CONTACT DETAILS

+64 (0)21 029 02335

(Personal work mobile phone for Hirers and Owners. This is used for direct incoming personal phone calls, 2 way SMS AND is our WHATSAPP number, for which we also include Service Contractors where deemed appropriate)

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+64 (0) 9 871 5481

Our Camplify Direct Work phone which comes direct to our mobile)

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0800 779 779 Option 4

(NZ Freephone number for initial requests for Roadside Assistance)

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ssmith@camplify.com.au

(Personal Camplify email address for sending photos etc.)

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support@camplify.co.nz

(for all other issues apart from technical assistance e.g. refund requests, insurance, post-hire questions)

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CHAT VIA THIS APP

Look for the Chat symbol at the bottom right of the screen and initiate a chat which comes direct to our mobile. If we are available we will respond immediately.

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WEBSITES

www.rvinfo.help

Rvonroad Business Card and 100+ pages of RV related IP info

www.rvhelp.me

Tell us about your issue here

www.camplify.help

Camplify Technical Assistance Business Card

www.onroadassist.com

Our Company Business Card

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INTRODUCTION*

Welcome to our Camplify Help App which is designed specifically to assist in the prompt solution of technical assistance/accident/RV issues while RVs are on the road via the Camplify Platform and to give some additional resources if required from our separate business (Rvonroad) which may be helpful.

We are sorry to hear you are having issues with your RV and we look forward to assisting you as required in association with NZRA Roadside Assistance.

It is important to note that we work in tandem with NZRA Roadside Assistance who are the first point of call in the event of a breakdown,accident, or assistance request with the aim being a prompt effective solution for you without confusion of there being too many involved in finding a solution for your problem.

NZRA are responsible for dealing with a case from inception through to getting you underway again or through to a workshop. So as not to confuse matters, we stay in the background and step in with assistance as required.

So to be clear. you have TWO entities working to get you as prompt and effective solution as possible, namely NZRA Roadside Assistance and Camplify/Technical Assistance from Camplify Help.

HOW BREAKDOWN & VEHICLE FAULTS ARE DEALT WITH AT CAMPLIFY

1. Breakdowns or mechanical vehicle faults for Camplify are initially dealt with by the Hirer contacting NZRA Roadside Assistance by calling 0800 779 779 and choosing the Roadside Assistance option, number 4.

RV faults with the rear of the vehicle should be directed either to NZRA, the Owner or via Camplify and we have considerable experience in this area too, as per our company business.

You may also have come here to this App via the Camplify phone system directing you to my personal number and referring you to this link.

2. NZRA Roadside Assistance will within half an hour send a report through to Camplify detailing the problem with a specific Hirer's vehicle and all the contact details.

3. Once this is received then only if deemed necessary, we will send a SMS or Whatsapp to the Hirer and Owner phone, just to make contact from a Camplify perspective and so you have a point of contact without having to wait on the Camplify phone system and speaking to multiple persons, which can confuse matters for you.

4. You will also need to personally update the Owner of the vehicle with the problem either via the Camplify messaging system or to their direct mobile phone.

5. Camplify in consultation with the Vehicle Owner will advise NZRA, in the case of a tow requirement, to where the vehicle has to be towed and how this is handled with regard to the Hirer and transporting of the occupants of the vehicle. Tow trucks can take anything from nobody through to multiple persons, with all situations being different. Sometimes they can even bring you a temporary courtesy car for use.

Please note that service workshops around NZ are generally very busy and they cannot always look at your vehicle problem immediately, but we and they do their best to get things assessed and back on the road, if possible, as quickly as possible.

6. Where it is required then NZRA Roadside Assistance are responsible for arranging accommodation and rental car, as per the section below.

7. Camplify Technical Assistance/Help remain in contact as required throughout the problem being resolved. There can be several 'moving parts' and sometimes some complexities in the process, so this is where patience is required.

HOW WE CAN ENGAGE WITH YOU VIA WHATSAPP IF YOU USE THIS MESSAGING SYSETM

The simplest for us personally, Hirers, Owners and Service Contractors for updating, if required, is to use the globally recognized Whatsapp phone/chat system to facilitate the breakdown issue or if not available then we will use SMS to NZ or Australian phone numbers. Hirers with International numbers without Whatsapp we will work via the Camplify phone system and email if necessary.

