DISCO4.COM - View topic - Yeovil - wont bother in future

adam

Member Since: 20 Sep 2005
Location: Home and Happy
Posts: 6917

My dealer experience across the 3 new cars that I have been fortunate to own has been very consistent across 3 brands - pick car up, do the work, call me to confirm is it OK to drop off and how would I like to pay for service / explain x work booked in for completed under warranty, car returned

I had a Merc from a dealer about 15 miles from where I live and got the salesman to give me a note on company letterhead that they would always pick car up from home address should it need service / work done on it - only had to remind service manager once

19th Nov 2009 7:08 am

JF Lux

Member Since: 08 Sep 2007
Location: A little country in Europe
Posts: 3522

2008 Discovery 3 TDV6 HSE Auto Java Black

Re: Buckets and sponges

pollafero wrote:
I should forward this post to a (any) Belgian LR- dealer cq. to Land Rover Belux. Bet they have a stroke right away.

Ain't that the truth... The next American ex-pat that calls it a "truck" is going to find out what 2.7 tons feels like on their foot...

Club "yes, I too have had the EGR's replaced..."
Club "yes, I too have had the compressor replaced..."
Club "yes, I too once had the car at the dealer for a couple of weeks nearly 4 weeks over 4 weeks...5 weeks"
Club "yes, I too have had EPB failure..."
Club "yes, I too get mysterious bings and bongs..."

19th Nov 2009 7:40 am

DesertRat

Member Since: 17 Nov 2006
Location: Herts
Posts: 49

2006 Discovery 3 TDV6 HSE Auto Zermatt Silver

I've not yet used Yeovil services for my vehicle but still intend to do so in the not too distant future. The continued positive feedback which I have seen about this stealer since joining in 2006 has been nothing short of fantastic. No doubt Peter the DP regrets any comments he may have made regarding the site. I don't feel a 90 mile round trip issue is justified, nor the fact that the car hadn't been washed. Sunroof issue ... can only suggest you take it elsewhere and hope that this fuss doesn't attract attention to your vehicle. Nat MY95 D1 V8 ES Polar White
MY06 D3 TDV6 HSE Zermatt Silver

19th Nov 2009 9:59 am

John C

Member Since: 28 Aug 2007
Location: East Yorkshire
Posts: 3292

2006 Discovery 3 TDV6 SE Auto Cairns Blue

To be honest, I can sympathise with any decent dealer or service provider on here. The bad dealers get slated, and no one seems to care. The good ones get glowing reports, building them up to almost "God-like" (I think someone said) status. Perhaps there's something of a feeling that the dealer is almost being held to ransom? 10 years ago, if you had the sort of concerns you'd had over YLR, you'd have told a couple of people at the pub, and that was it. These days your concerns over the same issue are broadcast to hundreds (1000s?) of D3 owners. Whilst they must be hugley grateful for the positive publicity on the site, which is very much deserved through good customer care, I'm guessing at times that even the most saintly of dealers is going to worry that if they get the slightest niggle wrong, or miss something then there will be a disproportionate level of publicity surrounding that issue. I guess when that happens, the democracy of the forum works, happy customers give alternative responses and someone neutral looking in on balance could see this is an isolated incident.

I expect my dealer to provide an excellent level of service and do their very best (which they absolutely do). However bundled with that is an expectation that there will be a number of people dealing with me and the car from when I drop it off, and any number of components/combinations of things that can go wrong. At some point, some time, mistakes will be made because no one's perfect, and because D3s are complex. I think its at those times that your dealer is really worth their salt because the decent ones will go the extra mile to sort it out.

I think there are some rotten dealers around that deserve the bad publicity. However, there are others who are excellent Duckworths, YLR, Lakeland TFC etc. I don't think that we should treat them softly as consumers and hide any complaints we have about them, however, I do think we should recognise the consistent high level of service being given and look a particular issue in context - was our concern an isolated incident, and therefore, what would a proportional level of publicity for that concern be? Are we trying to build a good relationship with the dealer over a number of years, if so, on balance, is it worth making a big deal out of an isolated incident. Perhaps this is even more so if the case had already been cleared up with the DP?

2020 SDV6 D5 HSE, Carpathian Grey +
2022 Tesla Model Y LR... almost Carpathian Grey
Previously : 2005 TDV6 SE Auto, Cairns Blue (288K) - ours for 16 years

19th Nov 2009 10:34 am

Bodsy
Site Sponsor

Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361

2007 Discovery 3 TDV6 HSE Auto Java Black

Re: Yeovil - wont bother in future

jonnyboy wrote:
When I queried it I met with a response along the lines of "Stop complaining, you did get your Disco3 discount!!" Seems not only did I get discount off the bill but also got it off the work and their tolerance of me as a customer.

In talking with their Principle, he made it quite clear that Disco3 loyalty was starting to become more hassle than it was worth.

