The Public rounds up questions for Land Rover

Mike Mulholland, Customer Services Manager of Land Rover, promised to respond officially by the early part of the week. The silence has been deafening.

We haven't heard from him so here are the firstbatch  of questions compiled by me - more to come - Mike, you need to click on the comment link below this posting to answer them. Alternatively, we could do a recorded interview and post it on this site. That would be really appreciated by us all as an open and transparent way of dealing with these issues and questions.

Questions in blue are haveyoursay.com questions - all others come from other Land Rover owners

1) Is there any truth in the rumour that Ford is considering moving the Land Rover plant to the US as a result of poor quality assurance coming out of the UK

2) My dealership gives me the impression that they can’t support customers properly as it’s a question of commericiality: they say that Land Rover doesn’t support after sales service adequately. It looks like Land Rover won’t come clean and help the dealers solve the problems. Do you think Land Rover supports the dealer network correctly and what processes are in place to ensure that the dealers aren’t caught between a rock and a hard place?

3) I have often given negative feedback when asked to by Land Rover’s Customer Services team – yet nobody has ever followed it up. Why ask when you never communicate with your customers – communication works both ways.

4) Why don't you tell customers ordering a new car with the phone kit that you have very long delays on the cradle accessories that you need to get the device working?

5) Is there a problem with the dealer network in Australia, it would appear there are many angry and frustrated customers down south. I am told that the CEO of Land Rover Australia doesn't (or won't) talk to customers!

6) Why did Land Rover not react to the cries of anguish made by haveyoursay.com? Why did both Land Rover’s PR Manager and their PR Agency not even have the courtesy to acknowledge the emails? This is no different to ignoring a letter of complaint from a customer.

7) What measures are Land Rover taking to communicate with their customers online?

8) Is Land Rover aware of any standard electronic problems with the Discovery or Range Rover or Range Rover Sport? If so what is the process to deal with these and ensure customers are not placed at risk?

9) What is the basic problem with this vehicle - is it design, manufacturing or is it customer service?

10) What measures are in place to maintain quality at the service centre level?

11) How does Land Rover monitor customer satisfaction. The fact this blog exists and is getting attention tells me there is an issue that isn't going away?

12) Have Your Say has attracted a number of people experiencing different kinds of problem (none of them appear isolated)- that would indicate some pretty fundamental QA issues wouldn't it?

13) Why does Land Rover market the availability of accessories and options when they are not available? (PTI Telephone Kit on first build vehicles as an example)

14) Is Land Rover Assist outsourced to a third party? Why do you think the Land Rover Assist representative hung up the phone on me when I had been stranded by my Discover 3 that had suffered electronic melt down.

We look forward to your answers.

Comments

[Andy Tribble]

It seems that I have missed my chance to vote for the Volvo XC90 as a replacement vehicle. My wife bought a second hand one and it has been totally reliable. It is a seven seater which is what you wanted. We have had it for two years and thrashed it.

It is also a big laugh off-road, I have taken it up banks so steep the towhook was digging in the ground, and the only issue is that the traction control on all four wheels refuses to let you wheelspin, you floor the throttle but the car choose the speed that it considers to be sensible, as a result you can't get mud up the sides.

Only one item on it failed by itself, the driver's electric window was a bit slow and creaky, the dealer fixed that.

Oh yes we also bought a second hand roof box and one of the struts that holds the lid up keeps popping out of its socket.

The satnav is generally excellent and covers all of Europe but for some reason has left off the Channel Islands, this was a slight let-down when on holiday in Guernsey.

There has been one recall to make the handbrake (which is in fact a third foot pedal) work more easily.

A few things have been broken by clumsy fingers, such as the plastic clip that holds the telephone SIM card in place, the dealer fixed that.

The wireless headphones for the DVD entertainment system are a weak design, children keep pulling the foam ear cushions off until there are none left. It also turns itself off and restarts when you use the starter motor, this leads to howls of protest if you've left them watching a DVD at, for instance, a petrol stop.

