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View Full Version : Limp home then Land Rover Assist



Bails
8th January 2019, 05:45 AM
Got a fault which developed to a Red DFP warning and limp home mode. Got to Moree and had LRA organise getting car picked up. Service from LRA was very good. Think my issue is high pressure turbo side leak but will provide more detail as it comes to hand.

Gregz
8th January 2019, 09:53 AM
Hi Bails,
That's not great news.... hope it works out ok for you, and that the fix is quick. Where did they take the car to? Did they leave you in Moree ? Hope you found some shade / air-con.
...Greg

Bails
8th January 2019, 10:11 AM
Taken to Tamworth
Moree area known to me so no issue.

Bails
9th January 2019, 02:54 PM
OK fault caused by oil getting into the turbo actuator and causing electrical issues and random faults. The oil leak is a known issue and there are replacement parts that fix this. The Bad is the parts aren't available at the moment and may take several months to arrive in Australia. seems new turbo, exhaust manifold and other plumbing is required. Hope I get a good replacement vehicle.

Gregz
10th January 2019, 10:09 AM
Good to hear that they have gotten to the bottom of it. bad news about the delay - you would think that for a 'known issue', they would keep at least 1 set of replacement parts in country. Or, if not in country, then just a courier flight from UK.

Bails
11th January 2019, 08:58 AM
Interesting how this warranty work will work out. The dealer that the car was towed to was very good in getting back to me. Assist was good in organising me for travel and a hire car. What I now want to know is who is handling the issue? I was told that I would get a case manager from Land Rover, but so far no info. I still am to get a Land Rover vehicle to replace but no further info on this as yet. If anyone has contact info for Land Rover Australia I would like it so I can just get up to date info etc.

SBD4
11th January 2019, 01:19 PM
Interesting how this warranty work will work out. The dealer that the car was towed to was very good in getting back to me. Assist was good in organising me for travel and a hire car. What I now want to know is who is handling the issue? I was told that I would get a case manager from Land Rover, but so far no info. I still am to get a Land Rover vehicle to replace but no further info on this as yet. If anyone has contact info for Land Rover Australia I would like it so I can just get up to date info etc.

My circumstances were slightly different to yours in that I initiated my claim through my dealer and was not away from home like you. I had nothing to do with LRA, the warranty was handled completely by the dealer with them updating me on progress. I had an intermittent issue with my D4 so it was in numerous times sometimes weeks at a time, they gave me another D4 to drive but I think that was likely due to the good relationship I had with them. I was 100% happy with how everything was handled.

Sometimes dealing with LRA directly has it's issues. I would definitely try to get friendly with the dealer that is doing the work so they can "put face to the car" and you can get first hand info about what is happening to it. If they feel connected to you then hopefully they will go in to bat for you if needed. I suspect all will go fine.

Good luck with it all.

DiscoMick
11th January 2019, 01:37 PM
Is it the case that there is a warranty company between LRA and the dealer, to protect LRA from direct liability, so the dealer is actually dealing with the warranty company, not LRA directly?

SBD4
11th January 2019, 01:55 PM
Is it the case that there is a warranty company between LRA and the dealer, to protect LRA from direct liability, so the dealer is actually dealing with the warranty company, not LRA directly?
I think that is the case for 3rd party extended warranties but I'm pretty sure that the original factory warranty is direct with LRA. I'm not sure what the situation is with extended "factory" warranties purchased at time of vehicle purchase (such as mine was). I am about to find out as it goes in on Monday to have a leaking shock fixed (apparently a known issue)... I will be pushing for all four to be replaced. I am less than a month and 10,000 kms over the 3 year/100,00km factory warranty so would have expected them to do a good faith warranty repair regardless, as they did for the EGR replacement on my wifes Evoque earlier this year.

Needless to say I am happy with my dealer after 7 years of service.

DiscoMick
11th January 2019, 02:18 PM
Don't know about LR but the extended warranty on our Mazda is with a liability company contracted to Mazda, not Mazda directly.

