Enjoy Your Motorhome for Longer with Quality After Sales Support

Motorhome dealerships aim to impress from your first visit — with inviting showrooms and rows of sparkling new recreational vehicles visible from the entrance.

However, what you find out back of the dealership has the biggest impact on your long term satisfaction when buying an RV. That’s where you’ll locate the motorhome maintenance services and parts departments.

These areas determine what customer support you'll receive. They oversee your motorhome's warranty, influence parts availability and guide you to a reliable RV repair network.

In this blog, we discuss why a dealer's after sales service makes a big difference to your long term ownership satisfaction and trouble-free travel.

We also cover why technical motorhome expertise truly matters, and what to look for in comprehensive after sales service and parts. Plus, we highlight the main questions to ask your RV dealer and what warning signs to watch out for.

After sales support is your lifeline on the road

Reliable after sales support acts as your lifeline when you're travelling in your motorhome. It helps lower long term costs and makes owning your RV more enjoyable by cutting down on repair and maintenance time.

Knowing that your dealership can back you up with timely support provides great reassurance. If you need repairs, strong customer support will ensure they’re completed under the standards set by the motorhome builder — so your warranty cover remains intact.

Toyota has just celebrated 20 consecutive years as New Zealand’s most trusted car brand, as determined by the Reader's Digest Trusted Brand Awards. That’s an enviable reputation based mainly on the local dealer network's customer support. The more support you receive from a brand, the more confidence you’re likely to have in it.

The same goes for motorhomes, though there isn’t an independent guide to RV customer support levels available from New Zealand motorhome dealerships.

Instead, talk to enthusiastic current owners in online forums and at campgrounds for their insights into certain dealers' customer support for specific motorhome models — and their experiences owning recreational vehicles.

Providing after sales support for motorhomes is very different to other vehicles. That's because motorhomes have complex systems in their living areas. A trustworthy motorhome dealership should have qualified technicians who can fix onboard issues, like those with gas and electrical systems.

If you plan to travel with your new motorhome on both sides of Cook Strait, it’s worth checking whether there are service centres for your brand on both main islands. You want to use approved service agents so that the motorhome manufacturer’s warranty will more likely cover repairs.

Why technical motorhome expertise matters  

Motorhome systems are complex and packed into smaller spaces — making them harder to reach than systems in houses.

The habitation area will need the attention of technicians with specific skills, like those in gas supply, plumbing, battery management and solar energy from time to time. These specialists also need to know how to diagnose and repair problems within the motorhome's limited space.

Calling a local house plumber to fix your RV's water leak is likely a waste of time. They probably won't have the right tools. Plus, they'll lack experience with motorhome appliances and systems — and how to access them.

If your motorhome has a problem in a remote area, driving to an RV repair expert is often best. It will help if that repairer is an approved service agent for your motorhome brand because:

• Repairs will be done under the terms of the warranty
  
  

• The diagnosis should be faster
  
  

• Parts are more likely to be available
  
  

• Labour charges will probably be less
  
  

• Your safety is more assured — as gas or electrical repairs are less likely to fail.

What to look for in comprehensive after sales motorhome service

For a satisfying motorhome ownership experience, you need to know what comprehensive after sales service looks like. Check that the dealership selling your prospective motorhome can provide the following services.

Dedicated servicing and maintenance

Your motorhome needs regular care to stay in top condition. Look for a dealership that can recommend and connect you with suitable workshops to assist with specific needs — like gas and electrical certifications, water leak checks and solar panel efficiency.

You’ll want a dealership that:

• Are easy to communicate with, and
  
  

• Can point you in the right direction when you need help. 

Warranty management

A reputable dealer will help you manage your motorhome's warranty claims. This means they'll handle the paperwork and communications with the manufacturer or importer on your behalf — making the warranty claim process smoother for you.

Accessory advice and upgrades

Before adding extras like bike racks, solar panels or more battery storage, get advice from your dealer. They should guide you on upgrades that won't void your warranty or cause you to exceed the motorhome's weight and payload limits.

Find out more about motorhome weight and payload in New Zealand.

