We have now had our Winnebago Coogee for 3 months and just got back from a 7k trip around Qld.
When you purchase a new product of any sort you expect some issues that will crop up, we understand that.
A large mass hurtling down the highway at 100kph, you would expect things to move or come loose.
Most of these issues we dealt with ourselves, a packet of screws (several) and some silicone is not going to send us broke, well not this year.
The problem is when we email the after sales service at Apollo they do not respond at all or any time soon, I have emails here sent to them from before November that have gone unanswered.
According to the contact we have had, repairs need to be permitted before undertaking any work. Of course this is not the case when life or limb is in danger.
So when a side awning losing half of the holding screws and we have to repair immediately for safety of any one around us on the road, no permission, no problems, job done.
Now for the dilemma we face, we still have lot of poor cabinetry problems with the MH. eg: Slide out Bed collapsed and drags along the floor due to bad cabinetry work, mattress ripped and torn, trims falling off and sharp edges on bathroom mirrors and microwave not working and plenty more.
We still have many more issues, so how do we get permission to repair when they do not return our emails or phone calls.
Plenty of emails have been sent, phone calls not returned (email and call history noted ) quite frankly we are now totally ignored.
When do we bite the bullet and warn them about our dissatisfaction and possible future proceedings with Dept. of fair trading, or is there another body to take our complaints to?
Interested what our peers on here think.
Glenn and Jenny
Possum3 said
05:46 PM Dec 5, 2021
Australian Consumer Law, states products must be free from major defects otherwise replacement or refund mandatory - If you have been refused service for warranty items, Dealer is in breach of Law - Advise ACCC. also consultation.accc.gov.au/accc/new-caravan-survey-consumers/
Farmhouse said
08:00 PM Dec 5, 2021
Possum3 wrote:
Australian Consumer Law, states products must be free from major defects otherwise replacement or refund mandatory - If you have been refused service for warranty items, Dealer is in breach of Law - Advise ACCC. also consultation.accc.gov.au/accc/new-caravan-survey-consumers/
Thank you for your response Possum3
We are no where near major defects, but we are being hampered by the in action of the after sales service and management of Apollo.
They do not reply to any emails or phone calls. Surely we are not the only ones having problems with this group, let us know if you are.
We did meet a lady on our trip having issues with her third awning falling off again. (warranty claims from Apollo)
The main issue is with the cabinetry, most of which we have repaired ourselves or we have to live with the problems waiting for permission to fix.
They have admitted they have a huge problems with quality control, on pick up the salesman told me " WE DO NOT HAVE ANY QUALITY CONTROL"
Not very reassuring to be told that after paying a hefty price for the motorhome, at least he was honest with one thing.
We love the motorhome we just want to looked after with any after sales service regarding warranty claims, not ignored.
Do we threaten them with fair trading involvement now or do we wait?
Thanks
Glenn
Mike Harding said
08:21 PM Dec 5, 2021
I suggest you send them a link to this thread.
Edit: PS. Although I hate to direct you there check out Facebook for a group which covers your motorhome brand (there probably will be one) and post your concerns there too.
-- Edited by Mike Harding on Monday 6th of December 2021 07:38:49 AM
skins said
09:00 PM Dec 5, 2021
From all that I read on countless other sites from people having warranty issues etc, the ACCC is a toothless tiger. So good luck with that. It seems your not ready to give up on your MH yet. Can you go any higher say make contact with the actual manufacturer to voice your displeasure. As to you numerous emails and telephone calls. I think your next move would be to actually visit the retailer in person where you bought it from and don't leave until you get a date that you can book it in to get things fixed. Chances are that they may have it longer than the agreed pickup date and chances are that not all things will be fixed. Unfortunately you may be in for the long haul with this. Good luck.
bobsa said
07:49 AM Dec 6, 2021
HI
have a look at the link
it is a product review site and there is lots of response from Apollo
phone numbers are there as well
You can make a claim through the relevant Tribunal in your State (ie. NCat, QCat..etc.,)
It is relatively inexpensive to lodge a claim which will be served on the respondent who have the right to either lodge a defence or agree to settle your claim. All State Tribunals have the power to make and enforce orders.
Unlike a forum the Tribunal will hear both sides of the story and make a decision accordingly under the ACA. Posting about a specific manufacturer on a public forum is not a good idea.
Mike Harding said
08:44 AM Dec 6, 2021
montie wrote:
Posting about a specific manufacturer on a public forum is not a good idea.
