Quick query on Hayling trailers

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TeamLBN

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Has anyone else had difficulties with Hayling Trailers and their customer services if they have problems with a new trailer?

I’m about to have to go through Trading Standards just to get Rob Colliver to speak to me (something I’m not keen to do) having faced a wall of silence since we suggested an alternative way to address the issue with our spanking new trailer.

The problem? It doesn’t fit and needs the uprights to be lowered by at least 200mm to fit our First 235 which is as simple as removing the inner legs lopping off 200mm and putting them back in but I can’t do this without invalidating the warranty and Mr Colliver seems to have taken a severe huff since my colleague (a marine engineer) suggested that his solution of installing a raising plate for the keel was not the most practical or convenient given I am in Edinburgh and he is in Hayling.

Since April, despite many phone calls, emails and recorded letters to Hayling, I have had absolutely no communication from Rob to even disagree with my proposition and I’m really baffled as to why?

So - has anyone else had similar difficulties and did you find a way to get Rob to engage with you to sort out the problem?

In the meantime I really can’t advise anyone to buy from Hayling on the basis that after sales support is non-existent

Any suggestion or similar experiences would be much appreciated – if I do have to result to Trading Standards then a body of evidence is useful.

Ta
 
If I read it right you are saying that you will cut the legs, but you just want him to agree that the warranty will still be valid?

If that is what you are saying then it's the easiest solution all round and I can only assume that he has misunderstood what you are asking. It seems ludicrous to not go along with your suggestion.

I can only suggest you try writing once more and reword your letter (using words of no more than two syllables!)

The alternative is to reject the whole trailer as not being suitable for purpose, but it seems crazy to have to go that far.

The suggestion that you raise the boat, and therefore the C.of G. is ridiculous.
 
We had a custom trolley made up for a rib. The frame was made up to drawings then we took the rib round to them to get the support in the right place - we had it back to approve before galvanising and found the box section they used to be too light and the trolley flexed far to much - a quick support strut along the length of the section sorted that and we have a good trolley.
The difference is that we are just down the road so can go and see them face to face - a much more personal approach!
 
I have written formally to advise Rob of my intentions in the hope it might prod him into action - needless to say with no reply. The problem with rejecting the trailer is I end up with no trailer for months and a big dod of delivery costs out of pocket when all I need from him is permission to cut the uprights.

I just don't get this wall of silence?

In the end I may just cut the legs and be done with it as I can't imagine needing the warranty in the next year, but it's a pretty poor show from Hayling and would leave me feeling very sour.
 
DON'T PUT YOUR FAITH IN TRADING STANDARDS - the local (Fareham) office is useles and businesses round here know it. You need another arrow to your bow - I always consult Which? Legal Service before threatening legal action. (I assume maintaining amicable relations with the firm is no longer a priority!).
PM me for more local knowledge, I'm also just down the road.
 
you don't have to use the local TS to the company - you can use the one in your area ... so - how are the scottish TS ??
 
I'm not sure. I was anticipating having to go through a local branch of TS but I'll look into the options north of the border - I might manage to get a wild tartan TS officer to lift his kilt at Hayling and scare them into making contact.

As a side note I didn't find Consumer Direct to be very helpful mostly beacuse the poor bloke on the other end just couldn't visualise a boat trailer.
 
Just digging out more information here:

Was the trailer built to a custom drawing? - yours (or your ME colleague) or obtained from a third party?
If so - does the trailer match the drawing? If it does then you're after modification (TS probably not interested), if not then you are after correction (may get TS intereseted, but tricky).

If it was a "standard build" then does it meet with HT's specification - again, if it does, then you're after modification, if not then you have a trailer that could be (or is!) outside normal build tollerances and not what you paid for.

Assuming you have a trailer that is not built to specification (either yours or HTs) then it is fair to say you have not received what you paid for and the trailer is not fit for design purpose - TS may be interested.

Incidentally - how did you pay for the trailer - as if you paid on credit card then it may be worth giving them a call - cos they could just reclaim the money from HT ... you'll be amazed at how quickly you'll get a response then!
 
This is where the nub of the issue arose although I feel we are past this as we were talking options for a solution when Hayling clammed up.

The trailer is a standard frame produced by Hayling with uprights positioned according to a form which we were requested to complete. The difficulty comes about in one's interpretation of what is " from the bottom of the keel to just below the waterline" which is the description supplied on the form for one of the measurements which just so happens to be the one where the size of the trailer is wrong.

Having completed the form and noted on it our concern over our ability to measure correctly / accurately we were advised that every trailer has loads of adjustment so it wouldn't be a problem. In the end the adjustment doesn't go low enough to allow the keel to reach the base of the trailer frame and at the moment we have a 200mm railway sleeper filling the gap.

As I've said I reckon we're past this and the issue now is a total lack of communication from Hayling about how we fix the problem.
 
I guess it is a galvanised trailer and the bits you want to cut are galvanised too ... so if you (or anyone) cut it, it will need treatment by some galvanising paint or re-galvanising...

IMO You were led to believe that there was sufficient adjustment for your measurements not to be critical, yet your 200mm out - not exactly the end of the world, and you have already identified a method of resolving it.

Perhaps a recorded delivery letter to HT stating that you will make the alteration yourself and consider it not to void the warranty (cos they would've done the same), unless you hear from them to the contary .... ??
Well - you wouldn't've bought it if you thought you'd need the warranty - and the warranty bits that are likely to go are the moving bits - ie the wheels/hubs/bearings .... !!
 
[ QUOTE ]

Perhaps a recorded delivery letter to HT stating that you will make the alteration yourself and consider it not to void the warranty (cos they would've done the same), unless you hear from them to the contary .... ??


[/ QUOTE ]

Now that is a brilliant idea - I'll get on it.
 
Recorded Delivery needs a signature. They might just be away or pretend to be when they see your name and/or postmark.
Why not ask a local forumite to deliver?
 
It is the company ... doesn't matter WHO signs for it in the company - it is the company that hold the liability - not the individual ...

you don't work for them do you?
 
Having said that - I can't find a reference to HT being a limited company cos the Co House webcheck isn't available ...bum!
 
"Dear Sir

03.07.06

Thank you for your email.

Consumer advice and information in Hampshire is now provided by Consumer Direct South East. Consumer Direct is a telephone and online consumer advice service which is supported by local authorities in the South East, and by the Department of Trade and Industry.

To contact Consumer Direct, please call on 08454 04 05 06 (minicom users should call 08454 28 13 84). To email Consumer Direct, please visit www.consumerdirect.gov.uk/contact_us.shtml

Please note your message has not been forwarded.

Yours sincerely

Trading Standards Service "

<span style="color:red"> </span> Been there got the Tshirt and they're PANTS /forums/images/graemlins/mad.gif
 
[ QUOTE ]
Been there got the Tshirt and they're PANTS /forums/images/graemlins/mad.gif

[/ QUOTE ]

OK got to eat my hat on this one /forums/images/graemlins/blush.gif
Got a reply from Cons Direct South East on the same day - not exactly as helpful as I had hoped but not bad and impressive response time.

They reckon the situation is fairly clear and I should expect the trailer to be rectified however they didn't say what I should do next /forums/images/graemlins/confused.gif

Also implied that the Credit Card Company should be involved.

Watch this space !
 
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