Member Since: 21 Feb 2010
Location: Yorkshire
Posts: 624
Disgusting Service - CARRS TRURO
Carrs in Truro, What a set of T###S after traveling 8 hours to Crantock to have a weeks holiday in the D4, with 50 miles to go the D4 started making a grumbling sound when braking and juddering. Obviously with my wife and two very small children in I was slightly concerned.
I monitored it for 2 days on short runs and came to the conclusion I didn't want to risk traveling back 8 hours with this problem as it seemed to be getting worse. So I called my local garage back in Yorkshire Ripon Landrover and they said call Carrs as they are local and tell them your worried about traveling back with the children in. Ripon said if it was them and someone was in Yorkshire they would bring it in to check just to put the drivers mind at rest and see what's wrong as our theory was the handbrake was sticking on or the springs had broke and may cause over heating.
I called them and explained .. The silly stuck up bitch on the phone was a RIGHT snotty cow.
"No Chance" were here first words!! I said Please Please can you not spare half hour at all over the next 5 days for someone just to have a visual look "NO SORRY" was all I got. So I said ok can I have some help with another 4x4 mechanic nearby as I have no internet connection and can't find anyone and I'm concerned because of my family! "NO SORRY" She said I can book you in for two weeks time for a look if you want otherwise we can do nothing..I then kicked off a very small amount and said it was disgusting to which the woman hung up!! I have three Landrovers all bought from a main dealer and have never had such crap service in all my life!! Wonder what Carrs have to say as I'm contacting Landrover direct today about it.
22nd Jul 2015 6:18 am
stew 46
Member Since: 01 Dec 2011
Location: cornwall
Posts: 10147
What kers !!!!
I can find you some numbers if you want -------------------------------------------------
if you cant hold on dont let go , it ill come in handy for something even if you never use it.
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22nd Jul 2015 6:24 am
therealboss
Member Since: 21 Mar 2014
Location: Co Carlow
Posts: 1958
Thats very bad, if they couldn't help, surly they could have suggested another garage.
One thing I would point out is I work in the Service Industry and have told all me staff 2 main things.
1) If we can't provide service to someone, try and and help by giving some suggestions as to who might be able to help.
2) If a client kicks of on the phone, tell them, if they are rude or disrespectful, you will hang up the phone.
My staff have to put up with so much from clients, its unfair, if someone has an issue, they MUST act in an acceptable manner (Both my staff & the client).Dale
Member Since: 09 Feb 2014
Location: Truro
Posts: 2407
Sorry to hear about your problems, that really is poor service, although as they are my dealer too I am not surprised in the slightest, I find them, well best not say to be honest.
They currently have jobster's car in who's also on holiday and not much seems to be happening with that and in the past two weeks they have messed up two brand new Discovery orders, one arrived with the wrong wheels, the other with the wrong colour interior.
They are likely to be the only reason why I wouldn't replace my Land Rover with another one when the time comes.Andy
22nd Jul 2015 6:49 am
Gareth Site Moderator
Member Since: 07 Dec 2004
Location: Bramhall
Posts: 26775
Unfortunately this seems to be happening to my local dealer too. I personally have had no problem yet, but know plenty that have.
What seems to have happened is they rebuilt and upgraded the dealership, and combined with the Jaguar dealership. This has resulted in twice as much work coming through the door. However, I suspect that they have not increased workshop staff to cope.
My brother has a Range Rover sport, and recently it broke down. They would not look at it for twp weeks. He decided to buy a new one instead, but the salesman failed to call him back when he promised to do so, so he is looking at other marques now, and says that the Range Rover brand has got too big for its boots, and is dragging Land Rover down with it.
JLR dealerships need to up their game and remember who pays their wages!
22nd Jul 2015 7:05 am
DSL Keeper of the wheelie bin
Member Since: 11 May 2006
Location: Off again! :-)
Posts: 73085
Luckily for us there are still some good dealers. I'm sure when my number comes up on the phone display at Guava a call goes out "he's coming in, clear the decks for emergency landing". They truely have been excellent.
But the poor technician that is getting to know my car very well starts to shake when the call goes out.
22nd Jul 2015 7:12 am
Fitzy73
Member Since: 09 Feb 2014
Location: Truro
Posts: 2407
Not wishing to defend them in anyway, but with the next nearest dealer 80 odd miles away, I guess the summer season with lots of tourists brings extra work, as we have 2 forum members now looking for help just this week, so how many other owners must be in the same boat, so it can't be easy and with their own staff starting holidays as well.Andy
Can someone please post the name & contact details of the Dealer Principal, and if Carrs is not the ultimate holding company the contact details for their MD.
Two - everybody who suffers poor service should report it to LRCS.
NJSSAm I Gammon or Woke ? - I neither know nor care.
