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Jos

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Reply with quote  #46 
I've been without my fridge now for about 6 weeks. Diagnosed as faulty. Then supposedly the fridge had to be sent to WA so the fault could be confirmed. Now, nothing but silence. Starting to get frustrated.
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filbee56

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Reply with quote  #47 
Jos, sorry to hear that you have been without your fridge for so long - 6 weeks.
Two things I'd be doing is ringing Dolium and speak to Aurora. She is generally very helpful.
If no luck, keep pestering Conqueror.

Cheers, Filbee56

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comjero

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Reply with quote  #48 
Update fridge is with National Luna and is being retested by them, CA have been in contact over the last few days but they are just relaying messages. It seem NL are looking at replacing/repairing the fridge??? pending what they find which I would assume is the same as there repair agent advised weeks ago that like all the others its an internal gas leak and not viable to repair pity these companies can`t accept the findings of there agents as this strings the job out longer and means the customer  waits and waits for answers and is longer and longer without there fridge.
Like Filbee56 my local repair agent was awesome he to offered me a loan fridge and was keeping us up to date with what was happening till it left his workshop, so I`m still waiting since mid March pretty poor effort on NL part, hope your still not waiting Jos for your fridge
Cheers
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William the Conqueror

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Reply with quote  #49 
I am a little biased, but my dealings with Dolium (who are only the importers) have always been positive. But then again, the product I have had warranty on was bought from or through them.

Dolium are only the agents in Perth, they are not the manufacturer of the fridges. It is like buying a car from a second hand car dealer and expecting them to fix a design/manufacturing fault. Unfortunately, the repair has to be approved by the manufacturer and they will want confirmation from their own people of the fault. As is now the case with CA/Dolium and National Luna in regards to these fridges. Because we have to deal with CA first, who then deal with NL, who possibly refer to a local repair agent in the first instance and then finally get referred to Dolium on our behalf, this is what takes the time.

The good thing is (ironically) there have been a significant number of claims for the same fault - internal leak. In a previous post on this topic, I eluded to a possible quality issue with components (copper piping). It would appear that this is more than likely the cause.

As it is now a "known" fault, warranty should simply be a quick signing off.

Repair is not really a cost effective option - National Luna will have to pay for parts and labour of Dolium (which is considerably higher in Australia). Returning to SA is not an option - due to freight charges there and back. The only option is to have their Agents in Australia help out. Which is what causes the angst as so many people are now involved. The excellent service you are getting from your local agents is because they assume they will have to then deal with Dolium directly. Unfortunately, the inconvenience then comes from the realisation that it was imported by a Third Party Company.

Be tolerant of the pressures Dolium are under. They are the meat in the sandwich here. I doubt there would be little financial benefit from dealing with these claims. They are trying to help everyone out. Keep the lines of communication open with them and I am sure they will do their utmost to help out.

Cheers

Anthony

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Damian Meadows

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Reply with quote  #50 
Well guys this has been an interesting read to say the least.  I, like all of you have had my NL 90Lt die an untimely death but to compound the problem, when I contacted CA about the problem they provided me with a list of NL Service Agents throughout Australia, the nearest being 60k's away, sweet I thought, wrong.  I called first to let them know I was coming down with a  warranty job, they were very polite and helpful, here I was thinking this was going to be a seamless easy process, strike two.  When I arrived and I told them I purchased the fridge as part of my Conqueror they immediately baulked, informing me that they wouldn't be doing the job as CA owed them money from a previous warranty job.

So I return with fridge in hand and contacted CA to find alternatives that were not going impact on my hip pocket.  After some backward and forth conversation CA told me the outstanding debt was from the previous owners of CA which they had now honoured and I could return the fridge to the agent as per previous discussion.  So I return to the agent, deliver the fridge and was told they would have a result within a few days, keeping in mind that we are now a few weeks past the initial breakdown.

Knowing how busy things can get, I give them a week before I call to get an update and was informed that I too had an internal leak which would result in a replacement rather than repair due to costs, they were forwarding the tech report to CA as we spoke.

So back to CA I go via email to get an update the next week, only to be told that they had forwarded the unit to WA to be inspected, attached was warning that the unit had been imported by CA's previous owner and therefore purchased directly from SA and as a result Dolium did not have to honour the warranty.  As expected, this was when my blood pressure increased considerably, thinking I had purchased a product in good faith, with all equipment included.  There was some discussion about how CA was going to solve the issue and after some debate, they agreed to honour the warranty if Dolium didn't (which I have in writing).

So a few more weeks go by (we are now at week 7), and I contact CA to get the lasted update and I'm now told that Dolium are still testing the fridge and we should have a result early next week.  In frustration, I explain that I have cancelled several trips away with my family and have a larger trip planned in a few weeks and expect them to resolve the matter to my satisfaction well before hand.  To say I was bewildered with the response is an understatement.  Below is an extract from that email, I'll let you interpret it how you will, I know how I took it.

