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Gonarezhou



Member Since: 08 Mar 2015
Location: White River
Posts: 178
South Africa 2015 Defender 110 Puma 2.2 SW Alaska White
Above and beyond the call of dealership
Okay so most of the posts on this site are about dealer failures to meet the needs of the Land Rover faithful. This is a story completely different!

This week I was away on business with our new Defender. My wife was at home with our old faithful 2002 Discovery II V8. After dropping our daughter at school she suddenly faced a major problem steering and limped to our local dealership Daly Land Rover.

The dealership transported her and our 9 week old baby home and arranged for a staff member to pick our daughter up from school in a Range Rover. They also offered to take her to school the next morning. The problem with the Disco turned out to be a split drive belt which they replaced and then delivered the vehicle to our home.

Today with our Defender in for some minor niggles I get into the Disco to fetch my daughter from school .... as it starts there is something very wrong! The new belt has split. Having to collect my daughter from school I walk to the dealership and ask if they have a car I can use. Without any hesitation they give me the keys to a new Jaguar to use to collect my daughter.

Well I am sorry for those that have a problem with their dealerships BUT I can tell all that I have complete praise for mine ....


Post #470243 6th Nov 2015 10:39pm
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stanley



Member Since: 18 Sep 2009
Location: Dorset /hampshire
Posts: 1026
United Kingdom 2011 Defender 110 Puma 2.4 USW Orkney Grey
Brilliant
Post #470247 6th Nov 2015 11:03pm
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JAY BOY



Member Since: 04 May 2010
Location: Not here
Posts: 1706
Wales 
This story restores a bit of faith in the human race and dealerships Thumbs Up
Post #470248 6th Nov 2015 11:09pm
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jomara



Member Since: 26 Oct 2009
Location: Lanarkshire
Posts: 1756
Scotland 2014 Defender 110 Puma 2.2 XS CSW Santorini Black
Shows that there are still some dealers out there who look after their customers. Nice to hear about it Thumbs Up Thumbs Up 2014 110 2.2TDCi XS Station wagon
1971 Bowler Tomcat 88 4.2 V8 Auto
2022 110 250D XS
Post #470250 6th Nov 2015 11:18pm
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Venomator



Member Since: 25 Aug 2014
Location: Peterborough
Posts: 2087
United Kingdom 
Re: Above and beyond the call of dealership
Gonarezhou wrote:
Well I am sorry for those that have a problem with their dealerships BUT I can tell all that I have complete praise for mine ....

Most excellent and really good to hear... Thumbs Up

But, really, isn't that precisely how it should be... Whistle

These good news stories should be the norm, not the complaining ones... Cool

I hope you finally get you Disco fixed and Daly does you proud... Mr. Green  Rog... Mr. Green
The GREEN One...

MY2016 Urban Truck Build Thread - http://www.defender2.net/forum/topic40548....al[/color]
Post #470311 7th Nov 2015 9:55am
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CRC@LandRover
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Verified Account

Member Since: 25 Mar 2013
Location: Coventry
Posts: 383
United Kingdom 
Hi Gonarezhou,

Thank you for sharing this. Was very nice to hear and I am glad to hear your experience with your retailer was a very positive one.

Kind regards,
Ryan
Post #471234 10th Nov 2015 10:33am
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Gonarezhou



Member Since: 08 Mar 2015
Location: White River
Posts: 178
South Africa 2015 Defender 110 Puma 2.2 SW Alaska White
Hi Ryan,

I realise that this is a small dealership by UK standards. But they have some key features that JLR should look at in the highly competitive world of automotive after service.

1. They have clearly built a dedicated and hard working team.
2. The front desk always greets you with a "geniune" smile no matter the expression on your face.
3. They don't argue with the customer - they see what they can do to solve the problem - I even refer to posts on this forum with their technical staff.
4. They treat their customers as members of their own community not just as another "customer".
5. They are prepared to go the extra mile for you - not because they have to but because they want to.
6. They are interested in you and your family and make time to chat about everday issues.
7. They have a sense of humour and a great coffee station!

Please pass this on to JLR SA

Best

Last edited by Gonarezhou on 10th Nov 2015 9:18pm. Edited 1 time in total
Post #471391 10th Nov 2015 9:11pm
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Gonarezhou



Member Since: 08 Mar 2015
Location: White River
Posts: 178
South Africa 2015 Defender 110 Puma 2.2 SW Alaska White
Re: Above and beyond the call of dealership
Venomator wrote:
Gonarezhou wrote:
Well I am sorry for those that have a problem with their dealerships BUT I can tell all that I have complete praise for mine ....

Most excellent and really good to hear... Thumbs Up

But, really, isn't that precisely how it should be... Whistle

These good news stories should be the norm, not the complaining ones... Cool

I hope you finally get you Disco fixed and Daly does you proud... Mr. Green


Venomator you are so right!

The belt problem is a bit of a mystery ... for both the dealership and me. I have never seen a drive belt split for no obvious mechanical reson.
Post #471393 10th Nov 2015 9:16pm
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