I am at war with Land Rover HQ
Article Submission From Land Rover Hell
Name: Jan Champney
Title: I am at war with Land Rover HQ
Article:
This is a copy of a letter I sent today to the Managing Director after sending a similar version to Customer Services on 1st March 2010 and not recieving a reply. I think the letter is self explanatory..
Re: Land Rover Discovery
I am writing to complain about the low level of service I have received from Land Rover in respect to the above vehicle.
I am a self-employed consultant who travels across England to undertake contracts in my client's own premises.
I live in a rural area 30 minutes from the nearest public transport and have three children. I also own seven horses kept at a livery yard 15 minutes drive from home.
As you will therefore recognise, I am totally reliant on having a car to undertake my work and to live my life.
At the time of writing, I have been unable to work for 8 weeks. As a result I have experienced a combination of severe financial difficulties and the related stress, compounded with the inconvenience derived from not having a car to undertake the commitments related to my children and horses.
This is the story to date:
Jan 101h 2010: My Discovery broke down for the third time since August 2009 and was taken by rescue service at the expense of my insurance company to XXXXXXXXXX, Dorset.
The mechanics prescribed the fault as a failed valve within the filter housing and referred it to XXXXXXXXXXX, XXXXXXXX who are an independent Land Rover specialist repairer with over 30 years of experience.
Jan 13th 2010: The vehicle was delivered to XXXXXXXXX and part - WJN 000030 was ordered from Westover (Christchurch) Land Rover, the local main dealers. They advised that the part was on 'back order' with an expected delivery of 29th January.
I was advised that there were no available parts in the UK so there was no alternative but to await delivery.
Week ending 29th January 2010: I contacted XXXXXXXXXX for a progress report. They were again advised by Westover (Christchurch), that the part was still on back order and delivery date had been put back to the 26th February. Again I was told there were no other spares in the UK so 'to be patient'.
22nd February 2010 am: I contacted XXXXXXXX for progress and to ask when my car would be ready for collection.
To my anger and distress I was advised delivery was now the 12th March, but Westover (Christchurch) had also told them to inform me 'not to expect delivery until at least the middle of March'. Hearing I would be without my car for a further four weeks I aksed for the contact details of Land Rover customer services.
22nd February 2010 pm: I telephoned Land Rover Customer Services Centre and updated Mr XXXXXX about my experiences related to Land Rover's after care service.
During this telephone call with Mr XXXXXX, I was cut off three times, the computer system went down three times and I had to ring back at my expense several times each time having to repeat the same information!
I stressed both the financial problems and inconvenience that I have experienced since not having my car and the impact upon my business and home life.
He advised me it was the repairing garages responsibility to provide me with a courtesy car and advised me Land Rover were unable to provide one to me.
He stated he would put my requirement at the top of the list and promised to locate a spare part.
24th February 2010: Mr XXXXXX contacted me to inform that a spare had been located and it would be delivered to XXXXXXX on the 26th February via Westover (Christchurch). I understand he also advised Westover (Christchurch) to expect the delivery, advising them to forward it to XXXXXXXXX immediately.
I informed XXXXXXX of the news and as a result, my car was booked in for repair on the afternoon of the 26th with the completion date to be no later than the 2nd March.
With this information, I went ahead and booked work with clients based in London and Essex on the 3rd and 4th March.
26th February 2010:
10.00: XXXXXXX rang me and informed me that the part had not arrived.
10.15: I contacted Mr XXXXX who informed me that 'he was aware of the situation and he was 'trying to locate the part as it was lost'.
13.30, Mr XXXXX re-contacted me to say the part was lost, but he hoped to find it and send it on 1st March.
16.00 Mr XXXXXX rang again to say part was untraceable. He hoped to locate one for delivery middle of week beginning 1st March. He apologised for the inconvenience and suggested I ask XXXXXXX for a courtesy car!
He promised to ring me on 1st March 2010 to update me with any news.
1st March 2010
13.30: I contacted Mr XXXXXX. He told me he had been in meetings but intended to chase up the situation in the afternoon.
16.00: Message left by Mr XXXXXX on my phone to say the parts department were still unable trace a part. He would contact me when one is located.
4th March 2010
Mr XXXXXXX rang me. He informed of the following:
.
He was still unsure of when I would receive the required part for my car and apologised - he said he had tried to do everything he could.
.
Land Rover Parts Departments had assured him it would be possible to fit a non-Land Rover part to my car and I should instruct my garage to do so.
.
Land Rover Parts Department had informed him that the reason for the delay was the age of my vehicle - it is old (W reg/2000).
My responses to Mr Britpal for each of the above was as follows:
.
Was the part he had originally sourced 'fiction?' If not, he should be able to source another one.
