OPINION: A caravanner's open letter to Alde

Whether concerns with caravans for sale or problems with a purchase from your local supermarket, big or small, customer service goes a long way when companies get it right.

So when David McGrath got in touch to tell us how impressed he was with the service from heating gurus, Alde, we couldn't help but smile.

"I am contacting you to let you know about our experience with Alde UK and Leigh Marsden, the MD," David told Caravan magazine.

He continued: "My son, Scott, owns a Bailey caravan and, having already paid out some £500 but still having no heating, decided to contact Leigh at Alde.

"Leigh immediately suggested we bring the caravan to his premises in Northamptonshire and this was arranged. At 8am that morning we arrived and we were met by other members of friendly staff who led us to their rest area for a coffee.
 

"Shortly after this Leigh came and spoke with us, explaining that he personally would be examining the caravan before leading us to the staff cinema room to watch a movie while we waited.

"Around 90 minutes later, Leigh came back to us with the results of his examination, showing us a photograph of the cable leading to the heater being trapped under part of the caravan body which, as he described it, is a problem waiting to happen. This had caused the electrics to the heater to short that, in turn, damaged various intricate parts of the electrics on the heating system.

"Leigh then fitted a completely new wiring loom, motherboard, pump and display unit, then serviced the heating system, replacing the heating fluid. The only charge being for the fluid, which his company have to purchase themselves.

"We were then taken into the immaculate works area where Leigh and his assistant showed Scott his heating up and running and explained everything that had been done. We were then given a guided tour of the premises before his staff helped to hitch up the van and we left.

-- Don't get caught caravanning in the cold --

"Obviously my son is so pleased he now has a caravan with heating. I wish to add that we were so impressed with Leigh’s company from the minute we arrived, as all of the staff have the same friendly, polite attitude and there is no doubt this has been nurtured by Leigh.

"There are what I describe as company statements on the wall, describing the company ethos and what is important. I was informed the all the staff came up with these.

"Talk with Leigh and he is so compassionate about his company and products. As he said: 'No customer should have to suffer cold nights in their caravans fitted with Alde Heating systems.'

"His sole concern was that Scott was leaving him totally happy and confident with their product. I would appreciate you letting your readers know we have a great company out there.

"I personally was so impressed with the Company that they reminded me of the “If Carlsberg did” advert, only in this case it would be: If only Alde did…”

Or simply tell us what you think!