Diff failure.

[RVRSRVC]

After removing the roof rack, I became aware of a noise that sound like a worn Wrangler HP. Michelin Synchrones had about 1200 miles on them. Balanced and rotated and the noise didn't change or move to another part of the car-still from the left front.

Dropped by for a test drive to confirm the noise, opted to leave it as one of my customer's cars in for service was available (they wouldn't give me a loaner! I know I didn't buy it from them, but I did buy from their customer, who has also purchased 15 Rovers from them in the last 8 years. Plus, I am a fairly huge contributor to their parts department, and I've put probably 3 sales through their doors. Didn't expect anything but thought maybe goodwill....)
I digress: Hadn't heard from them in over a day-I was told they weren't very busy-so I called and they've condemned the front diff. Intially, said it was on backorder and I could drive it around if I wanted to but don't leave town/ pull a trailer/go off road.

So, what are your thoughts on the warranty and loaners? If basically I can't use the car for all of the reasons I bought it, they had no answer for how Roadside Assistance would handle the trailer issue on a breakdown, and since the parts are on backorder, should they step up to the plate?

FYI, I was on the phone with the parts guy on another matter-buying parts for a P38a-and he mentioned that a diff had become available, but there was an issue with getting authorisation for the repair. Can't wait to hear what this is. I'm even preparing for being told this is somehow my fault. And how much it costs.

Fix and trade it on a p'up? I'll bet I can get a good deal on a diesel.

 

[rmuller]

So, what are your thoughts on the warranty and loaners? If basically I can't use the car for all of the reasons I bought it, they had no answer for how Roadside Assistance would handle the trailer issue on a breakdown, and since the parts are on backorder, should they step up to the plate?

I hate when dealerships dont give loaners. That is the main reason I stopped going to the dealership as they wanted to rent me a car. My sister just picked up an LR3 though and they said that they changed their policy and give loaners now.

 

[RVRSRVC]

I've been told it's the owner's call on this situation. I'm sure if I made a stink w/ LRNA, I could get some satisfaction.
All I wanted was a little goodwill.

 

[RVRSRVC]

Diif's supposed to be available by Friday, and a few more days I'm sure to fix it. I've got this gnawing feeling in the pit of my stomach that it'll come back not right. Plus, after three failed attempts to get my title work taken care, I have an expired temp tag. And the promised overnight delivery for the previous month, the previous Friday and this past Saturday have all failed to materialise.
I just knew that buying a modern Rover was going to be exciting...

 

[Flip]

Who and where did you buy the car from? If you didnt expect a loaner to begin with then why are you worrying about it? Usually the only time people worry about things not being covered under warranty is when they knowingly had some hand in the destruction of the vehicle. I do know that most dealerships, due to the cost of the loaner program, do not offer loaners to customers (especially warranty work becuase it doesn't pay shit). Thats why I ask about the purchase details of the vehicle. Even if you do buy alot of parts the parts department doesn't pay for the loaner vehicles. It is in all cases I have ever seen in any car line paid for by service, sales or both.

 

[RVRSRVC]

I bought the Rover from a mutual customer, who has bought 15 Rovers from Harrisburg since 2000.
The tag and title work have nothing to do with H-burg. My customer was disappointed with the way he was being treated by H-burg, and bought an '06 322 from a Ford dealer in North Carolina. I paid that dealer for the 322 instead of paying for the D3 directly. They were responsible for the paperwork and dropped the ball.
Why am I worrying about it? Well, if the loaner policy is up to the individual dealer, than I think some consideration and/or goodwill COULD have been offered as this was, in my view, an extra-ordinary failure.
It's not like I wanted a loaner for a regular service. I think I can understand and accept the loaner vehicle policies: But the customer (me) has been in twice for this complaint, the service advisor recommend that if i wanted the Rover back now to not leave town, tow anything or take it off road, and that the parts (now due Friday) were on backorder.
Jacob, do you think goodwill is an un-reasonable want or concept in this case?
I had brought this to the service department on previous occaisions and was charged addtional labor to address the problem-tire balance and rotate on 1200 mile old Synchrones- without any change. Unless using the car as a mode of transport for the 3500 paved road miles (of the total 35k )since I bought it, I doubt I had anything to do with the failure.

