RV FEATURE
Dham , Hilltop ’ s managing director , told GoRV that it is paramount to be upfront about the warranty and any conditions upon purchase . The objective is to ensure the customer is clear on matters such as where the caravan can be towed while still being covered under warranty . Hilltop avoids using the word ‘ offroad ’, believing it to be a subjective term that could cause confusion and unfair warranty claims . Instead , the caravan is covered under warranty when towed on gazetted roads only . That seems like a distinction that ’ s fair to both parties , both the manufacturer and the customer . It is also a policy employed by a number of other caravan manufacturers .
After all , one of the ACCC ’ s definitions for a ‘ major failure ’ or ‘ major problem ’ includes a product that “ can ’ t be used for its normal purpose , or another purpose the consumer told the seller about before they bought it , and can ’ t be fixed within a reasonable time ”.
Within that framework , it seems the term ‘ offroad ’ when it comes to caravans needs to be more clearly defined in order to protect both the customer and the manufacturer .
Goldstream ' s Shaun Noble also believes in fostering a strong after-sales service culture .
PIECES OF A PUZZLE
Goldstream RV co-owner Shaun Noble likened building a caravan to a jigsaw puzzle : there are multiple parts making up the whole picture . As part of this discussion , it ’ s therefore important to note that caravans are comprised of many different components from many different suppliers , all of which offer differing warranties .
( Side note : I include Goldstream RV in this discussion as I also believe this company , besides building a solid van , has a strong after-sales culture .)
As Shaun said , a lithium battery might have a two-year warranty guaranteed by its supplier , while an oven might have a three-year warranty . Should one of these products fail when the caravan ’ s owner is out on holiday , it ’ s within its warranty period and has not been misused , then naturally that component is subject to repair or replacement under warranty . I don ’ t think anyone would argue with that .
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