Landrover & Guy Salmon excellent customer service
Discussion
Recently had timing belt adjuster pulley failure on my 07 plate, 165,000 mile Discovery 3 TDV6 GS Pursuit. I've had it from new and always been serviced on the dot, first half by main dealers, second half by independent specialist. Anyway initially thinking I'd need to fork out big time or sell as is I was advised to give Landrover Customer Services a call and discuss the problem, they were very sympathetic and advised that in order to consider any claim they would need the vehicle inspected by a main dealer who would then send a report on the failure to Landrover. A bit of a long shot I thought but I'll give it a go, worst case would be having to pay for the inspection. Findings are confirmed as idle pulley sheared off and made a escape attempt through the timing cover ! Only solution full engine rebuild or replacement. 7 days later the main dealer, Guy Salmon (Northampton) call me to say that Landrover have offered a 75% good will contribution to parts & labour if carried out by main dealer, I was astounded. Although I could have probably got the job done at around £5.5k independently, this result has left me with a dealer repair with full Landrover support, 12 months warranty on all parts & labour for a lot less than I was expecting.
All along the way both Landrover & Guy Salmon (Northampton) have kept me posted, they have always called me, I've never had to chase them up. I'm not saying that everyone would get the same treatment if having a similar problem, the key was always having the vehicle serviced properly, fully stamped service book and having all receipts (which were photocopied by dealer for the report).
I was thinking about changing this year and considered other manufacturers, not now, I'll probably keep it now for another 12-18 months but will definitely be sticking with Landrover - exceptional Customer Service all round.
All along the way both Landrover & Guy Salmon (Northampton) have kept me posted, they have always called me, I've never had to chase them up. I'm not saying that everyone would get the same treatment if having a similar problem, the key was always having the vehicle serviced properly, fully stamped service book and having all receipts (which were photocopied by dealer for the report).
I was thinking about changing this year and considered other manufacturers, not now, I'll probably keep it now for another 12-18 months but will definitely be sticking with Landrover - exceptional Customer Service all round.
Edited by Richard 858 on Thursday 5th June 08:38
Edited by Richard 858 on Thursday 5th June 14:01
Edited by Richard 858 on Sunday 8th June 14:24
Yes and yes, they were very good to deal with getting me a car from another dealer in the group at a great price that I spotted on the internet. Before it was Hartwells who were always over priced so I used Stratstone in MK for the previous FF, whilst the sales were very good they tried to stiff me when they broke a part, though it was resolved in the end.
Ashley
Ashley
krusty said:
I use Guy Salmon in Portsmouth and have nothing but good things to say about them as well (although I will say sales are not quite up to the levels of the service department)
That's good to hear - I am mid way between them and Southampton and was undecided which one to use for next purchase.... Looking at a 2012 FFRROtherBusiness said:
krusty said:
I use Guy Salmon in Portsmouth and have nothing but good things to say about them as well (although I will say sales are not quite up to the levels of the service department)
That's good to hear - I am mid way between them and Southampton and was undecided which one to use for next purchase.... Looking at a 2012 FFRRMy closest now is the guys in Portsmouth and they have been great. I had an EGR sensor fail leaving me a cylinder short. The muppets on the Island never could work out what was wrong, but Portsmouth fixed it on only the second attempt.
Sterling work by LR standards!
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