When is a warranty not a warranty.

Well I finally got a reply from LRA, if this is what you could call it and NOTE, this is the ONLY correspondence I have EVER received, you will understand when you read the reply.

All I can say is I'm speechless!


Dear Mr ######,
*
We understand that you have posted some comments regarding your vehicle on an internet forum regarding your Range Rover Vogue indicating you have not had a reply from Land Rover Customer Care.
*
Thank you for your loyalty to the brand and naturally, we very much regret to learn that the ownership experience of your Range Rover has not lived up to your expectations. We ask you to accept our sincere apologies for any inconvenience caused by us not replying sooner.
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Regarding the concern with seat trim that was raised with ( DEALER’S NAME ) Land Rover, it was noted as a wear and tear item as per previous dealership advice and as such was a retail repair. We understand this decision was conveyed at the time as per your correspondence.
*
If you have further concerns with your vehicle then we recommend presenting your vehicle to an authorised Land Rover dealership for repairs.
*
Land Rover Australia issued your vehicle with a Three Year (3) or 100,000KM (which ever occurred first) New Car Warranty on the 30th of November 2007. This warranty was in place to cover the owner for any costs associated with unforeseeable defects in manufacture, within the timeframe.
*
Land Rover Australia is not in a position to assist financially to your vehicle due to the age of vehicle. While we understand this may not be the answer you were looking for, but we are bound by the terms and conditions of the new car warranty.
*
We hope this clarifies our position in regards to this matter.
*
Yours sincerely
*
#### ########
Customer Care Manager
Land Rover Australia

That's a joke!!!

Quote:

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Originally Posted by Mr Whippy

Warranty is paid by the manufacturer albeit at a reduced rate. A dealer has no right to refuse warranty because it was purchases else where and has to honor warranty regardless of where it was purchased.

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In a perfect world maybe. I spent much of my working life in the motor and machinery industries and know how persistent warranty complainers are regarded inside the dealership. Even if in the right you can wear out your welcome. Something like the foreman looking at the booking list "That f'ing whinger is booked in again! What for this time? Brakes? Again? We've fixed the bloody things four times. Patch it up and get rid of him. The Service Rep wanted to disallow our last claim." Or the Dealer Principal viewing the service accounts "Why are we still fluffing around with this *****? Tell him no more and give him the Service Rep's phone number. Don't do any more unless the rep approves it and pays retail."

Solmanic and Drivesafe have found out the hard way that there is a limit to warranty even if not ethical.

As SuperMono says, Ford and Toyota will limit claims. Toyota used to refuse warranty on items they regarded as design faults and built in to the vehicle. You bought it that way, so wear it was their philosophy.

Quote:

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Originally Posted by Brian Hjelm

In a perfect world maybe. I spent much of my working life in the motor and machinery industries and know how persistent warranty complainers are regarded inside the dealership. Even if in the right you can wear out your welcome. Something like the foreman looking at the booking list "That f'ing whinger is booked in again! What for this time? Brakes? Again? We've fixed the bloody things four times. Patch it up and get rid of him. The Service Rep wanted to disallow our last claim." Or the Dealer Principal viewing the service accounts "Why are we still fluffing around with this *****? Tell him no more and give him the Service Rep's phone number. Don't do any more unless the rep approves it and pays retail."

Solmanic and Drivesafe have found out the hard way that there is a limit to warranty even if not ethical.

As SuperMono says, Ford and Toyota will limit claims. Toyota used to refuse warranty on items they regarded as design faults and built in to the vehicle. You bought it that way, so wear it was their philosophy.

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This all confirms what most think about car sales people used or otherwise.

Warranty is like any other legal right, you might be right but it will cost you to invoke your rights. If the other side has more money then you may as well be wrong.

Yeah! Brian that is exactly how the conversations used to go in a LeyLand dealership ;) I have been part of that type of conversation many times.

Part of my job was to inspect parts and access wheather it was warranty or abuse :( and the pendulum always swung in favour of abuse/hard use ;)

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Originally Posted by UncleHo

Yeah! Brian that is exactly how the conversations used to go in a LeyLand dealership ;) I have been part of that type of conversation many times.

Part of my job was to inspect parts and access wheather it was warranty or abuse :( and the pendulum always swung in favour of abuse/hard use ;)

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Indeed, Uncle. And I have even been present when a Sales Manager was told to not sell another vehicle to that customer or someone might lose their job.

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Originally Posted by drivesafe

, but we are bound by the terms and conditions of the new car warranty.
*

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Actually, they are bound by the laws of Australia, which trancend the terms and conditions of the new car warranty.

I hope you string them up to dry, the attitude displayed in this letter is appalling.

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Originally Posted by RichardK

I should have posted this earlier but time seems to get away from me.......... For myself after the complete engine failure due to a slipped big end bearing at 118000 Kms and LRA's not accepting any part of it even though that fault has been documented numerous times on various websites and explaining their position as "you have used it for offroad 4 wheel driving" I will not now knowingly support LRA in any way whatsoever. All parts are either aftermarket or bought from overseas and all servicing is now done by an independant. I might add that the sub 20000 Km replacement motor ( a lot cheaper than a new Landrover motor) has now completed 130000 Kms and so far blemish free. The car is due for replacement and for once I am looking at all options and I will need a lot of convincing to purchase another Landrover.

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Did they really fob you off using the excuse that you have used Australia's most awarded 4wd off-road for 4w driving ??? Are they kidding?

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Originally Posted by drivesafe

Yep and VW Australia is a perfect example.

They were having so many problems with the different importing companies they had used, they finally got rid of them and for about the last 3 years, VW Australia has actually been VW Germany.

This is what is desperately needed with LRA. Land Rover UK needs to take over and run the Australian show themselves.

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Doesn't solve all problems. Back when VWs were in the news my wife's Transporter was intermittently stopping. Unpredictable, weeks between events but would suddenly "fail to progress" with all systems shutting down. Would restart without problems though. But that's no consolation if you've hit something!

We had it at the local VW dealers for ages. They refused to believe there was a problem then eventually told us it was probably the gear box about to die and they could replace it for $15,000. It was clearly BS intended to make us take our vehicle away and stop causing trouble.

Took it to an independent auto mechanic who checked on a web forum (!) and discovered it was a common problem with a corroded plug. Replaced plug, no further problem.

If the dealers have a "don't bother us" attitude then the importer can be great but it won't matter.

I've been off the forum for ages, drivesafe, but I well recall the early months of your ownership of that vehicle. Sorry to hear the experience didn't improve.

Quote:

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Originally Posted by drivesafe

Well I finally got a reply from LRA, if this is what you could call it and NOTE, this is the ONLY correspondence I have EVER received, you will understand when you read the reply.

All I can say is I'm speechless!

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Wonder why they wrote such a long reply, when all they had to say was

Dear Mr ######,

**** off.

Love,
Land Rover Australia

I try not to get involved in these threads, but that reply shows a clear lack of understanding of the issue and a lack of care on their part. If nothing else it is an example of very unprofessional business correspondence and suggests that the writer is perhaps not in the right job.

I really do hope you have the stamina to pursue this and can reach a satisfactory outcome.

Cheers,
Jon