I have always found that owning the top end of the brand made me feel like I was driving something special and what I was buying was exactly what was being advertised on the tin, something that not everyone owned as a daily driver alongside a sports car, a form of luxury [which now seems so diluted with so many models and version of models] but I have a view that owning a LR car and more specifically the full fat is not worth the money anymore and is not what it used to be from so many aspects. Between purchase dealer engagement and extended warranty hassles, I think I am going to take my next spend for both me and my partner (as we both drive Range Rovers, hers is a Evoque Dynamic HSE Convertible – which is never out the garage with faults) which will be north of 200k likely, to another brand.

And here’s why…..

The Current Car:
My current FFRR MOT runs out on 26th Dec, so being more prepared than last year I put it in early to a local MOT station which is a fairly large well-known garage local to me who came back with a fail on suspensions bushes. So, before I assessed what to do, I called my local LR garage [where I bought the extended warranty] and asked was my suspension arm bushes and arms covered under warranty, as the MOT centre is suggesting they need replaced to pass the MOT. I was quite specific in asking exactly what the garage told me to ask and did the work the garage is suggesting covered under the warranty, I was advised on the Thursday 5th Dec by the LR dealership service area that no, they are perishables and not covered. So I was pretty disappointed as the reason I paid £1600 for the extended warranty was to have breakdown cover and a fixed service cost of any repair items for the next 12 months, yet it says “suspension” in the booklet they use to sell me the warranty but on enquiring it doesn’t seem to be covered - now I’d like to say at this point, that’s all I’ve asked, but at this point I do know they coudn’t repair my other back in Oct for over 4 weeks as I only last month had the full heating system replaced in the Evoque and had to wait 5 weeks to get it booked in as they are so busy but it’s a lease car so does have different booking slots. So I figue I’d just bite the bullet with the MOT station to do the work, so I get a quote of 300 for the work inc labour from the MOT station and decide to just approve them to do the work. Now here is where it got complicated. The next morning on the Friday the MOT garage call at noon and tell me they need to now buy new hubs [at a cost of £900 from LR] as they can’t get the bushes out or suspension arms off without damaging the hub (which now I realise they have damaged by the sounds of it) so I decide to ask them to stop and put it back togeather, call LR breakdown who out of good will pick the car up and take it to the LR dealership [ but weren’t going to at first but 30 mins later did kindly]. At this point I call the LR dealer again, ask can they take the car in, and assess this for warranty as it seems too large a piece of work now to not have it assessed for warranty. So here is where I lost my sheet - I get a call the next day from service team suggesting it will be 5 weeks before they can assess, I’m stunned as the day before when I asked could they take the car, I was advised they were busy but could get the car in, and they would look at it and add me to their queue would do as much as they can to help. So the sales manager was helpful and asked me for the time and date of the calls so he could pull the call recordings as the service girl now thinks its funny that I am debating the 5 weeks and also wants to know who I talked to the day before like I’d never called…..so I gave him that, and never heard from him again, but the customer service manager who is now dealing with it picked it up from him, and is keen to approach my MOT insurance for the repairs but has a limit of £750, and has also asked LR for a “goodwill” gesture for my hubs [which would be covered if they weren’t so bashed by the MOT garage] which to me should be going to the warranty but cant – anyway 45mins later with LR customer experience today resulted in only a 20% discount, and pretty much told to f@%* off by LR, and tbh that was probably another horrific experience as they suggested I would need to wait until Nicole the manager was back as it was her case and not a single soul could look at it until January now!!! Tbh I now just want my car back so I can buy another brand as I’m sure they are all the same, but I can’t even consider paying LR 200k for the total rubbish that’s transpired for the last 2 weeks, let alone the fact I have no car, have been told a load of garbage, put in a situation that is making me not use my warranty, and beg LR for support and goodwill!! I assume this will now need to be taken to court to resolve cos I am not paying for it – I already have - it’s called a Land Rover warranty!!!

