Supacat
Member Since: 16 Oct 2012
Location: West Yorkshire
Posts: 11018
 
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| Spare Parts Business vs Reputaton | |
Came across this report from the US - The Office of Defects Investigation.
Wondering if you were to weigh the tangible profit from the sales of the spoilers against the intangible loss the brand suffers when major elements of it fall off, would you you be happy to collect the cash short term or look after the customer long term?
The number of new spoilers sold represented 27.5% of all vehicles sold in the period! 
PE20007 LAND ROVER RANGE ROVER SPORT 2011 STRUCTURE Land Rover 20200507 20201030 20V623000 Spoiler Cover Detachment The Office of Defects Investigation (ODI) analyzed complaints received from the public and complaint data submitted by Jaguar Land Rover North America (JLR) in response to the Information Request (IR) letter for PE20-007. ODI identified a total of 132 non-duplicative reports alleging incidents in which the spoiler cover detached from the certain Range Rover vehicles while in motion, including 3 resulting in broken windshields, 6 involving detached spoilers striking trailing vehicles with damage unknown, and 4 in which the subject vehicle driver observed trailing traffic swerve to avoid the detached part. ODI’s analysis of warranty data submitted by JLR identified 266 claims to repair detached spoiler covers and 252 claims to repair loose covers. The subject vehicles are covered by a standard warranty of 4 years/48,000 miles. Analysis of part sales data found evidence of continued failures that may be related to the alleged defect after the warranty period, with 5,487 rear spoilers sold through May 2020. The number of spoiler sales related to the alleged defect is unknown.On October 8, 2020, JLR submitted a Defect Information Report (DIR) to NHTSA describing a defect in the adhesive bonding system of the rear spoiler covers in approximately 21,834 MY 2010 through 2011 Range Rover Sport vehicles manufactured from April 27, 2009 through March 28, 2011 (NHTSA Recall 20V-623, JLR Recall N499). JLR’s report states that the recalled vehicles have a bonding agent that has insufficient adhesive properties. After numerous heat cycles the spoiler cover may begin to loosen from air turbulence experienced during high-speed driving. If a loosened spoiler cover is not detected and repaired, the cover may detach from the vehicle while driving and become an airborne road hazard. Detachments are most likely to occur during high-speed driving. JLR's recall remedy will apply a new adhesive to properly secure the upper spoiler cover.This investigation is closed based on Recall 20V-623. The ODI reports cited above can be reviewed at NHTSA.gov under the following ID numbers:10984653, 11192264.
https://www-odi.nhtsa.dot.gov/
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5th Feb 2021 10:29am |
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