2016 Discovery 4 Landmark
2011 Mercedes Benz SL350 (R230)
1973 MG B GT V8 - 3.9L John Eales engine, 5 speed R380 gearbox, since 1975.
1959 MGA roadster - 1.9L Peter Burgess Engine - 5 speed gearbox
Past LRs - Multiple FFRs, Discos & a Series I - some petrol, some diesel,
none Electric or H2 fuel cell - yet.
There are 10 types of people in this world: Those who understand binary, and those who don’t.
22nd Jul 2015 7:22 am
Fitzy73
Member Since: 09 Feb 2014
Location: Truro
Posts: 2407
I would need to look it up, but I think Helston Garages is the wider group behind them.
I have certainly made my feelings clear about them to Land Rover.Andy
22nd Jul 2015 7:29 am
DG Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50978
What is the source of the poor service complaint though....the fact that they couldn't fit him in or the rude telephonist?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
22nd Jul 2015 7:32 am
Bill Wright
Member Since: 03 Nov 2007
Location: Glorious Devon
Posts: 3254
NJSS wrote:
Two suggestions:-
Can someone please post the name & contact details of the Dealer Principal, and if Carrs is not the ultimate holding company the contact details for their MD.
Two - everybody who suffers poor service should report it to LRCS.
They own Taunton LR, Yeovil LR, Exeter LR plus the franchises for every major car manufacturer in the South West of England. Our own members can vouch for the disparity in the levels of customer service within the group.Never take life too seriously. Nobody gets out alive anyway.
It's amazing the difference there is really. Some dealers you can just tell are good straight away - like the aforementioned Ripon LR. We stopped off there as one of the roof trims started lifting off as we were heading up the A1 (missing it's screws ) to see if they had any of the right screws. A chap from the parts department has a look - didn't have any of the right ones but stuck a washer in there for the meantime. "No, no charge. It's nothing. Have a nice trip."
I'm sure the story could be rather different elsewhere. Current: Discovery 3 06MY (55 reg) HSE Auto Zambezi Silver Allisport Fast Road Intercooler, V8 Brakes, Silicone IC Hoses, EGRs Blanked, Remapped, De-Cat pipe, FBHIC
Freelander 2 2007 HSE Manual Tambora Flame
Previous: FL2 56 reg SE Manual Black (written off )
Disco 3 06 reg B7S Manual Rimini Red
Disco 2 TD5 Y reg ES Manual Blue - Chipped
Several Discovery 300 TDis
22nd Jul 2015 7:59 am
RAW
Member Since: 14 Oct 2008
Location: Devon
Posts: 936
[quote="Bill Wright"]
NJSS wrote:
Two suggestions:-
Can someone please post the name & contact details of the Dealer Principal, and if Carrs is not the ultimate holding company the contact details for their MD.
Two - everybody who suffers poor service should report it to LRCS.
They own Taunton LR, Yeovil LR, Exeter LR plus the franchises for every major car manufacturer in the South West of England. Our own members can vouch for the disparity in the levels of customer service within the group
I agree with you Bill, Taunton Land Rover have always given me great service, but a visit to Exeter and they treat you like a number and don't seem to want your business. Even though all part of the same group all are individually run
Woody 32 on here is someone that could help if the dealer doesn't want to know MY18 RRS Autobiography Fuji White
MY15 D4 silver Commercial
MY11 D4 Fuji White Landmark (Gone)
MY11 D4 Silver Commercial(Gone)
Isuzu Utah D Max(Gone)
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NJSSAm I Gammon or Woke ? - I neither know nor care.
2016 Discovery 4 Landmark
2011 Mercedes Benz SL350 (R230)
1973 MG B GT V8 - 3.9L John Eales engine, 5 speed R380 gearbox, since 1975.
1959 MGA roadster - 1.9L Peter Burgess Engine - 5 speed gearbox
Past LRs - Multiple FFRs, Discos & a Series I - some petrol, some diesel,
none Electric or H2 fuel cell - yet.
There are 10 types of people in this world: Those who understand binary, and those who don’t.
Last edited by NJSS on 22nd Jul 2015 12:18 pm. Edited 1 time in total
22nd Jul 2015 9:59 am
THE DOCTOR46
Member Since: 21 Feb 2010
Location: Yorkshire
Posts: 624
DG wrote:
What is the source of the poor service complaint though....the fact that they couldn't fit him in or the rude telephonist?
The Issue is I was 400 miles from home with my family in the car and they wouldn't even take half hour to have a look. My local dealer would never do that if someone was in Yorkshire on Holiday!
The fact was that if the car did have the handbrake springs go and the handbrake was sticking on worse case the brakes would of overheated on a 8 hour drive and catch fire. My local dealer would of and has in the past helped people out that are really in the .. This lot didn't even ask anyone or give a toss if it was looked at or not.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
) to see if they had any of the right screws. A chap from the parts department has a look - didn't have any of the right ones but stuck a washer in there for the meantime. "No, no charge. It's nothing. Have a nice trip." 
Allisport Fast Road Intercooler, V8 Brakes, Silicone IC Hoses, EGRs Blanked, Remapped, De-Cat pipe, FBHIC
)
