Note to all Boggers, Scheduling Problem....

Hi Steve.
i appologize upfront if i sound annoyed and disappointed. Its because i am. I am probably one of those hail repair jobs.
An overview.
12 months ago we purchased a second hand BT to try before outlaying on a new one. On 8th Nov 2006 our van was damaged by hail at Noosa. After contacting our insurance we rang Bushtracker and took the van in the next morning for an assessment and quote. You were there at the time. I was advised at the time that the repair work could not be done until the new year and if we couldnt wait there were other repairers that could do the work.
I wanted BT to do the repairs so i said that i would wait.
After the insurance company gave the go ahead i rang to book in a time. I was told that it could not be started until the 12th February. We were due to go on holidays at that time but i said that would be fine and we changed our plans and went on holidays early february returning in time to get the van in before 7am as requested on the 12th.
On our return from holidays ther was a message on the phone that you could get the van in a couple of days earlier. As it was Sunday when we got the message we were unable to do this.
I took the van in on the 12th as requested before 7am and went over the list as well as some extras we required. I was told that BT now could not start on the van until Wed .
There was about a weeks work but because i was flexible with timeframes it may be moved to one side to complete something else but would be finished by the end of March.
That was fine by me as we are about to embark on a 3 month trip up north commencing just after easter. On Friday i rang the office to confirm the progress as i wanted to check out the repairs and give the go ahead on the extras we required as well as get prices on updating to a new van.
I eventually spoke to the workshop and was informed that BT could not repair my van until end of June.... What another 5 months as well as the 3 i have already waited. I couldnt believe it. No one had contacted me. I rang the office. The insurance assessor was informed that the van would be ready to inspect on the Wed. It took us quite some time to strip prior to coming in for repairs. It was suggested that a couple of items could be fixed then i could go on our trip or take it to someone else to repair.
Two things i consider when i buy anything including a caravan. I want a good product but i also like to know that there is after sales service and customer service.
It appears to me that BT wants to build the vans but not service them. I am very dissallusioned and upset. If i had been contacted and told ther would be a delay of 4 or 6 weeks i could accept that as i realise that the shows are a priority and staffing issues are a never ending saga. But the end of June..... What happens if you get heaps of orders at the shows ? Will i be put off again in the hope i will get fed up and go elsewhere. Since buying a BT and joining the BOG i agree that your company has a great product and i read the assistance you give people on this site ...but hey i am also a customer and owner and dont believe that this situation has benn handled well.

Once again, sorry for the waffle...iam just ????????

Lance

How pleasing to see such an open disclosure of the situation at Bushtracker at the moment.
I don’t know the full story of course, but especially with a small company these sort of problems can happen from time to time. Yes there will always be someone who has a bad experience, but it seems and I believe Steve would agree that the only part of the above story which was avoidable was that Bushtracker apparently did not keep in touch with Lance about the escalating delay (and I would certainly get a rap over the knuckles at work if I did that to our clients). From what we have read and from our experiences so far we are not put off in any way by the delays reported on the blog. Our minds are not quite made up but we will have a factory visit in March. For a few years now we have been researching and planning an upgrade to our old faithful off road pop-top in which we have done many wonderful family trips (including the Gibb River road). Just hang in there Mark and Prue and watch for updates on the situation.

C&J

Hi Steve
i,ve calmed down since Friday. I do fully understand and agree that the shows are your top priority right now. I said that in my previous correspondence. My problem is that you are talking 8 weeks to resolve this scheduling problem but i have been told that my insurance work cant be done until the end of June (thats 16 weeks on my calculations) This is why i was so annoyed. I just want a fair go. I havent blown in after work expecting you to drop all and attend to my needs.
The facts are:
8th Nov 2006 i rang BT to arrange a quote on hail damage. I was asked to be in before 7am on the 9th which i was.
When the quote was accepted by the insurance company i rang BT to book in a time to do the work.(nov 2006)
12TH Feb 2007 was the time allocated by BT.Completly striped the van prior to taking to BT. Arrived at 6.45 on the 12th. Was told couldnt start until Wed and was about a weeks work but as i didnt need the van until the end of march the job may be moved aside to complete more urgent work. That was fine by me.
16th rang BT to give go ahead on extras required as well as a check on progress as the insurance assessor had been notified that the van would be ready for inspection on the Wednesday.
I was then told that the van could not be repaired until end of June 2007. I was flabagasted.
These things happen. I am a realist. My point is that the van has been in the yard for over a week and nobody contacted me and when i did finally find out no alternative date was discussed It was end of June 2007 or take it to another repairer. Too open ended considering you are saying 8 weeks.
Any way tomorrow i will ring the office and make an appointment to speak to Tracy .
Some Positives:
BT make a unique product. No dispute. I dont believe that just anyone can repair them to the same level of quality as you make them.(AS PER PREVIOUS POSTS)
BT workshop foreman Wayne is a fantastic person to deal with. Always so helpful and accomodating and i realise his instructions come from company decisions.
Your assistance to everyone on this site is invaluable.
Suggestions:
You spoke the other day on this site about an inspection service. Great idea. I think that BT needs to go one step further and set up a completly separate repairs, modifications, service and inspection section which would not interfere with the production side. Maybe a trial run . As more BT are being built the numbers of second hand ones are increasing . Knowing that there is a backup service for second hand purchasers keeps the prices up on these units and allows original owners to then upgrade.
These are my thoughts and i dont know if it is at all feasible.

Regards Lance

Steve,
contacted Tracy today. Had my say even though we did not agree on all the detail. In the overall scheme of things i agree it is not a high priority. Life goes on. I'm all worded out...
I'll arrange to collect my van and hope a new window of opportunity may appear before the end of June.

Lance