Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
Had enough of Land Rover - Perhaps its time to jump ship?
A shall warn in advance, this is a bit of a rant! No names mentioned here (yet) but i have contacted Pete with all the details.
As some may remember, My car has a squeaking steering column. Was told by the dealer to call out LRA.
LRA came out nice and swiftly, so praise there and heard the noise. Unfortunately the repair was beyond what the tech could do at the roadside understandably so it was arranged for the car to go into the dealership.
I was happy to drive the car in, so arranged to on the 7th November 2015. The tech also started the loan car process. I received a call on the evening of the 6th to arrange a car. I stated that due to my size (6ft 7) and the fact i tow for work, i required either a D4, RRS, FFRR with tow bar.
They couldn't tell me what was available at that time and i was told i would receive a call before 10am on the 7th with car information.
The 7th came, and at 10:30 i had received no call. I was due to go away so needed a car so started chasing. Numerous calls later, and many hours wasted, and a holiday cancelled, it was finally arranged.
Firstly i was offered a Discovery Sport which i rejected. I was told if i took a Jag, on the Sunday i could exchange for my requested vehicle. On the Saturday at roughly 3pm i dropped my car into Land Rover dealership and was collected to go to another location and collect a Jaguar sporty car. That was the end of it on the Saturday
On the Sunday, i received a call from LR to inform me that nothing was available and i was stuck with this car.
On the Monday (9th) i had to chase LR again to arrange a swap and it was agreed a Discovery would be delivered to me at work from Thrifty. This worked great and it arrived. I was informed that the Jag could not be collected at the same time and they would come separately. I informed LR that the car could not stay overnight for security and this was noted. By the time i came to leave work the Jag was still with me and i had to move it out to another car park a distance away as i had the Disco. They came to collect the Jag the next day but no contact was made with me, they just turned up.
So now i had a Discovery with a tow bar. Except the tow bar was not for a Disco. So numerous calls to arrange another car on the 11th November. I had a job to do and needed a tow bar on the Friday morning. Thought i had given plenty of notice. Come Thursday nothing was found.
On the Friday (13th) After putting the job out and costing me a lot of money, a RRS arrived to my home address, except i was at work. Once again, i now have 2 cars. The RRS however has a deployable tow bar so sorted on that front. I had 2 cars from Thrifty up until 18th (Weds). It is worth noting here that the issue was that LR had not notified Thrifty and that Thrifty were great throughout.
That takes us to today on the car front.
Meanwhile the dealership took a long time to even get round to looking at the vehicle. After chasing from my father due to me working, i was told a steering knock was found but the squeak cannot be replicated. I informed the dealer how to replicate. On the 17th November, they were struggling to get back onto my car to investigate further. I agreed to send in a video of the fault, which i did on Friday (20th). I chased Monday morning and was told that the car would be looked at that afternoon or Tuesday.
Having once again chased today i was told that they could not find the fault and i needed to come and carry out a test drive. I agreed to do it this Friday.
I then received a call back from LR dealer tonight to tell me that LR have told them that they must take the car back from me, even if a fault is discovered and that i need to book my vehicle in. They couldn't even tell me whether the steering knock has been fixed.
The reason for calling out LRA was due to the delay due to the dealer being busy and the fact that when i rely on towing for business, and they only have Evoques this doesn't work. This was a recommendation from the dealer to call LRA.
I find it ridiculous that after so long they are suggesting that i need to take my car back, which could have an outstanding fault, and give the RRS back. In my opinion, they have delayed this a long time, and i should only now get a car back that is 100% sorted.
We are not talking a 10,000 car here. We are talking £50,000 and to be treated like this i find unacceptable.
Well done for making it this far
25th Nov 2015 7:01 pm
DG Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50978
Frustrating for sure ...but there has never been a guarantee of a like for like replacement vehicle whether you pay £50k or not 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
25th Nov 2015 8:10 pm
Beno2
Member Since: 18 Apr 2009
Location: SE
Posts: 994
........ Not good service at all
But whether you spend 50k or 7k you should have the same service from the dealer.... D3 HSE
25th Nov 2015 8:25 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
DG wrote:
Frustrating for sure ...but there has never been a guarantee of a like for like replacement vehicle whether you pay £50k or not
Thats fair enough, but then don't make false promises.
