ronp
Member Since: 29 Nov 2006
Location: North Yorkshire
Posts: 15225
  
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| Is this really Customer Service?? |
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My D3 is in Ripon Land Rover, who in the past I have commended, but not any more!!
It was booked in yesterday [Mon] and has since been diagnosed as requiring a turbo!!
Unfortunately I'd been told that none are available with no date being given by LR.
With the help of forum member Glynne, I was able to secure a brand new unit and was having it shipped direct to Ripon Land Rover.
This was to arrive by special delivery - Friday before 10.30am.
This was so they could have the D3 repaired and back ready for me to be out on the road for Monday [earning my living].
When I made the service manager aware of what was happening, I was told "No, we cann't do it on Friday, were fully booked - we'll do it at the start of the following week"
I argued that I would have thought that as my job was effectively 'work in progress', that they would finalise the work the moment the part was available and get me back on the road again.
But NO, I've been pushed to the back of the queue because they've got 'customers' booked in on Friday.
So over a week with the D3 sitting parked up at the dealer.
Is it me?
Are my expectations too great?
Is this really 'Customer Service'?
If this is bad service I'll move on and find another dealer.
If my expectations are unrealistic, I'll bite my tongue and keep using them.
Last edited by ronp on 19th Jan 2009 12:20 pm. Edited 2 times in total
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 30th Dec 2008 5:12 pm |
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lee01277
Member Since: 06 May 2005
Location: Shed
Posts: 821
 
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I guess it’s the same with the trains.
If one gets really delayed, they tend to bin it and 'only' inconvenience those on the affected train, rather than sort out the problem that may entail more disruption down stream.
Sounds like you have been 'binned' as per above? ..............Somewhere in-between my old D3 and what's to come next .........
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| 30th Dec 2008 5:22 pm |
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MacLeod 313
Member Since: 18 Apr 2008
Location: away
Posts: 10723
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They could well be busy RONP, but their stance towards you is a bit negative. The best answer they should have given was "we'll see what we can do sir".
Seems that when the stealers are busy, they are rude n inpolite, but when quiet we get endless letters booking us in for a service, winter check, Mot, thank you for your custom etc etc..............
The techy's canny be that busy, some are to an extent cos alot of people do wait till this break to do servicing requirements so as not to take time off work.
Maybe you could go back and take the stance by demanding a completion date/time, and insisting they stick to it or you will claim against them for loss of earnings with the D3, or threaten to remove it and take your custom elsewhere now and the future.
Depends how well you got on with them in the past
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| 30th Dec 2008 5:35 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50962
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| Re: Ripon Land Rover ..... is this really Customer Service?? |
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ronp wrote:
When I made the service manager aware of what was happening, .
...and therein lies your mistake ron IMO...if it were me I would have put the plan to the chap before organising and assuming. The fact that they knew that the turbo wouldn't be forthcoming any sooner from LR meant that they would continue to deal with other appointments until a delivery date of the part was confirmed. I think you might be being a bit harsh TBH  21 year LR veteran > D2 GS 2003 > D3 S 2006 > D3 HSE 2009 > D4 HSE 2013 > D4 HSE 2015 > D5 HSE 2018 > DS HSE R-Dynamic P300e 2021
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| 30th Dec 2008 5:37 pm |
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countrywide
Member Since: 16 Sep 2007
Location: UK
Posts: 6019
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I think the first question is not the delay in fitting it, but the fact you managed to get one when they couldn't. 
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| 30th Dec 2008 6:22 pm |
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NJF
Member Since: 05 Oct 2007
Location: Gone
Posts: 2466
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Today I went to book the car into the Luxembourg dealer for a service PDQ (hoping for next week), and the earliest available slot in the workshop is Friday 16 January 2009. That was a bit of a surprise, but in the midst of the worst car recession since the oil shock of the 1970s, it's a reminder of how successful LR has been in the past few years.
Despite that, I think it's a bit rum for the dealer not to restart your job, unless it meant that even with overtime he'd have to bump another customer into next week.
Quick question, on start-up, does the "-nnnn" km number in the odometer display count down to the service or does it indicate the number of kilometers from which the service is overdue?
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| 31st Dec 2008 4:34 pm |
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simon
Member Since: 11 Jan 2005
Location: Shropshire
Posts: 18296
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Counts down then goes into the negative if you go past the due for service number.
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| 31st Dec 2008 4:38 pm |
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NJF
Member Since: 05 Oct 2007
Location: Gone
Posts: 2466
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Thanks, Simon. Feared as much. It's easy to miss that service indicator on start-up, especially when there's no "bong" and I'm not the daily driver. Does anyone know how far into the negative (i.e., how late) can a service be before the warranty is impaired? I guess 10% by distance? We're now late on km but we'll be 40 days early on the service day.
