Track Trailers - Tvans & Customer Service (The good & not so good)

Submitted: Tuesday, Aug 13, 2013 at 16:13
ThreadID: 103746 Views:6310 Replies:15 FollowUps:13
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I thought it worth relating both a good, and in my opinion, a not so good customer service story.

I have a 2009 Canning Tvan which has served us well in our outback travels.

For those not familiar, the Tvan has two skylights and in late 2010 the forward skylight, which has double layers delaminated and was replaced under warranty as moisture and condensation was getting between the two layers.

The same thing has happened once again, however because the van is now out of warranty, Track Trailer have elected not to replace it under warranty.

Now I entirely get it that you can’t warranty every part forever, and if this was the first failure of the skylight, I would have simply paid my money for a new one and moved on. However, given it is an item that had to be replaced previously for precisely the same reason you would think that a couple of years later that you would do so as a matter of course once again.

After all, the Tvan is billed as a top end, off-road product built to last and go anywhere! If it was my business I would be embarrassed that I had to replace the same thing twice. And it is no good blaming a third party manufacturer, it is on their product branded a Tvan...

Anyway, the good side of the story is that Alan Graham Caravan’s in Gosford, who have serviced the trailer since new have elected to replace the unit with one they have in stock at no cost to me.

Perhaps in this instance Track could take a leaf out of Alan Graham’s customer service book, after all customer advocacies are the best sales pitch any company could hope for, and especially when you are selling a product with a price tag close to $50,000.

Kudos to Alan Graham and the team at Gosford...rest assured, I’ll be singing their praises to all.


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