DISCO3.CO.UK - View topic - What should I do?

nebc100

Member Since: 20 Sep 2017
Location: Altlinster
Posts: 420

What should I do?

Hello all,

I recently bought a D5 (new) and at the same time ordered a e-pace from the same dealer (also new).

The D5 has just been at the dealer for several things under warranty (there for 3 days).
It had a rip in the seal round the sunroof.
The activity band didn't work.
One rear headrest doesn't fold automatically.
The manual was in Dutch (I don't speak Dutch) so was supposed to be replaced with English.
There is a metallic rattle that is annoying.
The remote & headsets for the rear entertainment system were missing.

We were supposed to collect the e-pace tomorrow morning, (we have been waiting for 1 month now) and yesterday they called to say they have "lost" the car and so we will have to wait another week.

When I went to collect the D5 this afternoon, I thought I would quickly check what had been done.
The remote and head sets are now there.
The headrest couldn't be done because they have to order a new one.
The activity band couldn't be done. They have to order a new one.
The sunroof seal has been replaced on one side, but the other side is still ripped!!
The rattle couldn't be found because they drove a grand total of 1.2km (going by the trip log of the car).

So... Really not impressed.

What should I do?

Should I cancel the delivery of the e-pace in protest?

Can I expect something in return for all the problems because I will now have to take the car back to them again?

What do you think?

18th Apr 2019 9:14 pm

DN
D3 Decade

Member Since: 23 Jun 2006
Location: W.London.
Posts: 2344

2006 Discovery 3 TDV6 Base 7 Seat Auto Zambezi Silver

Would any of the German marques sell you a new car with things missing,broken or inoperative ? .........I doubt it, their quality control is far better. Personally, I wouldn’t touch anything from the current JLR line up. I’d cancel the e pace, and reject the D5 immediately.

D3 owned from new, P017 brake recall, BAS FBHIC, new FBH, LR013487 oil pump, new water pump. RRS front lower suspension arms. New suspension compressor/ relay. New Denso alternator. CuNifer rear brake pipes. New GKN rear propshaft. New HPFP belt & tensioner. New A/C Condenser.NO WARRANTY for many many years.

18th Apr 2019 9:24 pm

Mr Kington

Member Since: 12 Dec 2011
Location: Scottish Borders
Posts: 1552

2005 Discovery 3 TDV6 HSE Auto Siberian Silver

Agree with DN. threaten to cancel or walk away from both. Customer service you have been given seems pretty shoddy. James favourite hobby is writing in the third person.

19th Apr 2019 6:17 am

Stevepd

Member Since: 06 Mar 2018
Location: Wiltshire
Posts: 392

As DN says. Cancel and reject. Go and buy a run out model D4

Steve.

19th Apr 2019 6:17 am

nebc100

Member Since: 20 Sep 2017
Location: Altlinster
Posts: 420

I am not sure I can refuse the D5 as there is nothing Mechanically wrong. It is just a few small things and they are going to get them sorted.

Regarding the Jag... I have just threatened to cancel the order. I haven't paid a deposit so there shouldn't be any problem there.

I just find it amazing that they garage don't check their work before handing the vehicle over to the client.

It also shows that their Pre Delivery Inspection is worth nothing!!

There is no way that a pdi couldn't have noticed that the sunroof seals were all ripped!!

Then the fact that they replace ONE seal, but not the others and the mechanic says that it is "sorted" is unbelievable.

So in 3 days, they replaced the Sim reader and 1 sunroof seal.

Not bad for 3 days of work!!!!!

19th Apr 2019 6:23 am

DG
Site Moderator

Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50978

Unfortunate but they don't appear to be the end of the world issues ...very unlikely that you could force a rejection based upon them IMO.

...don't believe that other marques don't suffer with niggles though ....a relatives new X3 went back 4 times in the first three months to resolve similar shoddy PDI fails

Why would you buy a D4 with max a few months OEM warranty left? 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

19th Apr 2019 6:35 am

Someone-Gone

Member Since: 21 Dec 2015
Location: Gone
Posts: 5117

Shouldn’t happen. But if you reject, depending on the consumer laws for your country, it isn’t an easy process if the retailer sticks their heels in and they do. Took me 6 months and the involvement of a Solicitor. Their in house Solicitor aka a “Compliance Executive”, didn’t know his stuff but was obstructive in the extreme. It’s was all very unpleasant and took over my life for that period of time.

A few things of the things you mention are easily rectified. The Activity Key probably just needed a software update rather than replaced. I’ve heard of the problem before. I’d probably give them a chance but make them aware you’re not impressed and any more trouble and they can have it back or at least threaten it.