I suspect what you actually mean is that you don't think people should post negative things but posting positive things would be fine?
I totally disagree.
Providing one is fully honest and temperate in language then posting negatives may help stir a reluctant dealer/manufacturer into action and also serves as a review to potential buyers of possible issues if they purchase this brand.
Recently I posted, to this site, a very critical review of both Honda and Super Cheap generators - I have not received complaints from anyone and I believe my review will enable potential buyers to make a more informed decision.
I am surprised by your comment montie.
montie said
09:28 AM Dec 6, 2021
Mike Harding wrote:
montie wrote:
Posting about a specific manufacturer on a public forum is not a good idea.
I suspect what you actually mean is that you don't think people should post negative things but posting positive things would be fine?
I totally disagree.
Providing one is fully honest and temperate in language then posting negatives may help stir a reluctant dealer/manufacturer into action and also serves as a review to potential buyers of possible issues if they purchase this brand.
Recently I posted, to this site, a very critical review of both Honda and Super Cheap generators - I have not received complaints from anyone and I believe my review will enable potential buyers to make a more informed decision.
I am surprised by your comment montie.
The poster may be even more surprised as will admin if the said manufacturer decides to take action if he disagrees with what the poster is saying which he is perfectly entitled to do. Naming and shaming any product on social media is a risky business and is banned on many forums. Believing what you are saying is true and factual is one thing, proving it in court is another.
The ACA is there to protect both the consumer and supplier and makes decisions on claims based on the evidence presented. No result will be achieved by naming and shaming on a forum.
If the OP is not getting satisfaction from the manufacturer then I suggest he takes my advice and pursues his grievances through the proper channels.
Mike Harding said
09:57 AM Dec 6, 2021
Publishing an honest report that a product you have purchased has suffered X, Y and Z faults is not defamation Montie. The very notion is silly.
montie said
10:01 AM Dec 6, 2021
Mike Harding wrote:
Publishing an honest report that a product you have purchased has suffered X, Y and Z faults is not defamation Montie. The very notion is silly.
Mike, you are entitled to your opinion.
The manufacturer, with whom I have no connection, may well disagree with you.
Roy E said
07:28 PM Dec 6, 2021
Glenn,
I had a few issues with my new Coromal caravan, built by Apollo.
After-sales-service is non-existent and would not answer or return calls but their service dept is top-notch.
The head of Service (Lee ?) was more than helpful to me and had me bring my van in and fixed every issue saying if I had any more problems to contact him.
His phone number is 0448 831 821 or you could try 07 3265 9200.
Cheers,
Roy.
Farmhouse said
09:53 AM Dec 7, 2021
Thank you everyone for the input, special thanks to Roy for the contact details.
I should have been more clear on where we purchased the MH.
We purchased direct from Apollo located at Nortgate, Brisbane, their sales office is opposite their factory.
On the defamation side of things, nothing in my original post do I state any lies or mistruths, so definitely not liable for any court action by anyone.
My OP is really about having to do my own repairs because of the lack of contact back from their after sales department. We are told to wait until we get approval before any work is undertaken, not satisfactory if you want to continue to use the MH without breaking the warranty rules.
I do not know if Apollo monitor this forum, maybe they do. I had a phone call from after sales yesterday with a promise to do better.
Small steps for sure but at least some contact, which is what we wanted to achieve.
Lets see how genuine they are in the future.
Thanks
Glenn
Peter_n_Margaret said
10:08 AM Dec 7, 2021
Mike Harding wrote:
Publishing an honest report that a product you have purchased has suffered X, Y and Z faults is not defamation Montie. The very notion is silly.
You can be 100% correct and the court case can still send you bankrupt.
Cheers,
Peter
montie said
10:23 AM Dec 7, 2021
Peter_n_Margaret wrote:
Mike Harding wrote:
Publishing an honest report that a product you have purchased has suffered X, Y and Z faults is not defamation Montie. The very notion is silly.
You can be 100% correct and the court case can still send you bankrupt.
Cheers,
Peter
Most people who lost a court case believed they were 100% correct!
Phlipper said
04:10 PM Dec 11, 2021
Peter_n_Margaret wrote:
Mike Harding wrote:
Publishing an honest report that a product you have purchased has suffered X, Y and Z faults is not defamation Montie. The very notion is silly.
You can be 100% correct and the court case can still send you bankrupt.
