Servicing experience
Discussion
I had an interesting but annoying experience with Land Rover Aberdeen last week.
So I had a course in Aberdeen and the disco is coming up to 4 years old so needing a service and an MOT. I live pretty remotely so servicing time is an expedition for me normally so this was an ideal chance to get it done. I called Aberdeen who said "ooh yes sir, 4th year service, Hmm yes that's a major service, let me see.....£750 please. Plus the MOT and we recommend a fluid flush so all in around £830" Wow i thought but she is right enough that its a major service. Ok fine book it for tuesday. So after much expleting at the now hung up phone I gave land rover Inverness a call. I had bought the car here and found them very helpful. "Hmm yes sir thats a 4th year major service... hmmm that will be £540 but as you are an existing customer we will do it for 480." "REALLY!!!!" was my reply. "I'll get back to you on this one as I now need to figure out how to get the car to you and have use of a car in Aberdeen" They didn't have acourtesy car at such short notice.
Anyway decided I could figure something out so I called back Aberdeen to cancel the service. "Hello, you would like to cancel, you got a quote of how much?.. Hang on and let me speak to the service manager"...."Hello again sir, we will do the service for £530 including a free MOT and free engine flush." OH was my reply, ok thanks thats fine then.
Now this to me is so annoying. It suited me more to do it in Aberdeen so I kept the booking but if I could have I would have used Inverness out of principle. Aberdeen charge extortionate prices hoping that Oil rich mugs will just cough up right away. But a quick call and they reduce the price by over 1/3 without an arguement. This is totally unacceptable.
So to continue the story I dropped off the car and everything was done without issue. No extra work required, nothing. The car was a bit late so I had a look at the new RRS. Stunning! Got chatting and the guy mentioned a test drive. However as I was in the course all day I couldn't come during normal non rush hour times so I jokingly suggested that I take it for the night. No problem sir was the answer! So I booked it for two nights later.
So at 2pm on the test drive day I got a call to give feedback on the service. I told them about my feelings about the original price and how easy it was to get a discount and I suggested they should have more realistic prices in the first place. OK sir that's duly noted thanks you for your time.
Then I turn up at 5pm to pick up the car and it's out with another customer and he hasn't returned on time and they don't know when he's coming back! Sorry... Coincidence... I doubt it! I gave crap feedback so I cant have the car. I got into more detail on the prices and the deals they are giving on new RRS are awful. The other car I am considering is a 3 series touring and the deal difference is astonishing. I know there is 15k difference in the forecourt price but land rover want 6k more deposit plus double the monthly payment. I'll just keep the disco 4 and change the other car instead!
So I had a course in Aberdeen and the disco is coming up to 4 years old so needing a service and an MOT. I live pretty remotely so servicing time is an expedition for me normally so this was an ideal chance to get it done. I called Aberdeen who said "ooh yes sir, 4th year service, Hmm yes that's a major service, let me see.....£750 please. Plus the MOT and we recommend a fluid flush so all in around £830" Wow i thought but she is right enough that its a major service. Ok fine book it for tuesday. So after much expleting at the now hung up phone I gave land rover Inverness a call. I had bought the car here and found them very helpful. "Hmm yes sir thats a 4th year major service... hmmm that will be £540 but as you are an existing customer we will do it for 480." "REALLY!!!!" was my reply. "I'll get back to you on this one as I now need to figure out how to get the car to you and have use of a car in Aberdeen" They didn't have acourtesy car at such short notice.
Anyway decided I could figure something out so I called back Aberdeen to cancel the service. "Hello, you would like to cancel, you got a quote of how much?.. Hang on and let me speak to the service manager"...."Hello again sir, we will do the service for £530 including a free MOT and free engine flush." OH was my reply, ok thanks thats fine then.
Now this to me is so annoying. It suited me more to do it in Aberdeen so I kept the booking but if I could have I would have used Inverness out of principle. Aberdeen charge extortionate prices hoping that Oil rich mugs will just cough up right away. But a quick call and they reduce the price by over 1/3 without an arguement. This is totally unacceptable.
So to continue the story I dropped off the car and everything was done without issue. No extra work required, nothing. The car was a bit late so I had a look at the new RRS. Stunning! Got chatting and the guy mentioned a test drive. However as I was in the course all day I couldn't come during normal non rush hour times so I jokingly suggested that I take it for the night. No problem sir was the answer! So I booked it for two nights later.
