Corporate Program a Joke.

[carlschmid2002]

When I bought my MY 12 D90 i was told I was getting the Corporate Program which included free servicing for three years. When I asked what the service intervals were I was told 10000kms. Today i dropped off my car for a 30000km service. I had both the 10000km and 20000km service done by Trivett in Alexandria with no problems. Today I dropped it off in North Queensland at a LR dealership. I went to pick it up and they said there was some changes to the program which meant they now only service it every 20000km. They said they washed it and made some adjustments but didn't change the oil. I am mad as hell that not only have LR decided to change the program, but I am equally annoyed with the dealership as they never bothered to ring me. I wanted my car serviced, not washed. I lease the car and the lease company would have paid for the oil change anyway. I don't care what LR say, 20000km oil changes are not acceptable.

[LoveB]

20???? thats ridiculous!!! They might as well pour mud into the engine.

I'm set to do 12k each but I might do it at every 10 anyway.

[BigBlueOne]

I am also on the corporate deal. The way i was explained it was that i get every 20k service for free. I just pay for the 10k ones in between. That is terrible service for them not telling you.

[debruiser]

I am also on the corporate deal. The way i was explained it was that i get every 20k service for free. I just pay for the 10k ones in between. That is terrible service for them not telling you.

I just got mine last week, they said 20K or 12 months. So you get 3 free services. I pay for any extras I want.

I think they should have called you to ask what you wanted. I bet I know who they were.... hmmm.... although, maybe not.... they wouldn't have washed it for you.

[Sue]

When I bought my MY 12 D90 i was told I was getting the Corporate Program which included free servicing for three years. When I asked what the service intervals were I was told 10000kms.

Did you get that in writing? If you have a written agreement then I doubt they can change it just like that.. :)

[carlschmid2002]

I am looking through all of my paperwork, but I think it just says Corporate Program (Free Scheduled Servicing). I was definitely told 10000km intervals and Trivett at Alexandria did the 10000 and 20000 with no problems. In the end it isn't a lot of money for three oil changes, but it leaves a very bad taste in my mouth that LR have done a shifty. It is also the inconvenience of dropping it off and being without my car when I could have changed the oil myself.

[Loubrey]

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

If the new car agreement say 20,000 or 12 months, fair enough but if your agreement say 10,000 or 6 months they cannot change that.

My car had it's 6th and final Corporate service last Monday as I never reached the kilometer limit, but it was services every 6 months as per the agreement right to the end.

I would imagine its a non contract-savvy service manager that's made this awful decision on LRA's part. Unfortunately LRA might now be obliged to contractually and legally defend their position not to appear to have breached...

Cheers,

Lou

PS Carl, what does the "official" Land Rover sticker say in the corner of the windscreen? If it says 30,000 km you've got a strong case as this will carry through the rest of the warranty...

[BilboBoggles]

I believe the service intervals on the 2.2 defenders with a DPF have been extended to 20,000k's. I've also read that because of the DPF the engine oil on these models stays a lot cleaner than the older defenders, and is rated to last 20,000k's.

[incisor]

I believe the service intervals on the 2.2 defenders with a DPF have been extended to 20,000k's. I've also read that because of the DPF the engine oil on these models stays a lot cleaner than the older defenders, and is rated to last 20,000k's.


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

[Loubrey]

I don't think the actual service intervals of the new engines is the issue (maybe it is for the more traditional among us...), in my book it would be more about the complete absence of customer service from a main dealer (again!).

While my car had it's corporate services I did request "extras" at times, like after a lot of fording I requested the diff oils changed as an example. The dealer knew exactly what would be covered by Corporate service and what would not and he gave me the "top up" figure when I dropped the car off and I paid on collection.

To not even make the courtesy call and informing Carl that there is a problem with the service (rightly or wrongly) is just not acceptable customer service and it appears to become more and more common in our daily lives!

Cheers,

Lou

[gitney]

My MY11 has been serviced under the corporate program and from day one the dealer informed me on 20k oil changes. The 10k services do other things but mainly checks. Its all in writing if you ask for exactly what they do for each service. If you're not happy with that just ask them for 10k oil changes and pay for it.

[solmanic]

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.

[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...):D

Cheers,

Lou

[ProjectDirector]

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.

[fonfe]

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...):D

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.

