Marquis customer service (or lack of)

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Marquis customer service (or lack of)

Post by CC on Mon Jul 03, 2017 9:46 pm

Anyone else aware of this guy called Lee who bought a brand new Swift Motorhome from Marquis Preston, it had so many faults apparently he had to resort to protesting as in this photo... Swift has now agreed to sort his issues but his story reflects extremely badly on Marquis who by all accounts didn't want to know!

If this has already been mentioned on the forum sorry... so many new posts since I was last on allthumbz


[url=][/url]

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Re: Marquis customer service (or lack of)

Post by Paulmold on Mon Jul 03, 2017 10:05 pm

I've been following it from the start. Marquis Preston. Not one mention in the saga about who owns Marquis surprisingly.

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Re: Marquis customer service (or lack of)

Post by roli on Tue Jul 04, 2017 7:41 am

Reminds me of the 50 faults on the old Windsor when we picked it up new from there, Fortunately all sorted quickly at Willersey

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Re: Marquis customer service (or lack of)

Post by Paulmold on Tue Jul 04, 2017 8:25 am

Now made the press

http://www.blackpoolgazette.co.uk/news/man-s-camper-van-protest-goes-viral-1-8629311


Unfortunately I doubt if we will hear of the final outcome. Lowdhams had a similar protest outside their premises back in 2013 and Alan Kerr back in 2008. Outcomes from those were never reported, so I assume any settlement will be accompanied by a gagging order.

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Re: Marquis customer service (or lack of)

Post by Eltel on Tue Jul 04, 2017 1:10 pm

Sorry to hear about the service issues with Marquis at Preston
I bought my first Motorhome (Burstner) from them and had first class from them.

Not so good from Lowdhams although in the end they fixed the issues.

I hope you get your issues sorted out either by the dealer or Swift

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Re: Marquis customer service (or lack of)

Post by Paulmold on Tue Jul 04, 2017 1:46 pm

Eltel wrote:I hope you get your issues sorted out either by the dealer or Swift

It's not anyone from this forum.

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Re: Marquis customer service (or lack of)

Post by Paulmold on Tue Jul 04, 2017 5:52 pm

There are a few separate threads on Facebook now regarding customer service from Marquis and one of my posts from five years ago on here has been quoted - fame in print at last!! (my name wasn't mentioned but I've owned up to it.)

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Re: Marquis customer service (or lack of)

Post by CC on Mon Jul 10, 2017 9:14 pm

I see it made The Sun not sure what other newspapers it got in... not very good publicity for Marquis especially as none of this was even necessary in the first place had they had a decent customer service response. 

The fact Lee's daughter is disabled just makes it even more disgusting!

https://www.thesun.co.uk/motors/3951385/owner-parked-46k-motorhome-outside-dealer-in-row-that-threatened-disabled-daughters-holiday/

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Re: Marquis customer service (or lack of)

Post by kaspian on Tue Jul 11, 2017 6:04 pm

Been there done exactly that with another dealer . Initially tried the extremely polite nice approach which after 6 months of being constantly lied to resulted in several expensive expert examinations and reports at our cost and threats of legal action ( which legal advice admitted could take a very long time to resolve ) Meanwhile could not use the vehicle on legal advice so had an expensive feature parked in runway that could not be moved.
  In the end in utter frustration we drove to the dealer parked across there entrance until finally they miraculously found a similar van available at extra expense . All we ever wanted was to be treated fairly and with the respect we showed them. For most normal people a motorhome is second in cost only to their house . Some dealers treat it as you would the sale of a chocolate bar. I understand how eventually you are left with no choice but to do what he did.

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Re: Marquis customer service (or lack of)

Post by Maasai Warrior on Tue Jul 11, 2017 7:32 pm

I fully understand and support the guy. It is not until you have had problems, that you can understand the total frustration he is going though. Let's hope he gets it sorted!

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Re: Marquis customer service (or lack of)

Post by mikethebike on Tue Jul 11, 2017 7:59 pm

I dont know the facts of this case,however similar ones are fairly frequent. I suggest that owners take action immediately in writing. Contact with a solicitor and a letter from them will move the case on.However many owners are not sure of their rights and let things escalate.
Its not just motorhomes ,but all purchases.
Its a pity but thats the world we live in and sellers take advantage.

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Re: Marquis customer service (or lack of)

Post by groundhog on Thu Jul 13, 2017 8:02 pm

Just back from a European trip and parked next to a Dutch gentleman in a beautiful new neismann and biscoff, cost him 250,000 euros without the extras! He was returning it to the factory for the fifth time after parts they had repaired had failed again... and again!
I think he meant a chocolate teapot but in translation it came out as something different.
Looks like they are all the same folks!
As to the gutter press, companies have been wrongly ruined by them, never let the facts get in the way of a good story.
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Re: Marquis customer service (or lack of)

Post by mikethebike on Fri Jul 14, 2017 10:15 am

We know all firms have problems.Its the way they deal with them that many complain about.
From my research it appears that some dealers are not up to scratch!!

regards

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Re: Marquis customer service (or lack of)

Post by Spockydog on Tue Jul 18, 2017 9:31 pm

Perhaps it is high time we petition for an specialised ombudsman specifically for caravan and motorhome sales, then you would have a place to go, instead of putting up with all the problems that a LOT (I do mean a LOT, including myself) of people are having.
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Re: Marquis customer service (or lack of)

Post by groundhog on Wed Jul 19, 2017 1:14 pm

Isn't that what the SMMT ombudsman is for?
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Re: Marquis customer service (or lack of)

Post by Spockydog on Thu Jul 20, 2017 7:42 am

The SMMT is a motor vehicle trade organisation looking after needs of the motor industry.
The Motor Ombudsman is the automotive dispute resolution body. However the business has to be an accredited member with the motor ombudsman. If it is not they will helpfully point you towards Citizens advice.


