Specifications

62
Code of Practice - Water Ingress
CODE OF PRACTICE -
WATER INGRESS
At Explorer we want our customers to be
sure that, in buying one of our
motorhomes, you are buying the very
best. We would like you to continue to
believe this for a long time after you have
made your purchase.
We are confident that our new
motorhomes, built with innovative
manufacturing techniques and tested
materials, make water ingress concerns
unnecessary.
We are so confident of our new
motorhomes that we follow a 'Code of
Practice' which gives certain guarantees
to our customers, both consumers and
retailers, of financial reimbursement for
remedial work costs should problems
occur.
THE CODE
The code applies to all new Explorer
Group products manufactured after 1st
September 1998.
All customers with documentary proof of
annual services by an approved Explorer
Group retailer or Service Centre, will be
paid in full for the costs of remedial work
due to water ingress. This is valid for up to
5 years from the original date of purchase
of a new product.
Customers without a full service history
may receive up to 100% of the costs of
remedial work for water ingress damage
in year 2 of ownership, up to 75% in year
3, up to 50% in year 4 and up to 25% in
year 5. Each case will be examined on its
own merit. Explorer will decide the
amount of contribution towards the
remedial work costs.
Customers exchanging their current
Explorer Group model for a new Explorer
Group model will not have the value of
their part exchange reduced due to
potential water ingress issues, providing
that there is documentary evidence that
the motorhome has been annually
serviced and that it is less than 5 years
old.
CONDITIONS ATTACHED TO THE CODE
• Work may only be undertaken after
approval by Explorer (depending upon
individual circumstances).
• Explorer will pay the costs of remedial
work, only after approved work has
been carried out.
• The Code is not retrospective.
Motorhomes traded-in prior to
implementation of the Code are not
covered.
• In the case of dispute, The Caravan
Club will agree with Explorer, the
appointment of an independent
arbitrator. Explorer Group will pay for
the costs of arbitration subject to the
consumer paying a £100 deposit.
• If the arbitrator finds in favour of the
customer, then the deposit will be
returned. If the arbitrator finds in favour
of Explorer, the customer will lose their
deposit.
• Where the arbitrator awards a sum of
money less than an offer made by
Explorer Group, which has already
been rejected by the customer, then
their deposit is forfeited.
• The arbitrator's decision is final and
both parties must agree to abide by the
decision.