The reason Whatsapp is useful in this space is that it allows all stakeholders in resolving your problem to easily engage via this method and allows for phone, video chat, group initiation, screen sharing and live location sharing so you are kept fully informed by all parties during the resolution process.

This however can vary on a case by case basis, subject to having the app, wifi etc., so we often combine with using the Camplify phone system for contacting you.

When we are informed about your issue from NZRA, we may if necessary set up a dedicated Whatsapp group. We will invite the relevant parties to this group.

If we need to know your location, you simply follow these instructions:

1. In the Whatsapp Group or sent to our Whatsapp number, click on the attach (paper clip sign) on the Whatsapp messaging app. Then you will see an option for Location.

2. Click location and then you will see an option for 'Share Live Location'..click this.

3. This will then show three options for sharing your location, namely 15m, 1 hour or 8 hours. We recommend 8 hours and you can stop sharing this location at any time by pulling down for notifications at the top of your screen or in the chat feed and select 'stop sharing'.

4. In the comment box, place your full name, so we know whose location is being shared, so there is no confusion with the contractor sharing a location.

5. Finally click the arrow logo to send your location to the Group. This will allow us to see where you are during the resolution/repair process, so this can be relayed as needed to any stakeholders in the current job.

ACCOMMODATION, TEMPORARY RENTAL CARS, REPLACEMENT VEHICLES

Accommodation and Rental Car assistance is available as part of the NZRA policy by selecting the Roadside Assistance option on 0800 779 779.

NZRA arrange and provide up to 3 nights accommodation at up to $150 per night contribution plus temporary rental car assistance, also for up to 3 x days. These are all subject to availability and NZRA will likely need to call Camplify for approval.

If you are not getting prompt assistance from NZRA then you will need to contact us and we will assist with getting this sorted and may be able to offer other alternatives for accommodation and car rental as per the below links.

Please note that NZRA will sometimes be able to use a Purchase Order to book accommodation, whereas in many cases you will need to pay for the accommodation and they will send you a refund form for crediting the costs back to you.

Rental Cars may need to be paid for by you, as you are the one picking up the vehicle and car rental companies make the contract with you and not Camplify. In this case, just keep the receipt and this will be addressed between NZRA/Camplify and you send the receipts to the below email link or directly to support@camplify.co.nz

Replacement RVs may be possible subject to the time of year and availability. Camplify will do their best to supply an alternative Owner option where you cannot use your RV for an extended period of time. When this is not possible and there is no availability then the only option may be to refund your remaining days and you book elsewhere off the Camplify Platform. We can suggest options if this occurs.

There is an option in some cases to tow your vehicle to a campsite pending repair, especially where there is a shortage of accommodation.

Owners are responsible for paying service workshops for repairs BEFORE the vehicle is released. Please make sure you co-ordinate with the Owner so that a smooth pick up of your vehicle can occur when the repair has been completed.

WHO YOU ARE DEALING WITH FOR YOUR PROBLEM ONROAD AND WHY WE THINK YOU CAN BENEFIT FROM OUR ASSISTANCE

My personal many years experience since 2009 is with providing assistance in solving/co-ordinating breakdown scenarios in all areas of New Zealand via our company Rvonroad Ltd.

As a company, we have many of our own connections who we know personally and we offer the best option, in tandem with NZRA connections to allow you to progress as promptly as possible on your holiday/trip.

Also I spent many years previous to 2009 on motorhome maintenance, so am well experienced in this area.

Due to the extremely niche position of this service, I personally am the only person in NZ or possibly anywhere who has the many years joint RV maintenance and trouble-shooting experience and 100+ pages of IP covering all aspects of RV issues and helpful information moulded into a tried and tested successful long term business and this is a very unusual unique combination of experience from which you can benefit.

Currently I am employed by Camplify to assist Hirers using this wide range of experience and connections throughout NZ.

You will be able to see below on the Testimonial tab our vast experience in assisting RV clients via our company and latterly via Camplify and as above we have around 150 pages of IP which we use for Clients/Hirers to assist in a multitide of scenarios.

