Corona Pandemic - news

Dear Carthago customers and friends,

In the current situation we are forced to take extraordinary measures to protect you as customer and also our employees in the best possible way. In addition, we all have to contribute our part to stop any further spreading of Covid-19. Therefore, visits to our factory and to our exhibition centre in Aulendorf are restricted and further protective measures have been put into place.

We would like to take this opportunity to answer frequently asked questions from you regarding Carthago as the manufacturer and all related partners in this situation. Since the circumstances are constantly changing and are very dynamically, we will provide you with updated information on our website on a regular basis.

We look forward to welcoming you again soon. Please stay safe – stay healthy!

Sincerely, your Carthago team


How does Carthago as a manufacturer react to the Corona Pandemic?

Over the last couple of weeks, a multi-step emergency plan has been developed. The main objective is to protect our customers, employees, suppliers and service partners but at the same time ensure the production and delivery of our vehicles. Therefore, various measures have already been implemented at the headquarter in Aulendorf and Odranci (Slovenia). This includes enforcing extended hygiene guidelines and the installation of disinfection stations, but also make use of the possibility to work from home. This allows us to provide ongoing support for you and our trade partners.

Can delivery dates of new vehicles be kept?

We have resumed production. However, a reliable assessment of the further development of the coronavirus and the effects on our upstream suppliers is not possible at the moment. If you have any questions regarding individual delivery dates, please contact your trade partner. He will be kept up to date by us and will give you the best possible assistance with your questions. Depending on the current situation, we may have to make ongoing adjustments.   

 

What happens if I cannot meet my service appointments (which are relevant to keep the warranty running)?

We will put in place a tolerance period of two months for inspections such as the initial inspection, annual inspection or water ingress test. As we can´t make any forecast on how the situation will develop, we will need to adjust this period again if necessary.

Is the exhibition centre in Carthago City still open? 

The showrooms in Aulendorf are open again for you - our current opening hours are 
Monday to Friday from 9.00 to 18.00 and Saturday 10.00 to 14.00.
In addition, our sales team will also be happy to advise you by telephone during these hours on +49 (0)7525 - 9200 2000. Alternatively, you can contact us by e-mail at werksverkauf@carthago.com.

Are the Carthago Dealerships open and are planned events taking place?

Depending on the dealer location, different regulations and recommendations from the authorities have been put in place. Therefore, we recommend to contact the respective trade partner by phone or e-mail before visiting. 
To avoid a high level of social contacts, many events have been cancelled or postponed. The current list of planned events can be found on our website in the section “event calendar”. Individual appointments with your Carthago trade partner might still be possible. 

Can I sign up for the Carthago factory tour at the minute?

No, there are no factory tours taking place at the moment. 

What happens to my appointment at the Carthago Service Center?

Our trade partners are open again and are, as usual, your first point of contact for all service issues. Your trade partner will plan a service appointment for you in consultation with you and, if necessary, the Carthago Service Center. Since 1 July 2020, the Service Center has been open for you again during the usual opening hours:

Monday to Thursday:

07.30 - 12.00 h and 13.00 - 16.00 h

Friday:

07.30 - 15.15

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Spare part deliveries

Your Carthago trade partner is your contact for ordering spare parts as usual. Parts are being dispatched from our warehouse and shipped to our trade partners who then carries out the repairs on your vehicle and/ hands over the parts to you. Due to the current situation, delivery capacities and times may be limited. Direct orders from our After Sales Service are not possible.

What to do in case of a warranty claim or a complaint?

Please contact your Carthago trade partner at first instance. He will be able to forward your information to our After Sales Department which will provide you with further instructions on how to proceed. Existing or pending warranty applications will remain valid. Please note that the date of the warranty application to the trade partner is relevant (not when the trade partner forwards your application to us).

What happens if I cannot meet my service appointments (which are relevant to keep the warranty running)?

We will put in place a tolerance period of two months for inspections such as the initial inspection, annual inspection or water ingress test. As we can´t make any forecast on how the situation will develop, we will need to adjust this period again if necessary.

What about urgent emergency situations?

If you have any urgent questions about the functionality of your motorhome, please contact your trade partner who will be more than happy to assist you. In the event of an emergency your dealer is not able to help, our technical customer service staff or suppliers with emergency numbers are available under the following contact details.