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| TexasRover Member Since: 24 Nov 2022 Location: Paris Posts: 1051   
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I think you will probably find other brands are not much better. I had to deal with Jeep dealer once, was appalling. Probably my expectations were wrong.
However, I also think that the world of social media is full of people sounding off about how things should be verses how they are (or are experienced). It is a bit of a disease that in my opinion just leads to frustration, stress and disappointment. The service industry is always overselling itself and under delivering, this is how business is expected to be now: Lots of management: all talk no action. In past it was just what it was and people just accepted that. Having gone through a burn out recently on a job I have been doing for 25 years, I came to the conclusion I was approaching life wrong. I have adapted Stoicism (successfully) You need ask yourself, how bad is all of this really and I should just ignore everything around me and draw my own conclusions manage what I can manage and move on. Life is to short to get wound up about it. You are not going to change anything, other than get yourself more upset. But obviously that's just me. |
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22nd Jun 2023 8:33am |
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| Mr Fox Member Since: 10 Sep 2011 Location: green & pleasant land Posts: 1037  
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Not just you; I take a similar approach and tend to gauge most things with a question I pose to myself: “Will I still care about this (what ever issues it is) in a year, a month or a week later?” If the answer is No, generally I attempt to approach things in a more relaxed manner. It took, what was probably not dissimilar to what you mention in terms of work, a few deaths in the family and two health scares to get to where I am now but I am working on it. I cannot recall the exact saying but it is something like: Bitterness is like drinking poison and expecting it to hurt the person you are angry at. Having witnessed first hand how stress and tension damages health, it feels all too true. I will still, when appropriate, mention poor customer service but I don’t get frustrated about it the way I used to. As I said previously, I think the push towards AI and automation is going to decrease service, not improve it and therefore, the best thing to do imho is to support companies who do deliver quality service and aren’t trying to do away with employees. In many cases, this means supporting local business, which is also no bad thing. |
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22nd Jun 2023 8:50am |
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| Clemmo Member Since: 03 Aug 2012 Location: Mile Oak Posts: 1217  
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Exactly this...and the Dealers simply don't care. JLR don't care. Its very sad Clemmo Make today a little better than yesterday but not so good as tomorrow.... Defender 90 HT............Pangea Green BMW X3 Msport............Carbon Black Mini Electric................Grey. (wow!) MGB Roadster……..........Vermillion 17k miles Honda Benly CD200....Maroon --------McLouis Fusio........7.4m of fun |
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22nd Jun 2023 9:54am |
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| kenzle8a Member Since: 12 Feb 2020 Location: None Posts: 1074 
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Dealers by and large have been getting progressively awful for about 15 years.
There’s a few rare exceptions out there but since most of them are owned by three or four large corporate groups like Sytner, Vardy and Arnold Clarke. There’s no need for a particular dealer to go and stand out in their area the scale of their sales operations via leasing and credit means they can afford a less than through application of customer service. However if anyone is in Ayr in Scotland and wants and Izuz of Subaru, S&S are one of those brilliant exceptions in my experience. |
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22nd Jun 2023 10:05am |
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| Muddybigdog Member Since: 11 Apr 2014 Location: Suffolk Posts: 1017 
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JLR and dealers position themselves as a premium brand at a premium price, shoddy customer service is down to poor management and leadership. Why should any consumer put up with crap service and crap product quality, those days are gone, paying for a Four Season Hotel and getting a Brittania Hotel stay, does not cut it.
Just this week, my wife's Mini Countrymen had an Engine Management light come on, plus a manufacturer recall, the local specialist was slammed with a 2-week lead time, so took the Mini to Jardines in Bury St Edmunds. Within an hour of handing over the keys, I had a call from their customer service saying, EGR recall has detected a coolant leak, so it needs replacing, this looks like it caused the EGR to throw a serious error. They offered to replace the EGR cooler, and new EGR valve all free of cost. However, there are none of these parts in the country, and don't know how long it will take to get them. They have offered to provide me with a free courtesy car (via Enterprise) until the fix is completed. So, from handing over the keys at the service desk to getting a replacement car all within 4 hours. The car is 6 years old, I never brought the car from Jardines only ever had 1 service there previously, customer service is alive and kicking at some dealers and car manufactures Jumped ship to reliability - Mitsubishi L200 Puma 90 XS - Sold D3 - 2.7 S x2 (both Sold) Freelander 2 HSE - Sold Freelander 1 - Sold Disco 2 - Sold |
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22nd Jun 2023 10:13am |
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| Clemmo Member Since: 03 Aug 2012 Location: Mile Oak Posts: 1217
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Over the last 2-3 years all Dealers have struggled with supply of Vehicles due to Covid/ Chip situation.
