sideview
Member Since: 02 Dec 2006
Location: in the valley
Posts: 1663
  
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| Disappointed in Land Rover Richmond |
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Dropped the LR3 off at Land Rover Richmond this morning for my 30K service and take care of a few warranty niggles. This was my first experience with them since moving from Florida, and it didn't go well...
They are located 2 hours from us, and I should have listened to my gut when Drew Swoboda (Parts Manager) told Dan on the phone they couldn't give a loaner car since I didn't buy my Land Rover from them WTF? I've had independent shops give loaner cars 
So, Dan took the day off work and drove up there in his truck and dropped mine off. Jeff Tilton (assistant service mgr) said it would be a few hours longer because of the warranty work (wind noise in the cabin, steering wheel out of alignment, passenger door periodically doesn't lock, air compressor noise when it's cold out).
Jeff calls me about an hour later to tell me a couple things, the steering wheel alignment is not covered under warranty as it is an adjustment (okay fine ), and that I have missed the window for my 30K service (in the US the deal is that the first 6 services are complimentary).
I questioned how could this be and was told that Land Rover changed their policy in August 07 and I should have received a letter and had my 30K service done in October. Never got a letter. Totally confused - had had my 22.5 service just in August at Dimmitt in Clearwater and the truck now has 29.5K. Jeff said I could either pay $350 for the 30K service (which is basically an oil change) or get the 37.5 service done now - ehhh? So I complained a bit but said go ahead with the 37.5 and I'd deal with getting this resolved later and he gave me the number for LR Customer Relationship Center.
They were going to call when it was ready to be picked up, was getting late in the afternoon, hadn't heard back yet and didn't answer when I called, so we headed over there to see how it was going (around 4pmish). I asked Jeff if it was all set, he asked me what vehicle I was there for (thanks for remembering me), he looks then says 'like I told you this morning it would take more than a day' - they hadn't touched it yet. Well no he did NOT tell me that 
Lost our patience. Dan asked for the name and number of the regional manager and was told there wasn't one. He then asked to speak to Drew, and Mike Marchese (Service Manager) also joined us. Went around and around with them. Was told to call the LR line and my Clearwater dealer. Said Clearwater should have let me know. I complained that they should be calling and finding out for me and helping me with this, not just pass the buck. Finally Mike did say he would give LR and Clearwater a call, but that I should as well because LR listens to customers more than dealers.
Dan called the LR CRC for me to file complaint, didn't get very far yet but are supposed to be hearing back from them as well. The lady denied Dan's request to speak to the regional representative saying his name and number is for internal use only. OMG that's nuts.
So we drove the 2 hours home, a whole day wasted, nothing got done, kind of sucks. I'm a pretty easy going lady most of the time, but despise  poor customer service. I'm not so good at giving advice...may I offer you a sarcastic comment instead?
Haiti Earthquake Relief: Donate Your Frequent Flier Miles
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 4th Jan 2008 12:57 am |
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BarryG
Member Since: 30 Apr 2006
Location: Eire
Posts: 1333
 
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SV...  and i was thinking only Irish dealers did this..
Hope you get it sorted. 
just reading your post .. it clear your about this .. just a small thing here if you dont mind me saying.
I would remove the names from the post .. Ok to call him or her by his or her Rank (ie. Service manager)
working for xxxx dealer. but I would not name names in a public forum. Could cause you probs down the road.
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| 4th Jan 2008 1:16 am |
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sideview
Member Since: 02 Dec 2006
Location: in the valley
Posts: 1663
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Bit of good news, LR North America are going to honor my 30K service under the original complimentary maintentence program guidelines. Cathy at the customer care center was very helpful and called LR Roanoke to give their approval to go ahead. WTG LRNA
As for LR Richmond, won't be doing any more business with them. But, I will be sending in the negative dealership report card and will not recommend them to anybody else. Also giving some comments on this experience to a magazine that just so happens to be doing an article on this very subject. 
Hopefully my experience with Roanoke will be more positive. I'm not so good at giving advice...may I offer you a sarcastic comment instead?
Haiti Earthquake Relief: Donate Your Frequent Flier Miles
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| 7th Jan 2008 8:04 pm |
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mzaver
Member Since: 18 Apr 2007
Location: Northern Virginia - USA
Posts: 138
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sideview - excellent news  2007 LR3 HSE - Zermatt Silver 
2007 LR3 HSE - Stornoway Gray (Mrs.) 
*Luxury Package (Heated Wind Shield, Heated Seats, Heated Washer Fluid, Adaptive Front Lights and Center Console Cooler Box)*
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| 7th Jan 2008 8:23 pm |
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jwest
Member Since: 09 Jun 2006
Location: USA
Posts: 114
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| included maintenance - not included???? |
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WTF are you talking about? Don't tell me lrna has basically revoked the deal to do the scheduled maintenance for no charge?
the last service we had was 7500 miles in September. I have not seen any "letter" about this and will consider it fraud or false advertising if true.
BMW doesn't seem to do this crap. lrna policy was this or that on "certified" discoveries and provided by an outside source and then based on this or that mileage and now it's who knows what.
It really is turning me off the brand as a whole - at least any new enough model that requires any dealer involvement.
I will say the dealer in Seattle, WA gave us a loaner even though we bought our 2007 LR3 in NC. 96 Disco I, 210,000 miles - still going strong
04 Disco II, Vienna/Tundra, +2" lift, onboard air, 120V...
07 LR3 HSE
2008 Audi S4 Avant mt6
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| 7th Feb 2008 5:42 am |
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sideview
Member Since: 02 Dec 2006
Location: in the valley
Posts: 1663
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Yeah what LRNA did was change the grace period, which in essence penalises people that don't drive a lot of miles. Under the original agreement, it was every 6months +/- 2 months.
Now it is laid out in a schedule table based on in-service date rather than adjusting to each intervals service date. For my 30K service under the new plan it had to be done by 24 months + 6 months from put into service date - period. Lost 2 months to work with.
Now I must get the 37.5K service by June 15 or loose out, no grace period
Roanoke service was fantastic BTW and gave a loaner I'm not so good at giving advice...may I offer you a sarcastic comment instead?
Haiti Earthquake Relief: Donate Your Frequent Flier Miles
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| 7th Feb 2008 3:58 pm |
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Roverlad
Member Since: 28 Mar 2008
Location: Virginia Beach, Virginia
Posts: 16
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If it helps my LR dealer in Virginia Beach, VA has been GREAT. Phillips LR
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| 29th Apr 2008 1:17 am |
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