This I think is the crux of the matter.

It is very true, that the D3 discount means that we as a group are not as profitable for YLR as their non D3 forum customers, however, we have been helping to fill in the work (including myself with 300 miles round trip) which they would not otherwise have had.

Whilst knowing that this comment may have been made in jest, it certainly wasnt received as such.

Re: John C post above, ALL dealers have the ability to do or die by the internet, not just this forum. Should we make a deal out of an isolated incident? Yes, why shouldn't we as this forum is all about peoples views and experiences with all dealers.
Even the $hitty ones like $trat$tone$ have had some good feedback posted, so it can work (and should) both ways.

There are occassions where they have been saved by Saint Nick as he really does bend over backwards (and I assume) gets good revenue from members here, again not as profitable as non D3 forum sales, but constant sales from all over the world nonetheless.

Perhaps we can find a way to do a rating and comments system (a bit like Trip adviser, only for dealers) so all the good and bad comments are visible together.

I think jonnyboy summed it up earlier in his post and it is all about expectations being set.
With ANY dealer of ANY manufacturer, in fact ANY service if you set the right expectation, you will get the right positive result, but only assuming you met the expectation that has been set (or inferred perhaps). Bodsys Brake Bible

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Clock/ SNOTM /3Flash / 4x4Info /BT Update /Service Reset/Error Codes / Gearbox Reset
See It Here

19th Nov 2009 11:01 am

Dexter

Member Since: 21 Sep 2007
Location: Aberdeenshire
Posts: 1394

Well said JohnC

My first approach would always be to let the dealer sort out any issues, give them a couple of opportunities and speak to different managers if needs be, and give them a bit of time to do so. We're all human and have off days, sometimes coming across differently than intended. The last resort would be to publicly lambast any business on a public forum which can potentially cause untold future damage.

Having said that, my preferred dealer is always willing to make a 100 mile round trip to pick up my vehicle for service and warranty work, leave me a loaner, has always washed and hoovered it (although I wouldn't complain if they didn't) and has cleaned & adjusted the EPB twice now under warranty.

Dex

19th Nov 2009 11:11 am

Renton

Member Since: 13 Jan 2009
Location: Somewhere in the middle
Posts: 1718

2005 Discovery 3 TDV6 HSE Auto Java Black

Re: Buckets and sponges

JF Lux wrote:
pollafero wrote:
I should forward this post to a (any) Belgian LR- dealer cq. to Land Rover Belux. Bet they have a stroke right away.

Ain't that the truth...

That's a fact then, no dealer car wash anywhere in the BeNeLux. CLUB ILLEGAL CAR WASHERS

19th Nov 2009 11:15 am

jonnyboy

Member Since: 05 Feb 2008
Location: Wiltshire
Posts: 251

2009 Discovery 4 3.0 TDV6 HSE Auto Baltic Blue

Bodsy, thanks spot on. The issue wasnt really in the details of what was/wasn't done but the attitude I experienced when I had the audacity to complain.

YLR got my busines through this forum (and I was happy to make the 90 mile round trip for the priviledge), I have posted good reviews on previous dealings so surely it would be reasonable to post my findings this time. I have had protracted converstaions with the DP over the last few weeks and posted here only when we had come to an "agreement" to call it a day and move on.

19th Nov 2009 11:40 am

JF Lux

Member Since: 08 Sep 2007
Location: A little country in Europe
Posts: 3522

Unfortunately, I don't find parts of this thread surprising when compared to how far too many posts have turned out over the last couple of months...

YLR has had fantastic reviews and support - but when someone posts their negative experience (which is their right) in the section specifically created for such posts, it seems the underlying tone is "don't you dare..."

It seems to me there is far too much of a sacrosanct view and old-school-boy-network approach to some providers on here now. Its almost heresy to say anything bad against them; and sacrilege to even consider using someone else...

Can't speak from direct experience, but it seems YLR deserve the praise and support it gets. But YLR upset a client. Shame it happened, but its inevitable it would at some point (law of averages etc). Probably not the first. Won't be the last. We should hear about it and accept it. If it needed defending, then YLR are best placed to do that.

(rant over...

) The next American ex-pat that calls it a "truck" is going to find out what 2.7 tons feels like on their foot...

Club "yes, I too have had the EGR's replaced..."
Club "yes, I too have had the compressor replaced..."
Club "yes, I too once had the car at the dealer for a couple of weeks nearly 4 weeks over 4 weeks...5 weeks"
Club "yes, I too have had EPB failure..."
Club "yes, I too get mysterious bings and bongs..."

19th Nov 2009 12:05 pm

John C

Member Since: 28 Aug 2007
Location: East Yorkshire
Posts: 3292

Good points JF

However, I think it's vital that the "right" to post a negative comment is balanced with the responsibility to post all the details of a particular incident - which is only fair.