Owner training and resources

A customer-focused dealership will offer resources to help you get comfortable with your new motorhome. Ask your dealer if they provide:

• A detailed handover of your new recreational vehicle on pickup, including instructions on how to use all of its equipment — so you feel confident in your new RV
  
  

• A comprehensive manual — to help you understand and troubleshoot all of your motorhome's features and systems
  
  

• Video guides — on the fitted appliances and motorhome systems.

Nationwide service network or support

If you live outside the big cities in a smaller town or rural location, you may have to travel a fair distance to even visit a motorhome dealership. The highest number of dealership options is located in New Zealand’s two main airport cities and major population centres — Auckland and Christchurch.

Therefore, it makes sense to ask the dealer questions like:

• What support network is available if you’re not living in the same city?
  
  

• Are there partner service centres across New Zealand?
  
  

• Can repairs be coordinated if you're in a different region — or will you need to return to the dealership?

A dealer’s ability to recommend or coordinate services may vary depending on a workshop’s location and the dealership’s direct relationship with it. However, it’s worth finding out the answers to these queries to help you understand whether you'll be supported — no matter where you reside in NZ.

Pre-trip and seasonal checks

Look for a dealer who offers pre-travel and periodic checks to ensure your motorhome is always ready for its next adventure. These inspections will help prepare your RV for different travel conditions throughout the year.

See our preparation checklists for summer, spring and winter road trips.

The value of a well-stocked parts department

New Zealand's motor distributors don't stock every spare part for the vehicles they import and sell — even for common passenger cars. They keep frequently damaged or replaced parts on hand, but many low-demand car parts must be imported from large regional warehouses.

Motorhome parts sometimes need to be flown in from overseas. In urgent cases, with good dealer support, air freight is often used to limit time delays.

Knowing how the parts supply chain works for your prospective motorhome model will help you avoid feeling frustrated. By understanding the supply chain, you’ll be able to better anticipate potential wait times and costs — ensuring you're prepared for unexpected repairs and can return to the road sooner.

Some dealerships stock easily damaged spare parts like body panels and front bumpers in New Zealand. However, local availability varies by dealer and part type — as most NZ dealerships don't hold a complete inventory.

Parts not stocked locally that need to come from Europe can take weeks or months to arrive. Air freight may reduce delays in urgent cases but also increase costs. It's best to ask the dealer for specific estimates.

Having access to a local stock of parts for your motorhome model has major benefits, like:

• Faster repairs — with a lower cost of repair
  
  

• Reduced downtime
  
  

• More time to enjoy your motorhome — instead of waiting for it to be repaired.

Warning signs to watch out for before you buy

When you're making a substantial investment, like in a motorhome, knowing what potential issues to look out for at the dealership can save you from future headaches.

Inability to answer questions

If a motorhome dealer can’t answer your main questions well, consider it a red flag that their after sales customer support may be below average. Don’t accept any evasive or vague answers — as this may signal that the dealer is only interested in making a quick, easy sale.

Unusually low prices

Be cautious if a motorhome seems like an outstandingly good buy compared to similar models from highly-regarded dealerships.

Providing exceptional after sales support increases a motorhome dealership's operating costs. Some dealers may cut corners on this support to offer lower prices, undercutting operators who invest in long term customer satisfaction.

Money saved initially on a cheaper motorhome with minimal or no after sales support may be lost when selling your RV.

Before purchasing, you'll want to confirm that parts are available and that the warranty offers comprehensive coverage. This ensures that your motorhome can be serviced and repaired — keeping it in great shape and helping it hold its value for resale.

The salesperson’s approach

You can sometimes judge a dealership's quality by the enthusiasm of the salespeople in forming long term relationships with their customers. Observe whether they:

• Only want to get your signature on the sales and purchase agreement as soon as possible
  
  

• Thoroughly introduce you to their range of models — and show you how they operate
  
  

• Proactively discuss the level of after sales support they provide.

It’s an encouraging sign if a salesperson is passionate about promoting the dealership's services and is able to outline their motorhomes’ full warranty coverage. A motorhome typically has several separate warranties, not just one, so you’ll usually get:

• One warranty covering the mechanical platform from the vehicle manufacturer
  
  

• Another from the motorhome builder for the body construction and fit-out
  
  

• A longer one that guarantees against water ingress.

