Land Rover Dealerships

[MINESAPINT]

The standard of service at Land Rover dealerships is mentioned from time to time in posts and I would just like to recall my recent experiences.

I do not have an obvious local dealer. I have 2 about 25 miles away, 1 at Pickering & 1 at Stockton. I phoned the Stockton dealership one afternoon & was put through to a used car salesperson who was unable to help with a new car, fair enough. They took my details and said I will get a new car salesperson to call you. I said will it be today & they said I will pass your details over immediately so it should be. Nobody called! Next morning I drove to Stockton & spoke to the used car salesperson who introduced me to the new car salesperson who had been asked to ring me, a man called Mr Steel. Mr steel made it quite clear he had no time to see me as he had far more important things to be getting on with rather than selling a new car to me. He was unaware I was calling in! I was unaware I needed to make an appointment to see a Land Rover salesperson!

I said no problem my Land Rover is available for you to view at YOUR convenience at my home near Whitby (25 miles away). He then decided to have a quick look at my vehicle and said he would ring me with a price to change for a new Defender. By the following afternoon he had not phoned so I phoned him. He was not available. I explained the situation to the receptionist & asked Mr Steel to call which he did 2 WEEKS LATER!!!!!

I also spoke to a salesperson called Sam at Pickering. Initially I asked if there were any demonstrators available. She said she would ask round & ring me. She did not phone me for a few days so I phoned her. She said there are no demonstrators available I would be interested in. I said in that case I will have a new vehicle but I do not have a brochure & price list so could you post me one. I carefully supplied my address. This was about a month ago and nothing received yet! Additionally during 1 of my visits to the Pickering dealership (about lunch time) my wife chose not to accompany me into the showroom so sat in the car. She then observed a group of workers, mechanics etc come out of the dealership and promptly started playing football in the car park among all the customers & dealerships own vehicles. No wonder Land Rover choose not to prat about trying to achieve good results in the paint shop when they know the vehicles are going to have footballs kicked at them.

As per my previous post I have ordered a new Defender from who I see as a reliable & responsible dealership in York called Armstrong Massey. From memory I have certainly bought my last 4 new Defenders from them and there may have been others in the past. Might not have got the best deal but I cannot do with being 3u&&£9£0 about!

MINESAPINT

[Orgasmic Farmer]

Funnily enough i had cause to visit a LR dealership (Beadles of Sidcup) recently and spent some time looking over the vehicles , used the loo, drank their coffee, read the magazines and in general stood around for best part of an hour waiting for someone who was in a meeting. Now no-one else there knew who I was or why i was there but not a single member of staff approached me in that time and asked if they could help....

I wasn't bothered but it did strike me as strange. I was even dressed tidy

[Top90]

Glad my dealership is not like these. Never had any problems and they have always been very helpful even though I don't go in wearing a suit.

Lookers in Hadleigh, Essex.

[Happyoldgit]

I've had variable experiences but as a rule the tone and approach does seem to change once they have your money.

[MINESAPINT]

Miserableolgit - I assume from that you mean they are all over you like a rash when you are interested in making a purchase but once cash changes hands they become indifferent?

My experience is that some of them could not give a stuff at any stage of the proceedings/negotiations.

MINESAPINT

[Trevor Wright]

I think all of us are aware of what good Customer Service is, and how easy it is to achieve. In our own work we are well aware that being polite and providing a potential customer with what we would expect ourselves reaps benefits. If you say you'll do something, a phone call, a brochure, a technical enquiry or whatever then you must do it, and promptly, whether you are a plumber or a car sales exec.

In January I started investigating the purchase of a new 90 XS SW, a very very long held ambition, and made a shortlist of dealerships, my two most local, both Lookers, one more distant and a dealership 40+ miles away who were from the biggest UK franchise, Stratstone.

The more distant one I contacted via e-mail initially and never had a reply - they were dropped. I made an appointment and visited Lookers at Colchester first and had a long technical and financial discussion with their Sales Consultant, Barry Butler and then a test drive. He also demonstrated the vehicle on their short handling circuit in the car park. All excellent, the coffee was good and he provided a detailed quotation promptly. Seems they sell about 50 Defenders a year and have a lot of experience.

I had the same good service when I visited Lookers Chelmsford and saw Sales Executive Samantha Webb. Very efficient, a short test drive, a good discussion and a formal quotation provided promptly. Her quote was similar to Colchester, but not the discount level I needed to meet my budget.

