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GENERAL QUESTIONS
Q: My Interior Lights Are Not Working, What Do I Do?
A: It is possible that all of the 12V mains electrical equipment may not be operated
simultaneously. Check fuses, battery connections and power supply (master light switch). Refer
to your Retailer or Service Centre for further assistance.
Please Note: The internal lights in your caravan will not operate whilst the caravan’s electrical
hitch cables are connected to a towing vehicle with the engine running.
Q: Where Can I Get Spare Parts For My Caravan?
A: We do not supply parts direct, we have an extensive network of Retailers/Service Centres
which will be able to source most parts you require. For details of your nearest Erwin Hymer
Group UK Retailer please refer to “Find A Retailer” section on our website.
Note: If your vehicle is 8 years or older please refer to the Help and Support/FAQ’s/Parts section
of our website: https://elddis.co.uk/help-support/faqs, for a list of surplus stockists and breakers.
Q. How Many Years Will Spare Parts Be Available For My Caravan?
A. Erwin Hymer Group UK will endeavour to supply spare parts for a caravan, for up to 8 years
from date of manufacture.
Q. What If The Parts Are No Longer Available?
A. Where an original part is no longer available, whenever possible we will suggest a suitable
alternative if it is available.
Q. Who Can Carry Out Warranty Work On My Caravan?
A: Your supplying Retailer is obliged to undertake your warranty work. However, any Approved
Erwin Hymer Group UK Retailer or Service Centre can undertake the work, but this is at their
discretion. We will also accept services completed by a NCC approved service centre or NCC
equivalent standard as set out in this handbook, but they will not be able to undertake warranty
work if they are not approved by Erwin Hymer Group UK.
Q. Why Don’t You Stock Parts At The Erwin Hymer Group UK Factory?
A. Due to the volume of models we produce it is not possible for us to maintain stock levels of
every individual component used in our manufacturing process. We do stock commonly
requested items, but some items must be made to order.
Q. I Am Having Trouble Booking My Caravan For Its Service, In Line With The
Requirements. What Timescale Is Acceptable?
A: Please refer to the Q: Who can service my Caravan.
Q. I Have A Problem With My Caravan, Who Can Help Me?
A. We would always recommend that you contact your supplying Retailer. Your local Erwin
Hymer Group UK Retailer or Erwin Hymer Group UK Approved Service Centre may be able to
assist. An inspection can then take place and the necessary course of action agreed.
Q. I Am Unhappy With The Service I Have Received From My Retailer/Service
Centre, Where Do I Go From Here?
A. We would recommend that you write to your Retailer/Service Centre, detailing your problems
and requirements, requesting a response explaining how they will resolve your complaint. A copy
of your letter can also be forwarded to The Erwin Hymer Group UK Customer Care Department,
quoting the serial number of your caravan and the name of the Retailer/Service Centre. Please
be assured that we will assist your Retailer/Service Centre in resolving any problems.
Q. Where can I obtain a Certificate of Conformity for my product?
A. Original certificates of conformity are supplied with the product, duplicates are chargeable
and can be requested from our customer care team. We endeavour to provide a duplicate
certificate of conformity for any product manufactured from the year 2000 onwards.
If you have a product manufactured prior to the year 2000, we are no longer able to supply a
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