This led to a "take it or leave it" attitude as more folks wanted cars than they could supply. We all know the knock on affect it had on used vehicles. As we move away from this and Vehicles and spares are becoming more readily available things will naturally change. Maybe they will treasure the customer once more and realise its us buying cars that keeps them in work. My Land Rover Dealer is appalling and I will never visit again. My BMW Dealer is fantastic and cant do enough for you. They are both "Sytners". I can only conclude its Local Management that is responsible Clemmo Make today a little better than yesterday but not so good as tomorrow.... Defender 90 HT............Pangea Green BMW X3 Msport............Carbon Black Mini Electric................Grey. (wow!) MGB Roadster……..........Vermillion 17k miles Honda Benly CD200....Maroon --------McLouis Fusio........7.4m of fun |
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22nd Jun 2023 10:31am |
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| Leamreject Member Since: 19 Dec 2020 Location: Middle Earth - Leamington Spa Posts: 970  
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Roger Penske would be disappointed to know this… the Sytner brand statement:-
“ Our ultimate aim is to be considered the best company to work for in the industry and the best company to do business with.” Ride like you stole it!! If I’m not on a bike it’s because only a 4x4 will do… 2011 2.4 Puma 90 HT |
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22nd Jun 2023 12:25pm |
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| walfy Member Since: 29 Aug 2007 Location: Frome Posts: 2658
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Just read all the comments
I'm not moaning at being in a loan car. My gripe is that I didn't turn up unannounced. The lady on the end of the phone asked me where I wanted to go and if I needed a loan car. I told her where I wanted to go and that I needed a loan car. When I arrived at the dealer, they knew to expect me, and knew that I was allocated a car but didn't have a reg number. Waiting for 2 hours for a taxi is unacceptable. Like I said, you can walk from the taxi rank to the dealership in less than an hour. Second dealership knew I was coming and had the car waiting. Done and dusted in minutes. I called the dealership yesterday for an update as stated in original post, person on the phone openly stated he couldn't give me an update as he didn't know anything. He had 3 hours from my first to last call yesterday to find out. I don't care if the update was, were still diagnosing the issue. But a "I don't know " just doesn't cut it, so I gave them until midday today to call me back with a definite answer on wether I was going to receive my car back this week, so I could cancel Hunters if needed. Received my call back today 45 mins late and only after I called them. , person on phone was upbeat, quite surprising after the conversation we had yesterday. In a joyful voice, Mr Walfy, we have good news and bad. Good news, the top coolant hose thats rubbing through is sorted. But the bad news, we have never seen this issue before and neither has LR. So we are working together with them. But their advice is to fit a new alternator. But they are on back order. I'm going to look within our business group to see if any other dealership has 1 on the shelf. We've provisionally booked it in the workshop for next Friday. I'm sure dealers don't order parts and leave them on the shelf. But willing to be proved wrong. But my main gripe is the total lack of communication and sheer apathy in this whole sorry sage. And that it took from 0730 to 1530 to get me into a loan car and on my way, that and the loss of a days wages. And the fact that it's 5 months old and having such issues. I am a die in the wool LR nut, but even I am losing my faith at the moment. 110 D250 SE HT 110 USW SOLD RRE HSE Dynamic Gone, wife killed it VOLVO XC60 R Dynamic with some toys Polaris RZR 900XP SOLD |
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22nd Jun 2023 1:58pm |
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| Moo Member Since: 01 Oct 2021 Location: UK Posts: 1371 
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I thought the hose wearing was known about. I’m sure I’ve seen so things out it on here. Eiger Grey MY23 D250 SE with bits. Known as Noddy.
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22nd Jun 2023 2:38pm |
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| walfy Member Since: 29 Aug 2007 Location: Frome Posts: 2658
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They accept the issue with the hose is a known issue. Very strange concept for LR. I thought their default answer was, Thats new, never heard of that before.
It's just the alternator issue thats causing me issues now. 110 D250 SE HT 110 USW SOLD RRE HSE Dynamic Gone, wife killed it VOLVO XC60 R Dynamic with some toys Polaris RZR 900XP SOLD |
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22nd Jun 2023 2:59pm |
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| lightning Member Since: 23 Apr 2009 Location: High Peak, Derbyshire Posts: 2763
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lt's true the dealer knew you were coming, but normally it takes weeks to even get an appointment and this was dropped on them by your LR customer service operator
l still think you were treated well, the main issue was the taxi which wasn't the dealers fault. As for the breakdown well it's just a machine, any machine can break down. lt shouldn't happen but even NASA doesn't have a 100% reliability record and their budget is pretty much unlimited. l wouldn't be happy if my Defender expired on the motorway but if l was fixed up with another Defender the same day l would consider that an acceptable solution. There was none of that at Ford when l had one of their vans. Not a chance of a courtesy vehicle. Once l was given a Fiesta that "wasn't to be used for commercial purposes" What? |
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22nd Jun 2023 3:17pm |
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| walfy Member Since: 29 Aug 2007 Location: Frome Posts: 2658
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I get that my breakdown was thrust upon them, but when you call after a week to see if it's going in or already been assessed, only to be told. Yes we have your car but we have no idea why we have it.
That just smacks of incompetence. If I hadn't called, I wonder how long they would of waited to call me to find out 110 D250 SE HT 110 USW SOLD RRE HSE Dynamic Gone, wife killed it VOLVO XC60 R Dynamic with some toys Polaris RZR 900XP SOLD |
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22nd Jun 2023 3:34pm |
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| dainger Member Since: 08 Feb 2022 Location: Harpenden Posts: 67 
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What a great written story. Although I’m sorry to hear about their lack of service.
Like others have said you are lucky to have a courtesy car as many don’t have stock anymore. But that aside I’d be spitting feathers by now, it actually puts me off buying a new one given the servicing issues I have heard in recent months. Darn shame. Best of luck with getting yours back. |
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22nd Jun 2023 3:34pm |
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| walfy Member Since: 29 Aug 2007 Location: Frome Posts: 2658
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The dealer my car is at didn't have a car for me, they sent me to a dealer an hour away and part of a different group. 110 D250 SE HT
110 USW SOLD RRE HSE Dynamic Gone, wife killed it VOLVO XC60 R Dynamic with some toys Polaris RZR 900XP SOLD |
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22nd Jun 2023 3:37pm |
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