I’ve always wondered why I never receive any requests for me to complete the ever popular customer feedback emails after I’ve experienced their abysmal service department.
Is it because they would get totally berated by the majority of folk, or maybe they don’t want to hear the truth about how miserable they really are?
Interested to hear if any dealers actually participate these days. Current fleet:
2020 McLaren 600LT Spider
2020 Mercedes C300 Cabriolet
2023 L460 PHEV 440 SE
1992 Lotus Esprit turbo
2019 Alpine A110 (French rubbish now gone)

I have always felt they were very selective in when the surveys were sent out, funnily enough when I did give a full account of the appalling service and issues I had received, not a dicky bird.

So why send if they have no intention of following up.....

I would have thought a JLR spy is on the forum somewhere, they just choose to not be interested.

After 30+years of being a loyal customer, it is very clear it means zero these days

Dr F

They might need to pay more attention now that the “Trump Tariff” has been placed on US imports lol "UNDERSTEER" ----is when you hit the fence with the front of the car.
"OVERSTEER" ------is when you hit the fence with the rear of the car.
"HORSEPOWER" ----is how fast you hit the fence.
"TORQUE" -----------is how far you take the fence with you.

I get these when my car has had work done. I'm generally positive about the dealer, but sometimes not so much about LR and latterly the question "how likely are you to buy a LR product" has been answered with a very low likelihood score due to the theft/insurance cost problem, I have been strongly critical of the LR captive broker (Wrisk Transfer) refusing even to quote for my current car and I complain about shortcomings in the L460 product and accessories compared with what I have: "price up, quality down".

Last year I was asked if I wanted to be on their customer panel, which I would have liked (My girlfriend: "You've been wanting to tell them what to do for years") but their identity etc disclosure terms were such that I wouldn't do it.

Many years ago I was asked if I would do a 'mystery shopper' exercise in which I took someone from LR along when I took my car for a service, but I refused to do that as I thought it a bit sneaky and didn't want my doing so to cause lasting bad feeling with the dealer at the deception.

I think the dealers get extra money from JLR if they achieve enough scores in the top two categories for dealer service, so the dealers maybe focus on customers more likely to fill the surveys in and who are likely to score them at that level. There is also a tendency to ask customers to use those ratings, call them first if one is not willing to do so etc. I find that inappropriate. It happens elsewhere (eg BMW) also though. Only Range Rovers since 1988

Interesting response CS, I have admit to have never had any contact, that I can remember, in the last 30 years that I’ve been purchasing their cars albeit on and off.
I do find my recent experiences, with service and some extent their sales, to have dropped to a point where I’d rather change my allegiance to another brand but who, I’m unsure.
I’m guessing that they realise that their service, at this particular local group that I use, is bordering on contemptible so they don’t want anyone communicating their feelings via feedback in case they might need to address the issue. Current fleet:
2020 McLaren 600LT Spider
2020 Mercedes C300 Cabriolet
2023 L460 PHEV 440 SE
1992 Lotus Esprit turbo
2019 Alpine A110 (French rubbish now gone)

The dealer I use (Lloyd Land Rover Kelso) has started sending out quarterly newsletters. The most recent one said they had responded to customer feedback by investing in more training for their technicians, more specialist equipment for their workshop and bodyshop and making changes to the service reception/front of house team, as they were not achieving the excellence to which they aspired. So at least in that case they appear to have been getting criticism as well as praise and to have reacted appropriately.

It has been my experience that dealers in smaller places (where reputation matters more because customers meet and share experiences) do better than those in larger cities. Also, more family type businesses can be more prone to thinking not just about the current deal but about the one(s) after that, without the private equity/listed company pressures of showing constant improvements in turnover and profit. Alas such businesses have become fewer and further between in the LR franchise rationalisation. Only Range Rovers since 1988

My dealer is Hendy in Southampton, a large multi franchise corporate business, who care only for the P&L. Previously, I used Westover in Christchurch and then Salisbury when my contact moved there. Never had any issues, bought 6 new Range Rovers off them in 7 years, fantastic service all round and you felt valued by virtue of their friendly and professional attitude.
i went to Hendy in Southampton last year to discuss another L460, albeit around 18 months old’ish and was ignored by the sales team, left waiting for 15 mins and I walked. Bought elsewhere but sadly had a few issue’s shortly after delivery, so used Hendy to fix them but it took over 6 months to fix the problems due to the inept use of their service team and that was after an official complaint to the directors.
These types of businesses would transform their customer loyalty if they conducted feedback and acted on the issues. Customer loyalty and satisfaction transforms directly to the bottom line but sadly they are blinkered by short term profit.
I see they are admitting to a big loss for the 2024 year and I’m not at all surprised. Current fleet:
2020 McLaren 600LT Spider
2020 Mercedes C300 Cabriolet
2023 L460 PHEV 440 SE
1992 Lotus Esprit turbo
2019 Alpine A110 (French rubbish now gone)

My experience was nearly exactly the same as you Andy.

