I've got a similar problem at the moment with my new Sport,ended up costing me £400 to get a 20 hour paint correction done by a Detailer,now awaiting a LR inspector to come and look at the bits he couldn't polish out.  Banished back to RRS for the moment !!!

there is one simple answer, get your own back on the loan car

but then again whats the point - Hicks don't care do they

Good luck....... The exact thing happened to me...... O had to file a claim with my own insurance 2006 RR 4.4 HSE
2008 Audi A6

Went back to dealers today.

The service manager looked over the car where I presented no fewer than a dozen scratches!

I explained how anal I am about the bodywork saying how I wash the car at least once a week using snow foam pre wash and micro-fibre mitts using the 2 bucket method etc etc. even took the mitts and drying cloths with me.

The guy seemed ok and agreed to book it in next week for a polish to see if the scratches will come out. If the deep one on the bonnet doesn`t come out they`ll put it in the bodyshop for a re-spray.

I told him to make sure their valeters don`t go anywhere near it.

Whilst I was there the muppet who washed the car strolled over to see the scratch and said there`s no way he did that scratch as the chamois leather they use is spotless, it must of been done by a stone off the road, I then showed him the scratches inside the car on the door pillar and asked him how the stone managed to do them too!

After reading the posts above I`m unsure giving them the car back for a polish is the right decision!!

Would like to get it detailed but feel that I shouldn`t have to pay for their cock up. MY10 3.6 TD V8 Autobiography
635 d cab

55 Vogue se

TVR Cerbera

Huh. Don't suppose many of you guys ever take your RR's off road?

nick h wrote:

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

Of course you need to be intimidating after a certain point. And before that point, if you're polite etc, you may achieve more by being friendly. Exactly what RRUK is saying.

You're about to cost the dealer the profits of the next 5 customers combined - and any good businessman will have to weigh the benefits/drawbacks of customer satisfaction/reputation vs. his reason for being there: making money. The only way you don't need to be at least mildly intimidating is if the dealer a.) accepts responsibility in a perfectly obvious case because he's reasonable, b.) he earns way too much money and doesn't care/is more worried about his rep, c.) he's a spineless, brown-nosing moron who wants to please everyone regardless of cost (not the type of person you want working for you ).

nick h wrote:

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

Now that's a pretty pretentious statement. I got my first job working as a gopher for a Mercedes/Porsche/Audi dealer in the US shortly after getting my drivers license at 16 - over 25 years ago ( ). There were numerous customers back then who considered the factory finish of their cars sub-standard. And who could rightly be qualified as 'extremely anal'. 
RRC 2Dr, RRC 4Dr,
P38, and 2 L322s
(wife thinks I'm nuts - prob right, too)

I think that comment mirrors what the people at dealers generally think about customers like me who do complain,the comment I got and keep getting is they are all like that so why are you complaining.
Clearly if my car gets scratched during my use that's something that I should resolve or live with but why should I have to put up with a car supplied defective?
After my recent experience I would take a Detailer with me next time when picking up a new car to check the paintwork before accepting delivery. Banished back to RRS for the moment !!!

Neil E wrote:

Whilst I was there the muppet who washed the car strolled over to see the scratch and said there`s no way he did that scratch as the chamois leather they use is spotless, it must of been done by a stone off the road, I then showed him the scratches inside the car on the door pillar and asked him how the stone managed to do them too!

Funny you should mention zips etc. A few years ago, during my "Porsche phase" aka midlife crisis, myself and some other enthusiasts arranged for a detailer of some repute to come to Glasgow and do our cars. All looked well when the guy turned up in a very professionally prepared van with all the gear.
Thing was the guy had a (possibly fake) Rolex on and a massive gold ID bracelet on, neither of which came off at any point. Having spotted this and "mentioning" it to him, his answer was "it's fine, I make sure they never touch the paintwork". Talk about professional - I think not! Got - 2017 SDV8 Autobiography in Loire Blue
Had- 2008 TDV8 Vogue SE in Java black
Had - 2007 S/C in Stornoway Grey

yes many of us do take our vehicles off road and tow with them. Mine is off road most days in the winter either work or leisure related.

Upshot of it is I can damage and break trim on my own vehicle and justify that, without paying some tosser working for a third rate main agent to do it as part of a service costing £680!

Seepee wrote:

I think that comment mirrors what the people at dealers generally think about customers like me who do complain,the comment I got and keep getting is they are all like that so why are you complaining.
Clearly if my car gets scratched during my use that's something that I should resolve or live with but why should I have to put up with a car supplied defective?
After my recent experience I would take a Detailer with me next time when picking up a new car to check the paintwork before accepting delivery.

Which comment, mine? I wasn't necessarily using 'anal' in a derogatory sense, if that's what you meant. Read the post one above mine by the OP: he describes himself as 'anal'. I've used this term to describe myself at times too.

Jeez, I thought I could bring this up here w/o getting bashed. Get bashed enough when I use the term in a conversation w/my wife.  
RRC 2Dr, RRC 4Dr,
P38, and 2 L322s
(wife thinks I'm nuts - prob right, too)

SteveMFr wrote:

Jeez, I thought I could bring this up here w/o getting bashed. Get bashed enough when I use the term in a conversation w/my wife.

Steve,
Sorry if that came out as having a go,I was agreeing,just that I feel that most dealer staff think someone who expects to keep their car scratch free and polished are somehow weird,I wash mine meticulously twice a week,take my watch and ring off and have a hoodie so nothing to scratch as I'm leaning over so was really annoyed to find someone had used a stiff brush to prep my brand new one leaving it covered all over in deep straight line scratches.
I've actually got a sign now to put in the car when it goes in asking them not to wash it after a service  Banished back to RRS for the moment !!!

No prob. Although I've gone away from that (used to be into perfect cars for a while) I can understand completely. Now I just want the RR to be able to look good from 10' when standing in front of the opera or something (not that I go to the opera). As Vogue said, doing it by design is still different than morons doing it for you.

I'll think of you next time I hear the 'screeeeeeeee' of brush down the side of the RR  
RRC 2Dr, RRC 4Dr,
P38, and 2 L322s
(wife thinks I'm nuts - prob right, too)

Just just given me some ammo I think,the dealer is insisting they used a sponge and not a brush,just wondering if they then used one of those rubber blades to take the water off and thats whats scratched it  Banished back to RRS for the moment !!!