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mzc
Member Since: 05 Dec 2006
Location: South Australia
Posts: 36
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I have had poor results from BOTH LR dealers in SA, which is a problem as their are no more to try!
My "tribute" to Landrover Australia is finally finished and online:
http://www.landroverdiscovery3.com
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 21st Feb 2009 2:00 pm |
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Disco Driver
Member Since: 28 Feb 2009
Location: Canberra ACT
Posts: 55
 
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Rob
it's almost a year since your post and i can tell you thing's at the local stealer have not changed one bit! 
I came across this post looking for tips on a handbrake fault, which brings me to the latest  up from the local LR boys.
BEWARE RANT
the background.....
31 March 2009
I booked my vehicle into Local Land Rover for the 84,000 km service.
• During the booking call I requested an investigation into a knocking noise coming from front of the vehicle particularly when driving off road.
Drop off
• Service adviser ran through the list of items included in the service, I decided to accept the $11.00 wash, spray wax and vacuum option.
• I discussed the knocking noise and service adviser suggested I take a technician for a test drive to help identify the problem.
Pick up
• Diagnoses was “found play in steering tie rod ends and lower arm bushes need to be replaced part $520.00 labour $726.00â€,
• Recommended replacing wiper rubbers,
• Wash, spray wax and vacuum,
• I was advised that the next service was due at 96,000 km,
• Plus other listed items.
I mentioned that if I had received a call about the recommendation to replace the wiper blades I would have authorised new wipers be fitted. I would have considered this to be good customer service. 
I discussed the diagnoses with the service adviser, however I was not assured that this would fix my "knocking" problem, I was advised, “it was a startâ€. I drove from your dealership with little confidence in the diagnoses and was left to consider what other options I had.
When I arrived home I noticed that my vehicle had not been washed, waxed or vacuumed, perhaps hosed at best.
I only offered the feedback when I was called as part of a Local Motors Customer Service feedback initiative. Some time after the phone call I received in the mail a complimentary wash, wax and vacuum voucher. 
5 August 2009
I obtained a second opinion from a competitor regarding the knocking noise. I was advised the following;
1. Steering tie rod ends did not need replacing,
2. Lower arm bushes did need replacing,
3. The front struts where faulty and replacing them would fix the knocking problem, however the issue was not considered to be fatal.
The private LR repairer talked me through the diagnoses. We discussed that considering the play in the struts was not fatal, and that it was only noticeable when driving off road I could “spare the expense†for another time if required. However I was assured that this repair would fix the problem.
13 August 2009
• I had the front struts replaced by the private LR repairer, the faulty struts where shown to me as visual confirmation of the fault,
• The noise from the front end is gone. The vehicle drives like a dream!
Early October 2009
At approximately 92,000 km the service indicator appeared in the command centre. The lube sticker issued by the technician stated 96,000 km as the next service, this corresponds with my owners manual.
27 October 2009
As the local LR dealership performed the previous service I phoned and accepted the first available booking that was on 24 November 2009.
During the booking I advised & requested;
• The service indicator conflicts with lube sticker and owners manual,
• The amber engine warning light has appeared on a few occasions,
• The suspension warning light has appeared intermittently when off road height is selected,
• That the front and rear wiper blades be replaced as per previous service recommendation,
• That I wanted to redeem the wash, wax and vacuum voucher.
24 November 2009
• I arrived at Local Land Rover at 7:30am as requested to find the gates locked, the gates remained locked until I called at 7:40am
• The service adviser discussed the list of items included in the service, starting with "we are unable to offer the wash, wax and vacuum today", so I kept the “voucher†in my pocket and we continued,
• I explained that the service indicator in the commend centre is advising me that the car requires a service, which is 5,000 km earlier than I expected. I ask for this be to investigated,
• Adviser continues with the list of items, including the wiper, washer operation etc.
Pick up
• Adviser explains that the service indicator has now been set correctly and the next service is due at 104,000 km. I’m then informed that it is important for me to ensure that I stick to the correct service schedule. I find this comment unusual as the service indicator was incorrectly set by one of the technicians during the previous service, 
• We run through the remaining service items on the list,
• I examine the parts list and note that new wiper blades are not listed. Adviser informs me that the wiper blades have not been replaced and that the technician has signed off that they are ok. 
The left wiper blade leaves a 2†wide smear that is clearly visible from inside and outside of my vehicle. The rear wiper blade shudders.
• I expressed my concern about the technician overlooking something as simple as the wiper blades and I’m left wondering how thorough the remainder of service has been.
• I’m also left considering the issues I was left with from the previous service.
Adviser offered to hold my vehicle overnight and have a technician go over it again the next day. I did not accept the offer as a loan car could not be provided and I had prior commitments that night. At this stage I also had serious doubts about the quality of another service.
I advised that I was not comfortable with paying the amount owing as I wanted to have a think about how to best handle this situation and I did leave in my vehicle without settling the account.
I wrote to the LR dealership stating that i was interested to hear how they would like to handle the customer service concerns that I have experienced on two separate occasions when attending the LR dealership.
