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Emile



Member Since: 17 Jun 2016
Location: Cadiz
Posts: 8

Spain 2013 Defender 110 Puma 2.2 SW Fuji White
No warranty service at Spanish dealer

Very happy with my 2013 110. Love her! Bought her new at the local south Spanish dealer. My Defender has a very good life, is only used as a family car for travelling, camping and day trips. I treat her like a classic car. Since new the airconditioning does not work correctly. After over 1 hour on the highway, at more than 2.500 revs there is no cold air anymore. I have to stop, leave it for at least half an hour and then it works again. I live in the hot part of Spain. Without a good working aircon the car is useless for family travelling purposes. From the first service at 5.000km I asked the dealer to fix the problem. Currently I am at 55.000km and the problem is still there. I am sick and tired of the local dealership. I receive lots of smiles and sweet words like hello amigo but, the service is of the lowest level I have ever seen. They do not do what they are there for: servicing Land Rovers. Long time ago I found Technical Bulletin LTB00406v3. I talked with Land Rover in The Netherlands as I am Dutch. Most likely my car is in need of a sensor renewal. I informed my local dealer but still no solution from them. I contacted Land Rover Spain, they send me back to the local dealer. Can I go to a Dutch dealer for my warranty issue? Please help me, I am just a customer.....

Post #540970 17th Jun 2016 8:40am
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mse



Member Since: 06 Apr 2008
Location: UK
Posts: 4290

United Kingdom 2016 Defender 110 Puma 2.2 XS CSW Scotia Grey

Certainly in the UK the LR warranty is any dealer anywhere in the world - there is a line that you could have to pay for warranty work and reclaim it, if an international dealer doesnt cover it.

So yes you can go to a Netherlands dealer i would have thought Mike

Post #541237 18th Jun 2016 12:34pm
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Emile



Member Since: 17 Jun 2016
Location: Cadiz
Posts: 8

Spain 2013 Defender 110 Puma 2.2 SW Fuji White

Last week I send an email to Land Rover Spain informing them that I cannot go back to my local dealer anymore for this problem. Almost 3 years without a proper working aircon and a dealer who (1) is not able to fix it and (2) does not take any initiative to solve the issue. I also asked Land Rover Spain to confirm me that I can go to any EU dealership for this warranty job. Today I received their answer: "we recommend you to go back to your dealer".
Please people from Land Rover UK, can you help me, please (exactly 1 year ago I also emailed with LR Spain, same problem, same answer, no solution)

Post #541765 20th Jun 2016 1:23pm
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mk1collector



Member Since: 17 Sep 2009
Location: huddersfield
Posts: 4579

England 2004 Defender 110 Td5 CSW Bonatti Grey

Escalate the problem and ask to speak to someone higher up the chain as that answer is unacceptable. Ray
My build thread
http://www.defender2.net/forum/topic17615.html

Post #541786 20th Jun 2016 3:50pm
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ericvv



Member Since: 02 Jun 2011
Location: Near the Jet d'Eau
Posts: 4519

Switzerland 2009 Defender 110 Puma 2.4 SVX Station Wagon Santorini Black

If Ryan from Land Rover Customer Relations is still on here, worth sending him a PM, explain him the issue in detail and ask him to intervene.
Eric You never actually own a Defender. You merely look after it for the next generation.
http://youtu.be/yVRlSsJwD0o
https://www.youtube.com/watch?v=_GtzTT9Pdl0
https://www.youtube.com/watch?v=ABqKPz28e6A
https://www.youtube.com/watch?v=rLZ49Jce_n0
https://www.youtube.com/watch?v=XvAsz_ilQYU
https://www.youtube.com/watch?v=6K7HmDPhG3I
https://www.youtube.com/watch?v=K8tMHiX9lSw
https://m.youtube.com/watch?v=dxwjPuHIV7I
https://vimeo.com/201482507

Post #541846 20th Jun 2016 7:07pm
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KGH



Member Since: 01 Feb 2015
Location: BW
Posts: 58

Germany 1989 Defender 110 300 Tdi HT Arles Blue

I Think Ryan is no longer looking at this forum. 2013 110
Keswick Green

Post #541905 20th Jun 2016 9:25pm
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Happyoldgit



Member Since: 14 Sep 2007
Location: Norfolk
Posts: 3376

United Kingdom 2015 Defender 110 Puma 2.2 USW Corris Grey

Ryan has left the building.

Enter Lucy

http://www.defender2.net/forum/topic46401.html 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]

http://forums.lr4x4.com

I used to be Miserable ...but now I'm ecstatic.

Post #542104 21st Jun 2016 5:10pm
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Emile



Member Since: 17 Jun 2016
Location: Cadiz
Posts: 8

Spain 2013 Defender 110 Puma 2.2 SW Fuji White

Small update.
I now have send 3 emails to LR Spain asking them to confirm the warranty on my car outside of Spain, still nothing. They called me and asked me again to go back to my dealer. Also they asked me how it is possible that I have the information about the Technical Bulletin. I explained them that this is public information that can be found on the internet. Then they said that my car is outside of the VIN range of this Technical Bulletin and therefore there is no warranty. They asked me why I did not offer to the dealer that I would pay for the job, the investigation of the problem. I explained them that with or without this Technical Bulletin my aircon is not working correctly sinds the day I bought the car and therefor I think it is not correct to ask me this question.
I then called to LR UK to ask them if they please can put some pressure on LR Spain to send me an email in which they confirm to me the warranty outside of Spain.

