So, I'm not too sure how to fully explain this but....

I ordered 2 Autobiography Range Rovers over a year ago and changed the spec to hybrids as soon as they were released back at the start of the year!

1 x P440e
1 x P510e

For both of them, we had a factory handover experience included which is tomorrow...

As a family we were absolutely delighted about it, we have had a fair amount of JLR products but never been to the factory etc...

Anyway, 1st issue... after checking over the spec of the order, I found out that the rear seat spec that the dealer was charging us for, actually wasn't even fitted to the car! (It was meant to be Comfort Plus seats but only comfort seats were fitted - £1100 per car!) One car was invoiced and paid for the other I was just about to do!!

This was for both cars, dealer had said nothing in the 12 months of waiting that this wasn't going to be an option and didnt even mention to us it wouldn't be on the car...

2nd issue... I had a call saying after fitting the deployable steps and the tracker at the dealer (before it gets sent back to the factory for the handover) one of the cars had completely lost all signal to the keys and would not lock or start. Only works if the key is put in the emergency position under the wheel. So they said collection tomorrow is now impossible...

3rd issue... I had another call from the dealer saying you won't believe this but we have found a big scratch on the windscreen of the other new car, which is currently now at the factory being prepped for the handover.
They also said that there is no replacement windscreen in the UK.

So after a long wait and prep for a very exciting day tomorrow. We are left with going to see the dealer first thing in the morning to sort this sh!t show out!!

Does anyone have any thoughts on how to handle this or any experience with the keys just not working?

I can't say how frustrated I am and how badly the dealer has dealt with this!

We are spending £300K and this is the service we get. It makes my blood boil!!

Sale of Goods Act.

(1) Tell them you are cancelling and want your money back, as neither of “Merchantable Quality”

(2) Go to Bentley dealer.



 “If it ain’t broke, don’t fix it” -where’s the fun in that?

Something doesn't add up here...... The factory don't deliver the car to the dealer on a transporter, fit the side steps, then send it back to the factory again on another transporter, before carrying out the handover at Solihull. That's complete nonsense.

Sidesteps are fitted at the factory and the PDI should also be carried out there. At least that's what happened with my current Range Rover.

So that’s exactly what I thought at first.

Surely they don’t ship it to a dealer and then ship it back… but yes they do.

I guess the only good part is that actual dealer is very close.

But apparently at the dealer they fitted:

Side steps
Dash cam
Mud flaps

That said, that’s the least of my worries atm!

I’m with Gremlin 500, you are spending 300k on two cars and have to put up with amateur crap like this. Cancel the contract(s) and go and buy decent cars.

Vote with your feet, I'm constantly amazed how loyal JLR customers keep turning up for more year on year after such shoddy treatment. It's a sad state of affairs with such a premium product ends up with this sort of customer experience.

Good luck. BMW i3 Electric Car
2012 Full Fat RR 4.4 TDV8 (now gone)
2006 VW Touareg 3.0 TDi V6

It is all well and good to say cancel the order but you placed the order I presume not because you were made to but because you wanted to - the issue is with poor service. I would be tempted to get in touch with JLR at board level to have a discussion and also start at the dealership I would certainly want in writing that fi the vehicle displays the same problem again you will be allowed to keep it and use it whilst they build you a new car free of charge. I would also ask for compensation for the disappointment to a value you feel is fair to you not them.
Good luck

Yes that’s correct,

I think for the value (although it’s very expensive) there isn’t another car that rivals the RR at the moment.

But the pickle we are in, is that we have sold both our current cars privately and are a little stuck.

We are going into the dealer this morning, but have no clue where we stand as yet or what they are going to offer.

The dealer yesterday said it’s the worst cock up he’s had in 20 years.

What sort of remuneration / compensation / gifts of good will could you expect in this situation?

(Their first comment was that we can order new cars but because they are hybrid they will more than likely be 18 months / 2 years!)

Call me cynical but aren't new hybrid Range Rovers worth a good premium over list price because of the two year wait...

Sounds to me like they are trying to get you to cancel so they can make a fair bit more selling them for more than list... Pete

__________________________________________________
2014 L405 Autobiography SDV8 4.4 Loire Blue Ebony interior
2011 L322 Vogue SE 4.4 TDV8 Baltic Blue. Parchment over Navy Interior. Sold
2012 L322 Autobiography 5.0 Supercharged Ipanema Sand, Jet Interior. Sold
2002 L322 Vogue 4.4 V8 Epson Green, Ivory over Aspen Interior (Fatty Offroader) Sold
-Click for Project Fatty off roader-

Yes it has crossed my mind! Probably £15k!!

Going to see the physical cars this morning so we will see.

I suppose you have to go and see what they offer if anything I have always made sure in circumstances that warrant tit to only ask for things they can deliver on so have a lookout the situation work out what you want and then ask if it is deliverable it makes it a bit easier - ie when they are serviced discount on labour rate car collection , replacement for time off road even regular visit s to have them fully valeted once a month. these are just examples of things that would work for me
I hope they really look after you and your family today and going forwards

Haylands wrote:

Call me cynical but aren't new hybrid Range Rovers worth a good premium over list price because of the two year wait...

Sounds to me like they are trying to get you to cancel so they can make a fair bit more selling them for more than list...

You cynical never Pete

Sandy, I don't know what you mean....

bruntyy, ask to speak to the Dealer Principal, a lot of the time they are not aware of situations like this, so make sure they are and demand to speak to them...

At the very least you should be loaned two cars as a fill in, this also makes them move with more urgency to resolve the dilemma... Pete

__________________________________________________
2014 L405 Autobiography SDV8 4.4 Loire Blue Ebony interior
2011 L322 Vogue SE 4.4 TDV8 Baltic Blue. Parchment over Navy Interior. Sold
2012 L322 Autobiography 5.0 Supercharged Ipanema Sand, Jet Interior. Sold
2002 L322 Vogue 4.4 V8 Epson Green, Ivory over Aspen Interior (Fatty Offroader) Sold
-Click for Project Fatty off roader-

Being equally cynical, if they see that you do not intend to cancel, the problems might have resolved themselves. However it develops I hope you get a satisfactory conclusion. John
2008 Stornoway Grey 3.6 Tdv8 Vogue
2005 TD6 Java Black Vogue - Written off!!
GAP iiD BT
2003 Discovery TD5 Auto, Nanocom Evolution - gone to a new home!
MasseyFerguson 152 - No electronics!! - Sold

@bruntyy,

I’m sure I’ve read on this very forum that deployable side steps are a Dealer Fit?
Certainly on my own vehicle, underneath they look like they.’ve been put on with a knife and fork, not quite a “factory fit”.
( A quite rough-arsed hacksaw trimming of plastic shielding around the rear motors/hinges)

I can’t seem to find that reference again, unfortunately, perhaps Stan can help…….  “If it ain’t broke, don’t fix it” -where’s the fun in that?