 | Home > Land Rover Customer Relations > Very upset with LR |
 
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| Martin Site Admin Member Since: 02 Apr 2007 Location: Hook Norton Posts: 6605   
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It is the kind of petty action that really dampens the customer experience, so I would be interested to see what LRCR say.
 1988 90 Td5 NAS soft top
2015 D90 XS SW |
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18th Oct 2013 12:07pm |
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| WAFU Member Since: 18 Jul 2013 Location: Devon Posts: 56  
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OK
Quick update. As soon as I pressed the submit button Matfords main man phoned me. Very polite conversation took place and it was explained to me that it was Matfords policy to charge insurance costs for loan cars but then again my car should not be coming in for warranty work so there was a case to answer too. He informed me that I would not be charged in this instance. So all has ended well. I do however feel a little uneasy that I buy a brand new car, its faulty, and Ive been asked to cover the costs of insuring a replacement car. Not a great start to my Land Rover ownership. Its left me with a slightly sour taste in my mouth 
Cant fault them for getting back to me though. Very quick. |
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18th Oct 2013 12:09pm |
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| a13x Member Since: 25 Sep 2011 Location: Burton on Trent Posts: 553
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Yep the same for me at Hunters in Derby.
I have other separate issues to which Mike passed on to a colleague who was completely useless. Promised calls within a certain time frame which never happened etc. So have decided to escalate to someone that will see sense and so at 5pm yesterday I obtained a senior Directors phone number and made contact. Hopefully matters will progress and common sense will ensure resolution is made. |
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18th Oct 2013 12:13pm |
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| steve E Member Since: 06 Mar 2011 Location: Tenby Posts: 2073 
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Stratstone charge for so called courtesy cars even if for warranty problems also.
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18th Oct 2013 2:04pm |
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| Shep Member Since: 02 Sep 2013 Location: Pwhelli Posts: 88 
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It happens with BMW as well (motorad) I just said i thought it was wrong and they backed down straight away and apologised, I'd guess a percentage would just cough up i suppose. A man with no boat is a prisoner
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18th Oct 2013 2:14pm |
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| JSG Member Since: 12 Jul 2007 Location: Berkshire Posts: 2412 
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Any warranty work should be covered with a free loan car - if the dealer isn't keen they may try and screw some cash out of you. I've never had to pay for a loan car for any work. John
http://www.hampshire4x4response.co.uk 2011 Tdci 110 CSW XS |
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18th Oct 2013 2:52pm |
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| bpman Member Since: 21 May 2008 Location: Oslo Posts: 8069 
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I've never paid for a loan car or insurance... strange how dealers differ
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18th Oct 2013 5:01pm |
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| Supacat Member Since: 16 Oct 2012 Location: West Yorkshire Posts: 11018 
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i was asked to pay £10 recently but this was only to cover the excess and that was optional.
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18th Oct 2013 5:18pm |
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| wyvern Member Since: 13 Dec 2009 Location: Cornwall Posts: 2109 
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if you are having some issues with Matfords then have a chat with Rodger Youngs in Saltash .. we've used both dealers and RY's come out on top by a long way.
However RY's also have an insurance thing with loan cars - but its wavered if if you are insured with NFU. As its a new motor then is should be sorted pronto but Matfords Poppy - TDCI (Puma) 110XS 2.2 - Camper conversion - see the build here - https://www.defender2.net/forum/topic56530.html Elgar -TDCI(Puma) 110XS Dormobile - now sold Devon & Cornwall 4x4 Response - DC126 |
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18th Oct 2013 5:25pm |
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| TJ101 Member Since: 30 May 2007 Location: Taunton Somerset Posts: 3750  
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Would have to agree with wyvern,, Any issues,, go see Roger Young's,,
Recon to date, Matfords have lost out on 5 or 6 Landrovers i have bought, just because they can not grasp the use of the telephone !!! Quite a few main dealers try the token £10 for insurance cover,, Audi Exeter are the only ones to try it on with me, for warranty work on a R8,, they did not get it mind  California F1, 75th 110 "Kermit", 50th Ann V8, 90 V8 Hybrid, 55 Series 1
Main Brian James Trailer Dealer for South West UK |
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18th Oct 2013 6:25pm |
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| ARC99 Member Since: 19 Feb 2013 Location: North Yorkshire Posts: 1831 
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Never had to pay or been asked to pay for loan car Insurance, just called insurance co and asked them to put the vehicle on my policy for the day , asked for fax copy of covernote to be sent to garage. Mind one manager did get a bit upset when I asked the the garage insurance details as a fitter has damaged a front wing when driving the Disco into the Garage and they had no body shop to do the repairs, they stated my insurance would cover it," like **** it will" was my reply. I thing they were trying to get there own back for me putting 3 out 4 loan cars they offered off the road due to bald tyres defective lights and windscreen wipers. Thats when I had the powers to do that sort of thing. Don't make old people mad.
We don't like being old in the first place, so it doesn't take much to  us off.
Richard |
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18th Oct 2013 6:26pm |
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| WAFU Member Since: 18 Jul 2013 Location: Devon Posts: 56
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Thanks everybody for your thoughts. It looks as if this £10 ins charge issue is not just localised to me then! I may give Roger Young a go if I experience any other "Matford" issues in the future.
Thanks again guys, support most appreciated |
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18th Oct 2013 6:45pm |
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| Sonarmender Member Since: 04 Apr 2013 Location: Guz Posts: 338 
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Roger Youngs all the way
The only thing I have ever had to pay for is fuel! The coffee is excellent and you are always treated like a valued customer and they know their product.
I have used Matfords ONCE and never again, even trying to buy a Defender from them was like  You only have one life, live it....forget the cost.
90XS Hardtop |
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18th Oct 2013 7:27pm |
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| 22900013A Member Since: 23 Dec 2010 Location: Oxfordshire Posts: 3149 
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I have found this to be a very hit and miss issue, having used three different dealers for work, some gave me a free car to use (I think I paid a tenner admin fee and that was it) others wanted to charge £10 a day insurance unless I could find insurance cheaper (which I did). You would have thought a free loan car would be par for the course when a vehicle is in for warranty.
My local indy gives me a free car when I take the 110 in for a service, it doesn't cost me a bean. (the loan car I mean, sadly the service is not free  ) 2011 110 USW
1973 Series III 1-Ton 1972 Series III 1-Ton Cherrypicker 1969 IIA 1-Ton 1966 IIA 88" |
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19th Oct 2013 9:16am |
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