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GIC Black Series Sergeant
Poor quality and woeful customer service
Within the first few trips we have had the taps don’t work, the brakes didn’t work (brake linings fell if shoes), the kitchen lock fell out, paint chipping off, zip problems. It goes on.
I wouldn’t mind if they were prompt and responsive about helping us to fix and resolve their problems but I could not get hold of anyone who knew even how to answer anything but sales. Just woeful. Their answer in the end: go to a independent services and pay to get it fixed yourself. Until Blackseries sort out their quality and post sales service - avoid like the plague.
Also, their “sales” are surely in contravention of consumer law. It’s always the same price.
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MicheleZDural
- Verified purchase
What a Lemming!
This was our dream purchase, to do a lap of Australia, biggest nightmare ever. Purchased Oct 2015, received December 2015. First trip away broken poles, both taps faulty and pull out kitchen door would not close, also had tent collapse cause of medium rain, lots of bent poles. Took 4 months to get poles replaced, no stock apparently and other things not fixed. Dec 2016 contacted them a second time to get taps fixed and also about unrealistic wear and tear on cover, with no follow up or reply. Now we went away again and this time our camper...Read more
trailer cover ripped while we were driving. Contacted them again without answer to 4 emails and multiple calls not answered. Finally to be told out of warranty can do nothing you'll have to pay for replacement parts. I said I originally contacted you in Dec 16 where it was still in warranty, no they said. Be careful their warranty starts date of purchase so if you receive your trailer 4 months after purchase you are not getting a full one year warranty. Do yourself a favor choose a better quality product, the product does not deliver what it claims.
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Awesome product for the price and amazing customer service
Product:
We picked up our brand new Sergeant last week and as soon as we got it home we took to the task of setting the whole thing up for water proofing. As we followed the steps (both on the instruction manual and via the Youtube videos) fairly methodically it probably took my wife and I about an hour and a half to finish it however once it was up we were simply amazed at how much room there is.
After seasoning it we pulled it down and set off on our first trip up the Murray at Ulupna and couldn't have been happier. On the second attempt at...Read more
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Great customer service
Like most people after purchasing my seargent back in December 2016 I had all the intentions of using it at least once a month, however, like most life definitely got in the way. After being requested by work to go overseas it was 6 months before I was even able to set trailer up and take it for a spin.
By this stage I had completely forgot everything I was told upon picking my new toy up. So I contacted Diamond from the Brisbane office and arranged a time to come in.
Diamond was absolutely brilliant!!! Not only did he provide a whole he...Read more
ap of tips and tricks, he spent the time to answer all of my 1000 questions. Before purchasing the trailer I spent most days researching/comparing/reviewing trailers and was a little concern about some of the negative reviews surrounding GIC Customer Service but I can tell you now after receiving the level of customer care last Saturday I am truly impressed. 10/10 for Diamond 10/10 for GIC 10/10 for SERGENTSimilar opinion? Write a review on ieatwords.com.au!
Awesome trailers and service
I couldn't be happier with my new Sargeant camper trailer. Great trailer, easy to set up and plenty of storage space.
It takes about 1 1/2hrs - 2hrs to set up with easy to follow instructions.
Just wanted to give a big thank you to the team in brisbane for making my purchase fun and easy.
I highly recommend them.
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JamesScone
Terrible quality parts & worst customer service!!
My partner and myself are planning a long term trip around aus but not with this camper anymore!! Iv had this camper since June 2016, we have taken it camping 3 times since! So far most of the kitchen has falled apart, locks are broken, taps are broken, poles bent in wind storm, carpet detatching itself from walls and floor, paint chips everywhere(terrible powder coat), hinges are seizing and breaking, toolbox lock has so much play in it if its locked you can still open it, meant to be waterproof but isnt at all.. the ropes are deteriating
So...Read more
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Same here!
We purchased a demo model on dec 17. All outside poles were missing, faulty annex roof, broken taps, leaking water tank. Emailed guy who said he would get taps to us before xmas. no response til after xmas. had to buy taps at own expense. camper leaks onto mattress. partner had to return to get poles and annex roof. terrible customer service, and so far a crap trailer. would prefer to pay more for something that is reliable. still awaiting a response…would love a head office email so can have everything in writing and let the owners of the company know how poor a rep they are getting, as I have been told by others Black Series is known for bad customer service.
