LAND ROVER FAILS...who do you turn to ?
Discussion
My wifes Discovery 3 ( a Sep '58 bought new - now 10,000 miles ) broke down in spectacular fashion last Monday. The car dropped to the ground while she was driving and the suspension seemed to have a mind of its own. Land Rover assistance called and decided it would have to be recovered from our house to the dealer. Our local dealer picked the car up on Tuesday and managed to get around to looking at it today.. it needs a new ride height sensor and apparently it will be Monday before it can be fitted.
This is irritating in a car thats a string of annoying defects, but to make matters worse the replacement car they dropped off was a Clio...it hasn't moved an inch since, because with 4 kids ( all in child seats ) they don't fit. Also the main point for having a 4x4 is to navigate our road on the days when it becomes dangerous in a two wheel drive car. Its a steep hill and my wife has no inclination to load up an unfamiliar car with 4 kids and try and navigate the ice. I was away when this happened, on returning I've spoken to the dealer - they blame the hire car firm Enterprise.. I've tried LR uk - they blame the hire firm Enterprise.. we bought the car from LR though.
Enterprise rang yesterday to say the clio would be replaced with a 4x4 today. On that basis I've gone back to work today ( I could have waited a day ) and my wifes rung to say Enterprise can't make the swap now. I now have a very lovely but useless Disco 3 lingering in the workshop, a very upset wife and the polite but ineffectual apologies of LR.
Rant Over ! Please has anyone got any advice as to who to complain to to get some actual results ? Unless this is resolved soon - we will change the Disco for something Jap/German or Swedish and I love the Disco. I persuaded my wife to go with the British option and now she is housebound until whenever the snow and ice disappears.
This is irritating in a car thats a string of annoying defects, but to make matters worse the replacement car they dropped off was a Clio...it hasn't moved an inch since, because with 4 kids ( all in child seats ) they don't fit. Also the main point for having a 4x4 is to navigate our road on the days when it becomes dangerous in a two wheel drive car. Its a steep hill and my wife has no inclination to load up an unfamiliar car with 4 kids and try and navigate the ice. I was away when this happened, on returning I've spoken to the dealer - they blame the hire car firm Enterprise.. I've tried LR uk - they blame the hire firm Enterprise.. we bought the car from LR though.
Enterprise rang yesterday to say the clio would be replaced with a 4x4 today. On that basis I've gone back to work today ( I could have waited a day ) and my wifes rung to say Enterprise can't make the swap now. I now have a very lovely but useless Disco 3 lingering in the workshop, a very upset wife and the polite but ineffectual apologies of LR.
Rant Over ! Please has anyone got any advice as to who to complain to to get some actual results ? Unless this is resolved soon - we will change the Disco for something Jap/German or Swedish and I love the Disco. I persuaded my wife to go with the British option and now she is housebound until whenever the snow and ice disappears.
Things have improved a little. I rang the dealer again but asked to speak to the Dealer Principle - he wasn't 'available' but the service manager agreed to do something, he said he would get a 4x4 from somewhere and get it to my wife this evening. He's since rung her to say they can instead get an overnight delivery of the part and have our car returned tomorrow morning. If we'd had this response a couple of days ago it would have been ideal, but IF the part arrives and IF it fixes it, the LR may get a chance to prove its worth.
Andy, thanks for the reply. The service manager at our local dealer has now done something more than empathise or blame a sub-contractor which is great, but my wife originally wanted a Pathfinder or a Landcruiser and now I regret shelling out more money for the Disco. The Landcruiser was a bit short on space with kids + large dog - any thoughts on the Pathfinder ? Bren
Its just this type of story as to why i would never buy another Range Rover or Discovery ever again.I still kept with Land Rover and bought a nice 50th Defender. And for every day family stuff i run a Ram. Its been dependable and never let me down.Only requires a small service once a year.
I feel for you fella.As i had been there many times before. You and your family are basically paying the price for LR,s insistance on unnecessary gimmicky standard features.
I feel for you fella.As i had been there many times before. You and your family are basically paying the price for LR,s insistance on unnecessary gimmicky standard features.
To be fair to LR and our local dealer Westover, when the EGR valve failed on the TDV8 they couldn't have been better. The car was collected and another Range Rover dropped off.
I wouldnt let one bad experience put you off the car, perhaps just be more forcefull with them if you have any probs in future.
