Has anyone got ideas on how to deal with Equitrek

D

deep mill farm

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Deep Mill Farm, Great Missenden
www.ipcmedia.com
we've a got a brand new Equitrek, but so far its seems to be falling apart infront of our eyes...
the living area has peeling laminate, making it look like my old horsebox. We leave it for a week and the battery needs a recharge (just like my old horsebox.. )
so far we've left messages but nothing.
anyone got any ideas on how to get them to even look at these problems?
 
Put your concerns in writing and send them recorded delivery with a date by which you expect a reply and a clear account of what you want done about the defects.

If they ignore you contact trading standards.

P.S. does the horsebox have an isolator? You may find that without one any battery will get drained.
 
Another tip for you; when you get the 'phone options, side-step the complaints, and go straight to "Sales", you'll find an instant voice is available! ;)

Alec.
 
deep mill farm said:
we've a got a brand new Equitrek, but so far its seems to be falling apart infront of our eyes...
the living area has peeling laminate, making it look like my old horsebox. We leave it for a week and the battery needs a recharge (just like my old horsebox.. )
so far we've left messages but nothing.
anyone got any ideas on how to get them to even look at these problems?
Click to expand...
Was it purchased direct form equitrek or through one of their dealers ?

If through a dealer then what was the reponse from the dealer ?
 
thanks for the suggestions. why should it drain ? cars don't drain? there's a separate leisure battery for the living which isn't flat. will consider a letter. then action.
it was bought straight from Equtrek, I think in hindsight I should have gone via a dealer as they provide a service to the customer.
 
If you have a tachograph it can drain the battery, but then again for a 3.5 you probably don't have a tachograph, so it's shouldn't drain really, no. Best of luck with getting something done.
 
I have emailed Equitrek with a link to this thread so perhaps they might do something as its not helpful to them having an unhappy customer publically complaining

If they do respond please tell us how they resolved your issue as that seems only fair if they redeem themselves
 
Friend had the same sort of problem with her trailer within weeks of buying it, the floor started moving; after the dealer didn't want to know, she did the direct route to the owner/director of Equitrek who was horrified and it was all rectified very quickly - but it's still a crappy trailer and if it wasn't due to her mare being a bad traveller in anything else she'd have cut her losses and sold it long ago.
 
I've had problems with IW506 nose cone coming adrift both dealer and IW didn't want to know sounds silly but just swapped for 511 as travel two 16hh plus and nose cone been altered but wouldn't use dealers bought 506 from as they didn't want to know. If they don't help don't get my trade again. As trailer a business asset IW looks better as stock trailer than equi something!
 
Good luck with them - I had one and had nothing with problems and eventually the MD said I was misusing the trailer by travelling one horse on the offside?? Would never, ever touch another product from them their customer service is non existant. Having thought they were the worse trailer company, however, purchased a Pegasus Beta 18 months ago (Wessex) and after four months the jockey door came off in my hand when out with 2 horses, then 12 months later the large tack locker door is dropping away from the trailer frame - yet again they have been absolutely dreadful. My letter to them was greeted with a solicitors letter stating absolutely no claim on them!! Basically, companies think they can make **** with no come back - time for some sort of ombudsman for horse transport manufacturers I think.
 
deep mill farm said:
we've a got a brand new Equitrek, but so far its seems to be falling apart infront of our eyes...
the living area has peeling laminate, making it look like my old horsebox. We leave it for a week and the battery needs a recharge (just like my old horsebox.. )
so far we've left messages but nothing.
anyone got any ideas on how to get them to even look at these problems?
Click to expand...

If its new the chassis should be under warrenty with the manufacture ie peugeot it might be a simple thing like a light is staying on or the battery is faulty maybe worth going down that route for your running problems , but the box part would be down to equitrek so as others say put it in writing dont let it go , good luck...
 
baggyb said:
Good luck with them - I had one and had nothing with problems and eventually the MD said I was misusing the trailer by travelling one horse on the offside?? Would never, ever touch another product from them their customer service is non existant. Having thought they were the worse trailer company, however, purchased a Pegasus Beta 18 months ago (Wessex) and after four months the jockey door came off in my hand when out with 2 horses, then 12 months later the large tack locker door is dropping away from the trailer frame - yet again they have been absolutely dreadful. My letter to them was greeted with a solicitors letter stating absolutely no claim on them!! Basically, companies think they can make **** with no come back - time for some sort of ombudsman for horse transport manufacturers I think.
Click to expand...
most of the better ones
or the ones that claim they are!!! have membership of VBRA maybe worth contacting them!!
All mecanical things have faults from time to time so they need to have a repair facilty or subcontractors to sort out problems, problems solved in a fuss free logical way = happy customer = more sales!!!!, why is that so hard for these people to grasp...
 
A lot of companies hope that they if they ignore you you will go away. In these cases go to the top. Get the MD's name. Compile a log of all your attempts to contact and rectify with dates. Speak to trading standards so you understand your rights and can include this information. Be polite but firm and state you expect a reply by x date or it will be referred to a, solicitor b, trading standards. Put this all into a letter and send it by recorded delivery.
 
On the other side of the coin, if people want a good quality trailer with even better customer service, then I can't recommend Bateson highly enough.

We replaced the floor in our 2003 Ascot for a plastic one a little while ago. Soon after, we noticed there was a slight hollow where one of the new panels was. After contacting Bateson, despite the fact that OH and I had done the replacement work, they immediately arranged to bring it in to be investigated and sorted.

They solved the problem (and actually put extra bearers under the floor just to make sure we felt confident in it), and then went on to give it a service, pressure wash it and replace a few bits and pieces, such as hinges and a tail light, that would have needed to have been replaced in the near future. None of this extra work was charged to me. That is how you treat customers. I believe it is still a family business.
 
Best way to deal with this bunch is to buy from someone else. Lots of bad feedback about them on here. Occasionally someone from there comes on and slags everyone off for complaining about them, excellent fun.
 
Several years ago a friend bought one of the first equitreks. it "fell apart" had an independant survey done and settled out of court.
 
You need to invoke The Consumer Protection from Unfair Trading Regulations 2008.

A little known and underused act that is now beginning to come to the surface and show it's teeth

It is your statutory rights and overides (a wee punlet) all the froth about the law of contract and warrenties.

http://www.legislation.gov.uk/uksi/2008/1277/made

Wave that at anybody and if they have any sence they will get their cheque book out faster than you can say, 'equitrek'
 
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Never deal with something like this without either the snail mail (recorded delivery only, all correspondanse being "open" and "copied" or all telephone calls recorded..... always ask for a name of whom you are speaking to, their position, tell them you are recording the time/date etc. etc...... it does concentrate the mind somewhat.
 
I'm surprised to read people have had such bad experiences with them! I bought an ex demo EquiTrek 8 years ago and had no problems what so ever until 2010 when the ramp spring was reversed into a wooden post. EquiTrek were very speedy and helpful sorting it out, and so far have had no other problems at all.

Hope you got it sorted!
 
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