So at 2pm on the test drive day I got a call to give feedback on the service. I told them about my feelings about the original price and how easy it was to get a discount and I suggested they should have more realistic prices in the first place. OK sir that's duly noted thanks you for your time.
Then I turn up at 5pm to pick up the car and it's out with another customer and he hasn't returned on time and they don't know when he's coming back! Sorry... Coincidence... I doubt it! I gave crap feedback so I cant have the car. I got into more detail on the prices and the deals they are giving on new RRS are awful. The other car I am considering is a 3 series touring and the deal difference is astonishing. I know there is 15k difference in the forecourt price but land rover want 6k more deposit plus double the monthly payment. I'll just keep the disco 4 and change the other car instead!
The price reduction is a pain but far from unusual these days for all sorts of things.
How many times do you ring your insurers to get the figure reduced a bit and don't mention the AA renewal prices which are usually twice the new customer price until you complain.
I can only assume most people don't complain or research their purchase...
How many times do you ring your insurers to get the figure reduced a bit and don't mention the AA renewal prices which are usually twice the new customer price until you complain.
I can only assume most people don't complain or research their purchase...
Booked service in Aberdeen quoted 830
Called Inverness and quoted 480 not including MOT
Called back Aberdeen who revised quote to 530 inc MOT and engine flush
Service carried out with no additional work. Looked at RRS, booked for overnight test drive
Got call from service requesting feedback.
Gave feedback
RRS not available that night for test drive
RRS deal rip off
That brief enough?
Called Inverness and quoted 480 not including MOT
Called back Aberdeen who revised quote to 530 inc MOT and engine flush
Service carried out with no additional work. Looked at RRS, booked for overnight test drive
Got call from service requesting feedback.
Gave feedback
RRS not available that night for test drive
RRS deal rip off
That brief enough?
finnie said:
Booked service in Aberdeen quoted 830
Called Inverness and quoted 480 not including MOT
Called back Aberdeen who revised quote to 530 inc MOT and engine flush
Service carried out with no additional work. Looked at RRS, booked for overnight test drive
Got call from service requesting feedback.
Gave feedback
RRS not available that night for test drive
RRS deal rip off
That brief enough?
Yes, thanks.Called Inverness and quoted 480 not including MOT
Called back Aberdeen who revised quote to 530 inc MOT and engine flush
Service carried out with no additional work. Looked at RRS, booked for overnight test drive
Got call from service requesting feedback.
Gave feedback
RRS not available that night for test drive
RRS deal rip off
That brief enough?
Which bit annoys you? The servicing costs and variation thereof, lack of RRS, or the rip off?
Hi finnie, I have to say I do feel for you. I find the pricing really annoying on servicing. You are best to use resources like PH to see what people are paying and get the right price. I have been ripped off on my Jaguar in the past and now being the new owner of a Disco need to keep an eye on here to see what I can expect - so your post us useful, thanks!
I know that the feedback, unless scored at 9 or above for the LR guys is bad news. This is all part of a push from marketing to really improve the customer service received - for me this has resulted in exceptional service at the dealership, but it can cause a reaction in both ways.
To the third point, the RR Sport is unlikely to get much of a discount at the moment due to demand so I guess the garage are going to keep to their prices, but I think your point was that the finance options are not great. In my experience there is always room to manoeuvre on finance packages - you just need to be talking to the decision maker as the sales guy may not have direct control over this.
I sat in the new RR Sport yesterday and for the money I would choose the Disco every time - so much more useful space.
Rus
I know that the feedback, unless scored at 9 or above for the LR guys is bad news. This is all part of a push from marketing to really improve the customer service received - for me this has resulted in exceptional service at the dealership, but it can cause a reaction in both ways.
To the third point, the RR Sport is unlikely to get much of a discount at the moment due to demand so I guess the garage are going to keep to their prices, but I think your point was that the finance options are not great. In my experience there is always room to manoeuvre on finance packages - you just need to be talking to the decision maker as the sales guy may not have direct control over this.
I sat in the new RR Sport yesterday and for the money I would choose the Disco every time - so much more useful space.
Rus
finnie said:
My main issue is that if I hadn't said i could get it done cheaper elsewhere then they would have charged over 30% more than they are able to charge.
They are taking advantage of people who dont have the inclination to challenge it.
A product/service is worth whatever people are willing to pay for it. That's means in an area where something is in high demand or an affluent area things are more expensive, especially on high end products/services.They are taking advantage of people who dont have the inclination to challenge it.
