In response to recent Government announcements relating to the prevention of the spread of Coronavirus (COVID-19) we have taken the decision to suspend all our business activities with immediate effect.
Regrettable as this action may be, the health and wellbeing of our team and our customers remains our main priority and we are therefore keen that they are able to follow Government advice to stay at home in order to protect the NHS and save lives. We continue to follow the Governments advice stringently and will reopen as soon as we are authorised to. We appreciate you may have concerns regarding your caravan or motorhome, please see the below to cover as many questions that you may have.
Sales Collections:
If you have a motorhome or caravan on order that was due to be collected whilst under closure unfortunately, delivery will be delayed. Our team contacted all customers yesterday who had an agreed collection date and will be in contact with all customers over the coming days. If you do have any queries you would like answering please do send an enquiry and we will answer these remotely.
Sales Enquiries:
Our website remains open and in this quiet period we welcome all sales enquiries! Please do not hesitate to send an enquiry form through and we will respond to this as quickly as possible.
Aftersales:
If you have a serviced booked in whilst on shut down:
Our service team contacted as many booking customers as possible on the 23/03/20, we will be re-contacting all service customers who had a booking upon our return to prioritise the bookings back into our workshop. If you have not received a text message do not worry, we will be working through all missed bookings on our return.
If you have a booking after the 3 week shut down:
Currently the shutdown states 3 weeks but we are fully aware this could be extended. We have contacted all bookings until the end of April to communicate that as it stands these bookings remain however, should the closure extend we will contact you upon our return to make new arrangements.
What happens to my warranty whilst I am closed?
As this is a difficult time manufacturers are altering their guidelines to help customers maintain their warranty stipulations. We recommend you pay close attention to their websites for update. Please see below the current manufacturers information:
Auto-Trail –All notifications of delays should be provided to our Aftersales team via [email protected]
Coachman– providing their caravan is serviced within 90 days of the Government restrictions being lifted.
We are awaiting further confirmation from the following:
Rapido
Auto-Sleepers
**As manufacturers update their communications, we will update these links, please keep a close eye to this page.
Used Motorhome and Caravan Warranty:
With all pre-owned caravans and motorhomes sold by Spinney we offer a comprehensive warranty administrated by MB&G. In the absence of the Spinney team all claims will need to be directed to MB&G. Warranty expiry dates will remain the same and not affected by the closure however any faults that may occur need to be claimed before the warranty expiry date. The completion for the work can be done at a later date. Please contact Spinney service department when we reopen to discuss any claims you have had authorised.
Please click here to Make a Claim
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Our priority remains the health & safety of our staff and customers
In order to ensure business continuity and limit the spread of the coronavirus we have decided to implement some stringent changes to the way we interact with customers and colleagues
More information can be found on:
GOV.UK: coronavirus action plan
GOV.UK: information on coronavirus and the situation in the UK
NHS England: coronavirus for health professionals
Sales
1. Creation of one Sales Office per site
1.1. One office will be designated a “Deal Office” where customers will be allowed to discuss the purchase of a stock item including finance options and collections
1.2. Please ensure a 2-metre gap is observed at all times
1.3. This office will be fully disinfected / cleaned after each appointment
1.4. All stock to be opened for the customers. This will allow customers to inspect the items on sale whilst observing social distancing and reducing direct contact with keys etc
1.5. It is important that keys not to be handled by customers in any circumstances. If keys are touched by a customer then each set of keys will be disinfected
1.6. All customers are asked to refrain from touching areas within motorhomes and caravans; gloves will also be available for customers should they wish.
2. Handovers
2.1. All customers will be contacted by telephone the day before the scheduled handover to outline our changes in procedures
2.2. If customers would like a full handover, they will be offered tutorial videos or a postponement
2.3. Alternatively, a customer will be given the option to collect without a handover and return later for a full working demonstration.
2.4. We encourage the use of bank transfer so that the interaction is reduced
3. In some areas we will be operating with skeleton staff to reduce interaction and encourage social distancing; please bear with us as customer response time may be increased.
4. To limit the spread of the virus we have ensured all doors will be pinned open.
Service & Parts
1. All customers will be telephoned the day before their scheduled appointment to confirm their booking and to confirm scheduled jobs
1.1. At this point we will confirm with the customer that they are not showing symptoms of COVID-19 and /or have not been in contacts with anyone showing symptoms or have recently returned from a restricted area
1.2. We will also outline our current process in this phone call
2. Job cards will be emailed to the customer following the telephone call to eliminate the need for signed job cards on the day of drop-off
3. Drop off and collection procedures
3.1. A clear and obvious tape line to be placed at the front desk to ensure social distancing- please respect this upon arrival
3.2. A “drop-off box” has been implemented for keys to be left. All keys are disinfected and handled with gloves at all times
4. Gloves are worn by ALL technicians at ALL time
Shop
1. The shops are the highest touch points for our customers. Whilst we remain open, we wish to stop all customers from entering our shops to eliminate customers touching/ picking up various parts
2. The accessory shops at each branch will become a “desk service point” only with customers requesting parts at the desk thereby eliminate customers touching parts and respecting social distancing
We appreciate your co-operation at this tough time, we will continue to monitor the forever progressing situation and change our strategies and procedures accordingly.
This information was published 23/03/2020
Written by Charlie Holland
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