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quantumjohn
Member Since: 16 Sep 2008
Location: London
Posts: 349
  
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| Contacting LRCS after poor dealership work |
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I have recently had a service done by a dealer.
There were a number of issues with the service; tool left under the bonnet, overfilled with oil (possibly 2 different grades) and them not able to diagnose a problem that causes the vehicle to break down - but it only happens after it has been in to the dealer.
I was told by the service reception/workshop controller when I went back for them to diagnose the fault (which they weren't able to do) that the engines use a bit of oil and being overfilled doesn't matter. 
The MD will be getting a letter about the appauling service but is it worth contacting LR customer services as well?
Am I likely to get anything from it or am I just wasting my time?
To be honest I don't think I want the dealer touching the car again because the work has been so shoddy so far and every time I collect it from them it breaks down.
Thanks,
John
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 19th Jan 2009 6:45 pm |
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MacLeod 313
Member Since: 18 Apr 2008
Location: away
Posts: 10723
  
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Sounds like you used my dealer. Write them a letter.
Landrover Customer Relationship Centre
Abbey Road
Whitley
Coventry
CV3 4LH
if you need the address, and make sure you send it RECORDED DELIVERY / SIGNED FOR.
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| 19th Jan 2009 6:51 pm |
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GLYNNE
Member Since: 06 Oct 2006
Location: KENT
Posts: 4696
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Come on, who is the dealer 
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| 19th Jan 2009 6:55 pm |
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90BHP
Member Since: 18 Oct 2006
Location: Half way along the road on the right
Posts: 3706
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Well worth it, in these times dealers need to be competative and up to the mark, in order for the brand to do well.
Poor service = custmers will change brands, and it should be easier tokeep a customer than to gain a new one. Customers going to another brand are normally noisy customers too - so not good !!
Get it fixed at another dealership  "To finish first, one first has to finish ...."
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| 19th Jan 2009 6:57 pm |
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pom
Member Since: 10 Feb 2008
Location: Worcestershire
Posts: 1790
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Iv'e yet to see a decent LR dealer (haven't been to Yeovil though).
Reading the threads here you get the impression that the general standard is poor, you would think as its one of the most crucial customer facing areas of the business for LR PLC they would use LR direct employed service managers, independent of the dealership to ensure parity of service across the network.
Dealers could still do the work but they would be working for and accountable to the LR Service manager.
So they couldn't give the normal  service and excuses.
Bet there would be loads of qualified candidates from the LR redundancy pool.
I've been through two dealers thus far and both were .
Tesco need to get in on the act and have in-store service while you shop at 20% of the price!
Pom
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| 19th Jan 2009 7:08 pm |
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MacLeod 313
Member Since: 18 Apr 2008
Location: away
Posts: 10723
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pom, it was my 1st experience using my dealer after purchasing the D3 from them. And they oh so quick forget how much you pay them for the car, yet no loyalty to returning customers, and shoddy dangerous work seems to be the norm I am afraid.
Having used Yeovil LR once for my Expo rack which they fitted, and the customer service they provide, I certainly will use Nick and his team for my servicing needs from now on, despite the 3 hr journey.
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| 19th Jan 2009 7:18 pm |
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character
Member Since: 31 Dec 2007
Location: wiltshire
Posts: 5781
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big up to TLO here as well, shame they've rationed the boiled sweets though, oh yea and you have to wash your own car and trailer (sorry in house joke) 
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| 19th Jan 2009 10:16 pm |
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quantumjohn
Member Since: 16 Sep 2008
Location: London
Posts: 349
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Thanks for the responses.
Glynne, MacLeod,
The dealer is Beadles in Sidcup.
Do you both use Yeovil for servicing?
pom,
In an ideal world competition should see that there is no need for LR staff to be in the dealers. They should be fighting for your custom and therefore doing everything they can to ensure you return to them.
However, we are not in an ideal world and I totally agree with you if LR want to increase customer satisfaction.
I assume that the dealers are making that much money from buying and selling vehicles that they are not interested in the service side and certainly not interested in warranty work as the margins are so small. I've grown up around the car service/warranty industry and I know some of the riduclous rules around warranty claims that can actually cost the dealer money.
John
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| 20th Jan 2009 12:11 pm |
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