Great advice and service Cant thank Justyn enough for sorting out our storage problem and general "big wet"advice

Hi,

My husband and I purchased a 2021 Jayco Silverline on May 14th from Jayco Darwin, from Justyn Hateley and his wife Michelle.

Within three days of acquiring the van a major leak sprung under the bathroom sink, cupboards were found to be misaligned and stuck/not opening, and loose wiring was found hanging under the van, among a litany of other quality problems. The craftsmanship of the van was appalling. Hateley attended to some of these issues, but in the 3 months since Hateley and his Darwin family sales team have since washed their hands of our case, despite promising me on the telephone he "would not rest until you're happy". We absolutely are not happy, and the quality issues have escalated ten-fold.

-In the three months since May 14th [the van has been stationary the entire time in Halls Creek] the main control panel of the van has stopped working completely. A new control panel is on order to Broome for installation. The Jayco contractor in Broome who is doing the repairs under warranty said there have been myriad issues with the Silverline computer control panels and he has replaced many of them this year - and the supplier [not Jayco] is running tests on why they are shorting out.

- the pump has stopped working completely. A new pump is waiting for us in Broome

- A 2 foot crack has appeared in the corner of the shower, it keeps getting bigger.

- A cupboard door in the bathroom fell of its hinges [while van stationary]

- The toilet roll holder fell of its hinges [while van stationary]

- Multiple drawers in bathroom and kitchen continue to malfunction/stick/not open

- The hydraulics of the soft-close cupboards in the living room do not work, meaning the brand-new cupboards fall on your head.

- the van is unusable is this condition, forcing us into emergency accomodation in Halls Creek

The quality of this Jayco 2021 Silverline is shoddy, negligent and dangerous, and we believe we qualify for a refund under the ACCC guidelines that state the van was sold with major faults, as well as a litany of minor faults that would have prevented us purchasing it if we had known.

I asked Jayco Darwin to buy the van back from us if they truly believe in it's high quality - they repeatedly refused. I asked for a refund - they refused.

We are now staying in a Halls Creek hotel/motel awaiting repairs in Broome on 14th September. The Jayco customer service team are rude, unqualified, and repeatedly hang up on you when you ring the customer service helpline, or respond vaguely and in corporate jargon to emails. Often they do no respond at all.

The customer service staff belittle you, openly laugh at you, and demean you. I'm a confident person, but they have made me feel like nothing - an expendable $$$ to them.There's a huge power imbalance between the customer and this behemoth Australian business, and they leverage that power imbalance to their advantage, in the hope it will silence unhappy customers.

I no longer expect any responsibility from Jayco, or Jayco Darwin and have instead begun pursuing other routes to hold the company to account, and honour the promises they made to us as customers who spent a great deal of money on this van.

While my husband and I are incredibly distressed at our own situation and the negligent, dangerous quality of our $80,000 van, I worry that the Jayco issues are systemic, and related to "rush job" caravans being pushed out of the Victoria factory as Covid demand surges.

From extensive research, I do not think the issues we have encountered with our van are a one-off, or unique, but an indication of poor quality, negligent craftsmanship and lax managerial control throughout the Jayco caravan build and manufacture process. The company treat consumers like fools, abdicate their responsibility for quality vans and customer care, and are a shameful indictment on Australian businesses, who globally are such a strong brand.

Eleanor