We don’t normally highlight the underlying level of our obligations, however in this instance to give you a little more insight please note the below information:

  • For all units purchased prior to the 1st of October 2015 your retailer was the prior South African run Conqueror business which has ceased operation. A new Australian operated Conqueror entity commenced on  1st of October 2015 which by law has no obligation to cover warranty claims for the previous business. However, acting in good faith to continue the Conqueror brand and maintain support for existing customers the new business is, within reason and subject to assessment, processing warranty claims for previous sales. 
  • As your fridge was imported from South Africa, the Australian National Luna business also has no obligation to assist. However, because we have developed a business relationship with them they have agreed to assist with warranty claims for imported fridges, which means that your claim is being dealt with in Australia, instead of you having to contact the South African manufactures of Conqueror & National Luna and attempt to find resolution through them.
  • For all warranty claims, National Luna also do not cover freight. In your case we are covering this cost for you although this is not normally covered per warranty terms.

I purchased my UEV390 in May 2015, inside 12 months I had the problem and was immediately in contact with CA and this is the result, 7 weeks without a fridge.  As a result I have now purchased a second fridge for big trips, a little earlier than planned, that will go in the back of my Dual-cab with dual battery system.  This is the only issue I've had with the 390, love it to death and have recommended it to friends and family, one of which intends to travel to CA head office and purchase one in July, my commission should be a new fridge,, however this one issue has certainly left a bad taste in my mouth.

Damian
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filbee56

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Reply with quote  #51 
I'm feeling your pain Damian,
And to have to purchase a new fridge, albeit, will come in handy for future holidays.

7 weeks is a long time to wait for a replacement when it appears a clear-cut fault - to us that is. All we want is a good result for our warranty. And a replacement fridge pronto.

However, as you have explained in your email, along with the response from Dolium, it all becomes quite murky doesn't it.  It is definitely a lesson in what happens when companies change hands, and I'm sure that Peter Nasser, along with his office staff, are pulling their hair out.

I know for a fact that Peter is very genuine and tries his best to resolve all warranty issues.  With additional staff now in both the office and workshop, CA are endeavouring to build on the product's name and service. 

All the best, Fiblee56


 

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William the Conqueror

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Reply with quote  #52 
Time for a reality check...

Under Australian Consumer Law;

You are only required to return a faulty product to the point of sale (in this case Conqueror Australia) or the recommended repairer or authorised service agent if it is not practicable to return to the point of sale. In other words, I would not be expected to return an item to Queensland if I live in Perth when there is an opportunity to have it repaired here.

If the service agent, manufacturer (National Luna) or on seller/supplier (Conqueror Australia) wants to send it somewhere else to be assessed, they are responsible for the freight charges. You have met your commitment by taking the unit to an "authorised" service agent or point of sale.

The fact that the units are being sent to Dolium (an authorised service agent /dealer) has nothing to do with the owners of these units. This is purely a decision by either National Luna or Conqueror Australia. Again, you have met your obligation by returning the item to an "authorised service agent or recommended repairer or point of sale."

While Dolium (the authorised service agent/dealer) is not "responsible" for the repair or replacement of the unit, as part of the dealership/service agreement, they have a contractual responsibility to assist as the manufacturers (National Luna) agent in Australia. They will be remunerated for the work they carry out. Likewise, if the item is replaced, it will be National Luna who will foot the bill.

I read that the email response in Damien's post above is from CONQUEROR AUSTRALIA not Dolium. I suppose the one good thing that comes out of the above email is - if you bought a trailer from Peter Nasser regardless of when you bought it, you have an "enforceable warranty" as his previous dealership is still operating. If the rest of the information is to be believed - the rest of us are "sh1t out of luck!" Or at the very least at the mercy of the Conqueror Gods.

To put it all in perspective, if I buy a new Toyota and the airconditioner fails who do I go to for help. Do I have to send the vehicle back to Japan (at my expense) where it was manufactured? Do I have to remove the airconditioner (again at my expense) and ship it back to Nippon Denso (the airconditioner manufacturer)? Or do I go to my nearest local dealer (or their service agent) to get the issue resolved. Do I have to wait 2 months while they investigate why a part failed?

Just remember - Australian Consumer Law is your friend. They (CA and NL) know that there is a problem. To have a "fault cluster" the size of this one (given the number of units sold and then developing faults) all originating from the single point of sale is more than unacceptable. Has anybody been told "where"the internal leak is? Has anybody been told "what" caused the internal leak? Has anybody been told "how" to avoid future internal leaks? Has anybody Ben told "who" is responsible for the fault (manufacturing process, faulty components supplied, incorrect installation of the product)?

A recall to check for faults should have been issued by now.

Cheers

Anthony

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comjero

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Reply with quote  #53 
The latest on my fridge is that no fault was found by NL and my fridge is being shipped back.??? Funny that its had a fault with me (wouldn`t hold -18 on the freezer side,something that it did do for many trips over the last 18 mths) and their agent replicated but they say it doesn`t?. So I guess I`ll re install it and see what happens , I have this feeling that this is not the end of this. 
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filbee56

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Reply with quote  #54 
G'day Comjero,
Thankfully, the fridges have a 3 year warranty. And, you now have some history on the fridge, which will be documented, by agent and Dolium.

Cheers, Filbee56

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William the Conqueror

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Reply with quote  #55 
Der Wutzl asked awhile ago, how many people have lost fridges!

