LR dealer using car when in for service
Discussion
Booked the car in for warranty work, 3rd time for the same fault but forgot to give them the tracker card. They did not move the car until 3pm on the first day. But then yesterday and today the car was moving so I ran and asked for service, sorry sir they are not open today, but my car is moving has it been stolen I asked? He will look into it and come back to me. He came back and said they could not find the brake fault and someone from service had taken my 2010 FFRR home for the weekend to try and find it!!!
Should I believe them or just email land rover direct in the morning to complain??
Should I believe them or just email land rover direct in the morning to complain??
I would suspect that their trade policy would certainly not cover staff use of customer cars outside of working hours! Effectively this is taking without owners consent, so a criminal offence.
If it was me I would demand to speak to the dealer principal, and if he didn't take it seriously, I'd ask to see proof of their insurance to use customer cars outside of working hours, and also internal procedures which relate to 'testing customer cars for faults by means of staff personal use of customer cars outside of working hours'.
To me it sounds like you've got them by the short and curlies, and you should make them squirm! Get the records from Tracker, so you have it all in black and white.
Apart from anything, they probably would have just charged you a few hours at £100 per hour (or whatever they charge), for 'road testing', despite the fact that they are using your vehicle for a mechanic's weekend transport!
If it was me I would demand to speak to the dealer principal, and if he didn't take it seriously, I'd ask to see proof of their insurance to use customer cars outside of working hours, and also internal procedures which relate to 'testing customer cars for faults by means of staff personal use of customer cars outside of working hours'.
To me it sounds like you've got them by the short and curlies, and you should make them squirm! Get the records from Tracker, so you have it all in black and white.
Apart from anything, they probably would have just charged you a few hours at £100 per hour (or whatever they charge), for 'road testing', despite the fact that they are using your vehicle for a mechanic's weekend transport!
I would hope that at the very least they'll be prepared for you. The salesman who took your call today must have alerted the 'mechanic' or whoever was enjoying your car (plus your fuel and putting miles on it). Will be interesting to see if they alert management at the dealership, since they must realise they've been caught out!
Make sure you keep us posted when you've spoken to them!
http://cars.uk.msn.com/features/photos.aspx?cp-doc...
Make sure you keep us posted when you've spoken to them!
http://cars.uk.msn.com/features/photos.aspx?cp-doc...
The brake fault is there all the time, vibration when braking, they have had it in twice before and tried to fix it.
Am going to leave it until about 11.00am and if no contact will email the M.D of Land Rover, I do want something back as last time my wifes sport was in with a tailgate problem they charged me £70 to open it and said it wasn't under warranty. They said a bit of wood was stuck in it and hence no claim.
I will keep you posted on what they say.
Am going to leave it until about 11.00am and if no contact will email the M.D of Land Rover, I do want something back as last time my wifes sport was in with a tailgate problem they charged me £70 to open it and said it wasn't under warranty. They said a bit of wood was stuck in it and hence no claim.
I will keep you posted on what they say.
bozmandb9 said:
I very much doubt it! As above, I doubt if the dealers insurance policy would cover personal use of customers vehicles, and once you allow mechanics to take customers cars home it's impossible to 'police', leading to all sorts of problems.
Maybe they trust their mechanics more than you would? Then again, maybe it's the MD who took it to see for himself after hearing "But boss, there's nothing wrong with it" from his service manager, yer know, so he too can be ready to address the inevitable complaint that nothing's been done?
Establish all the circumstances and give 'em a chance to come clean/explain before going all Watchdog on them. Everyone here seems to be assuming it's been driven on the limiter across ploughed fields by a work-experince temp on his way to Maccy D's, which ain't neccesarily so.
Crossflow Kid said:
bozmandb9 said:
I very much doubt it! As above, I doubt if the dealers insurance policy would cover personal use of customers vehicles, and once you allow mechanics to take customers cars home it's impossible to 'police', leading to all sorts of problems.
Maybe they trust their mechanics more than you would? Then again, maybe it's the MD who took it to see for himself after hearing "But boss, there's nothing wrong with it" from his service manager, yer know, so he too can be ready to address the inevitable complaint that nothing's been done?
Establish all the circumstances and give 'em a chance to come clean/explain before going all Watchdog on them. Everyone here seems to be assuming it's been driven on the limiter across ploughed fields by a work-experince temp on his way to Maccy D's, which ain't neccesarily so.
None.
I suspect when you left your car at the dealership you authorized them to drive it round, the fault may not be obvious, or the obvious solution may not have solved it.
Do you expect the mechanic to repair the car without driving it as heaven forfend they actually touch your precious car.
Do you expect the mechanic to repair the car without driving it as heaven forfend they actually touch your precious car.
Engineer1 said:
I suspect when you left your car at the dealership you authorized them to drive it round, the fault may not be obvious, or the obvious solution may not have solved it.
Do you expect the mechanic to repair the car without driving it as heaven forfend they actually touch your precious car.
He took the car home for the weekend.Do you expect the mechanic to repair the car without driving it as heaven forfend they actually touch your precious car.
Are you being serious?
Yes, if you hadn't had a tracker on it you'd have never known and if it comes back fixed and with a reasonable amount of fuel left where's the actual harm? They may have been bedding discs or running in a repair. After all it is more than a simple service some fault finding is required. Finally maybe there is a security issue and they have taken it home over the weekend to protect it?
Engineer1 said:
Yes, if you hadn't had a tracker on it you'd have never known and if it comes back fixed and with a reasonable amount of furl left where's the actual harm? They may have been bedding discs or running in a repair. After all it is more than a simple service some fault finding is required. Finally maybe there is a security issue and they have taken it home over the weekend to protect it?
Engineer1 said:
I suspect when you left your car at the dealership you authorized them to drive it round, the fault may not be obvious, or the obvious solution may not have solved it.
Do you expect the mechanic to repair the car without driving it as heaven forfend they actually touch your precious car.
OK, I can see I'll have to make this really clear. Do you expect the mechanic to repair the car without driving it as heaven forfend they actually touch your precious car.
2010 Range Rover, maybe £60k plus. Owner probably lives in a nice place and has appropriate insurance.
Mechanic takes it home. Where does the mechanic live? Is the street appropriate? What if it gets scratched? What sort of trade policy will cover a customers car sitting outside a mechanics house?
Why the sarky comment about 'precious car' a 2010 car is extremely valuable. Of course they can drive it to the extent necessary to fix it, not because they want a nice car for the weekend.
As for the post about maybe it'll come back mended... duh, well wouldn't that be amazing if they managed to fix the brakes on a one year old £60k car, of course that would justify using it as a weekend toy!?!? Any chance one could expect a repair to be expedited as a matter of course when leaving a newish car still under warranty to have a fault fixed? Why should this justify an abuse of trust?
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