Stratstone Woodford (North London) were next, this was a bit of a long shot as I assumed they sold lots of RR/RRS's and maybe not too many Defenders. Their Land Rover Sales Specialist Gary Harvey in fact drove a 90 XS SW himself, towed a horse box and knew what he was talking about. He provided a detailed itemised quotation to my exacting standards very promptly and the service I got and the discount meant he got the deal. I could have got a slightly larger discount from Lapworth Associates probably, but decided to stay in the UK dealer network. All three dealerships were without fault and it's a pity the other two had to lose.

I went over to the Stratstone Service Centre yesterday and viewed the vehicle before its handover on 1 May and checked it was all to spec. From what I've read on this and other forums, I'd asked Gary to request the mother & father of PDI's with the tank breather pipe checked, all the propshaft bolts checked, the paint on the roof and gutters checked, oil pan, etc etc. The Workshop Manager there is an off-roader himself and took all those concerns to heart and double-checked everything for me - all appears OK to date - a very pleasant afternoon in fact.

So, it's probably down to Lode Lane now as to whether my continuing "customer experience" is as good as it has been to date. I'm touring the factory next week (£30...!) so I'll get a good idea of the production line quality as I've been over three BMW factories in Germany and Austria in the past and was very impressed with their work.

So - there are good dealers, and good deals and good service to be had.

[JimAttrill]

Glad my dealership is not like these. Never had any problems and they have always been very helpful even though I don't go in wearing a suit.

Lookers in Hadleigh, Essex.

I grew up in Peel Crescent, down the road from the cop shop. The Sally Army would wake us up on Sunday mornings with their brass band. Is the waggon and horses still there?

I left in 1966, joined the RAF to get away from the place

[Top90]

I grew up in Peel Crescent, down the road from the cop shop. The Sally Army would wake us up on Sunday mornings with their brass band. Is the waggon and horses still there?

I left in 1966, joined the RAF to get away from the place

I live 15 miles away, I go there because they are good even after you have handed over the money and I know them now.

So I don't know pubs, local roads etc..

[JimAttrill]

Glad my dealership is not like these. Never had any problems and they have always been very helpful even though I don't go in wearing a suit.

Lookers in Hadleigh, Essex.

I grew up in Peel Crescent, down the road from the cop shop. The Sally Army would wake us up on Sunday mornings with their brass band. Is the waggon and horses still there?

I left in 1966, joined the RAF to get away from the place

[Mo Murphy]

Jim,

Was it so bad that you had to leave twice ?

Mo

[Daniel TD5]

did i miss any thing

whats wrong with the fuel tank breather pipe ? 2007 year model

dan

[Trevor Wright]

did i miss any thing

whats wrong with the fuel tank breather pipe ? 2007 year model

dan

The fuel tank breather on the Puma/2007 model Defender was terminated in the rear offside (I think) wheel arch, meaning it could possibly ingest water/water vapour, which could lead to a hydraulic lock in the engine, and some forum members reported such problems in their vehicles.

The fix, which I believe Land Rover now implement as standard on new builds, locates the pipe behind the plastic flap behind the rear lamps and well away from any water, hopefully.

[JimAttrill]

Jim,

Was it so bad that you had to leave twice ?

Mo

I reckon it must have been...

[SteveG]

The fuel tank breather on the Puma/2007 model Defender was terminated in the rear offside (I think) wheel arch, meaning it could possibly ingest water/water vapour, which could lead to a hydraulic lock in the engine, and some forum members reported such problems in their vehicles.

The fix, which I believe Land Rover now implement as standard on new builds, locates the pipe behind the plastic flap behind the rear lamps and well away from any water, hopefully.

Unless they've changed ti from the TD5 the fuel tank breather ( idoubt it as it's the same tank) it has a one way valve. I can assure you that this one way valve on the breather works very well. Frankly, putting it behind the rear lamp flap won't help much.

Cheers

Steve

[Happyoldgit]

The fuel tank breather on the Puma/2007 model Defender was terminated in the rear offside (I think) wheel arch, meaning it could possibly ingest water/water vapour, which could lead to a hydraulic lock in the engine, and some forum members reported such problems in their vehicles.

The fix, which I believe Land Rover now implement as standard on new builds, locates the pipe behind the plastic flap behind the rear lamps and well away from any water, hopefully.

I know the location of the breather but don't really think that relocating it behind the plastic lamp shield is going to make a lot of difference, after all it's going to be at approx the same height and still in a pretty open environment. Are you saying that even with the one way valve it could ingest enough water to enable it to be picked up in the fuel tank and then carried all the way into the engine?

