Bodsy
Site Sponsor
Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361
  
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LancasterAdviser
I understand where you are coming from, & unfortunately the motor service industry have a rather generic reputation which is always difficult to shift and like so many things individuals make the biggest difference. Any reputation takes years to build up and can be lost in minutes.
I would just say that you need to be careful with your log-in, as you are representing your organisation and EVERYTHING you say will be used for and against you.
As an individual, you have your right to views and opinions and the right to have a bad day. As a company, if your MD saw this post, I'm sure he would be having a bit of a Dickie-fit! A person who is in a customer facing role should NEVER have a bad day.
You are representing Lancaster on this forum whether you like it or not, your views are Lancaster's views and will be treated as such.
If you want to have your views as an individual, I'd suggest that you create a new username & start afresh before it gets out of hand.
Just my opinion to try to safeguard your organisation....... If your MD wants to give me a call for some consultancy I'm all ears...  Bodsys Brake Bible
D4/D3 Remote FBH heat kits
BAS Remaps/ EGR Blank
Transmission Flush
Software updates/enabling
Clock/ SNOTM /3Flash / 4x4Info /BT Update /Service Reset/Error Codes / Gearbox Reset
See It Here
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 20th Aug 2007 5:10 pm |
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simon
Member Since: 11 Jan 2005
Location: Shropshire
Posts: 18296
 
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There is always the 'Print this topic' button and a fax machine 
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| 20th Aug 2007 5:13 pm |
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retired
Member Since: 18 Feb 2006
Location: Surrey
Posts: 158
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Bought my car from Lancaster Reading, good sales dept; competitive price and customer focussed.
Have used service dept but found it mediocre at best. Especially put off, I'm afraid to say, by the service reception team who just seemed to lack interest in my issues, not very communicative and in lacking knowledge. E.g as contained in TSBs. Had to point out the one about the FBH and the fumes being sucked into the vehicle. As previously commented, no empathy.
Bit about cost to them of loan cars is annoying. My car cost best part of £35k, they charge, I imagine, over £100 per hour labour. It's a premium product, they charge premium prices, I expect premium service.
Went elsewhere for 1st service. A lost service customer.
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| 20th Aug 2007 5:17 pm |
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AndrewS
Tarquin of the Desert
Member Since: 06 May 2005
Location: Y...... because I can
Posts: 10441
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Take it easy chaps In the Beginning there was nothing, which exploded.
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| 20th Aug 2007 5:42 pm |
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gilmore
Member Since: 16 Jan 2005
Location: On the sofa
Posts: 2185
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LancasterAdviser
I'm interested in the Dealer perspective, and I appreciate your honesty. However I strongly advise you don't continue to use your company's name in your user ID, as you could get into all sorts of bother, as your views will be taken as being representative of the company.
Try not to get fired, eh?
regs
rob All opinions expressed in this posting are my own and are not necessarily those of someone who knows what they are talking about.
Land Rover Defender V8, 50th Anniversary Edition
Mercedes ML350CDI
HM Moto CRE300X
Honda CRF250X
1974 Honda CB750K4
1975 Honda CB750K5
Ford Transit Custom (for the bikes)
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| 20th Aug 2007 5:57 pm |
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Bodsy
Site Sponsor
Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361
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I see this has moved to the Dealership feedback section.... Oops!  Bodsys Brake Bible
D4/D3 Remote FBH heat kits
BAS Remaps/ EGR Blank
Transmission Flush
Software updates/enabling
Clock/ SNOTM /3Flash / 4x4Info /BT Update /Service Reset/Error Codes / Gearbox Reset
See It Here
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| 20th Aug 2007 6:10 pm |
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NoDo$h
Member Since: 02 May 2006
Location: Finding new and exciting ways to milk badgers.
Posts: 19689
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Bodsy wrote:If your MD wants to give me a call for some consultancy I'm all ears...
Bodsy, you beat me to it, you swine!  I know it's not considered "kind" to say no these days, but no. Just no, ok? And if it's not ok, still no.
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| 20th Aug 2007 6:58 pm |
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Very Annoyed
Member Since: 19 Nov 2005
Location: Up there, past the strange people and the sheep.
Posts: 3698
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If you are happy to take the money it is up to you to put pressure on LR. If LR are bad at supplying parts etc walk away and sell other cars. If you know there is a problem with a product inform your customers of that before they buy the car - how many times has a customer been advised by a dealer not to buy a car because for example their parts supplying is rubbish. A dealer & LR work hand in hand both happy to take the profit. Loving the power of the TDV8!
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| 20th Aug 2007 7:17 pm |
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buzz lightyear
Member Since: 20 Aug 2007
Location: cheshire
Posts: 17
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What a shame such a negative view can have such a massive impact on a dealer network who generally do a good job, Land Rover is all about delivering the customer experience, if anyone is unhappy pick up the phone and speak to CRC who will more than happily oblige with a replacement from Enterprise or even give you an order number to get one from someone who has one. Land Rover have a policy that no customer should go into a non PAG brand, if you are not getting the service go elsewhere you do not have to put up with attitudes from the likes of Lancaster, customer service should be paramount to everyone and the customer is right and should always be put first, we work with and demand prestige service, every dealer is marked on customer satisfaction and leagues are issued for which dealers deliver outstanding customer service I wander where Lancaster's score? a little knowledge is very dangerous
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| 20th Aug 2007 9:26 pm |
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simon
Member Since: 11 Jan 2005
Location: Shropshire
Posts: 18296
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And where is Buzz from ??
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| 20th Aug 2007 9:28 pm |
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Bodsy
Site Sponsor
Member Since: 06 Nov 2006
Location: In the Clubhouse
Posts: 21361
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the customer ISN'T always right, but as you say, they should be put first... Whoever you are from mysterious cheshire..... Bodsys Brake Bible
D4/D3 Remote FBH heat kits
BAS Remaps/ EGR Blank
Transmission Flush
Software updates/enabling
Clock/ SNOTM /3Flash / 4x4Info /BT Update /Service Reset/Error Codes / Gearbox Reset
See It Here
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| 20th Aug 2007 9:32 pm |
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buzz lightyear
Member Since: 20 Aug 2007
Location: cheshire
Posts: 17
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not from your dealer newtwork, however I have experienced first hand and I have spoken to CRC previously a little knowledge is very dangerous
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| 20th Aug 2007 9:32 pm |
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Slimer
Site Moderator
Member Since: 06 Jan 2005
Location: Last Exit to Nowhere
Posts: 16295
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simon wrote:And where is Buzz from ??
Cheshire  The End
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| 20th Aug 2007 9:34 pm |
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buzz lightyear
Member Since: 20 Aug 2007
Location: cheshire
Posts: 17
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Macclesfield in Cheshire if it helps you all, a little knowledge is very dangerous
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| 20th Aug 2007 9:36 pm |
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simon
Member Since: 11 Jan 2005
Location: Shropshire
Posts: 18296
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Slimer wrote:simon wrote:And where is Buzz from ??
Cheshire
yeah Si I can read a profile too 
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| 20th Aug 2007 9:36 pm |
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