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- TheDoc
- Member Since: 22 Feb 2017
- Location: Cardiff
- Posts: 128
Dealer apathy
I spoke with a colleague of mine yesterday morning who said he'd decided on a Range Rover Sport SVR. He asked where I had the Disco from and I told him, whilst after sales had been a little hit and miss they have fixed things for now but the sales process was all good.
He called them around 1pm yesterday as is still waiting for someone to call him back. So he called a different dealer and the sales guy was hardly bothered, asked him to email his build and they'd let him know how long it would take to get one. He emailed that and no response.
I've never been involved in sales but I would have thought if someone wants to spend £100k with you then you could at least call them back? Is this the usual level of service to expect?
When I'm not in the operating theatre, I'm mountain biking, spending time with my family, running and socialising. I have a Discovery 5 HSE Lux with pretty much every option ticked. This is my first ever Land Rover. Been a rocky road with regards to reliability but we're getting there.
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- winger
- Member Since: 19 Mar 2017
- Location: Somerset
- Posts: 205
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Not my experience at all with my stealer. Sales have always been spot on - service used to be a challenge, but seems fine now.
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- J77
- Member Since: 07 Jun 2016
- Location: Fife
- Posts: 1008
Mine nether.
Regardless of manufacturer there is good and bad.
18MY Velar R-Dynamic SE D240 Fuji White
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- Road Runner 2017
- Member Since: 14 Jan 2017
- Location: Scotland
- Posts: 2010
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Re: Dealer apathy
TheDoc wrote:
I spoke with a colleague of mine yesterday morning who said he'd decided on a Range Rover Sport SVR. He asked where I had the Disco from and I told him, whilst after sales had been a little hit and miss they have fixed things for now but the sales process was all good.
He called them around 1pm yesterday as is still waiting for someone to call him back. So he called a different dealer and the sales guy was hardly bothered, asked him to email his build and they'd let him know how long it would take to get one. He emailed that and no response.
I've never been involved in sales but I would have thought if someone wants to spend £100k with you then you could at least call them back? Is this the usual level of service to expect?
Well you would have thought the salesmen would have been fighting too to close the sale, especially if they are still on a commission based salary per head of sales.??
My local dealers have always been very good, unlike the current dealer. I also commented earlier that it only takes a minute to ping an email or make a courtesy call. I got so fed up calling daily that i gave up. Mind you its not been much help, as LR are withholding information from the dealer, and they are kept in the dark, so its a knock on effect 
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- Tim in Scotland
- Member Since: 22 Jun 2016
- Location: Scotland
- Posts: 101
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Try contacting the forum sponsors and see what they can do or try a car broker. My local dealership in rural Central Scotland had previously sold my 6 Land Rover products and then I wanted a White TDv8 RRS and they came over all cold and uncooperative (that was in 2007 before White made a big come-back) so I contacted Kam100 over on RRSport - 45 minutes after my first contact with him he got back with an offer of a Stornoway Grey TDv8 in West London - the London dealership offered me a huge amount more part exchange against my 2 year old 25000 RRS 2.7TDv6 SE and a discount on a car that they had in stock............... I've never looked back and another 4 Land Rovers later from London and I only use my local dealership for car servicing and warranty work. I would go back to them tomorrow if I were to be offered similar deals to those available in London, but they won't even attempt to quote.
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- Road Runner 2017
- Member Since: 14 Jan 2017
- Location: Scotland
- Posts: 2010
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Thanks Tim.
It seems like our Scottish dealers should take a leaf out of the English counterparts books with regards to customer services.
I take it your cars were transported up or did you collect them from London?
GS told me they have transported up to Glasgow, Aberdeen and even Inverness in the past, for a personal hand over - talk about going the extra mile
Last edited by Road Runner 2017 on 3rd May 2017 9:10 pm. Edited 3 times in total
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- RDR
- Member Since: 23 Jun 2016
- Location: Derbyshire
- Posts: 204
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I've found to an extent its also down to the salesman you get. I had very different attitudes within the same dealer. I had a £90k RR on order and the sales guy didn't seem really "on it" I then got cold feet due to practicality and ordered another disco and ended up with a different sales guy who was all over it and wouldn't stop till the earth moved for me.
I've also found rather than walking into a dealer and taking pot luck which sales person is free look up the sales manager on the firms website and email direct setting out what your after. He will pass it on but I've found it tends to get a prompt response.
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- J77
- Member Since: 07 Jun 2016
- Location: Fife
- Posts: 1008
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Nowt wrong with my Scottish dealer, dealt with Pentland Cupar for years and can't fault sales or after sales.
Two LR dealers in Scotland I wouldn't go near is Taggarts (based on numerous forums) and Parks.
18MY Velar R-Dynamic SE D240 Fuji White
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- Road Runner 2017
- Member Since: 14 Jan 2017
- Location: Scotland
- Posts: 2010
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RDR wrote:
I've found to an extent its also down to the salesman you get. I had very different attitudes within the same dealer. I had a £90k RR on order and the sales guy didn't seem really "on it" I then got cold feet due to practicality and ordered another disco and ended up with a different sales guy who was all over it and wouldn't stop till the earth moved for me.
