Tote
8th April 2009, 07:59 PM
Well I got my D3 back last week after it failed to proceed on the top level of the Belconnen carpark on January 26th, this was after the dealership had had it for a week.
The Good:
Landrover Australia came to the party with a rentacar since the dealership didnt have any loaners
Lennock Nissan...er.. Landrover seem to be actually trying to provide customer satisfaction, they have been very good with providing updates and have been honest with me on where the repairs are at.
My mate Shannon at Landrover Australia has been excellent in arranging a loan vehicle and pressuring the dealership to get to work on the vehicle.
The Bad
4 weeks to diagnose a damaged canbus cable that was caused by a mounting bracket on the firewall pinching the engine bay loom.
Another week after the replacement loom arrives to schedule the time to fit it
Then another two weeks spent sorting the other modules that the canbus had taken out
The Ugly:
All up 9 weeks + without my Disco 3, nearly 25% of the time I have owned it.
In summary I really do think that Lennock are keen to make a go of the LR dealership in Canberra, they have an issue with trained staff but I'd rather they had staff that were training working on my vehicle than Chrysler (or BMW, this is my 3rd Disco) apprentices who dont give a ****.
The service Manager (Grant ) has been very responsive throughout the whole process and I am grateful for his honesty.
I do think that vehicle service industry has adopted the same methodology as the computer industry though. That is, train the field only enough to allow them to fix 80% of the problems that you encounter. Deal with the other 20% as an escalation and give the customer something to placate them ( a rental or a discount) and deal with the escalations with a small team of underpaid experts who probably do it out of company loyalty
If you own a disco 3 hope the bracket on the firewall behind the airbox isn't crimping the main loom.
Regards,
Tote
The Good:
Landrover Australia came to the party with a rentacar since the dealership didnt have any loaners
Lennock Nissan...er.. Landrover seem to be actually trying to provide customer satisfaction, they have been very good with providing updates and have been honest with me on where the repairs are at.
My mate Shannon at Landrover Australia has been excellent in arranging a loan vehicle and pressuring the dealership to get to work on the vehicle.
The Bad
4 weeks to diagnose a damaged canbus cable that was caused by a mounting bracket on the firewall pinching the engine bay loom.
Another week after the replacement loom arrives to schedule the time to fit it
Then another two weeks spent sorting the other modules that the canbus had taken out
The Ugly:
All up 9 weeks + without my Disco 3, nearly 25% of the time I have owned it.
In summary I really do think that Lennock are keen to make a go of the LR dealership in Canberra, they have an issue with trained staff but I'd rather they had staff that were training working on my vehicle than Chrysler (or BMW, this is my 3rd Disco) apprentices who dont give a ****.
The service Manager (Grant ) has been very responsive throughout the whole process and I am grateful for his honesty.
I do think that vehicle service industry has adopted the same methodology as the computer industry though. That is, train the field only enough to allow them to fix 80% of the problems that you encounter. Deal with the other 20% as an escalation and give the customer something to placate them ( a rental or a discount) and deal with the escalations with a small team of underpaid experts who probably do it out of company loyalty
If you own a disco 3 hope the bracket on the firewall behind the airbox isn't crimping the main loom.
Regards,
Tote