I wouldnt let one bad experience put you off the car, perhaps just be more forcefull with them if you have any probs in future.
Sadly this isn't our first fault. We've had a failed seat cushion within a couple of weeks.. 3 visits to remedy. Failed windscreen wipers in heavy rain left us stranded until LR assistance arrived ( apparently it was loose from new ) and an intermittant brake squeal which 2 garages have fixed for a matter of weeks before it intermittently returns. The suspension dropping while my wife is driving seems more serious.
I don't really know how we could have been more assertive to be honest. If you tell the dealer / manufacturer that you aren't happy and they just empathise but will not improve their service - what options do you have ? I tried the dealer - no joy. I tried LR customer service - no joy. I will choose to vote with my wallet and tell everyone I can that they need to avoid LR.. the urge to go and urinate on the Dealer Principals desk or kill his favourite pet would seem too far ? Thats really why I was posting, is there another approach to take that will get results ? If LR customer service can't control their franchised dealers to give good customer service - how can we ?
I don't really know how we could have been more assertive to be honest. If you tell the dealer / manufacturer that you aren't happy and they just empathise but will not improve their service - what options do you have ? I tried the dealer - no joy. I tried LR customer service - no joy. I will choose to vote with my wallet and tell everyone I can that they need to avoid LR.. the urge to go and urinate on the Dealer Principals desk or kill his favourite pet would seem too far ? Thats really why I was posting, is there another approach to take that will get results ? If LR customer service can't control their franchised dealers to give good customer service - how can we ?
Edited by brenflys777 on Friday 15th January 20:45
Not having something trivial like Disco3 height sensors in stock would indicate that the poor attitude extends throughout the entire dealership in question. Height sensors have been failing with alarming regularity from the early 90s and any dealer worth their salt should have shelves full of bits like this. Parts stock is usually a very good indication of whether the dealer is concerned with long term customer retention or short term cashflow. More parts in stock costs more but gives a better service, so it's often the first thing to get cut when the DP wants a new company car.
"Sorry sir, we can't complete your service today, we need to order in some water for the radiator".
"Sorry sir, we can't complete your service today, we need to order in some water for the radiator".
My wifes Toyota Invincible has never run short on space, it's an 8 seater and has as many whistles and bells we need, tows the horse box and my big Ivor Williams trailer with ease, it's an 08 model which I picked up just befor Xmas, we sold her 03 LC5 to a friend with 84K miles on the clock and it "NEVER" went wrong, the other part of my business is 4x4 tyres, when fitting tyres we like to find out whats good and bad with all the different makes available, the least complaints are from Jap 4x4 owners, must say something.
Andy.
Andy.
Thanks for the replies, car now back with my wife.. and currently working. Very happy with response from the service manager, but everyone else involved has been pleasant but useless.
I'll follow up with a letter to LR and the dealer principal, but I think we're going to have to look at a Landcruiser or Pathfinder because my wifes confidence in the car is now that low, and our confidence in LR customer service is none existant. She loved our old '109 ( sadly sold last year ) and wanted to change for a Disco 4 in a couple of years, but I can't see that happening now. Shame really, I've had some problems with my last BMW but the service recovery encouraged me to buy another. Cheers Bren
I'll follow up with a letter to LR and the dealer principal, but I think we're going to have to look at a Landcruiser or Pathfinder because my wifes confidence in the car is now that low, and our confidence in LR customer service is none existant. She loved our old '109 ( sadly sold last year ) and wanted to change for a Disco 4 in a couple of years, but I can't see that happening now. Shame really, I've had some problems with my last BMW but the service recovery encouraged me to buy another. Cheers Bren
brenflys777 said:
Thanks for the replies, car now back with my wife.. and currently working. Very happy with response from the service manager, but everyone else involved has been pleasant but useless.
