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Glynparry25

Member Since: 16 Feb 2009
Location: Miserable Midlands
Posts: 3015

2009 Defender 110 Puma 2.4 XS DCPU Tonga Green

Limassol land Rover do it again......... nearly sorted

Good afternoon ladies and gents,

Who else has thee problem of taking their Defender tot a Land Rover dealer and it coming back with more problems than it went in?

Last week the Ute went in for service number 3.... just under 3 years old.

I asked for the following:
36month service.
investigate noisy rear diff.

They did the following:
36month service.
Exchanged the rear brake pads.
replaced the diff.

Current problems:
Rear brakes are binding, squealing and overheating.
Half shaft end seal in mangled and pi55ing out oil

They charged me £100 for the brake pads (parts and fitting) even though they didn't consult me on it...... they just did it and to be honest I though 'sod it, they are done now'.... but now royally annoyed as they have messed it up (I could have done it myself in an hour and paid £30 for the parts.

They also don't provide a replacement car when the Defender is in the workshop and it is near on impossible to get around here without one so can't afford to keep putting it in for more and more jobs.

What direction should I approach from to get maximum response?

Never had this problem in the UK as Ripon LR were awesome and did all jobs spot on.

Cheers,
Glyn

Last edited by Glynparry25 on 31st May 2012 4:56pm. Edited 1 time in total

27th May 2012 11:18am

wslr

Member Since: 18 Jul 2010
Location: Wellington, Somerset
Posts: 581

Glyn - We had a 08MY 110 in 2 weeks ago which had rear pads changed by the dealership at that same service. Customer mentioned it as they thought is was unusual. No binding callipers or other issues with it though when we got to take a look.

Take the usual route of Dealer Principal. If no joy, try JLR Customer Service.

Quote:
For After Sales enquiries, contact the Land Rover Customer Service Centre on:

Telephone: 08705 000 500.

Write to:
Customer Relationship Centre
Abbey Road
Whitley
Coventry
CV3 4LH

27th May 2012 12:07pm

Glynparry25

Member Since: 16 Feb 2009
Location: Miserable Midlands
Posts: 3015

Cheers,
I think I will speak to them tomorrow and see how accommodating they are.... then possible phone JLR

Speaking to a friend (LR mechanic for 18 years) says he has had this problem when non-standard parts are used as they can have different dimensions.

So I have Googled the part number and it seems they have put a set of Mintex cheapos on (worth £15+VAT from Paddocks)!!! and then played them off as genuine parts for £50+VAT, and yes they do have different dimensions.

Might have to pm DG about the correct LR part number for rear pads to take to them.

Glyn

27th May 2012 3:28pm

leeds

Member Since: 28 Dec 2009
Location: West Yorkshire
Posts: 8582

Quote:

it seems they have put a set of Mintex cheapos on (worth £15+VAT from Paddocks)!!! and then played them off as genuine parts for £50+VAT

What does it say exactly on the invoice?

IF it says LR brake pads/genuine brake pads/LR part 12345 and they have supplied you with non LR pads then that would be technically fraud as I see it.

If it just say a generic brake pad then they can charge basically what they like and you have no real come back on fact that they are non genuine. Yes the brakes should not bind.

Since you have not authorised the extra work then you are not bound to pay for it.

Personally I would try something on the lines, OK I did not tell you to do the extra work at a cost of £X, however I paid it out of goodwill on the assumption that the work had been carried out to a satisfactory standard. The work has not been done to a satisfactory standard so I wish you to replace brake pads with genuine as there is a size difference of Xmm. Also I want all oil leaks associated with rear diff fixed by use new seals/gaskets.

If they say OK we made a mistake lets rectify it, job is a good one. If they tell you to go forth, just tell them the Customer Centre phone number etc.

Good luck.

Brendan

27th May 2012 4:26pm

Glynparry25

Member Since: 16 Feb 2009
Location: Miserable Midlands
Posts: 3015

leeds wrote:

Since you have not authorised the extra work then you are not bound to pay for it.

