I took delivery of my brand new Rangie yesterday.

It seemed like an object lesson in how NOT to do it:

* Car parked outside the dealership
* Looked her over in the drizzle
* Tossed the keys in a jumble
* Perfunctory 10 min familiarisation with a sales chap who was anxious to go home (5:50pm on a Friday) and was his last ever day (not surprised)
* The car (a PHEV) had exactly zero charge
* A couple of loose screws in the door bins
* No bunch of flowers for the wife, no bottle of champagne for me either, no branded merchandise - just two nasty dealership key rings (already removed).
* The airbag warning light came on on the way home

When I bought my daughter's Ford Fiesta, they made more of a song-and-dance.

I then happened to see a BookFace post from someone who took delivery of an SVO specced Rangie on the same day direct from the factory. Lunch for him and his wife, a laser light show reveal of the car on the turntable set to thumping music.

I realise it is a bit 'first world problem' but, when parting with a six-figure sum, it might be nice to be treated like a valued customer - and have the option to turn down the song-and-dance if you just wanted to drive it off the forecourt.

How do other dealers do it? A bit more of a special event, or "Here are the keys, the car's over there, have a great day"?

😱

What dealership did you use Mong?

Jim

I'm not sure about the rules on naming and shaming on here.

Let's just say that they are in a well-known university town beginning with 'C' and their name might suggest a motorsport official.

Well Im sure they will not be getting your repeat business Emperor . Sod em ...take your hard earned money somewhere else next time .

The old saying of salespersons not wanting anything to do with the customer when the money hits the account is unfortunately borne out to be true time after time .

SR

The factory handover costs about £1250, some on here have said it was good value, but a bit much for a canny Scot, leaving aside the distance to travel.

Lloyd LR in Kelso were better than what you describe. At one time there was a separate room beside the showroom in which the car to be handed over was parked, and there was only room for one car, so exclusive use of that area. The showroom has recently been rebuilt (very smart) and I'm not sure if that area survived, The handover was fuller, with screen settings etc done by the salesman after I was shown all the different possibilities. Being familiar with RRs I didn't need too much more, but I'm sure more would have been explained to a new owner.

In the past (2004) there was a present, but that does not seem to happen now, and I don't need it, after all it has to be paid for somehow. I did get a voucher for the LR Experience off road driving, half day, which was enjoyable albeit the course is set up to show what the car can do, rather than what it cannot, so one does not learn as much as one possibly might. The tank was full of petrol. On the way home i tried a phone call and found I could not get the phone to work, I called the salesman and he gave me some more advice which solved the problem (I'm not technical at all).

One thing I didn't like so much was the last time was that I had to do a bank transfer in advance, rather than pay by debit card on collection, which I had done the previous time. That was a hassle for me as I don't do online banking and the extra cost to me was about ten times what they will have saved in card charges. Since the initial handover I have been contacted a couple of times to ask if I wanted to come in and have a further 'handover', presumably to explain functions not yet used/understood. I have not taken that up, but nice to have the offer.

I'm happy with my experience there. Only Range Rovers since 1988

I believe, and it's just my opinion that customer service from all walks of life has deteriorated over the last 20 years, my life has been in sales and I was taught early on that Customer Satisfaction is number 1. Sadly this seems to have been lost by a number of companies and in particular JLR, profit is now number 1, sad but true

That's absolutely disgusting service, This is Not a Kia picanto etc your purchasing. The vehicle should have been left inside for you to inspect & perfect in every way.

The Salesman should have familiarized your with the car properly, prior to driving away.

Had much better service from other dealership when we've purchased new vehicles.

I would look forward to the customer survey

Hi Ming

I have used their Bedford branch in the past and they are bloody awful!

It amazes me how some LR dealerships actually manage to sell cars?

Jim

Never had as bad a handover as that - usually get flowers, full tank fuel and a couple of branded golf brollys - last one I also got a nice branded leatherette file to keep the vehicle documents in.

I always tip the salesman at handover if he is pleasant and makes the effort to make sure I am happy with everything - any shoddy service and I tell them they have missed out on substantial tip, and walk away without any further communication with them. The customer satisfaction survey is also a delightful time to enlighten them.

Probably the worst customer experience unbelievably involved what looked like a transgender salesperson - and I’m still not quite sure if he was male or female, minced around the showroom showing more arse and wearing more makeup than a slutty drag act in Canal Street - was rude and bordering on obnoxious regarding a potential purchase and couldn’t even be bothered to follow up the enquiry. I went elsewhere and bought exactly the same vehicle from another main agent in the area. Other friends have also commented that he/it was more concerned with correcting his eye liner and his metallic powder blue Evoque than progressing a sale with them.

Any of he/it’s colleagues reading this will know exactly who he is. 2021 L405 Vogue SE 4.4 V8 DIESEL ~ #17

I know my approved used car was not anywhere near your new car cost (but for me it was significant!) Stafford LR hardly gave me any hand over and i certainly wasn't made to feel special nor valued in any way! Somewhat tainted the whole experience...

VERY DISAPPOINTING JLR!!!

I know my approved used car was not anywhere near your new car cost (but for me it was significant!) Stafford LR hardly gave me any hand over and i certainly wasn't made to feel special nor valued in any way! Somewhat tainted the whole experience...

VERY DISAPPOINTING JLR!!!

Never bought a new one - bur used experiences vary -

Marshalls (Peterborough) - not great for me either

Hunters (Norwich) - arrived to collect & the car wa sin the workshop - problem with the FBH but it was now too warm for them too figure out if they fixed it - after an extended wait, we agreed that if it wasn't;t fixed, I would take it to my local dealer & they would pick up the tab

Matfords (Exeter) - excellent - car ready, clean & in prime spot - shown around it etc - they even insisted in filling the arm rest fridge with drinks for my journey home.

Craig, SO bad you had to say it twice...

I've heard very good things about Matfords and might go to them for my next car.

As for my dealer, started well in 2012 with a bunch of flowers for my wife etc then the next time the car was "unveiled" with a framed picture of the car. This time, absolutely nothing, salesman had left (sacked?). Had a cup of coffee and the "handover executive" went over the car with me but he has since left too. Had a set of hub caps from JLR when I ordered the car and that's it.

I am on the JLR Advisory Board panel and I have just completed a questionnaire re dealer service and handovers, so I have made my point! JLR are now talking about personalised key fobs (leather, colour coded, signed etc) but guess what......you have to pay for it!!

No prizes for what I said.  All LR cars from 1984
2021.5 Vogue SE D300 Carpathian Grey
2018 Vogue SE British Racing Green GONE

CS wrote:

The factory handover costs about £1250, some on here have said it was good value, but a bit much for a canny Scot, leaving aside the distance to travel.

CS wrote:

Lloyd LR in Kelso were better than what you describe. At one time there was a separate room beside the showroom in which the car to be handed over was parked, and there was only room for one car, so exclusive use of that area.

Vogue wrote:

Never had as bad a handover as that - usually get flowers, full tank fuel and a couple of branded golf brollys - last one I also got a nice branded leatherette file to keep the vehicle documents in.

Vogue wrote:

The customer satisfaction survey is also a delightful time to enlighten them.

jim4244 wrote:

I have used their Bedford branch in the past and they are bloody awful!

It amazes me how some LR dealerships actually manage to sell cars?

Cam-Tech-Craig wrote:

I know my approved used car was not anywhere near your new car cost (but for me it was significant!) Stafford LR hardly gave me any hand over and i certainly wasn't made to feel special nor valued in any way! Somewhat tainted the whole experience...

VERY DISAPPOINTING JLR!!!