Landrover Warranty - Has anyone dealt with them before????

Submitted: Wednesday, Dec 08, 2004 at 20:44

ThreadID: 18417 Views:5010 Replies:12 FollowUps:19

This Thread has been Archived

tcp_ip_boy

Our Defender's clutch went while my wife was about 120km's from home, and she had the misfortune to have to call Landrover Assist. They must be the most disorganised and rude bunch we have ever met!

The 1800 number shown on the website below puts you through to NRMA (no probs, I thought), but apparently that is not right when you actually want to use the warranty. The free delivery to home is not valid if you use NRMA, and the hire car was only given after 2 hours on the phone with some rude pen pusher.

I am half expecting to have to pay for the hire car when I take it back tomorrow, because we called Landrover Assist again today, and they have no record of any of this ever happening, because it was booked through NRMA!!!

These turkeys really don't get the whole customer service thing, do they?

Am I wrong to insist they honour their warranty, even though theirown 1800 number puts you through to the wrong place? Have I read the website wrong? Is there anyone out there that knows a bit more about these things that might point us in the right direction? I am half expecting to have to pay for the hire car when I take it back tomorrow, because we called Landrover Assist again today, and they have no record of any of this ever happening, because it was booked through NRMA!!!

Chumpion...

Warranty Assist Program

Customer Benefits
If the vehicle is over 100km away from home and is disabled for more than 24 hours
· Accommodation for up to 3 nights (to a maximum value of $120* per night) in conjunction with the car rental for a period of 3 days will be provided; or
· Car rental for a period of up to 5 days; or
· Alternative vehicle ground transportation to the driver and passengers should car rental be unavailable.
· Vehicle Relocation of a repaired vehicle from a Land Rover dealer (where your vehicle can be transported to your home address within Australia once it has been repaired) to a non-accumulative value of $1,000 per year.

A Roadside Assistance card will be sent to you within two months of the delivery of your vehicle or purchase of an Extended manufacturer warranty or Extended Roadside Assistance Programme.

Should you require roadside assistance just call the 1800 819 181 and quote the VIN number indicated on your roadside assistance card.

Back Expand Un-Read 0 Moderator Share

Reply By: Member - David 0- Wednesday, Dec 08, 2004 at 20:55

Wednesday, Dec 08, 2004 at 20:55

Would you mind if I forward this to someone I know at Landrover, a person who I know will take it up with the right people if she can.

What city are u in?

David O

AnswerID: 87861

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 20:59

Wednesday, Dec 08, 2004 at 20:59

Please do - I can give you the guy's name up in Queensland off air if you want.

My email is ccozad at tpg dot com dot au

I have always been a supporter of Landrover - my first car was an ex-army Series 2. Finally we could afford a brand new one, and it doesn't seem worth the effort.

Chump

FollowupID: 346672

Follow Up By: Leroy - Wednesday, Dec 08, 2004 at 20:59

Wednesday, Dec 08, 2004 at 20:59

It shouldnt take this to get Landrover to listen. You buy a new vehicle because you want the assurance that you will be looked after in a timely fashion in case something like this happens. Nobody really seems to care after you have driven the car outof the showroom.....

Leroy

FollowupID: 346673

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 21:05

Wednesday, Dec 08, 2004 at 21:05

Sorry David...I'm in Sydney

FollowupID: 346678

Follow Up By: Member - David 0- Wednesday, Dec 08, 2004 at 21:19

Wednesday, Dec 08, 2004 at 21:19

OK I am on company computer, so will not be able to access email right away, but will get in touch. I can't promise anything, and I certainly don't want to put this person at LR in the spotlight, but she may know who the right person at LR is, and that may help your cause.