[Daniel TD5]

i can't see that happening

has the fuel filter got a water drain point fitted like the td5 it must have a water seprator fitted some where in the fuel line

dan

[freeagent]

Glad my dealership is not like these. Never had any problems and they have always been very helpful even though I don't go in wearing a suit.

Lookers in Hadleigh, Essex.

I know lookers in Hadleigh really well, their parts department are very helpfull... i find if you go in on a saturday wearing a greasy boiler suit you get served very quickly...

[Godlykepower]

I spent several months researching Land Rovers & looking around when I was buying mine. There was a brief period when I was going to get a brand new TD5 & finance it, rather than go for something older (better?) and pay cash. I paid a visit to Pillings in Welwyn Garden City & Perry's in Luton...and they both could not do enough for me! Not only did they NOT phone.....they wouldn't STOP phoning me!! Pilling even gave me free vouchers to go to Land Rover Experience.

......then I decided to go with a TDi and pay cash....

......they didn't want to know me anymore......the atmosphere got positively frosty in Perry's when I told the salesperson what the plan was. To be honest, my impression of Perrys is that they dont really know what a Defender is....the salesperson (who was a bit like a hairdresser & drove a Boxster, if you know what I mean) gave the vibe that "real" Land Rovers are Free Landers & RR Sports & that their owners all work in Marketing or IT or Advertising, and that "off-road" was anywhere not in Surrey. Poncy git.

That pretty much tainted me for LR dealerships for good. However, I got the TDi from LR centre (wonderful service BTW), and ended up needing a minor random part, which I could not find on t'internet, and someone recommended giving my local dealership a bash.

I could not find Marshalls (ended up being about a mile away!) so tried next closest, which was Stratstone in Milton Keynes. I entered with due apprehension & dread.......

......and was amazed!! The chap in parts was, and still is great;ever helpful & friendly.

I still pop in there for random bits and bobs occasionally, and always chat to him for a bit, and he said that in Milton Keynes, us older Defender drivers are really valuable customers to them, even more so than a company car driving customer who maybe does not necessarily have a passion for Land Rover like we do. There is very much a sense of being part of the Land Rover family at Stratstone.

If When I win the lottery, I will definitely choose to go there for my next vehicle.

[jimmy_neutron]

The standard of service at Land Rover dealerships is mentioned from time to time in posts and I would just like to recall my recent experiences.

I do not have an obvious local dealer. I have 2 about 25 miles away, 1 at Pickering & 1 at Stockton. I phoned the Stockton dealership one afternoon & was put through to a used car salesperson who was unable to help with a new car, fair enough. They took my details and said I will get a new car salesperson to call you. I said will it be today & they said I will pass your details over immediately so it should be. Nobody called! Next morning I drove to Stockton & spoke to the used car salesperson who introduced me to the new car salesperson who had been asked to ring me, a man called Mr Steel. Mr steel made it quite clear he had no time to see me as he had far more important things to be getting on with rather than selling a new car to me. He was unaware I was calling in! I was unaware I needed to make an appointment to see a Land Rover salesperson!

I said no problem my Land Rover is available for you to view at YOUR convenience at my home near Whitby (25 miles away). He then decided to have a quick look at my vehicle and said he would ring me with a price to change for a new Defender. By the following afternoon he had not phoned so I phoned him. He was not available. I explained the situation to the receptionist & asked Mr Steel to call which he did 2 WEEKS LATER!!!!!

I also spoke to a salesperson called Sam at Pickering. Initially I asked if there were any demonstrators available. She said she would ask round & ring me. She did not phone me for a few days so I phoned her. She said there are no demonstrators available I would be interested in. I said in that case I will have a new vehicle but I do not have a brochure & price list so could you post me one. I carefully supplied my address. This was about a month ago and nothing received yet! Additionally during 1 of my visits to the Pickering dealership (about lunch time) my wife chose not to accompany me into the showroom so sat in the car. She then observed a group of workers, mechanics etc come out of the dealership and promptly started playing football in the car park among all the customers & dealerships own vehicles. No wonder Land Rover choose not to prat about trying to achieve good results in the paint shop when they know the vehicles are going to have footballs kicked at them.

As per my previous post I have ordered a new Defender from who I see as a reliable & responsible dealership in York called Armstrong Massey. From memory I have certainly bought my last 4 new Defenders from them and there may have been others in the past. Might not have got the best deal but I cannot do with being 3u&&£9£0 about!

MINESAPINT

Don't get me started about oor localish dealership in Carlisle .. Just doon't .. gotta go now before i start going on about it.