I'll follow up with a letter to LR and the dealer principal, but I think we're going to have to look at a Landcruiser or Pathfinder because my wifes confidence in the car is now that low, and our confidence in LR customer service is none existant. She loved our old '109 ( sadly sold last year ) and wanted to change for a Disco 4 in a couple of years, but I can't see that happening now. Shame really, I've had some problems with my last BMW but the service recovery encouraged me to buy another. Cheers Bren
I wouldn't suspect you getting much response from them. I did the same 12 years ago when my P38 had the same problem.It was just outside warrenty and no indie at the time had the software to read the BECM.I'll follow up with a letter to LR and the dealer principal, but I think we're going to have to look at a Landcruiser or Pathfinder because my wifes confidence in the car is now that low, and our confidence in LR customer service is none existant. She loved our old '109 ( sadly sold last year ) and wanted to change for a Disco 4 in a couple of years, but I can't see that happening now. Shame really, I've had some problems with my last BMW but the service recovery encouraged me to buy another. Cheers Bren
I was faced with a bill with £2,400. To completely renew all the componants. I reduced this a bit by getting the parts myself,as i had someone in LR.I actually spoke to the mechanics after the work was done to ask what was the exact problem. To be told they didnt know, but thought it better to replace the whole system to eradicate the problem. I was pissed right off,as i believed i had bought parts i didnt need. A letter to the dealer and one back to Solihull,(when there wasn't a good enough response from the dealer) resulted in just a "sorry for your inconvenience" letter.That was the last time i ever used a main dealer.
B.t.w if you go down the Pathfinder route do a bit of research. Its basically SUV of the Navara pick-up,and there have been some engine issues.
I would think a Toyota would be better than a Pathfinder.
The Pathfinder or more or less the same as a Navara.
Look here before jumping out of the frying pan into the fire
http://www.knackerednavara.co.uk/
The Pathfinder or more or less the same as a Navara.
Look here before jumping out of the frying pan into the fire
http://www.knackerednavara.co.uk/
Didnt realise you'd had all those problems and now understand your frustration with all concerned
Hope she is happy with the car now and that it behaves itself from now on!
Good Luck
Have to however agree re the Jap 4x4's
For those who have visited the Middle East and observed the weapon of choice (perhaps a bad choice of words there)they are normally all Jap and more than often the Toyota Landcruiser.
The only Cayenne's, X5's, RR and LR you see are parked in the Valet Parking at the hotels lol
Hope she is happy with the car now and that it behaves itself from now on!
Good Luck
Have to however agree re the Jap 4x4's
For those who have visited the Middle East and observed the weapon of choice (perhaps a bad choice of words there)they are normally all Jap and more than often the Toyota Landcruiser.
The only Cayenne's, X5's, RR and LR you see are parked in the Valet Parking at the hotels lol
Edited by 2 5HAN on Saturday 16th January 19:28
Many thanks chaps for the replies. R60EST and Bluethunder many thanks for the referal re the Pathfinder.. engine / gearbox or turbo problems are not what I need now ! 2 5HAN wish the LR was just a bit more reliable or accompanied by decent customer service because it is fantastic when it works - 30+mpg / reasonable performance / brilliant design etc..etc and you have my ideal car in a TDV8 and I know that after this debacle my wife would think I had lost the plot if I bought a RRover now ! I'm busy with work now but when I get back I'll give a final venting of spleen at LR and see if they can recover our love of all things LR !
Yawn! Let's get some perspective. A sensor failed, it gets fixed, bravo LR. it isn't good enough of Enterprise to supply a Clio and maybe when they turned up with it, it should have been rejected outright sighting your concerns.
Peeps, seem to think buying an expensive car means zero problems, but the higher value vehicles are a mass of gizmo's and electrics. increase the complexity and you increase the chances of problems. There can be issues with LR's which seem to attract huge criticism, I expect many other manufactuers have technical issues as well, but we Brits love to kick our own.
Out of all my LR's I've owned, the 777 has broken down far more often. ;-)
Peeps, seem to think buying an expensive car means zero problems, but the higher value vehicles are a mass of gizmo's and electrics. increase the complexity and you increase the chances of problems. There can be issues with LR's which seem to attract huge criticism, I expect many other manufactuers have technical issues as well, but we Brits love to kick our own.
Out of all my LR's I've owned, the 777 has broken down far more often. ;-)
Funnily enough my RR Supercharged is in the garage again with a re-occuring electronic handbrake problem and Enterprise have given me a Pathfinder "Tekna" to run around in this time (usually get a disco or RRS). Got to say Im over the moon...so much so LR have shot themselves in the foot and the Rangie is getting the boot for one!
You cant go wrong at £22k for a 3 month old 1500 mile car... 7 leather heated and electric seats, bi-xenons, nav, loads of gadgets including reversing cam and keyless entry+drive.