FollowupID: 346687

Reply By: brian - Wednesday, Dec 08, 2004 at 21:08

Wednesday, Dec 08, 2004 at 21:08

My disco broke down on frazer islandwhen i called l/r assist was told no assistance,accomodation towing etc as i had camped only a few klm away the previous night,could not get across to them that i was 1000k from home so should have qualified for assistance,also had it break down north of sydney while towing a campervan,l/r assist advised they would tow the disco but i had to leave the van on the side of the road, even though the towie was happy to put the disco on the tray and tow the van behind...Good Luck with l/r non assist
Have since purchased six vehiclesnone are landrover

AnswerID: 87864

Follow Up By: brian - Wednesday, Dec 08, 2004 at 21:12

Wednesday, Dec 08, 2004 at 21:12

To david please also send my response to landroves to give credibility the rego was TYL760

FollowupID: 346682

Follow Up By: Member - David 0- Wednesday, Dec 08, 2004 at 21:38

Wednesday, Dec 08, 2004 at 21:38

i will direct the person at LR to this thread. I am sure they will direct the appropriate person at LR to look at the entire thread.

FollowupID: 346691

Reply By: Member - David 0- Wednesday, Dec 08, 2004 at 21:10

Wednesday, Dec 08, 2004 at 21:10

Like everything these days, poor service from an assist may not be a problem with the parent company. Assist programs and the people who run them do not usually work for or have any affiliation with the manufacturer...fact of life these days no matter the marque.

BUT Landrover will have certain KPI's that the assist program must meet. I'd suggest they just failed big time!!!!!

AnswerID: 87865

Reply By: 3Landerblue - Wednesday, Dec 08, 2004 at 21:56

Wednesday, Dec 08, 2004 at 21:56

The clutch on our Freelander went whilst we were in the Barrington Tops.
We limped back to Gloucester and called Land Rover assist.
Next morning (Monday)
They towed us to the nearest dealer in Singleton.
We were given a Kia Carnival for 5 days.
They paid for our overnight accomodation and the Freelander was delivered back to us on a transporter to Sydney.
We returned the hire car to Thrifty ourselves.

Never spoke to NRMA, but this was in 2001

cheers 3LB

AnswerID: 87872

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 21:59

Wednesday, Dec 08, 2004 at 21:59

See - thats the type of service we are after. Just what it states in the warranty papers. I guess you got put through to the right number.

It shouldn't be so difficult.

Out of curiosity, how was the Kia after the Freelander?

FollowupID: 346702

Follow Up By: Member - Ratty (NSW) - Sunday, Dec 12, 2004 at 22:43

Sunday, Dec 12, 2004 at 22:43

I was under the impresson that it must be a Landrover that they give you but by the sounds of it you did well out of it and I hope I never need them.

FollowupID: 347322

Reply By: 3Landerblue - Wednesday, Dec 08, 2004 at 22:08

Wednesday, Dec 08, 2004 at 22:08

The Kia was okay and quite roomy.
I was only driving one last week as work has purchased one instead of a van.
We traded the Freelander for a Defender 110.

cheers 3LB

AnswerID: 87875

Reply By: Lone Wolf - Wednesday, Dec 08, 2004 at 22:19

Wednesday, Dec 08, 2004 at 22:19

This is an interesting post.

Just have a look at the hits it has generated. Methinks Land Rover Australia, and other manufacturers are going to have to seriously reconsider their warranty marketing. It would appear that as time passes, more of us are becoming internet literate, and as a group, can now voice an injustice and / or praise, and have the necessary parties take notice. This is something that should not be taken lightly, as the number of hits on this post suggest.

Wolfie

AnswerID: 87877

Follow Up By: Lone Wolf - Wednesday, Dec 08, 2004 at 22:21

Wednesday, Dec 08, 2004 at 22:21

Hang on a minute!!!

In the time it took me to write this, the counter went up by 300? WTF???

Is someone pressing a refresh button?

FollowupID: 346712

Follow Up By: Member - Crazie (VIC) - Wednesday, Dec 08, 2004 at 22:32

Wednesday, Dec 08, 2004 at 22:32

once you posted wolfie, everyone jumped on to seek your words of wisdom..... over 900 hits.... definately WTF?

FollowupID: 346719

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 22:43

Wednesday, Dec 08, 2004 at 22:43

Damn!

Thats a lot of hits!

Mabey it hit a sensitive spot with some overseas group or something? I hope someone at Landrover sees this...

BTW, does a refresh actually generate a page hit?

Chump

FollowupID: 346722

Follow Up By: Lone Wolf - Thursday, Dec 09, 2004 at 07:47

Thursday, Dec 09, 2004 at 07:47

tcp_ip_boy..... I have just figured it out.

