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RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
  
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 " Thanks for carrying out the repairs we originally requested and avoiding costly damage and inconvenience to my wife and I (and four kids), here's a box of chocolates and a bunch of flowers." 
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 11th Dec 2007 3:53 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50979
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It takes two to tango 
Ryan I don't know the facts other than what you have indicated....but if the dealer is telling you to go forth and multiply then your relationship has broken down... has it not  ...I'm not saying that is he is right or a it's a good thing BTW  I was mearly indicating the dealer's responsibility with regards to the warranty.
If they are bad people then fine and they should be publicly outed ....but without the facts of the case thats a difficult judgement from our perspective ...no? 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
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| 11th Dec 2007 4:04 pm |
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RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
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Very true DG.
I didn't post in order for others to cast judgement on James Edwards I just wanted to see whether anyone else had similar experiences with them.
I can see your point on warranty obligations is well researched and probably correct, I am disappointed that there doesn't seem to be more robust protection measures in favour of the consumer. In our case there is no real evidence of the relationship being frustrated, there is some correspondence that flowed from both parties, there is also a half hearted attempt of an apology from JE. Oh and I forgot to mention that i had a letter from them since the issue inviting me to go and chose a vehicle at a discounted price, a few days before I found out "You're barred!" 
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| 11th Dec 2007 4:18 pm |
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Wex
Member Since: 16 Apr 2007
Location: Knackeragua
Posts: 5173
 
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Quote:" Thanks for carrying out the repairs we originally requested and avoiding costly damage and inconvenience to my wife and I (and four kids), here's a box of chocolates and a bunch of flowers."
Best leave the poly bag trick I suggested earlier until you have handed over the flowers and choccies then 
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| 11th Dec 2007 4:27 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50979
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RyanJ wrote:I didn't post in order for others to cast judgement on James Edwards
Doh  ...but we like casting judgements 
Hope you eventually get it sorted  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
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| 11th Dec 2007 4:56 pm |
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BIFFO
Member Since: 25 Apr 2007
Location: CHESTER - CHESHIRE
Posts: 34
 
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James Edwards (Chester) Have been my supplying/servicing dealer since 1999, I have purchased 3,TD5
Discoveries and 2, D3 Discoveries from them,and apart from one TD5 Auto which had no end of problems, which James Edwardes fought my corner with the factory in trying to resolve all the major issues I had with this
very poor build vehicle and eventually assisted in replacing the vehicle with a TD5 Landmark (great vehicle)
I was never left without an equivilent vehicle,including a towbar for towing and always kept informed of all
rectifications that were attempted, until finally I gave up all hope with this vehicle and they did everything could
to keep me loyal to the brand.
My first D3 TDV6 SE never had more than 4 hours warranty work carried out in 20 months and was only replaced with a TDV6 HSE Auto because I found the manual gearbox hard work for towing.
When my vehicles went into for service (not the cheapest !) or warranty repairs I alaways had a Landrover loan
vehicle and they were always returned valeted.
CREDIT WHERE IT'S DUE "SAME S**T DIFFERENT DAY"
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| 12th Dec 2007 9:56 am |
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AVE
D3 Decade
Member Since: 12 Nov 2006
Location: First house on the left
Posts: 3099
 