In these situations it is important that all are patient, remain calm and work together for the best solution in your circumstances. The solution may not always be what you desire, but it will be what is possible in the circumstances. Those who remain calm ALWAYS get the quicker solutions.

Remember that we are here to help you and we know exactly how things work in this space!

Arrogant, aggressive from Hirers (or other parties) or those with bad attitude and any use of profanities will be respectfully advised that we are unable to assist and communication would be ceased on our part. You would then need to go back via the 0800 779 779 number, it will likely take a lot longer and maybe without the experienced assistance.

Where we are employed by an RV company then we use our copywritten IP resources purely as an assistance/aid in resolving a problem and all further communication following the initial solution for the breakdown must be with the RV company.

WORKING HOURS FOR CAMPLIFY RV HELP

My general hours for Camplify Clients are 8.30am - 5pm. Monday to Thursday and on-call on Sunday, however during the season we make ourselves 'on-call only' for Friday through to Sunday in case of urgent cases.

The communication options on this Business Card will only be open during our regular days and times and as soon as we know about the problem we will share this Business Card with you. A Team member of Camplify will assist when we are not available.

On Friday through to Sunday during the busy season, I divert my phones to an alternative number which gives options for informing me about your RV problem and the urgency will be guaged once information is known.

On occasions, subject to a Hirer situation and with the right attitude, we may assist outside of these hours, however this will be on a case by case basis and at our discretion.

Note we only deal with the technical assistance and co-ordination of your breakdown/accident or RV issue.

All enquiries about refunds, insurance and post-hire questions must be emailed at the below 'Email Camplify Support' link or to support@camplify.co.nz

If our personal service is required for Camplify Clients outside of these hours then there may be an additional charge from our own Roadside Assistance Company.

COMMUNICATION OPTIONS:

Why do we use our own communication options to fast track RV problems?

With multiple stakeholders e.g. NZRA, Service Contractor, Relocation Drivers etc. from experience it creates a more prompt solution than calling in and talking to multiple people and waiting on a phone system for answers and then often all getting confused as to what is going on with the issue.

This method generally creates a smoother result from our long-time experience.

Options now available:

1. SMS for quick messaging to NZ and Australian SMS enabled cellphones.

2.WhatsApp is the global recognized App and is very useful for international numbers and to add other stakeholders in your problem e.g. Owner, Relocation Driver, Service Workshop etc.

Where considered advantageous we will set up a WhatsApp group so all parties are kept fully informed.

3. Email goes to our email directly.

4. Office phone comes direct to our mobile

5. Our '021' Mobile number is dedicated to RV Support. We only use this for NZ or Australian based SIM cards. International numbers the communication option will be WhatsApp or we call you via our Camplify phone system.

6. Live Chat and chat with us directly via this App. Just click the symbol on the bottom right of the screen, fill in your details and you can be chatting with me, subject to workload/availability.

PAYMENT OF MISCELLANEOUS RV REPAIR ITEMS ONROAD

While travelling around NZ, you may experience some miscellaneous items which need to be addressed with your RV rental such as windscreen chips, batteries, tyres etc.

With the Happy Camper insurance option the windscreen and tyres are covered. Risk Taker these will not be refundable.

On Risk Taker cover, you will also need to pay for jump starts and call-outs if these are not proved to be mechanical faults of the vehicle.

Should you get an issue and payment is needed by the contractor then there could be THREE options:

1. You can pay and keep the receipt and present to the Owner or via Camplify at the end of your hire and if refundable this will be actioned.

2. You can request the Owner to make payment directly to the Contractor if it is a van fault.

3. NZRA may be able to make the payment and then invoice to Camplify (this to be discussed at the time of the issue).

OWNERS

We work with Owners to enable them to get their vehicles back on the road as quickly as possible which of course assists all.

We need your engagement once a problem occurs so we can talk through the options and choose the best course of action and give authority to proceed to a service contractor. We also recommend that you talk directly with the contractor as they will need your details and authority too to continue.

When a job has been completed then you will need to settle the contractor invoice directly to ensure the prompt return of the vehicle to the Hirer to allow them to continue their trip.

*Note this information is subject to change without prior notice