Disappointed with build quality and service! :(

Submitted: Wednesday, Nov 04, 2009 at 15:29

ThreadID: 73524 Views:5397 Replies:9 FollowUps:10

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jothefw

As new campers in this fab country we've been lucky to balance tents with borrowing a Kimberley. Eventually we realised we liked camping enough to get ourselves a camper trailer.

After researching loads and visiting a show we ended up purchasing way over our set budget in the hope of getting something that would stand a better test of time!

One week in ... doesn't seem to be the case!

We collected our brand new CT from an agent in Adelaide and brought home for setting up in the back garden for the kids to camp out in and to start the water proofing etc. Problem 1 - no instruction book! Oh well that's manageable - we had bought one of the easiest camper trailers to set up!

Anyway first night in the paddock went well although discovered the rooster is definitely louder outside the house than in, never knew he called his way all through the night!

After the usual washing, wetting and loading up of the kitchen we eventually packed up - harder with no instructions and in 37 c heat!

4 days later we headed off on first trip. Only 200 kms and all bitumen so very easy! Setting up this time was a bit easier but couldn't get the trailer level ... an hour of wondering established the sight level had been set on a weld point! Great! Went by eye as hadn't packed our handy spirit level in the kitchen! Weekend went well and set off on our way home.

Once home realised the bedding in had made the bearing a little lose on one side so set about tightening - to find the hole for the spilt pin hadn't been drilled straight so spilt pin would never, will never go all the way through! Not ideal!

Then there's me looking at the back of the trailer and realises that it's sitting heavy on the left, real heavy. Sent OH underneath and it's the spring - it's lost it's bounce. So heavy duty off road springs have gone on 200 kms (and back) on bitumen! Really! Into day 2 of discussions with agent and manufacturer and all denying it can happen ... but it has!

Now facing 600 km round trip to drop CT back to agent for them to assess! Said agent has had CT's stolen from them before so quickly arranging full cover for CT.

Has anyone else had a bad start like this? Has build quality really come to this? What happened to good PDI?

I haven't said so far but our CT is a Trak Shak ...

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Reply By: Sir Kev & Darkie - Wednesday, Nov 04, 2009 at 15:38

Wednesday, Nov 04, 2009 at 15:38

What was the instruction book for??

I would have thought the Agent would have explained everything as well as demonstrated how to put the camper up and how to pack it up.

I bought my Trak Shak second hand, and have followed my nose so to speak with setting it up. I had the assistance of camping right next to a fellow Trak Shak owner at the St George Gathering (John T) who passed on some great tips for setting the camper up.

I set the camper up level by eye as my camper hasn't got level installed.

Suspension issues could happen to any camper/Caravan/vehicle.

Cheers Kev

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AnswerID: 389971

Follow Up By: Krakka - Thursday, Nov 05, 2009 at 06:07

Thursday, Nov 05, 2009 at 06:07

We got instruction book with the T van Kev, just as well cos the clowns we bought it from [dealer] didn't know how to put up or pull down. We did enjoy the entertainment watching them though!!!

FollowupID: 657791

Reply By: ajd - Wednesday, Nov 04, 2009 at 15:49

Wednesday, Nov 04, 2009 at 15:49

Aren't Trak Shaks made in China now?

AnswerID: 389975

Follow Up By: jothefw - Wednesday, Nov 04, 2009 at 15:53

Wednesday, Nov 04, 2009 at 15:53

Yes but told made to reasonable standards.

With reference to springs failing on any trailer, I appreciate this ... if we'd just done something extraordinary ... 200 kms of straight bitumen shouldn't be the down fall should it?

FollowupID: 657706

Follow Up By: ajd - Wednesday, Nov 04, 2009 at 15:55

Wednesday, Nov 04, 2009 at 15:55

I would say springs failing after 200 km is a fault not bad luck.

