Verified Company
He solicitado el importe 162,90 € de la reparación del grifo en garantía y después de casi un mes nadie se hace responsable. Necesito una respuesta urgente.
Actualización:
Tras publicar esta reseña, VanEssa se puso en contacto conmigo y revisó la incidencia.
El problema se debía a un defecto interno del grifo integrado en el kit camper. Yo había realizado previamente una reparación externa de 162,90 € porque me quedé sin suministro de agua y necesitaba resolver la incidencia con rapidez.
La principal discrepancia entre ambas partes fue que la empresa considera que debería haber contactado con ellos antes de realizar la reparación para que pudieran intervenir directamente. Por mi parte, sigo considerando que la información sobre el procedimiento de postventa ante una avería urgente podría haber sido más clara.
Finalmente, la empresa reconoció el defecto del componente y realizó una compensación económica parcial de 50€ que ya ha sido abonada.
Aunque no coincidimos en todos los aspectos de la gestión de la incidencia, agradezco que finalmente se atendiera la reclamación y se alcanzara una solución amistosa.
PD, sin agua significa que puede ser la bomba o el grifo o yo qué sé porque no soy experta en la materia.
Reply from VanEssa mobilcamping
2026.06.01
Hi Ascension, thank you for your feedback. We are sorry that there was an issue with the tap in your kitchen and that you felt you did not receive a response quickly enough.
Unfortunately, we did not receive your first email, which is why we were unable to react at that time. As soon as we received your later message, we reviewed the case and contacted you directly by email.
For warranty cases, it is important that customers contact us before having repairs carried out by a third-party workshop, so that we have the opportunity to check the issue and arrange the appropriate solution ourselves. Nevertheless, we have found a goodwill solution and issued a credit note for the tap and the work involved, based on the costs that would have applied if the repair had been carried out through us.
We are glad that we were able to clarify the matter with you by email.
Kind regards, the VanEssa Team
Unfortunately, we did not receive your first email, which is why we were unable to react at that time. As soon as we received your later message, we reviewed the case and contacted you directly by email.
For warranty cases, it is important that customers contact us before having repairs carried out by a third-party workshop, so that we have the opportunity to check the issue and arrange the appropriate solution ourselves. Nevertheless, we have found a goodwill solution and issued a credit note for the tap and the work involved, based on the costs that would have applied if the repair had been carried out through us.
We are glad that we were able to clarify the matter with you by email.
Kind regards, the VanEssa Team