Cheers,
Peter
Yes, as my brother found out 2 years ago what good courts are, or lack of. 18 months going through the courts for a top of the range van that was untowable over 80kph. 18 months in the repair shop in Melbourne, being modified to fix the problem unsuccessfully. Finally settled out of court at significant loss, and only partially reimbursed, and the now van has been put out on the market again ???
montie said
09:42 AM Dec 12, 2021
As a point of interest Apollo has just merged with THL (Tourism Holdings).
This will make THL the world's largest RV rental company.
Not sure where this will leave Apollo's brands going forward.
Let's hope they can sort out their Warranty issues.
Mamil said
01:22 PM Dec 12, 2021
As a past owner of one of Apollo's products, they struck me as a company obsessed with growth, and customer service lagged far, far behind.
Sadly, I see nothing good for the consumer coming out of their continued march towards domination of the RV industry.
montie said
02:19 PM Dec 12, 2021
Mamil wrote:
As a past owner of one of Apollo's products, they struck me as a company obsessed with growth, and customer service lagged far, far behind.
Sadly, I see nothing good for the consumer coming out of their continued march towards domination of the RV industry.
I think the March might have ended...THL will own 75% of the new entity.
Mamil said
08:28 PM Dec 12, 2021
montie wrote:
Mamil wrote:
As a past owner of one of Apollo's products, they struck me as a company obsessed with growth, and customer service lagged far, far behind.
Sadly, I see nothing good for the consumer coming out of their continued march towards domination of the RV industry.
I think the March might have ended...THL will own 75% of the new entity.
I have no experience of THL Montie, but you being in the industry will probably know if they have a better customer service record than Apollo? I hope so.
But also, whatever the name behind the new entity, consolidation of power in one company in any industry is usually about leveraging economies of scale to bring costs down and therefore increase profits, but also using their dominance to squeeze the competition out of the market so that once they are in a monopolistic position, they can raise prices as much as they like. Rarely does it benefit the consumer in terms of price, service, or choice, and usually spells doom for the small operators in the industry.
oldbloke said
09:53 PM Dec 12, 2021
Mamil wrote:
montie wrote:
Mamil wrote:
As a past owner of one of Apollo's products, they struck me as a company obsessed with growth, and customer service lagged far, far behind.
Sadly, I see nothing good for the consumer coming out of their continued march towards domination of the RV industry.
I think the March might have ended...THL will own 75% of the new entity.
I have no experience of THL Montie, but you being in the industry will probably know if they have a better customer service record than Apollo? I hope so.
But also, whatever the name behind the new entity, consolidation of power in one company in any industry is usually about leveraging economies of scale to bring costs down and therefore increase profits, but also using their dominance to squeeze the competition out of the market so that once they are in a monopolistic position, they can raise prices as much as they like. Rarely does it benefit the consumer in terms of price, service, or choice, and usually spells doom for the small operators in the industry.
I agree. That has been my observation over the years.
We have now had our Winnebago Coogee for 3 months and just got back from a 7k trip around Qld.
When you purchase a new product of any sort you expect some issues that will crop up, we understand that.
A large mass hurtling down the highway at 100kph, you would expect things to move or come loose.
Most of these issues we dealt with ourselves, a packet of screws (several) and some silicone is not going to send us broke, well not this year.
The problem is when we email the after sales service at Apollo they do not respond at all or any time soon, I have emails here sent to them from before November that have gone unanswered.
According to the contact we have had, repairs need to be permitted before undertaking any work. Of course this is not the case when life or limb is in danger.
So when a side awning losing half of the holding screws and we have to repair immediately for safety of any one around us on the road, no permission, no problems, job done.
Now for the dilemma we face, we still have lot of poor cabinetry problems with the MH. eg: Slide out Bed collapsed and drags along the floor due to bad cabinetry work, mattress ripped and torn, trims falling off and sharp edges on bathroom mirrors and microwave not working and plenty more.
We still have many more issues, so how do we get permission to repair when they do not return our emails or phone calls.
Plenty of emails have been sent, phone calls not returned (email and call history noted ) quite frankly we are now totally ignored.
When do we bite the bullet and warn them about our dissatisfaction and possible future proceedings with Dept. of fair trading, or is there another body to take our complaints to?
Interested what our peers on here think.
Glenn and Jenny
I suggest you send them a link to this thread.
Edit: PS. Although I hate to direct you there check out Facebook for a group which covers your motorhome brand (there probably will be one) and post your concerns there too.