Out of interest, was the dearer dealership larger than the other? More staff, more capital tied up in stock, higher business rates and suddenly they aren't all that much more expensive. The fact they were willing to reduce the price is testament to "the brand".
Or, some people are robbing b
ds and you should never have taken your car their simply because they tried to rip you off with an outrageous quote in the first place.Either way, I don't see what your gripe is. If I was a dealer principle and had just had a poor customer review I wouldn't be willing to give you access to a brand new, high demand car that I probably wouldn't want to sell you in case I carried on getting poor reviews. I won't struggle to sell it to someone else after all.
Having used the same LR dealership in both its new owners and former owners I can assure you they are robbing gits with poor customer service
As my RRS will be 5 years old in December I am moving away form the dealership network and going to a local specialist who replaced my suspension directional control valves for half the price of the main dealer
As my RRS will be 5 years old in December I am moving away form the dealership network and going to a local specialist who replaced my suspension directional control valves for half the price of the main dealer
By T&C standards that was good service!. They never have routine service items in stock, work substandard or not done, vehicle always returned late. On one occasion bodywork damaged while in their position which of course they denied. Could'nt give a damn about customer service. Every time our cars were serviced there Land Rover would ask about service recieved etc. Never ever had a reply from them. They sell too many cars for LR to give a damn. Would never deal or use them for anything again and I'm not an isolated case.
I am also an LR Aberdeen customer and have had nothing but good experience with T&C and now PV's on the servicing front. Admittedly I too have just had my D4 in for its 4 yr service and, like the oil rich mug you refer to, paid what they asked as I thought it was just a fixed price service scheme. I may well take that matter up with them.
Anyway, service-wise, I am yet to find better (other than Aston Works) for a maindealer that the LR folks. My car is always returned clean (although there was one grubby paw print on the start button last time but that is forgiveable) and on time. Infact they normally collect and deliver back to me on the same day so I don't even have the stress of getting Tullos and back. It is on the strength of this service quality that I have just bought the wife (to be on Sat anyway!) the new FFRR as I know they'll look after us.
Having said all of that they do have a significant failing. Sales.
It seems that the life of a salesman in Aberdeen is all to easy and they really don't have to work that hard for a sale when compared with more competitive markets. They're all extremely pleasant folks but for a penny pinching Aberdonian such as myself their pencil is never quite sharp enough; infact it's positively blunt. I have just paid £6k less for fully loaded Autobiography than they were willing to let their Vogue SE FFRR go for. Same miles but the V SE had significantly less spec. The key difference is that I buy nearly all my cars in London or the surrounding boroughs and am not afraid of doing a deal on a car i haven't seen. I have saved thousands upon thousands buying in this manner and despite giving the dealers a fair bite at the cherry i'm yet to complete a single purchase up here. Same goes for my company fleet. I buy everything from Scottish central belt and further south. Next to nothing (save for one VW Caddy that I needed asap) comes from Aberdeen. Shame really as I want to spend money in the local economy but not when its so significantly to my detriment cost-wise.
Anyway, service-wise, I am yet to find better (other than Aston Works) for a maindealer that the LR folks. My car is always returned clean (although there was one grubby paw print on the start button last time but that is forgiveable) and on time. Infact they normally collect and deliver back to me on the same day so I don't even have the stress of getting Tullos and back. It is on the strength of this service quality that I have just bought the wife (to be on Sat anyway!) the new FFRR as I know they'll look after us.
Having said all of that they do have a significant failing. Sales.
It seems that the life of a salesman in Aberdeen is all to easy and they really don't have to work that hard for a sale when compared with more competitive markets. They're all extremely pleasant folks but for a penny pinching Aberdonian such as myself their pencil is never quite sharp enough; infact it's positively blunt. I have just paid £6k less for fully loaded Autobiography than they were willing to let their Vogue SE FFRR go for. Same miles but the V SE had significantly less spec. The key difference is that I buy nearly all my cars in London or the surrounding boroughs and am not afraid of doing a deal on a car i haven't seen. I have saved thousands upon thousands buying in this manner and despite giving the dealers a fair bite at the cherry i'm yet to complete a single purchase up here. Same goes for my company fleet. I buy everything from Scottish central belt and further south. Next to nothing (save for one VW Caddy that I needed asap) comes from Aberdeen. Shame really as I want to spend money in the local economy but not when its so significantly to my detriment cost-wise.
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