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steam_simon

Member Since: 24 Sep 2022
Location: London
Posts: 82

Is this the standard for Land Rover Service Departments?

My first JLR vehicle is a Defender 110.

On delivery in November 3xUSBs ports were missing.

I waited 2 months for the service (when booking the replacements in May) so that a courtesy car was available as the service would take 1 day.

Yesterday, I was informed that there was no need for a courtesy car as fitting them would only take 1 hour and a complementary wash was 45 minutes.

I took the vehicle to the Dealers at 09.00, requested a wash and was Ubered back home.

At 16.00 I had not heard from them. On ringing them twice there was no reply at the dealership.

I finally got through to reception at 16.15 but the Service Department was not available. I left a message asking them to call me back and was texted back that the car was in the wash and would be ready today. I texted back asking when?

At 17.00 I received a txt saying a return Uber was on its way and the car was ready.
I arrived at the dealership at 17.30. The Service Manager said the car was in the wash.

I finally got the car back at 18.00. It hadn’t been cleaned or washed.

But on the plus side the USBs had been fitted.

21st Jul 2023 7:40am

Mdm

Member Since: 11 Sep 2013
Location: Sunny Lancashire
Posts: 1599

seems to be standard practice for jlr these days .
your lucky it came back in under a week.
dont forget customers to them are nothing but cash cows.

they leave customer service for other brands.....

21st Jul 2023 9:22am

TexasRover

Member Since: 24 Nov 2022
Location: Paris
Posts: 1051

2002 Defender 110 Td5 DCPU Chawton White

I think it is probably a corporate culture thing. I work in a large multinational company where the safety is top notch so are our ethics standards but over time it has become acceptable to tell vendors they are being paid while in fact they are not. But that's ok because it is good for the balance sheet and we think we get away with it (but obviously we are not and there will be consequences)

Likewise at Land rover it has probably become acceptable practice to tell customers porkies and thinking they can get away with it. Substandard has become acceptable

The only way to change as a company is to make it unacceptable do a total overhaul of the company standards from top down. It's not going to change on the shop floor.

So I suppose we just have to wait for Land Rover to get this Aha-Erlebnis (https://en.wiktionary.org/wiki/Aha-Erlebnis)

Personally I avoid all garages, it has been a disappointment anywhere I go.

21st Jul 2023 9:26am

Farmerben

Member Since: 16 Jan 2017
Location: Herefordshire
Posts: 605

2015 Defender 90 Puma 2.2 HT Keswick Green

As a kid, my parents' first non agricultural LR was a 1996 Discovery 300Tdi ES. Spent as much time in the dealer as out of it and the dealership staff couldn't give a

. I remember my mum sternly but calmly stating down the phone "If I wanted a gold Rover hatchback, I'd have bought a gold Rover hatchback" (the courtesy car she was given).

Probably loads of people saying the company is going down the toilet but it's nothing new.

I just ended up buying a couple online and fitting myself. Took me 20mins. https://instagram.com/bentheoandrews

21st Jul 2023 9:42am

Co1

Member Since: 19 Aug 2018
Location: North Yorkshire
Posts: 3674

Standard. I had mine booked in for a 45 minute tyres fitting. 2 hrs later they just got it in the ramp…

I find that if you’d set your expectations at rock bottom, you’ll generally be pretty pleased when you walk out.

21st Jul 2023 12:26pm

lightning

Member Since: 23 Apr 2009
Location: High Peak, Derbyshire
Posts: 2763

Same with Ford

"While you wait" one hour van service.

Got there at 9am and it was ready at 2pm

Spent ages walking round the posh town in my work clothes next to the Ford dealer and getting dirty looks from people, plus totally snubbed in a cafe.

21st Jul 2023 12:55pm

Moo

Member Since: 01 Oct 2021
Location: UK
Posts: 1372

Yep.

I'm now going to sort against my supplying dealer.

This is another members experience.

https://www.defender2.net/forum/topic88348.html Eiger Grey MY23 D250 SE with bits. Known as Noddy.

21st Jul 2023 2:26pm

stevemfr

Member Since: 18 Sep 2022
Location: Strasbpurg
Posts: 137

Co1 wrote:
Standard. I had mine booked in for a 45 minute tyres fitting. 2 hrs later they just got it in the ramp…

I find that if you’d set your expectations at rock bottom, you’ll generally be pretty pleased when you walk out.

