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Kubrick1978



Member Since: 01 May 2021
Location: Midlands
Posts: 101

United Kingdom 
So yesterday was supposed to be my revised build date - so I again tried to contact the dealer and confirm that it had in fact been built. And of course I received no response. I guess in terms of dealerships it comes to a few simple things:

1) They really don't care much about customer service once they have your order
2) JLR/dealerships don't train their people in terms of customer service or they just don't get it
3) They are so enormously busy that they have no time to respond to simple questions or keep their customers in the loop
4) A likely mixture of the above

I've been on company car leasing schemes for the best part of 15 years, so spending close to £60K on a new car (with lots of add ons being dealer fitted once the car lands) is a big thing for me - I would at least expect a couple of 'holding statement' responses at the very least. I've also received nothing official from JLR for the past 3.5 months since placing an order apart from the sell of insurances and services. Nada. Zip. My car could turn up at the beginning of next month (or end of this month) and it will probably just be dropped off, job done - and then we move into the 'hit and miss' escapades of customer service (but a local dealer so maybe things will pick up). Of course, this was the same local dealer that I test drove a Defender 110 with for 2 hours and no one wanted to talk about it with me afterwards or give me a call to follow up on it. Maybe I should be in sales for JLR.

If you look at other companies, like Rivian, they give you a dedicated ambassador that is essentially your 'go to' for the entire time you have their car. Wish JLR were more 'people-focussed'.
Post #907518 12th Jun 2021 8:16am
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MBurns48



Member Since: 09 Mar 2020
Location: Somerset
Posts: 59

United Kingdom 2002 Defender 90 Td5 HT Baltic Blue
Completely agree with the above. My experience hasn't been rude or anything of that nature, the guys and gals just seem so rushed off their feet that they have very minimal time to do anything more than the bare minimum for customers, which is a real shame when considering the money being exchanged. I used to work in retail and so I am sympathetic to them but at the same time, there's ways and means around it. I.e. hire more people, invest in better training and systems etc to enable a better customer experience. The unfortunate thing is that they have us by the short and curlies because for many LR owners (myself included), no other brand will do and as such it doesn't really matter how bad the service is so long as the vehicle turns up at some point.
Post #907542 12th Jun 2021 11:25am
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Kubrick1978



Member Since: 01 May 2021
Location: Midlands
Posts: 101

United Kingdom 
Had a response from the dealer. Build date remains 11th June - so there is hope that something is going on and that it hasn't been delayed again. It has also been confirmed that there is a chassis number allocated to me, which hopefully bodes well. Maybe it'll turn up early next month after all!
Post #907631 13th Jun 2021 10:45am
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J77



Member Since: 04 Nov 2019
Location: Fife
Posts: 3223

Scotland 
Fingers crossed 🤞 23.5MY 90 D250 X-Dynamic SE, Pangea Green
Gone - 23MY 110 D250 XS Edition, Hakuba Silver
Gone - 21MY 90 D200 S, Tasman Blue, Fuji White roof.
Post #907635 13th Jun 2021 11:56am
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TRGRichie



Member Since: 03 Mar 2021
Location: Yorkshire
Posts: 180

United Kingdom 
Well finally had an update from the dealer, a screen shot of vista 2 which shows a delivery date to dealer of mid November!!!

No actual build date etc just an expected delivery.

I assume this is normal?

Dealer said he hopes it will come forward but I doubt that very much, it’s disappointing as I purposefully ordered with 6 months until my car goes back and LJR can’t even build one within that time frame. So for me at least it looks like an 8 month lead time for a defender 90ht.
Post #907673 13th Jun 2021 5:58pm
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Ryderoo



Member Since: 28 Aug 2015
Location: South Bucks
Posts: 1655

England 2015 Defender 90 Puma 2.2 HT Santorini Black
Had contact today with dealer his email said

“Vehicle says Due on 6th July here but i will let you know when it arrives and we can arrange a date from there, dates are moving around due to parts shortage but your Defender is still saying build is still this month and due on around 6th july”

So mine had slipped a week, or is it 7 days delivery from 29th June delivery date 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
Post #907796 14th Jun 2021 4:44pm
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Ronin



Member Since: 09 Aug 2012
Location: Kent
Posts: 210

United Kingdom 2014 Defender 90 Puma 2.2 ST Keswick Green
I've just received notification that my car will be at the dealership this week, ready for collection from Tuesday of next week.

I placed an order at the end of January, got placed into the 'holding pool' whilst MY22 was spun-up, and finally got a build date mid-March (scheduled for build during w/e 18/6, and for availability at the dealer during w/e 9/7).

Since then, a few things have obviously accelerated, and by the end of April my spec had been locked. I had confirmation that the car had been built on 3/6.

For info, I've gone for a Carpathian 110 D300 HSE.

Much excite Cool

Joel
Post #908091 16th Jun 2021 8:22am
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Al_Ra



Member Since: 03 Mar 2021
Location: Oxfordshire
Posts: 65

England 
Nice! Lucky you.

