| Author | Message | ||
     John Lombos (Rover4us) New Member Username: Rover4us Post Number: 5 Registered: 02-2003 |
I tried to take my DiscoII in for warranty work 8:00 am this morning. DENIED. Reasons why?...it was one day past my expiration date. [I made my appointment a week and a half ago and this was "the first available" they told me] funny how they scheduled me on this day after taking my VIN number and hearing me say "I want to take it in before my warranty goes out". Good will? What is one day? NO-they said they would have done it if I bought it from them. I bought it from Bear Valley Land Rover in Alpharetta GA...right down the street from them. A bit of animosity towards their competition that is kicking their ass in sales? Just a tad bit. I called Land Rover Customer Care in NJ. Idiots! It wasn't even worth my time pleading my case. They are standing by the dealership. Nobody has given me anything that comes close to an intelligent reason as to why they wouldn't honor the warranty. Here are the reasons why they will not honor the warranty and/or make any compromise: 1) I didn't buy from an "authorized" dealer. 2)I am a day late (which happens to be a date they set. 3)The service manager says that I should have dropped the vehicle off ANYWAY, even though I didn't have an appointment. I asked "aren't you guys appointment only for warranty work?" he said yes and quickly followed with an idiotic "but". And how convenient that some of the stuff I wanted replaced was gonna run a couple of hundred dollars. I'm dissapointed that LRNA with its large following and long standing reputation and high priced vehicles would extend to me this horrible customer service and treatment. I've been TRICKED is as simple as I can put it. I'm very dissapointed. I've owned quite a few vehicles ranging from Mercedes, Acura,Lexus, Honda, Toyota...never had problems like this and treated this badly. Land Rover=first class sticker price and low rent customer service. | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 489 Registered: 05-2002 |
Not to sound like an ass or anything, but if you knew the rules (get it fixed by this date, or pay yourself) why did you except the date AFTER your warranty expired? Why didn't you call Bear Valley if they are just down the road? Or another shop? That delership is in business to make money. They don't make a lot on your warranty work. If you sign a contract saying your warranty work needs to be done by some date, why aren't you sticking to it? Should they honnor it if you're 2 days late? 4? 1 week? I'm sure you want them to keep honoring it forever. At some point in time, you sat down and agreed to a specific date warranty work had to be done by, and now you want it extended? I'm not for the dealership in any regard. But I've done the same thing you did with a busted radio. Just missed the warranty date on a Jeep by days because I didn't take the initiative and got it done sooner. You know what I realized? It was my fault for not doing it sooner. You say you called for warranty work a WEEK before it was up? How long has it needed this warranty work? Two weeks? A month? Did you call right the moment you found out it needed it? Truely? Ok, I guess I do sound like a dick, but the world following rules you agreed to certainly isn't their fault. pwc | ||
| Blue (Bluegill) Senior member Username: Bluegill Post Number: 1928 Registered: 02-2002 |
a contract is a contract yeah it sucks for you in this case welcome to life | ||
| Ken Tipton (Irish_nv) Member Username: Irish_nv Post Number: 77 Registered: 10-2002 |
remeber you get to carry all days you lost that your truck has been in for warrenty work in the past. for any days you lost due to warrenty issues go on the end of warrenty. I am sure you have had recalls on your truck. I read your owners manuel under warrenty and that's what it states unless I am misinterpurating it. Since all you need is a couple of days it is worth a try. | ||
| Chris von Czoernig (Chrisvonc) Senior member Username: Chrisvonc Post Number: 135 Registered: 07-2002 |
People like to think its one big happy family but the reality is that individual dealerships are looking out for their own survival. What incentive do they have to bend for someone that didnt even buy the truck from them? Dont get me wrong, it sucks, but contract terms are contract terms. Dont get mad because a dealership who you didnt buy the truck from wont treat you like a long time buying customer and cut you some slack. Cutting that close, you should have driven it up before hand and asked them to get the work done under the time line. At least it would have been on the lot in their hands knowing the clock was ticking. Give Ken's idea a try. Who knows. Chris von C. | ||
| Jeremy Katka (Jkatka) Member Username: Jkatka Post Number: 227 Registered: 02-2002 |
