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Redroof

Member Since: 04 Jul 2023
Location: Scotland
Posts: 29

Why are LR dealers so terrible?

Since 2016 I’ve had new-ish Land Rovers in warranty and used the dealer network in Scotland. I’ve had dealings with all the dealer franchises and I have had only one favourable experience from Perth, who sorted out a warranty issue with my Discovery 4 throttle body.

With that one exception I have had issues from bookings not going in the diary, to attempted rip offs where my tyres were reported as needing replaced though they had 4.5mm left on them.

Yesterday I took my new Defender to the same place I bought it for its first service in my ownership, and yet again it’s been a wholly frustrating and disappointing experience. Firstly they booked the courtesy car for the wrong day and then tried to change the service date to suit the courtesy car booking. Luckily when I explained I have a 3 hr drive to get to them and I had taken time off work they managed to find a car for me. Secondly, after the service - which was free by way of apology due to previous poor performance, when I stopped and re-started the car some 2 hours after leaving the garage, I got the message that the service was due. With that I looked a bit deeper to find that indeed the N888 software had not been updated, nor had any software updates been performed since the last OTA in July.

I’ve had poor service experience with Seat, Audi, Peugeot but Land Rover is a cut above. Is it just me, am I just unlucky? They seem to want to be the luxurious top notch brand but their customer service is terrible and they appear to make the most simple mistakes at every turn.

To add fuel to the fire I got the email to renew my navigation service but the link doesn’t work and the AI help bot is as much use as a one legged man at an arse kicking competition.

I love their products, the experience of purchase was great each time but I feel the after sales service lets the whole thing down.

That’s my rant over for now - thanks for reading if you made it this far! Current Garage...
1998 Defender 90 300Td
2021 Defender Carpathian Edition

21st Aug 2024 8:09am

LR Nuts

Member Since: 10 Aug 2022
Location: UK
Posts: 1087

Land Rover Dealerships have a reputation to uphold

21st Aug 2024 8:16am

Moo

Member Since: 01 Oct 2021
Location: UK
Posts: 1338

I think cr4p service is part of the business model and they do it so well that the training seems to be very effective.

Sadly, my local LR dealer seems to have ignored the standard operating procedures and has provided great service, whereas the dealer I purchased it from will soon be defending their behaviour in court.......

Eiger Grey MY23 D250 SE with bits. Known as Noddy.

21st Aug 2024 8:45am

Retroanaconda

Member Since: 04 Jan 2012
Location: Scotland
Posts: 2635

Sounds like you used the same dealers I did. They have ended up doing several services free or discounted and paid me hundreds in compensation for their incompetence.

Excellent cars - terrible dealers.

21st Aug 2024 9:41am

Redroof

Member Since: 04 Jul 2023
Location: Scotland
Posts: 29

To be fair, given that it’s a 100% run in terrible service for me, I knew I was not alonandnit comes as no surprise! My Disco 4 came with a 5 year maintenance deal and the current Defender has two more years of free services to go - unless they cock up more.
One free service was part of the purchase agreement and the other two were because they couldn’t repair the damaged wrap which was noticed at the handover along with a huge crack in the panoramic roof - both of which were missed in the 165 point pre sale inspection 🤦‍♂️.
If it wasn’t for the free servicing I’d be using an independent specialist.
I feel like a glutton for punishment, which I guess comes with the territory - I’ve owned 300tdi 90 since 2009, which although has never let me down has taken a lot of time in maintenance and running repairs 😂

A friend questioned why I didn’t buy a Volvo instead, so I told him a Volvo is bought with with your head, and the Land Rover is bought with your head up your arse!

In saying that I did go out and buy a Volvo as well as a second car, and to be fair it’s pretty good! Current Garage...
1998 Defender 90 300Td
2021 Defender Carpathian Edition

21st Aug 2024 10:27am

H1Tad

Member Since: 20 Jul 2024
Location: Maine
Posts: 110

You guys have me scared. I'm brand new to LR's and LR Dealerships - and I just dropped off my (new to me) 110 for a service appointment to fix a windshield that is doubling as a rain shower head!

It was not an auspicious start when the after hours key drop box was... locked shut. Thankfully the sales staff were still on site and were able to take my key with a sarcastic comment about "oh we just didn't want you to bring it in."

I've got a friendly relationship with the dealer ownership and sales staff as they host Cars and Coffee a few times a year. They always put on a great event with free coffee and donuts for everyone. At one event last year I think they said they gave away close to 700 donuts.

Lets hope I'm not going to eat it when it comes to this warranty repair. 2022 Defender 110 SE P400 Tasman Blue Expedition and Cold weather package
2003 Hummer H1 P400 Firehouse Red
2008 Toyota FJ Cruiser

21st Aug 2024 11:37am

discomog

Member Since: 09 May 2015
Location: Notts/Lincs Border
Posts: 2526

2015 Defender 90 Puma 2.2 XS CSW Santorini Black

To be fair guys, LR dealers do make exceedingly good coffee and at the top notch dealers you also get free biscuits.

