An owner sums it up....

One of the latest comments posted by Paul which I though I would feature because it sums up Land Rover's attitude so well:

I am sadly a Range Rover Sport owner but as it is essentially the same vehicle I thought I would add my experience. My vehicle has the same long list of on going issues concerning simple features simply not working and the dealer network failing to find a resolution over many visits. What has astounded me is the manufacturers complete lack of interest. The marketing is very much a "buy into the brand" campaign yet I have never suffered such contempt from any manufacturer. No reponse to correspondence or return telephone calls, just simply refering you to the dealer who is powerless to resolve your issue. I am convinced that their strategy is simply to ignore the customer for long enough and he or she will eventually lose thier tenacity. I am told that the customer service team is a third party resource which makes some sense of their absolute lack of any positive action and misleading comments. My vehicle has suffered unbelievable and clear cut legitimate warrant y issues which LR have simply refused to resolve. It has been simply astonishing. The one thing concerning the ownership experience I look forward to replacing it with a brand that understand that selling vehicle of this value means a modicum of care for their customer and the meaning of the word warranty. How sad.

Comments

[Joseph Kekana]

I have established that my LandRover Discovery 3 does not offer peace of mind. Our technicians in South africa are constantly waiting for orders or advice from the U.K meanwhile my car is parked at the dealership.LandRover South Africa dont seem to care about negative publicity, and their call centre workers are currently just recording my calls but not taking any action. Please assist me in making contact with someone in U.K who is responsible for the South african operation.

[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’ 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

[A-man]

I have a 2005 Range Rover HSE. The dealers have no interest whatsoever in customer service. they wouldn't even fix my nav beacuse i had aftermarket wheels!! that has nothing to fo with a nav!! they don't listen. I was left with 2 choices: sue 'em, or fix it myself(and a friend) i did both.

[Simon Rutherford]

I have been reading this forum over the last few weeks as an owner of a VW group product who is selling my vehicle as it istoo small for 7 people and following dreadful customer service from the local VW group repair centre.
Poole Audi have proved unfit to fix a wheelbarrow.
As such i have by passed the choice of an Audi Q7 with a new yet to be delivered discovery HSE 2.7 V6
I have to say my experiance of Land Rover so far has been fantastic.Whatch this space? Long may it continue!

[Simon Rutherford]

I have been reading this forum over the last few weeks as an owner of a VW group product who is selling my vehicle as it istoo small for 7 people and following dreadful customer service from the local VW group repair centre.
Poole Audi have proved unfit to fix a wheelbarrow.
As such i have by passed the choice of an Audi Q7 with a new yet to be delivered discovery HSE 2.7 V6
I have to say my experiance of Land Rover so far has been fantastic.Whatch this space? Long may it continue!

[jos]

Thats not good.

[Nick]

JUDGE FOR YOURSELF
Freelander Owner

1. 1st Month- center console lid broke off from the plastic hinges
Landrover told me that was an accessory not covered by my warranty.

2. Center Console Broke Again (2nd time)

3. Gas Cap Broke with the turn of the key- that was not covered under warranty.

4. Started the car with my engine running and shut the door- door LOCKED and I was locked out of the car while the engine was running.

5. Back Windows go down and up.

6. Rear Brake Lights go on and off. I work in a mechanics shop and am told the light goes on and off on the brake light.

7. Check Engine Light goes on and off.

8. The car is 3 years old and needs an overhaul on the engine $2,000 worht of work estimated by the dealer.

9. Sometimes the sunroof works and sometimes it doesn't.

10. The mechanics where I work told me that the windshield wiper scratched the front windshield leaving scratch marks on the glass in the wipers path..

Should I go on...Headlight bulbs break etc..

It is too bad that we are not protected better under the Lemon Law.

I have written letters to The President of Ford, LandRover America and there is no compensation for my time and aggravation.

They should know, "Time is money."

Landrover does not take any time to help once they sell the car- they could care less.

And I feel so bad for all these people driving Landrovers. If they had nothing else to do all day then to contend with repairs this would be the car for them (in all fairness).

That is just not me.

And the worst PART- All Landrover Technicians that I have spoke with - and they were numerous -also agree wiht how they are junk machines. PRETTY BAD.
I wish I could say I was complaining because I had nothing else to do but I really hope that people who read this strongly re-consider buying any car from

LANDROVER- DESIGNED FOR THE EXTRAORIDINARY ALRIGHT !

[Jon]

I was just about to consider a Randge Rover Sport as I had a BMW X5 for a while and was well impressed. I have owned Land Rovers before and I have to say they haven't been a patch on the BMW. I just stumbled on this site (Amongst others) that have done nothing but slate Land Rover and Ford, who are clearly in some Business Trouble... I now know I will be visting the BMW showroom next week for a New X5 and least I know it will also be worth something after three years when I come to change it too! THANK YOU FOR HELPING ME NOT A BIG MISTAKE! Sorry to those who have, Jon

[Kelly]

I met a Land Rover employee who told me that all the LR employees refer to the car as the Freeloader! Complete nightmare, lost tons of money and traded out of it while it still had the same problems. I can barely sleep at night thinking some poor other person will get stuck with it. If I could have afforded to have it crushed/compacted I would have. NEVER, EVER BUY A LAND ROVER, YOU ARE BETTER OFF WITH A HORSE AND BUGGY.

