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Not Tui Campers

Sydney, Australia
Level Contributor
6 posts
14 reviews
14 helpful votes
Not Tui Campers
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We just got back from a holiday in New Zealand, which unfortunately started with extremely rude customer service from the manager of Tui Campers - Auckland office.

Hoping that Tui would accept feedback to improve their service, we emailed our complaint to their head office - twice. Tui Camper management has chosen to simply ignore our email and send no reply. We can only assume that the lack of professionalism and poor customer service is the norm throughout their business.

If you were deciding on which company to hire a camper from, then we would strongly recommend avoiding Tui Campers.

Wellington, New...
Destination Expert
for Wellington, Bay of Islands
Level Contributor
10,415 posts
210 reviews
188 helpful votes
1. Re: Not Tui Campers
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Okay so you were you offside with a staff member - not great public relations on the company's behalf, but what else was wrong with the hire or are we being a little precious. If the vehicle and the service were okay I can get over a little umpleasantness.

Sydney, Australia
Level Contributor
6 posts
14 reviews
14 helpful votes
2. Re: Not Tui Campers
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The 6 berth van had both brake and stearing problems. Extremely dangerous on some of the windy steep roads that we travelled. I reported it to the mechanic, who did not seem at all interested. If we had our time over again, we would have definitely paid a few more dollars and hired from a company such as Britz.

Edited: 11 years ago
Christchurch, New...
5 posts
3. Re: Not Tui Campers
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Hello OBoy89

We are sorry to hear about your experience with our staff in Auckland, I have not seen any email recently from yourself but am not sure who you are as yet.

Can you please send this to info@tuicampers.co.nz so we can look further into this.

We have not been aware of any 6 berth vehicle having brake and stearing problems over the last few weeks. Assuming you reported this to us during your hire and was checked over by a mechanic immediately for your safety?

Once we have all this information we can then correctly reply to any issues on your post.

Kind Regards

Tui Campers

Sydney, Australia
Level Contributor
6 posts
14 reviews
14 helpful votes
4. Re: Not Tui Campers
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Hello, Tui Campers. It's unfortunate that you ignored our emails but responded within 24 hours to a posting on Trip Advisor. I will resend the email to your customer service department.

Wellington, New...
Destination Expert
for Wellington, Bay of Islands
Level Contributor
10,415 posts
210 reviews
188 helpful votes
5. Re: Not Tui Campers
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Lets have further feedback please how this unfolds

Sydney, Australia
Level Contributor
6 posts
14 reviews
14 helpful votes
6. Re: Not Tui Campers
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Will do. I just resent my original email to their head office for the third time. i will let you all know what/if anything happens from here. Not holding my breath.

New Zealand
Destination Expert
for South Island
Level Contributor
1,733 posts
7. Re: Not Tui Campers
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Oboy

Why don't you email your original email to the address that Tui are asking you to send it to?

Christchurch, New...
5 posts
8. Re: Not Tui Campers
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Dear Scott

Thank you we have now received your email.

We do apologies for you waiting for 20 mins while your vehicle was being prepared for you. The reasons that the hire items were not ready for you was because you had sought a quotation but never included these items when you booked and therefore was not prepared at the time of your arrival. If these were pre booked they would have been available on your arrival.

We are at a loss as to what your safety concerns are. There is no record in the system that you reported any mechanical or safety concerns during your hire and our Auckland manager who also checked your vehicle in reports that you did not mention any concerns to him and nor to our mechanic.

The vehicle had been out on 3 hires prior to your own since the last Certificate of Fitness. The previous hirers had not expressed any concerns since the last safety inspection. No staff or subsequent hires have reported any brakes or steering faults with your hire vehicle so we are at a loss to understand what these safety concerns are. We can only assume that your concerns are due to excessive speed on our windy roads.

We do apologies for not responding to your email earlier.

Kind Regards

Tui Campers

Sydney, Australia
Level Contributor
6 posts
14 reviews
14 helpful votes
9. Re: Not Tui Campers
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So lets all look at the reply from Tui Campers.

The vehicle problems were due to my diving at "excessive speeds" ?? As a professional Road Train driver of vehicles up to 53m and 140t, I can happily state that I am one of the most experienced and safest drivers on the road. This seems like a very poor attempt for Tui to point the finger at the customer. Such a comment is both unprofessional and is also quite a personal insult directed towards the customer.

The wait, much longer than 20mins, was due to my error in booking?? As stated in my email to Tui, the vehicle was not clean, the fuel tank was not full, the inside table needed to be repaired, the hose fittings were missing and the water tank was almost empty. Our first stop on our holiday was to a service station to clean the dirty front windscreen. I waited in the office, with my 10 month old baby, as all of this was eventually fixed, and one of the staff took the vehicle to fill the fuel tank.

If I was working for Tui Campers, I certainly would not advertise that serious safety issues, such as steering and brake problems, had not been rectified before the vehicle was hired out to another customer. I did tell the mechanic at the Auckland depot, about both problems, in person, on the day we dropped the vehicle off.

My reason for posting these messages is simply to inform other travellers of our experiences, just as we have benefitted from reading posts from other travellers.

I am not going to keep up anymore pointless communication with Tui Campers, as their last post clearly shows that they are not a professional, safe nor customer service focused company.

Edited: 11 years ago
Nelson, New Zealand
Destination Expert
for South Island
Level Contributor
33,897 posts
93 reviews
104 helpful votes
10. Re: Not Tui Campers
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OBoy

I am sorry to read of your troubles with the campervan you rented - I hope this didn't ruin your holiday here in NZ and you will be back before long to explore some more :)

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