 | Home > Land Rover Customer Relations > My new New Defender iT / app issues |
 
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| familymad Member Since: 13 Dec 2011 Location: Bucks Posts: 3481   
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And so it begins.
Sorry to hear of the IT issues. Welcome to the D5 world of LR customer service interaction  1951 80" S1 2.0
1995 110 300TDI 1995 90 300TDI |
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15th Jun 2020 9:48pm |
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| DG123 Member Since: 29 Aug 2015 Location: North West Posts: 134  
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I treated myself to an ex-demo D2 in 2003 and after my experiences with the main dealer vowed never to buy another LR product again. Fast forward 13 years with a fading memory and the optimism of a good deal on a 110 I made the same mistake again
I have been involved in the intervening years with family vehicle purchases from BMW, VW, Renault, Ford, Citroen and whilst none of these were outstanding their customer service is light years ahead of any LR dealer I’ve had the misfortune to get involved with. I was actually glad when the warranty ran out on the 110 so I could sort it myself without feeling guilty. I’ve just seen on the news LR are laying off another 1000+ contract workers. If I was them I’d have a close look at the dealer network to see why they aren’t selling. I really hope you get the chance to enjoy your new Defender. They have grown on me and probably would be my ideal vehicle. For me though, the above still applies (plus I’d need to sell some body parts). If they do prove a success, in spite of the dealership network, I’ll definitely be looking in 3/4 years time. 2012 110 XS SW Orkney Grey 2003 D2 Td5 Black [SOLD] |
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15th Jun 2020 10:23pm |
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| Stacey007 Member Since: 25 Sep 2015 Location: Cheshire Posts: 3758
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Hello
Such a SORRY state of affairs.... now they have YOUR money and you have the car communication channels and common decency seems to go out of the window. This isn't just with cars its with many things but with cars being 'SO' expensive it does annoy somewhat more. No one seems to care anymore or take any time with the customer. A real shame that a brand new car you were looking forward to has a dark cloud over it already 
As aside my Dads FFRR went in the other day for a quote on a wooden gate post that has a scuff the front bumper... they quoted £900 to fix !!! I will take a picture if he comes in it again, unbelievable. OOh and just so you feel a bit better, they 'upgraded the informatics' it went off 3 different times to a blank screen which meant 3 trips back to the dealers.... this upgrade it should be able to do automatically sat on his drive.... nope.... Anyway I do hope you get it sorted nothing worse than the frustration of a new gadget not working. Hope this isn't a sign of things to come with these..... |
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16th Jun 2020 7:28am |
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| discomog Member Since: 09 May 2015 Location: Notts/Lincs Border Posts: 2530 
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It's a pity that the icing has been knocked off the cake for you Tim and I hope you get it sorted pdq. Having just re-read that sentence I noticed something fundamentally wrong with it - I said "I hope YOU get it sorted".
Well that shouldn't be the case it is up to the selling dealer (in collaboration with the factory) to sort it. I worked for a major international industrial and construction equipment manufacturer for most of my career, spending most of my time in customer service. Our whole ethos when it came to customer service was to "take ownership". As soon as we received a complaint about a problem we immediately took it out of the hands of the customer and we took ownership of the problem. My experience of JLR and its dealers has been mixed but in general it has always been me pushing to have a problem resolved and not them taking ownership of the problem. We all know that teething problems go hand in hand with new models but any problems should be actioned quickly with the minimum of inconvenience to the customer - after all we are doing JLR a favour by helping them to iron out early problems and road testing their design. Good luck Tim and let's hope JLR get their finger out so you can enjoy your new vehicle. Defender 90XS SW Mini Countryman Cooper S Morgan Plus 8 |
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16th Jun 2020 11:25am |
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| Tim in Scotland Member Since: 23 May 2007 Location: The Land that time forgot Posts: 3753
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LRCS are now on the case! Pangea Green D250 90 HSE with Air Suspension, Off-road Pack, Towing Pack, Black Contrast roof , rear recovery eyes, Front bash plate, Classic flaps all round, extended wheel arch kit and a few bits from PowerfulUK Expel Clear Gloss PPF to come
2020 D240 1st Edition in Pangea Green with Acorn interior. Now gone - old faithful, no mechanical issues whatsoever ever but the leaks and rattles all over the place won’t be missed! |
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16th Jun 2020 11:36am |
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| blackwolf Member Since: 03 Nov 2009 Location: South West England Posts: 17450 
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Perhaps we could suggest a new purchase scheme for JLR, along these lines.
