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.