 

[jwest]

I bought the 07 LR3 in NC but both dealers in Seattle have offered loaners, although via their proceedure of you renting through in-house Enterprise but at no charge. Maybe there's something about having bought it "from" LR in general and not private party?

 

[RVRSRVC]

Could be. I run an independant Land Rover shop and I don't have any employees, relatively low overhead; I don't really have a loaner to offer-don't want the liability-but if a customer has a problem, I try to accomodate them as much as possible. Ride to the train, borrow something to go to the local golf course, but not an actual loaner. And sublet to Enterprise makes sense (although there isn't one near me.)-vehicle insurance and liability on the customer and reimbursement later.
I've used a local tow company to move cars for me when I have to sublet something-no second person to drive. Or I use my trailer and do it myself, but it's cheaper to use the towing company. (They charge $60/hr which is less than my hourly.)
Whatever. I'll post when it's back together to see if the diff fixed the problem!

 

[Flip]

At my dealership we handle it on a customer to customer basis and if we have one in stock generally speaking everyone gets one. Land Rover corporate's standpoint is worded so that they support loaners for customers who bought the car at your dealership that are still under warranty.

 

[D Chapman]

At my dealership we handle it on a customer to customer basis and if we have one in stock generally speaking everyone gets one. Land Rover corporate's standpoint is worded so that they support loaners for customers who bought the car at your dealership that are still under warranty.

......and I do not wish on anyone that they receice a Ford 500 as a loaner.

 

[Flip]

That was out of my hands but I do hate the 500 as much as you do. In fact I ran a disco into the gold one just the other day and cracked the grill.

 

[D Chapman]

That was out of my hands but I do hate the 500 as much as you do. In fact I ran a disco into the gold one just the other day and cracked the grill.

That car was a total turd, lol. Kept stalling when it was cold, looked like shit, rode like shit.....kind of embarrassing to be seen in, too. But, it's far better then the alternative.

 

[cptyarderho]

Who and where did you buy the car from? If you didnt expect a loaner to begin with then why are you worrying about it? Usually the only time people worry about things not being covered under warranty is when they knowingly had some hand in the destruction of the vehicle. I do know that most dealerships, due to the cost of the loaner program, do not offer loaners to customers (especially warranty work becuase it doesn't pay shit). Thats why I ask about the purchase details of the vehicle. Even if you do buy alot of parts the parts department doesn't pay for the loaner vehicles. It is in all cases I have ever seen in any car line paid for by service, sales or both.

Jacob, he won't say it but Trevor is one of those stand up guys around here. He helps keep the hobby moving. Taking care of him would be a good thing for a dealership, but they often do not see it. Not slamming you, just letting you know.

 

[RVRSRVC]

Thanks, Chuck!
Maybe that's all it is to me: I didn't want to make a scene or rock the boat at H-burg as I still am going to do business there. I just wanted to be recognised as a Land Rover playa!
Trevor

 

[flyfisher11]

This thread has reminded me of what a dealer is suppose to be like. A few years ago before I retired from the military we were living in Delaware. My wife bought a Volvo XC70 used up in Pennsylvania (somewhere north of Allentown) at a used car lot. She had shopped around on line and found this one. It was a 2002 with relatively low miles. Anyway we had the car for about a month when we went on leave back home to Western NC. While home my wife was up at her mom's house near Mt Mitchell (out there) when the tranny gave out. She called Volvo's 800 # and they gave her instructions on what to do. They were very helpful. There is a longtime Volvo dealer in a nearby town that would handle it. The car still had some factory warranty on it btw. She called the dealer in NC and they immediately sent a tow truck picked it up and took it in to their shop. Volvo authorized a rental which we got and used while on leave. The dealer Hunter Volvo Hendersonville NC let us know that the transmission needed to be replaced and it was on order. My leave was coming to an end and we needed to get back up to Delaware. The rental was only for the immediate area and we were stuck. I talked to the service writer at the Volvo dealership and let him know our dilemma. He said he'd see what he could do. Well that ole boy called us up and told us to come by that they had a loaner for us. They gave us the keys to a brand new at the time '06 Volvo XC70. He said drive it home, use it, whatever you need, and that they would deliver our car when it was fixed. We couldn't believe it. We didn't even have to beg LOL! Anyway about a week or so after we returned to Delaware (600 miles away) a guy gives us a call and asks for directions to our house. He delivers our car right to our driveway, we swap keys, and off he goes. Now that is Fucking service!!!!!!!!!! Why can't more dealers do this. Oh and btw, when I retired form the service and moved home, guess where I bought a new Subi? Hunter Volvo Subaru that is who. I will do business with them again too. That is how it is suppose to work.

