Action from Land Rover

I have some positive news to report. I am starting to pass on angry and frustrated customers  letters and contact details to Mike MUlholland of Land Rover and it would appear that he is following them up.

This is great news - much of my objective with this site has been met. I have set up an alias which directs your email straight to Mike Mulholland, Customer Serivices Manager of Land Rover. Email him at mike.mulholland@haveyoursay.com directly. However, please use this only as a last resort. To be fair on the organisation you should first take up any issues with your dealership.

If you don't achieve resolution from Mike and Land Rover, then write to me at landrover@haveyoursay.com

I am still waiting for the 14 questions to be answered my Land Rover either online or interview. Both ways they will be available on this site.

Comments

[Nicholas Perkins]

I am a marketing student at Bournemouth University and have been investigating the extent to which Land Rover could improve the direct relationships with its customers through the use of interactive media. From my research I have identified that customer satisfaction is low and that the primary cause is that Land Rover is failing to meet the primary communication needs of its customers. It seems to me that the community that has built up on this website are largely loyal advocates of the brand, and would indeed like the opportunity to speak out about experiences, but have no means to do so other than through this forum.

When viewing Land Rovers website it seems that a majority of the information on there is purely to get customers to purchase. However there seems to be little in the way of letting customers actually get in contact with the manufacturer directly other than by telephone or by post. As a marketer I find this very interesting as Land Rover put little effort into helping customers reinforce their purchase decision.

I believe that by Land Rover providing virtually nothing in the way of post purchase communication; this has had an adverse affect upon customer loyalty, as it seems from this forum that customers feel neglected and almost rejected.

Land Rover also seems to show little in the way of contributing to the relationship between its self and its customers. It has been proven by various authors that there are mediating variables within a marketing relationship, these being commitment and trust. Land Rover seems to have shown little in the way of relationship commitment with its customers which has indeed brought about distrust with the brand.

Relationships are strengthened by good communication, and clearly the relationship among this community is very strong. However the relationship between Land Rover and its customers seems to be very poor.

The creation of a web based forum on the Land Rover website would provide a quick and informal method for Land Rover to communicate with its customers and will provide a means to collect feedback. I believe that the creation of a two way dialogue through a forum could help to strengthen the quality of the relationship between Land Rover and its customers and could help to bring back the trust and loyalty that once existed.

The benefits that could be offered from an official forum would be online customer support, and the provision of relevant advice from technical professionals. A forum could also provide invaluable feedback to Land Rover as to the quality of its products and services received by customers. A forum wouldn’t’ t just have to be a place for complaints it could also provide a means for loyal customers to post their fun experiences with their Land Rovers, and discuss various user related experiences.

I was asked by my tutor why Land Rover didn’t just create a link to this site instead of setting one up. My thoughts are that given the chance, loyal Land Rover customers would willingly contribute to an official website provided by Land Rover, rather than be forced to use an alternative means to contact each other.

So I would like to ask this forum if they think that it would be a good idea given the opportunity, that Land Rover perhaps provided a web forum on its website to provide an official means of communicating directly with Land Rover.

I would really welcome the communities’ comments.

Kind Regards

Nicholas Perkins
Bournemouth University

[Nicholas Perkins]

After my recent post with regards to the apparent communications problems faced by many loyal Land Rover Customers I decided to get in touch with the Corporate Communications Manager at Land Rover.

I clearly explained the customer service issues faced by many customers and I also raised the question of why Land Rover did not provide a direct communication link to its customers.

This was the message I received;

Dear Mr Perkins

Your query, originally sent to Mike Mulholland, has been forwarded to me for a response.

Land Rover communicates with its customers on a regular basis with mail updates and the award winning One Life magazine. Land Rover was the first automotive manufacturer to launch an interactive TV outlet on the internet with Go Beyond TV which is a forum for anyone who shares a spirit of adventure. Vehicle owners who wish to resolve an issue are encouraged to resolve it with their dealership and can always call our Customer Relations Centre.

The internet is a vast forum for all shades of opinion and value and there are many, many sites dedicated to Land Rover issues other than "Have Your Say".

We continue to explore possibilities in digital media and have not ruled out a customer forum in the future.

Kind regards

Mark Foster
Manager, Corporate Communications Land Rover

I must say that Mr Fosters response time was very qucik and I think that his comments were very fair, but still did not address the issue which is that its customers want to have a direct form of communications with the brand, other than through the telephone.

Its encouraging to know that a forum maybe considered in the future.

[Rick Hough]

Anyone foolish enough to buy a LandRover and expects a luxury BMW is asking for trouble.

Lets look at what these were designed for:

Luxury car - transporting people in luxury.

LandRover - transporting sheep, wood, bits of rock and towing horse boxes.

When my landie used to break down I could fix it with a Swiss Army knife and a hammer. If you don't know how to fix a utility vehicle you have no place driving one.

Look, if you need to go off-road get a Defender, if you need to drive on road, buy a car - lifestyle 4x4 drivers are fooling nobody!

[Evans]

The Disco 3 is an amazing device. I have had 2 software problems in 60,000kms. Both cured by restarting the vehicle. The German 4x4's are crap in Australia: none of them have a real spare tyre! Forget it guys! This is too stupid for words. If you really travel in the bush punctures, are inevitable. It is very hard to understand how Porsche, Mercedes, VW and Audi think they can develop a 4x4 without a full size spare wheel! Unbelievable! The Disco 3 is the most amazing 4x4 in the world. I have no expierience with the Range Rover Sport etc. I am completely satisfied. Top notch service in Oz too. But I had hardly had any faults. One door lock and a noisy front panel: both fixed.

[David]

Well Done Obama Well Done
Do More Obama Do More
Well Done Obama Well Done
Do More Obama Do More
Well Done Osama Well Done
Do More Osama do More

[Jeff]

I own a 2004 LR Discovery. I am the second owner and with 58,000 miles the engine blew. The dealerships stated that the piston had come through the block. I was informed that the warranty expired at 50,000. I needed a new engine and the estimate was $8500.00. I filed a complaint with LR Customer Service and they called me to inform me that they would not offer me assistance. I have emailed Mike Mulholland, thanks to your website. Any advise for me?

[Anders Løberg]

The time for heavy cars is over, here is an articel about the high emission car funeral:

http://www.velomobil.no/high_emission_car_funeral.htm