Personally I would try something on the lines, OK I did not tell you to do the extra work at a cost of £X, however I paid it out of goodwill on the assumption that the work had been carried out to a satisfactory standard. The work has not been done to a satisfactory standard so I wish you to replace brake pads with genuine as there is a size difference of Xmm. Also I want all oil leaks associated with rear diff fixed by use new seals/gaskets.

If they say OK we made a mistake lets rectify it, job is a good one. If they tell you to go forth, just tell them the Customer Centre phone number etc.

Good luck.

Brendan

I think that is exactly how I have to go in there........ maybe not take the pads offand throw them at the service managers face

I do feel ike taking a day off work to supervise them doing it- I double checked the pads, and the edges are breaking up (after 15-20km).... so not salvageable...... To be honest it also looks like new disks are needed so they might be the right pads but just being torn apart by 33,000 mile old disks...... oh well, their problem not mine.

Glyn

27th May 2012 4:37pm

leeds

Member Since: 28 Dec 2009
Location: West Yorkshire
Posts: 8582

Am not sure hat sort of 'mileage' you should expect from discs but 33,000 miles does not sound much. So unless you have had major scoring to disc from stuck stones/major rust pitting I would not expect the discs to be the source of the problem. IF the discs were in a bad way I would have assumed they would have just replaced them without asking your permission and just rack up your bill even higher.

I would suggest bad fitting pads/oversized pads but whatever it is down to them.

Good luck.

Try and do a bit of quiet digging. Who owns them? On site person or someone living in town? Just in case Tom service manager gets a bit awkward you might have a quiet word with John (owner/general manager) the next time you play golf/rotary club etc etc. Helps if you have his boss's mobile number.

I have the mobile number of the general manager of one of the local dealerships on my phone. I have instructions to phone him if I have any problems, not had to use it since had my first run in with this local dealership.

Good luck and let us know how you get on.

Brendan

27th May 2012 5:14pm

K9F

Member Since: 12 Nov 2009
Location: Bournemouth
Posts: 9610

2008 Defender 90 Puma 2.4 XS CSW Stornoway Grey

Grlyn,

If you are going to take your doors off.....Don't get them to do it, you'd probably end up with a cabriolet of some description with the doors still on.

If you go through life with your head in the sand....all people will see is an ar5e!!

Treat every day as if it is your last....one day you will be right!!

27th May 2012 5:39pm

mick

Member Since: 08 Feb 2010
Location: Yorkshire
Posts: 2109

2010 Defender 130 Puma 2.4 HCPU Rimini Red

Are they the correct pads I think 110 & 130 are the same but not sure about 90 s

27th May 2012 7:41pm

blackwolf

Member Since: 03 Nov 2009
Location: South West England
Posts: 17536

2007 Defender 110 Puma 2.4 DCPU Stornoway Grey

leeds wrote:
Am not sure what sort of 'mileage' you should expect from discs but 33,000 miles does not sound much...

Well my 110 DC has done 98k miles and is on original disks front and rear, though they will need replacing soon.

27th May 2012 9:45pm

GREENI

Member Since: 22 Aug 2010
Location: staffs
Posts: 10383

You've been 'rinsed'

28th May 2012 7:55am

Glynparry25

Member Since: 16 Feb 2009
Location: Miserable Midlands
Posts: 3015

Quick update,

Drove down today and the service manager was super helpful. Straight around onto a ramp. I decided to stay and supervise.

2mins to take off wheel.
2mins to remove retaining clips and pins.
5mins to leaver out the pads.

Calliper had seized. Or should I say the mechanic last week obviously took the old pads out and then forced the pistons into the carrier without cleaning them off therefore jamming it in. The mechanic then popped them out with compressed air and they were 3/4 perfect but the last 1/4 was gritty and corroded.

They have a calliper on route so leaving it in their hands.

Place your bets!!
Will they replace the now over heated and gouged pads afterwards? I have a feeling they will expecting me not to check.

Glyn

28th May 2012 10:42am

spudfan

Member Since: 10 Sep 2007
Location: Co Donegal
Posts: 4731

Glyn, sorry to hear about this bother. I have found that if you have a technical knowledge of your vehicle and point out something they have done wrong they will back down and get it sorted. With your knowledge -and the moustache-you should be able to persuade them that they are in the wrong.Can't see them doing anything except putting the vehicle right. 1982 88" 2.25 diesel
1992 110 200tdi csw -Zikali
2008 110 2.4 tdci csw-Zulu
2011 110 2.4 tdci csw-Masai

29th May 2012 9:47pm

Glynparry25

Member Since: 16 Feb 2009
Location: Miserable Midlands
Posts: 3015

I have given up trying to reason with them now.

