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CRC@LandRover
Verified Account
Member Since: 12 Oct 2012
Location: Coventry
Posts: 415
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sjmw wrote:
Pete, if you read this, it would be really interesting to know how LR is doing that and is engaging (to use some horrible jargon) in a positive feedback loop with its user community, a large part of which is presumably represented by this forum
Hi all,
DG has answered this very well in the previous post but just to reiterate; we do rely on two main factors, one is the reporting of the dealerships who have the ability to raise quality concern reports which are monitored and patterns looked for, the second main source is the parts departments of the dealerships. As ALL of our franchised dealerships, as well as many customers and several independents will use genuine LR parts, we are able to look for concerns raised with high orders of specific parts or component concerns raised, again the dealerships ordering these parts can raise quality concerns at this stage also.
Also on top of this, I also have regular meetings where I highlight any trends and concerns that are frequent and current on the forums. This can be anything from concerns with dealerships, to part delays / availability, order delays, website concerns and much more. Obviously as with many processes, resolutions can take time, however I did just want to reassure you that concerns raised on here as well as many other forums are not falling on deaf ears.
Plus should you ever need a specific concern addressing or wish to discuss something further with me directly, please feel free to send me a PM with the details.
Many thanks,
Pete
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 19th Dec 2013 9:09 am |
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mse
Member Since: 27 Jun 2005
Location: Shropshire
Posts: 2707
 
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Most of the points of Pete, DG and Martin I agree with...totally.
Guy Salmon is a good dealer, in my opinion and look after me well (if the last sales guy was a little better), certainly better that stratstones could ever achieve and the dealers are a totally the week link. LR do place to much reliance in them and get too much bad PR from their failures.
That said - there is something amiss (that caused my dealer problems) between the pdf dealer information (which is on here and I already had), the UK brochure and now the website configurator. Im still not convinced I've got the right spec (or spec I wanted) and/or the best price/pack combination. The dealer didn't have the dealer information when the initial spec went in way back when. I do think initial dealer info should be out in advance and the website up the moment you can spec the cars for build.
Interestingly I might have spent a bit more money, but missed my last change day because I didn't know when that was (probably a dealer thing) and still had gaps in knowledge around options etc because of the information.
I cant now do anything about the spec issues if they are wrong or not as the dealer thought and explained to me (and I separately verified). Shouldn't be quite this blind at this stage - definitely more transparency from launch day.
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| 19th Dec 2013 7:28 pm |
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simonc6875
Member Since: 11 Jun 2011
Location: Mintlaw
Posts: 23
 
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After reading these comments I thought I'd add my disappointment to the equation. After ordering a my14 at the end of November from my local dealer, using as much information as I had at the time about the my14. I'm now annoyed to learn that the XS model doesn't come with the full Day time running lights, the XS only comes with a single DRL (almost like a spot light) not the full DRL as shown when the lights are on in the brochure. To get the full DRL it's a £710 option !!!! Come on LR, I'm spending almost £49k and you won't give the full DRL.
All of this information should have been given at launch date note month and a half later.
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| 19th Dec 2013 9:33 pm |
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sjmw
Member Since: 05 Jan 2012
Location: Bristol
Posts: 218
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Quote:Interestingly I might have spent a bit more money, but missed my last change day because I didn't know when that was (probably a dealer thing) and still had gaps in knowledge around options etc because of the information.
I cant now do anything about the spec issues if they are wrong or not as the dealer thought and explained to me (and I separately verified). Shouldn't be quite this blind at this stage - definitely more transparency from launch day.
I agree, same here. Sense I get from GSalmon Bristol is one of frustration with LR re the timely production of information. They've been very good and lent me a new (4k mikes) white XS today for 4 days to take the family to Center Parcs in - thanks guys, much appreciated.
Had a chance to look at the other stuff whilst there and was interested that there wasn't enough room in the RRS for my right shoulder - reminded me of my Series III and Defender days. I'm 6'5" but not porky so was a bit surprised, to say the least. Not a problem in the FFRR. Was also shown the 3rd row of 'seats' - there was more room in the back of my 928 all those years ago!
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| 19th Dec 2013 11:21 pm |
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rich06
Member Since: 06 Feb 2014
Location: england
Posts: 46
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we have order a my14 disco 4 commercial ordered it in November but when the new spec sheet came out was completely different and no one seemed to know whats actually going to come on it especially as the packs didn't actually have the things in them that they said on the internet for example the vision pack does not have half of what I says in it.
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| 10th Feb 2014 8:12 pm |
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sj9011
Member Since: 04 Jun 2011
Location: Southampton
Posts: 356
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For my 2 cent worth, I do agree with the poor attitude that LR dealers present, they do seem to give off a "better than thou attitude", it's more of a problem when you need to purchase the vehicle for it's actual abilities IE commercially tow 3.5T, not just as a Chelsea Tractor!!!!!!!. Tacho ???? are you sure you need one Sir???? O licence and commercial Discovery???? sorry Sir no idea what your taking about , we sell Land Rovers here not trucks, may be you should pop down to the Iveco dealership.
