Any good experience with a Land Rover Salesman?
Discussion
grand cherokee said:
glad it worked for you
but they like people like you who order before ever driving the car?
I imagine they do but since there weren't any built at that time to drive it wasn't their fault. but they like people like you who order before ever driving the car?
grand cherokee said:
I'd got £100k without finance and they have still not got me a test drive in a supercharged L405 - wft not?
No, well, obviously that's not good. Arguably they would prefer it with finance but I pay cash and it's never slowed down their eagerness to get the right car to me so they could relieve me of it!grand cherokee said:
what I will say in favour of Gordon Lamb is the excellent service provided by Brain Lyne the service manager who tries his best to help owners but often is frustrated by incompetent parts dept and sales staff upon who he has little control
Yes, well, service has been good for me and they've always managed to get stuff pretty quickly if they need it for me.my final comment
go to US Land Rover web sites
the yanks for all their faults do not accept second/third rate service - their dealers actually step up to the plate and offer real customer service
I'm a member of a few Land Rover forums and the guys in the US are amazed at the crap we tolerate and take the piss about brits and the 'stiff upper lip'!
i have heard that Tata know of the problems and will look to reform the whole uk dealership network/attitude - and that's from an Indian friend who knows Ratan
go to US Land Rover web sites
the yanks for all their faults do not accept second/third rate service - their dealers actually step up to the plate and offer real customer service
I'm a member of a few Land Rover forums and the guys in the US are amazed at the crap we tolerate and take the piss about brits and the 'stiff upper lip'!
i have heard that Tata know of the problems and will look to reform the whole uk dealership network/attitude - and that's from an Indian friend who knows Ratan
Edited by grand cherokee on Saturday 22 February 13:55
Edited by grand cherokee on Saturday 22 February 13:55
t the corporate procedures want to inflict on Joe public.grand cherokee said:
go to US Land Rover web sites
the yanks for all their faults do not accept second/third rate service - their dealers actually step up to the plate and offer real customer service
I'm a member of a few Land Rover forums and the guys in the US are amazed at the crap we tolerate and take the piss about brits and the 'stiff upper lip'!
Faults? the yanks for all their faults do not accept second/third rate service - their dealers actually step up to the plate and offer real customer service
I'm a member of a few Land Rover forums and the guys in the US are amazed at the crap we tolerate and take the piss about brits and the 'stiff upper lip'!
JLRNA place great store in the customer experience and we are evaluated on it all the time. That's not just the attitude and knowledge of sales staff but the cleanliness of the dealership, the quality and availability of snacks, the availability of brochures, the time it takes to respond to an email, quality and length of follow up on internet inquiries, speed and efficiency of service procedures, quality of customer events etc..... I recently went on a two day course entitled "brand advocacy" which staff from all dealerships attended and which was designed to emphasise the kind of experience that we are all expected to deliver. I'll typically go 3 or 4 times a year for training and they also do in dealership training regularly.
I've said it on here before but things are a little different over here. US salesmen get no salary so the customer really is king. No sale, no food so good sales people do go the extra mile. The pay structure also usually means that whilst good people can make very good money, bad salesmen usually don't survive. At the top end there is usually decent loyalty as well, which is helped by the fact that selling is considered as a profession far moreso than it is in the UK. It's not unusual for a customer to be buying their 6th, 8th or even 10th car from the same person.
Having said all that I've had great experiences as a purchaser in a variety of dealerships in the UK, including Jaguar and Land Rover.
My dad is now on his seventh new Land Rover. He is often confronted with disinterested salesman who know almost nothing about the intricacies of speccing the car, this was particularly highlighted by hearing from a friend who recently bought a Cayenne and was stunned at the level of service.
His favourite was picking his RRS up from Caffyns in Lewes and half a mile later the car cutting out. Turns out they had forgotten to put any coolant in it.
His favourite was picking his RRS up from Caffyns in Lewes and half a mile later the car cutting out. Turns out they had forgotten to put any coolant in it.
TimLambert7 said:
My dad is now on his seventh new Land Rover. He is often confronted with disinterested salesman who know almost nothing about the intricacies of speccing the car, this was particularly highlighted by hearing from a friend who recently bought a Cayenne and was stunned at the level of service.
His favourite was picking his RRS up from Caffyns in Lewes and half a mile later the car cutting out. Turns out they had forgotten to put any coolant in it.
