Great Service from Carac Accesseries

[Walks]

Has an issue with my Van and the Jockey wheel has bent and pinched and now ripped the thread where it is attached. Van is attached to my trailer and i can't get it off because i can't use the Jockey wheel....

Went to Carac in Dandenong yesterday as i needed a new jockey wheel so i could get the Van off my car. He came out had a good look, talked me out of buying what i was going to and informed me that the Jockey wheel they had fitted at the factory is a bair minimum for the weight of the Van and not really suitable for a 2.5tonne Van. I thought it was something that i'd done wrong that had bent the jockey wheel but he told me that it shouldn't do that and that it is definitly the Jockey wheel at fault. He said he was happy to sell me a new set up but he recomended me to take it back to Jayco and get them to fix there area.

He also gave some advice on other things that i was very greatfull for. Was very refreshing to have good old fashioned customer service. I ended up buying a stronger jockey wheel that was on special for $45 because i need and stronger one and because of the time and effort he put in (20-30mins for a $45 sale).

It will pay dividends in the future as it will be my first point of call when i need anything. I highly recomend this particular guy that i dealt with. I didn't catch his name but he was exceptional.

 

[straydingo]

Yeah, Carac is pretty good. And now that they are in the new store they seem to have a few more staff generally that means they can provide that little extra customer service.

 

[cruza driver]

Good to hear @Walks got to be happy with that.

I have noticed more and more lately when passing there that there is a van backed into the workshop getting some work done and brand new vans too

 

[Burnsy]

Hey @Walks, any chance you could post a pic of that jockey wheel? I'm wondering if it looks any different.

 

[Walks]

So the service tech i spoke with a Jayco is telling me that he doesn't like his chances that they will warranty it.

I tolf them to weld the new plate on regardless as i want to use the Van and if they don't approve it i want them to tell me what i have done to cause the damage as simply saying you damaged it is .

He stated that it looked like i had taken off with it while it was still hitched up with the handbrake on.... Ah i'm afraid not buddy.

I told him that the ripped thread off the bracket happened when i needed to forcefully undo the jockey wheel to be able to get it off after the damage to the Jockey will occured.

In any case let the games begin if they don't approve the warranty. I have been knocked back on a warranty twice on cars, both times told it was my fault or that it was "normal". After some negotiation from me they tend to come around and do what they should have from the start. At the end of the day it's going to be $100 for the new bracket to be welded on, surely as a business you would just do it in good faith regardless of the circumstances. I know that's what we'd do in our business if someone had just spent $45k through us. Particularly if there is a big chance that they will be a repeat customer.

 

[Walks]

Ok so i went back to Jayco to pick up the Van. Suprise suprise Jayco wont warranty. I did ask how i could possibly of done it. They said for the amount of force require to do it i have to have driven off with it while it was still on... That definitly did not happen and if it did i'd fess up to that. I've done it before with my bike trailer that has a twist up jockey wheel. I'd had a massive day at work and could not be bothered arguing the toss for the sake of $60.

Will be making sure that even the littlest of things that are wrong with my Van (that i was going to let slide) now get attended to in full.