Harwoods Edenbridge - Carlsberg dealership?
Discussion
Just got my car serviced (RR Evoque) by a dealer who shall remain nameless. Experience was a complete disaster - initially a poor price, which then improved by a huge margin when we complained.
They then sent somebody who had no experience (seemingly of driving) to collect the car and it then came back with a scuff on the bumper with a firm denial that there had been any wrong-doing on their part.
I contacted Harwoods Edenbridge by e-mail this morning and suggested that I'd like to start a new relationship with them instead of our existing dealer. Imagine my surpise at being called by the dealer principal, who then offered to look at the damage to see if there was anything they could do?
Edenbridge had nothing to do with the damage and yet because I was clearly unhappy, they have actually offered to look at it. OK they haven't done anything yet but even to offer to look at it at this stage indicates a level of dedication to their customers that goes well beyond a normal car dealership.
Frankly, I'm amazed and think I may just have found the dealership that we'll be buying our new Range Rover Sport (and every new Range Rover) from when the time comes.
ETA: they have done something about it - simply incredible. Definitely getting my business - if they do this and I'm not even a customer imagine how much they will do for actual customers! Deeply impressed!
They then sent somebody who had no experience (seemingly of driving) to collect the car and it then came back with a scuff on the bumper with a firm denial that there had been any wrong-doing on their part.
I contacted Harwoods Edenbridge by e-mail this morning and suggested that I'd like to start a new relationship with them instead of our existing dealer. Imagine my surpise at being called by the dealer principal, who then offered to look at the damage to see if there was anything they could do?
Edenbridge had nothing to do with the damage and yet because I was clearly unhappy, they have actually offered to look at it. OK they haven't done anything yet but even to offer to look at it at this stage indicates a level of dedication to their customers that goes well beyond a normal car dealership.
Frankly, I'm amazed and think I may just have found the dealership that we'll be buying our new Range Rover Sport (and every new Range Rover) from when the time comes.
ETA: they have done something about it - simply incredible. Definitely getting my business - if they do this and I'm not even a customer imagine how much they will do for actual customers! Deeply impressed!
Edited by J-P on Wednesday 27th March 16:14
pete a said:
I bought my sport from them, frankly the sales experiance was dreadful and the way the car was prepped was awful, however the service department were excellent when I dealt with them.
Sorry to hear that - but they are already miles ahead of any other Land Rover dealership I've come across.
I had a dreadful experience with one of my FFRR.
Needed a replacement thermostat for the front heater, not the rear.
Told it would take 40 minutes.
An hour later the service lady came out to say they are just putting the car back together, the mechanic had not checked the replacement part before commencing the job.
They had the rear thermostat.
Complete waste of time, never offered any gesture of good will.
Never went back, traveled to Lewis instead
Needed a replacement thermostat for the front heater, not the rear.
Told it would take 40 minutes.
An hour later the service lady came out to say they are just putting the car back together, the mechanic had not checked the replacement part before commencing the job.
They had the rear thermostat.
Complete waste of time, never offered any gesture of good will.
Never went back, traveled to Lewis instead
J-P said:
Just got my car serviced (RR Evoque) by a dealer who shall remain nameless. Experience was a complete disaster - initially a poor price, which then improved by a huge margin when we complained.
They then sent somebody who had no experience (seemingly of driving) to collect the car and it then came back with a scuff on the bumper with a firm denial that there had been any wrong-doing on their part.
I contacted Harwoods Edenbridge by e-mail this morning and suggested that I'd like to start a new relationship with them instead of our existing dealer. Imagine my surpise at being called by the dealer principal, who then offered to look at the damage to see if there was anything they could do?
Edenbridge had nothing to do with the damage and yet because I was clearly unhappy, they have actually offered to look at it. OK they haven't done anything yet but even to offer to look at it at this stage indicates a level of dedication to their customers that goes well beyond a normal car dealership.
Frankly, I'm amazed and think I may just have found the dealership that we'll be buying our new Range Rover Sport (and every new Range Rover) from when the time comes.
