Bill Wright
Member Since: 03 Nov 2007
Location: Glorious Devon
Posts: 3254
  
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What Winger said.
I thought it was a perk to be honest. I have a car valet home here - called SWMBO. 
Bill Wright Never take life too seriously. Nobody gets out alive anyway.
D4 SDV6 SE Tech Kaikoura Stone MY15.
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 18th Nov 2009 7:31 pm |
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lafona00
Member Since: 30 Nov 2007
Location: Dubai
Posts: 808
  
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Winger wrote:The thing I find puzzling is all the talk about washing.
I send my car to YLR to be serviced or mended, not to be cleaned. I do not, and never have, regarded having my car cleaned as part of the service specification.
You are absolutly right... this is why I have never complained... now if it is part of their pricing/customer service, I would expect to get it.
But of course... as I am waiting for the car while they are doing the job... that is may be the reason why. Arno
No more LR... but a Toyo
 Disco 3 XS Auto - MY2008 - Leather, heated seats.
 Def 90 - 1993
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| 18th Nov 2009 7:37 pm |
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highbayrack
Member Since: 09 Jul 2008
Location: Northamptonshire
Posts: 2776
 
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Dealer Principles...........Don't you just luv um  On a mission to find the perfect Pork Pie. Just Found it (I think)..(Yes I have)
Official product sponsor for "Bloodhound SSC" 1000+ mph world land speed record
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| 18th Nov 2009 7:45 pm |
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SJR
Member Since: 09 Aug 2006
Location: East Manchester
Posts: 4030
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Is that a deliberate spelling mistake?  I believe that every human has a finite number of heart-beats. I don't intend to waste any of mine running around doing exercises.
Buzz Aldrin (1930 -
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| 18th Nov 2009 7:47 pm |
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highbayrack
Member Since: 09 Jul 2008
Location: Northamptonshire
Posts: 2776
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Exactley On a mission to find the perfect Pork Pie. Just Found it (I think)..(Yes I have)
Official product sponsor for "Bloodhound SSC" 1000+ mph world land speed record
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| 18th Nov 2009 7:48 pm |
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Winger
Site Moderator
Member Since: 15 Feb 2005
Location: UK
Posts: 3428
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NeilD wrote:I now expect it from all my service agents, that includes Audi. My father has Honda's for company cars and they get a clean too!
Sort of sums up, in two sentences, why we are where we are today on our little sceptered isle......
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| 18th Nov 2009 7:59 pm |
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mzplcg
Member Since: 23 Jun 2009
Location: Gone
Posts: 1087
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Ultimately, YLR have to make a profit to stay in business. If LR warranty (car care plan I believe) refuse to pay for the EPB repair then how many customers are the dealers supposed to subsidise in the name of goodwill?
My personal opinion is that a parking brake (handbrake if you prefer) requires maintenance just the same as the old lever based ones did. For some strange reason, presumable because it is electronically controlled, I get the feeling people expect it to be maintenance free. It isn't and it needs paying for in the same way we used to pay to have the manual handbrakes overhauled. Brakes are service items. Do you want new front pads on warranty as well? Sorry if this offends but it's the way I see it. So if you don't want to pay, there is a very good "How To" on this forum and it requires only a basic set of tools.
And to try and pre-empt the inevitable barrage of "failures", anyone who ever had a deafener well knows about crappy handbrakes. They weren't warranty items either. The EPB is what it is, somewhat under-engineered but in my experience perfectly serviceable if kept in good mechanical order.
The EGR valves & cleaning etc.....well it takes time and effort. The spanner man has to be paid. If the warranty won't cover it then you have to. Or alternatively drive it until it fails and call LR assist.
Lack of a wash and hoover.....do you not possess a sponge, bucket and vacuum cleaner? And as for collecting from 45 miles away, sorry, I wouldn't do that either if I were them. All this does is increase operating costs which results in higher service costs for all customers. Much as I like the peeps on this forum I have no wish to subsidise their charges. If you want it washed and hoovered pay a valeter. If you want it collected be prepared to pay for it. Low loaders come in at about £150 for such a trip I recall.
The confusion and managing expectations I can sympathise with to a degree. There is a simple answer here too. Put your "To Do" list in writing and also make clear which parts you expect to be covered by warranty. This can leave no room for misunderstandings to happen.
Whilst I have never used YLR for servicing I have always found Nick to be helpful beyond what I would expect elsewhere and he gives a good discount. Also, the DP has staff to deal with all routine stuff and he can rightfully expect them to be doing this properly. DP's are very busy people which might explain the speed of the reponse and you also have no way of knowing if he's up to his ar5e in it elsewhere. My point is to try and put yourself in his boots for a moment. You can bet there's an accountant somewhere giving him a hard time as well. There always is.
Sorry if this offends, it isn't meant to. I just think you might be expecting a little too much. Yes, I agree that service levels vary and yes, there are dealers who we like to avoid. YLR, when compared to the really bad dealers are a shining example of how to get it right from what I can tell. But surely, even the good ones are entitled to a bad day? It might have been just that.