Chris, Peter, So it would be ok w/ you if had some failure on your rig say 3 weeks before your rig was due up for its warranty. You call the dealer and they say that cant see it for 4 weeks. You guys would just take it and write it off? Seems kinda ass to me. I must say out here in the PNW you have one dealership family. I am sure that they do get pretty backed up too as they do Jags now too. If he called _before_ the warranty was up and mentioned it would be warranty work, I figure they should have to do the work. There can be a big lag in when you make the app. and when your truck can "fit in" John did have a second choice it sounds like. He should have gone to the other place but any dealership as a agent of LRNA does have an obligation to do the work don't you think? JK | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 490 Registered: 05-2002 |
Jeremy, Jeremy, Jeremy, My misguided little boy. When did I say I'd just suck it up if the front desk said they had no appointments? If I had something fail with 3 weeks left, I'd do everything I could RIGHT THEN!! I learned my lesson. If I had three weeks, I'd call both local shops and try the normal way. If, when I knew I had 21 days left on the clearly stated warranty, they both said they could both only get me in on day 22, I'd drive in and drop it off in person that very day or week. Guess what happens then, the service record shows the date it was dropped off for work. They always give you an estimate sheet, right? Guess what *that's your personal record of when they got your truck....BEFORE the warranty expired*. If the service desk dude said no way, you start escalating up the chain. Bring your warranty and ask why the won't honor it. Document everything. Talk to manager after manager. Bring your cell phone and call the "head office" and explain to them. If someone did this very thing and posted it here, I'd be singing a different tune for them. Just the same Blue and I said it's a contract for their side....it's also a contract for yours. They have to honor it if you play by the rules. If not, do the American thing and take them to court. Now if only there was an independant Rover Service shop here in the Northwest that had good scheduling. pwc | ||
| Prescottj (Prescottj) Senior Member Username: Prescottj Post Number: 301 Registered: 12-2002 |
How many of you Washington guys realy FUCKIN hate Land Rover of Seattle | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 491 Registered: 05-2002 |
I don't mind them. I've never had to take my truck in there though. I also found it's not good to hate.  pwc | ||
| Prescottj (Prescottj) Senior Member Username: Prescottj Post Number: 303 Registered: 12-2002 |
I can be pretty hateful at times. I wonder why the sales asscoiates never where there safari clothes? | ||
| Jeremy Katka (Jkatka) Member Username: Jkatka Post Number: 229 Registered: 02-2002 |
Ok Peter I see your point. Drop your truck off a day early sounds fair. I mean what could happen at the dealership? They wouldnt leave your doors unlocked or anything while it sits on the street ;) I dont disagree w/ you about the fight but I am saying he contacted them before the warranty expired. I also thought they did not have an estimate sheet till a tech looked at the truck ie it moved into a bay. Dunno though seems a bit lame to me at the least. I am sure there are lots of should have, could haves but the dealership seems to have the upperhand on the control side of this all. I do agree w/ ya that its not good to hate. JK | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 492 Registered: 05-2002 |
You contacted them before the fact, but where is your authorization from them that they will do the work? As always, cover your ass if you work with someone who you want to lose hundreds of $$$ because you want warranty work. The one time I dropped off my truck, the front service guy who took my keys gave me a piece of paper with the estimate (Free, in my case :-) before the shop even knew it was there. And since it took the shop 2 days to even look at it, that front desk person is the one to know. I don't have my records handy, but I'm sure there is some listing of their responsibility on the back of that thing. Anyway... | ||
| TPH (Snowman) Senior Member Username: Snowman Post Number: 256 Registered: 12-2002 |
Doesn't it seem a bit too convienent that the VIN was given and then the appointment was given for the day after the warranty lapse? S- | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 493 Registered: 05-2002 |
Well, yeah, it does. So don't deal with a dishonest place if you don't have to (he said there was another place where he actually bought the vehicle.) So what if they give you an appointment for the day after. Demand better, it's up to YOU not THEM to watch out for you. I guess I'm just jadded about too many people in this country blaming someone else for their problems when it's within their power to have a positive affect on their own life. I guess my parents raised me too differently; that I'm responsibile for me, not someone else. And if he wanted the special service, why didn't he take it to the place where he bought it? I guess we won't hear back from John on this since we've done a good job of pounding him down. Sorry John, it's not you, it's anyone who complains of someone else doing them wrong when they had the ability to change it. pwc | ||
