Thread: Service - Do we expect too much ?

Originally Posted by WhiteD3

Its not an LR thing; its a big company thing.

Companies have to profit so they drive down cost at the same time as spending big bucks on staff training and customer awareness programs. What inevitably happens is they get poorly paid, under-skilled and unmotivated staff trying to provide a premium service.

Far better to go to a small business who understand the value of customer service and the repeat business it brings.

You are correct its not a L/R thing, A friend has a fleet of road trains, must have over 30 by now, only ever bought Kenworth, at the start they couldn't do enough, but slowly it got worse, till in the end it got that bad with not returning calls, poor service, trucks not getting serviced correctly, he bought a Western Star and drove it into the Kenworth dealership and told them his fleet is about to change to a new brand of trucks.

He tells me he gets more calls now from the Kenworth dealer than ever before.

There is no excuse for poor customer service, you wouldnt accept it from the butcher , or the supermarket, so why accept it from a car dealership.

Cheers Ean

Originally Posted by Ean Austral

You are correct its not a L/R thing, A friend has a fleet of road trains, must have over 30 by now, only ever bought Kenworth, at the start they couldn't do enough, but slowly it got worse, till in the end it got that bad with not returning calls, poor service, trucks not getting serviced correctly, he bought a Western Star and drove it into the Kenworth dealership and told them his fleet is about to change to a new brand of trucks.

He tells me he gets more calls now from the Kenworth dealer than ever before.

There is no excuse for poor customer service, you wouldnt accept it from the butcher , or the supermarket, so why accept it from a car dealership.

Cheers Ean

lol......i know a guy that was ignored at two boats shows by the same manufacturer, until he asked them to google his name. the next week he walked onto his jetty to take one for a test drive, he ordered one two hours later

I just haven't been too happy with the gearbox in my d3 lately.

Spoke to Trivett and they said they would need it for a few weeks... yeah right...

Spoke to Purnell's, bring it in.
Never been there before, went in, spoke with the service manager, went with them on their test drive, and he suggested a simple solution...

Reset the gearbox so it can relearn again.

Well, I have to say it was the best $82 spent, and yes the d3 drives better than new, and the fuel usage has dropped dramatically. Now for some hot weather to test it a bit more...

GREAT SERVICE = Purnells. !!

I can vouch for Purnell Motors as well.

I bought my D4 there and have had it serviced there since new. I have also purchased the extended warranty from them. Never had a problem and always been happy with their service.

In fact, I had just had a call from them yesterday to ask if I was happy with the service I had done on my car last Thursday!

They provide free loan cars (mazda 323) or for $60/day you can have a Freelander or Evoque.

it most definitely isn't just a LR thing..

seems to me that since the few big mobs got a strangle hold on a conglomerate of brands the whole sector is descending into the mire.

the LR guys must be truly abominable to be worse than the VW guys

i have never been so glad to get a vehicle thru manufacturers warranty as i have been with the caddy. extremely nice vehicle let down by unscrupulous dealers... and i am not just talking about one but everyone i have dealt with.

the levels of bull**** and deception are awe inspiring...

Originally Posted by SBD4

I can vouch for Purnell Motors as well.

I bought my D4 there and have had it serviced there since new. I have also purchased the extended warranty from them. Never had a problem and always been happy with their service.

In fact, I had just had a call from them yesterday to ask if I was happy with the service I had done on my car last Thursday!

They provide free loan cars (mazda 323) or for $60/day you can have a Freelander or Evoque.

I've had a similar experience with Purnell's sales department. Dropped in there by chance after I had taken my wife to lunch in that general area. Very impressed with the salesman, as well as his boss, who followed up the next day as the salesman had a day off. I was very happy with the deal I got and extremely pleasantly surprised with the salesman. I think we all know what sort of reputation car salesman have but these guys were great. No pressure and a great deal - I had done my research. They have kept me well informed about progress and responded to a couple of questions promptly. He also mentioned the courtesy car as well as 4WD training (I think from memory it was either free or cut price with a well known company). I live near Parramatta so was probably not going back for service but I think I'll at least give them a go.

I hope to take delivery next Tuesday providing the transporter doesn't get lost. The car, a new D4 HSE, is on its way from Victoria. Supposed to arrive tomorrow.

Martin

Originally Posted by letherm

I've had a similar experience with Purnell's sales department. Dropped in there by chance after I had taken my wife to lunch in that general area. Very impressed with the salesman, as well as his boss, who followed up the next day as the salesman had a day off. I was very happy with the deal I got and extremely pleasantly surprised with the salesman. I think we all know what sort of reputation car salesman have but these guys were great. No pressure and a great deal - I had done my research. They have kept me well informed about progress and responded to a couple of questions promptly. He also mentioned the courtesy car as well as 4WD training (I think from memory it was either free or cut price with a well known company). I live near Parramatta so was probably not going back for service but I think I'll at least give them a go.

I hope to take delivery next Tuesday providing the transporter doesn't get lost. The car, a new D4 HSE, is on its way from Victoria. Supposed to arrive tomorrow.

Martin

Yes, they do a day out with Getabout training. It's a good opportunity to learn a little bit about capability of these vehicles.

http://www.getabout.edu.au/

BTW I'm located in the Blue Mountains, I schedule my services to coincide with visits to my client at Sutherland so it's not too inconvenient t have it serviced by them.

Diving home the day I picked the car up was one time I didn't worry about living that far away - I had 1 1/2 hrs to really settle in to the car!

make sure you take the long way home when you pick yours up...

Service and brands...

I had 3 Fords at one stage all brought from the same dealer. The sales side was always good to deal with the service side is why I don't own Fords anymore. They damaged my Territory and ducked for cover. Didn't service my XR6 Turbo correctly and the next day it started dropping exhuast manifold nuts. Tried charging me for warranty work.

Toyota had to fight to get fraying trim fixed and auto issues. Noisy aircon fan told not set to the speed that was noisy.

Holden... Just plain beligerant and hard to get on with.

Land Rover...

Didn't start well asked for a test drive after the test drive handed the keys to the sales driod who just spun on his heals and walked away. I was dressed like a grub in paint splaterd clothing but.... not a away to act I thought. 2 weeks later at the same dealer difffrent salesman and in my grubby paint clothing I brought a D4. Service department better than the above.

MINI

Same dealer same sales person I have brought 4 MINI's other brands should take serious note of customer engagement from MINI dealers. They put on fully catered drive days, Free Chip and dent days, Free car wash days with breakfast included.

Service of the 4 MINI's I have owned 3 have been no trouble. My JCW Clubman is a problem child and is currently at the service department. But the service people are great the logistics and spares side someone needs to loose their job.

The outcome of all this. I would buy another Land Rover any day. Another MINI well thats a bit harder my JCW has turned me off the brand at the moment and its unlikely I will spend anymore money on a new MINI.