I have bought from these guys in the past but about 5 years ago. Found the DP to be far above average, nice chap and nothing was ever too much trouble but I don't remember his name. If he was there this would never have happened but by the sounds of it he is no longer.
Have you complained vociferously to the DP to get this sorted?

I've been following your tales of woe on this issue and have to comment that here we go again! Yet another dealer who is totally and utterly incapable of understanding how to deal with customers. How in hells name do they ever stay in business? This is an appalling case of dismal customer service that LR should have picked up and run with (regardless of the fact that this is an AUC sale). They aren't the only 'premium' car manufacturer (often in price only!) to suffer this and they constantly ignore it. They need to start sacking some of these crap franchises, that would wake the lazy bas*ards up!!

There's so much more to the 'premium' experience than the dealers imagined bottom line (they would make so much more if they only treated their customers properly, but they are too thick to 'get' it).

I have many soap boxes in my garage, but the customer service we put up with in too many cases here in the UK
is my biggest by far.

Grrrrrrr!! on your behalf!  Drives:
2010 FFRR TdV8 Vogue - Stornoway Grey
2010 FFRR TdV8 Vogue SE - Zermatt Silver
1998 BMW E36 M3 GTII

Last edited by rvbush on 20th Apr 2017 9:56am. Edited 1 time in total

I agree , LRCS should have sorted this at the start . They could learn so much from Lexus on customer care.

LRCS were actually very good to me. Of course, you never know if they are playing both ends against the middle but if I treat as I find, they were helpful and they tried to resolve it.

I don't think they (the dealership) liked me very much because overtime that they rang me and told me something I would then commit the conversation to email in a virtual contemporaneous note, so that they couldn't say later that it wasn't said or that I've misunderstood something. Anyway each time I did this (for instance when they verbally promised to replace items - later rescinded ) they never replied to acknowledge but at least it was clear by their silence.

The straw that broke the camels back was when I mentioned the Managers Email deleting system after he'd failed to contact me three times for an update.

And as for Lexus a friend of mine sang their praises for several years until as he says "They Changed" and started knocking him back on most things. I've bought five Land Rovers in the past three years or so and I've had one outstanding experience, one very good indeed (Both long distance jobs) one so so experience and two very poor ones. Trouble is I like the cars but just wish the dealers could improve and be as good as they should be.

Ok, shall we say if only Land Rover were like Lexus used to be for customer care then the Customer service would be worthy of their vehicles .

I've also been interested to read this thread as it sounds like our buying patterns are similar. I've typically bought ex demonstrator or JLR management cars as a way of trading up budget wise. Touch wood this has been successful so far.

For my most recent (first L405) purchase I very nearly bought without viewing and am glad I didn't even though it meant two trips across the country - once to view and once to collect.

I'm very relieved for you that this situation has developed in such a way that you were able to clearly reject the car and were seemingly given good grounds to do so by what sounds like the dealer not caring less.

I've put a theory in a separate thread that LR dealers are struggling to keep up with the company's shift to being more of a volume supplier than ever they were. I just don't think that the dealer network has geared itself up with the company's strategy to build and sell more cars - a strategy which seems to be paying off well for the manufacturer at the moment as they are making great cars that people want to buy. So, I put this in the category of a problem which needs to be sorted and despite the grand old age of LR now, it seems like it's growing pains... 2016 SDV8 AB

I, too change on a regular basis, like 2 new and 1 used L405 in the last 2 1/2 years. My experience buying from the non specialist used dealer for my first car was impeccable and the car was bought at a distance and without seeing it. It was presented very nicely and as I expected for the price point.
This car broke down twice and the local LR dealer was a shambles with some school boy errors like ignored phone calls and the normal stuff we read about on here so often.
My next new car from the same dealer was 100% and never went wrong in 12 months so no need to use the dealership. My third car was poorly handled by the sales staff in respect of paperwork, had a scratched door and other issues on delivery. The service level to get this fixed was a shambles again and took 2 or 3 attempts to get it fixed and it still wasn't right even then.

