Stuart Smith

Technical Assistance & Logistics, Camplify

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GENERAL INFORMATION FOR OWNERS

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PLEASE REGISTER FIRST at the 'CAMPLIFY HELP REGISTER' at the below link

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ABOUT ME

Hi, my name is Stuart at Camplify and I am here to assist you with the Breakdown or Technical Issue, from a Camplify perspective, with your Motorhome/Campervan which is currently on hire. I am New Zealand based.

My experience which should benefit you with your issue is at the 'ABOUT' link below

Many testimonials of service given are at 'TESTIMONIALS' at the below link.

If you would like my further assistance after checking my experience above and then doing a two minute registration, then please continue you on reading for more information.

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ADVICE OF YOUR HIRER ISSUE

We have had notification today of an issue with your vehicle from NZRA (Roadside Assistance).

You may already be aware of it by notification from NZRA, the Service Workshop or the Hirer.

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PARTIES INVOLVED

For those not aware there are FIVE parties involved working towards a solution for your issue, namely:

1. NZRA (the Roadside Assistance who are the first contact for the Hirer)

2. Camplify....we stand ready to assist with communication, logistics etc. as a back up to NZRA.

3. The Hirer

4. You....The Owner

5. The Service Workshop

....all parties need to be co-ordinated..which is where I come in!

We cannot act until we have an official feedback/report/assessment from a Service Workshop/Roadside Mechanic.

Your details are supplied to the workshop by NZRA and they should be in contact promptly with you. If not, please let us know. A copy of the NZRA report is attached.

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GENERAL INFORMATION

I concentrate on the technical assistance and logistics within Camplify.

NZTA Roadside Assistance mainly deal with the initial call-out or issue resolution to the point the vehicle is fixed roadside or sent to/delivered to a workshop.

I have had many years experience with Motorhome Maintenance, Technical Assistance and Logistics and also look forward to helping you get a solution to the current issue, so your Hirer can get back on the road as promptly as possible if a breakdown/mechanical fault or otherwise to assist with the fix for their technical issue.

I also personally have many connections around NZ with whom I have personally visited, so this should hopefully help with getting a prompt solution in liaison with NZRA.

Where necessary and if you are a relatively novice RV Owner I can point you to our FAQ page where, after filling a simple form, you will be able to access our comprehensive RV information on most issues which can occur.

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GENERAL BEHAVIOUR

It is important to note that PATIENCE is the key to getting a realistic solution and I am more than happy to work through with you, as the Owner, to achieve a solution in a timely manner and I have the means, connections and experience to do so .

In the event of unacceptable behaviour of any kind e.g. bad attitude, arrogance, disrespect, swearing, not taking advice or thinking you know better etc. then I will respectfully, at my discretion, decline to offer or assist further and finish a call promptly plus cease any further future communication.

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PLEASE PROVIDE MORE INFO

If possible, it would be appreciated if you could just give an update of the current position here from your Owner perspective at CAMPLIFY HELP REGISTER below.

This will help us with co-ordinating a solution as promptly as possible.

All my contact details are at CAMPLIFY HELP below ...you can LIVE CHAT me or WHATSAPP by clicking the button on the bottom right of the page.

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BREAKDOWN & PREMIUM MEMBERSHIP

Please also note for information the Camplify Breakdown Policy and Premium Membership Policy at the following links below on the blue tabs:

CAMPLIFY BREAKDOWN POLICY

PREMIUM MEMBERSHIP TERMS

Please also note that if work is completed at a workshop that the account including any storage charges will need to be paid before the vehicle is released to your Hirer or a relocation driver (if that applies).

Further Owner Information:

Battery Replacement: If a breakdown is due to a fault with your RV starter or house battery and it cannot be recharged because it is unserviceable or fails a battery test, the battery will be replaced at owner’s cost and owner will also be responsible for the costs of calling out roadside assistance.

Garage Work and Parts: The cost of any garage work, parts, or specialist resources are not part of roadside assistance and are excluded.

Tyre Faults: The owner will be responsible for the costs of calling out roadside assistance for tyre faults if the vehicle is not carrying:

a serviceable spare tyre;
the tyre repair equipment provided by the vehicle’s manufacturer, or
a locking wheel nut key.

Second Recovery: Roadside assistance cover towing to our roadside assistance providers closest suitable repairer (subject to the KM limits). Camplify does not cover any second recovery.

Repeat Breakdowns: Any breakdown relating to a fault that roadside assistance has already attended is excluded if:

The original fault has not been properly repaired; or
You have not followed direction after a temporary repair.

How do benefits work for the owner?

Roadside benefits are for all RV’s on our platform (Premium Membership, Flexible and BYO)- Roadside for personal use is not currently an inclusion for owners.
If an owner exhausts their $3000 benefits before the reset date the listing must be removed from search as the listing does not have adequate roadside coverage in the event of a future mechanical breakdown.
If an owner breaks down while they have personal use of their RV, they DO NOT have access to 24hr Roadside Assist through Camplify and they cannot use these benefits to engage in tows. They will be required to make their own arrangements.
They may access up to $1000 of benefits as per the RV Repatriation Allowance when choosing to have the van towed back to repairer of their choice, or to collect the van once repaired.

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IMPORTANT:

If your vehicle is being left at a workshop at the end of a hire or due to the curtailment of a hire due to mechanical issues, please ensure you complete your post-hire within the *48 hour limited period* as per this link https://help.camplify.co.nz/en/nz-help-centre/booking-management#post-hire-checklist and ask the service workshop to take photos and send to you.

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REPATRIATION

In the event of a Repatriation claim for your vehicle, please upload a Mechanic Report at the CAMPLIFY PHOTOS link below and choose the link 'Mechanic Report' link to upload the Report to include Vehicle Reg. # and Booking ID #. We will then be in contact to discuss the respective logistics of getting your vehicle returned to you.

Please note the Repatriation Request has to be approved by management and is subject to previous vehicle issues and other possible factors. Repatriation must be for MAJOR MECHANICAL ISSUES and not simply a broken belt, alternator etc. which can be fixed in the locality in a timely fashion.

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OWNERS HELPING OWNERS (OHO)

Owners Helping Owners (OHO) is a Whatsapp Group solely intended for Owners to share tips or request assistance from other Owners when needed or maybe to assist with the supply of their alternative RV in times of breakdowns.

Just click the blue link below to sign up to the Whatsapp Group.

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FEEDBACK

If you have a couple of minutes when all is solved to let us know 'how we did' it would be appreciated if you could give feedback at the following link: CAMPLIFY FEEDBACK

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WHAT I CANNOT HELP WITH...

Refunds

Outstanding Payments of any type

Accident/Insurance Claims

These should be directed to the relevant email below quoting the Booking ID# and Vehicle Reg. #

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