The funny thing is the clown that talked to me today, was rude, appalling and just not in the slightest bit interested as she talked over the top of me nearly every time I tried to speak about the case, she wouldn’t escalate it anywhere, and when I said I’d write to the CEO she just said. – no problem it will just come to us anyway so do what you like! I mean have these people not seen the SMMT figures of sales!!!! Their market is apparently on its backside and yet they seem to think we are irrelevant!! Well love when you don’t have a job I hope you enjoy the dole queue!!!


The New Car:
Whilst I’m being assured of getting some resolution, I thought I need the car to be always available but yet even though I know the build quality isn’t that great, I called about a few diesel 4.4’s last week but after some contemplation I decided I have had enough of diesels and I’d like to buy a new or sub 100 miles L405 S/C 565 or 525 this week. I called about a car advertised on Autotrader, spoke to the sales manager [Melton Mowbrey] who said they would call back as it had 12k off unregistered if I took the LR finance, but didn’t call after me waiting 3 days. So I thought, I’ll use social media to express my disgust that even when you ask to spend over 100k you don’t even get a call back!!! So LR did contact me, but even after they said “we will contact them and get them to call you” they still haven’t called back. On the other hand, I have to say Bobby at Farnell has tried to help me this week [mind you when spending 144k you do expect a bit of attention] but without a car returned to me yet after 2 weeks in an LR dealer near me, I am stuck without car at the most needed time of the year, which has made me think in 2 years I’ll be in the same position using an extended warranty, so has really made me think twice is this the best route.

The Evoque:
If I’m honest I like it for being daftly stupid that a 4wd which is what she needs can be both a funky cool 4wd but a cab at the same time!! But it’s never out the garage, parts of it falling off like door handles, full heating systems not working for over 8 weeks and then have to wait 5 weeks to get it repaired!! Its service lights are always on even when not needed, it’s always needing adblu, and has chewed through tyres like nobodys business!!! It’s a total joke and the build quality like the entertainment system which either never works, never pairs with a phone properly or dials the emergency services on its own just it a complete load of rubbish!!

So that’s it, I’ve had enough, and hopefully can get my car back, be ignored by everyone in LR who I keep trying to explain I see as a single brand telling us a load of stuff on their website, but their brand is writing cheques their company can’t cash!!! They tell me “the dealer is nothing to do with us sir, youd need to talk to them” – Well I personally don’t believe that – they sell their brand, the warranty I took is with LR not Careplan as the clown suggested to me today to go and call!! I’m done, and as much as my time is valuable, I’d rather spend it with my family or buying from another brand than LR as they are not even close to the brand they suggest they are or advertise as!! all smug in my new plug!

2021 Westminster Black D300
2013 Vogue SE - gone
Some Porsche Cayenne guff pretending to be a 4x4!!
2006 Vogue
2004 Vogue
2001 Vogue

All too common mate, and truly dreadful service. On a more positive note, what’s in the shortlist for next time ? Back to German bacon?

The "LR Extended Warranty" you bought is Land Rover in name only

It is actually a policy provided by Car Care Plan, and level of cover does vary

We have only ever had 1 claim rejected by them, as that specific policy didn't cover wear and tear, but have successfully claimed for suspension bushes on other CCP policies...

“One life, live it” as they say - move on. (As in away from dealers) and write a letter to LR UK. With that amount of money your spending If I was lucky enough I wouldn’t even be looking at LR for the very reasons you’ve stated and experienced. What about a 405 with a lesser financial commitment with a water tight warranty through research on here. Even with a lesser budget and not through a LR dealer (not wanting to give them a penny ) you could still be in a RR. You know even if you move away, you’ll see one on the road and that’s when those voices start to convince you

It sounds like you have had a gut full of it, so I don't blame you.
Your dealer sounds like a nightmare to deal with, total lack of customer service. That alone would make me take my car elsewhere, but I guess you have limited options in that part of the country.
By way of contrast my wife's evoque was the total opposite, as was the dealer. In the 5 years we had it the only annoying issue was the stop-start not always working. The only failure we had was an earth wire breaking on the tailgate, fixed under extended warranty.

