Warranty Process / Status (3rd Party)
Warranty Process
RV Service Centre acts as service & warranty agents for many leading brands of caravan manufacturers, and equipment suppliers - and are happy to do so. Unlike cars/vehicles, often van dealers & manufacturers do not manage the warranty of the appliances/equipment within the van, therefore there are often multiple parties involved in any warranty related issue.
Start a Claim
Alternatively email us:
Please note:
All warranty work is handled outside of our normal RV Service Centre (private/retail) work processes. We allocate specific resources (admin and workshop) to warranty related work, and are therefore only able to offer communication, processing and scheduling based upon the availability of these resources.
As an independent business, we are unable to authorise a claim on your behalf - we require authority from one or more warrantors, and are subject to their warranty processes. Often warranty claims can be quite delayed due to communication with multiple parties, parts supply, and payment. We do not commence any work unless we have full authority, and all parts available. If your issue is an emergency, we offer to carry out the work privately for you as the owner, and you may then be able to commence a claim directly with the warrantor(s).
Communication & Timing
- All of our communication for warranty related work will be done via email and SMS.
- We do not facilitate phone calls relating to warranty work after initial contact
- Warranty communication & processing (customer contact, emails, initiation, lodgements, ordering parts etc) are only done on Fridays, with a minimum 2 business day lead time. e.g. if you contact us on Thursday, we will respond the following Friday. (see FAQs)
Updates / Status
- If you are requesting an update / check-in about how your warranty claim is going - please email us at: [email protected]
- You will be advised what Step your claim is up to
1) Owner detects issue
- You've noticed some defect or issue with your van, appliance or fitting you believe should be under warranty
2) Log Issue with Us
- Contact RV Service Centre
- Have a list / specifics of your issue(s)
- You will need to provide us with:
- Your full name(s) & contact details
- Proof of purchase (of van, or specific item) - showing date
- Vehicle Make/Model
- Vehicle Registration
- Make/Model/Serial # of appliance (if appliance related)
- We will assist in determining which supplier holds the warranty (e.g. van manufacturer, fridge supplier etc).
Please email add required information to:
If unable to use the form, you can email us at:
3) Pre-Approval vs Quote
3a) Pre-Approval / Warranty Agent
- Where we hold a pre-approval for that Warrantor & scope of work - we will commence claim on your behalf.
- If diagnosis is required, we will book you in for Step 5 - Diganosis Booking.
3b) No Pre-Approval
- Where we do NOT hold pre-approval - we need to quote the Warrantor: Step 4 - Inspection for Quote is required.
4) Inspection for Quote
- Only required for work that falls outside of pre-approval/warranty agent criteria
- You will need to bring the van/vehicle to our workshop for inspection and quote
- You may be advised that Step 5 - Booking for Diagnosis is required
5) Booking for Diagnosis
- If your issue requires a diganosis you will need to make a booking for the diagnosis to be carried out. Note: this is not necessarily a fix for the issue - it is just diagnosis.
- We are normally unable to "make time available" to fix the issue at point of diagnosis (even if we get immediate authority, have parts etc). This is due to workshop scheduling. Unless the job is booked for repair, we only allocate enough time for diagnosis in our workshop schedule.
- If you would like to book in to have an item repaired/fixed, prior to receiving an authority from a Warrantor - we can accomodate this as a private job - where you as the owner pay for the work.
5a) Diagnosis Payment
If the issue is NOT covered under pre-approval/warranty agent criteria - you, the owner, will be required to pre-pay a diagnosis fee for this work (see FAQs)
6) Lodge Claim
- Once we have:
- received all required documentation from you
- determined actual issue (e.g. via diagnosis if required)
- determined appropriate Warrantor (supplier/manufacturer)
- We will lodge the claim with the Warrantor
- The claim is lodged once only, electronically (see FAQ)
7) Wait Approval
- We wait until we get a response from the Warrantor.
- If we do not get a response, we do NOT continue to follow them up. (See FAQs)
8) Approval
- Upon receipt of appropriate approval, we will commence ordering required parts.
9) Order Parts
- We order the required parts (once - see FAQs)
- Often the Warrantor will supply parts for the work (see FAQs)
9) Waiting Parts
- We do not action any part of the work until all parts have been received
10) Booking for Work
- Once all parts and authority have been received, you will be contacted to make a booking for the work to be carried out.
11) Work Carried Out
- We will carry out the scope of works authorised by the warrantor
- NOTE: this may be different to what we have quoted for or what has been requested by the owner
12) Payment
12a) Pre Approval
- If works fall within pre-approval scope / existing agreement with warrantor, vehicle is ok to be released
12b) Payment in Full
- If work does NOT fall within pre-approval scope / existing agreement with Warrantor, the Warrantor must pay for the work IN FULL prior to the release of the vehicle.
- If the owner requires the vehicle back prior to this payment, the owner may opt to pay for the work directly to RV Service Centre.
13) Release
- Once work carried out and paid in full / or agreement in place
- Vehicle is release back to owner
Additional Work
- At any stage, if you request additional work not originally listed, the process starts from the begining for that additional work.
