Thread: Defender ordered - now dealer says deal has changed

Hah! Enjoy it mate. Look forward to meeting up one day.

Originally Posted by Tombie

Many thanks for the Rum El Rey, and welcome to Aulro and to Land Rover ownership.

I received a reply from Land Rover Customer Care:


Thank you for your communications with Land Rover Customer Relations regarding your sales experience with our Authorised Dealership ______ Land Rover.

We wish to offer our sincerest apologies that the sales experience and follow up you have received has not met your expectations, and for any frustration or inconvenience which this may have caused. Further, we sincerely appreciate you taking the time to share your concerns.

Our goal is to provide a consistently reliable product, and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Jaguar Land Rover Management have noted your concerns with interest due to the nature of your complaint. Your concerns regarding the level of customer service, and lack thereof received by the ______ Land Rover Sales team has been internally addressed.

Mr ________, newly appointed Sales Manager at _____ Land Rover, also wishes to assure you that your feedback will be used for coaching and training purposes to ensure this does not happen again. Mr _____ has implemented a number of new processes to combat the concerns you describe.

We are pleased to hear that you have been well looked after by Melbourne City Land Rover, and that you have purchased exactly what you wanted for your Land Rover Defender 110.

Feedback is very important to us, as without detailed comments such as yours, we would not have a source of information to help improve our customer experience.

Thank you again for your feedback and we wish you many years of happy and safe motoring.

Customer Relations Executive

Classic corporate arse kissing.
Feels good eh?

Yeah, but will anything really change when dealing with them ??? From what I've read, it's been going on for ages.....

Originally Posted by El Rey

I received a reply from Land Rover Customer Care:


Thank you for your communications with Land Rover Customer Relations regarding your sales experience with our Authorised Dealership ______ Land Rover.

We wish to offer our sincerest apologies that the sales experience and follow up you have received has not met your expectations, and for any frustration or inconvenience which this may have caused. Further, we sincerely appreciate you taking the time to share your concerns.

Our goal is to provide a consistently reliable product, and an exemplary level of customer service. Based on the events you describe, we did not meet this goal. Jaguar Land Rover Management have noted your concerns with interest due to the nature of your complaint. Your concerns regarding the level of customer service, and lack thereof received by the ______ Land Rover Sales team has been internally addressed.

Mr ________, newly appointed Sales Manager at _____ Land Rover, also wishes to assure you that your feedback will be used for coaching and training purposes to ensure this does not happen again. Mr _____ has implemented a number of new processes to combat the concerns you describe.

We are pleased to hear that you have been well looked after by Melbourne City Land Rover, and that you have purchased exactly what you wanted for your Land Rover Defender 110.

Feedback is very important to us, as without detailed comments such as yours, we would not have a source of information to help improve our customer experience.

Thank you again for your feedback and we wish you many years of happy and safe motoring.

Customer Relations Executive

Originally Posted by Toxic_Avenger

Classic corporate arse kissing.
Feels good eh?

Yes, a carefully worded statement.

Originally Posted by Robmacca

Yeah, but will anything really change when dealing with them ??? From what I've read, it's been going on for ages.....

Yes we won't know until someone else gives them a go.

That is a pleasant response from LRA except for one thing. Yes - they apologized and yes, if they enact changes they - both LRA and the xxxx Landrover dealer - will make money riding on the corrections to the sales approach learned from your poor experience.

BUT - they should have offered you some sort of tangible "make up" with the apology.

They don't really seem to want to sell Defenders. That was my experience a few years ago.

That might change with the new Defender.