I will be interested to hear what you decide to go for.
The problem we had was trying to find another brand we liked as much as LR.
Granted I wasn't spending 144k, more like half that. We ended up buying another LR for her.


Speaking with friends with various makes they always joke about perceived LR reliability, but in practice they have far more issues with theirs.
The big difference is how their dealers bend over backwards to look after them. BMW and merc seem to have this nailed. Porchester are good but in my eperience still make you wait (maybe they asume all owners have alternate cars to use if necessary). Also when my porch turbo went in for a service I got given a Nissan micra as a loan car. Perfect for taking my customer to lunch in made him laugh though  Too many toys, not enough time

2011 4.4 TDV8 AB Black

One of the issues as I see it is that many main dealers are part of a much larger group and as thus are run by accontants. Now, I have no gripe with accountants, but imagine an engineering company run exclusively by engineers, hopefully you get my point.

The workshops are run to the maximum capacity with little if any room for last minute bookings and if they've got several weeks booked ahead the accontants think that's a good thing. For them it is, but what goes with that is often appalling customer service. They still charge a premium rate because that's the market they're in, but rarely offer a premium service experience (as they like to call it now).

To give the best customer service there needs to be some slack built into the system, this takes stress away from those working there and allows for emergency last minute bookings. The premium rate charged shouldn't be looked at as a cash cow, but as a means to achieve this. Obviously this will never happen becasue the Board of any plc answers to the shareholders, and they won't like it (until they can't get their premium vehicle booked in, but they won't understand why that is and that ultimately it's the fault of the system).

Finally, anyone thinking that by changing brand they will solve this problem is very much barking up the wrong tree. They might get lucky and find an alternative brand whose local main dealer is good, or they might just be jumping from the frying pan and into the fire. They're all as bad as each other. Drives:
2010 FFRR TdV8 Vogue - Stornoway Grey
2010 FFRR TdV8 Vogue SE - Zermatt Silver
1998 BMW E36 M3 GTII

Guys, I'm so glad of your responses, as I genuinely thought it was me just feeling hard done to!!

I wrote it all last night under a cloud of anger too, so realkly wasnt sure how I would come across.

I know the car is 6yrs old but jesus wept, its only 100k and they are talking to me like its from the 70's!!

I actually like the car and feel its better built than the new ones, and just feel this has turned into a complete mess!! with the only person gonna be out of pocket is moi!

Not read every post in full yet, but thanks for the posts. all smug in my new plug!

2021 Westminster Black D300
2013 Vogue SE - gone
Some Porsche Cayenne guff pretending to be a 4x4!!
2006 Vogue
2004 Vogue
2001 Vogue

Really sorry to read of your disappointing experience and can fully understand your frustration.

I gave up on recent Land-Rover product about 18 months ago. Similar reasons: annoying faults and woeful efforts by the main dealer to put them right. It got to the point where I suspected that they didn’t even open the bonnet - just washed it and rung me to tell me it was all fixed.

Rather than give up on the Range Rover experience completely, what about getting something German for everyday, then get yourself an older Range Rover for fun. I bought a 2004 V8 L322 a couple of years ago and have had loads of fun with it, albeit a fair few bills too! But I went in with low expectations on reliability. I also find the independent specialists and local garages a pleasure to deal with. A totally different experience to Main Dealers. How about trying to get an enthusiast owned Range Rover classic?

For your everyday wheels, a Q8 might give you the rarity and special feeling that you used to enjoy.

Very best of luck with however you decide to move forward.

Mr Tee wrote:

All too common mate, and truly dreadful service. On a more positive note, what’s in the shortlist for next time ? Back to German bacon?

I am struggling tbh.

Me needs are - Tow 3 Tonne upwards...so rules out PHEV rAngie anyway.

Want it to be massive inside....and be luxury. But I'd like a bit of a roar and decent steroe.....lol

If Porsche made a Q7 size Cayenne I'd buy the Turbo version of that tbh.