Defender 90XS SW
Mini Countryman Cooper S
Morgan Plus 8

21st Aug 2024 12:43pm

lrFFM

Member Since: 28 Sep 2017
Location: Frankfurt
Posts: 55

2016 Defender 90 Puma 2.2 SW Keswick Green

I have dealt with 4 different LR dealers here in Germany and all of them have been very good. Much better than Mercedes or BMW.

21st Aug 2024 1:21pm

lightning

Member Since: 23 Apr 2009
Location: High Peak, Derbyshire
Posts: 2706

My local Land Rover dealership has been fine, no issue with them.

The only complaint was the handover of the new Defender Commercial. Not for me the under cover handover area.....salesman stood next to the Defender outside in the rain and showed me how to start it and pair my phone.

When we bought out VW Up GTi the experience was much better. The car was inside the showroom covered in a cloth, and we got champagne and flowers.

Last edited by lightning on 22nd Aug 2024 7:05am. Edited 1 time in total

21st Aug 2024 6:18pm

TexasRover

Member Since: 24 Nov 2022
Location: Paris
Posts: 1019

2002 Defender 110 Td5 DCPU Chawton White

discomog wrote:
To be fair guys, LR dealers do make exceedingly good coffee and at the top notch dealers you also get free biscuits.

I was surprised to find that at the local Peugeot dealership we had to pay for own coffee (€1) when we bought my wife's runaround 109 (basically a Toyota so annoyingly reliable).

When we bought the car I requested my 1€ back, the salesman said no one ever asked for that. Needless to say we have not been back.

21st Aug 2024 6:48pm

Zed

Member Since: 07 Oct 2017
Location: In the woods
Posts: 3250

2010 Defender 110 Puma 2.4 XS CSW Santorini Black

A Land Rover dealer’s primary job is to sell finance. Secondary they are parts fitters. If you want a place that knows how to look after your car properly go to a specialist. WARNING.
This post may contain sarcasm.

21st Aug 2024 7:41pm

Moo

Member Since: 01 Oct 2021
Location: UK
Posts: 1338

LR could learn a lot from Volvo. I was so impressed with the service and support from them. They could teach LR dealers a thing or two.

Interestingly I bought my daughter a new Mini from Dick Lovett Mini in Bath (Melksham), which we picked up today. She's only just turned 19 but they treated her with the utmost respect as the customer and took her seriously from the first point of contact.. Really impressed with both the Bristol and Bath dealerships.

The same can be said of the Dick Lovett Bath LR. I didn't buy my car from them, but they have been really good and very supportive with good customer service. This is in stark contract to my supplying dealer....

Eiger Grey MY23 D250 SE with bits. Known as Noddy.

21st Aug 2024 9:59pm

Gareth

Member Since: 12 Dec 2011
Location: Bramhall
Posts: 1094

My dealer - Williams in Manchester, have just laid on a superb evening open air cinema event, showing ‘The greatest showman’! It was a great evening out, free food, booze and a funfair for the kids (well ok ME!) As a dealer, I have no complaints, they are expensive, but I have not disappointed. 2021 Defender 110 X-Dynamic HSE D300 MHEV
1966 S2a 109 aka Betsy
1968 S2a 88 aka Bob
2014 Jaaaag F Type 3.0 Supercharged.

22nd Aug 2024 6:16am

Redroof

Member Since: 04 Jul 2023
Location: Scotland
Posts: 29

Perhaps it is a Scottish thing but they just don’t seem to be able to provide reasonable service without fundamental mistakes in bookings.
It’s the servicing that’s the issue, the sales are great.
It’s probably concentrated as I don’t live anywhere near a dealer and so it becomes a whole day affair for a simple service.
I’ll be able to compare with Volvo soon when my XC-40 EV goes in for its first service! Current Garage...
1998 Defender 90 300Td
2021 Defender Carpathian Edition

22nd Aug 2024 6:30am

mlambton

Member Since: 20 Apr 2024
Location: Devon
Posts: 22

I have had huge issues with LR servicing and repairs (though with my RR SDV8 not my Defender) I could fill pages with the Vertu dealerships inability to coordinate a spare part availability with a loan car and an appointment date. They have failed so many times to bring the 3 elements together. A routine filter and oil change left me 2 weeks later stranded in a National trust car park with diesel all around the car because the technitian had not refitted the high pressure fuel pipe correctly to the fuel filter housing resulting in it blowing off. Ive had replacement parking sensors ordered and painted the wrong colour then the next set were for the wrong side and so it continues. Utter shambles. I just hope my Defender never needs to go in

2024 L663 110 Defender P400e Carpathian Grey
2015 Range Rover L405 SDV8 AB Corris grey
2010 Range Rover TDV6 HSE Narra Bronze sold
2006 Discovery 3 SE green sold
Defender 90 td5 sold
Defender 90 soft top sold

22nd Aug 2024 8:58am

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