Post #544108 28th Jun 2016 10:44am
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mk1collector



Member Since: 17 Sep 2009
Location: huddersfield
Posts: 4579

England 2004 Defender 110 Td5 CSW Bonatti Grey

Keep pushing and don't be put off Thumbs Up they will try to wriggle out of any work that they can. Ray
My build thread
http://www.defender2.net/forum/topic17615.html

Post #544161 28th Jun 2016 1:18pm
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mse



Member Since: 06 Apr 2008
Location: UK
Posts: 4290

United Kingdom 2016 Defender 110 Puma 2.2 XS CSW Scotia Grey

Shock suggestion - have you read the warranty book, it will give you the answer - or should Mike

Post #544204 28th Jun 2016 3:39pm
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Emile



Member Since: 17 Jun 2016
Location: Cadiz
Posts: 8

Spain 2013 Defender 110 Puma 2.2 SW Fuji White

Small update
After talking with LR UK I finally received a email from LR Spain in which they confirmed me my warranty outside Spain. I then made an appointment in Holland to check my car. After a nice roadtrip of 2.800km (without a good working aircon) I checked in at the Dutch LR workshop. After 1 hour the manager of the workshop called me: "you can pickup your car, the problem is solved". Back at the workshop the manager explained me that there was not enough gas in the aircon system. According to the manager the system contained less than half the amount of gas as there should be. With this amount of gas it is impossible to work correctly. The system will ice-up and stop working after some time, explained the manager. He also told me that the gas level should be checked at the dealer before new delivery to the client. Also the manager told me that my car never was checked and that there are no leaks in the system. On my way back home to Spain the aircon worked perfectly, as it should. Driving true Spain I visited an other Spanish LR dealer in order to show him the Dutch papers with all the test information coming from the aircon service machine. This dealer confirmed me the story of the Dutch dealer. Also he showed me a decall in the engine bay which shows the amount of gas that should contain the aircon system: 600gr My car contained 290gr. So, long story short, 62.000km/3 years driving in the hot South of Spain with a not working aircon and a dealer that not even looked at the problem, I never have been as Censored off as I am now in my life! Fellow Defender lovers, what should I do?

Post #559539 28th Aug 2016 4:33pm
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VeeTee



Member Since: 06 Mar 2011
Location: near Amsterdam
Posts: 1287

Netherlands 1996 Defender 110 300 Tdi CSW Epsom Green

Cheers! Thumbs Up Good for you the aircon problem was solved here in Holland Wink but a silly question may be: why did not you go to a local aircon specialist to have look at the airco system? Chances that you have had the to pay for it your self instead of using the warranty - but then, I guess that would be cheaper than the burnt fuel for the trip to Holland, that wasn't covered by warranty I guess... Shocked You could try to have some fuel costs payed by Land Rover as a courtesy gesture...
But in the end happy your problem is solved after so long. Thumbs Up Cheers, Vincent
Defender 110 CSW 300Tdi | M416A1 Trailer + Autohome Columbus RTT | Freelander TD4 | 88 Series III V6

Post #559548 28th Aug 2016 5:05pm
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dorsetsmith



Member Since: 30 Oct 2011
Location: dorset
Posts: 1828

United Kingdom 2003 Defender 90 Td5 HT Caledonian Blue

2.706 KM one way Thud pickup 90 TD5 2006

HT 90 TD5 2003

Post #559557 28th Aug 2016 5:44pm
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Emile



Member Since: 17 Jun 2016
Location: Cadiz
Posts: 8

Spain 2013 Defender 110 Puma 2.2 SW Fuji White

VeeTee, good question. First of all I am a "dealer guy". Drove at least 20 new cars and always stayed with the selling dealer. Always trusted dealers, never had any problems. Second, because my car still was under warranty and because my local dealer told me several times that he had checked everything and that he would investigate the problem more if it was not solved. I lost my fait in the dealer when the service manager did not answered my emails and phonecalls anymore about the subject. I decided to go to Holland as I know the "problem solving culture" is quit different over there. I am happy I went, problem solved! I will now write LR Spain to learn what they think about this.

Post #559587 28th Aug 2016 7:42pm
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Emile



Member Since: 17 Jun 2016
Location: Cadiz
Posts: 8

Spain 2013 Defender 110 Puma 2.2 SW Fuji White

Small update. LR Spain in the end promised a compensation of 500 Euros in LR parts. But, after changing my contact person at LR Spain they refused to follow the compensation deal we made. Every communication has been true email but my new contact person tells me without a tear in his eye that there never was a compensation offer of 500 Euros. I had to start all over again and at the end they promised me 300 Euros in parts. I had to buy the parts and then, after sending them the invoice they would make a transfer of 300 Euros to my bankaccount. Still waiting for my money. They never respond to my emails (from the beginning). Only after involving LR UK or a message true this website LR Spain replies me. Horrible experience, horrible people...

Post #617622 18th Apr 2017 10:33am
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