So at the moment I'm stuffed! RSQ8 great but small, Cayenne, maybe too small, Cayenne Coupe which my boy got yesterday, is amazing but even smaller boot, and Q7 just seems a bit.....bland inside. Cant afford nor would I buy a Rolls big thingy, Culinan......so basically not got a friggin clue!!!

I tried an Urus.....just not big enough, drove great but left wanting another V12 Lambo instead....so felt the wrong car to buy from them! and will 100 pound notes when RSQ8 hits the streets for half the money!!



Any ideas? all smug in my new plug!

2021 Westminster Black D300
2013 Vogue SE - gone
Some Porsche Cayenne guff pretending to be a 4x4!!
2006 Vogue
2004 Vogue
2001 Vogue

Mikey wrote:

The "LR Extended Warranty" you bought is Land Rover in name only

It is actually a policy provided by Car Care Plan, and level of cover does vary

We have only ever had 1 claim rejected by them, as that specific policy didn't cover wear and tear, but have successfully claimed for suspension bushes on other CCP policies...

gettingold wrote:

“One life, live it” as they say - move on. (As in away from dealers) and write a letter to LR UK. With that amount of money your spending If I was lucky enough I wouldn’t even be looking at LR for the very reasons you’ve stated and experienced. What about a 405 with a lesser financial commitment with a water tight warranty through research on here. Even with a lesser budget and not through a LR dealer (not wanting to give them a penny ) you could still be in a RR. You know even if you move away, you’ll see one on the road and that’s when those voices start to convince you

Might you consider a Bentayga? It would tow the weight and be quick. Not as practical as RR, but I have read suggestions on here that Bentley service experience is better than at LR dealers (not surprising as they only sell luxury cars, whereas LR is really a volume product, where the RR is at the top of the range (no pun intended).

IMHO one of the challenges is that LR decided to squeeze smaller family type dealers out of the network with very expensive showroom/workshop etc requirements, so you no longer have the option of going to Morrisons in Stirling which had a good name for example. It's harder to have a good relationship with a big chain, especially if they are listed companies which have to deliver ever increasing growth to meet market expectations.

My personal experience is that once one is at 10yrs/100,000 miles one has to be quite lucky to avoid regular expense and hassle, though some on here have clearly done very well, including with the benefit of preventative maintenance.

Good luck. Only Range Rovers since 1988

Stick to a good independent save the warranty money in a jar and get better service do the new purchase deal that LR offer and put their arm up there back and twist the wrist as well for a better deal car makers source parts mainly from the far east sorry but its luck of the draw when owning a car? as the saying goes Wheels, engine, and ti going to cost money.
You sound like you know what you want it's a FF but cannot bring your self to buy another one as nothing compares to wafting down the road in one. Go for the Independent Garage for service and cost they still use LR parts and are always exLR workers that have started up on there own.

Guess I'm just not overly loving the Bentley outside but inside is quite nice. I did see a black one a friend sent me the link of and it was pretty decent. After that I went on to thier approved used and literally seen nothing that didnt make me feel 85 and own a smoking jacket!! lol

I might go and have a look. Guess they have a big petrol likely as an engine so maybe that is the direction of travel.

I agree CS that what you say is probably very accurate and I guess it will only be a matter of time before the RR becomes an unsellable product between new car build quality and expectations of service that just cant meet what a customer spending that amount expects. all smug in my new plug!

2021 Westminster Black D300
2013 Vogue SE - gone
Some Porsche Cayenne guff pretending to be a 4x4!!
2006 Vogue
2004 Vogue
2001 Vogue

Tinman wrote:

Stick to a good independent save the warranty money in a jar and get better service do the new purchase deal that LR offer and put their arm up there back and twist the wrist as well for a better deal car makers source parts mainly from the far east sorry but its luck of the draw when owning a car? as the saying goes Wheels, engine, and ti going to cost money.
You sound like you know what you want it's a FF but cannot bring your self to buy another one as nothing compares to wafting down the road in one. Go for the Independent Garage for service and cost they still use LR parts and are always exLR workers that have started up on there own.