I had a salesman at our local Land Rover showroom try to tell me that the cherry wood trim in one RR Sport was in fact walnut. I pointed out that actually it was cherry, but he was quite adamant. He is now the dealer principal.His favourite was picking his RRS up from Caffyns in Lewes and half a mile later the car cutting out. Turns out they had forgotten to put any coolant in it.
Good afternoon, all. I don't usually comment here, but thought I'd might as well share my experience, as it seems relevant.
It's time for me to change my 4yr old X5 and I quite fancied a new FFRR.
I applied for a test drive at my local dealer (Croydon) but didn't receive a reply.
I went in person and found the sales staff too busy to look up from their desks… Still, a nice lady gave me a brochure.
My partner lives in Hertford so I visited Lancaster Land Rover in nearby Welwyn Garden City. We were greeted by a friendly, helpful salesman (can't recall his name) who showed us around the car and gave me some bumph. I called a few days later and booked a test drive - a 70 mile trip, but it's not a cheap vehicle. I called three times on the allotted morning to be told that the sales people were in a meeting, so I left my details and told the receptionist that I would be there at 11am as arranged. I did the two-hour schlep along the M25, picked up my partner and rocked-up at Lancasters. No Range Rover. 'Sorry, embarrassing, it's been lent to someone'. Wenkers.
Back in Surrey, later that day, I took a trip to Guy Salmon at Thames Ditton. Spoke to Spencer Decker who lent me a FFRR Autobiography. I found Spencer helpful, switched-on and refreshingly free of bulls and sales-speil.
I specced a Vogue SE in Luxor with the bells and whistles I wanted and paid the deposit. Looking forward to delivery towards the end of April, early May.
It's time for me to change my 4yr old X5 and I quite fancied a new FFRR.
I applied for a test drive at my local dealer (Croydon) but didn't receive a reply.
I went in person and found the sales staff too busy to look up from their desks… Still, a nice lady gave me a brochure.
My partner lives in Hertford so I visited Lancaster Land Rover in nearby Welwyn Garden City. We were greeted by a friendly, helpful salesman (can't recall his name) who showed us around the car and gave me some bumph. I called a few days later and booked a test drive - a 70 mile trip, but it's not a cheap vehicle. I called three times on the allotted morning to be told that the sales people were in a meeting, so I left my details and told the receptionist that I would be there at 11am as arranged. I did the two-hour schlep along the M25, picked up my partner and rocked-up at Lancasters. No Range Rover. 'Sorry, embarrassing, it's been lent to someone'. Wenkers.
Back in Surrey, later that day, I took a trip to Guy Salmon at Thames Ditton. Spoke to Spencer Decker who lent me a FFRR Autobiography. I found Spencer helpful, switched-on and refreshingly free of bulls and sales-speil.
I specced a Vogue SE in Luxor with the bells and whistles I wanted and paid the deposit. Looking forward to delivery towards the end of April, early May.
That's some committed lurking. You must feel strongly if you felt the need to break 10 years' silence.
I've not tried to buy a car from a franchised dealer - I'm a frequent customer of the parts department at my local one, though: ask the way to the parts desk if you'd really like to be looked down upon...
I've not tried to buy a car from a franchised dealer - I'm a frequent customer of the parts department at my local one, though: ask the way to the parts desk if you'd really like to be looked down upon...
Delurking, briefly, again for an update.
Collected my new Range Rover yesterday.
Truly, I couldn't have hoped for a more pleasant and fuss-free buying experience.
The car is exactly as I specced it and is, if anything, even better than I was expecting.
The bouquet and freebies a nice touch.
I have no hesitation in recommending Spencer Decker and the finance guys (again, professional and fuss-free) at Guy Salmon Thames Ditton.
I have no connection with this company - if anything, they're competitors to my company's servicing business.
Collected my new Range Rover yesterday.
Truly, I couldn't have hoped for a more pleasant and fuss-free buying experience.
The car is exactly as I specced it and is, if anything, even better than I was expecting.
The bouquet and freebies a nice touch.
I have no hesitation in recommending Spencer Decker and the finance guys (again, professional and fuss-free) at Guy Salmon Thames Ditton.
I have no connection with this company - if anything, they're competitors to my company's servicing business.