FollowupID: 657707

Follow Up By: Moose - Wednesday, Nov 04, 2009 at 17:30

Wednesday, Nov 04, 2009 at 17:30

And the definition of "reasonable" they gave you was???
Salesmen will say anything to get their commission.
What has happened to you with the unit is totally unacceptable. If they fail after 200kms on bitumen I'd hate to think what will happen when/if you venture off the tar.
You shouldn't have to wear the costs involved in returning the CT to the supplier to have it assessed. As someone else said make yourself familiar with your legal rights and then ensure you receive satisfaction.

FollowupID: 657725

Follow Up By: paulnsw - Wednesday, Nov 04, 2009 at 18:11

Wednesday, Nov 04, 2009 at 18:11

"You shouldn't have to wear the costs involved in returning the CT to the supplier" Unfortunately you do. No is not right, but that is what consumer law states.

FollowupID: 657737

Reply By: Member - Dave and Shaz - Wednesday, Nov 04, 2009 at 16:20

Wednesday, Nov 04, 2009 at 16:20

We put together our own campertrailer and bought a brand new Oztrail 12 campertop from Kulkyne Kampers (the most the budget could stretch to). After our first trip away, to Snowy Mountains and then Tassie, the thing was falling apart. Stitching was coming apart, poles wouldn't stay up, we waterproofed it before leaving but rain would run in along places where it shouldn't come, so on our return home we contacted KK, and Oztrail replaced the whole campertop with a completely new one. This one has been going fine now for the last 4+ months. We just reckoned we got a lemon, as can happen. Luckily KK gave great after sales service.

AnswerID: 389980

Reply By: ian - Wednesday, Nov 04, 2009 at 16:40

Wednesday, Nov 04, 2009 at 16:40

Hi jothefw,
I have heard horror stories about Chinese made campers, sorry its happened to you. I would talk to consumer affairs before you visit Trak Shak so you know your full rights.
rgds
ian

AnswerID: 389981

Follow Up By: jothefw - Wednesday, Nov 04, 2009 at 18:01

Wednesday, Nov 04, 2009 at 18:01

Thank you for the advice - I suppose I should've done that already.

In fairness we did know the trailer was now built in China but so many things are - you daren't presume they'd all be dodgy! And at this stage it's the springs, not trailer I'm questionning.

As for reasonable standards ... we buy off road trailers for use on our farm quite often and would like to think we can recognise good from bad and at the camping show we went to we were impressed with how the trailer looked.

Live and learn!

FollowupID: 657732

Reply By: Member - lyndon NT - Wednesday, Nov 04, 2009 at 17:41

Wednesday, Nov 04, 2009 at 17:41

Hi
My advise would be to take lots of detailed pictures and note/record every conversation you have with dealer or manufacturer. We bought a boat trailer a few years ago, it was delivered 6 months late(custom build) so had to use for holiday but could tell there were going to be big issues from the start. Yep, fell to bits! Had lots of pic's and all manner of details. They refused to talk to us so well got a lawyer. Still didn't come to the party until we (lied) about some contacts we might have on a current affairs program. Got the trailer for free + a few thousand in compensation. If you have a bad feeling about the product get your $ back.
Good luck

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AnswerID: 389985

Reply By: Member - Duncs - Wednesday, Nov 04, 2009 at 18:52

Wednesday, Nov 04, 2009 at 18:52

What a pity.

I bought my Trak Shak from the original company owner/founder and the inventor of the TS. It has given us 13 years of all but faultless service over some pretty tough roads.

Our experience with Peter was nothing short of fantastic. He could not deliver a new one in time for our trip so he loaned us his own. Like you we got no instructions, Peter apologised for that it was an oversight in the loan process. Luckily I had seen them put up and packed up plenty of times at shows and so had few problems.

We are based in Sydney and in those days TS were in Adelaide. When we got to the factory to pick up our brand new CT, after 6 weeks on the road with a loan trailer absolutely free, ours wasn't quite ready so they bought us lunch while we waited.

I said all but faultless service. We had the brake cable snap while on our way up Cape York. I did have two really big stops in quick succession. It was a simple repair. The other failure was I lost a wheel. It came off just north or Yunta but that was my fault. I really should check wheel nuts before I leave home. The fact that my TS came with a spare stub axle and hub got me out of trouble.