| Prescottj (Prescottj) Senior Member Username: Prescottj Post Number: 305 Registered: 12-2002 |
Peter you stated you would leave your truck at he dealer for 3 weeks. I don't know about you but I sure and the hell wouldn't leave my truck there. Have you seen the storage area for service vehicles at Land Rover Seattle? It's right smack in the middle of the absolute worst part of downtown. Right in the area where the bums hangout, crack is sold and prostitution is high. That's another reason I absolutley hate Land Rover Seattle. | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 494 Registered: 05-2002 |
Those bums don't hang out in Bellevue. Take it there. Plus, it's just a car and it's their responsibility if it's damaged. That's what I opine. pwc | ||
| Dean Brown (Deanbrown3d) Senior Member Username: Deanbrown3d Post Number: 504 Registered: 02-2002 |
I just called my dealer and asked for an appointment for my service engine light, and the earliest they have is in 2 1/2 years. Damn, that's just a couple of days after my warrantee expires. fuck fuck fuck. | ||
| Prescottj (Prescottj) Senior Member Username: Prescottj Post Number: 306 Registered: 12-2002 |
I'm pretty sure you sign something releasing them from any kind of liabilty theft, vandalism. But They cover stuff like a mechanic backed your truck into a wall. It's just a car, you say that now but you would be fuckin pissed if you came back to your truck and say your brush bar and hellas are gone. But I do use Bellevue when I get stumped on stuff I can't fix myself. Only had to use them once and I like them a lot. | ||
| Jack Edwards (Olered) Senior Member Username: Olered Post Number: 279 Registered: 04-2002 |
John if you took the truck to LR Buckhead, I can understand the attitude. They suck. They are rude. They don't care. They f'd up my friend's ACE pump 3 times and wanted him to pay! WTF? If it were LR North Point then I would say that's unusual. They've always been great. What was the problem anyway? It it was something simple, then suck it up and DIY. If it is huge, then complain. It took me 6 tries and 5 different VSS replacements to get the LR guys to finally give me a valve job at 49k miles. Talk about lucky. | ||
| Greg (Gparrish) Senior Member Username: Gparrish Post Number: 1068 Registered: 04-2002 |
Well, it seems to me that the dealer would want to do the work under warranty if at all possible as they do like to get paid for waranty work. Just look at your invoice/statement the next time you have something done and look at how well they rip off Land Rover for warranty work. I mean, 1 hour labor to install a battery. Great for the dealer. Lots of money for something that takes 15 minutes. However, the warranty abuse I'm sure keeps the truck prices up too. | ||
| John Lombos (Rover4us) New Member Username: Rover4us Post Number: 6 Registered: 02-2003 |
Wow. First things first-lets not get personal here and "Welcome me to life". I can see and appreciate where you are coming from Peter...but I think you've got me wrong. I bought the DiscoII a little over a month ago. There is nothing wrong with the truck. Just minor things that I think anyone would like replaced or even just looked at "under warranty". It comes with the price tag, it's free! Why not? In fact one of the selling points for me was it still had factory warranty. Everyone selling a Land Rover "used" advertises this! My main complaint is this. I was merely wanting it to go into Land Rover before my warranty was up. I think I have the right to do that. Nothing happened or broke on the truck "two weeks ago" or 3 or 4 days ago for me to call right then and there and demand an appointment. So I didn't "neglect" to call. I called the dealership, told the rep I wanted to take the truck in for that reason and told him I wanted to at that time because "I don't want any discrepencies getting in the way". My exact words. He got my name, my vin number, and proceeded to get me an appointment. "I've got you down for next week (Monday), its the first we've got". I show up..."Your warranty is up, we will have to charge you $85.00 just to look at it." I know that they are out to make money. Who isn't! And I don't want something for nothing here. I'm not a cheater. I just wish they would give me "just" reasons as to why they won't honor the warranty besides being a day late (which AGAIN-they set), and the fact that I didn't buy from them. A Land Rover warranty is a Land Rover warranty. And if my interpretation of this is wrong...then all those used Land Rovers for sale claiming factory warranty are wrong. Its not even about getting the car looked at anymore. There are extended warranties available and good ones at that. Have you ever been tricked by a retailer? Cell phone companies, satelite etc...I would expect them to quabble about contracts and raising service by $2.00 a month every month. I'm just surprised and dissapointed that big bad Land Rover would go this low. Thanks for the comments (even if you made me look iresponsible). I know we all don't know eachother on a personal level. Believe me-I'm all about accountability. And I think that is why this bothers me so much. Not hear from me anymore 'cause of this...NAH! I just bought my Rover and love it! I'm new on this board and would like to frequent it and receive info and input and hopefully lend some help myself. Thanks for reading. | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 495 Registered: 05-2002 |