19th Apr 2019 6:39 am

IndusD4

Member Since: 01 Dec 2011
Location: Sydney, NSW
Posts: 308

2016 Discovery 4 3.0 TDV6 Base 7 Seat Auto Corris Grey

Re: What should I do?

nebc100 wrote:
When I went to collect the D5 this afternoon, I thought I would quickly check what had been done.
The remote and head sets are now there.
The headrest couldn't be done because they have to order a new one.
The activity band couldn't be done. They have to order a new one.
The sunroof seal has been replaced on one side, but the other side is still ripped!!
The rattle couldn't be found because they drove a grand total of 1.2km (going by the trip log of the car).

To me nothing seems that bad really. I'm sure other dealers don't have every single part in stock so you can expect the car to have to go back at times if the dealer needs to order in a part. So the headrest (There could be 7 in a car and then different colours so is it fair to expect them to carry one of each in each colour?) and the activity band (an accessory, not a service item) I feel is fair enough for them to have to order.

The manual being in Dutch - I guess that is because you purchased the car from a Belgian dealer? Anyway, they are all online in many languages. Then again, us blokes don't read them anyway.

As for the rattle and the sunroof seal, that I wouldn't be impressed with. With the rattle I would suggest you get a recording of that sound, maybe from a dash cam. It would help them identify it. What would also help is if you were able to work out what causes you to hear the rattle, for example drive over something, left turn, right turn, speed etc. Rattles are bl**dy annoying and I hope you can get it sorted.

As for the sunroof seal, as long as it isn't leaking they can fix it the next time your car goes in for the headrest and activity key they didn't have the parts for to fix. Keep the conversation going with the dealer but make sure they understand how much you're being inconvenienced by this and at what cost (fuel, time etc). You might be surprised what they would do.

Ron 2016 D4 TDV6 Corris Grey
IIDTool BT

19th Apr 2019 8:52 am

Scott #55

Member Since: 15 Apr 2015
Location: UK
Posts: 1683

Agree that it's unreasonable to expect a dealer to carry one of every colour and variant - but this is a brand new car, costing (probably) in excess of €60k.

The dealer ought to have identified all of these faults prior to handing the car over - this is, after all, part of their job. I'd be highly embarrassed as a seller of a high-end, luxury vehicle if the customer spotted a whole host of problems which I had missed. To then return the car after 3 days without all of the problems rectified is even worse.

It's pretty shoddy work all round, and wouldn't fill me with confidence about the more important stuff.

19th Apr 2019 9:24 am

DN
D3 Decade

Member Since: 23 Jun 2006
Location: W.London.
Posts: 2344

How on earth could a sunroof seal be ripped on a brand new car ? This could point to a serious fault/ misalignment in how the sunroof structure was positioned in the body during build. I would not brush it off lightly, it could be a massive problem, and certainly cause for rejection IMHO. If the new seals rip in a short amount of time, it would be time to ‘sling it back to them’ for me. D3 owned from new, P017 brake recall, BAS FBHIC, new FBH, LR013487 oil pump, new water pump. RRS front lower suspension arms. New suspension compressor/ relay. New Denso alternator. CuNifer rear brake pipes. New GKN rear propshaft. New HPFP belt & tensioner. New A/C Condenser.NO WARRANTY for many many years.

19th Apr 2019 10:55 am

nebc100

Member Since: 20 Sep 2017
Location: Altlinster
Posts: 420

Thanks for all your comments.

I agree that I am not going to refuse the car because of these small issues but I AM going to make a bit of a fuss with the dealer because I am sorry but I don't think that it is acceptable for a car to be with them for 3 days (!!!) only to be told that all the parts are on Back-Order (I also find it hard to believe that they are all on back-order!!).

Also... as said earlier... when you buy a car over €90000 (it is a "one off" exemple with almost every optional extra, and also LOADS of offroad extras as well), I was under the mistaken opinion that the car would have been checked PROPERLY before I collected it.

The seals for the sunroof are not actually "ripped", but look as though they have rotten. They seem to have "bits" missing from the top layer. I wonder if something happened to them when they were putting the roof rack and spots on.

Anyway...the garage have called and apologised, and have ordered all the parts and will get back in touch when they arrive.

In the mean-time, I have contacted Dan from Duckworths to check if the headrest really is not available. It really wouldn't surprise me if they had simply forgotten to order the parts before the car was delivered to them for repair.

I am going to try and record the vibration, but it is not very loud, and what annoyed me was that they had only driven the car for 1.2Km, and said that they couldn't detect any problem!!

