Is this the standard of dealers for Land Rover?

[Mr Aston Martin]

I'm looking to acquire a new Westminster so no problem?

Boring story cut short

Dealer one, One in build, well loaded, happy with the colour combination and the sales guy says I'll get a full spec and quotation across. Day two and I'm still waiting with the quote promised on day one.

Dealer two,Phoned twice, spoke with the receptionist and the sales guy was busy on both occasions who I was assured would phone me back. Still waiting.


So am I being a grumpy git who needs to get out more or do all Land Rover dealers treat prospective clients this way? I appreciate in dealing with sales people the only accurate informtion they provide will be their contact details. Granted, this provides only a narrow view of a dealers ethos, capability and nature. Still ste though.

Moreover if this happens when I'm about to acquire a car what is it going to be like if any issues arise?


BTW The test drive blew me away and I'm inclined not to disturb my choice!

[whoami]

Mr Aston Martin said:

I'm looking to acquire a new Westminster so no problem?

Boring story cut short

Dealer one, One in build, well loaded, happy with the colour combination and the sales guy says I'll get a full spec and quotation across. Day two and I'm still waiting with the quote promised on day one.

Dealer two,Phoned twice, spoke with the receptionist and the sales guy was busy on both occasions who I was assured would phone me back. Still waiting.


So am I being a grumpy git who needs to get out more or do all Land Rover dealers treat prospective clients this way? I appreciate in dealing with sales people the only accurate informtion they provide will be their contact details. Granted, this provides only a narrow view of a dealers ethos, capability and nature. Still ste though.

Moreover if this happens when I'm about to acquire a car what is it going to be like if any issues arise?



BTW The test drive blew me away and I'm inclined not to disturb my choice!

No, my dealings have been pretty positive.

Edited by whoami on Wednesday 20th June 21:54

[Phil.]

Try these guys, they have a good reputation for service:

http://www.lookers.parkroyal.landrover.co.uk

[pontypool]

Despite living in London I ended up going all the way to Barretts of Canterbury who have been excellent to deal with.

In the end I went for a 60-plate Vogue SE rather than a new Westminster as couldn't quite stomach the full cliff-face of depreciation or the two month wait for a car.

[ED209]

My experience with buying my evoque was crap. that is why it will probably be my first and last landrover purchase. Not becaue of the car, thats great but because of the totally disinterested dealers.

[Triple7]

Speak to Usman at Stratstone Mayfair.....

[P4T]

PM sent...

[anonymous-user]

As with similar comments on a Jag thread I am truly amazed. I work for a JLR dealer in the USA and we are continuously assessed by JLR as to response times, follow up and general care for prosopective leads. I can only assume the same is not the case in the UK?

The other difference may be the way that car sales people are paid here. There is no basic salary. Commissions are sizeable, especially on new JLR products so sales people tend to be very responsive. And bad sales people starve and quit.

[Captain Speaking]

I gave up trying to buy from Hartwells at Oxford and went to a local indie, James French. Expensive stock but good service both pre- and post-sale.

Lookers at Park Royal were hopeless too (well, in early 2011 anyway).

It's always the same - calls not returned, lackadaisical attitude and then woeful post-sales service.

[Deva Link]

unrepentant said:

The other difference may be the way that car sales people are paid here. There is no basic salary. Commissions are sizeable, especially on new JLR products so sales people tend to be very responsive. And bad sales people starve and quit.

If you believe sales people here they say they make little on new car sales as there's not a lot of margin for the dealer and customers expect to get most of that in discount.

Salesmen do apparently make some money from the various finance scams, sorry, products, that are available. Indeed it's been reported that this income is so vital that some dealers won't sell cars to cash (I don't mean cash literally, but people who don't want finance) paying customers.

[anonymous-user]

Deva Link said:

If you believe sales people here they say they make little on new car sales as there's not a lot of margin for the dealer and customers expect to get most of that in discount.

Salesmen do apparently make some money from the various finance scams, sorry, products, that are available. Indeed it's been reported that this income is so vital that some dealers won't sell cars to cash (I don't mean cash literally, but people who don't want finance) paying customers.

