So many positives from a couple of negatives

We went to collect our Chausson 630 Welcome from Highbridge in Newton Abbot after its habitation check. All good apart from one little bit of damp in the garage corner, which will be sorted out under the seven-year warranty.

I got a couple of miles down the road and the engine started to judder. I pulled into a layby and could see nothing obvious, so went to drive off.

I could only get 2,000rpm max and a warning light appeared. I thought it was a faulty injector as I’d only driven 9,986 miles and 16 days over the three years. A little concern was an understatement.

So, we rang Ford Assist. The lovely lady on the phone asked for our details, found them on the computer and requested our location. I told her the road and heading, but luckily my wife was following in our car and had the What3Words app (gives you a location in a three-metre square anywhere in the world).

Within seconds she pinpointed us and arranged for someone to come out to help.

The breakdown van came and duly put the magic box on. It confirmed the number one injector was faulty.

The injector could not be repaired but the technician cleared the fault to get the rpm up and we went on to a nearby service area, where waited for a recovery lorry from Highfield Garage and Recovery.

It was with us in the time it took to have a coffee and cake.

We were recovered back to Vospers at Threemilestone in Truro and we went ahead in the car to get to Vospers before it closed.

We made it, but the recovery lorry was 20 minutes behind us. Fortunately a member of staff from Vospers stayed to keep the compound open until the recovery got there.

The next morning, by the time I got to Vospers, it had the motorhome in the workshop and was checking out the fault.

I spoke to the service manager and pointed out that it had done less than 10,000 miles and in the last year only did 900 miles due to the pandemic. He said he would be guided by Ford, but it was 16 days out of the manufacturer’s three-year warranty.

Later that afternoon, Vospers rang to say that my motorhome was all fixed and ready for collection and the work had been covered by Ford and that one of the injectors had been replaced.

We were incredibly grateful that this had all been done and covered by Ford, but I thought I would try the customer service at Ford that was on the Chausson group page.

So off went the little email with my tale of woe.

Within a couple of days (on a Friday afternoon), I had an email from Ford customer service asking for a copy of my V5 to confirm my details.

On the Monday morning, Ford called to tell us that it had spoken to Vospers and arranged to have the other three injectors also replaced, again covered by Ford.

The motorhome now has all new injectors and the damp area is booked in for repair in a couple of weeks.

So, to sum up, two negatives and nine or more positives and great customer service from all.

We are so grateful to the lady at Ford Assist, the two chaps from Highfield Garage and Recovery, the staff at Vospers Threemilestone and to the lady at Ford Customer Services. And Highbridge Motorhomes for its ongoing good service.

It’s good to have the What3Words app that pinpoints your location anywhere in the world.

There are still lots of good people out there delivering great customer service.

Roger Mead