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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795   
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I agree, the problem is that the service manager was not the tester. He said that they needed to check the wording and that they would never pass an unsafe vehicle. Basically I think they have interpreted the MOT manual in their favour.
As things got quite heated I think exactly what was said was by the service manager was probably said as a knee jerk reaction to being caught on the back foot with the various points raised. Whatever the outcome, the customer service was truly shocking. If our employees had the attitude we experienced towards our customers, we'd be out of business very quickly indeed. I just realised that I didn't post a picture of the damage to the heat shield below the rear prop bearing which they "absolutely didn't even touch" when investigating a driveline noise. The following damage must have been caused by some debris on the road. (another reminder that this vehicle has only ever been to the dealership involved)  Click image to enlarge Click image to enlarge 2002 90 Td5 Station Wagon 1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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6th Jan 2020 9:49pm |
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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795
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In my opinion that had been done to access the propshaft bearing to assess for play.
The camera doesn't pick it up, but the are witness marks behind the shield where someones sleeve has cleaned dirt off as they reached in to feel for play. I'd love someone to explain how road debris would damage the heat shield in this way  2002 90 Td5 Station Wagon
1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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6th Jan 2020 9:53pm |
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| gtmotorsport Member Since: 29 Jun 2016 Location: Cornwall Posts: 97 
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I would make contact with VOSA and raise concerns over the dealers MOT testing, highlighting all these issues and asking if they would assess the vehicle independently. The individual MOT tester can be held accountable I believe and if a case bought be warned as a minimum. Given also that I assume the MOT'er is a dealer employee, they should be well and truly aware of the various model problem areas. Stinks of cover up to me.
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7th Jan 2020 6:52am |
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| BuckBlu110 Member Since: 19 Apr 2014 Location: in the pub Posts: 719 
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Just out of interest Grafty, what vehicle is it? The rust might be something to look out for, for anyone else with the same car.
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7th Jan 2020 8:52am |
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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795
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It's a 2011 Range Rover L322
 2002 90 Td5 Station Wagon
1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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7th Jan 2020 9:15am |
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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795
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They were on the verge of swapping it. But I think after this experience they'll be changing brand loyalty (after 35 years of owning LR products) 2002 90 Td5 Station Wagon
1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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7th Jan 2020 9:19am |
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| L110CDL Member Since: 31 Oct 2015 Location: Devon Posts: 10872 
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I think nowadays, loyalty does not mean anything to dealerships which is very sad
I'm with the view of Mash and gtmotoersport  Clayton.
1996 Golf Blue 300Tdi 110 Pick up. Keeper. |
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8th Jan 2020 7:36pm |
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| Procta Member Since: 03 Dec 2016 Location: Sunderland Posts: 5235
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loyalty is dying out across the board now, not many places are loyal now to their work force etc. All down to pure greed Defender TD5 90 ---/--- Peugeot 306 HDI hatch back
Success is 90% Inspiration and 4 minutes Preparation # you can make it! |
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8th Jan 2020 9:20pm |
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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795
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So an update after the L322 has been at the dealer for a few days.
Guess what?! The rear prop bearing was the source of the noise. But they CATEGORICALLY hadn't bent the heat shield to inspect the bearing before hand. 
And they refuse to fail the rust hole, because its the MOT testers discretion, apparently (despite the MOT handbook stating otherwise). So where has that left us? Well the warranty won't now cover the rust, because it won't cover more than 1 MOT in 12 months (which is why I believe they passed the rust in the first place). My dad had a meeting with the dealership principal today to discuss the attitude of the service manager and the warranty. He agreed that the heat shield damage was unacceptable but that the rust was at the MOT testers discretion so the rust won't be repaired under warranty. Dad has since sent in the paperwork directly from the MOT handbook from the .gov website which removes all doubt that the vehicle should have failed. If they still refuse to do anything about it then we'll be reporting them to VOSA/DVSA. I feel we have given them plenty of opportunity to correct this, they haven't, so things are going to start escalating quite rapidly beginning on Monday! I'm not going to name the dealership in question, yet, but I'm sure you could probably work it out with Google and my avatar  2002 90 Td5 Station Wagon
1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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10th Jan 2020 5:55pm |
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| Chugga90 Member Since: 07 Sep 2014 Location: Bucks Posts: 208 |
The heat shield, the damage is near the rear?
When I had mine, previous owner used in on a shoot and had caught a beech branch in it and pushed it back. This was enough to make it cause a bearing type noise. Straightening out and reinforcing it stopped any noise. My guess is the dealer in Barnstaple, had less than enthusiastic help from them when I needed parts whilst on holiday close by a few years back. With LRCS, would not pin much hope of help from them. By all means report your issues to them, it will cause the dealer to be fined/lose bonuses if they are proven wrong. The LRCS will take up your time, never get conclusion and pass from person to person! Best of luck with getting it all dealt with |
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10th Jan 2020 6:24pm |
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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795
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The heat shield damage was at the front of the fuel tank. It had been bent forwards and down around the exhaust, there is no way debris could have done it in this case. When not damaged the heat shield sits in a recess of another (completely unmarked in our case) heat shield. For debris to cause the damage the other heat shield would have been damaged as well.
They have been fine with us up to this point, although it definitely does depend on who you speak to at the time. There is a lot of dead wood in the dealership who can't really be bothered. 2002 90 Td5 Station Wagon 1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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10th Jan 2020 6:30pm |
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| Zed Member Since: 07 Oct 2017 Location: In the woods Posts: 3348 
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Which dealer Grafty?
If they have washed their hands of the matter I reckon it's fair game to name and shame. WARNING. This post may contain sarcasm. |
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10th Jan 2020 6:36pm |
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| Chugga90 Member Since: 07 Sep 2014 Location: Bucks Posts: 208 |
I have no doubt that they more than likely mashed the heat shield, my ambiguous rambling was suggesting it was the heat shield causing the noise potentially rather than a bearing. I suppose they are aiming to repair a bearing under warranty and get the heat shield repair as part of the repair? Good luck |
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10th Jan 2020 6:53pm |
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| grafty99 Member Since: 15 Aug 2012 Location: North Devon Posts: 4795
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Ahh I see, yeah the centre bearing was toast. It has been in previously to diagnose the noise, and I think during the diagnosis is when the shield was bent to access the centre bearing. That part has all been covered under the standard extended warranty.
The part that is now not covered by the extra MOT failure warranty is the rust on the front subframe, because they passed it and advised rather than failed. I don't want to name the dealership Zed as things may yet get messy. Chugga90 mentioned a dealer he used in North Devon that wasn't much cop 2002 90 Td5 Station Wagon
1990 Vogue SE Triumph Tiger Explorer 1200 Td5 90 Thread http://www.defender2.net/forum/topic50767.html Tdi 110 Thread https://www.defender2.net/forum/topic69562.html RRC Thread http://www.defender2.net/forum/topic54492.html Instagram http://www.instagram.com/george_grafton |
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10th Jan 2020 7:02pm |
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