The service manager called me an offered the usual BS about the oversight and that they will learn from it 
I finally managed to get my vehicle back to the local stealer on the promise of a full service check, wash etc, courtesy car and 15% off the bill. 
I pick up the car and the adviser tells me that the technician wanted him to ask me "when did the vehicle have a wheel alignment"? About 3 months ago when i had the Pirelli's fitted, why is there something wrong? No, they just wanted me to check. After going back and forth on why. nothing, why, nothing i thought it and moved on.
the adviser then say's "the handbrake is noisy" and that "I should keep and eye on it" huh?
I've taken MY06 to them on 3 occasions and each time have been completely underwhelmed. Needless to say I'm going elsewhere.
Has the Moss Vale option worked out?
Cheers, Justin.
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| 1st Feb 2010 9:38 am |
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Rob Bruce
Member Since: 18 Jun 2006
Location: Canberra
Posts: 687
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I see nothing has changed, same old poor service and incompertance but by a new dealer
For a very complex 4wd real competance is needed and clearly these people are not up to the job.
This only reafurms my choice to sadly moove away from LR
The Defender was on my short list but build quality , lack of dealer service and competance, and reliability made the final choice to go to Toyota, previous experience with Toyota was although some dealers were not the best there service network was extencive and with every Toyota I have owned no or very little warrenty work was needed.
So some things had to be forgorne to have trouble free motoring.
I realy like the ferformance and ability of the Disco but never again, The two I have had have been just plagued with issues.
If these issues are not sorted out I cant see a future for LR which will be very sad.
Cheers
Rob MY05 TDV6 SE, dirt colour, Now cremated !!!!!!!
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| 1st Feb 2010 7:16 pm |
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RetiredBob
Member Since: 23 Feb 2006
Location: New South Wales
Posts: 183
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Justin
I have had a couple of small problems with the local dealer you speak about but nothing major. I have found them to be way above the level of the previous dealer. Just 10% would have been a massive improvement.
Know what you mean about them not being open in time. I waited at the front gate for 30 minutes and decided to drive around the block and found a back gate to the workshop. It would have been nice to have been told which gate to use.
I am booked in for a service next week (132k) so we will so how it goes.
It is interesting that in one of their early mailouts just before moving to the new workshop they stated that they had/were sponsoring a LR Master Technician from the UK for their workshop. If this is the case their service should have improved or is it the same in the UK?? Retired Bob
2005 Disco 3 HSE TDV6 (Dual Battery, Snorkel, Nudge Bar, Kaymar Spare Wheel Carriers, Long Ranger Aux Tank. LED Shunt, Centre Console Cooler, New Tail Shaft, New Gear Box, Rigged for towing) Towing Trakmaster Van as often as possible
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| 1st Feb 2010 9:31 pm |
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ianv
Member Since: 20 Dec 2007
Location: Bungendore, New South Wales
Posts: 338
 
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Hi Justin,
I've been in there twice in the last 6 months.
The brake vacuum system recal was carried out, no apparent issues.
I have attempted to order a new service book, today was the 3rd and last attempt I'll make there.
I am still going to Sydney, Trivett parramatta, and am happy with the quality of work, of course not everyone can build a work schedule that lets them do this.
My disco is at 116K and feels like new.
All the best
Ianv TDV6
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| 5th Feb 2010 3:34 am |
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Zilch
Member Since: 24 Apr 2006
Location: Sydney
Posts: 131
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Now mine is out of LR warranty, and now under Allianz extended, i use a LR Specialist at Brookvale in Sydney, at least 30% cheaper than LR franchise, and they seem to know Land Rovers and their "characteristics". My experience with LR dealerships over the last 3 years has been nothing less than wrist slashing.... No means of progressing problems except for basically changing everything until they get it right (or not)... Had nearly 9 months of wheel vibration which has blamed on:
Tyres, Wheel balancing, control arm Bushes, Ball Joints, front diff (all replaced/done/repeatedly done), still vibrates
Going to keep it, so i do not buy another and watch the depreciation and dealer network incompetence that will follow in the first 3 years, especially in terms of levels of loss, value and confidence.. another Pommie from the darkside
MY20 Defender P400 SE
MY103 RR Sport TDv6
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| 5th Feb 2010 11:11 am |
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jdea
Member Since: 02 Mar 2008
Location: Tannum Sands QLD
Posts: 176
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I think we are loosing the art of customer service in this country. The fundamental mistake they are making is, it not about servicing/fixing the car, it’s about meeting the needs of the customer…If you don’t bend over backward to meet those needs you risk future business……
I’m sure if you were treated with dignity and respect and felt supported you my have a different view...
My number one biggest problem in not my Disco, it’s the lack of support and a lack of trust with my nearest dealer so I go to one I do trust which is 600 KM away, or do it myself.
I’m wondering if Land Rover Australia is bending over backwards in meeting the needs of its customers…… The Dealers
update:
Maybe they are listening:
http://www.arabianbusiness.com/580787-toyo...land-rover
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| 5th Feb 2010 10:22 pm |
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