I have done a count, just of this thread and found the following:

Filbee56
Bear
comjero
Jos
Glynnp
Doc
Damian Matthews

I also know of three other people who are not members of the forum who have had their fridges replaced for - YEP! Internal Gas Leak (2 to 2 1/2 years old). That's $30 000 (plus freight) worth of faulty products

All the same model 90lt! Given they have all been purchased through the same source and at around the same time, they should all be replaced without question. This would suggest that there is/was a manufacturing fault

Imported or not - they are all made by the same factory. Surely the would all be made to the same standard (I'm sure they don't have multiple levels of quality control!). Regardless of point of sale, National Luna IS ULTIMATELY RESPONSIBLE for repair/replacement.

I called into the local Consumer Advocacy Centre while I was out yesterday and they have provided the following information (I realise that it may differ state to state but this is the go for Western Australia)

1. Fault Identified
2. Notify supplier (Conqueror Australia -or where ever unit was purchased from).
3. You return unit to Supplier or you take it to authorised service agent/repairer (which ever is easier for YOU!)
4. Agent/repairer makes an assessment (repair/replace) and advises the Manufacturer (National Luna) or in some cases the Companies representative if manufactured overseas (Dolium)
5. If repairable - repair unit. (Repairer sends account for services)
6. If replacement - agent arranges for replacement unit (sends account for services).
7. Customer has unit returned and walks away happy and tells everyone about their fantastic trouble free warranty experience - LOL

It should be that simple... Fight for your rights!

I can't believe that the faulty units are being sent from Queensland to Perth for inspection when the Nation Service Manager is based in Brisbane. The following is taken directly from the National Luna (Australia) website....

"3 Year Warranty - Even with the best design, quality and components, unfortunately sometimes things go wrong. We offer a full parts and labour 3 year voluntary warranty using both Authorised Service Agents and if necessary any reputable refrigeraton service company if you happen to be in a remote location. We strive to get you going again quickly and with a minimum of hassle.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for other reasonably foreseeable loss or damage.

Your are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."

You will note there is no mention of alternative warranty for units purchased through Conqueror Australia. In fact one of the selling points used by Conqueror is the 3 year Nationwide Warranty.

Cheers

Anthony




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troopy

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Reply with quote  #56 
Another national luna appears to have bit the dust so to speak .The unit appears to be running but not cooling at all.
A real shame since the trailer was purchased new Sept 2015 and used only a couple of times.
Whats the latest  procedure being applied to get it repaired or replaced
I am based in south west Sydney

Cheers

       Troopy
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filbee56

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Reply with quote  #57 
Anthony, many thanks for your contribution to this topic.  Some well researched and written posts. 

I for one, am pretty happy with our outcome - a new fridge, and the time it took - 3-4 weeks.  I am also extremely impressed with the service agent here in Canberra (Russell), and the fact that he loaned me a fridge for our long weekend getaway. 

At all times during our pursuit of the warranty claim, CA were in discussion with Dolium and kept me informed.
I too was in contact with Dolium, only to source a new agent here due to the sudden illness of the then agent in Canberra (an elderly chap). However, Dolium's point-of-contact, Aurora, couldn't have been more helpful in arranging the very short notice contract to have Russell as the newly appointed Canberra agent. And finally, our agent Russell also kept me informed all the way.

So I must say, it was a win win all round for me.
Cheers, Filbee56  

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comjero

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Posts: 262
Reply with quote  #58 
Sad to hear of another one.
This link will give you all there service agents and you will also need to lodge the warranty with Emily at Conqueror Aust.
http://www.nationalluna.com.au/service/

I used Farmbourgh electrical in Wollongong he is very good, there is another one at Arndell Park fi thats closer??
Cheers
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troopy

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Reply with quote  #59 
Thanks for the info comjero I will get onto it immediately .Apparently Peter Nasser is in Lebanon for the next couple of weeks


Cheers Troopy 
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delalang

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Reply with quote  #60 
My National Luna 90 ltr also bit the dust recently. It is just around the two year old mark. I has performed flawlessly throughout our trips to Victoria and Western Australia. We recently took our camper to Carnavan Gorge QLD. and yes it never got below 17degrees all weekend. I took the frig to our local service agent in Rockhampton, three days later he rang and gave me the bad news. Internal leak in the evaporator. I produced all of the purchase details from Conqueror and he got back to say that  the frig was being replaced. The whole process took about 4 weeks which is not a problem for me. On arrival I had to refit the 12 volt cable myself. One thing I did here was to cable tie the lead through to the 12 volt spade connectors inside. I have also fitted a rubber grommet into the where the lead enters the cabinet. ( the original fitting of the cable wasn't all that good , because of the swaying of the cable on rough surfaces the spade connectors simply came adrift.) I have now fitted the new frig to my 440 and the next trip is coming up in a few weeks. I am really happy with the service I have received from the suppliers but I would hope that this is not a common occurrence.

Happy trails
Glevin and Lesley

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Glevin and Lesley Delalande
Conqueror 440 owners
Rockhampton, Queensland.
Practising Grey Nomads
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