Good to hear at least one Guy Salmon dealership is not a disaster.My wife and I popped into Marshalls in Bedford last B/H Monday an hour and a half before closing time to look at an Evoque. Spent 20 minutes or so chatting to Abi West, the sales exec there before asking if they had a demo we could drive. She took our license details and handed us the keys to her Co car - a manual Pure Tech coupe (we're after a 5 door manual pure tech) for an unaccompanied drive, the only proviso being we got back before they closed in an hour.
Excellant service there IMHO. She's trying to secure us a longer test drive so we can see if we'll really bond with the car before buying and if we do indeed go for an Evoque (90% certain at present) then she'll be first port of call to try and put a deal together.
Excellant service there IMHO. She's trying to secure us a longer test drive so we can see if we'll really bond with the car before buying and if we do indeed go for an Evoque (90% certain at present) then she'll be first port of call to try and put a deal together.
DO NOT what ever you do go to Guy Salmon Staford-Upon-Avon.
Persistent lying, and its took many heated phone calls (to business mangaer/ sales manager / dealer principal) to get a delivery date near what they promised when we originally ordered the RRS.
Over the past 10 years, we will not be going back to:
1) Stratstone Solihull - Uninterested sales staff "we don't need your business our order book is full"
Service side is very good and we use if for both the Freely and current RRS
2) Colliers Birmingham - Absolute shysters - Even LR customers service could not get them to fix the issue, and send us to Strastone Solihull to get the issues sorted.
3) Guy Salmon Coventry - Shocking sales service and almost lynched the transfer box by forgetting to fill it with oil.... Thank goodness I check all vehicle's from top to bottom after a service
4) Guy Salmon - Stratford - As above, current sales experience is shocking. If I could go to another dealer and get the same July build date I would.
I'm running out of LR dealers in the Midlands.
Compared to my experience at Skoda, BMW, Porsche Lotus & Ironically Jaguar they highlight all LR problems, and make me want to buy something else.
Even the guys at the LR Experience know the dealers are utter crap, and just say hang in there the cars are worth it.
Persistent lying, and its took many heated phone calls (to business mangaer/ sales manager / dealer principal) to get a delivery date near what they promised when we originally ordered the RRS.
Over the past 10 years, we will not be going back to:
1) Stratstone Solihull - Uninterested sales staff "we don't need your business our order book is full"
Service side is very good and we use if for both the Freely and current RRS
2) Colliers Birmingham - Absolute shysters - Even LR customers service could not get them to fix the issue, and send us to Strastone Solihull to get the issues sorted.
3) Guy Salmon Coventry - Shocking sales service and almost lynched the transfer box by forgetting to fill it with oil.... Thank goodness I check all vehicle's from top to bottom after a service
4) Guy Salmon - Stratford - As above, current sales experience is shocking. If I could go to another dealer and get the same July build date I would.
I'm running out of LR dealers in the Midlands.
Compared to my experience at Skoda, BMW, Porsche Lotus & Ironically Jaguar they highlight all LR problems, and make me want to buy something else.
Even the guys at the LR Experience know the dealers are utter crap, and just say hang in there the cars are worth it.
Edited by BoostMonkey on Thursday 22 May 14:40
BoostMonkey said:
DO NOT what ever you do go to Guy Salmon Staford-Upon-Avon.
Persistent lying, and its took many heated phone calls (to business manger/ sales manager / dealer principal) to get a delivery date near what they promised when we originally ordered the RRS.
Over the past 10 years, we will not be going back to:
1) Stratstone Solihull - Uninterested sales staff "we don't need your business our order book is full"
Service side is very good and we use if for both the Freely and current RRS
2) Colliers Birmingham - Absolute shysters - Even LR customers service could not get them to fix the issue, and send us to Strastone Solihull to get the issues sorted.
3) Guy Salmon Coventry - Shocking sales service and almost lynched the transfer box by forgetting to fill it with oil.... Thank goodness I check all vehicle's from top to bottom after a service
4) Guy Salmon - Stratford - As above, current sales experience is shocking. If I could go to another dealer and get the same July build date I would.
I'm running out of LR dealers in the Midlands.
Compared to my experience at Skoda, BMW, Porshce Lotus & Ironically Jaguar they highlight all LR problems, and make me want to buy something else.