I've also found rather than walking into a dealer and taking pot luck which sales person is free look up the sales manager on thet firms website and email direct setting out what your after. He will pass it on but I've found it tends to get a prompt response.
I agree as it's all about being passionate about the brand. Either the salesman is or isn't passionate. The Porsche dealer last week was so passionate even I was taken aback with his enthusiasm about the brand. I would have nominated him for employee of the month if he worked for me. He was certainly a credit too his company 
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- TheDoc
- Member Since: 22 Feb 2017
- Location: Cardiff
- Posts: 128
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Our Porsche dealer was amazing. One colour we were looking at for the Macan was a bit rare. The sales guy had sold one to a customer earlier in the year, he called them and asked if he could drive to their house to take a video of it to send to me. 20 mile round trip just to show me a colour.
When I'm not in the operating theatre, I'm mountain biking, spending time with my family, running and socialising. I have a Discovery 5 HSE Lux with pretty much every option ticked. This is my first ever Land Rover. Been a rocky road with regards to reliability but we're getting there.
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- Road Runner 2017
- Member Since: 14 Jan 2017
- Location: Scotland
- Posts: 2010
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That's what I call passion and excellent service. I think am far more passionate about the LR brand than some of the salesmen are.
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- Tim in Scotland
- Member Since: 22 Jun 2016
- Location: Scotland
- Posts: 101
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Roadrunner - I have always delivered the part ex and collected the new car in London and driven home. I regularly have to go down to London and stay in the Hanger Lane Premier Inn, 10 minutes walk from Land Rover West London and about 20 minutes drive from Grange Garage, both of which I have used but it wasn't because of the dealership it was because the sales staff from West London moved up to Grange for a while and then went back to West London Land Rover. My local dealership is Morrison's Land Rover in Stirling - have used them for sales and servicing between 1998 and 2007 and for servicing only since then so they have lost out on the sale of 5 cars since 2007 because their part ex values alone were uncompetitive with what was on offer in London. The difference more than covered the cost of fuel there and back and hotels while in London (both of which were reclaimable on expenses anyway). My RRS is in Morrison's today for its annual look over and I was disappointed to be offered a Seat Leon loaner but when I turned up at 0815 to drop the RRS off I was offered a brand new (well 900 miles on it) Jaguar XE R Sport 2.0D which is quite impressive apart from it's extremely vocal Ingenium Diesel engine when it was cold. Once warmed up though it was smooth and quiet and has amazing fuel economy. On the 20 miles run home the trip average showed 67mpg on an average speed of 55mph, despite starting from cold and running 4 miles in Stirling's commuter traffic at 0830. Based on the XE I would now like to try the Ingenium engined RRS or D5 which have a more powerful twin turbo version of the same engine.
The problem in Scotland is that I feel that there is a cartel operating between the dealers - too few for good competition - within 50 miles of London there are more LR dealerships than in the whole of Scotland, they have to compete to get the business. Taggarts is part of the The Lookers Group and after being well and truly seen off by a service that appeared to have done nothing to the car when they were owned by another group I wouldn't go near them again. The other dealership I wouldn't go near after truly terrible sales staff used to be called Shields but I'm not sure who owns them now (it may also be Lookers), but basically despite having a lunch time appointment to discuss replacing my 4.0 V8i Disco1 ES with the same but in Disco2 I was totally ignored by both the crisps and Irn Bru consuming receptionist and the sand which munching sales team sat at their desks in the showroom. After 20 minutes waiting I vacated the showroom, call them from my car and complained and then drove all the way out to Morrison's Land Rover who could not have been more helpful and ordered me exactly what I wanted except I was persuaded that a TD5 not a V8 D2 was what I wanted as they had one in their compound exactly in the spec I wanted and at an good price. Morrison's is one of the very few "family" owned LR and also now Jaguar dealerships remaining in the dealership network.
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- J77
- Member Since: 07 Jun 2016
- Location: Fife
- Posts: 1008
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A Seat Leon, that's nothing, my loaner from Pentland Perth when my DS went into the body shop was a Seat Mii 1.0 60hp with optional air con
18MY Velar R-Dynamic SE D240 Fuji White
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- Road Runner 2017
- Member Since: 14 Jan 2017
- Location: Scotland
- Posts: 2010
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Thanks for that Tim.
I agree with what your saying sadly, about the dealers up here and part exchange prices etc.
Looks like i will be looking south of the border in the future
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- Tim in Scotland
- Member Since: 22 Jun 2016
- Location: Scotland
- Posts: 101
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J77 wrote:
A Seat Leon, that's nothing, my loaner from Pentland Perth when my DS went into the body shop was a Seat Mii 1.0 60hp with optional air con
At least you got a top of the range version .................. I usually don't take loaners as I have a Defender as well as the RRS I can use but that is waiting for annual service and the MOT has expired and I cannot get it booked until next week so the offer of a loaner was gratefully accepted.
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