Also the 10 disc DVD library is annoyingly placed under the boot floor, not only does it gather grit but it means you have to unload all the suitcases if someone refuses to leave without their favourite DVD playing.

There are 'his and hers' ignition keys and the driver's seat has a memory system that motors the seat into the position you left it in the last time you drive it. However my wife is always mixing the keys up so it's annoying to unlock the door and see the seat motoring into 'her' position (can I blame the car for this?)

Although the heating/air con system is split into 2 sides, so you can have a chilled driver and a warmed passenger, there is a limit to the difference between them.

It has one expensive weakness for such an apparently tough car, and that is that the tracking on the front wheels can easily be knocked out of line if it is persistently 'kerbed', and this has to be corrected by a Volvo specialist. I now regularly check the front tyres for rapid wear as on two occasions it has gone down to the canvas on a narrow strip on the inside of one front wheel. (If I was the sort of person who never checked the tyres there could have been a nasty accident). I say expensive as the tyres ain't cheap and they have to be replaced in pairs.

The reverser warning system is excellent, the only way to hit things while reversing is by ignoring it as my wife found out. They ought to put a similar device on the front bumper as you can't see over the end of the long bonnet. Also on the sides and then it would be a gatepost warning system, you can tell the paint colour of our gateposts by looking at the car.

We did actually road test a Land Rover Defender some time back, however my wife had trouble finding gears, as she swept onto a roundabout without stopping (and in fact not in any gear) it was good to see the way that people moved to avoid it. It would even have been my first choice but she argued that just because I like roughing it I should not impose this discomfort on others.

Apologise if this is a long post, I just thought I'd give you suffering Land Rover owners a look into the alternative experience that you would have had if you'd got a Volvo.

[Saji Nair]

Hi
I have a Landrover Discovery 1997 and I am driving for last 27 months. I had 25 break downs. The problems like faulty Thermostat , Hose blown out (4 times), Over heating, Smoke from below the driver seat, Heat waves from below the gear lever, Front break failure, Carbon deposit on cylinders(sleek Vallve), Petrol tank leak, Roof leak, windows motor not working, Starting coil blown out, Oil leak,

The vehicle is only 6 to 7 years old. After sale service is nil. The dealer closed after few months after purchase of the Vehicle.
I am an unfortunate Landrover owner. My fate

Saji

[Dennett Jaques]

My car is a Discovery ESII year model 2000. This has been not just the worst car I have ever owned but the worst anything I have ever owned. It has cost me more in services that the original price of the car.

Just about everything on the car has failed at one time or another. Including all the complaints that others have posted.

DO NOT BUY ANYTHING FORM LAND ROVER !!!

YOU HAVE BEEN WARNED ...

[john]

Great Car No problems at all

[jon Hughes]

Ive just taken posession of my new Discover 3 V8 HSE, what a fab car. Makes my last td5's seem like tractors.
Its the same difference as the old mini and the new mini one. A totally different vehicle . I love it.

[Joe Blour]

This is the biggest heap of junk ever to be on wheels.

[Thomas]

I have a Discovery 2003 model, HSE and it is PERFECT. No major problems. Small issues solved by dealer quickly. Very happy with the car. wouldn't like to drive a car which has no original design and the off road qualities of the Discovery.
Thomas

[Darren]

I have a disco 3 purchased july 2006 new. No problems with car other than...I have just built a horse float and used LED lights. The self checking system in the car makes the lights flash like I have the warning lights on, even with the keys out of the ignition. Problem is the LED's draw little power thus show up the self check system. LR offered to fix for $500aud. I said I would change the lights. Thought their solution was rude. I have a few ideas how to fix but does anyone else have any experience.
Darren.

[johnny]

my sun roof on landrover discovery will not stop leaking

[Colin]

My Series II Millenium version TD5 has been great - except for the huge problem of a leaking swimming pool (Why does the disco have to carry a damn great puddle around in its roof) - nice sunny day and it's raining inside my disco - apparently an expensive replacement job.