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- Verified purchase
Very poor customer service
I too purchased a Sargeant camper trailer and picked up mid November. We set it up over Christmas weekend to season it before our holiday next week. After a freak gust of wind we found a few tent poles has damaged peg ends. I rang Sydney to explain what bits i needed to purchase to replace damaged bits. Was told to send email. I mentioned i needed bits asap on phone and in email. Waited 3 days, rang again. was told they didn't receive email, but then they did find email, but will ring back with availability of parts. didn't call back, rang aga...Read more
in, was told they will check on availability and will call back. didn't call back!!! 4 calls and an email over the course of a week and they finally tell me they have no parts available in Australia. They obviously don't back what they sell. they can't supply spare tent poles or end hooks. Customer service is CRAP!3 comments
The main point of my complaint is... if you dont have parts, your staff should know you dont have parts. It took 4 phone calls and 2 emails over a week to get that answer. Each time i was promised the... Read more
y would check and get back to me in an hour!!! That never happened. This seems to be a common complaint amongst alot of reviewsBlack S.GIC
I didn't write the above response, but if I could add to the Sydney Head Office post Luke>>> I can assure you the intention is to expand and carry many parts (including commonly requested accessories)... Read more
in the other State's showrooms. Customer service will definitely improve, so the company hears your suggestion loud and clear. Logistically this will take a bit of time, but it will definitely be happening. Thank you for being constructive.Similar opinion? Write a review on ieatwords.com.au!
- Verified purchase
Worst customer service ever!
Purchased a sergeant on 20/6 was told they don't guarantee a date of completion but didn't see an issue of it being ready late August. It was very important to us to have it by second week of September. Rang a few times to check finance had gone through spoke to [name removed] who was most helpful and pleasant he sent me an invoice say 0 balance payment received in full.
Obtained the vin number and insured the camper. Sat back and waited rang mid August was told camper would be completed last week of August. Rang up 31st of August super ex...Read more
cited and that's where it all went pear shaped. A guy called [name removed] said I don't know who told you that! Started saying I hadn't paid for delivery and then for the next two days saying we hadn't paid for the camper at all. He wouldn't return our phone calls. Finally he admitted there had been a mistake no apology until I forced one out of him everyone else's fault apparently. Camper turns finally turns up on 8/9 picked it up and the 12volt sockets don't work taps come apart when pumped taps OK with a bit of glue. Started ring Sydney again won't answer phones finally get a hold of [name removed] says he going to get back to me but doesn't. Ring Melbourne and Brisbane get told there's nothing they can do. Get hold of [name removed] again tells me to take to auto elect. and get them to send him the invoice which apparently he hasn't got authorisation to do this. So at the moment our camper is sitting at the auto elect. waiting payment until we can pick it up! Was told to pay the bill myself and the will reimburse me I don't think so. So we sit and wait. I hope nothing else goes wrong because I never want to deal with these people again.2 comments
Black S.GIC
Thank you Ann for the feedback about poor customer service and delays due to demand for GIC Camper Trailer’s. All the employees that you spoke to felt your frustration and unanimously are sorry for th... Read more
e distress caused trying to meet the 31st August deadline (and instead arrived the next week in September). As you have read in other posts since, it was difficult transporting the "$7000 Independent Suspension SERGEANT Camper Trailer" to Qld in time. One issue being resolved is that the freight sub-contractors were not able to keep up with the hundreds of Camper Trailers that GIC is selling every month. GIC Head Office offered to pay to fix the two faulty 12V plugs “near where you are”, to make fixing things a bit easier. It is absolutely your right not to pay and then be reimbursed Ann; this method was only suggested to speed up the minor repair job.My genuine suggestion to Gic would be to get some office staff. So the fella's can get on with their job of getting the trailers out the door. And customers can get their questions answered paper work... Read more
done correctly and phone calls returned in a polite manner. Cheers AnneSimilar opinion? Write a review on ieatwords.com.au!
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Black S.GIC
Hi Luke
a cause for the shortage of replacement parts, we can have this ordered in for you if you wish. please contact our head office in Sydney at your earliest convenience Kind regardsWe apologise for any inconvenience caused, due to having our stock come from over seas supply of stock can take some time to get on to our shores, we most definitely back our product which is... Read more