Cheers
Dom
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| 18th Nov 2009 8:05 pm |
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Mark Y
Member Since: 14 Sep 2008
Location: Warwickshire
Posts: 1249
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That's it then, Iain I hope your monitoring this thread, don't forget your bucket and sponge for the next service
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| 18th Nov 2009 8:06 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50978
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When judging service on any level I tend to view the whole rather than have a major loyalty failure over any minor shortcoming. Would I throw my toys out because the motor hadn't been washed...never  ...but am I pleased and appreciative when it has been done....always
I have always tried to be very clear in my business as to what I can and cannot provide as a service and in doing that it offers less opportunity for expectations to be clouded. I welcome compliments, but I always welcome constructive criticism more.....why? .....because that is the only way I can truly improve my operation.
From what I have seen, heard and read about Nick and Yeovil in general they go out of their way to deliver the best service one can expect from a dealer 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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| 18th Nov 2009 8:11 pm |
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countrywide
Member Since: 16 Sep 2007
Location: UK
Posts: 6019
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mzplcg wrote:
Lack of a wash and hoover.....do you not possess a sponge, bucket and vacuum cleaner?
The expectation is there because it is a contractual part of being a authorised Land Rover dealer to wash a car after a service.
I don't think it done out of generosity by any Land Rover dealer.
It is a marketing tool to reinforce a brand as a prestige brand and something special and it works.
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| 18th Nov 2009 8:35 pm |
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10forcash
Member Since: 09 Jun 2005
Location: Ubique
Posts: 16534
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Dom, couldn't agree more
ISTR that when a vehicle is presented to YLR you are asked to sign two distinctly different bits of paper for chargeable and non-chargable work, having always took my vehicle to them, i wouldn't know if this happens when a vehicle is collected but would assume it should be the case
Mark, i'll happily wash your car, can you guess the hourly rate
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| 18th Nov 2009 8:51 pm |
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WOODY179
Member Since: 01 Jun 2005
Location: Chesterfield
Posts: 3654
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My D3 does not go to YLR - but that's to do with the distance more than anything else and the fact that I have a very good local dealer.
When my D3 does go in to the dealership I do not expect it to be washed - if it is then thats a bonus but I'm not bothered if it isn't.
I had the same surface cracks on my sunroof brackets and this has been looked at, but was not replaced because the cracks are only on the surface of the brackets - if it gets worse then it will be covered under the original manufacturers warranty as I have mentioned it (was even told this by the dealership who was very apologetic that they could not replace the sunroof yet) - regardless of the fact that I have extended the LR warranty.
I wouldn't expect any dealership to collect my car if I lived that far away from them, I believe most dealerships only offer this service for local customers - 15 - 20 mile max.
EPB cleaning - well mine has been cleaned a few times at no cost but I expect that this is goodwill as I bought my D3 (and the last 4 Discovery's I've owned) from them. 1996 Discovery 1 300TDI ES Biarritz Blue, sold
1999 Discovery 2 TD5 ES Rioja Red, sold
2002 Discovery 2 TD5 ES Buckingham Blue, sold
2005 Discovery 3 TDV6 HSE Adriatic Blue, sold
2006 Discovery 3 TDV6 HSE Zambezi Silver, sold
2011 Discovery 4 SDV6 HSE Nara Bronze, sold
2016 Volvo XC60 D5 AWD Lux Nav Twilight Bronze, sold
2020 Range Rover Evoque P250 First Edition, Nolita grey, sold
2023 Range Rover Evoque P300e Autobiography, Carpathian grey
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| 18th Nov 2009 8:53 pm |
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Russell
Member Since: 23 Aug 2007
Location: Kent
Posts: 10564
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As said earlier the service/attitude of the customer service staff was excellent, the car was also washed and hoovered. However the work from the workshop and the lack of responce from the dealer principal is what disappointed me. I can accept one mistake (pollen filter) not been fitted correctly, but also to have the oil seal damaged on a key item like the brake vacume unit is unacceptable especially when they had obviously not checked it after the unit was re-fitted, had they done this I am sure they would have seen the oil leaking from the joint. MY17 D5 1st Edition Namib Orange
MY15 D4 HSE Kaikoura Stone
MY12 D4 HSE Nara Bronze Sold and gone
MY11 D4 HSE Stornaway Grey Sold and gone
D3 S spec Silver Sold and gone
Tow bar, full length roof bars, side steps, tow bar storage unit, surround camers.
D4 camera club
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| 18th Nov 2009 8:55 pm |
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Winger
Site Moderator
Member Since: 15 Feb 2005
Location: UK
Posts: 3428
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10forcash wrote:i wouldn't know if this happens when a vehicle is collected but would assume it should be the case
That is the case.
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| 18th Nov 2009 9:02 pm |
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