Bails
11th January 2019, 02:58 PM
Land Rover assist is 3rd party. Land Rover Warranty is direct. My issue is I purchased from a Sydney dealer, local dealer did not have the vehicle I wanted. My car is in Tamworth as this was the closest dealer and I do not know them. I am supposed to be contacted by Donna from Land rover but so far no contact. I could be without transport for some time as a replacement vehicle isn't guaranteed.

SBD4
11th January 2019, 03:06 PM
Land Rover assist is 3rd party. Land Rover Warranty is direct. My issue is I purchased from a Sydney dealer, local dealer did not have the vehicle I wanted. My car is in Tamworth as this was the closest dealer and I do not know them. I am supposed to be contacted by Donna from Land rover but so far no contact. I could be without transport for some time as a replacement vehicle isn't guaranteed.

How's your relationship with you local dealer? I would have a word with them to see what your options are around getting the car back there? No doubt you will need to be back home before the work can be done so i would think that that LRA would have a responsibility to get the car back to you one way or the other. Perhaps this can be done prior to work starting so that everything happens closer to home with a dealer you have an existing relationship with...assuming that is what you would prefer.

Konradical
11th January 2019, 03:37 PM
I have had two dealings with Land Rover Assist and they were both positive. The twice failing park brake in our D4 and living 300km from the dealer which didn't want to help me, using assist was the best choice.

Both times they freighted the car to the dealer and both times we had a hire car for the duration. The only down side to the hire car was the choice. First time was a camry, second time was a pajero - due to Thrifty being the only company where we lived. LRA try to provide a vehicle similar for less disruption. Had there been a Europcar, we would certainly had a DS or something.

The only negative I could take from both situations was each time an initial call to find out more needed to be made about the status of the repair. First time the case manager phoned every day with an update, second time twice a day as they were putting the pressure on the dealership to make the repair, of which was told by the dealership two weeks they were busy, ended up being less than a week and they pushed it ahead of other work.

I do believe though that had we been closer to the dealer down here, we would have had a LR product, where up there, the dealer wouldn't have offered us a taxi fare.

Bails
14th January 2019, 07:04 AM
The only negative I could take from both situations was each time an initial call to find out more needed to be made about the status of the repair. First time the case manager phoned every day with an update, second time twice a day as they were putting the pressure on the dealership to make the repair, of which was told by the dealership two weeks they were busy, ended up being less than a week and they pushed it ahead of other work.

I do believe though that had we been closer to the dealer down here, we would have had a LR product, where up there, the dealer wouldn't have offered us a taxi fare.

So far the assist side of things has been great. Also the dealer in Tamworth and the service Guy "Aron "have been able to get back to me as promised. The bit that has so far let down my experience is Land Rover Australia. I did get a survey and would have scored the outcome better had Donna from Land Rover CRC bothered to contact me.

I am only after info as to process, I am not upset about the breakdown but I would like to understand what is to happen and what LRA are doing to sort the issue. As I will be searching for a new vehicle in a year I can't understand why LRA aren't more proactive, seems that culture is a problem and perhaps this starts at the head?

As an owner of many Euro vehicles I expect that some time during ownership there will be slight issues no matter what the brand, what makes or breaks the brand is how the issues are handled.

fullfatrr.com - View topic - Broke again (https://www.fullfatrr.com/forum/topic49580.html)

Bails
16th January 2019, 07:24 AM
Bit of an update, got a call from James at LRA, said that the part is 5 weeks away. I said I hope they add 5 weeks to my warranty? Donna did try to contact me but had an incorrect phone number as it turned out so the contact was fairly prompt which is nice to see. Hope I can get more details about timing etc. James did say I can keep the compass car, a discovery sport, which compass claims is a "prestige" vehicle. Pretty happy this has happened under warranty , not too happy about the time to fix as this is a vehicle I use for business.

DiscoMick
16th January 2019, 07:50 AM
That's good. How's the Sport?

Bails
16th January 2019, 03:11 PM
That's good. How's the Sport?

