I have been very disappointed with the customer service following the purchase of my Avan early this year. A number of minor warranty issues in which you would not expect in a new van became a major drama rather than a straight forward response. My van was dropped of early June and picked up nearly six weeks later incomplete. When Kratzmann were contacted to see what the hold-up was I was constantly told they were waiting on parts from Avan. In the end I picked up the van without the van being ready. I will not be going back to Kratzmann for my services in the future. You have to question their ability to solve major issues if they cannot solve minor warranty issues.
Craftsman advertise customer service then they should be able to deliver that service by making sure the caravans they sell are backed up by established relationships with the caravan manufactures they sell for. It would appear there is a lack of communication, and poor customer service on both Kratzmann and Avan with each blaming the other rather than looking at their system issues.
I would suggest if you are looking for a caravan buy from a dealer who sells their own product they are more likely to have an invested interest in keeping customers happy once the van is sold.
My Aura had to go back to have a couple of minor issues sorted. We weren't in a rush for the van but Wayne made sure we were kept in the loop with phone calls to explain where things were in the process. Great service Wayne. I had been told before buying our Aura that Kratzmann's service was poor. I have definitely NOT found that to be the case, in fact quite the opposite thanks to Wayne & his exceptional attention to detail. As an aside, as I was hitching up to leave 2 of Kratzmann's team who were moving a van into a slot next to mine reminded me not to drive off with the handbrake on the van still on. I had remembered but it was great to see team members going that extra mile for their customer.
Had a slight issue with a small leak in the sink waste pipe. Wayne agreed at short notice to fit us in knowing we were going away that day for our maiden trip. Expertly fixed the problem and delivered fantastic customer service. Thanks Wayne & team.
We had cause to lodge a warranty claim which we did on line during the evening.
Rang the service next morning and Wayne was very helpful in organizing to get out problem attended to in a very friendly and professional manner.
Thanks heaps Wayne
Jason has provided excellent service throughout, from our 1st meeting in Sept 17 until we collected our Aura today. Nothing was too much trouble for him. He was knowledgeable and took the time to answer all our questions. At handover he again addressed each issue professionally and promptly.
Stu (did our handover) was exceptionally knowledgeable and patient, again sorting any issues on the spot. I can recommend Jason & Stu - very professional.
I logged into the online service request and spoke live chat with Emily. She was brilliant and went out of her way to help us resolve the problem and source the part we needed so we could get away on our caravan holiday. We are so thankful for her great customer service.
Sarah was very helpful and gave excellent service. Turn around was very fast. I wanted to speak to the person who carried out this work however no technician was available before or after the work. As we are on the road a lot I wanted to have an understanding of what was done in the event that the bed not working in the future.
I don’t think my request was unreasonable.
The process of assessing a trade-in van at the initial agreement at the Exhibition Grounds to buy and then changing that offer when arriving to pick up the new van is an ugly experience for your client. The rest of the experience was excellent but makes me hesitant about future dealings with you fearful that what you say will change when it's too late for me to withdraw. You need to change the process of the offer on an unseen van to be honest and genuine with your client. As said, the quality and costings of the new and traded in vans are not disputed, but going back on your word is.
There has been a complete lack of interest from Kratzman with my warranty claim from the start. I always had trouble receiving a return call and nearly always had to made a 2nd or 3rd call. Right from the new van pick up when i was allow to leave only to find out up the road that we had no van brakes and the coupling was loose after getting the car rewired and having a new coupling fitted through Arrow in your complex. Upon arrival today the work was not completed as pre our conversation on Tuesday and i had to point this out myself and wait for a finish. I also had the 6 monthly service done $345 and a smiple detail as a broken rivet on the stone guard in front of the tap on the a frame was either overlook or dean not included to be sorted. I now worry as to the detail and quality of the work that was done. The trade man today who finish the work deserves a lot of credit for putting up with my complaints and was very helpfully. I can't see why i would be recommending Katzman in the future as as soon as we paid the deposit you seen to lose intrest.
Thank you for taking the time to put up your review. We have taken your feedback on board and I wish to assure you that procedures are in place to ensure customers receive the desired outcomes however in this instance one of our team members has let you down, we sincerely apologise for this. We have swiftly made changes to the staff in this department to ensure this does not happen again. If you would like to discuss your concerns with me further please do not hesitate. My name is Emily and can be contacted on 07 3888 2755. Thank you.