Sean
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| 10th Feb 2014 8:29 pm |
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dean.hall
Member Since: 25 Dec 2013
Location: Back on the Betty Ford Clinic
Posts: 94
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I just wanted to add my little bit here.
I have just bought my first Discovery and before I bought it I was in and out of the showroom more than the salesman at times. I asked millions of questions about the car and he checked out which colours and spec were available for me until I eventually decided I wanted a new one and placed my order for a 2014 MY car.
The salesman couldn't help me enough and while I was working overseas he regularly sent me emails keeping me informed of what was happening and then took pictures of my car when it arrived while I was away at work.
At no time did I get the impression that any question or request was too much and once I look to getting my next car I will definitely be going back there.
If at any time I felt I was not being treated as a valued customer I would have taken my money somewhere else.
If you feel your not getting treated right then go elsewhere. There are loads of dealers around and unfortunately some are better than others going by the comments on here.
I got treated badly years ago by a bike dealer so just started buying my bikes from somewhere else. The owner got in touch with me very quickly when the orders for £20,000 bikes stopped appearing. 
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| 10th Feb 2014 10:45 pm |
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mse
Member Since: 27 Jun 2005
Location: Shropshire
Posts: 2707
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My dealer was equally the same - brilliant, would go back again. They are better than there other dealer locally and certainly the other 2.
So I hear you - a good dealer is very important. Mike
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| 11th Feb 2014 10:05 am |
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alltnaha
Member Since: 21 Feb 2007
Location: London
Posts: 250
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After 7 happy years of my D3 I visited a dealer in SW London for a D4 . The salesman showed how he could sell more than LR could allocate and was accordingly arrogant and disinterested.
I purchased through one of the well known on line brokers. Excellent smooth transaction and 8% off. Also the dealer sorted out FOC various little things I wanted eg bin locking wheel nuts.
I do not generally look for a product in a shop and then buy on line to get a discount. I believe in paying for service which I want to be local. But there comes a point - usually starts with a t*sser of a salesman - when I take my business elsewhere.
And I am not wedded to LR products - after 6 years of FFRR ownership from 1991 I thought never LR again and bought Japanese.
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| 11th Feb 2014 10:50 am |
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UnSean
Member Since: 31 Jan 2014
Location: Notts
Posts: 19
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Having to post my first, as a complaint over my LR buying, does not fill me with hope for good service sadly.
Firstly, I went to buy a D4 after considering virtually all large SUV's, with my local dealer, they sold me on getting a D4.
It subsequently turned out they do not discount at all, I thought yeah right, then they hit me with the line, "ours are the best priced and therefore cheapest cars on the internet", having just heard this BS from my local BMW dealer, I treated it with the contempt it deserved. To further add to the insult they wanted to charge me a £70 admin fee.
Moving swiftly onto the next vehicle, this was an even better deal hmm, I duly negotiated a deal as follows.
Me, does the vehicle have RFL, SM, let me check. SM, no. Me, OK if you put 6mths (£250 his words) tax on it, I will do the deal, sold.
Upon collection sadly. trusting the dealer I signed for everything, as I was about to leave the SM asked for the paperwork, I assumed he had missed something, on arriving home I noticed it said on the tax disc £475.00, I checked it and it was the previous owners tax.
The invoice was now missing from my papers.
To cut the story short, I got told, tough when I complained!
Not a good start having returned to LR after 25yrs
Sean
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| 11th Feb 2014 9:27 pm |
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dean.hall
Member Since: 25 Dec 2013
Location: Back on the Betty Ford Clinic
Posts: 94
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I take it from the comments that this is from an agent and not a high street dealer.
I'm surprised you bought a car the way they treated you.
Mind you my first years RFL is actually £675 anyway so maybe you got a good deal there. It was going to be £850 but due to whatever reason it's dropped to £675 for the first year.
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| 11th Feb 2014 11:32 pm |
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UnSean
Member Since: 31 Jan 2014
Location: Notts
Posts: 19
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It is a 62 plate car, from a main dealer.
This all took place after I took delivery.
Sean
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| 12th Feb 2014 7:53 am |
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UnSean
Member Since: 31 Jan 2014
Location: Notts
Posts: 19
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Well good news, the dealer has capitulated and agreed to send me a cheque.
Sean
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| 13th Feb 2014 10:51 pm |
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dean.hall
Member Since: 25 Dec 2013
Location: Back on the Betty Ford Clinic
Posts: 94
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Nice to hear it.
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| 13th Feb 2014 10:53 pm |
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