I can't comment on the UK. A decent car salesman in the USA with a good customer bank can comfortably make six figures. "Spiffs" on finance and insurance may account for 5% or so of income, maybe a higher percentage on non luxury brands where commssions are lower.

[Lakeland9]

I've just bought a new RR Sport. Dealers standard varied widely from the disinterested to the slightly offensive. In the end I ordered through Carfile whose dealer in Yorkshire was excellent.

I also got a very good discount without having to haggle for it.

Having said that,most of the LR dealers were better than any of the Audi dealers I've been dealing with trying to get a new A1 for my O/H!!

[grand cherokee]

Land Rover really need to put pressure on their dealer network to improve the quality of overall service to both existing customers and potential customers

a new RR of nearly £100K - you expect better - ditto for the lower priced vehicles

my experience is that they like the 'business' customer who pays the 'price' without any questions - both on buying cars and service etc

one thing i did notice was that for a short time they were more helpful to potential buyers of the Evoque?

to be honest when i take my fathers Ford Focus to the main dealer i'm treated better - needed a new wing mirror cover - 'just a second sir i'll get one of our technicians to change it - its a few minutes job so no charge'!

Edited by grand cherokee on Monday 25th June 10:51

[anonymous-user]

Maybe the issue in the UK is that the dealer network has been in place a long time? Here in the US LR has only been in the market since '87 so it was a new dealer network then. We get evaluated every quarter by LR with an unannounced visit. All standards must be complied with, and they are rigorous, and the evaluator is given a full sales presentation with delivery and a full service presentation. We are also continuously evaluated on internet and phone service and it costs the dealerships money if standards are not met. All sales people are certified and all technicians are factory trained and certifed as are service advisors. If you have dealings with a LR dealership in the USA you should receive first class treatment every time.

[grand cherokee]

unrepentant said:

Maybe the issue in the UK is that the dealer network has been in place a long time? Here in the US LR has only been in the market since '87 so it was a new dealer network then. We get evaluated every quarter by LR with an unannounced visit. All standards must be complied with, and they are rigorous, and the evaluator is given a full sales presentation with delivery and a full service presentation. We are also continuously evaluated on internet and phone service and it costs the dealerships money if standards are not met. All sales people are certified and all technicians are factory trained and certifed as are service advisors. If you have dealings with a LR dealership in the USA you should receive first class treatment every time.

thats as it should be - maybe the UK needs to catch up?

[SGirl]

Bought my car from Guy Salmon Thames Ditton a few weeks ago, I can definitely recommend their service. I'll certainly buy from them again if/when I trade up.

No naming and shaming, but a Land Rover main dealer just down the road from me started off well by inviting me to look round the various cars available so that I could decide what model I wanted, but after that there was no follow-up whatsoever. I sent the salesman a couple of mails asking about specific cars in stock, and he replied but didn't offer test drives or, indeed, any additional info. At best, it was "if you're interested, a test drive would be the best way forward" - no invitation to call him to book one at all, no follow-up phone call or anything. So it felt like I was trying to sell myself a car. Hard work.

[bakerstreet]

Mr Aston Martin said:

So am I being a grumpy git who needs to get out more or do all Land Rover dealers treat prospective clients this way? I appreciate in dealing with sales people the only accurate informtion they provide will be their contact details.

Sales people do often make the mistake of not calling people back ect. ect. However, don't asume they are some kind of low life that just palm you off with a load of lies on every occasion.

[auto1]

Guy Salmon Portsmouth didn’t seem to be interested in us as customers not replying etc.
Total difference at Harwoods Land Rover Pulborough found the specification of car we wanted (choice of 5) Their follow up customer care policy second to none .
I have no connection with the firm other than a satisfied customer..

[LHD]

If you're still looking for a Westminister, give me a shout, we've got a few in stock.

[whoami]

LHD said:

If you're still looking for a Westminister, give me a shout, we've got a few in stock.

I could be tempted to swap mine for a Westminster.

What sort of deals are on offer?