The car went back to the dealer for a respray on the front bumper a few weeks back which resulted in an intermittent headlight fault. Picked the car up today and drove home to then get out and find the car covered in scratches. I always use a snow foam pre wash and the two bucket method to clean the car. I'm gutted to find out that some valeter has probably dropped his sponge and carried on washing the car, hence the scratches.

I complained at the dealers and am going back tomorrow to show them, the difficulty is

1) I have taken the car away from the garage without inspecting it first
2) proving that those scratches weren't there before

I understand that it's my word against theirs but can honestly say they weren't there before I put the car into the garage.

Can anyone advise the best way to approach this as I am well p**sed off MY10 3.6 TD V8 Autobiography
635 d cab

55 Vogue se

TVR Cerbera

My advice would be don't get angry and never swear at them.

A cool calm collected person with a grasp of the English language and a determined demeanour is much more intimidating than someone who rants and shouts in their face.

You need to have a have a strong case to put to the Service manager and calmly get it escalated to the DP, demand nicely to speak to him in person and don;t take no for an answer. Explain the process you follow for looking after your car, they will soon understand that you know what you are talking about and are 'all about the detail'.

Make it clear if you don't get a satisfactory resolution you shall approach Land Rover Customer Relations and give their dealership a thoroughly honest appraisal and that you have access to numerous influential Land Rover forums.

Good luck. Stay cool.  Discovery 4 HSE
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1982 Series 3 Hard Top

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Awful and hope you get it sorted.

This doesnt help with the current issue but; NEVER let any dealer clean your cars.

And when RRUK advice dont work threaten to smash his head in....  2004 black Vogue TD6

maybe its an essex thing but +1 "RANGEISM WILL NOT BE TOLERATED"
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My dealer washed my car (despite being told not to touch it) and even the freshly painted new tailgate had scratches across it. I was livid. Although I ultimately did not let them, they did offer to get their special guy in to rectify the whole car, a full wash,clay polish wax jobbie until I was happy with the result.
They now know how anal I am. I took a moment to scan over the new showroom aston martins the other day. A £200,000 DBS volante, covered in swirls - says it all!
Best of luck but I would be stunned if they did not offer to sort it out for you.
Kind regards,
Ed '96 Volkswagen Polo 1.4CL - SOLD
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i have silhouette 'drawings' of all four sides of the car - any mark/scratch is shown on them

when the car is delivered to any dealer or independent i get them to inspect the car and drawings and to 'sign off'

when collecting the car the same process it carried out

that way there can be no dispute

i NEVER allow anyone else to wash the car (or any other car)

EDWARD757 wrote:

My dealer washed my car (despite being told not to touch it) and even the freshly painted new tailgate had scratches across it. I was livid. Although I ultimately did not let them, they did offer to get their special guy in to rectify the whole car, a full wash,clay polish wax jobbie until I was happy with the result.
They now know how anal I am. I took a moment to scan over the new showroom aston martins the other day. A £200,000 DBS volante, covered in swirls - says it all!
Best of luck but I would be stunned if they did not offer to sort it out for you.
Kind regards,
Ed

RRUK wrote:

My advice would be don't get angry and never swear at them.

A cool calm collected person with a grasp of the English language and a determined demeanour is much more intimidating than someone who rants and shouts in their face.

You need to have a have a strong case to put to the Service manager and calmly get it escalated to the DP, demand nicely to speak to him in person and don;t take no for an answer. Explain the process you follow for looking after your car, they will soon understand that you know what you are talking about and are 'all about the detail'.

Make it clear if you don't get a satisfactory resolution you shall approach Land Rover Customer Relations and give their dealership a thoroughly honest appraisal and that you have access to numerous influential Land Rover forums.

Good luck. Stay cool.

great in theory - useless in practice!

you do not have to be intimidating

and Landrover Customer Relations are about as useful as Osama Bin Laden's bodyguards

Neil E wrote:

The car went back to the dealer for a respray on the front bumper a few weeks back which resulted in an intermittent headlight fault. Picked the car up today and drove home to then get out and find the car covered in scratches. I always use a snow foam pre wash and the two bucket method to clean the car. I'm gutted to find out that some valeter has probably dropped his sponge and carried on washing the car, hence the scratches.

I complained at the dealers and am going back tomorrow to show them, the difficulty is

1) I have taken the car away from the garage without inspecting it first
2) proving that those scratches weren't there before

I understand that it's my word against theirs but can honestly say they weren't there before I put the car into the garage.

Can anyone advise the best way to approach this as I am well p**sed off

feel for you

'they' get away with this because 99% of customers don't care or even 'see' these scratches etc

i've seen Ferrari car cleaners (not valeters/detailers) drop a sponge on the ground and then use it on the cars!

also when a 'bodyshop' corrects a car its done as quickly as possible using the cheapest cutting compounds/mops/pads - the same pads are used again and again without being washed - and only one grade of pad is used (the coarsest/quickest one)

i know i've mentioned Paul Dalton before but its why he (and others) are so successful

the new generation of car owners who know about these 'things' now get cars professionally detailed before they even take delivery

hope you get a resolution

I used to tell my dealer not to wash the car.
Scratches on the paint and dirty marks on the seats I can do without (again) thanks.

Fox wrote:

I used to tell my dealer not to wash the car.
Scratches on the paint and dirty marks on the seats I can do without (again) thanks.

Mine wasn't scratched, but damaged and the interior covered in grease. I went absolutely spare with them. All the damage was repaired and the car was given a full valet.

The trouble is most main agents have monkeys working for them, who don't know any better and don't care - if you don't cause a fuss, you won't get anywhere and they will continue doing it and treat your vehicle like trash!

The other half of the problem is envy which unfortunately goes alongside with RR ownership - a lot of hics develop the attitude that he can afford it why should I respect it! bastards!

I picked my new to me TD6 last week... and 'someone' had broken of the HDC button on the center console! No one owned up but the dealer has ordered the part and will pickup/fix/drop off when it's in... Gavin

2005 Range Rover Vogue SE 4.2 Supercharged V8

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Vogue wrote:

Mine wasn't scratched, but damaged and the interior covered in grease. I went absolutely spare with them. All the damage was repaired and the car was given a full valet.

The trouble is most main agents have monkeys working for them, who don't know any better and don't care - if you don't cause a fuss, you won't get anywhere and they will continue doing it and treat your vehicle like trash!

The other half of the problem is envy which unfortunately goes alongside with RR ownership - a lot of hics develop the attitude that he can afford it why should I respect it! bastards!

thats actually summed it up in one!

don't care/envy

as i said before - look at the 'quality' of cars in the showroom! - bloody !

as for how you talk to 'them' makes no difference - i can put on the cut glass public school accent (did go to public school) - thats even worse - rich !!!

dealer principals should get their act together

how come my jeep independent puts covers on the seats and gloves on before he touches the car? - its about pride/care - it costs pennies but pay pounds in return!