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- Wolfpack
- Member Since: 25 May 2019
- Location: England
- Posts: 325
How do I get a dealer to fix a problem?
Apologies for raising this issue again but I am pulling out my hair and need some guidance from you guys as how I should proceed. Double apologies for the lengthy explanation.
I bought a former LR company car back in 2019 it was covered by LR warranty until June 2021.
In Nov 2020 the car developed a ‘pulsating/rotational/rhythmic’ noise that was most audible at 25-35mph. I asked the vendor dealership to fix it in January 2021.
Since then the car has been in and out of their workshops with Supertechs looking at it, discussions with LandRover and lately a listening device used to hopefully locate the noise while on a rolling road.
I personally felt from the outset it was a ‘differential type of noise’, fond memories of old simple diffs on simple cars, back in the day. But they seemed to discount my suggestion.*
They first replaced a wheel bearing…no effect.
I pointed out that the pulse rate (yes I timed it several times at 30mph) was on something that was doing 100-110rpm at 30mph. Whereas the wheels I calculated were doing 350rpm. So NOT a wheel bearing or anything downstream of the diff.
The listening device suggested the source of the noise was …the tensioner on the supercharger.
After waiting weeks for the tensioner (on back order) to be fitted ….it made no difference.
There are now slight rumblings that ‘these sort of noises occur in different cars’ although they are at the moment stopping short of suggesting the noise is within normal levels.
My stance is this.
It wasn’t there when I bought it. It developed after 18months and limited use due to the pandemic (5000miles). So…it’s not a ‘car to car’ variation, something went wrong with it..
The fact they have acknowledged the noise and have actively engaged in multiple diagnostic time and part replacement says to me they are accepting something is not right and it’s not within normal parameters..
But I feel they are trying cheap options and not facing the fact it’s a bigger more expensive drive? issue job, that they will have to foot the repair bill.
They claim to be communicating with LandRover technical but LR aren’t hearing this noise merely making long distance suggestions!
So where do I go from here?
I can insist on speaking to the boss man; I can get very irate and threaten something or the other? But what actual weight can be levied at a dealership that can’t find the problem, let alone fix it?
Can I ask another dealership to look at it? I had extended the LR warranty till 2022 but I guess there would be a moratorium on cover for an existing issue on the extended warranty.
Can I insist they take the car somewhere else that has better diagnostic skills?
I am sorely inclined to sell it on and never buy another LandRover, but thats being defeatist.
What would you guys suggest?
*
My assertion it’s a differential/transmission issue comes from these basic observations…
It’s certainly not engine…revving in Neutral made no difference.
It doesnt seem to be specific gear related….using paddles to hold it in different gears didn’t change the noise or stop it
Whereas, allowing road speed to decay while coasting downhill in neutral clearly demonstrates the noise occurs while idling….the noise appears at 35mph and continues down to 25mph when it stops or becomes inaudible . -
- Darras
- Member Since: 16 May 2020
- Location: Newcastle
- Posts: 749
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- Wolfpack
- Member Since: 25 May 2019
- Location: England
- Posts: 325
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I’ve been pretty laid back with the dealers so far as I know finding these sort of noises can be difficult.
Added to which I haven’t had much need for the car this last year. I was happy for it to be with them for 3 weeks. But disappointed the remote app showed it locked and alarmed for long periods it was there.
Unusually for me, on this occasion, I don’t feel angry or confrontational enough to be loud, awkward or belligerent with them. I am more inclined to say stuff it and walk. But I love the car and not sure what else could equal its general feel ….that the wife also likes.
Swopping cars can also be fraught.
I am planning to go into the dealership after a few days (while they reconsult with LR) and have a heart to heart with their works manager / chief tech or the person with the finger on the pulse.
They have invested time and money on trying to fix it so I am sure they want to sort it and move on. It’s convincing them to look into more expensive locations on the car that I suspect will be difficult. -
- Whippetman
- Member Since: 16 Feb 2019
- Location: North Somerset
- Posts: 385
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- harrythespider
- Member Since: 19 Jul 2018
- Location: cumbria
- Posts: 404
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- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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- Wolfpack
- Member Since: 25 May 2019
- Location: England
- Posts: 325
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harrythespider wrote:
Get it up in the air. (four wheels off the floor) go through the gears and the speeds at which it occurs, if no sound/vibration I would suspect tyre(s) Swap spare with one corner and if neccessary continue with others refitting the swapped one as you progress.
I must have read your mind.
I’ve booked car in for a diagonal tyre rotation tomorrow to see if that has any effect. -
- Wolfpack
- Member Since: 25 May 2019
- Location: England
- Posts: 325
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- Darras
- Member Since: 16 May 2020
- Location: Newcastle
- Posts: 749
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Don’t suppose they’ll look into it that far, that requires some degree of intelligence.
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- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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- Darras
- Member Since: 16 May 2020
- Location: Newcastle
- Posts: 749
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- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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- Darras
- Member Since: 16 May 2020
- Location: Newcastle
- Posts: 749
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Maybe they’ve run out of money!
Seriously, keep trying over the next few days. I can’t see them give me so much for a D5, but not someone else. -
- Equilibrium
- Member Since: 26 Feb 2019
- Location: Bristol
- Posts: 754
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- Whippetman
- Member Since: 16 Feb 2019
- Location: North Somerset
- Posts: 385
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