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Redroof

Member Since: 04 Jul 2023
Location: Scotland
Posts: 29

Please allow me this rant about LR Parts Supply🤬

Click image to enlarge
I bought a year old L663 Defender Carpathian Edition in early July, at considerable cost.
During handover my wife noticed a huge crack in the sunroof glass, shaped like a large malemember, quite amusingly.
The dealers reckoned they hadn’t noticed it though the car had gone through their 165 point check and a (pretty poor) pre handover valeting and wash. On reflection we reckon they were hoping we didn’t notice and then when they did they would say it was ok when it left - feeling quite lucky in that respect.
Once pointed out the dealership was understandably apologetic and promised they would solve the issue with a new sunroof and ensure we would have a replacement equivalent vehicle, and they would collect and re-deliver our car at no expense to us when it was convenient.
That was in early July, it’s now almost 4 months down the line and LR can’t even give me lead times for an estimated delivery. The standard reply is ‘the part is on back order’’. What does that even mean?
I deal with a lot of suppliers and general supply chain in my day to day work and almost all of them can give me a lead time, sometimes it can be up to a year, but they can still provide something tangible.
I have regularly requested the dealer update me and I’m evidently getting right on their nerves reading the language in their replies.
This whole situation is infuriating, I don’t care if it is next year but at least let me know, I also don’t believe they don’t know how long it takes from ordering to delivering this part - how the heck do they build cars and give customers build dates? They must know their lead times, otherwise their production line would collapse. AAARRRRGGGGG!
Still, the car is drivable, and great fun, I just don’t look up out the sunroof 😂😂🤦‍♂️
For once this LR letting themselves down instead of the dealer letting LR down. Current Garage...
1998 Defender 90 300Td
2021 Defender Carpathian Edition

Last edited by Redroof on 23rd Oct 2023 4:59pm. Edited 1 time in total

23rd Oct 2023 1:02pm

Dinnu

Member Since: 24 Dec 2019
Location: Lija
Posts: 3414

2012 Defender 90 Puma 2.2 CSW Santorini Black

Guess your complaint is about JLR Service, rather than the company stated in your subject. No affiliation with either. 1988 90 Hard Top, 19J Diesel Turbo, Shire Blue - Restoration ongoing
2012 90 CSW, 2.2TDCI, Santorini Black

23rd Oct 2023 1:22pm

blackwolf

Member Since: 03 Nov 2009
Location: South West England
Posts: 17361

2007 Defender 110 Puma 2.4 DCPU Stornoway Grey

I wish that your story was the exception rather than the rule, but sadly it seems to be a very frequent theme.

LR customer service really does seem to be at rock bottom at the moment.

23rd Oct 2023 1:33pm

TexasRover

Member Since: 24 Nov 2022
Location: Paris
Posts: 1041

2002 Defender 110 Td5 DCPU Chawton White

Maybe you should have left the car with them there and then, take the equivalent replacement vehicle and then see how long it would have taken them to fix.

Less than 4 months would be my guess.

They are still hoping for you to give up and the problem to go away. Its the millennial way..

23rd Oct 2023 2:03pm

RDR

Member Since: 27 Apr 2018
Location: Derbyshire
Posts: 592

JLR parts logistics is a mess, my cars been off the road so much this year waiting for parts. The dealerships are tired of it just as much as customers they often run out of space and loan cars and have been shot as the messenger for something essentially out of their control way too often. 110 MY23.5 X Dynamic HSE
RR MY23 HSE PHEV
D5 MY19 HSE - Now Sold
D4 MY16 HSE Luxury - Now Sold
D4 MY12 HSE - Gone
D3 MY06 S - Gone but not forgotten

23rd Oct 2023 2:04pm

blackwolf

Member Since: 03 Nov 2009
Location: South West England
Posts: 17361

Let's not forget also that owners of classic Defenders are booking in for the rather serious front axle recall only to be told when picking the car up that the parts were not available to do the work, something you might think they'd check beforehand.

It's a very sad state of affairs.