John, thanks for the response. I was trying to not to make it personal, and beleive me I wrote a bunch of crap I deleted (isn't it fun taking your daily frustrations out on strangers? My wife thinks so ). But that Blue guy, well...he's had too much sun. So am I right in understanding that you didn't know when the warranty was up? If so, then it's unfortunate about the timing and it sucks they would do that to you, but that's still for you to check. I'd be pissed, but more so that I didn't check that first. As for not honoring the warranty, any rover shop can do the work. But I think what Chris was saying is true. Once you get outside the letter of the law (contract) then you have to trust people to be nice. If you didn't buy from them and from what Jack says about that dealership, they don't have to be nice at all. If what Jack says is true, then they obviously don't care about customer service that much or upholding a reputation. Which sucks, but all the shops are independant (more or less). It's not Big Bad Land rover going that low, it's one shop with bad customer service and no reputation to care about (my personal take without ever having been to Georgia). Big Bad Land Rover sets up contracts to make sure they aren't completely screwed when their trucks keep breaking for years and people bring them back 6-10 years later. You have to stick by the contract because they do too. The story would probably be different if you had taken it in to the other shop a day later, explain the scheduling in a pleasent tone, explained you got the thruck there and would prefer to get it serviced there from now on because the other place sucks (don't give explicit reasons)....well, they might have been more understanding. Once it's off the warranty contract, it's give and take. Greg, Admitedly I don't know completely how they get paid on warranty work. I don't know if it's like health insurance where they'd rather charge the insurance company than you because it's easier to get money from them. Maybe, based on Jack's comments, this place doesn't have such a good reputation with the head office and getting warranty work paid for. Who knows. Prescott, well, I'd be happy if someone stole my Hellas since I don't have any and could get another pair. Seriously though, I don't have the original work request with the disclaimers on it. If someone has that, it would help a lot to see what they are responsible for. I know they wouldn't be responsible for personal items in the truck, but it's also their responsibilty to make sure it is returned to you in the state, more or less, that it arrived in. And no, I wouldn't be fucking pissed. I rarely get fucking pissed about my truck. It's just a truck with stuff attached to it. It would suck, and I'd be mad, but the world's full of victims and I sure don't feel like adding the crying about material stuff breaking (no offense meant to John, just stating my point of view, which you're all probably tired of hearing by now). pwc PS Dean, you should have called 2 years ago, before you bought it. | ||
| John Lombos (Rover4us) New Member Username: Rover4us Post Number: 7 Registered: 02-2003 |
There are a lot of good points people have made. Peter-I included LRNA because they were involved in the process. They spoke with the dealership and reviewed the situation. Jack-you are right about LR Buckhead! They're rep is well known too! Thats why I called North Point. In fact I was given the service rep's name by someone. Oh well, all is good. I'm not gonna sweat this anymore because there is a whole lot of grey area to deal with; a lot of could haves and should haves and maybes. Funny thing is, the service manager agreed with me. I never did like grey areas! I am looking into "Service Master" extended warranty. Kinda pricey ($2995) but a lot of peole reccomend them. I just wanted to vent. I still think that the whole thing is unjust. Oh well, you win some and you loose some. | ||
| Jack Edwards (Olered) Senior Member Username: Olered Post Number: 280 Registered: 04-2002 |
Trust me/us. Save your money and place it into a "if shit breaks" account. You'll be happy that you did. | ||
| Jaime (Blueboy) Senior Member Username: Blueboy Post Number: 544 Registered: 02-2002 |
