Disappointed in Land Rover Richmond

[sideview]

Dropped the LR3 off at Land Rover Richmond this morning for my 30K service and take care of a few warranty niggles. This was my first experience with them since moving from Florida, and it didn't go well...

They are located 2 hours from us, and I should have listened to my gut when Drew Swoboda (Parts Manager) told Dan on the phone they couldn't give a loaner car since I didn't buy my Land Rover from them WTF? I've had independent shops give loaner cars

So, Dan took the day off work and drove up there in his truck and dropped mine off. Jeff Tilton (assistant service mgr) said it would be a few hours longer because of the warranty work (wind noise in the cabin, steering wheel out of alignment, passenger door periodically doesn't lock, air compressor noise when it's cold out).

Jeff calls me about an hour later to tell me a couple things, the steering wheel alignment is not covered under warranty as it is an adjustment (okay fine ), and that I have missed the window for my 30K service (the deal is that the first 6 services are complimentary).

I questioned how could this be and was told that Land Rover changed their policy in August 07 and I should have received a letter and had my 30K service done in October. Never got a letter. Totally confused - had had my 22.5 service just in August at Dimmitt in Clearwater and the truck now has 29.5K. Jeff said I could either pay $350 for the 30K service (which is basically an oil change) or get the 37.5 service done now - ehhh? So I complained a bit but said go ahead with the 37.5 and I'd deal with getting this resolved later and he gave me the number for LR Customer Relationship Center.

They were going to call when it was ready to be picked up, was getting late in the afternoon, hadn't heard back yet and didn't answer when I called, so we headed over there to see how it was going (around 4pmish). I asked Jeff if it was all set, he asked me what vehicle I was there for (thanks for remembering me), he looks then says 'like I told you this morning it would take more than a day' - they hadn't touched it yet. Well no he did NOT tell me that

Lost our patience. Dan asked for the name and number of the regional manager and was told there wasn't one. He then asked to speak to Drew, and Mike Marchese (Service Manager) also joined us. Went around and around with them. Was told to call the LR line and my Clearwater dealer. Said Clearwater should have let me know. I complained that they should be calling and finding out for me and helping me with this, not just pass the buck. Finally Mike did say he would give LR and Clearwater a call, but that I should as well because LR listens to customers more than dealers.

Dan called the LR CRC for me to file complaint, didn't get very far yet but are supposed to be hearing back from them as well. The lady denied Dan's request to speak to the regional representative saying his name and number is for internal use only. OMG that's nuts.

So we drove the 2 hours home, a whole day wasted, nothing got done, kind of sucks. I'm a pretty easy going lady most of the time, but despise poor customer service.

[GMiller]

You know there is a dealer in Roanoke now?

[GMiller]

www.landroverroanoke.hammersley.com

[sideview]

Yup I've got an appointment with Roanoke Wednesday.

Bit of good news, LR North America are going to honor my 30K service under the original complimentary maintentence program guidelines. Cathy at the customer care center was very helpful and called LR Roanoke to give their approval to go ahead. WTG LRNA

As for LR Richmond, won't be doing any more business with them. But, I will be sending in the negative dealership report card and will not recommend them to anybody else. Also giving some comments on this experience to a magazine that just so happens to be doing an article on this very subject.

Hopefully my experience with Roanoke will be more positive.

[Funrover]

Here's hoping!

[TerryS]

I'm glad to hear you got LRNA to respond positively for you, but they, unlike the first dealership, recognized that they have a legal obligation to provide you with the warranty service you were promised when you purchased your LR3, and not under any new terms, as the misinformed dealer tried to invoke. For as long as you own the truck, and for the peiod it is under warranty, they must provide you the service that was in force at the time you purchased the vehicle. The two of you entered in a contract; you, to purchase and pay for, and; they to provide a warranty service as outlined in your purchase agreement.

Providing a loaner car to waranty holders is not part of the contract, and while the dealership that sold you the car would almost always do it, and even after the waranty expired, no other dealers have to, or are likely to (but should if they want to win you over to buy your next vehicle from them).
My wife's car is not of warranty by over 15K, but the dealership where she bought it just gave her a 2008 LR3 for over 2 weeks while they worked on her car. That particular dealership has done a few things that would have gotten us to go back, were we to buy another new LR product, but, in all honesty, I think it's unlikely we would buy another LR. They did the timing belt for well below what many dealerships charge, but refused to replace, at LR's cost or their own, sunroof rails (which are not covered on extended warranty either) which were over a year old, despite the fact the sunroof has been opened only twice saince the first repair.

