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NEWS
Dometic ups customer care
New Australia-first program provides quick fix to RV appliance repair processRV accessories giant Dometic is rolling out an Australia-first customer care program designed to take the hassle out of fixing appliances in your RV.
“The Dometic Care Program is a new initiative to help customers find service quicker when they’re on the road,” explained Dometic marketing manager Justine Schuller.
“Given caravans are manufactured using many different components from many different suppliers, it’s very difficult for a consumer to know who to call (when something goes wrong),” she said.
“It’s not like a car where the only thing not supplied by the OE (original equipment) manufacturer is the tyres and the batteries.”
With a broad range of products marketed under various brands including Waeco, Truma, Air Command, and Eberspacher, Dometic claims to be the only supplier of RV components in Australia with at least one product in every RV sold.
Owners of caravans or campers with Dometic products sign up for the free program on a
new website, and receive a Dometic Care number which links all the relevant products to their vehicle’s chassis number.
“If there’s a problem, you log into your account and click on the product listed. It will then provide suitable service agents in the area and provide all the information you’ll need to provide to the service agent such as the purchase date, warranty period, and the product code,” she said.
“The reason we’re doing it is to give our customers better service because they don’t know who to call if they need to get one of our products serviced, and because there are so many technical requirements on who can service a fridge compared to who can service an oven, and all the other products we offer.”
Dealers and manufacturers will also be able to access certain information online about individual customers and their products, and it will allow service agents to speed up the warranty claim process.
The Dometic Care Number stays with the vehicle for life, so it can be used by any subsequent owners.
“It’s only available at this stage if you own an RV. It’s not available if you have a portable Waeco fridge, that’s phase two of the project,” Schuller said.
“At the moment it’s predominantly for new vans, or less than two years old but as time goes on it will be for retro-fit (to older vans) as well.”
Developed in Australia, it’s likely the program will be rolled out across the network of 100 or so other countries that also sell products from the Swedish company.
As part of its new customer care campaign, Dometic has also introduced a new, extended warranty for most of its RV products. Buyers can pay extra to extend the standard one or two year warranty to four years.
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Written byChris Fincham
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Please see our Editorial Guidelines & Code of Ethics (including for more information about sponsored content and paid events). The information published on this website is of a general nature only and doesn’t consider your particular circumstances or needs.
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