- Wolfpack
- Member Since: 25 May 2019
- Location: Norfolk, UK
- Posts: 360
Dealer performance
I know there’s been a virus and I know it’s near Christmas but I’ve tried to book my car in for a warranty repair. The online central booking service told me 25th January....although if I wanted an annual service it could be next week!
So I decided to pop into the local dealer and speak to them in person. It was like the Marie Celeste. Despite having screens up at all the counters, there was only one masked (lady) bouncer at the door.
When I asked if someone could listen to the noise, I was given a lecture on how cars are so good now that diagnostics will find the problem. Her husband was a mechanic and even HE relied on computers to tell him EVERYTHING.
I stared In silent disbelief at her diatribe.
I pointed out that although I hadn’t worked on vehicles for over 25years I had a good idea what the noise was and maybe fixing it sooner than the 25th January might save them a bigger bill.
She was unmoved.
I left with an ‘oh well I suppose with the obvious staff savings you can afford fitting a new engine ‘
She was unmoved.
What ever happened to customer service? It’s ok if they are getting a paying service job...they can do that. But a warranty repair.....they are too busy and having working constraints due to the scapegoat sorry virus.
- mordred1973
- Member Since: 08 Jan 2019
- Location: Northamptonshire
- Posts: 758
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Sounds the sort of thing Marshall motor group would do
2023 D300 Metropolitan, Hakuba Silver, Low Range, Solar screen, Deployable towbar, FBH, sidesteps.
- harrythespider
- Member Since: 19 Jul 2018
- Location: cumbria
- Posts: 417
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I feel so lucky having the dealer that I do. I always feel valued and any concerns I may have are remedied in a professional and timely manner, if I do not fully understand any issues they take time to explain until I am happy, I am so content, that I extended my warranty with them instead of 3rd party despite the price difference, Why all dealers can't be like them I fail to understand,
3.0 HSE. climate HUD active diff. elec towbar. FBH and timed climate.Capability plus pack.split TV. surround sound. Intelligent seating. adaptive lights, wade sensing. 360 cameras.pro pack.cooler.advanced tow, auto park,activity key+ more!!!!
- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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You're probably in a good location for a time-served LR dealer that's been in healthy business for decades? I'm guessing Cumbria has always been a strong and stable market for the brand. And dealers perhaps understand the importance of long term relationships and returning customers.
There are probably a lot of LR dealers in urban centres that have seen explosive business growth in the past 20 years, but little before that. Therefore with a mindset and business model focused on PCP and move on to the next customer from the large potential market, until 'that' 34/46 month phone call.
All hypothesis
PS. Not a snobbish old money post, I am an urban buyer using PCPs for the last 15 years
Drives: 2020 MY20 HSE Luxury SDV6 in Eiger Grey/Glacier
Departed: 2019 MY20 HSE Luxury SDV6 in Carpathian Grey/Glacier, 440i, 320d, Toyotas, Mondeo, Citroen BX amongst others
- Dohnut
- Member Since: 31 Jan 2020
- Location: Kent
- Posts: 47
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By way of contrast my Audi went in for a recall to have the alternator replaced this past Friday. Someone was waiting for my arrival in the car park and instructed me where to park and where to go inside. I was swiftly dealt with and on my way in a courtesy car with minimal fuss.
Had all 3 kids with me when I returned to collect my car and the service manager greeted us with a bag of goodies incl. 3 teddies, a Lego UR Quattro, carbon fibre/aluminium pen, note pad, de-icer and scrapper.
One of the most pleasant dealership experiences I’ve ever had.
- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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Dohnut, that’s awesome. What a dealership! Audi where...?
Drives: 2020 MY20 HSE Luxury SDV6 in Eiger Grey/Glacier
Departed: 2019 MY20 HSE Luxury SDV6 in Carpathian Grey/Glacier, 440i, 320d, Toyotas, Mondeo, Citroen BX amongst others
- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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Darras, I’m not going to sink my money into a car when it can make far more invested elsewhere. PCP is a wonderful flexible tool.
Drives: 2020 MY20 HSE Luxury SDV6 in Eiger Grey/Glacier
Departed: 2019 MY20 HSE Luxury SDV6 in Carpathian Grey/Glacier, 440i, 320d, Toyotas, Mondeo, Citroen BX amongst others
- simonh
- Member Since: 02 Apr 2017
- Location: Shropshire
- Posts: 1002
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harrythespider wrote:
I feel so lucky having the dealer that I do. I always feel valued and any concerns I may have are remedied in a professional and timely manner, if I do not fully understand any issues they take time to explain until I am happy, I am so content, that I extended my warranty with them instead of 3rd party despite the price difference, Why all dealers can't be like them I fail to understand,
Ditto. Shukers Land Rover in Ludlow have been amazing. If they hadn’t been I’d have moved brand years ago. 20 plus years a customer.
Velar HSE D240 - MY19
Served by the excellent Shukers Land Rover of Ludlow - 10 Land Rover’s and 20 years of amazing customer service.
- Whippetman
- Member Since: 16 Feb 2019
- Location: North Somerset
- Posts: 386
I totally agree.
Didn’t realise you could pay off the next day! Thanks
HSE LUX, Aintree Green GONE
- Darras
- Member Since: 16 May 2020
- Location: Newcastle
- Posts: 764
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Yep, I’ve done it a few times tbh. Not even 24 hours after purchase. I did think Black Horse Finance would quiz me regarding paying it off, but they don’t. I’d simply say I’ve changed my mind and I want to CANCEL the agreement, which is a legal right. Takes a couple of minutes, all very pleasant.
The only question they ask is do you want to keep the agreement on for a month and have the protection of the finance company should problems arise. You know if you reject the vehicle.I told them no, who wants to pay a months interest?
I’ve rejected a vehicle before and the Finance Company is an added complication you don’t need. Basically, they would own the vehicle and you’d have to have their agreement to reject. There have been instances of them not agreeing with the end consumer, then you’re in dispute with the finance company to boot.
As a point of interest, most people have Legal Assistance with their home or car insurance. They will appoint a Solicitor for you if they think your consumer rights have been breached re rejection of a car.
Anyway, back to the point, LR finance aka Black Horse, haven’t plugged the early repayment option, I d speculate because no a lot of customers do it. I’ve heard tell of some Japanese car manufacturers have, so the finance contribution becomes repayable upon you cancelling the finance. Thing is to read the small print before signing.
Oh, wouldn’t advertise what you are doing to the dealership. They get a substantial commission on the sale of finance, which is repayable if the agreement is cancelled early. Not your problem, the deal is done and there’s no liability on you, but you’d possibly get a bit of a frosty reception, but some dealerships don’t care, others do.