My dealer is being a bit cagey and saying "still on track for mid-July handover" but not being specific about build date (was due to be built last week). I'll give it a couple of days and then hassle again (politely) and see if I can get a Vista screenshot.
Post #908094 16th Jun 2021 8:30am
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Ronin



Member Since: 09 Aug 2012
Location: Kent
Posts: 210

United Kingdom 2014 Defender 90 Puma 2.2 ST Keswick Green
I know it can't be any consolation, but my experience has been a long way from smooth.

As well as the period between placing my order and it being accepted as MY22 came online, my salesperson also Censored off midway through the process without any notice whatsoever. I'd actually been at the dealership and had spoken with him in person about the possibility of another car for my other half, on what turned out to be his last day Rolling with laughter

I only found out when I called later in the week and asked to speak with him. I was not best pleased.

The MY22 issue means that I'll be right around 21 weeks from order to delivery.

Hang on in there. If nothing else, the factory is busy churning the cars out notwithstanding patchy comms from the dealership.

Joel

PS For what it's worth, I had the chipset shortage letter a few weeks ago.
Post #908098 16th Jun 2021 8:46am
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tooth_dr



Member Since: 26 May 2021
Location: Northern Ireland
Posts: 229

Northern Ireland 
Kubrick1978 wrote:
I've been on company car leasing schemes for the best part of 15 years, so spending close to £60K on a new car (with lots of add ons being dealer fitted once the car lands) is a big thing for me


This is similar to me, although leasing privtely. I've never spent this much on a car before, and also have some dealer fit part. I hate reading stories of poor service and poor quality.

I ordered mine on the 1st June, order was submitted on the 3rd and confirmed on the 10th June. The build date is 23/07/21, with delivery to dealer at the beginning of September. Maybe my dealer had a cancellation or had some allocated slots? Dont know how it works TBH!
Post #908113 16th Jun 2021 10:13am
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SN



Member Since: 29 Jun 2007
Location: SK6
Posts: 729

All of these 'rubbish' customer experience stories are so disappointing - but I strongly believe the problem goes all the way into JLR and the way they 'manage' and 'inform' the dealrerships about order progress - all through the chain it appears to me that no-one is truthful, everyone is hiding something and holding the customer out at arms length is a convenient ruse to defend their archaeic practises and information sharing - it was obviously apparent to me when I got to speak directly to a JLR rep in Whitley triggered after I sent an observational email to them - the rep genuinely could not see past the end of his "this is how we've always done it" nose - hopefully the constructive criticism and observations I sent in my email, and reiterated on the phone call, as a result of my order/purchase experience will make a difference going forwards - but I won't hold my breath. Rolling Eyes Steve N | 21MY Defender | 08MY Discovery 3 (history) | 06MY Discovery 3 (ancient history)
Post #908119 16th Jun 2021 10:29am
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Kubrick1978



Member Since: 01 May 2021
Location: Midlands
Posts: 101

United Kingdom 
My dealer, out of the blue, sent me one of his epic 'one-liner' updates by telling me my car is 'still' forecast to be built on the 2nd of July. I have no idea what he is going on about now so I have queried it. It was forecast for 4th of June and delayed by a week to the 11th June. How it has suddenly become 'still forecast' for the 2nd of July doesn't make sense. Sounds like an end of July /early Aug delivery (at best) but I don't really have any confidence in any of this anymore. This would take it to c. 16 weeks - so beyond what is promised via DTD and we enter the place where I can legitimately walk away without losing anything.
Post #908350 17th Jun 2021 6:23pm
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Kubrick1978



Member Since: 01 May 2021
Location: Midlands
Posts: 101

United Kingdom 
My dealer, out of the blue, sent me one of his epic 'one-liner' updates by telling me my car is 'still' forecast to be built on the 2nd of July. I have no idea what he is going on about now so I have queried it. It was forecast for 4th of June and delayed by a week to the 11th June. How it has suddenly become 'still forecast' for the 2nd of July doesn't make sense. Sounds like an end of July /early Aug delivery (at best) but I don't really have any confidence in any of this anymore. This would take it to c. 16 weeks - so beyond what is promised via DTD and we enter the place where I can legitimately walk away without losing anything.
Post #908351 17th Jun 2021 6:24pm
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Al_Ra



Member Since: 03 Mar 2021
Location: Oxfordshire
Posts: 65

England 
Similar here, my dealer update today was "no update" even though we're a week past build date. No mention of a delay, no explanation, no new dates, just "no update".

Pffft.
Post #908353 17th Jun 2021 6:34pm
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Kubrick1978



Member Since: 01 May 2021
Location: Midlands
Posts: 101

United Kingdom 
My dealer has come back to me quickly and says he made a mistake and that my Defender has been built and is on its way!! Once it is checked out by the dealer (and a few additions made) I should get it Mid-July (touch wood).
Post #908365 17th Jun 2021 8:06pm
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