[lisa]

my 2003 discovery drivers seat heater burned my butt yesterday, along with a hole to my brand new coat and a hole in my leather seat. they seemed quite casual when i called to inform them. they're taking it in to "fix the problem" tomorrow. say they'll replace my coat...we'll see

[Amy Harper]

I love Land Rover, but am currently in a nightmare. I have a 96 Disco, which has been super dependable. Only regular maintenance care & recently replaced the water pump. My husband bought me a 2003 Disco II for Christmas in 2006, which approx 46,000 miles. In January 2007, while driving the car it made a muffled pop noise & died. There were chunks of metal & oil underneath. We had the car towed home as the dealership is hours away. There was approx 52,000 miles on it, so no luck with a warranty.My husband figured it was the front engine cover/oil pump. I did some research & found that there was a technical alert issued by LR to it's dealerships titled "2003 Discovery Series II Oil Pump Failures" (T03 1201) on March 14, 2003. It advises that the dowel pins on the block do not align correctly with the oil pump. This in turn causes oil starvation & ultimately engine failure. It clearly states the defect is a result of the manufacturing error. From what I have read, LR dealers are being difficult in addressing these issues & in some instances won't even tear down the engine to show the cause, but won't cover it unless they are shown the cause. My husband pulled it apart & found the front engine cover/oil pump cracked. Upon removing it, the damage is extensive. We are not sure if the valves are shot yet. I called LR Customer Relations & advised of the issue & the alert. I was advised there are no recalls & to tow it to the local dealership (which is hours away) & have them look at it. I have called the local dealership in Encino , Ca & am pending a call back from the service manager. I did place a complaint with NHTSA. I believe that if LR was aware enough to issue an alert on the manufacturing defect which causes engine failure, they should do a recall.

[saddam sabbahabd al razak]

heloo i have i car of land rover in 1997 modelwith power engine 4.6 ,wnat to ask about the broblem i have in my care ,besfor 3 mounth the full i off and the car engin is off to form that time untill noe now my car is dont sart up plese do can give me advice to my car to strtup and for now i live in iraq in mousel city and becase the woare i we dont have a serves garage center in all our country plese help me .

thank for all the team group.

your new frend saddam s.abd al razak

[Loic (remove ".NOSPAM")]

I own a 1996 Discovery 4.0L V8. I had rust issues around the Alpine windows that the dealership refused to fix (at that time, the corrosion warranty was still active) because the vehicule had not been serviced at their place (I had bought the vehicule from a private party). In general, LR Dealerships in the US are not customer friendly. Parts are expensive, labor is very expensive, very often you get wrong diagnostic. I was told that I needed a new head gasket and a new airbag computer: roughly around $2500 for each job. I complained enough to have them clean a plug and reset the Airbag computer and did a valley gasket myself. Never again to a dealership (did I mentioned that they messed up the body of the Discovery _twice_ when I had the gas tank recall????).
Land Rovers require a lot of preventive maintenance. Not sure how they are now, but both my trucks leak oil (tranfer case, engine and gearbox), not a huge issue for me, but at those prices I was not expecting this.

[Chris verly]

Hi everyone, I've been living in France for the past 15 years, and I've had two Disco's (Series 1&2), a 1988 Range Rover V8, and currently own a 2002 Defender 90 "Technium" limited edition. I've never had any major problems with these cars, none that haven't been dealt with by my local dealer anyway. And yes, beleive it or not I'm going to buy a LR3.

[Sheellnurn]

The Right Choice: Obama

[jeremy]

Whats all the fuss about? I've just bought my third series3 disco each of the others has covered over 150,000miles and I've yet to replace even a light bulb.I also have a 1993 200 tdi auto that has covered almost 700,000MILES apart from routine service items one would expect to change ie pads, discs, tyres, exhaust, bushes etc it has never suffered any sort of failure.I believe that most of these cars faults are down to the nut that holds the steering wheel!

