Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361
LR Warranty Work Survey.....
Well, just filled in my LR Survey following the shoddy warranty work that was completed by Shukers, Shrewsbury inthe summer.....
Going to book the recall work into Shukers Ludlow, I'm hoping that the two dealerships are like chalk and cheese.......
First question was an overall score on dealer feedback, followed by a freeform Why? field.
mmm where to start....
1) general not bothered attitude.....
2) Parts that should have been ordered through Critical Parts process were not, desptite ME giving THEM all the information they needed in order to do this process. (I called them the day before to check they had the part, which of course they didn't!) Very Luckily, that afternoon LR removed from constraint the part I needed (Shukers were unaware fo this, until I told THEM!) so they were able to do order the part in time for delivery on the morning of the repair date.
3) Lying to the customer (I believe that I am the customer, although they have different opinions it would seem) about the fact that they had not fixed the problem that I have before (aircon compressor pump), so it's taking longer than expected. Where I know that at least two (that I know of) fellow Discovery3 drivers have had exactly the same work carried out at exactly the same dealer.
4) Failure to complete works in reasonable timescale, I dropped the car off around 8.30 on the Thursday morning, told it should be ready by 3pm. After much discussing of the issue, was told at the end of the day that the technician had gone home and would probably be back early morning to finish it off.
Total refusal of a loan vehicle so that I could make my meetings planned the next day. After much discussing, I ended up with their parts delivery Ford Fiesta which needed to be back the next morning!
5) Promised 9.30am finish went past, whilst I waited at the dealers, 10.30.... 11.30... Almost there..... ( re-scheduling the meetings I had planned as each deadline failed to deliver) 12.00 technicians had gone on lunch..... Finally had it returned at 10 to 2 in the afternoon a day late and all of my planned meetings lost.
6) Even though I kept stressing that I needed it back as quickly as possible, when it finally came back to me, they'd spent 1/2 hour cleaning the damn thing! I JUST WANTED IT BACK!!
7) Whilst away in France the following week, I helped another tourer to jump start their car from my Aux battery. Low and behold there's a great big hole punched in the cover. There's only one place that that could have happened!
On the phone to Shukers again who immediately denied that it would have been them. Further discussion ensued and they finally asked the technician who repaired the car who admitted that he had broken it. Further discussion followed with Shukers suggesting that I should order it (as clearly it's a special order part....!) and then get a refund from them afterwards.
I educated them on the Standard Aux battery cover that comes with EVERY Discovery 3 and suggested that they should take one off of any that they have available in the showroom.
I still had the fault with the overhead central sun screen, which they had not repaired and to be honest, I'm not going to give them the chance of repairing my car again.
Absolutely appalling, so that's why I have given them a rating of Very Poor (and you have nothign lower than Very Poor)
I need to have my recall work completed (as well as the replacement Aux Battery cover & sunscreen replacement) and I'm informed that Shukers in Ludlow have a more professional attitude (and better technicians!). Time will tell!Bodsys Brake Bible
Sorry to hear of your problems Ian, I had mine in a Ludlow this Thursday for a new diff, back the same day
"I know that you believe that you understood what you think I said, but I am not sure you realize that what you read is not what I meant"
27th Nov 2009 1:35 pm
mzplcg
Member Since: 23 Jun 2009
Location: Gone
Posts: 1087
Christ !! You couldn't make it up ! All credit to you for resisting the urge to lamp the service manager. Truly shocking, they even tried to cover up damage they'd done. That would destroy all trust for me. Crap service is one thing but lying to a customer is quite another.
Hope you get better luck elsewhere fella.
Dom
27th Nov 2009 3:01 pm
DSL Keeper of the wheelie bin
Member Since: 11 May 2006
Location: Off again! :-)
Posts: 73081
I thought Shukers had a good reputation, if so just shows how quickly things can go down hill! Once had a Merc A Class where the spanner monkey slammed the bonnet down on tools left on the engine. Noticed upward dent immediately when SWMBO got it back but stealer tried to argue it was my fault. After loud discussions in their servicing dept (well within earshot of the showroom) they agreed to fix it. Got it back, said that's it - no more Mercs and traded it in for a Defender. Manufacturers should realize that crap dealers loose them sales and it only needs one bad one to have that maufacturer added to my Ban List!
27th Nov 2009 3:14 pm
Bodsy Site Sponsor
Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361
I'm relying on yours and Simon's Ludlow experience when I get them to do the recalls Chris Bodsys Brake Bible
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