Yesterday afternoon I got a phone call from the receptionist "Mr Glyn, your car is ready to pick up".

Due to work being mental at the moment I wasn't able to pick it up until this afternoon, but decided to call in my lunch break to ask what had been done.

The conversation went like this:

Me: So what has been done?
Him: The rear right calliper has been swapped.

Me: What about the pads?
Him: They were part of the kit (I have since checked and they are the ones that were cooked).

Me: Have you tested the disk, using a DTI?
Him: No....*Stumbles*..... The disk does need changing but we want to save you money.

So basicaly I then went into the fact that the pads and the disk are not fit for the road..... He then pointed out how he has already done me loads of favours and that he has saved me thousands of euros by changing the transfer box (when it went bang) and the diff (when it was noisy). I pointed out how they were warranty work and that he got paid for it.

He continued to tell me that my warranty is completely invalid because:

1. I have fitted 285/75/16 tyres. Unless they are Land Rover approved tyres fitted by a Land Rover approved repairer they invalidate the whole warranty.

2. I have used the vehicle off-road. Apparently using your Land Rover off-road in no longer allowed!!

I have since spoke to LR Customer support who were about as much use as a chocolate teapot and say I have to talk to the 'regional manager'... I have since been able to leave my details with the manager of the franchise out here so just waiting on a call.

I will not take my truck back there even if they offer new disks and pads as no doubt they will f*ck something else up whilst doing it. I am just going to try and get my 120 Euro back for the brake pads. I am now on the look out for a set of rear disks and pads so that I can do the work myself and then will take the others back to them.

Looks like the last 6 months of warranty won't be getting used!!! I really feel for people who live near dealerships like this one, and must admit that if I moved here I would never buy a new Land Rover. It really does put a downer on the whole experience. Just glad it was relatively cheap to find out how bad they were.

Now it is time to get back on route to happy Rovering,
Glyn

They couldn't even get the easy things right: http://www.defender2.net/forum/post147742.html#147742

30th May 2012 4:31pm

spudfan

Member Since: 10 Sep 2007
Location: Co Donegal
Posts: 4731

Can only sympatise which does not do you much good. It is true that inept dealers can put you off buying the car you want.
The tdi brochure states-EVERY LAND ROVER DEALER IS A SPECIALIST WITH FACTORY TRAINED TECHNICIANS AND A FULLY EQUIPPED SERVICE WORKSHOP. HE WILL KNOW YOUR DEFENDER BACK TO FRONT AND CAN OFFER ALL THE HELP AND KNOWLEDGEABLE SERVICE YOU COULD ASK FOR.
Must not apply to Cyprus.
Incidentally in the early Puma brochure there's a bloke who is a dead ringer for you-helmet,moustache and all. Must get the troops here to do the necessary technical things and I'll post it here for you-might cheer you up a bit

1982 88" 2.25 diesel
1992 110 200tdi csw -Zikali
2008 110 2.4 tdci csw-Zulu
2011 110 2.4 tdci csw-Masai

30th May 2012 8:05pm

wslr

Member Since: 18 Jul 2010
Location: Wellington, Somerset
Posts: 581

spudfan wrote:
The tdi brochure states-EVERY LAND ROVER DEALER IS A SPECIALIST WITH FACTORY TRAINED TECHNICIANS AND A FULLY EQUIPPED SERVICE WORKSHOP. HE WILL KNOW YOUR DEFENDER BACK TO FRONT AND CAN OFFER ALL THE HELP AND KNOWLEDGEABLE SERVICE YOU COULD ASK FOR.

Really, it should read 'Every (Most) Land Rover Dealer is a specialist (in extracting money) with (one or two)factory trained technicians and a fully equipped service workshop (although most of the special tools appear to be lost someplace).'

At least that appears to be the case around this part of the world.

30th May 2012 10:38pm

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