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Awful Service - Lookers Land Rover Buckinghamshire
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Surfrider
 


Member Since: 20 Sep 2019
Location: Buckinghamshire
Posts: 49

United Kingdom 2016 Discovery 4 3.0 SDV6 HSE Lux Auto Corris GreyDiscovery 4
Awful Service - Lookers Land Rover Buckinghamshire

Just wanted to summarise this experience with Lookers Land Rover Buckinghamshire. Apologies in advance for the length!

Booked in for two faults. One with the passenger side rear door latch faulty. It would light intermittently trigger door open sensor while driving and also set the alarm off randomly while parked and locked. Also, the same door's keyless entry wasn't working. Grab the handle and nothing would happen. All other doors worked just fine.

Originally brought in on the 27th of December 2019. They said they replaced the door latch and the keyless entry issue was related to that. All was said to be working repaired and done. Picked up the car and lo and behold, there is zero change with the keyless entry. They looked incredulous when I pointed it out and was told to bring it the following week and they would fix it as I waited on site. (strike 1)

I bring it in the following week and after sitting around for well over 2 hours am told they need to replace the entire door handle. Further, they needed to order this part and it would take A MONTH to get it in! Quite annoyingly, I agreed and booked an appointment for the 11th of Feb, which was the soonest available. I was pleased to be told a courtesy car would be provided. (strike 2)

Come in for the 11th Feb 2 day booking for handle replacement and courtesy car. Upon arrival, I had to explain the ENTIRE problem all over again from scratch. Sat around for a further 30 minutes, as they didn't have the courtesy car ready at all. Was told it was dirty and no fuel. After a long wait, given a nice new 2020 RR Evoque with 1/4 tank of fuel.

Forward to the next day 12th Feb. I was called up and told my D4 was ready for pickup. Arrived with 8 months pregnant wife in tow to pick up the D4. Came in and handed keys to the courtesy car back, then waited 20+ minutes after multiple prods of staff to get the car brought around for pickup. As soon as D4 is handed over (still at LR mind you), I notice the red battery light is lit on the dash. Worse yet, as soon as I test the keyless entry, there has been no change whatsoever!! Still not functioning on the rear px door. They hadn't even bloody bothered to test the damn thing and handed it over with a low battery light. What in the actual F are they thinking?? Had master mechanic come out and say his job card just said replace door handle. No notes as to why or any mention of keyless entry system. Then had manager and other staff gathered around.. all the while I am just livid at this point. I was asked to re-book the following week and offered another courtesy car. Exasperated and frustrated.. agreed again. (strike 3)

Feb 17th booking appointment, wife brought the D4 in as I was busy with work that day. Wife called ahead and asked the courtesy car be ready and was assured it was good to go. On arrival, they took our D4 and then wife was given a crappy old Discovery Sport with nearly a dead empty fuel tank listing 35 miles left before empty! The entire process of drop off, paperwork, bring car around, then wait while they run back off to put petrol in, then hand over AGAIN took over an hour!! .. absolutely unacceptable. (strike 4)

This repair took 5 full working days. The fix action was supposedly that they "replaced a faulty door module". Whatever the case, it indeed did work and the D4 is back in working order. All completed under LR Approved Used Warranty.

Overall, this entire process took 4 different bookings over 9 full working days worth of appointments. Absolute lack of communication across bookings and job cards. Horrendous wait times in the service center. Courtesy cars not ready for appointment, handed over empty of fuel twice. My D4 handed back with them claiming the fault fixed twice without them obviously even bothering to check the repair. Once handed back with a battery fault lit on the dash.

Complete amateur hour incompetence from start to finish with this location. Beware.
 2016 D4 HSE Lux  
Post #212370625th Feb 2020 11:09 am
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chugga90
 


Member Since: 13 Aug 2014
Location: Buckinghamshire
Posts: 271

United Kingdom 2013 Discovery 4 3.0 TDV6 Commercial Auto Indus SilverDiscovery 4

Your lucky they had not battered it, called you a liar when asked why it is damaged and then taken three attempts to repair their damage!
Good luck with finding a better dealer in the area! Rolling Eyes
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Post #212371125th Feb 2020 11:15 am
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Pelyma
  


Member Since: 06 Jan 2005
Location: Patching, Sussex
Posts: 15189

England 

No the stock answer is, "That's how it is supposed to work sir, you shouldn't believe what you read on the internet and the manual is only generic so you can't rely on that."
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Post #212371325th Feb 2020 11:24 am
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Surfrider
 


Member Since: 20 Sep 2019
Location: Buckinghamshire
Posts: 49

United Kingdom 2016 Discovery 4 3.0 SDV6 HSE Lux Auto Corris GreyDiscovery 4

Unnecessary quote removed


There's truth in this. The day I had half a dozen members of staff stood around, the mechanic kept pressing the square button on the door handle trying to unlock the truck. I had to show how grasping the handle unlocks with the other doors. Another one insisted it only worked on the front doors. Then had to walk around to the drivers side rear door and show how it worked, yet the px side rear didn't.

Their "master mechanic" came out at one point and looked to be about 25 years old. In fairness, he suggested the door module, which was the fault in the end.

Just shockingly bad service all around.

I've already emailed JLR customer service and blasted them a 1 star google review.