Cheers,

Mike

 

[RVRSRVC]

Mike, that sounds like a great experience and I think it would be great if more people could share a story like that. My wife's '01 Subie has been very good to us for 130k miles, and so has the dealer network (with a broken radiator and a noisy short block replacement.)
An update on my D3: It's been 2 weeks since it was determined that the differential is failing and a month since the first visit about this issue where I was told it was my new tires.
Still no parts. I did pick the D3 up as the dealer had said that I could use it (as long as I don't go off road or leave town!)
Jacob, chime in! I like to continue our dialog and hear what you think about this situation at this point. Yes, H-burg said it was okay to drive until the parts show up; how comfortable would you be knowing that a major driveline component is failing, and could POTENTIALLY become a major breakdown? IF it fails while driving, then it becomes a major hassle for everyone, starting with me. And the potential for collateral damage?
My wife, Andrea-whom I think is a fairly sharp gal- thinks I know too much about what COULD happen and should step back and let it work out for itself-stop worrying about the what-if's and let LR deal with whatever does or doesn't happen on their terms.
Seems reasonable.

 

[DiscoNDixie]

I have always enjoyed CPO (Certified Pre-Owned) Porsche, Audi and LRs. Both Porsche and Audi would provide loaners, but not always of a like vehicle. Like when I would take my A6 V8 Quattro in, I could also always count on getting an A4 mid-line. Not a big deal, but the A4 is small and made it tough for business trips. Porsche never had a Porsche for loan and it was often a sibling (Audi, VW) or a trade in they had on hand. Now the LR dealers had a couple of loaners you could request and if they had it you could sign up. I did once and then they presented me their moving billboard (LAND ROVER OF XXXXX COURTESY CAR) Not exactly what I had in mind. How about change the signage to MY LAND ROVER IS BROKE, PLEASE DONT LAUGH AND SAY I TOLD YOU SO.

I am alsways amused when I am getting service and waiting at the dealership. Invariably a sales person will amble over and ask an opening question, then once they find out you are there for service, they retreat to their office. Why? This si the perfect time to talk to me about a new one, right. Better yet, when I took my RR Classic to the dealership ( I rarely do and I normally work on it myself) the salespeople scatter. I guess they think that owning a $5k Classic does not fit the profile of a likely buyer, of course they never heard of people owning more than one. Try pulling up to a Porsche Dealership with a 1995 968 and you will likely be engaged by salespeople, mechanics and other customers for as long as you are willing to talk. I just thought the differences to be very interesting. DnD

 

[Flip]

If you were at my dealership and I think Dan and whoever else is on this board would agree that we give you a loaner and tell you to keep it until we fix your car. If you trust your service advisor then go for it. If the car breaks call the dealership/roadside and I'm sure you'll get taken care of. Unfortunatley if the car does break you lose the time it takes to get everything squared away.
DiscoNDixie: most land rover salespeople dont know anything about the vehicles and scatter like roaches from service customers because they've caught an earful from angry repeat customers about what a piece of shit the car/service department is. We just hired a new guy here and I told him to leave the service department alone so he didn't make an ass of himself. He doesn't know the difference between a full size and a sport (yet) so you can imagine whats going to happen to him the first time he starts asking a p38 customer about their EAS or something of the like. Personally I love talking to service customers because I know the cars and can generally keep the conversation positive about their car and the level of service they are getting.

 

[RVRSRVC]

Diffs done and it's replacement solved the original noise. Now, I have a groan from the LF when backing up, only one time, at the end of the driveway steering to the left or right.
And it pulls right travelling forward over 20mph.
Other than that, it's a job well done.

Leaving for Moab in the morning, so I guess I'll give Harrisburg another try when I get back.