as an alternative, you might also want to check out Easycare http://www.easycare.com/ Easycare is the name for the family of service contracts provided by Automotive Protection Corporation. APCO is a wholly-owned subsidiary of the Ford Motor Company. and no I don't work for APCO or Ford although I almost did at one time. Jaime | ||
| Blue (Bluegill) Senior Member Username: Bluegill Post Number: 1931 Registered: 02-2002 |
a contract is a contract yeah it sucks for you in this case welcome to life | ||
| John Lombos (Rover4us) New Member Username: Rover4us Post Number: 8 Registered: 02-2003 |
Blue-WTF? Do you work for Land Rover or something? or are you someone who trolls BBs to start shit? I think if you read where the thread has gone...you'll find that it has moved on. Thanks for playing. Sheesh. Jaime-thanks for the link, I'll look into it. | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 502 Registered: 05-2002 |
Blue = 1931 posts. Yeah, he's just a troll. He's also not good at typing so he copies and pastes stuff. You can find where most all his posts are from if you just cut and paste them into the search. You will find them in the archives. My next prediction is he'll use the Shaddup' Peter graphic. Anyway, I think we're done here.... pwc | ||
| Blue (Bluegill) Senior Member Username: Bluegill Post Number: 1936 Registered: 02-2002 |
Just yankin your chain John. I've been worked over worse than you by the dealer. No sympathy for the devil from me. But at the same time, a contract is a contract. I write contracts all day, and you put shit in writing for a reason. Did you get screwed over? Hell yes. Is the contract black & white? Hell yes. Personally, I'd go open a can of whoop-ass on the motherfucker who screwed me...but that's just me. -Blue, the abusive troll | ||
| John Lombos (Rover4us) New Member Username: Rover4us Post Number: 10 Registered: 02-2003 |
Cool. I know where you are coming from. I guess thats why it says "New Member" under my name I'm still learning how everyone plays on this BB. Hmmm....whoop-ass...prolly not a good idea since I've had a lot of stuff penned up now for about a year. Something you really should release out in the woods by yourself where you can't hurt anybody. -John | ||
| Blue (Bluegill) Senior Member Username: Bluegill Post Number: 1937 Registered: 02-2002 |
cool and thanks for highlighting # of posts Peter...that's pretty damn embarrasing. Ho, Kyle, or Axel, can you roll back my clock? | ||
| Peter Carey (Pcarey) Senior Member Username: Pcarey Post Number: 503 Registered: 05-2002 |
1937.... Just register under a different name. This time make your NAME Bluegill and your logon Blue. ohhhhh, that'll trick 'em. | ||
| Dan Watson (Dwatson) New Member Username: Dwatson Post Number: 4 Registered: 02-2003 |
Well I had a Sidekick a number of years ago that developed a problem 400 miles out of warranty that Suzuki agreed to fix at no cost. My wife’s cousin had a Saturn that broke a valve spring retainer that caused thousands of dollars worth of damage almost 2000 miles out of warranty that they covered. Almost insisted on it as I remember. And the service rep at my dealer wonders why they don’t sell more rovers in the US. They need to realize that customer service isn’t a cost as much as it’s an opportunity. | ||
| Blue (Bluegill) Senior Member Username: Bluegill Post Number: 1943 Registered: 02-2002 |
right on Dan. Maybe LR doesn't have a rep for stellar product quality or customer service because...well...because they don't have stellar product quality or customer service. | ||
| Jaime (Blueboy) Senior Member Username: Blueboy Post Number: 550 Registered: 02-2002 |
also feel the individual dealership has a role in this as well. the LR service group in Tulsa is an absolute joy with which to work. they overnighted a part for me to make sure my LR would be ready as promised and there was no additional charge. actually consider myself very lucky as the dealership in Pittsburgh leaves a lot to be desired. Jaime | ||
| R. B. Bailey (Rover50987) Senior Member Username: Rover50987 Post Number: 299 Registered: 07-2002 |
I think you are all right! Ya, you should have dropped it off before the warrantee expired. And yes, LR should have honored the "warrantee" a day after - any true service company would. We would all run LR differently if we were in charge. The fact is they are shooting themselves in the foot. Personally, I won't buy a new LR untill they get CDLs back in them. Wouldn't it be great if we could order our Discoverys? "I would like a Tdi, CDL, and.... | ||
| Gil Stevens (Gil) Member Username: Gil Post Number: 207 Registered: 02-2002 |
Greg wrote: "Well, it seems to me that the dealer would want to do the work under warranty if at all possible as they do like to get paid for waranty work." The thing is that even its 1 day out.. then the dealer does NOT get paid. Also, the dealer does not arbitrarily "set" the warranty date. It is "set" at 4 years to the day from the date it is picked up brand new. This whole thing sounds kind of shady, and if its only 1 day, they probably should have honored it and just back-dated it. |