You may not even have to ask all the right questions, as the answers have already been given in the sales spiel. Being invited to inspect the servicing department and the dealership’s parts inventory is reassuring.

Unfortunately, the recent boom in motorhome sales has led some dealership salespeople to adopt a careless attitude towards customers. All too often, they quickly move on to serving other customers browsing the showroom when they sense a challenging sales prospect.

Any demonstration from a salesperson of an unwillingness to address your expectations as a motorhome purchaser is your strongest warning sign of all.

Read our buyers’ guide to doing your due diligence.

Key questions about after sales service to ask your RV dealer

Ask these questions before buying a motorhome to ensure you choose a dealer who will prioritise your ownership experience.

Do you have a dedicated in-house motorhome service team?

Be sure to ask if the dealership has a team of technicians specialising in motorhomes.

A dedicated in-house team means it has specific expertise in complex RV systems — from the vehicle engine to the plumbing and electrical systems. This can lead to:

• Faster, more accurate diagnosis of issues — meaning that technicians can find the real problem quickly, saving you time
  
  

• Quality repairs — ensuring any work done is lasting and reliable, so you don't have to worry about the same issue arising again
  
  

• A better understanding of your motorhome's needs — so the team can offer a service that truly fits its specific requirements, rather than a generic fix.

Do you stock your motorhome brands’ parts — and if not, how quickly can you get them?

Understanding a dealer's parts inventory helps minimise downtime while your motorhome’s being repaired.

Ask if the dealer keeps common or key parts for the brands they sell — within New Zealand. If a part isn't in stock, you'll want to know how quickly it can be sourced, especially if it’s urgent and needs to be flown in from overseas. Local stock means faster repairs and more time enjoying your motorhome.

Find out about the stock of parts for Bürstner, Carado and HYMER motorhome brands in NZ.

What's your warranty process?

Understanding the complete warranty process offered by a dealership protects your investment and helps give you peace of mind for future repairs. Since a motorhome includes parts from various manufacturers, it typically comes with several separate warranties.

Ask your dealer to clearly explain how claims are managed across all these different motorhome warranties.

Do you offer a full motorhome orientation at handover?

A reputable dealership will provide a comprehensive motorhome orientation when they hand over your RV. The aim is to help you get comfortable with your new motorhome — as it will likely have many unique features and systems.

This handover training should assist you with:

• Operating all fitted appliances
  
  

• Understanding your motorhome's unique functionalities
  
  

• Learning about the safety features and emergency procedures
  
  

• Familiarising yourself with system operations and troubleshooting tips
  
  

• Feeling confident and well-prepared for your travels — with knowledge of emergency contacts.

Are there approved RV service centres on both the North and South Islands?

If you’re planning to travel between Wellington and Picton, ask your dealer if there are approved service centres for your motorhome on both islands. Full customer support is usually only available on one main island.

Do you install the accessories you sell — or outsource that work?

Find out who'll handle the installation if you’re thinking about buying accessories like bike racks or solar panels. Ask if the dealership performs these installations in-house with qualified technicians — or outsources the work.

In-house installation ensures:

• Proper fitting to the correct specs — without exceeding your motorhome’s payload limit
  
  

• Less chance of potential warranty issues linked to the wrong setup — giving you greater confidence in these upgrades.

Check out our top ten essential motorhome accessories.

Invest in support — not just a motorhome

Choosing the right motorhome goes beyond the initial purchase. It's also about building a long term partnership with your dealer.

Looking at dealer reviews can help you decide which dealerships to visit first when considering a motorhome. How salespeople welcome you can also show which dealerships are worth continuing the conversation with. Before you commit to a purchase, be sure to confirm that you'll receive comprehensive after-sales support.

You’re not only buying a motorhome, but also owning one. When the dealer provides strong after sales and parts support, your RV ownership experience will be easier and richer. You'll also feel more confident in your motorhome — and know you made the right choice.

Buying a motorhome is a life-changing event. Knowing you’ll get full and proactive after sales support will help protect your investment and make your motorhome travels more enjoyable.

Discover more about what to expect with comprehensive after sales support in the RV industry.