The employess and owners of Land Rover dealerships are not employees of Land Rover, and they can pretty much establish any policies they chose and don't seem to get any particular guidelines from Land Rover.
This isn't the case with all products. Recently a bunch of us CT enthusiasts got together for drinks, and one of the fellows, a service manager at a Land Rover dealership told of a case where a customer was given a brand new Lexus, after some less than stellar performance from the one he originally purchased. That's a good dealership, but you have to believe that Lexus themselves make those kind of decisions to gain brand loyalty.
If the new potential owners of Land Rover (Tata) do their homework, and have people reading these forums, they may very well cause their new company to react likewise (and would be wise to do so).
Their are lots of business models people point out when they talk about successes and failures. Land Rover may be one of them in future years, because the British auto industry is a well studied model. I don't think I'm going out on a limb by saying that the Land Rover Enthusiast movement has a finite life. For many reasons, the predominant membership of this and other forums are those who own and drive older models. The principle reason is that we love them, but more to the point, we love the ones we own, and similar models in age and vintage. When I say older models, I'm refering to the ones that are affordable, and easily worked on. There aren't nearly so many members who own trucks like yours and other new models, primarily because they can't do any work on them, and never bothered to seek out other owners in places we hang, such as this forum. I'll go so far as to say, I doubt a large percentage of owners of the newest models ever will become enthusiasts, as we know them to be. Series truck owners will alway be enthusiasts, A) because we're like that, B) because we're somewhat insulated from the dealer dependancy, C) the extinction of original parts was made up for by forward thinking (enthusiasts) people who produced good aftermarket replacements. D1 and RRC owners benefit from some of these plusses, but the eventual decay of the truck will not prolong it the way a series can be prolonged. In other, more fortuante parts of the world Defenders will aid in keeping the movement going, buy we Yanks aren't going to get any more of them, and any series truck worth saving, is being saved (or as we all like to dream, we'll find a yet to be discovered one in some old barn).Some genius said , more than a hundred years ago 'Everything that could have been invented, has been invented" or words to that effect. I'd like to think my prediction will prove wrong, by someone inventing simple and affordable diagnostic tools to allow the enthusiast to keep his RR3,RRS,LR3, and who knows, maybe LR2 also, running, offroading, and saturday night tinkering.

[sideview]

Originally Posted by TerryS

There aren't nearly so many members who own trucks like yours and other new models, primarily because they can't do any work on them, and never bothered to seek out other owners in places we hang, such as this forum. I'll go so far as to say, I doubt a large percentage of owners of the newest models ever will become enthusiasts, as we know them to be.

What are you on about Terry?

Really though, I hear what you are saying. Reasons I'm hoping to get a project Series this year are many of the same as you mention.

However, all is not lost...while they may not be posting so much on the forums you're used to, disco3.co.uk has over 3500 member LR3/D3 enthusiasts that hang there (more than 1/3 of all LRO's membership!), many of whom use them properly

[TerryS]

Originally Posted by sideview

...while they may not be posting so much on the forums you're used to, disco3.co.uk has over 3500 member LR3/D3 enthusiasts that hang there (more than 1/3 of all LRO's membership!), many of whom use them properly

My point exactly, Staci. The US owners are very much unlike yourself, as a general rule. The sheer numbers of Series trucks in other countries, alone, not even taking into consideration that our 5K odd defenders make up less than 15% of the total, is the salvation of the enthusiasts. You only have to take a ride around any of the suburban shopping malls (I didn't even know you moved to VA, but if you're anywhere near Tyson Corners, you'll see what I mean) and you will see that you are the atypical LR3 owner. Apart from having a modern LR in the family, that I won't even change the oil on, I have 4 or the refrigerators-on-wheels, so I'm doing my part to keep the name synonimous with the purpose-built image. Left to their own devices LR dealerships may as well dig up and repave those cute little stone slopes, since the only offroading most of todays byers do is when they accidently jump the curb. Jeez, I hope you didn't misinterpret what I said as a slight to you (though it sure sounds like you did) since right from the gitgo you showed you know where the bullet comes from.

[sideview]

Naw, I didn't take what you said as a personal slight. Only wishing to point out that there's a world beyond America with a different perception keeping the LR love. Alot of them blokes own or have owned LRs for many years and live for the brand. You're right, not too many in the states carry on the LR enthusiasm (newer model owners I mean), it's merely another SUV to cart the family around. Hopefully in time we can change that some








pssst...I'm Tami

[cookingwithfat]

Normally I read all the posts before I respond, so please forgive me if someone else pointed this out but: Roanoke is a VERY long way from Richmond.

Here is the thing: Land Rover Richmond is, as far as I know, and as far as I have heard, the WORST Land Rover Service Department in the United Stated.

They have actually caused a rift in my family as I live in Vermont and my family lives in Richmond and my sister HATES Land Rovers after having owned a DI which she bought and had serviced by Land Rover Richmond. They treated her so poorly that we - and please understand that I am not even remotely kidding - are unable to even discuss Land Rovers without her becoming VERY upset. A major problem since I feel very strongly about Land Rovers. I am not kidding when I say that Land Rover Richmond sucks! and they should be shut down.

[TerryS]

Originally Posted by sideview

Naw, I didn't take what you said as a personal slight. Only wishing to point out that there's a world beyond America with a different perception keeping the LR love. Alot of them blokes own or have owned LRs for many years and live for the brand. You're right, not too many in the states carry on the LR enthusiasm (newer model owners I mean), it's merely another SUV to cart the family around. Hopefully in time we can change that some








pssst...I'm Tami

I knew that.............once.
There are a lot of land rover owners who have had them longer than my 35(alas, my years of owning them, not my age) years who probably disagree with me also, not just those who are recent and still bubbling with enthusiasm. I suppose the good side of the horrible resale value is that it allows people easier access to the newer trucks, but they still won't be able to break the umbilicle cord to the dealership, and very few independants who have the equipment to diagnose and repair them. Even in the UK, with the need to meet the ever tightening EU standards, the TD5 made the Defender owners a tad less independant. A friend on Mull had to pay(not covered by his roadside assistance) 260GBP to get a tow rig on the Calidonian Ferry from Oban, and back to his dearlership for a ECU problem. He didn't givee up on the brand, but he did sell the truck back for a 300Tdi, which he can work on.

[GMiller]

Tami-
Let me know how it turns out for you at Roanoke.

[sideview]

Originally Posted by GMiller

Tami-
Let me know how it turns out for you at Roanoke.

Turned out very well They gave us a loaner for the day & got everything sorted with no hassles. Totally different level of service than Richmond!

[GMiller]

Glad to hear it. In the big picture, Roanoke isnt too far away if you are treated well.