[bronpell]

Using Kids As Props In SCHIP Debate? You Betcha

[JHW]

Got a new a Disco 3 july 2007 and I have been driving it on road as well as off road for 15 000 miles. Mud and mountains. Not a single problem. Its a great car.

[jarpWero]

Global Warming Takes Center Stage

[Morton]

Have a Discovery 2 and Defender both TD5 both have 190000km on the clock!!! Probably the most capable and most reliable 4x4s i ever had would not trade it for the world planning to buy Disco3 after reading this i am more excited to buy it than ever before!!! i am going to the dealer this week!!! LRBEST4X4XFAR!!

[Georgie Rogers]

Hi All,
I am thinking about purchasing a LAnd Rover Defender, 2000 Wagon, 4 Dr, 5 speed, However, with around 160000kms. It has lots of xtras too.
However I am hearing that I should stay clear of this make due to faulty parts that give up after 70,000kms or so. Can any one suggest a more reliable review site?
Georgie

[Rochelle JOhnson]

I have a few lights on my control panel that won't go off (ABS and a few others), I took my truck to the dealer and they had the worst customer service skills ever and told me that it was just a sensor and to have it fixed would range from $300-$600.00. for a freaking sensor? Are you serious

[Andy]

Great car to drive, easily as refined as a executive car. Like any car things go wrong, but my experience of Land Rover and the dealers has been perfect. Just do a search on the XC90 and you will see that the early cars were plagued by faults and poor quality. If you look through the comments people have posted the majority are happy, which considerng most people only post to complain shows what a great car it is.

Give the Land Rover a try, the experience is great.

[Paul W]

I'm on my 3rd Discovery now. My first 200Tdi was fantastic fun and provided good service over 160k miles till the rust killed it.
My second Discovery was a 300Tdi ES which I converted to run on Veg. Yes the sunroof leaked and I have to replace the hub seals but this just points to the less than sympathetic care previous owners spent on it. The only breakdowns I had were due to work I had carried out so all in all I am very happy with it. I sold this with 145K miles on the clock.
My new one is a Discovery 2 ES. This car has been in the family since new and has had suspension air bags replaced and the compressor. Two weeks after taking it I have had to get the fuekl pressure release valve replaced because it leaked and a water hose started leaking. I love this car to bits and given GB's tax regime I'l probably keep this one for many more years.
Folk may moan about Land Rover reliability but from my point of view the worst car I ever had was a Ford Focus which broke down 3 times, had to have a new gear box and rear suspension. Thats bad considering I have had 2 Citroen BX's one which I am still using!
Paul

[Steve B]

Having owned a Disco 3 HSE for 18 months I can say without doubt that it has been a great vehicle,
However as of this friday i will be driving an audi.
Since taking delivery of the disco i have receaved the worst customer support from a main dealer that is possibly to imagine. £39k and they treat you like you have just brought a secondhand turd! no courtesy car, even after you book one, charging you twice for service,took 2 months to get the money back! leaving oily finger prints on the interior, scratches on paint work and to top it all after having the disco recovered because the sunroof leaked, either the landrover assist recovery firm or the dealership stole the satnav DVD and replaced it with a black market copy which didnt work, even after the police got involved nothing happened not even a letter of concern from the dealer or landrover. well its their loss and Audi's gain. Great car S#*T after sales service.

[T.Janes]

Have been unfortunate owner of RR TD6 HSE for 3 years. Numerous problems including, 4 wheel alignment out of true (twice) (now on third set of tyres),defective HDC (twice), defective suspension bushes (twice),defective power fold mirrors (thrice!),defective gear knob (twice) (buzzing),defective battery (took several breakdowns before eventually fixed),defective fuel injectors and injector pump,defective rear cv joint and driveshaft. Now on second Main Dealer, vehicle now out of warranty, and Land Rover customer disservices not interested! Will NEVER buy another Land Rover in my life. WHAT IS THEIR PROBLEM???

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