I have had the worst service from Lookers Park Royal sales department that I have ever known from a car dealership.

I placed an order for a new L405 supercharged AB in August 2012. By January 2013 I had heard nothing from them. No brochures, invite to view the car, test drive or anything. I tried multiple times to contact the sales dept. but nobody ever returned my calls. They seem to have a high turnover of staff because every time your ask for someone you are told they have left. Finally got to speak to someone and asked about delivery lead times and was told at that stage they couldn't advise on delivery dates but the best thing I could do was put in a spec to get in the queue (I thought the whole point of a deposit was to get in the queue). I gave a spec in January and it is 6 months later and I have had no contact at all. I can't even get in contact with anyone to get my deposit back as they never return calls or emails! Truly terrible customer service. I strongly advise that you do not use them for a new car purchase.

Try Liam at LR customer services who sometimes posts on here
But I would take my money elsewhere.
Not in your league for spending but C**p sales and service at Stratstone Stoke has so far cost them the sales of 1 FF, 2 Discos and 2 Freelanders and all the aftersales and servicing. Mine was a blue one!

I read both of your situations. Shocking! That's no way to run a car company.

I'd be nice to get a reassuring post from JLR to confirm that they are actively looking out for customers.

I'm afraid that just about sums up every experience I have ever had with a mainstream dealer, of any brand.

On a previous visit to LR in Bristol late on a Saturday afternoon, the salesman (who couldn't even be bothered to get off his fat *rse to come over to me) shouted that the service and maintenance depts were shut. I explained that I was in a bit of a fix with an unknown problem and needed someone just to look at my car just to see whether it would be ok to drive 400 miles that night. Sorry, came the answer, there's no-one here.

Now a switched on, well-trained employee would have at least shown an interest in my problem, used their experience (if they had any) and attempted to suggest a solution or direct me to someone elsewhere who may be able to help. Even a pretend phone call to LR Head office would have shown willing! (are you reading this Liam?)

Another time, the same bunch of cowboys also told me that after inspecting my car with ABS dash lights on, I needed a new ABS ECU at £1000. I questioned that, went home, opened the ABS ECU box adn removed a piece of green corrosion off a spike and all's well. they hadn't even opened it to have a look! And they quoted elf and safety not allowing me to watch them doing the inspection. More like I would have seen them doing Sweet FA and charging me for the privilege!

The result? They get no servicing jobs for my 2 FFRRs, nor any spares so a loss of £2-3000 over time. Long-term loss more as I wouldn't even consider buying a new or used from them, on principle alone (one of the few I have!)

Mind you, Nissan and BMW were just as bad. Went in to buy a Nissan pickup adn spent 25 minutes giving all the buying signals I could think of....... not one person came over and asked if they could help. I walked out and bought a Jeep!

Try Aston Martin dealers in Paris or Bordeaux and you will be surprised that it can be worse.
They seem to think that it is a great privilege to be allowed to enter their showroom or workshop.
Most of these salespeople don't like you because you are able to buy a car they couldn't afford even if they live two lifes. So they fall back on stupid arrogance based on nothing but the desk they occupy.
It is a pity that cardealers do not invest in proper sales people and salestraining.

same here in Germany and i had contact to every single AM/LR/Jaguar dealer here - just one dealer is good and we bought like over 9 new cars in the last 11 years at this place.

and Belgium - why i drive 120km to dealer in Kortrijk instead of using local ones......shame but there loss..

Lookers don't seem to have been that active on the forum recently either. Last thing I can find is Priya introducing themselves as a new point of contact. Tom

Current Drive
2011 4.4 TDV8 Autobiography - Santorini Black - Ivory Leather

Previous Drives
2004 Model Vogue Td6 (Touchscreen) - Java Black - Parchment Leather
1994 RR Classic 3.9 V8 Soft dash - Niagara Grey - Grey Leather
1972 Series III SWB Safari - Green (Hand Painted) - Black Plastic

James was cool (i know him in person) but he is gone now ....

Being a new car sales person at an LR dealership must be a very easy job right now. They can sell every Evoque, L405 and new Sport they are allocated by LR without trying. This results in dealerships and sales people who have a bad attitude towards customer service to start with being even worse than normal as there is little incentive in the short term to make any effort. There are good ones out there I am sure which take a longer term view and will want to give good service to retain their customers for future more difficult times. Lookers Park Royal do not fall into that category unfortunately so I have got my deposit back and will try to find someone else in the locale that gives a damn.

Anyone tried Duckworth sales dept. Maybe Dan (parts) can recommend a contact there. Tom

Current Drive
2011 4.4 TDV8 Autobiography - Santorini Black - Ivory Leather

Previous Drives
2004 Model Vogue Td6 (Touchscreen) - Java Black - Parchment Leather
1994 RR Classic 3.9 V8 Soft dash - Niagara Grey - Grey Leather
1972 Series III SWB Safari - Green (Hand Painted) - Black Plastic

Guy Salmon in Thames ditton shouldn't be too far from you.

PaulB wrote:

Guy Salmon in Thames ditton shouldn't be too far from you.

It's probably not the nearest dealership for most of you but I find Macrae and Dick Landrover in Inverness are very good - had a few Disco's new and s/hand from them and any issue always sorted, even replacement of a s/h hand disco 2 that wasn't quite up to scratch. Same guys been in the sales team for years. Even though I can no longer stretch to new vehicles when I'm in for parts they are always happy to chat and spend the time of day with me, even though I dont buy that much from them. I work for an charity and am about to get a loan of a defender for a weekend course that we will be running shortly and need a 7 seat off roader - were very happy to oblige. Alan, Charlie and Iain are the guys to get in touch with 01463 716716.

Service only I'm afraid, but I have heard good things.