ETA: they have done something about it - simply incredible. Definitely getting my business - if they do this and I'm not even a customer imagine how much they will do for actual customers! Deeply impressed!
That is impressive. Nice to hearThey then sent somebody who had no experience (seemingly of driving) to collect the car and it then came back with a scuff on the bumper with a firm denial that there had been any wrong-doing on their part.
I contacted Harwoods Edenbridge by e-mail this morning and suggested that I'd like to start a new relationship with them instead of our existing dealer. Imagine my surpise at being called by the dealer principal, who then offered to look at the damage to see if there was anything they could do?
Edenbridge had nothing to do with the damage and yet because I was clearly unhappy, they have actually offered to look at it. OK they haven't done anything yet but even to offer to look at it at this stage indicates a level of dedication to their customers that goes well beyond a normal car dealership.
Frankly, I'm amazed and think I may just have found the dealership that we'll be buying our new Range Rover Sport (and every new Range Rover) from when the time comes.
ETA: they have done something about it - simply incredible. Definitely getting my business - if they do this and I'm not even a customer imagine how much they will do for actual customers! Deeply impressed!
Edited by J-P on Wednesday 27th March 16:14
Nick67 said:
I had a dreadful experience with one of my FFRR.
Needed a replacement thermostat for the front heater, not the rear.
Told it would take 40 minutes.
An hour later the service lady came out to say they are just putting the car back together, the mechanic had not checked the replacement part before commencing the job.
They had the rear thermostat.
Complete waste of time, never offered any gesture of good will.
Never went back, traveled to Lewis instead
You went to the Outer Hebrides for a service?!!!Needed a replacement thermostat for the front heater, not the rear.
Told it would take 40 minutes.
An hour later the service lady came out to say they are just putting the car back together, the mechanic had not checked the replacement part before commencing the job.
They had the rear thermostat.
Complete waste of time, never offered any gesture of good will.
Never went back, traveled to Lewis instead
i've bought 6 (personal and corporate) cars from Harwoods Edenbridge over the past five years and they look after our family LR. i've always had exceptional service from them both sales and after-sales. they unfailingly go that little bit further than other main dealers will do in my experience, more trusted local garage than glass and chrome corporate faceless chain dealer. you seldom hear a bad word about them from people who live in their catchment, and i'm am sure this helps explain why so many local people choose to drive LR products.
MercScot said:
You went to the Outer Hebrides for a service?!!!
My mistake should be Leweshttp://www.caffynslandrover.co.uk/servicing-parts
Nick67 said:
I had a dreadful experience with one of my FFRR.
Needed a replacement thermostat for the front heater, not the rear.
Told it would take 40 minutes.
An hour later the service lady came out to say they are just putting the car back together, the mechanic had not checked the replacement part before commencing the job.
They had the rear thermostat.
Complete waste of time, never offered any gesture of good will.
Never went back, traveled to Lewis instead
That's your idea of a dreadful experience?Needed a replacement thermostat for the front heater, not the rear.
Told it would take 40 minutes.
An hour later the service lady came out to say they are just putting the car back together, the mechanic had not checked the replacement part before commencing the job.
They had the rear thermostat.
Complete waste of time, never offered any gesture of good will.
Never went back, traveled to Lewis instead
Nick1point9 said:
That's your idea of a dreadful experience?
It is when you have about a 3 hour round trip.I don't mind wasting my own time, but when others do it that is a different matter.
Wouldn't have been that hard to inspect the part that had been ordered before confirming the booking.
Only had experience of the service department but have to say they definitely go the extra mile in comparison to other dealerships, including all mainspring marques.
There is one particulate gentleman who I think this is attributable to and he really is first class.
He arranged collection and delivery of my Defender a fair distance away for its MOT and service as I am recovering fom recent surgery, top man and dealership.
There is one particulate gentleman who I think this is attributable to and he really is first class.
He arranged collection and delivery of my Defender a fair distance away for its MOT and service as I am recovering fom recent surgery, top man and dealership.
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