Last edited by Spockydog on Thu Jul 20, 2017 8:04 am; edited 1 time in total (Reason for editing : Adding content)
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Re: Marquis customer service (or lack of)

Post by Paulmold on Fri Jul 21, 2017 9:14 am

Update from Facebook by Lee Owens. Swift have repaired everything within a week even replacing worktop that Lee had damaged himself. He says he cannot praise them enough. Unlike Marquis who still haven't made any contact with him.

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Re: Marquis customer service (or lack of)

Post by burlingtonboaby on Fri Jul 21, 2017 10:37 am

As much us as a button on sock.  hugegrins
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Re: Marquis customer service (or lack of)

Post by Bad Penny on Fri Jul 21, 2017 11:27 am

I now have a Benimar MH and recently in Spain had reason to call at their factory with a drop down bed problem.
The guardians at reception told us in no uncertain terms " WE ARE A FACTORY THAT BUILD THEM, NOT REPAIR THEM " After much persistence from us, they came up with a local company who could help us and repair was done under guarantee, although those at recepion told us the guarantee was not valid outside the uk. This we knew was absolute rubish.

My reason for this post is that the parent company is "Trigano" who now own AS and Marquis, so will the same abysmal customer relations apply here.

At present we do find Marquis Tewkesbury very helpful.

Leighton.
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Re: Marquis customer service (or lack of)

Post by George.. on Sat Jul 22, 2017 5:33 pm

We bought our AS Gatcombe when it was ten years old from Marquis at Ipswich, they corrected four faults prior to handover and two after.All done to suit our timescale and no further problems. I think we should complain if needed but should also speak as we find. I would have no issue recommending the Ipswich branch of Marquis.
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Re: Marquis customer service (or lack of)

Post by Paulmold on Sat Jul 29, 2017 4:52 pm

Deleted.

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Re: Marquis customer service (or lack of)

Post by burlingtonboaby on Sat Jul 29, 2017 5:48 pm

Paulmold wrote:Deleted.
Having a senior moment Paul  hugegrins   Sun is blazing through the windows ,nice and warm
Boaby.  allthumbz
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Re: Marquis customer service (or lack of)

Post by Paulmold on Sat Jul 29, 2017 6:05 pm

burlingtonboaby wrote:
Paulmold wrote:Deleted.
Having a senior moment Paul  hugegrins   Sun is blazing through the windows ,nice and warm
Boaby.  allthumbz
No, I was going to post another long tale of woe  about Marquis off a Facebook group but couldn't post the link.

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Re: Marquis customer service (or lack of)

Post by willy eckerslike on Sat Jul 29, 2017 7:59 pm

It seems it is always easier to complain than compliment. We bought our Devon from Marquis in Durham two years ago, the sale went well , a couple of extra things we asked for were done, handover was good and after sale they sent me a replacement fresh water pump instead of me travelling from west Scotland to Durham. I also had the alternator replaced under the Marquis warranty and when I requested the refund of the diagnostic charge(excluded in the warranty ts and cs) they repaid it so full marks from me.


Last edited by willy eckerslike on Sat Jul 29, 2017 8:01 pm; edited 1 time in total (Reason for editing : correcting typo)

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Re: Marquis customer service (or lack of)

Post by journeyman on Fri Aug 25, 2017 12:58 pm

I think what sometimes get lost in this type of discussion, is the relatively huge amount of money that the buyer is investing into the product. Most of us on here are just normal people, with normal people worries and normal people lives and jobs. We choose to take a significant amount of our life savings, or a loan against a house ect and buy a motorhome, used or brand new from a supposedly credible dealer. I would imagine getting that motorhome and then realising after its signed and sealed that it's littered with problems must be a crushing feeling. Although it's great that some dealers are good, many aren't. I'm afraid it is normally the same names that get kicked about. At the end of each story are normal working people, absolutely devastated and feeling very cheated by the process.

One quick story, I know someone who bought a used van from a Lancashire dealer, with nationwide outlets. They handed over the money, came to pick up the van…problems. Came back a few days later….took it home, still problems. At this point they went back and asked for a full refund. They were told they would have to wait for 21 days, and the decison to refund would be taken by the directors! They felt absolutely cheated at this point. If it was me, I would feel that their actions were bordering on criminal fraud. Take my significant amount of money and sell me a faulty product, tell me everything is now fine, then when I discover it's not, refuse to refund or delay, it's all very seedy and not a nice way to do business. 

In the end the problems were mainly resolved, but you get my drift, it doesn't smell good does it? The industry is not in good order and it does need some sort of oversight. Most of the issues could be stopped by conducting proper high standard pre-delivery inspections, to a set standard. They may say they do them, but clearly that is not the case and probably needs some sort of scrutiny group, with teeth.

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