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I rang them up once to enquire about the cost of a 15K service. The nice lady told me that they couldn't give me a price until they had plugged my car into their computer to find out what needed to be done.
That said.... My car is there at the moment having been towed in by LRA. I'm getting it back tomorrow, and hopefully all the issues have been addressed. As you slide down the banister of life
may no splinters point your way
Disco XXV
RRS2 Autobiography Dynamic MY16
Discovery Sport HSE Lux MY17
Evoque HSE Dynamic MY16 (Gone)
RRS2 Autobiography Dynamic MY14 (Lovely car but preferred the Disco!)
Disco 3 Tdv6 HSE MY05 (owned for 11 years and now gone)
Range Rover Sport HSE MY11 (Gone)
Freelander2 SE (Gone but the most reliable car we've ever owned)
Disco 2 V8 (Gone)
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| 1st Jan 2008 12:31 pm |
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TonyH
Member Since: 01 Mar 2006
Location: Market Drayton, Shropshire
Posts: 211
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Don't know what your original issue was about but there is no need for this type of respnose. What an arrogant attitude, perhaps extensive some-customer care training would be appropriate, or maybe it's too late in this case.
I live not too far from Chester but certainly won't be including JE on my list when I phone around for my next service in March. *Disco3 7-seat Auto
March 2006
Zermatt silver
*Disco TD5 GS Manual
2001
Epson Green
108,000 miles without a single problem
*Disco TD200 Manual
1993
Bonatti Grey
55,000 trouble-free miles
*Various company cars, no comparison
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| 1st Jan 2008 2:20 pm |
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RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
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The issue started with the brakes. The car went into JE for some warranty work and we asked that a check be carried out on the brakes. JE advised by telephone that the brakes were 80% worn and provided a quotation for their replacement. I queried why the wear sensor hadn't kicked in and first the chap I was speaking to said the D3 wasn't equipped with wear sensors only the Range Rover, anyway after a bit of explaining from me and some investigation by him he agreed with me that it did. I spoke to an alternative LR Specialist who provided me with a cheaper quotation using identical genuine parts (something I double checked). I spoke to JE stating that I would book it in elsewhere as it was a saving of about 120 quid. They said OK.
A few of days later there was an ominous grinding sound from the rear when braking! The rear pads had worn to the disc. It was a Saturday and LRA were called and the car was taken to JE for repair. The LRA Engineer said that the rear pads would have been significantly more than 80% worn and that JE should have idenitified the true extent of the wear, in his opinion they hadn't been properly checked. I spoke with the guy on the parts desk on Saturday morning who started off being very apologetic, he checked the paperwork from the cars visit the previous week and could understand why I was a bit miffed.
On the Monday I was contacted by JE asking me to fork out for the additional cost of now replacing the rear discs. Clearly I was not prepared to pay for the replacement to the rear discs and after a short while they returned to me saying that they would pay for the replecement to the rear discs. At that point I authorised the work to proceed. I then grew agitated realising that I was now 120 worse off than I would have been, if they had told me that the brakes needed urgent replacement I would have ensured their replacement immediately.
Therefore I quickly composed a letter addressed to the Dealer Principal stating that I was not prepared to pay more then the cost I would have normally incurred if they hadn't comitted a breach of duty. In my eyes this was the cost the alternative supplier would have charged. The letter was faxed to them 30 mins after the approval was verbally granted by me.
When my wife went to pick up the car the following day JE requested the full payment as they had originally quoted and called me a liar and that I had broken my word insofar as my verbal approval to commence the work at an agreed cost (no mention of my letter that they had acknowledged receipt of). By this time my wife had got our four kids into the car (car seats and all), and one of the JE staff demanded the keys back until this full payment was made.
In the end JE agreed to match the other suppliers quote and charge the reduced figure as a 'gesture of goodwill'. My wife left JE feeling humiliated and very aggreived at being called a liar, for which she received no apology.
A few letters passed between myself and JE, no real apology was ever received from them and they have since stated that we are not welcome in their dealership anymore. This was stated to me verbally by the dealer principal himself. When asked whether we was comfortable that I relay my experience of their Customer Care the stated "We are a very successful dealership and I have been here for 10 years, so do what you want"
I've spoken to LR directly on this who were very sympathetic, but confirmed that there is nothing they can do as the dealers are independant. Since been to an alternative dealer who seem very professional and courteous.
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| 2nd Jan 2008 2:30 pm |
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PeanutBob
Member Since: 24 Oct 2006
Location: Cheshire
Posts: 669
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And other other side of the coin, I acquired my Hse from JE Chester over 2 years ago, and have found them without fault - courteous, efficient, replacing parts under warranty ( a lengthy list) without demur, and recently managing to fix the failed sat nav when it was out of warranty, which meant having a courtesy car for 4 days over the Xmas break. I'm replacing the D3 in April from the same dealer. I've had 35 cars in as many years and only the Smith, Knight Fay Audi dealer in Bolton came close to being as good.
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| 9th Jan 2008 2:48 pm |
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Ecosse
Member Since: 07 Jan 2005
Location: Grampian, Scotland
Posts: 892
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Suggest you just follow my policy of praising good service & ensuring that all & sundry know the simple facts of any supplier providing bad service. But keep it factual so they cannot take issue with it. Certainly works wonders in an area like NE Scotland as it's amazing how quickly word gets around here & the amount of business that can be lost by any organisation not being fair to its customers
Your warranty is a contract with Landrover (mind you there could be some interesting issues there depending upon how the sale to Tata is structured  ), but if they are your supplying dealer, irrespective of the warranty, you also have rights under the Sale of Goods Act against the dealer and on a high value car their obligations may well extend as long as the warranty itself!
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| 10th Jan 2008 11:09 am |
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