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mzplcg
Member Since: 23 Jun 2009
Location: Gone
Posts: 1087
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At the risk of playing Devil's Advocate, there are a few things which can be done about this. How many of you have, for example, complained to Pendragon Head Office?
Stratstones are the largest retail group in europe and they have got there mainly by acquisition. With that route comes the problems with the quality of staff they inherit. Let's face it, successful and booming places don't normally sell out to large groups who only want to pay small change for the premises so most of these places were pretty bad in the 1st place.
That said, I do deal with them and specifically, one bloke. Ive had a lot of motors from him and never once have I had service issues. He is DP at a Jaguar place in Brum.
I have had issues with other branches although not all of them. Solihull LR is one I try and avoid, mainly because the staff there behave as if I'm depriving them of time with their dying child. So I turn to my mate at Jag. I book it in with him, he supplies a courtesy car and he arranges to have JLR (joint dealership) Wolverhampton collect, service/repair and return my car from his place. He has his valeters clean it and then lets me know when I can collect.
Now this all works for a number of reasons.
1. I do not go anywhere else - he gets all my business.
2. I am not unreasonable and do not demand the moon on a stick every time I go in there.
3. I accept that he does not do everything himself so there are going to be times when a muppet gets involved. As long as it gets rectified, who cares? Life's too short to take it all personally and sometimes, junk happens. Get over it.
4. It's all about give & take, being flexible and relationship building.
5. I don't drive them into the ground on price. I do check around and have yet to experience the feeling that I am being robbed by them.
Point 4. If the DP or Service Manager is not the sort of person you can build up a decent working relationship with, that's the time to go elsewhere and make a formal representation to their head office with the (factual) reasons why you feel you are not able to return until your issues have been addressed.
People do business with OTHER PEOPLE, not companies. There are closer place to me than where I go but I choose to deal with the bloke I can trust. And the best bit about Stratstones? Well being the largest retail group in Europe means they have a HUGE used car stock, all of which is available to me through one dealership.
Look, if SS Hull are that crap, complain in large numbers to Head office. How is it ever going to get fixed if their leaders are unaware? Think about it another way. If YOU owned that company and YOUR STAFF were driving away YOUR CUSTOMERS with a poor customer experience, wouldn't YOU want to know about it?
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 14th Jan 2011 9:00 pm |
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luvbus
Member Since: 04 Mar 2007
Location: Foot of Rudland Rigg
Posts: 829
  
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mzplcg,
You arguments sound, unfortunately once bitten twice shy...
Generally when customers are not happy they tend to vote with their feet and that is what is happening at SS Hull.
Reading your post you have done the same with your local LR dealers and chosen to take your business to someone who gives you the customer service you require as have the guys above.
Price is a consideration but not always the overriding factor. When you get a snotty call asking why you have taken your car elsewhere (they always seem to know)? The response is their quote was double the competition (who give excellent service to boot) all trust is lost when told you should have rung back as they will beat any other quote.
They are quite happy to rip off customers who take them at face value but are suprised if you go elsewhere when they get found out. 
I don't think I could be convinced to go back no matter what assurances were given by SS. It would also be unfair to jilt A M York who have literally gone the extra miles to give great service and fill the void.
This section is about dealership feedback, hopefully the posts in this thread will help members make an informed decision about where not to take their LR in East Yorkshire and the possible alternatives.  Club N.E.R.D.s
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| 14th Jan 2011 9:50 pm |
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sopjas
Member Since: 30 Dec 2008
Location: Its never Dull in Hull
Posts: 280
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I have written to their head office and LandRovers head office regarding them fitting pattern parts to my vehicle even thought they charged for genuine ones. 
This happened to 748scratcher , he had work done under warranty by SS Hull and when the part failed again shortly after he returned the vehicle to be inspected, The cheeky  rang him and said they will not cover under warranty as pattern parts had been fitted. 
Plus how can you build a relationship with staff if they go through them like so quickly.
LandRover should pull out and open somewhere else independant. but thats my opinion. 'Just because you're breathing doesn't mean you're alive'
Buckingham blue, Webast timer/remote, AT2s, Black & Silver ovals ,
Privacy Glass , Drilled and Groved Discs , Xenons, Rear LED's , Light Guards,Hawkeye diagnostic unit.
TL1000R--XR600R--
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| 14th Jan 2011 10:20 pm |
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mzplcg
Member Since: 23 Jun 2009
Location: Gone
Posts: 1087
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luvbus wrote:Reading your post you have done the same with your local LR dealers and chosen to take your business to someone who gives you the customer service you require as have the guys above.
Not exactly. Both my D3 V8 and FFRR TDV8 have come from the Jag dealer where my Pal is DP. I only took it to LR Solihull on his recomendation since Jag techs don't always know how to work on LR. After the 2nd set of problems I wrote to Pendragon which did make a difference - the DP changed quite quickly. Anyway, now I take it to SS Jag who then take it to SS JLR (both franchises) in Wolverhampton on my behalf.