Got to say it handles better than both a disco and a RR. The only flip side is you'd hardly call it "fast". Hoping a remap should go some way of addressing this aspect though.
As for the Navara comparisons, the front end is the same but crucially the rear end including the suspension is completely different so you get a proper ride.
Well worth a look
You cant go wrong at £22k for a 3 month old 1500 mile car... 7 leather heated and electric seats, bi-xenons, nav, loads of gadgets including reversing cam and keyless entry+drive.
Got to say it handles better than both a disco and a RR. The only flip side is you'd hardly call it "fast". Hoping a remap should go some way of addressing this aspect though.
As for the Navara comparisons, the front end is the same but crucially the rear end including the suspension is completely different so you get a proper ride.
Well worth a look
Hi Triple, fair point about putting it into perspective, however I think you could say that about almost anything - " the engines dropped out of your £30k car again, but sir compared to the disaster in Haiti its really not that bad is it ?". The fault itself is poor on such a new car, but I found the aftercare worse. Personally if the fact the cars complexity means we should expect failures then they should make a low tech version for those of us that need reliabilty. As for rejecting the Clio - if I'd been at home I would have, but on the other hand my wife was told if she didn't accept it they would not try to replace it with a 4x4 as she would have refused a car and they would absolve themselves of any obligation.
I've driven the car for two days while at home and its reminded me of why we bought it. The drive ( in my opinion much better than the Japanese competition ) the practicality and the feel of the car is great... sadly its also convinced me that we should expect more of the same failures because its been returned with squeeling brakes again which is irritating. I went to book the car back into the local dealer, but the service dept were busy at 4pm and I was told they would ring back.. they didn't. I'll try again tomorrow.
Finally I had a call from LR customer service to confirm I was happy with the outcome. I wasn't so I asked for details of who to write to. The agent said any letter I sent would only go to him anyway as they own the file and his reply would only repeat what he had said on the phone. When I asked for the details of a more senior agent to deal with, he told me that would only happen if he escalated the complaint - and he would only do that if I wrote in. So I will have to write a letter to someone who has already stated that he has nothing further to say, in order to try to gain any satisfaction. The customer service agent I spoke to said he couldn't understand what I had to complain about - he seemed to agree with 'Triple' - 'its happened , its over, move on' but I'd rather try and bring this to someones attention who can do something rather than just never buy a LR again. I've had faults on my last BMW but the customer service recovery seemed good enough to risk buying another - so I did, I don't think my expectations from LR are too high ?
I've driven the car for two days while at home and its reminded me of why we bought it. The drive ( in my opinion much better than the Japanese competition ) the practicality and the feel of the car is great... sadly its also convinced me that we should expect more of the same failures because its been returned with squeeling brakes again which is irritating. I went to book the car back into the local dealer, but the service dept were busy at 4pm and I was told they would ring back.. they didn't. I'll try again tomorrow.
Finally I had a call from LR customer service to confirm I was happy with the outcome. I wasn't so I asked for details of who to write to. The agent said any letter I sent would only go to him anyway as they own the file and his reply would only repeat what he had said on the phone. When I asked for the details of a more senior agent to deal with, he told me that would only happen if he escalated the complaint - and he would only do that if I wrote in. So I will have to write a letter to someone who has already stated that he has nothing further to say, in order to try to gain any satisfaction. The customer service agent I spoke to said he couldn't understand what I had to complain about - he seemed to agree with 'Triple' - 'its happened , its over, move on' but I'd rather try and bring this to someones attention who can do something rather than just never buy a LR again. I've had faults on my last BMW but the customer service recovery seemed good enough to risk buying another - so I did, I don't think my expectations from LR are too high ?
Try a different dealer or a specialist.
The parking brake does squeal if not cleaned/adjusted properly.
I would join disco3.co.uk and find 10forcash. Hes a LR specialist but is approved by landrover to carry out work by them. What he doesnt know about the disco3 isnt work knowing. I believe he's mobile so can come to you.
Dont give up on it just yet.
The parking brake does squeal if not cleaned/adjusted properly.
I would join disco3.co.uk and find 10forcash. Hes a LR specialist but is approved by landrover to carry out work by them. What he doesnt know about the disco3 isnt work knowing. I believe he's mobile so can come to you.
Dont give up on it just yet.
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