[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

[gconran]

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! :)

[ezyrama]

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.

[Disco4_tech]

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

Wow.

[carlschmid2002]

I spoke with LR today and they basically said that the Corporate Program is whatever the dealer signed me up with. I distinctly remember being told that it would be serviced every 10000 as part of the Corporate Program. Do I have paperwork to prove this, no, I am in the defence Force and I have just had the worst possible removal. I have lost paperwork and just about everything I own is damaged. I work long hours and it is a major inconvenience to drop my car off for a service. If they weren't going to change the oil I wouldn't have bothered. I might add that during this 10000 km period the vehicle dropped all of its fluid and overheated as well due to a poorly fitted hose clamp. I towed a 2 tonne trailer from Melbourne to Townsville. I have owned a lot of different 4wds and this is the first time I have taken a car in for a service and not had the oil changed.

[Disco4_tech]

Discoverys have a oil check and no change every 13,000 or six months.

[fonfe]

I spoke with LR today and they basically said that the Corporate Program is whatever the dealer signed me up with. I distinctly remember being told that it would be serviced every 10000 as part of the Corporate Program. Do I have paperwork to prove this, no, I am in the defence Force and I have just had the worst possible removal. I have lost paperwork and just about everything I own is damaged. I work long hours and it is a major inconvenience to drop my car off for a service. If they weren't going to change the oil I wouldn't have bothered. I might add that during this 10000 km period the vehicle dropped all of its fluid and overheated as well due to a poorly fitted hose clamp. I towed a 2 tonne trailer from Melbourne to Townsville. I have owned a lot of different 4wds and this is the first time I have taken a car in for a service and not had the oil changed.

I can understand your frustration at not being called and told that the engine oil was not going to be changed due to LR's change in policy. But i think you will find that your vehicle was not simply washed and parked up. Due to the unfortunate situation of your vehicle being brought into a dealership when it was not due it's service (through no fault of your own i agree) it was still inspected, greased and washed out of courtesy by the dealer. the mechanic who worked on your vehicle would not have had the time he spent on your vehicle added to his efficiency rate as nothing was charged out so he would of had to work harder the rest of the week to keep his decent efficiency record. if thats not showing a lot of personal effort towards a customer i dont know what is.
he could of easily just said cars not due to be looked at as LR have changed their policy and parked it outside. he would of been well within his working rights to do so........but I believe you will find your props greased, all locks &latches lubed, suspension and steering bushes checked for excessive play, tyres inspected, disc run out checked, pads measured, brake fluid boiling point checked, diesel filter drained and re bled, axles and transfer box levels checks etc etc. all that was not done was your engine oil changed.
If he had found something dangerous on your vehicle and reported it, that could have saved you big time later on. For those reasons I don't not agree with you that it was a waste of time. Changing fluids is a very minor part of a vehicle being serviced....that's what you get at Fred in the shed garage -"changed ya fluid she's all good to go maaaate" Errr I don't think that's quite what LR put on their service sheet. If that were the case they wouldn't bother with service sheets at all.

BUT yes I do agree the dealer should have called you once the mechanic realised you weren't due for an oil change, but I wouldn't hold it against them. Essentially they gave you over $200 of their time for free, well not quite free but at the cost of them not calling to say you weren't actually due a service but that they had carried one out apart from changing the oil free of charge.

[isuzurover]

The 2.2 Tdci in the transit has 24000 km (15000 mile) service intervals (UK).
There is no reason the oil cannot last that long with modern synthetics and filtration.


Longer Service Intervals

Servicing intervals for all diesels is 15,000 miles or one year except for the 2.4-litre 140PS derivative, which is now 31,000 miles or two years, partly achieved by using an Oil Level and Temperature (OLT) sensor. Mounted on the ladder frame next to the turbo oil feed drain, the oil sensor system uses electrical resistance to measure oil level and temperature. This engine also has a centrifugal filter integrated in the oil circuit – located inside the newly designed cam cover – which removes damaging soot particles from the oil.

[dullbird]

I dont understand why everyone is so shocked...the Puma 2.4 originally came out with 20,000k service..

we were dirty when we first bought the defender because we had factored in 20,000k service with the finance when we bought it only to be told that we had to have it done every 10...we contacted LRA to be informed that it should be done at 12 or 10 if arduous conditions despite what the intervals were stated as they were for the UK.