait on parts but thats the new way of doing things. No one stocks much of an inventory anymore. As far as Lawyers go that's your right but I would exhaust all other options and only use that as a last resort. Once you do that you can be sure any help from the dealer or manufacturer is going to stop completely until its resolved through the legal system, which could take awhile. Not to mention those attorney fees add up quick.
     
  20. kjcamper

    kjcamper Member

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    I bought new in 2006, Flagstaff 625D, and the only problem I had was awning was installed upside down. My fault for not making technician set it up at dealer. My DW and I vacuumed out the entire thing before first trip as there was sawdust in every little spot where holes were drilled. We also sealed up any hole on the bottom to keep stuff out. The locks were stiff but graphite fixed that. Dealer replaced the awning with a new one as they noticed a scratch in it which I did not notice. They also replaced the tongue jack because they said it cranked up and down too stiff and there may be a problem down the road. I did not notice that because it went up and down. They took care of all that for me in 2 days, dropped off on a Monday picked up on a Wednesday and that was in September of 2006. No issues since other then the ones I caused. I hope you get everything done okay with your dealer and talk to them about giving the entire unit a once over again as if it was theirs. Then do a complete walk through and inspection before towing it home.
     

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