23rd Oct 2023 3:14pm

RDR

Member Since: 27 Apr 2018
Location: Derbyshire
Posts: 592

That is a dealer issue and could so be avoided. I had my front window on the RR disabled for 6 weeks due to the dealer not checking they had all the parts. I left a big note on the dash telling them not to start any work they don't have parts for. They ignored it, stripped the door down replaced the glass only to realise a part wasn't in stock that was single use only. I had to drive around for six weeks without the drivers window working and gaffer tape on the edge. 110 MY23.5 X Dynamic HSE
RR MY23 HSE PHEV
D5 MY19 HSE - Now Sold
D4 MY16 HSE Luxury - Now Sold
D4 MY12 HSE - Gone
D3 MY06 S - Gone but not forgotten

23rd Oct 2023 3:31pm

mse

Member Since: 06 Apr 2008
Location: UK
Posts: 5035

2016 Defender 110 Puma 2.2 XS CSW Scotia Grey

this has always been the case but got worse

Then what really winds me up, I find they are so secretive over access to parts now and difficult in how to order stuff its a joke.

No idea why parts and workshop manuals have to be worse than a state secret. Mike

23rd Oct 2023 4:23pm

Redroof

Member Since: 04 Jul 2023
Location: Scotland
Posts: 29

The rant is specifically about Land Rover parts supply chain, visibility and general organisation.
I am told it is a dealer issue but I went above them direct to Land Rover who confirmed what the dealer was saying, verbatim - ‘the part is on back order, we don’t know when it will be in’. Therefore in my opinion the dealer is simply telling me what they are being told.
In what modern supply chain do the purchasers/ suppliers/ manufacturers not know how long this will take - especially in the current ‘just in time’ model, pandemic supply issues notwithstanding?
I most certainly will not forget about it, which, I think, is what they want me to do.
I did consider leaving the car with them and demanding an equivalent replacement but I was told during the hand over it would be sorted within a few weeks - plus I was over 100 miles from home and soon to be returning abroad for work. The fact that they agreed to swap out with a replacement delivered and mine picked up for repair made me think it was well in hand. Not to mention the excitement of picking up a new car such as this!
In the grand shame of things it’s relatively minor, and there are worse things happing in the world right now, it’s just got right up my nose, and I thought where better to have a rant than here!
Land Rover, it’s a love hate relationship, and I’m sure if they got their dealer network and parts supply right, they’d appear much better. Current Garage...
1998 Defender 90 300Td
2021 Defender Carpathian Edition

23rd Oct 2023 5:12pm

blackwolf

Member Since: 03 Nov 2009
Location: South West England
Posts: 17361

RDR wrote:
That is a dealer issue and could so be avoided.

I agree that booking and accepting it in without having the parts on hand is a dealer issue, but the fact that the parts which are essential for the recall are unavailable through the supply chain - there are none available - is not a dealer issue.

23rd Oct 2023 6:36pm

RDR

Member Since: 27 Apr 2018
Location: Derbyshire
Posts: 592

Yep agree I called out the JLR parts issues on a confra call with JLR and my dealer principle when sorting the rejection of my Range Rover out. There was a lot of apologising. 110 MY23.5 X Dynamic HSE
RR MY23 HSE PHEV
D5 MY19 HSE - Now Sold
D4 MY16 HSE Luxury - Now Sold
D4 MY12 HSE - Gone
D3 MY06 S - Gone but not forgotten

23rd Oct 2023 6:45pm

Soup Dragon

Member Since: 22 Sep 2023
Location: Cheshire
Posts: 86

Fully agree Redroof, a complete omnishambles.

It seems the factory is not short of pano roofs, Defenders are being built at record rates and ever decreasing leadtimes. IMO they should sort out existing customers spare part issues first before building more new cars. And that’s coming from someone with a car on order!

So much energy in JLR seems to be directed at planning for the future (new platforms, new technology, new designs etc). All that should stop until they can get the customer service fundamentals right otherwise their whole strategy is built on sand.

23rd Oct 2023 6:50pm

lightning

Member Since: 23 Apr 2009
Location: High Peak, Derbyshire
Posts: 2749

Maybe contact JLR dealer in Derby who probably have a large stock of good used sunroof glass available.

Click image to enlarge

23rd Oct 2023 6:53pm

Clemmo

Member Since: 03 Aug 2012
Location: Mile Oak
Posts: 1217

2010 Defender 90 Puma 2.4 HT Stornoway Grey

They will just vet vac those out…
Sell them as “ exceptionally clean”

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

23rd Oct 2023 7:27pm

paramike

Member Since: 16 Aug 2023
Location: scotland
Posts: 2

interesting reading I've been waiting over 6 weeks for a new wiper arm but no date given of the part arriving

https://www.autocar.co.uk/car-news/new-car...ting-parts

23rd Oct 2023 8:38pm

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