Thread: Credit where credits due!

So, about a month back I posted on a rattle in my B-Pillar from a new Disco 4 delivery. Turns out there was a batch of cars ex factory with this issue. After a tardy start from the dealer the car was taken to the Bump shop in Brisbane to complete the required work... no problems so far.

On returning to pick the car up (by now the Service Manager was involved due to communications issues) he asked me when the car had been repaired before. To my shock, given the car was new, I said never and then they pointed out an area near the front guard and front door, near the vent that had been resprayed. As the car was only several weeks old and could only be seen in very certain light the bump shop had asked the question of the dealer. It was hard to pick unless in standing in one spot on the silver car, but once noticed stood out like a sore thumb.

At this point I was ready to not take the vehicle back given it was through investigation determined to be a pre-delivery issue (long story). So, the dealer manager at this point was brilliant. They kept the vehicle pending investigation and left me with the loan vehicle)

Basically, their standing was that if it was a minor scratch then the repair would be made as good as new (more common than you think with new cars prior to sale) or if it had been in an accident they would simply replace the car with a new one.

To be honest I thought it would be a struggle but the dealer manager in Brisbane was faultless and I didn't even have to make the case for this. This dealer does get some flack from time to time but I was impressed with the way they handled this. No pressure, they wanted to make it right, even to the point of making sure I still wanted the vehicle.

At this same time the initial investigation was going on I decided to also get Land Rover Australia, as a backup, involved with the Queensland customer representative. What a waste of time that was. After the initial call and the promise to call me back and to find out the exact happenings with 48 hours, it was a farce. It never happened, the guy was useless, found out nothing, took more than 6 attempts to get hold of him again. What a waste of time. After the dealer sorted all the issues, and supported me during the time, the guy had the nerve to call me back and make sure everything was ok. For all the great service the dealer provided, the QLD rep at Land Rover Australia was an utter waste of time, offered nothing other than frustration.

So, in the end, it was a small scratch that had been fixed poorly. There is more detail to the story, one I will share with people over a beer sometime.

The car is now back and as new. The dealer was, (after the initial comms failure, something they admitted to making better) brilliant during the process, and I congratulated Gavin, Paul, Jarrod, Robert and the team at Austral for the professional service in getting this right. Its nice to know that when things do go wrong people can make the difference. I would definitely use them again.

Back to the OP.

I have had work done at the Bump shop as well,they are fantastic,as was Austral in this instance.

But if the car had not gone to the panel shop,the shoddy repair may have not been noticed by the owner of the vehicle.

The repair should have been done properly the first time before delivery.I wonder how many other vehicles this has happened to.