Thread: Corporate Program a Joke.

Originally Posted by Loubrey

I agree with Sue! They can't change executed agreements...

I'll bet the corporate agreement just says "scheduled servicing" which means it is whaever LR decide the schedule is.

As an aside, the G-Wagen has just had its scheduled servicing changed from 20,000km back down to 15,000km due to some having oil sludging.

I agree its pretty grey...

However the fact that they serviced the vehicle under the scheme at 10,000 km and 20,000 km set the precedent (rightly or wrongly) and I would still be contacting LRA regarding the dealers service (or lack thereof).

Scheduled servicing is according to Land Rover is dependent on use and prevailing conditions during that use (which could be down to a couple hundred hours...)

Cheers,

Lou

Originally Posted by incisor

as an aside

the 1.9 litre vw diesels with dpf have a 15,000 klm service interval

oil surveys show the euro spec oil recommended is still in extremely good shape @ 15k so it would not surprise me that 20k intervals are appearing

Correct, I have a VW Tiguan diesel and it is every 15000km.

Originally Posted by Loubrey

I agree its pretty grey...

However the fact that they serviced the vehicle under the scheme at 10,000 km and 20,000 km set the precedent (rightly or wrongly) and I would still be contacting LRA regarding the dealers service (or lack thereof).

Scheduled servicing is according to Land Rover is dependent on use and prevailing conditions during that use (which could be down to a couple hundred hours...)

Cheers,

Lou

LR have obviously changed how often they want oil changed, so I don't get what the big deal is?
The vehicle still goes through all the various checks and anything that requires doing is noted......you are aware that the scheme also has an oil change where the filter is not changed as its not covered by LR under the scheme yes?

Way I see it is, on one hand you want the dealer to call and say "we could do this for you, itl cost you $xx"

On the other hand are you then going to think when the dealer calls...
"so LR says this isn't necessary but the dealer are advising me to have this work done.....surely LR knows best and the dealer is just trying to make some money off me?" Thus angry at the dealer.

Swings and roundabouts. Dealers are told not to "up sell" to customers unless its a valid item (to avoid customers feeling like they are advised to have work done that isnt 100% necessary at the time of the visit to the dealership) so if a dealer rings you and says you need an oil change then the dealership is ups selling to you as LR don't deem it necessary to have the oil changed at those KMs.

Oil isnt changed in the UK every 10000km, so why the big issue with them doing the same here?

Now a bit off topic but relevant to a dealership complaint.......
Totally my personal opinion: from spending time on the forum I seem to get the impression that a lot of LR owners think a dealership controls what LR do and say and have a lot of influence on warranty time scales, parts availability, LR descisions etc.
news for those thinkers....THEY DON'T. LR have the control over the dealer, they dealer can do everything in their means to help/assist and fix/work on a vehicle but LR has the control.
Eg. I recently read a bad mouth topic that went on for pages and pages about a QLD dealer over the time they took to fix a non starting defender - I read the whole thread and felt very little sympathy for the owner due to the way the topic was written. Now like anything in life there's 2 sides to every story and I was curious to know how much of the told story was left out, so I spoke to a few people and they told the same story but included a few key points that had conveniently been left out by the author during his post. From hearing both sides of the story I came to the rather easily seen conclusion that everything the dealer was being blamed for wasn't actually their doing it was LR. Granted they could of had the special tool in stock (but who buys a tool till its first needed?) and they could of been quicker in the diagnosis but again LR have a lot to do with that reason (EPQR) so really they did nothing wrong that I could see.
It's not the first, and I'm sure it won't be the last but I really feel everyone needs to chill out just a tad. People that work for dealers are just people. Everyone makes a mistake. If it hasn't cost you anything major like money and its the first time it's happend to you personally then why so angry?
Car still got checked according to how it should have been, and was washed, assuming for free? If so LR won't be paying them for that.....that's off their own back they have done that.

fonfe,

We have two dealers here in Perth. I won't trust the one with my lunch money let alone my car, while the second one is most probably the best Land Rover dealer I've encountered anywhere in the world. I'm therefore not ranting mindlessly against dealers.

What I am talking about is the seemingly pathetic customer service some dealers (of all brands) offer their customers and therefore tarnish the name of the marque as this is spread by word of mouth.

At my last warranty service I had a long discussion with my dealer about what can and can't be done on the corporate service. I also checked a couple items for possible replacement which I was told is considered "wear" parts and I would have to pay for those if I wanted them replaced.

In the end I knew exactly what was going to be done to the car, I got a call halfway through the day telling me that nothing unforeseen was found and the car would be ready at 15:00. That is customer service and that's the reason I returned to them even though they are not the closest dealer to me.

As posted before, the discord was created by the lack of communication and transparency which would not have happened if the OP was told when he booked the car that a service is not due...

Cheers,

Lou

Originally Posted by Loubrey

fonfe,

We have two dealers here in Perth. I won't trust the one with my lunch money let alone my car, while the second one is most probably the best Land Rover dealer I've encountered anywhere in the world. I'm therefore not ranting mindlessly against dealers.

What I am talking about is the seemingly pathetic customer service some dealers (of all brands) offer their customers and therefore tarnish the name of the marque as this is spread by word of mouth.

At my last warranty service I had a long discussion with my dealer about what can and can't be done on the corporate service. I also checked a couple items for possible replacement which I was told is considered "wear" parts and I would have to pay for those if I wanted them replaced.

In the end I knew exactly what was going to be done to the car, I got a call halfway through the day telling me that nothing unforeseen was found and the car would be ready at 15:00. That is customer service and that's the reason I returned to them even though they are not the closest dealer to me.

As posted before, the discord was created by the lack of communication and transparency which would not have happened if the OP was told when he booked the car that a service is not due...

Cheers,

Lou

I couldnt agree more with your sentiments. I have had a small amount of experience with the 2 dealers in Perth, one much more than the other since I purchased my new car and I have been overwhelmed with the service received so far from them. Always willing to help and find a solution. Nothing seems to be too hard - and I am also on the Corp program.

On a side note I had the pleasure of seeing your ride Lou on Great Eastern the other day - caught the sticker on the rear left window. Made me happy - I have just installed mine. I wasnt in my car. Im confident we would have shared a wave if I was!

Have to admit, Bruce Lynton here at Southport on the Gold Coast have been great, only had the 13000km service and the 26000km service (done @ 20000km yesterday) so far, but they are very professional, drop me back to the office, call me when it's ready and always follow up with a courtesy call to see if I am happy with their service the next day ( just had the call 10mins ago) The 20km service came in at $990.00 which I wa a bit surprised at but for the level of service given, I expect to pay a bit more.

Nearly 1000 bucks for a likely oil filter change, 7L of oil and draining the fuel water trap.

Wow.