I don't think that LR are interested in customer service, they make a desirable car and a premium price point and I suspect it is a very profitable model for the group. They surely must have amassed data that clearly demonstrates that their quality issues of new cars is below par and for some the main dealers who represent their brand are woeful as demonstrated on this thread. LR are making fortunes but their dealers are running on a shoe string budget.
I don't think either LR or the dealers care today nor will they care tomorrow. Too many punters desire their products these days but I doubt I'd want the hassle to buy another.

Quote:

I don't think that LR are interested in customer service, they make a desirable car and a premium price point and I suspect it is a very profitable model for the group. They surely must have amassed data that clearly demonstrates that their quality issues of new cars is below par and for some the main dealers who represent their brand are woeful as demonstrated on this thread. LR are making fortunes but their dealers are running on a shoe string budget.
I don't think either LR or the dealers care today nor will they care tomorrow. Too many punters desire their products these days but I doubt I'd want the hassle to buy another.

In fairness to the Dealership they returned my original car to me today and I have to say that it was delivered in immaculate order. Every item of personal property had been properly transferred from one car to the other. My front facing camera removed, my wheels and steps changed over and even a complementary full tank of fuel. If I'd got my Red car in the same order I'd have been delighted. I emailed the dealership to thank them for the professional return.

What's the next move Basil ? Keep this one or keep looking ?

It's a funny old game isn't it? I drove my old one this afternoon and thought to myself why the heck were you thinking of swapping this.....because it's lovely. This is the best one I've owned and having driven the 4.4 a bit, but not enough to really know and having had a Sport AB loaner, I'm absolutely sure I'd never trade down to a Sport. The engine is a good one as it feels very brisk but it's pretty noisy in this application.

I did miss the tdv6. It's a real good engine and suits the car so well. It definitely feels more nimble........However!

My missus overheard me talking last night and in a nutshell I said that given what's gone on I'd probably hold on to the black one until it nears the end of its warranty but she pulled me later and reminded me of the best experience we have ever had with LandRover and so I contacted this guy last night and told him that I had very particular requirements in terms of condition, price and spec. I told Alex the salesman that as I'd taken my plate off and the front camera I'd wait a little while to see if he can source anything interesting in the next week or two before deciding if the plate etc are going back on.

So, I'm leaving it in the lap of the gods sure in the knowledge that even if I'm to keep what I have I'm certainly not slumming it and as the dealership driver said to me today "Why on earth would you want to change such a lovely car" and he was a big fan of the V6 too.

Yeah, the loaners I had were both the 3.0 SDV6 and it does feel more nimble around towns. I was very impressed with it and like you say it does really suit the car. My only gripe was the lack of torque when the caravan was on the back. In terms of fuel economy I found both the 3.0 and 4.4 were very similar with the 4.4 just having the edge, presumably because it is a slightly lazier drive.

Glad you got a decent result in the end though

The transaction to terminate the sale is now complete. I was asked to identify the car just in case any of our unsuspecting members considered it in the future. Rather than potentially make life too difficult for the dealer all I'm best saying is that if anyone is considering a Firenze red V8 AB on a 16 plate please feel free to pm me and I'll do what I can to ensure you don't go into the sale without full knowledge. And thanks to everyone who has supported me over this matter

What you must understand is LR don't care. They're expanding at a phenomenal rate (I supply them and can barely keep up), they make huge profit on every vehicle sold, their biggest market is overseas. If the UK never bought another one they wouldn't care.
They bought the name, they bought the models, they're now trading off the name and doing very well thank you.

On the Verge of rejecting mine as well. Software still stalling and resetting and the dealer has no clue on how long it is going to take to resolve, a massive shame as the car looks lovely.
A high end value car but not high end reliability.
Its not just the problem it is the lack of response from the dealer, i find really frustrating. I have put a proposal forward to compensate me for the time and trouble i have experienced 2 weeks ago and as yet not proper response, just an update to say they are waiting for LR to help, they appear to have distanced themselves from the issue.
A bitter experience i fear my not send me back to Land Rover for another one.