But my point, which probably wasn't very well elocuted, is this. There are thousands of LR owners who are not members here or any other forums and are not privy to the information here. Only by forcing up the standards will they too get half decent service.
But like I also said, whatever works for you best. I would have carried on with LR Solihull but since I don't have to drive to Wolverhampton myself, and I quite enjoy blatting around in a Jag XK for the day, I do what I do now. Still SS though and great service. Just different people.
sopjas wrote:I have written to their head office and LandRovers head office regarding them fitting pattern parts to my vehicle even thought they charged for genuine ones.
If that is truly the case and not an honest mistake (not sure how it could be tho) then they should be reported for fraud. That is a criminal offence.
sopjas wrote:Plus how can you build a relationship with staff if they go through them like so quickly.
Find a decent bloke near the top of the chain. Management are paid quite well there so they do tend to hang around. Forget the slimy git in the showroom, he's just a barrow boy in a suit, build a relationship with the DP or his deputy. Write letters of thanks when they do the job right etc. Takes time but well worth the effort.
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| 14th Jan 2011 11:09 pm |
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John C
Member Since: 28 Aug 2007
Location: East Yorkshire
Posts: 3292
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All sounds great and I agree with approach, but i just don't have the time or inclination (and why should I) to help fix their business... Perfectly happy going elsewhere and keen to make sure others don't have the same problems. Their problems are pretty fundamental (see the post from the employee) not just isolated errors that can be learned from and quicky rectified.  2020 SDV6 D5 HSE, Carpathian Grey +
2022 Tesla Model Y LR... almost Carpathian Grey
Previously : 2005 TDV6 SE Auto, Cairns Blue (288K) - ours for 16 years
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| 15th Jan 2011 1:00 am |
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Archeci
Member Since: 17 Jul 2009
Location: East Yorkshire
Posts: 558
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I did send an e-mail of complaint, and got the briefest of reply saying it would be passed to the service manager, he was part of the problem!
They are a large company its clear the dealership in Hull is in a very poor state customer care is clearly not the priority. I have a friend who used to work in the workshop he is glad to be out of there! He told me they often fitted pattern parts, and if they used genuine parts the parts department would keep the genuine boxes to place pattern parts in them and sell them to the public. Thats not underhand its fraud!
Lee Tonga Green TDV6 S
Remember laughing or smiling confuses the management.
Last edited by Archeci on 15th Jan 2011 2:38 pm. Edited 1 time in total
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| 15th Jan 2011 9:23 am |
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sopjas
Member Since: 30 Dec 2008
Location: Its never Dull in Hull
Posts: 280
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I must just add, the only person who is any god at their job is the female parts person. She is great to get on with and very helpfull. 
They should make her the General Manager !
I have worked in the past as a service manager and as a mechanic in a local m/cycle dealer and your right you need to build relationships with the customers.
The top and bottom of it is that if they treat the staff and the customers as they clearly dont give a how can you trust them, empoyees rebel against been treated like monkeys and that affects us the customer because they dont put any effort into their work, Its a visious circle.
CLOSE THE PLACE, SACK EVERYONE BUT THE PARTS PERSON AND START AGAIN, 
'Just because you're breathing doesn't mean you're alive'
Buckingham blue, Webast timer/remote, AT2s, Black & Silver ovals ,
Privacy Glass , Drilled and Groved Discs , Xenons, Rear LED's , Light Guards,Hawkeye diagnostic unit.
TL1000R--XR600R--
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| 15th Jan 2011 10:20 am |
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DG
Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50978
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Can I remind users of their responsibilities concerning statements which could potentially be deemed defamatory. There is a fine line between 'Fair comment', which many posts in this thread are, and some posts which appear to be making allegations which cannot be substantiated here.
Please keep your comments factual and relative to your own personal experience rather than offering negative generalisations or accusations. 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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| 15th Jan 2011 10:57 am |
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Archeci
Member Since: 17 Jul 2009
Location: East Yorkshire
Posts: 558
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Having been the subject of poor service and poor customer relations at this dealership I CAN substantiate my comments!
Lee Tonga Green TDV6 S
Remember laughing or smiling confuses the management.
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| 15th Jan 2011 2:39 pm |
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John C
Member Since: 28 Aug 2007
Location: East Yorkshire
Posts: 3292
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Thanks. Very happy to go into detail on or off the forum to substantiate my issues. It's worth pointing out that the major beef was from a former (current ?) employee...
2020 SDV6 D5 HSE, Carpathian Grey +
2022 Tesla Model Y LR... almost Carpathian Grey
Previously : 2005 TDV6 SE Auto, Cairns Blue (288K) - ours for 16 years
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| 15th Jan 2011 3:00 pm |
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sopjas
Member Since: 30 Dec 2008
Location: Its never Dull in Hull
Posts: 280
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Well here we go again! Booked the Disco in for brake booster recall at Stratstone and guess what? 
