|
Hi, read your LR CR post. Didn't reply there as you've addressed questions to them.
You seem to be asking what your next recourse is and where you direct it.
If it was me:
A. Carefully check what they have done/ not done against your understanding of what they should have done via the warranty/ MOT cover.
B. Keep it calm and re-direct measured concerns to the Service Manager to give them a chance to consider and respond/ hopefully address and resolve your concerns.
Remind the service manager of the Stratstone customer experience and servicing pledges on their website which are:
" At Stratstone we aim to deliver an outstanding customer experience at each and every dealership you visit. "
" Regular servicing by an Manufacturer Approved Service Centre is the ideal way to maintain both the smooth running and the resale value of your vehicle.
We pride ourselves on ensuring that you – and your car or motorcycle – receive the very highest level of care and service.
No one understands your vehicle like we do, so to book a Service, MOT or Repair with the people that know your vehicle the best... "
C. Point out not only that you are a longstanding LR brand/ Strat customer and would have expected more courtesy and goodwill than you have been shown but that you are also an active member of ffrr.com and always post your experiences good and bad on the forum which has thousands of RR owning members and watchers who do pay attention to the good/ bad experiences of members.
D. Tell them that you are so concerned about aspects of the MOT fail that you are considering booking it in with an independent MOT Station to seek a comparison and determine if indeed the car should have been failed, particularly with the warranty and MOT cover your car has.
E. If they suggest to you that you did not buy the car from them therefore, their obligations/ good will are going to be less, then that is not a viable stance to take and re-quote their pledges to them which do not appear to discrminate as to where you acquired your car from. Make clear that you have bought this L322 because it had a LR warranty and you are trying to do the right thing by having works carried out within the main dealer network, all in accordance with the Strat pledges, LR warranty and schedules. You should not be penalised for buying a car privately.
F. If you remain dissatisfied with the Service Manager's response, then escalate matters to the Dealer Principal at the garage. The DP e-mail address is usually just his/ her name @stratstone.com... e.g. billy.fish@stratstone.com
G. Aside to the dispute about what work was/ was not done and why; leaving soiled seats, carpet mats or any damage is not acceptable from any garage never mind a main dealer. To be fair to Stratstone, that is not my experience of them (in fact I still have a plastic seat cover that a technician put on my car when recently going for a test drive with me).
Whatever the outcome with the other matters, whoever said 'Well it will get dirty, we have done work on it' was wrong to say that. They have valeters on site who should have been asked to clean it afterwards if it got dirty.
I always tell garages that I'm leaving any car with that I'm very particular about the condition of my cars and ask them to be careful so that hopefully they will be careful. Ask them to note that down on the job sheet when you hand your keys in. If you're really wary, leave a note on the dashboard. An example is if they are replacing tyres/ doing work around the wheels, I point out that they are unmarked and ask if they are likely to be marked during the work. It all hopefully just switches them on to take extra care and if not, then you have more recourse later if they try and dispute that marks/ damage have been caused by them.
Hope this assists 
|
6th Jul 2013 6:28am