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| 31st Dec 2008 5:36 pm |
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al cope
Member Since: 08 Nov 2005
Location: Oldbury, WM
Posts: 10319
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I was told by dealer that service was OK to 500 miles either side of service point without affecting warrenty.
Al Volvo XC90 B5 Plus Dark
Gone - MY18 D5 HSE - Corris on 22's with Black Pack
Now gone - MY16 D4 SE Tech, Loire Blue, Almond Leather, Privacy, plus some other goodies.
Old - MY12 D4 SDV6 XS Auto - Ipanema Sand with Almond Leather - Plus other niceties, and D4.com sticker
Older - D3 TDV6 XS Auto - Lugano Teal with Almond Leather, 20" Stormers, Shiny Tailpipes, DVD/TV - and obligatory D3 sticker
Ancient - D3 TDV6 S - Tonga with Ebony, 20" Stormers, satnav & DVD
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| 31st Dec 2008 5:53 pm |
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Nobby
Member Since: 27 Oct 2008
Location: Harrogate
Posts: 78
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Hi ronp, I live close to Ripon Landrover and have had one or two issues myself, like went my 1 year old 110 went in for a little bodywork (wife's fault!) they gave me a bloody  old picasso to run round in and told my I couldn't have dogs in it ???? Makes you wonder what the farmers do!
If you want a bloody good job done on your D3 then a very good friend of mine has just left Ripon Landrover and now works mobile. He must be one of the most honest and reliable guys I know, great at vehicle preparation ( his speciality) and he just loves Landrovers. I've lined him up for any jobs that need doing on my D3 when the warranty runs out in 10 months time!! He will also be fitting my roof rack when I decide on which one to get (suggestions anyone) along with any other goody's I'm aloud to have ! 90 Defender(Daughter driving at the mo)
Mini Cooper SD Convertible (wife thing)
BMW R1200GSA LC
VW Transporter 4Motion
1982 Yamaha TR1
1985 Honda FT500
Triumph Street Twin
KTM390 Duke
Honda VFR800
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| 31st Dec 2008 5:55 pm |
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NJF
Member Since: 05 Oct 2007
Location: Gone
Posts: 2466
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al cope wrote:I was told by dealer that service was OK to 500 miles either side of service point without affecting warrenty
Oh bother. 
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| 31st Dec 2008 6:00 pm |
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ronp
Member Since: 29 Nov 2006
Location: North Yorkshire
Posts: 15225
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Nobby wrote:If you want a bloody good job done on your D3 then a very good friend of mine has just left Ripon Landrover and now works mobile.
But does he have all the diagnostic gear which is a must [for me] when servicing/repairing?
If so would be pleased to get his details.
ps I got a tiny W reg Pegeout from them.
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| 31st Dec 2008 6:18 pm |
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10forcash
Member Since: 09 Jun 2005
Location: Ubique
Posts: 16534
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I do 8)
Do you have the turbo and when do you want it fitted by?
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| 31st Dec 2008 6:27 pm |
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Nobby
Member Since: 27 Oct 2008
Location: Harrogate
Posts: 78
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But does he have all the diagnostic gear which is a must [for me] when servicing/repairing?
If so would be pleased to get his details.
ps I got a tiny W reg Pegeout from them.[/quote]
Having just spoken to "Mike" about this I have a little more info for you:
No he doesn't have any diagnostic gear
He was the one Ripon got to fit all D3 Turbo's so very good at it
You need a 2 post ramp
You also need about a day and a half to do the job 
Stick with Ripon is his advice and ask for a nice freelander as a loaner, cos you will be paying alot for the job !!
Sorry I couldn't be more help  90 Defender(Daughter driving at the mo)
Mini Cooper SD Convertible (wife thing)
BMW R1200GSA LC
VW Transporter 4Motion
1982 Yamaha TR1
1985 Honda FT500
Triumph Street Twin
KTM390 Duke
Honda VFR800
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| 31st Dec 2008 6:40 pm |
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ronp
Member Since: 29 Nov 2006
Location: North Yorkshire
Posts: 15225
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10forcash wrote:I do 8)
Do you have the turbo and when do you want it fitted by?
D3 still laid up at dealer.
Yep I did buy another turbo - £350 brand new - but then had to return it!!
[it's still available if you fancy it - pm for details]
Cos dealer said it wasn't the correct part plus they're not happy on fitting customer supplied parts.
So if they fitted it all onus is on me with no guarantees.
Turns out that the part was correct through microcat data from supplier, backed up with info from TLO.
So, now the one RLR have sourced is £750 [recond]!!!
Still awaiting supply and fitment.
But aftermarket warranty which pays 50% parts/100% labour states repair at LR Dealers.
So that alone has cost me an extra £200
Totally p!ssed off with the whole game!
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| 31st Dec 2008 7:03 pm |
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