Issues with my new French camping car: who should I contact?

Reader Question: I bought a motorhome, but there are several problems with it that I believe fall under the vehicle warranty. However the manufacturer has dismissed any communication from me. What should I do? 

New vehicles bought directly from a professional dealership benefit from many of the same rights and guarantees as other products on the market. 

This includes protection against vices cachés (hidden faults) which lasts for five years in total or for two years from discovering the fault – also included for some second-hand vehicle purchases – but most importantly in your case a warranty from the time of purchase. 

A basic manufacturer’s guarantee, known as the garantie de conformite, will be in place for two years from the time of purchase and covers key mechanical and electrical faults, not just with the vehicle but the appliances in the motorhome. 

It essentially means that the item purchased must work as advertised/expected.

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Check the warranty details

It should see the manufacturer provide a full repair or replacement of faulty equipment free of charge. However, it is always prudent to check the details of the warranty.

You may also have taken out an additional commercial warranty, often described as an ‘extension’. This is common in the case of buying with finance arranged by the seller, in which case it often lasts for the whole period of the finance deal. 

In a situation such as yours where a fault is discovered, you should contact the dealership first, as they will act as a middleman between you and the manufacturer. 

They can verify the issue is legitimate, usually through you sending a photo or bringing the vehicle into one of its workshops to be seen by a professional. 

The dealership can then manage the process, contacting the manufacturer and citing the vehicle’s warranty to get the issue resolved, either via a repair or a replacement part.

Going through your dealership is useful as depending on the exact problem the exact manufacturer you need to contact may differ, and they will have the necessary information (for example, the maker of the living areas and of the mechanical parts are often not the same).

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Courtesy vehicle

You will not have to pay anything – the vehicle is covered by the warranty – and the dealership should look to resolve the issue as quickly as possible for you. 

In addition, during the period where your main motorhome is being repaired, your dealership may make a gesture of goodwill such as offering you temporary use of another vehicle until yours is repaired. 

This is usually done on a case-by-case basis and is up to the dealership, and is not included as part of the warranty.

If you have any further issues, you can contact the mediator for issues surrounding vehicle purchases in France, known as Mobilians.