-- Edited by Mike Harding on Monday 6th of December 2021 07:38:49 AM
From all that I read on countless other sites from people having warranty issues etc, the ACCC is a toothless tiger. So good luck with that. It seems your not ready to give up on your MH yet. Can you go any higher say make contact with the actual manufacturer to voice your displeasure. As to you numerous emails and telephone calls. I think your next move would be to actually visit the retailer in person where you bought it from and don't leave until you get a date that you can book it in to get things fixed. Chances are that they may have it longer than the agreed pickup date and chances are that not all things will be fixed. Unfortunately you may be in for the long haul with this. Good luck.
have a look at the link
it is a product review site and there is lots of response from Apollo
phone numbers are there as well
www.productreview.com.au/listings/apollo-motorhome-holidays
Bob
It is relatively inexpensive to lodge a claim which will be served on the respondent who have the right to either lodge a defence or agree to settle your claim. All State Tribunals have the power to make and enforce orders.
Unlike a forum the Tribunal will hear both sides of the story and make a decision accordingly under the ACA. Posting about a specific manufacturer on a public forum is not a good idea.
I suspect what you actually mean is that you don't think people should post negative things but posting positive things would be fine?
I totally disagree.
Providing one is fully honest and temperate in language then posting negatives may help stir a reluctant dealer/manufacturer into action and also serves as a review to potential buyers of possible issues if they purchase this brand.
Recently I posted, to this site, a very critical review of both Honda and Super Cheap generators - I have not received complaints from anyone and I believe my review will enable potential buyers to make a more informed decision.
I am surprised by your comment montie.
The poster may be even more surprised as will admin if the said manufacturer decides to take action if he disagrees with what the poster is saying which he is perfectly entitled to do. Naming and shaming any product on social media is a risky business and is banned on many forums. Believing what you are saying is true and factual is one thing, proving it in court is another.
The ACA is there to protect both the consumer and supplier and makes decisions on claims based on the evidence presented. No result will be achieved by naming and shaming on a forum.
If the OP is not getting satisfaction from the manufacturer then I suggest he takes my advice and pursues his grievances through the proper channels.
Publishing an honest report that a product you have purchased has suffered X, Y and Z faults is not defamation Montie. The very notion is silly.
Mike, you are entitled to your opinion.
The manufacturer, with whom I have no connection, may well disagree with you.
I had a few issues with my new Coromal caravan, built by Apollo.
After-sales-service is non-existent and would not answer or return calls but their service dept is top-notch.
The head of Service (Lee ?) was more than helpful to me and had me bring my van in and fixed every issue saying if I had any more problems to contact him.
His phone number is 0448 831 821 or you could try 07 3265 9200.
Cheers,
Roy.
Thank you everyone for the input, special thanks to Roy for the contact details.
I should have been more clear on where we purchased the MH.
We purchased direct from Apollo located at Nortgate, Brisbane, their sales office is opposite their factory.
On the defamation side of things, nothing in my original post do I state any lies or mistruths, so definitely not liable for any court action by anyone.
My OP is really about having to do my own repairs because of the lack of contact back from their after sales department. We are told to wait until we get approval before any work is undertaken, not satisfactory if you want to continue to use the MH without breaking the warranty rules.
I do not know if Apollo monitor this forum, maybe they do. I had a phone call from after sales yesterday with a promise to do better.
Small steps for sure but at least some contact, which is what we wanted to achieve.
Lets see how genuine they are in the future.
Thanks
Glenn
You can be 100% correct and the court case can still send you bankrupt.
Cheers,
Peter
Most people who lost a court case believed they were 100% correct!
As a point of interest Apollo has just merged with THL (Tourism Holdings).
This will make THL the world's largest RV rental company.
Not sure where this will leave Apollo's brands going forward.
Let's hope they can sort out their Warranty issues.
Sadly, I see nothing good for the consumer coming out of their continued march towards domination of the RV industry.
I think the March might have ended...THL will own 75% of the new entity.
I have no experience of THL Montie, but you being in the industry will probably know if they have a better customer service record than Apollo? I hope so.
But also, whatever the name behind the new entity, consolidation of power in one company in any industry is usually about leveraging economies of scale to bring costs down and therefore increase profits, but also using their dominance to squeeze the competition out of the market so that once they are in a monopolistic position, they can raise prices as much as they like. Rarely does it benefit the consumer in terms of price, service, or choice, and usually spells doom for the small operators in the industry.
I agree. That has been my observation over the years.