D Sadler wrote on 10-24-2013

Sun shade fitted in wrong place

I had a sun canopy fitted by Highbridge Caravans service centre, in the wrong place. There is very little room on my Hymer to fit a Fiamma sun shade - so I researched the exact requirements by phoning the main Hymer UK dealer and checking similar vans with the very same shade factory fitted. After initially insisting that to fit the shade would require removing the over door gutter, Highbridge conceded (after I showed them a photo of the same van with a factory fitted shade) that with a custom bracket the shade could be fitted as per the photo at the very top of the van side. On returning for my appointment a month later, I provided the reception with an A4 photo of the same van with the shade factory fitted, explained the requirement again and asked that the photo be stapled to the job card (which the guy on reception promptly did) to be doubly sure it would be fitted as agreed. Four days later with no communication from Highbridge I return to see it fitted 3 inches too low, resting just above the door gutter. The response of the service manager, "That's as high as you can fit it, it can't go any higher", whilst standing in front of the job card with the photo of the correct fitting still attached. Sadly the customer service of the service department at least seems to be stuck in the seventies. The sun shade works, though it drags on the top of door when the legs are not extended. If the service department is not capable of fitting as requested, a phone call to that effect would have been nice. I suspect to fit as requested would have been a lot trickier due to the need to remove more internal trim / cupboards to attach, and by their confession they were short staffed, so maybe a that's the reason.. Either way, what option do I now have - ask them to move the shade and leave some lovely big holes to be filled in the sides of an otherwise pristine van? I can only hope that fitting in the wrong place does not also mean that the attachment is weaker than the correct placement - only time will tell, by which point I'm sure Highbridge will accept no liability. Very disappointing indeed.