[Kelly]

I met a Land Rover employee who told me that all the LR employees refer to the car as the Freeloader! Complete nightmare, lost tons of money and traded out of it while it still had the same problems. I can barely sleep at night thinking some poor other person will get stuck with it. If I could have afforded to have it crushed/compacted I would have. NEVER, EVER BUY A LAND ROVER, YOU ARE BETTER OFF WITH A HORSE AND BUGGY.

[Rachel]

I have a Landrover Discovery 3. 54 plate, bought 6 months ago for £25,500. After 3 breakdowns due to "Systems Suspensions Failed" I have refused to drive the vehicle again. The vehicle is at the dealers, Im still paying the finance and Landrover refuses to help and Guy Salmon the dealer wont buy the vehicle back. Even though according to them it is all fixed. and will only offer £17,500 trade in. I believe it is inherently dangerous and wont put my children back in the vehicle. Has anyone else had this faul? Shortly after this message comes up on the computer the whole car jumps around like a kangaroo - very frightening!

[Falbeause]

Bourne is totaly worth store.com>cash then Rush Hour 3! I think 3rd part rearly as interesting as the first! But this was great!

[Huw]

Land rover r great now shut up and leave them alone they nver fail go off road in an x5 odear a light brezze it blowing me backwards thank you and goood day

[Martin Edser]

I have owned 3 Range Rovers, 2 Freelanders and 2 Discoveries.My current car is a Discovery 3 which I have had for over 2 years. All of my Land Rover vehicles without exception have been very reliable and never let me down. My local Land Rover dealer is very attentive and I have been surprised by the comments I have read as this has not been my experience.

[Trevor Ford]

I'm on my Second Discovery 3 and they are sensational vehicles either on or off road.

As an all round compromise between highway cruising, shuffling around town, towing a 2 Ton horse float or getting into the hard stuff off road, in my view there is nothing else out there that comes close.

Sure, there are a few minor hiccups every now and then (fault lights come on when there is nothing wrong) but turn the engine off at the next set of red lights and back on again and it's all OK.

Let's face it, all new cars these days (except the Defender) are bristling with so much electronic and computer wizardy that something inevitably has a fit every now and then. It's not unique to Land Rover.

As an Engineer (and not associated with the motor industry or any motor manufacturer in any way) I understand that anything can fail, and usually will at the worst possible moment. All of the manufacturers use outside suppliers and and you are just as likely to find problems with a BMW, Lexus, Audi, Volvo, VW or any other make.

None of the manufacturers set out to make or deliver vehicles with problems, but nothing is or can be perfect and it's the luck of the draw. There can always be a bad batch of looms, or fuel pumps, or suspension sensors, or whatever, delivered from suppliers to any of the major marques.

If you want to tackle the Australian Outback where everything needs to be fixed with a hammer or screwdriver and the nearest diagnostic centre is 2000km or more away then I agree the Defender is probably the choice - there is far less in it's package that can go wrong and hopefully Land Rover will keep it that way for those who need this back of nowhere reliability.

Here in Brisbane Australia I can only commend the level of sales and after sales service provided by South Side Land Rover - absolutely first class.

Would I buy another one? Yes, without any hesitation. And if funds permitted I would buy myself a new Defender for bush bashing and my wife a new Freelander 2 for local travel and messing around in the horse paddock.

[Roger Swainson]

I have a 2003 Disco 2 TD5 Facelift and it now has 130.000 kms on the clock.
Car was bought at Autohaus Avalon in Munich (Garage owned by Pendragon I believe). Car had a few problems like a new auto box at 30.000km, and many stupid manufacturing defects which due to my tenacity were dealt with. I wrote some pretty stiff letters to LR and got responses.
Biggest problem was this dreadful dealer who created most of the problems to their shame.
Aside from that, I am so impressed with this vehicle, (Honest John of the Telegraph eat your heart out!!) that I have brought it with me to Abu Dhabi by sea freight.
I have had new brake discs put on it, my decision, and a new catalyser.
The car has unbeatable seat comfort, excellent roadholding, excellent all round visibility, usefullness, reliability, style, strength, safety, and shear driving pleasure.
Even the rear seats are the best contoured compared with the new discos.
It beats any saloon anyday and it is paid for!
It does not clatter or rattle anywhere, and the door hinges are still strong. Well the door lock knobs do rattle when driven over a building site!
It still looks almost like new.
Is it possible you guys who traded your Disco 2's in for a new Series 3 didn't really appreciate what you were driving.
I met a young guy in Abu Dhabi with a 2003 V8 with over 100.000 kms on the clock. He has never had a stitch of problems with it.
Mind you, they were the heady days of BMW and Dr. Reizler!!!