Beno2 wrote:
........ Not good service at all
But whether you spend 50k or 7k you should have the same service from the dealer.... Thumbs Up
This is true, To give me a vehicle back that hasn't been fixed after this length of time is frustrating.
25th Nov 2015 8:51 pm
Brian_DL13
Member Since: 25 Aug 2013
Location: Teesdale
Posts: 1418
Bottom line is - this is the stealer not JLR (original issue apart) at fault.
25th Nov 2015 9:01 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
Agreed, however JLR apparently now want the car returned to me so they can get there car back.
25th Nov 2015 9:06 pm
DaveT
Member Since: 01 Aug 2005
Location: Cornwall
Posts: 2576
We get awkward customers at work too Long succession of Disco's since 2001...
SIII Lightweight - neglected & rusting. Bulkhead, A panels, vent panel & outriggers now disintegrated - Next years project!
25th Nov 2015 9:10 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
Don't see how I'm being awkward in this situation Dave? I should add that my cars has been in previous for this exact issue and is now back for the same issue.
All I want is my car back fully roadworthy
25th Nov 2015 9:22 pm
GLYNNE
Member Since: 06 Oct 2006
Location: KENT
Posts: 4695
I'm with you Jack, tell them they are not having their car back until yours is fixed
25th Nov 2015 9:25 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
I've PMed Pete as he's been a legend before and i would be keen to have his input on this one.
Thanks GLYNNE
I Should add one of my pet hates is not getting calls back when promised, the Land Rover car providers are the worlds worst at this. It's such a frustrating subject.
Last edited by JackNorris on 25th Nov 2015 9:29 pm. Edited 1 time in total
25th Nov 2015 9:25 pm
DaveT
Member Since: 01 Aug 2005
Location: Cornwall
Posts: 2576
Oops sorry, didn't realize you were being serious
Looks like the hire companies bent over backwards to attempt to solve your problems, despite not being responsible for your life choices, and that the dealer is satisfied that the car is ok to return to you?Long succession of Disco's since 2001...
SIII Lightweight - neglected & rusting. Bulkhead, A panels, vent panel & outriggers now disintegrated - Next years project!
25th Nov 2015 9:26 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
I'm not sure if your joking or what?
As described - Thrifty couldn't do more!
Land Rover customer care - they made the mistake then of telling me I could have a car with a tow bar, if the expectation was made then they should follow through? If they had said from the start that a discovery sport was all that was available then that's a different story! Working directly with customers also, the importance of the retaining customers has to be number 1. There is no business like repeat business!
The dealer can't find the issue, taking nearly 3 weeks to not find an issue isn't that impressive? Not only that but to have to always request updates also? I've sent videos of the noise and explained how to recreate the issue multiple times.
Last edited by JackNorris on 25th Nov 2015 9:33 pm. Edited 1 time in total
25th Nov 2015 9:32 pm
DG Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50978
JackNorris wrote:
Thats fair enough, but then don't make false promises.
True ....but despite your request you did say that they couldn't tell you at the time what would be available so did they actually make a promise ? It is frustrating and has been the subject of some debate in the past.
As for the dealership not being able to diagnose though that seems to be a fail ... they didn't look as far as :
TECHNICAL BULLETIN LTB00154v3 - "Squeak From Steering Gear" which covers the D421 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
25th Nov 2015 9:32 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
DG - PM sent with regard to that service action.
I was also told that I could have a car that suited my requirements, in addition my dealer also said that I would get the vehicle to suit my work, hence recommending I went this way
To be honest, that service action has put some light at the end of the tunnel so a massive thanks for that
25th Nov 2015 9:34 pm
JackNorris
Member Since: 06 Jul 2012
Location: Beds/Bucks Border
Posts: 1879
Big big thanks to DG
It may not be the problem but it's definately a possibility
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