Buying a New Camper - The Problems

We recently proceeded with an order from one of Australia’s largest caravan manufacturers for a new off-road camper-trailer with a number of options from our previous experience. Not fully convinced with verbal assurances, I made sure it was written down on the plan so no mistakes could be made. We also asked that special attention be given to quality.

When the vehicle arrived we decided to inspect it before final payment. Imagine our shock when we found the following:–

• The twin water tanks were incorrectly plumbed and could not be independently changed over as per the written contract.
• The 12 V pump would pump simultaneously from a tank that was empty and from the full one, thus pulling on air.
• The outside shower cover could not be closed as it had been forced against the shower head.
• Shower head damaged from cover catch.
• No solid straight axle as per contract.
• No extra ground clearance as per contract.
• Broken door catch.
• Deep groove in stainless steel sink. They appeared to have tried to smooth it out with emery cloth which in turn scratched it even further.
• No dust seals on wind-up cover or shower cover. This will allow dust from the towing vehicle directly to the van’s interior. It’s interesting to note that the cover was designed for a seal but none of the campers had any seals at all.
• Gas bottle bracket bent and twisted badly. Gas bottle bracket bolt missing allowing bottle to be left loose. Paint on gas bottles badly damaged.
• Water tank filler’s elbow had large hole in it allowing water inside van when filling.
• Sullage outlet was incorrectly fitted.

We were, to say the least, shocked and angry. The reply from the manufacturer was that they would be willing to fix up the defects but could do nothing about the solid axle or ground clearance stated and ordered on the contract. Consequently, we asked for our deposit back immediately from the very embarrassed retailer. He gladly obliged.

We are bitterly disappointed and disgusted that, after 3 months of patiently waiting and doing all that we could to highlight our desire (from the very beginning) to have extra attention paid to build quality, it would arrive in this state of build. We must point out that this is definitely not an isolated case. We checked other new vans in the yard. They also had some of the above problems. Does this mean that if you belong to some sort of quality assurance organisation that it isn’t worth the paper it is written on?

We also feel that “family caravanners” such as ourselves should be encouraged within the tourist and caravan industry, not messed around the way we have been. We have only asked that quality is assured for the purchase price. Is this too much to ask?

We would be happy to answer questions that you may have about our experiences. Please email us.

The main message is: Thoroughly check that you get what you asked for and that build quality is spot on before final payment.

Kim and Kathy Roberts