You buy the car and pay, say 50% of the price to the dealer. At the same time you put the remaining 50% in Escrow to be paid to JLR after two years if the car has been faultless and the service likewise, or back to you if the car and/or service has left something to be desired. It might focus the corporate mind on after-sales performance. |
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16th Jun 2020 1:25pm |
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| markb110 Member Since: 22 May 2010 Location: Guildford Posts: 2644  
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If you are really unlucky Gerry will give you one of his used gravats...... |
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16th Jun 2020 3:06pm |
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| discomog Member Since: 09 May 2015 Location: Notts/Lincs Border Posts: 2530
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Blackwolf - is it your intention to bankrupt JLR?
 Defender 90XS SW
Mini Countryman Cooper S Morgan Plus 8 |
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16th Jun 2020 3:10pm |
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| Rashers Member Since: 21 Jun 2015 Location: Norfolk Posts: 3514 
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What is a disgrace is not the fact that it doesn't work, it's the fact no one seems to care.
Anything can go wrong. It's how the problem is dealt with is the marker. So sorry to hear this, Tim. |
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16th Jun 2020 3:13pm |
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| Rashers Member Since: 21 Jun 2015 Location: Norfolk Posts: 3514
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I don't think they are far off that, without Blackwolf's help  |
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16th Jun 2020 3:14pm |
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| Supacat Member Since: 16 Oct 2012 Location: West Yorkshire Posts: 11018 
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But running in stealth mode, which rather negates the point of this sub~forum? However, in their defence, I do feel it is poor etiquette for people to post, sometimes off topic, sometimes negatively, immediately after the initial request from the OP. Shouldn't the thread be left until LRCR have had an opportunity to respond and then others are free to comment if invited by the OP. Otherwise, the only people posting should be the OP and LRCR. The benefit for the rest of us, with a watching brief, is we get the information on topics of interest and see what the approach to each is from JLR. If people feel they want to add their words of wisdom to the OP or the rest of the forum, then they can do so with a PM or start a separate thread in another section. Creating a hostile environment for the JLR employee seems both unfair and counter~productive. Of course, I've gone against what I am saying above in posting this, but after the OP has confirmed LRCS are dealing with the issue outside of this sub~forum, it ihas effectively circumvented the purpose of the section. |
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16th Jun 2020 5:27pm |
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| Tim in Scotland Member Since: 23 May 2007 Location: The Land that time forgot Posts: 3753
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As well as posting the message here I copied and pasted it into a PM to Dan at LRCS so he might not have looked Here before replying to me. Pangea Green D250 90 HSE with Air Suspension, Off-road Pack, Towing Pack, Black Contrast roof , rear recovery eyes, Front bash plate, Classic flaps all round, extended wheel arch kit and a few bits from PowerfulUK Expel Clear Gloss PPF to come
2020 D240 1st Edition in Pangea Green with Acorn interior. Now gone - old faithful, no mechanical issues whatsoever ever but the leaks and rattles all over the place won’t be missed! |
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16th Jun 2020 6:33pm |
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| Pacha Member Since: 23 Feb 2020 Location: North Yorkshire Posts: 772 
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 Rgds.
Chris |
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16th Jun 2020 7:57pm |
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| Tim in Scotland Member Since: 23 May 2007 Location: The Land that time forgot Posts: 3753
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I just keep telling myself “ remember it’s a Land Rover, maybe switch off for 10 minutes and perform a reset” but that didn’t work - today no parking sensors and no cameras available............ tried multiple times no joy. Maybe because it’s too hot outside at a tropical for Scotland 22C.......
Wrong atmospheric conditions for a UK model......... My Evoque owing next door neighbour now tells me I should have kept the faultless Mini, and he’s watching my experiences very carefully as he’s looking to replace his 2012 Evoque Pure with a new Defender 90 in 2021........better keep your faultless Evoque Richard! Pangea Green D250 90 HSE with Air Suspension, Off-road Pack, Towing Pack, Black Contrast roof , rear recovery eyes, Front bash plate, Classic flaps all round, extended wheel arch kit and a few bits from PowerfulUK Expel Clear Gloss PPF to come
2020 D240 1st Edition in Pangea Green with Acorn interior. Now gone - old faithful, no mechanical issues whatsoever ever but the leaks and rattles all over the place won’t be missed! Last edited by Tim in Scotland on 17th Jun 2020 2:44pm. Edited 4 times in total |
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17th Jun 2020 2:36pm |
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