If it weren't for the Approved Used warranty, I'd have it at an indy shop.
 2016 D4 HSE Lux  
Post #212373025th Feb 2020 12:28 pm
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Gary_P
 


Member Since: 03 May 2016
Location: Kent
Posts: 662

United Kingdom 2016 Discovery 4 3.0 SDV6 HSE Auto Corris GreyDiscovery 4

It is very frustrating when these dealership people don’t understand how the car they are fixing is supposed to work. It’s what they do for a living, so they need to be encouraged to show an interest, do some research and take opportunities to learn about the various cars they work on.
Glad is fixed. I have seen threads on low fuel in courtesy cars several times and it’s not uncommon. There was one on here explaining why it happens from a garage owners point of view.
Cheers
 Gary
-------------------------------------------

Discovery 4 HSE 2016MY 
 
Post #212374425th Feb 2020 2:33 pm
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Washwipe
 


Member Since: 19 Apr 2013
Location: Bucks Oxon Herts Border
Posts: 2982

England 2016 Discovery 4 3.0 SDV6 Landmark LE Auto Waitomo GreyDiscovery 4

Worrying thing for me, I think this is Lookers new site that only opened a few months ago, mine is booked in for its fourth service and MOT, next month, they need it for two days when it’s half a days work Rolling Eyes
I had an issue with them two years ago, now it’s seemed to have the bad eggs from the old Lookers set up ten miles away and from what I’m told, the dregs from Pratstones when they closed a few months back.
  
Post #212384525th Feb 2020 8:44 pm
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Disco3Ben
 


Member Since: 28 Apr 2017
Location: Buckinghamshire
Posts: 809

United Kingdom 2016 Discovery 4 3.0 SDV6 Landmark LE Auto Santorini BlackDiscovery 4

so where is a decent Indi in Bucks?

I've recently been dealing with James French for warranty fixes and I continue to be stunned by the sheer incompetence and terrible communication and lack of people skills of their front of house team.
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Post #212386025th Feb 2020 9:39 pm
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DrRobH
 


Member Since: 10 Oct 2015
Location: Hampshire
Posts: 765

United Kingdom 

Head over to Rovertune in Reading Thumbs Up
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Post #212386425th Feb 2020 9:56 pm
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Disco3Ben
 


Member Since: 28 Apr 2017
Location: Buckinghamshire
Posts: 809

United Kingdom 2016 Discovery 4 3.0 SDV6 Landmark LE Auto Santorini BlackDiscovery 4

Thanks Rob,

As soon as I am out of their warranty period I'll check out Rovertune Thumbs Up
 2016 D4, Santorini Black
2007 D3, Black - sold. 
 
Post #212387925th Feb 2020 11:19 pm
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Gareth
Site Moderator 


Member Since: 07 Dec 2004
Location: Bramhall
Posts: 25282

United Kingdom 2013 Discovery 4 3.0 SDV6 HSE Lux Auto Fuji WhiteDiscovery 4

The problem with Land Rover (and probably other major brands) is the public facing staff, the ones that meet greet give you coffee and write out the job sheets are not mechanical in the slightest. They are trained in PR and customer facing.

The few decent mechanics are kept in locked cupboards and not allowed to interact with joe public. They just have to interpret the job sheet as written and often it’s wrong.

It’s not how it used to be at LR dealers. When I got my first D3 there would often be meetings in the car park between me, service manager, mechanic and we would work through, talk about and demonstrate issues and problems and it would invariably get fixed.

Ok didn’t get cake and coffee, but I suggest the end result was better for all concerned and meant I bought more new cars. Not at the moment, I have not got confidence that I will have a good experience.
  
Post #212388325th Feb 2020 11:37 pm
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Washwipe
 


Member Since: 19 Apr 2013
Location: Bucks Oxon Herts Border
Posts: 2982

England 2016 Discovery 4 3.0 SDV6 Landmark LE Auto Waitomo GreyDiscovery 4

My dealings with Lookers a couple of years back, strange set up, you go to the booking reception, two girls filing their nails, you were assigned then to a service clerk who then is the only person you can speak to, whole process of dropping a vehicle for service taking well over an hour. The waiting area is full of customers waiting for the assigned clerk. The waiting area had six three seater sofas, all seats taken, we just wondered around the showroom, only to be told we should wait in the waiting area.Two girls on reception happily filing their nails.
No matter how many times you call for updates, no one but the your personnel clerk will tell you anything.
We fell out last year over the fact we booked ours in two months in advance requesting a courtesy vehicle, only to get a call forty five minutes before we were due to go in saying no courtesy car available as they were all allocated to other customers, the fact that the wife needed a car to get to work did not matter.

Coming to the end of the service plan.
  
Post #212389126th Feb 2020 12:22 am
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Moo
D3 Decade 


Member Since: 13 Aug 2010
Location: Wiltshire
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United Kingdom 2005 Discovery 3 TDV6 S Manual Zambezi SilverDiscovery 3

https://www.lookers.co.uk/complaints

They can't learn and change if they aren't told.
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Post #212389226th Feb 2020 12:24 am
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DrRobH
 


Member Since: 10 Oct 2015
Location: Hampshire
Posts: 765

United Kingdom 

Disco3Ben wrote:
Thanks Rob,

As soon as I am out of their warranty period I'll check out Rovertune Thumbs Up


Rob runs a very tight show there and is very customer focussed. Their new customer "office" might be open now = desks, wifi, coffee etc.
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Post #212390826th Feb 2020 8:27 am
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Disco_Mikey
 


Member Since: 29 May 2007
Location: Dundee, Scotland
Posts: 18841

Scotland 2005 Discovery 3 TDV6 HSE Auto Cairns BlueDiscovery 3

Surfrider wrote:


If it weren't for the Approved Used warranty, I'd have it at an indy shop.


An indy can do work under the LRA warranty...
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Post #212393926th Feb 2020 12:01 pm
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al cope
 


Member Since: 08 Nov 2005
Location: Oldbury, WM
Posts: 9604

England 

well at least (if I can say that) you got it into a dealer - I couldnt get 2 of the midlands dealers to even call me back when trying to get mine booked in for a service - obviously making too much money to need to book work in.

Al
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Post #212400826th Feb 2020 5:16 pm
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