Dickbrowne
Member Since: 23 Apr 2014
Location: Newport Pagnell
Posts: 144
  
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| In praise of... Stratstones!!! |
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Surprisingly!
Given my experiences of Stratstone immediately following my D4 purchase, it was with a sinking heart that I realised I'd need some warranty work undertaking.
To recap my earlier experience with Aylesbury (and I'll balance this with a caveat in a moment), the car needed a number of items fixing despite having gone through the comprehensive checking process that Land Rover insist upon for all approved used cars. During the fixing, some bodywork damage occurred and, fair play to Stratstone, they eventually fixed everything (although I'm still dubious about the bodywork protector having been applied correctly).
The biggest issue for me was communication - nobody was ever available when I called for an update on work, and nobody ever called me back so I never knew when the car would be ready and I never knew if the work was finished or it needed another visit.
It was in and out so often that, for the first six or eight weeks of ownership I never washed the car myself - the Stratstone valeting team looked after it for me.
So, there I was in Spain with a non-locking door and a sinking feeling. It needed to go back in.
I live in Newport Pagnell, so elected that, rather than use the branch in Aylesbury, I'd use the closer one in, oh year, Newport Pagnell. In I wandered last Thursday and explained my door-locking woes.
No problem, the service lady said, we'll take it in, evaluate it and then get approval for the work and rebook it. Already I was sensing disquiet - the double booking and two days without a car didn't fill my heart with joy.
The Friday before my booking, I got a call from Stratstone. Once more, I had a familiar feeling of dread - last minute alterations, bad news and let-downs were commonplace in Aylesbury - "Are you still OK to drop the car to us on Monday?" They asked. I confirmed that I was. "See you on Monday then", continued the voice. Oh, that was OK then.
I dropped the car off and was taken through a professional booking-in procedure (as they do in Aylesbury, to be fair). I also mentioned that I was getting some wheel shake and last time it happened it was a wheel bearing, could they look at it. And the headlight beam. And the suspension compressor.
None of which was a problem for them.
Late Monday PM, I got a call - there was no wheel bearing issue, probably wheel balance (which I expected), the headlights were set wrong, so had been re-set, and the suspension compressor needs replacing, as does the door lock mechanism. They had gained authorisation from the warranty company for the work, parts were on order and would I be happy to leave the car with them for Tuesday to get the work done, or collect and re-book it? I left it there, feeling that this could be the start of a long car-less period (Aylesbury had left me without a car for up to a week whilst waiting for parts).
The following lunchtime, another call - suspension compressor fitted, door lock fitted, but whilst doing the door lock, the mechanic had noticed some chaffed wiring in the door, and they were going to replace it under warranty. Again, parts would be in tomorrow, did I want to leave the car with them, collect it and bring it back tomorrow or rebook for another day?
Luckily I have a flexible job so I left it with them.
Midday, another call - Stratstone again. All done, we've washed it and it's ready for collection.
I have to say, I'm really pleased with the service at the Newport Pagnell branch. Identifying and replacing faulty parts is obviously a skilled job, but to some extent, it's something that anyone can do (to a greater or lesser degree, I'm not deriding the professional mechanic), but customer service is far less tangible, and making sure that a customer, even when things aren't happening exactly to plan, is kept informed, aware of the choices and happy is the difference between a good and bad customer experience.
We've all heard poor stories about Stratstone (and other dealerships to be fair), so I'm really pleased to be able to give some positive feedback for a change - long may it continue.
Now, the balance for the Aylesbury saga above, as promised - when I bought my car, the dealership was in the middle of a major management overhaul, with both DP and service manager being replaced, both acknowledged issues with customer service and as I've had no direct experience with them since the transition, I have no idea if things have improved or not - both individuals concerned were very positive in their outlook and seemed like they could resolve matters given time, I sincerely hope for the sake of everyone for whom Stratstone Aylesbury is their local dealer that the new team is succesful
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 20th Aug 2014 11:22 am |
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Washwipe
Member Since: 19 Apr 2013
Location: Bucks Oxon Herts Border
Posts: 3169
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After four visits to get the suspension sorted, when I did say on the first occasion it was the Compressor at fault, then they think that the Power Magic for the Blackvue is an engine enhancement chip. Whilst it still says Stratstone on the building at Aylesbury, it will be a cold day hell before I set foot on the forecourt.
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| 20th Aug 2014 7:11 pm |
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1967jester
Member Since: 05 May 2010
Location: Usually in the North East though I have been known to travel
Posts: 4484
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Nearly fell off my chair when i saw the title! Paul.
06 Java Black HSE - gone
12 Baltic Blue HSE - gone
15 Fuji HSE Lux
Club Biscuits, mmmm nice!
Traxide/Luna hybrid & Yellow top
Some Prospeed bits
+ some other stuff
Club N.E.R.D.s.
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| 20th Aug 2014 8:35 pm |
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outofyorkshire
Member Since: 27 Apr 2009
Location: Emigrated to Notts
Posts: 1021
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Just checked out of the window for flying pigs & can not see any... ah its dark.. that explains it  Cheers Ian
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MY13 FL2 HSE lux - just gone
MY10 D4 XS
MY07 D3 SE
Massey Ferguson 400 FIS AGTV - Arctic Cat by any other name...
Citroen C3 Picasso for SWMBO so we can remember what fuel economy is!!
Member of the Narpy torch club
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| 20th Aug 2014 8:41 pm |
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Dickbrowne
Member Since: 23 Apr 2014
Location: Newport Pagnell
Posts: 144
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I know!
There's many here (and I suspect other marque forums also) who have poor experiences of this dealer, myself included - there was a time when I investigated pursuing a refund for my service pack, I really wanted nothing more to do with them...
My local branch however (and I know that my experience isn't the same as everyone else's) have done a good job.
That doing their job correctly is worthy of note is, I feel, noteworthy in itself.
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| 21st Aug 2014 6:28 am |
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