Warranty work OK to be carried out at non franchise dealers?

TiTheRev

Mikex wrote: »

TITHEREV.

The answer to your question is simple.

I have experienced the service on offer from Land Rover main dealers once TOO OFTEN!

The damage incured includes:

Broken windscreen while carrying out a routine service.

Security wheel nuts ruined.

Wheel trim broken.

Gearbox smashed. They turned the key whilst in gear.

Witnessed dealership staff playing football in the dealership car park among brand new and customers cars including my own.

Gearbox left engaged in DIFF LOCK to be collected after service.


You may also note from my previous posts in this thread the main Land Rover dealers have had 2 failed attempts at stemming the flow of oil from my vehicle without success. My nearest Land Rover dealer is 100 mile round trip which is about 4 gallons of fuel & a whole day lost.

Unlike you I am not brainwashed into believing because they are the officially approved Land Rover dealers they are competent. My personal experience of owning 9 new Land Rovers firmly indicates this is not the case.

My most recent experience is on 1st April I booked my vehicle in for the warranty work (oil leak). The booking was for 1000 29th April. On 28th April I phoned the dealer to check whether they had remembered the appointment and whether they had the necessary parts. The answer was yes then no. The parts would not be in until 1400 on the 29th April at the earliest. Possibly would not be delivered until next day. They had only had 4 weeks to remember to order the parts!

Like many others I do not take kindly to being !!!!ed about.

I am also firmly of the opinion I have been lied to by main dealer sales staff with regard to the construction & rustproofing of the vehicles.

Thanks for your reply.

Mike

It sounds like you have been seriously messed around by your local Dealer there. All dealerships in the country have to adhere to certain standards, and earn the right to bear the manufacturer name and trade under their banner. I would genuinely make a complaint to Land Rover about them, as they will be more than willing to listen to your grievances and certainly ask questions of the dealership in question. They may even strip that dealership of their status as a Land Rover agent!?

I also work at a dealership, not Land Rover though (!), and it sounds like they are genuinely not doing the job intended of them. I have been both sides of the proverbial fence in my 16years in the motor trade and can honestly say (no brainwashing needed!) that the quality of work, customer service, attention to detail and come back is infinately better than 99% of the fred-in-a-shed establishments. At our dealership we ring the customer the day before to check that they know the car is booked in, and to make sure there is nothing else we can help with. We pre-order parts (speculatively and for jobs pre-booked) for all cars at least the day before so everything is in stock ready for when the customer comes in.

I would also suggest that the dealership in question honour your poor service with a courtesy vehicle while they carry out any future work. They should be able to drop that off to you, and take yours to the dealership to be worked on, and then return yours in exchange for the courtesy vehicle once the work is completed. Again, it is a service that all dealerships have use of, so it will ofset the inconvenience of the 100mile round trip and potential lack of a vehicle IF they cannot fix it on the same day again. The warranty process is designed to be as pain-free and beneficial to the customer as possible. After all, the brand (whoever it may be), is essentially taking the vehicle back to examine the fault to better safeguard it from happening again in any future production vehicles too, so it is in their interest to do the job properly too!

Email Land Rover and explain the situation (no holds barred), and service you've had thus far, and see if the dealership dont ring to offer all of the above within a couple of hours...

It's not the way it should work, but it sounds like this dealership need a firecracker up the proverbial to generate a bit more customer service...as it should be!