Questions to help you with your Warranty queries.
Q. Does my caravan or motorhome have a warranty?
A. From 2013 Season all Elddis, Compass, Xplore and Buccaneer vehicles – including Touring Caravans and Motorhomes are manufactured using our unique and revolutionary SoLiD Construction method. This superior construction method is supported by a class leading warranty cover. From 2013 Season our warranty arrangements are as follows:
10 Year Water Ingress and Body Integrity cover and a 3 year Manufacturer’s cover (please refer to the warranty section of the handbook for full terms and conditions - this can be found on our web site).
For earlier models please refer to the owners handbook also found on the web site.
Q. Can I extend the warranty of my caravan or motorhome?
A. No. Elddis, Compass, Xplore and Buccaneer warranty cannot be extended, but some retailers offer comprehensive packages and these are sold as an insurance backed policy. Please consult your Elddis, Compass, Xplore or Buccaneer retailer.
Q. Is the warranty transferable to subsequent owners?
A. The unexpired term of the warranty may be transferable (please refer to the warranty section of the handbook for full terms and conditions - this can be found on our website). For 2013 Model years a maximum of 6 Years body integrity and 3 Years Manufacturer's warranty may be transferable from the first registration of the new vehicle, a small fee is chargeable and is quoted in the owner’s handbook. Cheques should be made payable to "Erwin Hymer Group UK Ltd" and sent with evidence of ownership and full service history to The Warranty Department, Explorer House, Delves Lane, Consett, Co. Durham DH8 7PE.
Q. Does my caravan or motorhome need to be serviced every year?
A. In order to protect your investment and to comply with the warranty conditions, you must have your caravan or motorhome serviced annually by an Elddis, Compass, Xplore or Buccaneer Approved Workshop or Retailer. We strongly recommend that you continue to have your caravan professionally serviced, even after the warranty has expired.
Q: Can I take my caravan or motorhome for an annual service at a retailer or service centre, other than where I purchased it?
A: Customers can take their touring caravan or motorhome to any approved Elddis, Compass, Xplore or Buccaneer Retailer or Service Centre, providing that the Retailer or Service Centre agrees to do this work.
Q. Who can service my caravan or motorhome?
A. We would always recommend that an Elddis, Compass, Xplore or Buccaneer Approved Retailer or Service Centre undertakes the annual service. However, we will accept services completed by an NCC-approved company, but not warranty work.
Q. Who can carry out warranty work on my caravan or motorhome?
A. Your supplying Retailer is obliged to undertake your warranty work providing they are currently Elddis, Compass, Xplore or Buccaneer Approved. However, any Elddis, Compass, Xplore and Buccaneer Approved Retailer or Service Centre can undertake the work, but this is at their discretion.
Q. I am having trouble booking in my vehicle for its service, in line with the requirements. What timescale is acceptable?
A. Please refer to the servicing section of your handbook. This is available on the website.
Q. I have a problem with my caravan or motorhome, who can help me?
A. We would always recommend that you contact your supplying Retailer in order that an inspection be carried out, and the necessary course of action agreed.
If this is not convenient you may alternatively contact your local Elddis, Compass, Xplore or Buccaneer retailer or Elddis, Compass, Xplore or Buccaneer Approved Service Centre, and ask them to undertake the inspection and recommend a course of action.
Q. I am unhappy with the service I have received from my Retailer, where do I go from here?
A. We would recommend that you write to your Retailer, detailing your problems and requirements, requesting a response explaining how they will resolve your complaint.
A copy of your letter can also be forwarded to our Customer Relations Manager, quoting the serial number of your caravan.
Please be assured that we will assist you and your retailer in resolving any problems.