 | Home > Land Rover Customer Relations > land rover wonderful customer relations -NOT |
 
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| Riccarton Member Since: 10 Aug 2015 Location: Gods' Own Country Posts: 280   
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4th Dec 2015 7:19pm |
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| Ryderoo Member Since: 28 Aug 2015 Location: South Bucks Posts: 1655  
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^^^+1. It does what it says on the tin, as they say "you cannot polish a turd but you can roll it in glitter" Just don't moan when some of the glitter drops off  Cheers Simon
I can explain it to you, but I can't understand it for you 2015 Urban Truck 90 XS Santorini Black Hard Top - Reluctantly gone 2020 Discovery 5 Eiger Grey 3.0 SE 2021 Defender S D250 Santorini Black 110 Hard Top on the drive |
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4th Dec 2015 7:23pm |
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| gilarion Member Since: 05 Dec 2013 Location: Wales Posts: 5084  
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Ryan has the same stock response for nearly every complaint. I am not denigrating the guy, I am sure once the information once forwarded to him that he asked for, then customer grievances are sorted.
However rather than just cut and paste the same post message time and time again, perhaps a more proactive message that is tailored to the grumble and maybe a little more personal may be better received. Though in our modern business climate where the customer is it seems never right and always it seems a pain where customer loyalty is concerned and chiefly is ignored, then I do not expect a radical change in attitude from JLR any time soon. For those who like Welsh Mountains and narrow boats have a look at my videos and photos at.. http://www.youtube.com/user/conwy1 |
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4th Dec 2015 7:33pm |
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| Cheshire110 Member Since: 26 Jul 2013 Location: Cheshire/London Posts: 2724 
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i just thought it was shame that Ryan was offering to help, having only just heard of the problem, and he got snapped at.
I've always got further by being polite and calm and trying to build up a good relationship with people than by being rude. Cheers, David Land Rovers of all shapes S3 onwards… Daily is a 110 V8. |
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4th Dec 2015 7:42pm |
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| gilarion Member Since: 05 Dec 2013 Location: Wales Posts: 5084
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That is also true...Though in my experience while it is right as you say to remain polite and calm, sadly some dealerships and traders will take advantage of that attitude.
Knowing when it is the right moment to draw breath and give the death stare look sometimes gets you more of their attention.  For those who like Welsh Mountains and narrow boats have a look at my videos and photos at..
http://www.youtube.com/user/conwy1 |
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4th Dec 2015 8:03pm |
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| couplands Member Since: 31 Aug 2011 Location: Peak District & Cornwall Posts: 1826 
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I think that a good response to any complaint is to find out what the issue is and what the details are, in a nice calm and polite fashion.
This is exactly what Ryan did. Not sure what else could happen at this stage, the guy needs the info to move this along and do something about it. The real test is the next stage, is the problem resolved to the customers satisfaction. We wait to hear with interest... 
cheers simon |
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4th Dec 2015 8:16pm |
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| Supacat Member Since: 16 Oct 2012 Location: West Yorkshire Posts: 11018 
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Actually no he did not take the active response you suggest he did - rather he took a very passive approach: "Should you require any assistance or wish me to look into your concerns, please feel free to send me a PM with the following information". That's the point some of us are making but you seem to be missing. |
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4th Dec 2015 9:11pm |
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| gilarion Member Since: 05 Dec 2013 Location: Wales Posts: 5084
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^^^
Well observed For those who like Welsh Mountains and narrow boats have a look at my videos and photos at..
http://www.youtube.com/user/conwy1 |
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4th Dec 2015 11:02pm |
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| couplands Member Since: 31 Aug 2011 Location: Peak District & Cornwall Posts: 1826
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Ok...I just hope the issue gets resolved and it needs to start with some info sharing. That's all I'm saying.
Cheers Simon |
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4th Dec 2015 11:32pm |
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| LEZ Member Since: 22 Oct 2015 Location: London Posts: 163
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So be it that its a stock answer, but at least he's responded, and from my experience with him he does care, give him a chance guys.
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4th Dec 2015 11:44pm |
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| Supacat Member Since: 16 Oct 2012 Location: West Yorkshire Posts: 11018
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There's that low bar again...  |
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5th Dec 2015 10:15am |
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| Natlas Member Since: 20 Mar 2013 Location: West Sussex Posts: 460 
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All I can say is that I received a very disappointing response from Ryan simply repeating the message from JLR that they won't replace my fuel breather pipe under warranty simply because it once had a misfuel. Seems to me that those pipes are likely to split on a car that hasn't even left the showroom before three years is up.
I am now coming up to nearly three years with a brand new Defender and I have never been more disappointed in any car in my life, I keep trying to like it but either the Defender or JLR keep giving me reasons not to. Can't wait to move on. 2.2 90 XS 88" Series One Old Norton
Minerva |
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7th Dec 2015 7:31pm |
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| Wheel Member Since: 29 May 2014 Location: Essex Posts: 232
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Well............
The saga of poor quality and poor customer service continues and we as "enthusiasts" have let LR get away with it for far too long. I totally agree with Supacat as it is all about expectations and I for one don't go with the "it's a Defender" "traditionally built" "farmers hack" type comments. The vehicles are not cheap and even regardless of price should be built right and to a high quality level as most other manufacturer's seem to be able to manage on their much cheaper (although higher volume) vehicles. Why couldn't LR I wonder ????? It's obviously too late for our beloved Defender vehicles but hopefully, whatever shape, type or form the replacement takes it will meet all the quality, cost, efficiency and performance requirements with some characteristics harping back to the historical and traditional. As for customer service, I really hope they "up " their game although I dont think LR are any different to most customer service dept's as they all talk to you calmly, empathise, sometimes agree with you, promise to look in to your concern and contact the relevant parties and then lose interest. From my own experience it's left to the customer to chase the resolution, and not wishing to join the "Ryan" debate I personally think it should be the responsibility of the customer service administrator for the manufacturer, supplier,vendor, contractor or who ever to correct the situation to the full satisfaction of the customer who in good faith bought their product or service or employed them with their hard earned money and their own expectations of the product etc often gained from the company's advertising or media campaigns. Unfortunately it means you have to "chase" the customer service depts repeatedly and to some lengths which without doubt does get you down and can make you regret your original decision which is not a pleasant feeling having probably spent some time and effort researching, investigating, discussing and thinking it over, not to mention your financial investment !!!!! Sometimes the Co.'s concerned don't do themselves any favours with their mission statements or advertising claims. Anyway, that's my rant over but it would be nice to see or at least hear of issues resolved by the dealerships or Ryan and his colleagues quickly before it becomes a long drawn out process or a war of attrician with the customer having to keep on nagging etc I think it would go towards restoring , if not totally restore our faith in the company and the product we so obviously all love. GO BEYOND |
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9th Dec 2015 9:17pm |
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