I started with Ottons in Salisbury, they then became Westover at Old Sarum and then Hendy. I had a really good contact with Westover ( a retired farmer who helped them part-time), but things started to go downhill when Hendy took over and since then I've moved to Dick Lovett in Melksham who don't seem very interested as I've never spoken to anyone since buying my last car. I'm keeping it anyway.

The best dealer ever in the good old days was MJ Fews at Charfield, who gave up on LR (wanted them to spend close on £250k on upgrading the premises 15 years ago!!) but are an accredited service provider.

Seems they are all pretty much the same, not much profit in new cars so they are in the hands of corporate accountants  All LR cars from 1984
2021.5 Vogue SE D300 Carpathian Grey
2018 Vogue SE British Racing Green GONE

Hendy have now given up/had the franchise taken away, kept the service centre. letters not necessarily in the right order

Old Sarum near Salisbury has lost the sales side due to not wanting to/couldn’t justify a multi million £££ corporate look premises.
To be honest, who gives a monkey about the posh facilities, it’s costing us as ultimately we’re the ones paying. Current fleet:
2020 McLaren 600LT Spider
2020 Mercedes C300 Cabriolet
2023 L460 PHEV 440 SE
1992 Lotus Esprit turbo
2019 Alpine A110 (French rubbish now gone)

I would much rather use an old-fashioned independent dealer, but there are virtually none left, for obvious reasons. The Dubai-shopping-centre-style showrooms are one thing, the idiotic sports-casual garb they’re making everyone dress up in another, but I really just want a simple service where I call the service department, book my car in, get a courtesy car within six months, pick my car up, pay and leave.

So frustrating to ring the dealer, but actually end up speaking to a central call centre who can’t sort courtesy cars, can’t liaise with the sales side etc, then end up sitting waiting for ages in the flashy showroom for your “contact “ to sign in, sign out and the rest.

Similar sentiments here -Chesterfield Vertu landrover incompetent beyond believe .But beyond that many dealerships in my experience have been dishonest when dealing with customers .( Lying about requiring work when not required - luckily my nephew is a trained mechanic and is often flabbergasted at the brazen lies told by dealerships to glean more hard earned cash from the customer ) .

All we want is honest service - don't mind paying whats due . Of late, always feel scammed when leaving a landlover dealership .

Been in to see my dealer again to sort drivers door not closing, seems soft close is intermittent. Service advisor quoted end of June at the earliest, that’s almost 13 weeks and he said it with a straight face too.
How can you continue to support the brand with this type of basic service level.
I now have to put up with my car having a hissy fit when I attempt to drive off with the door not fully closed  Current fleet:
2020 McLaren 600LT Spider
2020 Mercedes C300 Cabriolet
2023 L460 PHEV 440 SE
1992 Lotus Esprit turbo
2019 Alpine A110 (French rubbish now gone)

It’s actually embarrassing - local MB dealer happily collects and redelivers a ten-year-old car for service, never an issue, no booking months ahead, it’s just sorted - and their business now is mainly crappy little hatchbacks on tick. No LR dealer within 30 miles could even offer me a courtesy car, of any kind, with over a month’s notice, and finding that out took forever on the phone. But still dozens of people milling around the coffee bar in the flashy showroom, in their silly uniforms.

I have never had such poor service from an MD of a premium brand until I bought my Range Rover three years ago. I have plenty of experience of Audi, BMW and Alfa Romeo previously and they have all been good or very good.

I was expecting nothing less from JLR and perhaps something better as they are a step above these other brands in terms of ‘premium brand’. I couldn’t believe how bad the service was both for regular servicing and a warranty repair. I tried two other JLR MDs near me to see if it was just a one off bad MD but they were all equally poor in their service.

I received a survey about my experience after the warranty repair from JLR (not the MD) and I didn’t hold back. I heard nothing at all. I would have expected a follow up from JLR customer service and/or the MD but nothing. They just don’t care.

I moved to a very good independent for all work - ex JLR master techs and they know their stuff and actually have pride in what they do.

It’s staggering to think a premium brand can be so bad in their customer experience.