Undersell and overdeliver. But it's the vendors who are supposed to be doing that with customers - not vice versa.

LR is very lucky to have customers like you. Hmmmm, wait. Like us, I guess...

RRC 2Dr, RRC 4Dr,
P38, and 2 L322s,
2 FL1s and a L663 on the way

21st Jul 2023 4:51pm

Badeagle

Member Since: 27 Aug 2022
Location: London
Posts: 54

Took mine in for the USBs and they gave me a voucher to go and have some breakfast at a local bistro,
Got a text about an hour and a half later that the car was ready.
Picked up fully cleaned. MY23 XS 110 D250
2003 Jeep Cherokee Limited

21st Jul 2023 7:04pm

WizzardPrang

Member Since: 05 Nov 2020
Location: Hertfordshire
Posts: 154

Don't forget, JLR time is not the same as real time.

Current vehicle: 2020 Defender 110S
Gone: Defender 90 HT 200Tdi, Discovery Sport, Freelander 2

Insta: wizzardprang

21st Jul 2023 9:13pm

Co1

Member Since: 19 Aug 2018
Location: North Yorkshire
Posts: 3674

Take it all back! I took it Lloyd York this morning for a little warranty job. Took the dog with me and went for a walk while waiting. The lady that greeted me was really friendly and really liked the dog. Anyhow, got the car back a few hours later with a bay of free dog related landy gear as well!

Click image to enlarge

22nd Jul 2023 11:39am

DAP2022

Member Since: 16 Feb 2022
Location: Norfolk
Posts: 120

Wow that’s good, when mine got handed over the salesman said “here is a gift for you” and handed me a box containing the keys. Had to smile when I saw my trade in decrease in value by £8000 on their website before it sold.

22nd Jul 2023 12:18pm

familymad

Member Since: 13 Dec 2011
Location: Bucks
Posts: 3481

2016 Defender 130 Puma 2.2 HCPU Santorini Black

Re: Is this the standard for Land Rover Service Departments?

steam_simon wrote:
My first JLR vehicle is a Defender 110.

On delivery in November 3xUSBs ports were missing.

I waited 2 months for the service (when booking the replacements in May) so that a courtesy car was available as the service would take 1 day.

Yesterday, I was informed that there was no need for a courtesy car as fitting them would only take 1 hour and a complementary wash was 45 minutes.

I took the vehicle to the Dealers at 09.00, requested a wash and was Ubered back home.

At 16.00 I had not heard from them. On ringing them twice there was no reply at the dealership.

I finally got through to reception at 16.15 but the Service Department was not available. I left a message asking them to call me back and was texted back that the car was in the wash and would be ready today. I texted back asking when?

At 17.00 I received a txt saying a return Uber was on its way and the car was ready.
I arrived at the dealership at 17.30. The Service Manager said the car was in the wash.

I finally got the car back at 18.00. It hadn’t been cleaned or washed.

But on the plus side the USBs had been fitted.

Standard. Worst dealerships I have ever dealt with. 1951 80" S1 2.0
1995 110 300TDI
1995 90 300TDI

22nd Jul 2023 1:29pm

XplusYplusZ

Member Since: 16 Aug 2021
Location: UK
Posts: 484

My dealership took 2 attempts to solve the USBc issue.

First they collected the vehicle, returned quickly the same day, clean, but frustratingly hadn't fitted the USBcs in the rear.

Second attempt they fitted the rear USBcs, but the 12volt sockets are still missing.

I've given up. I'm just pleased they were so quick to return it and I didn't get a courtesy car. (I understand they aren't always landrover products, right?)

24th Jul 2023 1:56pm

Rashers

Member Since: 21 Jun 2015
Location: Norfolk
Posts: 3498

2014 Defender 110 Puma 2.2 USW Corris Grey

Co1 wrote:
Take it all back! I took it Lloyd York this morning for a little warranty job. Took the dog with me and went for a walk while waiting. The lady that greeted me was really friendly and really liked the dog. Anyhow, got the car back a few hours later with a bay of free dog related landy gear as well!

Click image to enlarge

It’s like the complimentary coffee. It isn’t free. You know who ends up paying for it in one way or another 😄

I got a couple of golf umbrellas when they screwed up my Defender a few years back.

The problem with all main dealers is there are so many people and none of them talk to each other so lies or should I say, being ecenomical with the truth can soon escalate completely out of control and it just ends up making the customer upset.

24th Jul 2023 5:57pm

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