Even the guys at the LR Experience know the dealers are utter crap, and just say hang in there the cars are worth it.
I can back every word of this up 100% regarding Stratford Upon Avon, shouldn't name and shame but they are shocking, I've had 4 years of dross off them, the worst I have ever dealt with!!!!!!Persistent lying, and its took many heated phone calls (to business manger/ sales manager / dealer principal) to get a delivery date near what they promised when we originally ordered the RRS.
Over the past 10 years, we will not be going back to:
1) Stratstone Solihull - Uninterested sales staff "we don't need your business our order book is full"
Service side is very good and we use if for both the Freely and current RRS
2) Colliers Birmingham - Absolute shysters - Even LR customers service could not get them to fix the issue, and send us to Strastone Solihull to get the issues sorted.
3) Guy Salmon Coventry - Shocking sales service and almost lynched the transfer box by forgetting to fill it with oil.... Thank goodness I check all vehicle's from top to bottom after a service
4) Guy Salmon - Stratford - As above, current sales experience is shocking. If I could go to another dealer and get the same July build date I would.
I'm running out of LR dealers in the Midlands.
Compared to my experience at Skoda, BMW, Porshce Lotus & Ironically Jaguar they highlight all LR problems, and make me want to buy something else.
Even the guys at the LR Experience know the dealers are utter crap, and just say hang in there the cars are worth it.
Marc Sack at Harwoods in Edenbridge. Took me seriously when I turned up at the showroom unannounced & tried to part-ex my TVR for a Discovery. Have bought both new & used now, sometimes spending next to nothing on an upgrade and always get looked after.
Just about to buy my 7th Landrover from him (although he doesn't know it yet!).
Just about to buy my 7th Landrover from him (although he doesn't know it yet!).
BoostMonkey said:
DO NOT what ever you do go to Guy Salmon Staford-Upon-Avon.
Persistent lying, and its took many heated phone calls (to business mangaer/ sales manager / dealer principal) to get a delivery date near what they promised when we originally ordered the RRS.
Over the past 10 years, we will not be going back to:
1) Stratstone Solihull - Uninterested sales staff "we don't need your business our order book is full"
Service side is very good and we use if for both the Freely and current RRS
2) Colliers Birmingham - Absolute shysters - Even LR customers service could not get them to fix the issue, and send us to Strastone Solihull to get the issues sorted.
3) Guy Salmon Coventry - Shocking sales service and almost lynched the transfer box by forgetting to fill it with oil.... Thank goodness I check all vehicle's from top to bottom after a service
4) Guy Salmon - Stratford - As above, current sales experience is shocking. If I could go to another dealer and get the same July build date I would.
I'm running out of LR dealers in the Midlands.
Compared to my experience at Skoda, BMW, Porsche Lotus & Ironically Jaguar they highlight all LR problems, and make me want to buy something else.
Even the guys at the LR Experience know the dealers are utter crap, and just say hang in there the cars are worth it.
I think the problem comes from the top, customer service from UK head office is not great and they allow the dealers to conduct business in ways that is often unacceptable. The opposite is true in the US from what I've seen. I can echo the poor service from Stratstone Newport and Guy Salmon Ascot.Persistent lying, and its took many heated phone calls (to business mangaer/ sales manager / dealer principal) to get a delivery date near what they promised when we originally ordered the RRS.
Over the past 10 years, we will not be going back to:
1) Stratstone Solihull - Uninterested sales staff "we don't need your business our order book is full"
Service side is very good and we use if for both the Freely and current RRS
2) Colliers Birmingham - Absolute shysters - Even LR customers service could not get them to fix the issue, and send us to Strastone Solihull to get the issues sorted.
3) Guy Salmon Coventry - Shocking sales service and almost lynched the transfer box by forgetting to fill it with oil.... Thank goodness I check all vehicle's from top to bottom after a service
4) Guy Salmon - Stratford - As above, current sales experience is shocking. If I could go to another dealer and get the same July build date I would.
I'm running out of LR dealers in the Midlands.
Compared to my experience at Skoda, BMW, Porsche Lotus & Ironically Jaguar they highlight all LR problems, and make me want to buy something else.
Even the guys at the LR Experience know the dealers are utter crap, and just say hang in there the cars are worth it.
Edited by BoostMonkey on Thursday 22 May 14:40
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