Dodgy company with no morals
Purchased Brand new in July 2017 and picked up August 2017 and took straight for a weekend away. The incompetence of Black Series Campers and their staff at the Liverpool showroom is atrocious...when asked at the show room where the instructions were and was told there are no written instructions and just to “google and watch the youtube video on how to set up” and then the instructions in the video are wrong - they tell you to put the poles in the wrong spot so you can’t actually set it up properly and have to spend extra time fiddling to put ...the right poles in the right places so it actually is functional (an extra hour to fix the poles in their correct positioning). We ended up finding some extremely basic written instructions hidden underneath extra pieces of canvas but they were barely helpful...not to mention the kitchen cannot be opened if you fully enclose the annex - you have to take off the number plate holder and spare tyre just so there’s LESS chance of the fly screen being broken...the sink hose hole that drains into a bucket underneath is in the worst position and will need to be altered by us so that it is completely functional...the battery that is hooked up and connected doesn’t hold charge so the weiko fridge has to be directly hooked to the car battery...the internal poles when you pack up/unpack camper have ripped a hole in the side fly screen and will need to be patched...the pop rivets on the kitchen bench needed to be replaced as they weren’t even in properly...the kitchen tap was broken when we first opened it so we had to replace it...the front storage box is not water tight so where the battery sits is susceptible to water if we were to go driving through a river crossing or something...the clearance lights at the front were pulled apart under tension as they weren’t given enough length to reach the lights...the water pipe was too long and couldn’t pump water up to the sink as it was forever kinked so we shortened it...reflectors have fallen off while driving somewhere...plus we have a whole bunch of extra canvas pieces that have no purpose that we can think of in weird shapes...I contacted the Liverpool store from which I purchased it brand new and it took them 6 months to authorise the battery to be replaced as well as to “reseal” the front storage box which again leaked immediately once it rained (no fault of the repair guy - he was only authorised to sikaflex to rubber seal from Black Series). I also rang up and asked about repairing the pop rivets and kitchen tap whilst under warranty and was told I could just replace them myself - defeats the purpose of warranty replacement. I asked fir them to be replaced under warranty and was told to request in writing - I did so whilst still under warranty but didn’t hear back so I called again and was told that warranty had expired and I was now responsible for the repairs and replacements - when I asked to speak to a manager I was informed by the gentlemen in the phone who’s name was Jade that he was the manager of the store and that my complaints would go no further - I asked to speak to his manager or supervisor because I was unhappy with his response and the fact that he was denying a warranty repair and replacement to which he again repeated “I’m the manager and there’s no one higher than me to speak to” and he hung up on me. The canvas is not weather proof - even slight rain comes in through the canvas despite being weathered by us multiple times. The main structure of the camper is sound - everything else they added was done cheaply and poorly with no regard for long term usage. Never will I ever recommend Black Series Campers and I have since come across many other people who have had similar experiences with this company. Such a shame because if they looked after their customers and didn’t block them/delete negative comments made on their social media accounts they would have a better name.
Purchased in August 2017 at Black series liverpool for $12,000.00.
Fantastic First Year
Fantastic first year with sergeant on 6 trips. You get what you pay for and how much maintenance you do to take care of what you purchase. I spray trailer in Lanox after each trip and it hasn’t a speck of rust on it as in near brand new shape. Most people get upset thinking a $10K trailer is going to be the same as a $30k+ and are therefore disappointed. Ours has been great and Brisbane service was excellent when we purchased.
Purchased in September 2019.
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.
- 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...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.
Awesome product for the price and amazing customer service
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...
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...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 SERGENT
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.
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
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.
- 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...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!
- 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...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.
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