Combatting supply chain delays with great customer service

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As the pandemic continues to impact the global supply chain, we too are feeling the effects of this on-going issue. We’re doing all we can to offset any delays that are being caused by the continuing difficulties in getting hold of parts and are keeping our customers in the loop to ensure they are informed every step of the way.

Many of our suppliers are finding it extremely difficult to get hold of the raw materials and essential components that are needed to make spare parts, which does unfortunately mean that some delays are unavoidable.

CaravanPlease rest assured that we are in constant contact with our suppliers to keep up-to-date with the supply levels and lessen the impact of this on our customers. 

These parts shortages are mainly impacting our warranty and repair work as these are the services that usually require the parts. Our services are continuing as usual and if any parts are required, we are prioritising those that are critical in being able to use the vehicle.

These supply shortages, as well as the lockdown periods over the past 18 months have caused a backlog of services, but we are booking customers in sequence according to when their service was due, to ensure fair treatment. 

We’re contacting our customers directly to make these bookings, so please rest assured that we will get to you. If you have any questions or you'd like to speak to us to clarify something, please get in touch.

As parts arrive we will be emailing the relevant customers offering a range of dates to bring your vehicle in. As we are prioritising those needing parts that critically affect the use of the vehicle, we are looking to book in non-urgent part fittings and repairs at the end of the season. 

Aftersales Manager Trevor Egerton said:

“Since the onset of the pandemic it has been extremely challenging, particularly during the lockdown periods when we had to close for weeks or months on end as this caused a huge backlog in the workshop. For the second and third lockdowns we instigated a collection service to enable us to continue our servicing schedule and meet our customers’ needs. This worked really well; ensuring customer satisfaction with our service is always our priority.”

Long-term customers Graham and Lynne Kirby said:

“Our service was due at the beginning of the year and I was especially impressed to discover that they were offering a door to door service! As no customers were permitted on-site due to the COVID restrictions, a member of staff came and collected our caravan, took it off for its service and returned it, completed and fully cleaned, later in the day. Fantastic! It has given us peace of mind that when we are able to get out and about again, it’s ready to go.

“In previous years when I’ve had my van serviced, Trevor has gone the extra mile to ensure that I can fit the drop off and collection times around my work commitments, which is really helpful too.”

We are dedicated to managing all outstanding parts orders as efficiently as possible. We would like to thank our customers for their continued patience and cooperation at this time. Please get in touch for more information.

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