RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
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Has anyone had any recent experiences of James Edwards in Chester? We bought our beloved D3 from them a couple of years ago, and to start with their customer service was OK. However recently we've had a few issues, the detail I won't go into, and I was amazed a few weeks ago when we tried to book our car in for some warranty work that they refused us. I since spoke to the General Manager who stated "since we cannot meet your expectations then there is no point bringing your vehicle to us any more."
I pointed out that I would inform other potential customers of their attitude towards customer service to which he astounded me by stating " We are a very succesful dealership and I (name withheld) have been here for 10 years so it doesn't really matter! Do what you want."
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11th Dec 2007 1:37 pm |
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RPJ
Member Since: 05 Mar 2007
Location: Puzzleopolis
Posts: 473
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Quote:Do what you want
So you have the Dealerships permission great where should we start??? Ha Ha This a way!
Ha Ha That a way!
Ha Ha This a way!
My oh My!
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11th Dec 2007 1:58 pm |
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Dom Harvey
Lord of the Four Fingers
Member Since: 15 Apr 2005
Location: Dorset
Posts: 7454
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What an arrogant attitude........................you ought to make a complaint to LR HQ. 2004 Discovery 3 - gone
2006 Discovery 3 - gone
2008 Discovery 3 GS - gone
2011 Freelander LE Special Edition - gone
2007 Discovery 3 XS - gone
2012 Discovery 4 GS - current
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11th Dec 2007 1:59 pm |
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Wex
Member Since: 16 Apr 2007
Location: Knackeragua
Posts: 5173
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Plastic bag ( extra strong type) ---- >> Dog crap ----->>> Fill bag with previous --->>> Place open end under dealers door ----->>>>> Jump from a height on said filled bag
Probably best to wear wellies , oilskins and gloves .
Sorry ... I know thats absoleutely no help.
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11th Dec 2007 2:05 pm |
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RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
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We have referred the matter to Land Rover HQ, must admit that it's taken a while to get a response from them too. I couldn't believe my ears I must admit, but then again some of the recent issues we've experienced with them have been somewhat shocking also.
You would think that they would do anything and everything in their power to change a poor customer experience.
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11th Dec 2007 2:07 pm |
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Wex
Member Since: 16 Apr 2007
Location: Knackeragua
Posts: 5173
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care to air your experiences Ryan ?
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11th Dec 2007 2:10 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50971
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Re: James Edwards Chester |
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RyanJ wrote: " We are a very succesful dealership and I (name withheld) have been here for 10 years so it doesn't really matter! Do what you want."
I have to ask myself what would make someone in his position say that ? What are you not telling us Ryan 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 2:26 pm |
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catweasel
Member Since: 05 May 2006
Location: Bundaleer
Posts: 4805
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Re: James Edwards Chester |
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DG wrote:What are you not telling us Ryan
RyanJ wrote: the General Manager who stated "since we cannot meet your expectations then there is no point bringing your vehicle to us any more."
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11th Dec 2007 2:44 pm |
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countrywide
Member Since: 16 Sep 2007
Location: UK
Posts: 6019
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Did you get a Christmas card from them
Surely as you bought the car from them they are obliged to honour the warranty. I know the manufacturer warrants the car, but I thought it was actually the supplying dealer who was legally responsible for the warranty. Didn't this cause a lot of issue's for Rover dealers who were stuck honouring the warranties, which Rover couldn't pay for.
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11th Dec 2007 3:00 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50971
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The warranty is provided by the manufacturer 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 3:02 pm |
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RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
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There's quite a lot I'm not telling DG as I don't think it would be right to go into the detail.
I wondered the very same point Countrywide, I would have thought that they would have an obligation to honour the vehicle warranty for the full term. I would love to have this clarified.
Land Rover spoke to my wife this morning about my recent correspondence, turns out that they are very apologetic on behalf of the dealer and a bit taken aback by their actions.
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11th Dec 2007 3:05 pm |
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countrywide
Member Since: 16 Sep 2007
Location: UK
Posts: 6019
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DG wrote:The warranty is provided by the manufacturer ![Wink Wink](images/smiles/icon_wink.gif)
But legally the selling dealer is obliged to provide the warranty and claim the money back from the manufacturer. Even if the manufacturer goes bust, then the supplying dealer is responsible.
This is what happened to Rover dealers.
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11th Dec 2007 3:06 pm |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50971
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I don't think you'll find that is quite true in a case where the manufacturer is still active:
Dti wrote:
WARRANTY/GUARANTEE
1. Where a warranty has been provided by a manufacturer, or a third party provider, it is a separate agreement (aside from the agreement between retailer and consumer for the sale of goods) between the manufacturer or third party provider and the consumer. The warranty is usually only enforceable against the manufacturer or third party provider (even though in the case of new car warranties it is usually the retailer network which actually provides the work and parts, the manufacturer or third party provider pays for that work).
2. The ability to enforce the agreement will depend on whether the party providing the warranty or guarantee is in a position to honour the agreement.
3. In the event that the manufacturer is no longer in a position to honour the warranty agreement, the retailer is unlikely to be under any obligation to provide any service under that warranty (there would be little or no prospect of that work being paid for by the manufacturer). However, independent of any warranty, consumers still have their normal rights under sale of goods legislation to expect that any goods they buy (including cars) be of satisfactory quality. These rights are enforceable against the retailer, not the manufacturer (see below).
4. It is important therefore to establish exactly who the warranty agreement is with. For example, second and third year warranties for cars are sometimes referred to as dealer warranties and it may be the case that the dealer or retailer, or a third party warranty provider, has obligations under those agreements, rather than the manufacturer.
5. If a warranty has been provided by a company which goes into liquidation, and the warranty is not backed by independent insurance, and the company is not in a position to honour the warranty, any claim by the consumer will be considered an unsecured, non-preferential debt (the consumer would need to make their claim known to the liquidators and would join the queue of creditors).
In this case the manufacturer is wholly responsible for the warranty not the dealership. If the dealer can demonstrate that the customer relationship has been frustrated then it is not unreasonable for him to refer the customer to an alternative dealership. The customers warranty is still fully intact. 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 3:48 pm |
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Mossy
Member Since: 01 Jul 2005
Location: Hollyoaks, UK
Posts: 2683
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JE Chester?
Sorry, when I stop laughing I'll post something constructive. D3 HSE V8...
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11th Dec 2007 4:50 pm |
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RyanJ
Member Since: 16 Oct 2007
Location: Cheshire
Posts: 9
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So provided that you are prepared to be treated appalingly and not stand your ground with your supplying Dealership we should remain grateful when they take our car in for warranty repairs. Maybe I'll start providing them with some thankyou gifts everytime they do meet my expectations
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11th Dec 2007 4:50 pm |
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