.
Had he located where the first one that 'had been sent' had been delivered to?
.
My garage had already tried on a number of occasions to source a non-Land Rover spare but due to the non-existence of the Land Rover versions there are no non-Land Rover versions left.
.
My car is 10 years old! Is it a good idea to inform a Land Rover customer that once their vehicle reaches ten years old it will be unable to get spares for it - and I should resign myself to having to scrap it?
On hearing this I suggested he say no more in case he said anything else he may regret for inclusion in this letter.
In summary:
The 'loss' of the part on 26th February summarises my dealings with Land Rover and is both inexcusable and farcical.
My mechanics are helpless to repair my car without the part and Land Rover appears unable to source or supply one.
It is impossible to adequately describe the stress and frustration I have experienced in the last 8 weeks.
As a result, I am writing to request compensation in recognition of both the financial and emotional stress I have experienced as a result of Land Rovers complete inability to provide the level of after care service expected of a company of its size and reputation.
Compensation requested:
Loss of earnings:
.
The Jan - April quarter is traditionally the busiest for my company and I rely on it as the foundation for my annual earnings.
During the same quarter during the years 2005-2009 my weekly earnings are an average of £XXXX per week.
During the same quarter in 2010 I have earned £XXXX - less than I normally earn in a week!
Compensation requested (to date): £XXXX
Road tax
.
Had I known the length of the delay I would encounter from the original breakdown to now, I would have informed the DVLA and taken a statutory off road notice (SORN) for 2 months of road tax.
As it is, the car remains taxed (and on a garage forecourt) and is due to require re-taxing in April - if and when it is ever repaired.
Compensation requested: £XX (to increase at £XX for each month rising to reimbursement of the full cost of re-taxing if not repaired before road tax expires)
Cost of repair
.
When a part is eventually supplied I will be expected to pay for the repair. Given the severe financial impact arising from the situation I no longer have access to spare cash. T. Johnsons have advised me that the cost of repair will be between £XXX and £XXX.
I believe that Land Rover should meet the cost of the repair.
Compensation requested: £XXX-XXX (to be paid to T.Johnsons upon completion of repair)
Courtesy car
.
At the time of writing I have been without a car for 8 weeks. At no point have I had or been offered a replacement vehicle.
On several occasions my husband has taken annual leave in order for me to have access to his car - this situation is not acceptable or able to continue.
I understand Mr XXXX asked if Land Rover could supply one but the request was rejected.
Compensation requested: A courtesy car to be provided immediately until my car is repaired to start with immediate effect.
Emotional stress and inconvenience
.
In addition to the above, I have a good claim for additional compensation to reimburse me for the inconvenience and stress related to the last 8 weeks. I have had to borrow money from my family and sold very personal objects in order to pay the mortgage and feed my family.
At this time I am not requesting additional compensation to that detailed above. However, If the situation is not resolved quickly and I have to resort to the actions listed below, further compensation will be included.
In summary, as a result of Land Rovers inability to firstly supply and subsequently 'misplacing part WJN 000030' I have experienced:
.
Severe financial stress due to my lack of earnings
.
Emotional stress due to the length of the situation
.
Ongoing inability to plan or progress any new work due to not knowing when repair will take place
.
Damage to the reputation of my business
.
Inability to attend home/family/school events
.
Wasted time spent making/chasing telephone calls, writing letters, etc in an attempt to resolve the situation
I am sure you will agree that it is totally unacceptable for ANY car owner to have to wait 8 weeks for a spare for their car. This is even worse when the car is backed with the international reputation and size of a company such as Land Rover.
I am a member of an equine forum which includes hundreds of Land Rover owners and as a result of my ongoing saga these people are already aware of the appalling customer care I have received and will now think twice about buying or replacing their Land Rover cars. I know you will agree this is very poor marketing and not the picture Land Rover would want to promote.
If in the next seven days I do not receive either a response to this letter/and or a satisfactory offer I will have no alternative but to:
.
Contact my solicitor in order to pursue a compensation claim in the small claims court.
.
Inform my local newspaper, The Bournemouth Echo ( where Westover Christchurch are located)
.
Send copies of the case history to the BBC television programmes, Watch Dog and Top Gear
.
Approach BBC South Today and Inside Out production teams
This additional negative publicity will reflect badly upon Land Rover's reputation as a company who looks after its customers.
I am very disappointed to find myself in this impossible position, but I have been left with no alternative but to write and ask for your involvement.
In reference to both the poor customer care from Customer Services Centre and the inability of your spares division to supply and then 'lose' the part, I look forward to hearing how your company intends to compensate me.
With best wishes,
etc
Comments:
Enjoyed this Article?
Please share with other or add to your favourites.