The disco sport is a small buzz box. About as good as a Kia !

Bails
23rd January 2019, 07:25 AM
Had another conversation with LR CRC and the contact Bill was very helpful. I asked if he would check if the car was under cover and out of direct sunlight. He said he would and would e-mail me the info. Good news was the e-mail got to me with news car under cover, it is in Tamworth which is bloody hot, and better news is the fix may be done in two weeks. Just getting the updates and info made me feel special and as if someone actually cared.

So it is wait and ten work out how to pick up the car.

donh54
23rd January 2019, 07:45 AM
Always amazing how a part sourced through the dealer network takes weeks to arrive, yet you can order the same parts over the Internet, and have it here in a few days!

SBD4
23rd January 2019, 09:22 AM
Always amazing how a part sourced through the dealer network takes weeks to arrive, yet you can order the same parts over the Internet, and have it here in a few days!
Yep, absolutely astounding, especially on a part like that. You would think that they would have at least one of everything in the country at all times.

I was earlier going to suggest importing the parts but thinking about it for a microsecond realised that this solution would not play well with the warranty process.

Bails
30th January 2019, 02:46 PM
Well the news is that the part should be at the dealers tomorrow and the car fixed by Friday 1st Feb. Donna from CRC has kept my up to date which is all I require. Only issue now is collecting the car which won't be that hard ! Hope to talk to the tech and get the low down on the fault will let all SVD 8 owners know what to expect.

Bails
1st February 2019, 04:50 PM
No News and Friday the 1st is gone and CRC don't seem to have any news to refer to me. Pain in the arse with no contact as I have out of town business trips that will need to correspond with getting my car back from Tamworth.

Bails
7th February 2019, 07:47 AM
Latest News is the part has been in Tamworth for a week but dealer is to busy and understaffed . Looks like next Wednesday or later before car is ready, this will be getting on to six weeks without the vehicle. I do get feedback after sending e-mails to CRC , and this is good. I was advised by CRC that I can contact the dealer direct and have the name of the Dealer Representative.

I am not stressed by the breakdown or the responses , I didn't like the fact that the part was going to be 6 weeks away, turned out it was 3 . Now I want to understand exactly what broke and in particular what was done to change the situation from reoccurring ?

Bails
13th February 2019, 07:51 PM
Phone call today my car is ready to collect. Hope to talk to the tech and get the lowdown on the fix. Land Rover CRC through the Assist group have organised the travel, will be out of the disco sport tomorrow. JT fossey have been very good with keeping me informed which is all I have required.

garrycol
13th February 2019, 09:19 PM
So 5-6 weeks to fix - really not good enough.

Bails
14th February 2019, 05:35 AM
Yes it has been a long wait, good that the car still had warranty. I have purchased extended warranty now and hope I don't have to use it. All in all the car has been pretty reliable, 2 turbo failures , actually actuator failures , and some front brake issues that I fixed by changing brake pad material. will clock up 1200 k's getting back so should know if any thing else turns up. Will let the board know what went wrong after I speak to the tech, I am keen to know exactly what the issue was.

Bails
16th February 2019, 08:01 AM
I picked the car up had a discussion with the technician and am now a little wiser. It seems the problem was that oil or seeping out of the oil level sender up the Harnas to where it joins another harnas and then tracking back down to the turbo actuator causing a short .

goingbush
16th February 2019, 09:44 AM
I picked the car up had a discussion with the technician and am now a little wiser. It seems the problem was that oil or seeping out of the oil level sender up the Harnas to where it joins another harnas and then tracking back down to the turbo actuator causing a short .

So they still have not worked out how to stop oil ingress into a wiring loom , Been a LandRover problem since 1999.

Bails
17th February 2019, 01:18 PM
Can't say enough for Tamworth's JT Fossy. Kept me in the loop Phone calls to advise progress and good description of the issue.

Home without faults and had 7.3/100 on the fuel burn, which I know is very optimistic, but I have done well over 1000 k's and still fuel in the tank. Will fill up and get an accurate idea of consumption soon.