Dropped off the car and handed the keys in no problems was told the car would be ready for 3.30pm, great because at 3.30 the car was ready.
Today, me being a perfectionist just thought I would look at their workmanship (is this just me who does this) 
I was slightly disapointed that the soundproufing for the rh injector bank was missing completly and all the mounting brackets and clips where too, I returned the car and was told my the SM that they dont take any parts off the car, so I showed him the actual LR recall instructions, the car dissapeared for around 15-20 mins where I was left standing in the showroom (no offer of a brew or a seat) he then returned with the words "they are looking for it".
Eventually the car was handed back to me, no appoligies or anything so off I go on my way.
Get home and for some reason decided to check there workmanship again  New pad fitted or should I say stuffed under the pipes with two broken clips fitted to fresh air as the brackets are still missing.
Rang them up again to them making me feel as if Im the one in the wrong because I want my £20.000 Disco given back to me the same as it was when it went in, How can they get things so wrong ( is this to much to ask? ) 
Decided I would buy the parts and send them the bill as I now refuse to let them touch the car again but the parts not shown on mircocat ahhhhhhhh ahhhhhhh. So will have to try again! 
And two of my childrens sweets have gone missing mmmm mmmm I wonder? 
These comments are factual and relative to my own personal experience. 'Just because you're breathing doesn't mean you're alive'
Buckingham blue, Webast timer/remote, AT2s, Black & Silver ovals ,
Privacy Glass , Drilled and Groved Discs , Xenons, Rear LED's , Light Guards,Hawkeye diagnostic unit.
TL1000R--XR600R--
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| 4th Feb 2011 5:37 pm |
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biggabreakfast
Member Since: 24 Dec 2010
Location: cottingham, east yorkshire
Posts: 29
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I ordered a key 23rd december, four visits later still not sorted - they smashed open my old fob without permisision and now they have damaged the blade on the most recent attempt, i am the angriest person in the world right now! they are S***.
They have blamed Martin Hancock the mobile diagnostics guy for using grips to put the key in. but what was he doing there??
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| 19th Feb 2011 10:07 am |
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Archeci
Member Since: 17 Jul 2009
Location: East Yorkshire
Posts: 558
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I have to say from personal experience Martin Hancock is very poor, he was wrong when he was used a few back to diagnose faults by Land Rover Specialists (LRS in Hull) on our Freelander and last year wrongly diagnosed the air compressor on my D3 when it had already been changed and was actually a wiring fault. I wouldnt use or recommend him or Stratstones. Its worth noting that Stratstone in Hull have been using him for some time!
Lee Tonga Green TDV6 S
Remember laughing or smiling confuses the management.
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| 19th Feb 2011 10:17 am |
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DrLex
Member Since: 15 Jul 2005
Location: Ciderspace [Oi be in Zummerset]
Posts: 4863
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biggabreakfast wrote:I ordered a key 23rd december, four visits later still not sorted - they smashed open my old fob without permisision and now they have damaged the blade on the most recent attempt, i am the angriest person in the world right now! they are S***.
They have blamed Martin Hancock the mobile diagnostics guy for using grips to put the key in. but what was he doing there??
What on earth are they doing fiddling with your old key? The procedure is order from LR with VIN & it comes cut; all that's required is pairing to the car electronically (IDS/AutoLogic etc).
Even if they were swapping the blade onto a blank, all they need is a picture pin to push through the retaining pin; 10 second job. Time flies like an arrow; fruit flies like a banana
Member of Club Med Sucks
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| 19th Feb 2011 1:48 pm |
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biggabreakfast
Member Since: 24 Dec 2010
Location: cottingham, east yorkshire
Posts: 29
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wrong blade came twice from land rover so the second wrong occaision (last week) the dealer took it upon themselves to break apart one of my fobs (which they said didnt work, IT DOES WORK!! ) and use that blade to put into my new fob. In doing so the dealer blames Martin for using grips on it and damaging it. So my car is returned to me at work (i refused to bring it and told them they would have to pick it up) unwashed (promised a wash and vac upon return for all my problems) and the driver hands me two keys, i said wheres the third one? He says theres only two the other one's smashed up in the workshop!!
Loads of ringing the delaership the next day i was FLIPPING WELL ANNOYED !!! If you get me!!
dealer is trying to sort new blade, denying key is smashed in workshop and will return with new correct blade when arrives from LR.
we will see ..........
Anything else needed and my pride and joy is going to Duckworths in Market Rasen - spoke to them and they were so welcoming. A WORLD APART FROM THE CRAP IN HULL.
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| 19th Feb 2011 7:17 pm |
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