Member Since: 18 Nov 2012
Location: Berkshire
Posts: 96
My 2010 HT died but LR Cust Relations & Dealer Great :)
I suddenly lost all drive when just 2 miles from setting off from home on Tuesday Its the first time its ever let me down in (coming up to) 2yrs ownership and nearly 8k miles (total mileage now 21600)
Up until that point there had been no real issues (although perhaps in hindsight clutch uptake had been slowly worsening and transmission backlash increasing) but I was able to select gears and select high/low range without particular difficulty. I pulled out of a junction moved into third and then lost all drive to the wheels. Coasted to a halt and with the help of a passing recovery driver managed to get moved off the road and into a nice wooded side road. Having two dogs with me on a very hot day this was at least a small blessing as we could all cool off in the shade.
Recovery still took longer than it should have though. Three hours later (after RAC roadside support (nice guy) and then (obviously!!) needing recovery (again a helpful young lad), I was at Guy Salmon Land Rover, Ascot. They have been great
Same day diagnosis of the splines having gone on the shaft from gearbox (is this the 'adapter shaft' I have subsequently read so much on here about?) and estimate was over £640 (P&L) - I no longer have a warranty
I asked if they (GS) would see if LR would cover some of the cost given the low mileage and full dealer service history. They asked but were told no.
Having then spoken to a few others (notably James French in Witney who were really helpful with their free advice too ) to get second opinions of the costs (which seemed fairly consistent) I decided to phone LR Customer Relations and try myself.
I have to say I have been really delighted by their professional and courteous response. The lady I spoke to (Alex) was really excellent. She took down all the details and promised to call back the next day once she had spoken to GS and escalated my request that LR cover at least some of the cost.
She called back as promised and confirmed that LR would cover the full cost in my case.
GS went ahead and the car was ready yesterday - just three days after its unscheduled arrival at their service centre and having to order the parts in (its mostly RR's in the dealership!).
Picked the car up this morning and its like having a new vehicle. Gear change is smooth, no drive train shunt at all and take up of the clutch is great. Had to check it was a Defender I was driving
Apart from a little problem with the handbrake warning light staying on when we picked her up (quickly fixed with adjustment by the GS techs which has itself also made a big improvement) and our HT is a delight to drive again.
So, after a really disapointing breakdown - for a reason that really shouldn't happen on such a low mileage vehicle thats been fully serviced and never really 'off-roaded' - I'm prepared to overlook the incident as my confidence in LR has been restored by their (Alex's) excellent customer relationship response and by the dealerships (Guy Salmons) swift attention to my problem.
To cap it all, the RAC guy, the recovery guy and the LR mechanics all said what a lovely 90 she is and how much they liked the Landy Glass Seems that Defenders have a keen following in many places. Oh, and GS washed it for me too
Just thought the story was worth sharing as there seems to have been a number of 2010 year vehicles having the same issue.
Fingers crossed that the problem is now solved on mine (at least for many many more miles)
26th Jul 2014 2:45pm
Happyoldgit
Member Since: 14 Sep 2007
Location: Norfolk
Posts: 3471
Excellent. Going directly to JLR can often bring good results Steve.
Owned numerous Land Rover vehicles of all shapes and sizes over the decades.
Current Defender: A non tarts hand-bagged Puma 110 XS USW.
[Insert something impressive here such as extensive list of previous Land Rovers or examples of your prestigeous and expensive items, trinkets, houses, bikes, vehicles etc]
Member Since: 26 Oct 2013
Location: Up North
Posts: 1535
Rather interesting that it took a customer to approach Land Rover Customer Relations and get a very positive response to cover the costs.
Meanwhile Guy Salmon's service team had apparently failed to plead a successful case on your behalf - apparently not much value in their specialist supplier relationship with Land Rover? I wonder if that call was ever actually made or if it was easier for them if the customer just coughed up the whole amount?
At least the final outcome was positive - enjoy your refreshed driving experience.
26th Jul 2014 4:31pm
110 John
Member Since: 11 Jan 2014
Location: Northumberland
Posts: 158
Thats a great responce from JLR just shows you if you want anything done do it yourself
27th Jul 2014 9:37am
GUM97
Member Since: 05 Feb 2012
Location: Cheshire
Posts: 3555
Re: My 2010 HT died but LR Cust Relations & Dealer Great
Vizsla wrote:
To cap it all, the RAC guy, the recovery guy and the LR mechanics all said what a lovely 90 she is and how much they liked the Landy Glass
Well, who wouldn't love the LandyGlass? (Not that I'm biased! )An engine to TDi for!
"Land Rover- Proudly turning drivers into mechanics since 1948"
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Its the first time its ever let me down in (coming up to) 2yrs ownership and nearly 8k miles (total mileage now 21600)
Steve.
26th Jul 2014 3:42pm
(Not that I'm biased! 
) An engine to TDi for!
