Technical assistance, LR Australia

[Spinner912]

Although this has probably been published many times in the past, it should be noted here that Land Rover Australia, when telephoned with a technical query requiring a response which can only come from LR Australia, advised that they are "not technically qualified".

Despite being informed that that was an obviously incorrect response, the further response was "I'm sorry you feel that way sir", click!

The technical issue, which the operator at LR Australia didn't even want to hear, was a notification from Hayman Reese, that to update a compliance plate on one of their Hitch Receivers, a statement would be required from Land Rover Australia supporting the fact (which Hayman Reese already knows - unofficially - is the case).

Don't get me wrong. I am a Land Rover tragic. That is the problem. I have owned and used Land Rover Series, and more recently, Defender vehicles (all from new), and have found them to be a wonderful vehicle. But support from Land Rover Australia is virtually non-existent. Even dealers will often not try to get information from them as they openly state that LR Australia does not cooperate, even with them.

It is little wonder, that, despite being one of the lowest priced vehicles of their type, Land Rover Defenders have been toppled from their number one position in the Australian market, to virtually non-existent new vehicle status.

Could it be that is what Land Rover actually want? It the Defender all a bit too much trouble, considering the profits they are able to rake in on their luxury vehicles?

Unfortunately, this attitude by Land Rover Australia has turned this customer from one of "Buy a Land Rover - they are a wonderful vehicle", to "If you want unsupported troubles, buy a Land Rover".

It's not helping Land Rover, it is not helping me. But at least I am being honest.

[101RRS]

And are any of the other makers any different - no.

[PAT303]

Do what I did and walk into the main office and say get the manager,if they say no which they did to me walk in and find him. Pat

[big guy]

Do what I did and walk into the main office and say get the manager,if they say no which they did to me walk in and find him. Pat

Sounds good yet somewhat un-realistic.

I totally agree that Land Rover support is way down the list of importance.

And to answer if any of the other makes are same, No they are not. VW have seriously got their **** together.
Lexus does as my friends have 2 and they get their car picked up from home/office, loan car left(clean with fuel).
Another friend has Territory and great back up, we have 5 SS Holden Utes for work. Technical support great, service great and have parts in stock.

So, from my experience we as in Land Rover addicts are let down big time.

:(:(:(:(:(:(:(:(:(:(:(

[PAT303]

I bought my defender from Trivetts at Parramatta and during the factory servicing they managed to put the timming belt on wrong which promply came off,didn't fit the top rad hose which blew off and didn't grease the uni's which caused the front drive shaft to be damaged beyond repair,all of which got blank stairs when I blew my top.I spent $50,000 on a new vehicle that the dealer then ruined and I did walk into the head office which was at Parramatta and I think it was Gover that was the boss then and he got an ear full.The dealer rang up the next day offering a free service but I told the guy to stick it up his arse. Pat

[big guy]

I bought my defender from Trivetts at Parramatta and during the factory servicing they managed to put the timming belt on wrong which promply came off,didn't fit the top rad hose which blew off and didn't grease the uni's which caused the front drive shaft to be damaged beyond repair,all of which got blank stairs when I blew my top.I spent $50,000 on a new vehicle that the dealer then ruined and I did walk into the head office which was at Parramatta and I think it was Gover that was the boss then and he got an ear full.The dealer rang up the next day offering a free service but I told the guy to stick it up his arse. Pat

Fair enough!!! Probably what I do as well actually after what you would have thought a trained technician was working on your new pride and joy.

I hear you. Hope its sorted now though.

These stories just re-inforce my theories on why I would not buy a new Landy or a Landy from a dealer.

Very sad really and we wonder why owners of other makes give us a hard time. we probably deserve it for putting up with this crap and than going back for me in buying a new vehicle from them.

Shall we get a motion going for the general public not to buy another single Landy unless they fix their blatant service and quality control issues.

That would do it you know. Now just to implement it:o:angel:

[PAT303]

It's not just LR.When I had my 08 Hilux there was a recall on the bonnet catch's that went back to 04 and the local dealer fitted the new one only to ring me to say they fitted the superseeded one and to bring it back which I did only for them to again fit the old type and bring it back for the third time.Funny thing was the third time they also fitted new bonnet hinges which was another recall. Pat

[Spinner912]

And are any of the other makers any different - no.

My other vehicle is a Ford. And whereas there are problems with some Ford dealers, when I called Ford Australia on one occasion when I had been stuffed around by a dealer, things moved rather quickly and dramatically.

So yes. Things are different with some other makes.

But Land Rover isa really unlikely to change. I would venture to say that most of their prestige sales (which probably represent the majority of their sales) are purchased by a leasing company who really doesn't give a toss as long as the vehicle keeps going throughout the lease period. Most will, one way or another.

Customer relations? What's that?

[ADMIRAL]

Hi Spinner, Two things upfront. I have no doubt that the LR support can be improved, but my experience with other manufacturers has largely been the same. You generally have to get to the yelling screaming stage before anything happens. The dealer is the critical factor. Their attitude, and how far they are prepared to go to assist, is virtually your impression of the brand.

Secondly, the issue that brought you to this point. Is the hitch on your vehicle a Landrover product or Hayman Reese ? If it is HR, any of their dealers can inspect your hitch. It does not have to be an LR dealer. If it is good condition and the mounting points are ok, the dealer can send a request back to HR for a new compliance plate.

Neil

[Andrew D]

Well, I have previously copped a infraction for giving my opinion on LR Australia but I agree....they are dead set hopeless and I avoid them.

If you want technical assistance the best place to go is this website.

You would only go to LR to take the ....... (Don't want another infraction).

Regards
Andrew

[Spinner912]

Secondly, the issue that brought you to this point. Is the hitch on your vehicle a Landrover product or Hayman Reese ? If it is HR, any of their dealers can inspect your hitch. It does not have to be an LR dealer. If it is good condition and the mounting points are ok, the dealer can send a request back to HR for a new compliance plate.

Neil
Thank you for the interest in my post. What you say about dealers is absolutely true. But in this case, it was not a dealer with whom I had the problem.

Back to the matter at hand. Unfortunately, what you relate re the Hayman Reese business is only one of the three versions, one in writing, which I have received from either Hayman Reese (two different versions at two different times), and one from a HR distributor.

If you are interested to hear the details of those responses, or much more interestingly, the results of research into the relevant current ADRs, please drop me a PM and I will happily give you details of the whole sorry saga.

The one comment I can make here is that it appears that so much informataion currently doing the rounds, even from manufacturers themselves, shows a dreadful ignorance of the requirements of the current ADRs, and of what the actual legal situation with respect to towbars, really is.

ADR 62/00 provides very interesting reading indeed, even if a little tedious to plough through.