I'm not taking sides at all, but as someone neutral (I've never used YLR for servicing), and I don't know JonnyBoy, but to me reading the first post sounds as though the DP, muttered something under his breath and walked away - and that was it, whereas in a more recent post:

"...I have had protracted converstaions with the DP over the last few weeks and posted here only when we had come to an "agreement" to call it a day and move on..."

It does make seem as though the DP has actually taken a lot of time on this one (arguably small) issues - which I think is pretty good - maybe that should have been mentioned in the first post?

I not defending YLR, or having a go at JB, just posting musings about dealers in general and how we could/should post the most useful feedback/information for those considering commercial decisions often based soley on what's posted on here?

2020 SDV6 D5 HSE, Carpathian Grey +
2022 Tesla Model Y LR... almost Carpathian Grey
Previously : 2005 TDV6 SE Auto, Cairns Blue (288K) - ours for 16 years

19th Nov 2009 12:19 pm

Russell

Member Since: 23 Aug 2007
Location: Kent
Posts: 10564

It is a pity the Dp did not take time out to talk to me

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19th Nov 2009 12:45 pm

NoDo$h

Member Since: 02 May 2006
Location: Finding new and exciting ways to milk badgers.
Posts: 19689

As has been mentioned elsewhere in this thread, dealers have authority levels where they can sign-off warranty work and bill it to LR without it being questioned. When, as appears to be the case here, you have a dealership with a reputation for being helpful you will find they see ever increasing numbers of warranty claims as people travel from far and wide for their panacea.

Sadly, this leads to the dealership breaching the approvals limit, so cases then have to be approved by ever more stringent checks and measures at Solihull.

This is why you can walk into Dealer A and get your EPB through on Warranty (because they've not put a lot of warranty through and can lose it in the overall warranty billing for that month) while Dealer B has to decline as they are "red" on the LR warranty costs audit and can't get reimbursed for it. There are other factors, such as whether the dealer feels they can take the cost on the chin against the liklihood of future sales, but with margins and sales this tight, sales departments and service departments have to fight their own battles in most cases.

Sadly, Dealer B is the public face of Land Rover, so Dealer B gets it in the neck. You can't draw parallels with retail warranties for TVs, iPods and fridges as there isn't the unique tie between manufacturer and retailer that you have in the motor industry. If Comet sell you a TV that goes pop they inspect, repair and or swap it and have the discussion with the manufacturer later (unless they've done a buy-out deal on warranty costs) but with LR it's the only product you sell and you are absolutely beholden to the manufacturer's approvals process.

This post is solely to explain why you might get different answers to a request for warranty work depending on how the dealer sits in the warranty audit league table - it's not meant as a defence or castigation of any one dealer.

It might be worth trying to put together a concise summary of how LR warranty approval works and make it a sticky as this comes up a lot (and I'm surprised at some of the responses from people who've been here long enough to have read this or similar answers on a number of warranty quibble cases). And I like Bodsy's idea of a ratings system on a par with Trip Advisor

I know it's not considered "kind" to say no these days, but no. Just no, ok? And if it's not ok, still no.

19th Nov 2009 1:40 pm

John C

Member Since: 28 Aug 2007
Location: East Yorkshire
Posts: 3292

Great post ND 2020 SDV6 D5 HSE, Carpathian Grey +
2022 Tesla Model Y LR... almost Carpathian Grey
Previously : 2005 TDV6 SE Auto, Cairns Blue (288K) - ours for 16 years

19th Nov 2009 1:42 pm

Bill Wright

Member Since: 03 Nov 2007
Location: Glorious Devon
Posts: 3254

2015 Discovery 4 3.0 SDV6 SE Tech Auto Kaikoura Stone

Here's a Trip Advisor type post to perhaps balance some of the downside:

http://www.disco3.co.uk/forum/topic42073.h...dbae568661

With apologies to TawnyOwl

Bill Wright Never take life too seriously. Nobody gets out alive anyway.

D4 SDV6 SE Tech Kaikoura Stone MY15.

19th Nov 2009 2:19 pm

GlosBoy

Member Since: 16 Oct 2009
Location: Chandlers Ford
Posts: 2444

2016 Discovery 4 3.0 TDV6 HSE Auto Aintree Green

This all sounds pretty emotive , which I can fully appreciate.

However, I would like some advice on servicing for future needs.

I am a new D3 owner and will be looking to take mine in for its first service (with me being the owner) just after Christmas

I would appreciate knowing if anyone has experience of my local dealers, either Cheltenham or Swindon - I am inbetween both.

Do I get Disco3 discount at either of these or do I need to go to YLR to get this? Not sure of the distance and whether cost effective as not sure of the deal.

If I find a dealer who offers this discount to forum members how do I qualify - I am assuming I will now get a blizzard of suggestions to buy Disco3 stickers

Mark

19th Nov 2009 2:44 pm