All this simply confirms that the LR garage here in Luxembourg are not the most competent people in the world. The staff are very pleasant, but not sure that I trust their work much!!

19th Apr 2019 12:46 pm

Stuff

Member Since: 04 Sep 2015
Location: In between cradle and grave
Posts: 510

2015 Discovery 4 3.0 SCV6 HSE Auto Scotia Grey

Avoid, avoid, avoid the dealer in Luxembourg. Never buy a car from them. Never have your car serviced by them. They “lost” my new car several years ago. They were selling more than the factory would supply to them, but didn’t tell the customers. They also diagnosed a failing turbo on my D3, and provided a quote to replace it (thousands of euros). The problem was the alternator, which failed a few days later and was replaced independently for a few hundred euros. The turbo is still working fine, more than 100,000 km later.

Go to LR Trier or LR Habay. Both are good. I use Habay. MY91 110 CSW, so long ago I can barely remember it - sold
MY07 D3 TDV6 HSE with all the extras - sold
MY10 RRS TDV8 Dynamic - sold
MY16 D4 SCV6 HSE
MY16 RRS SDV8 Dynamic

21st Apr 2019 3:24 pm

nebc100

Member Since: 20 Sep 2017
Location: Altlinster
Posts: 420

Hello... While I agree with you that the LR dealer in Luxembourg are not great, I am afraid that I have had LRs for long enough to be able to tell you that Habay and Heistergruppe are no better.

Habay are incompetant. Repair on D2 done. Drive from the garage to home, and had to turn round and go straight back to them because the part they had just repaired was leaking oil again (in for oil leak).

Heistergruppe are no better. D2 had oil leak from transfer box. They took it off to check input shaft oil seal. When the put it back on they put one bolt in the wrong place and it was too long and went straight through the casing in to the inside of the transfer box and was rubbing against the cogs inside the box. The bolt ended up being bent and half eating away. They refused to accept responsibility saying that it was already like that, but the question then comes back to how they managed to put the bolt back in like this as the bolt was cometely bent.

I have other cases where both Habay and Trier

up so these are not unique cases.

So... Rather than simply saying that LR LUX are so bad and that they others are so good, make sure you get all the facts about the others.

Honestly none of the LR garages here are trust worthy and once the vehicles are out of warranty they will certainly never go there again. I have a good mechanic that I trust and while he is not a LR specialist, his work is well done, and he is honest.

21st Apr 2019 4:52 pm

Stuff

Member Since: 04 Sep 2015
Location: In between cradle and grave
Posts: 510

Hi, nebc100,

LR Lux: [1] Poor PDI on first delivery, with missing accessories and deficient paintwork. [2] Incomplete finish on a repair. [3] “Lost” my new car and informed me about the problem upon arriving to collect it ... promised me a loan car to cover the gap but had no car to lend on the agreed day and no recollection of offering the loan car (salesman was absent) ... later informed me new car not lost but build delayed because of lack of gearboxes at the factory ... later informed me ... etc, etc., but to be fair did eventually make a commercial gesture upon delivery of the new car. [4] Diagnosed failed turbo instead of alternator, with cost difference in thousands of euros. Then I took my cars to Habay.

LR Habay: [1] reliably delivered a D4 and RRS2 with good PDI and proprietor M. Thiry, salesman, and workshop manager present at hand-over. [2] correctly diagnosed and repaired failed alternator (not the same alternator as the car at LR Lux). [3] Correctly changed timing belt on TDV6. [4] Correctly diagnosed and replaced failed air compressor. [5] Correctly diagnosed and repaired blocked fuel filter, which showed symptoms of transmission failure. [6] Correctly repaired engine oil leak. [7] Correctly diagnosed broken crankshaft and rebuilt a TDV6 having extensive arduous offroad service in complicated circumstance with considerable goodwill. [8] Services my cars and sends me home, with invoice to follow in the post. [9] The workshop manager always comes to discuss my cars when I drop them for service and debriefs me when I collect them. The workshop is full of cars on Lux plates.

These are the facts of my experience. Personal preference is of course an important part of the decision. I prefer to give M. Thiry and his workshop manager my business. I have friends who drive LRs who do the same, or who go to Trier. They all started at LR Lux. And still LR Lux have no lack of business.

Good luck with the D5. Has the ePace arrived yet? It's a very nice design, and not yet common in Luxembourg. MY91 110 CSW, so long ago I can barely remember it - sold
MY07 D3 TDV6 HSE with all the extras - sold
MY10 RRS TDV8 Dynamic - sold
MY16 D4 SCV6 HSE
MY16 RRS SDV8 Dynamic

24th Apr 2019 7:18 pm