Every time I hear of people having problems with a Trak Shak I feel for Peter. He was proud of his campers and of the service his company provided. Even the second Peter, who bought the company from the original owner would be saddened to hear these reports.

If only, like me you had bought yours 13 years ago.

Duncs

AnswerID: 389995

Follow Up By: jothefw - Wednesday, Nov 04, 2009 at 19:34

Wednesday, Nov 04, 2009 at 19:34

It is sad - 13 yrs ago I hadn't even got my drivers licence! LOL!

FollowupID: 657755

Reply By: Member - Barry (NT) - Thursday, Nov 05, 2009 at 12:25

Thursday, Nov 05, 2009 at 12:25

Sory to hear of your woes,,, but rest assured you are not alone

Lyndon above said take photos and record all conversations and meetings - DO THIS as a minimum and keep an historical record

WE paid a lot of $$$$$ for our van and have had problems too so the engineering and quality control is not what it could be and our consumer laws are a bit of a joke

be firm and fair with the agent and tell them what you expect of them and quietly contact consumer affairs and see where you stand in your state or territory

by the way did the dealer charge a predelivery fee - if so you may get it back if faults existed (and it sounds like they did)

Best of luck

Baz

AnswerID: 390065

Reply By: brett - Friday, Nov 06, 2009 at 21:41

Friday, Nov 06, 2009 at 21:41

Hmm so your problems were no instruction book, a level not level, sagged spring and a stub axle split pin problem.

In the big picture i think you've done pretty well, heard akot worse than that. there's an instruction book on the website, although not much to it, flip it over and pull it out, that's it. Wouldn't even bother with a level, just have a look at it, if it looks level it probably is.
I'd be concerned about the stub axle, if the hole is crooked and you can't get a split pin in, was there one in there from the start? If not what was holding the nut on.
The spring hasn't failed by the sounds of it, just sagged a bit, how much lower is it. I'm sure they'd replace it if its sagged.
And I don;t think you can blame the 37 deg heat on them.
and I guess i should mention i'm another very happy trakshak owner, 2000 model for me.

AnswerID: 390306

Follow Up By: brett - Friday, Nov 06, 2009 at 21:44

Friday, Nov 06, 2009 at 21:44

just had another read of this. Consumer affairs, you've got to be kidding.Don't waste their time, let them concentrate on real issues.

FollowupID: 658086

Follow Up By: Krakka - Sunday, Nov 08, 2009 at 17:06

Sunday, Nov 08, 2009 at 17:06

Brett, are you serious or seriously stupid? These people have bought a BRAND NEW C/T, and it is not even in a useable condition after 400km of use on bitumen. I am sure YOU would be quite happy if you were in the same position. You are right on 1 point though, Don't bother with consumer affairs, If I got no joy out of talking sensibly with the agent I would be paying for a lawyer to send them a nice letter.

Be serious Brett.

Krakka

FollowupID: 658279

Reply By: jothefw - Sunday, Nov 08, 2009 at 11:04

Sunday, Nov 08, 2009 at 11:04

To post a follow up ...

Took CT back to agent - agent reviewed springs and confirmed a) wrong length of spring used (could be removed easily when trailer jacked up) and b) both springs had failed.

Unfortunately next day air freight wasn't next day so we've brought CT home again and they'll forward new springs to us here at home and we'll fit ourselves.

With reference to the level - I did point out we're new to this game so hence if a level's provided then we'd expect to use it ... in hindsight half our trouble with getting the CT level on first setup was due to sitting on un-even springs!

This in turn made us wish for the instruction book - we didn't know if we were doing something wrong. It's very easy as an experienced CT owner to say, just open, pull canvas over and put poles in but when you can't get half the sleeping setup to actually sit horizontal (it looked like a gull wing) you do want to know what you're doing wrong!

Anyway I've received an apology from the agent for the hiccup and I'm happy with the conclusion but it does bring me back to my initial question about PDI's ... hopefully that's all of the negative stuff, now to enjoying getting out and about!

AnswerID: 390454