About 672 of these hits were from prospective Defender buyers. So, LRA will HAVE to rectify your problem now, 'cause they've got a captive audience, who are waiting with baited breath.....

Wolfie

PS..... How come you didn't fit ISDN & ADSL into your handle? I am aware that the first 2 are protocol related..... perhaps because you are really a web person at heart..... Spiderman!! LOL!!

FollowupID: 346748

Follow Up By: tcp_ip_boy - Thursday, Dec 09, 2004 at 13:23

Thursday, Dec 09, 2004 at 13:23

Wolfie,

If you want to get technical.....

There are 7 Layers in the Network OSI model. ( OSI Model

This basically describes the way a network works.

TCP/IP is a protocol (language) which appears at layers 3(IP) and 4(TCP) of the model.

ADSL and ISDN appear at layer 2, and describe ways of moving data accross a physical network.

You could say I am a bit of a web person.....lol

Chump

FollowupID: 346822

Follow Up By: Terry - Sunday, Dec 12, 2004 at 18:43

Sunday, Dec 12, 2004 at 18:43

1899 views of a single post that must be just about a record

FollowupID: 347305

Reply By: Member - John C (QLD) - Wednesday, Dec 08, 2004 at 22:47

Wednesday, Dec 08, 2004 at 22:47

Page hits have got to be wrong. Nothing has generated that much in so little time before.

AnswerID: 87886

Reply By: Rosco - Bris. - Wednesday, Dec 08, 2004 at 23:35

Wednesday, Dec 08, 2004 at 23:35

Certainly an interesting post.

After arriving in Bamaga (July), with stubbie in hand (Mid-strength of course) I had occasion to look over/under/around the Fender to check things out. Low and behold the stone guard around the chassis mounted fuel filter had departed sans forwarding address.

Easy I think, lets be pro-active here. A quick call to LR Assist to suggest a replacement flown in would be a good solution.. maybe about $20 + postage.

Ah .. ha .. says LR Assist .. no it doesn't work that way ...
give us a call on your sat ph when you're halfway back down the track and a stone puts a hole in the little sucker. Then we'll spend many many motsa's of mun muns on recovery.

Clever hey??

Luckily that's all that fell off and we managed a safe return.

P.S. I feel inclined to add in fairness to the stealer that their attention to warranty issues is second to none. And before all the clever dicks jump on board, this occasion has been no more nor less than would be expected ... such as for lesser ... shall we say mortal vehicles.

Cheers

AnswerID: 87889

Reply By: Truckster (Vic) - Thursday, Dec 09, 2004 at 09:32

Thursday, Dec 09, 2004 at 09:32

WELCOME TO THE 21st CENTURY....

Why do people think theres anything called customer service these days? That died 20 years ago when you had to start pumping your own fuel...

Contact a lawyer for advice, and also call landrover head office to complain (not that it will do any good), take down EVERY name you talk to, times, dates, and ask for everything they tell you in writing on company letter head, and dont accept talking to plebs..

Go to a Landy dealer and pretend you are buyign a new car. Ask them in detail about the Roadside assistance program, warranty, what you are entitled to, but dont let on that you have been bumplowed... Get everything in writing from them. Gets you some ammo. If theres no landy dealer close by, then contact one by email/phone.

Then small claims court.. But why should you have to do this to get satisfaction. One reason they shaft people with no KY, is most people cant afford time off work to go to court, chase things up, be without their car, so they count on people just paying it and getting on with life..

Also Emails to EVERY Landrover club in Australia, CC every 4wd magazine, and Landrover themselves to SPREAD THE WORD on their wonderful service...

Gee... Look at all the happy Landy owners in this thread...

Also complain to NRMA that the link to the service thing on Rovers page is to their site etc etc..

good luck, but it wont do you anygood.

AnswerID: 87914

Follow Up By: Lone Wolf - Thursday, Dec 09, 2004 at 16:58

Thursday, Dec 09, 2004 at 16:58

Bruce, you are SOOOO correct!!

"most people cant afford time off work to go to court, chase things up,"

This is just so true.

I have chased people that owe me money through this process, and I seem to be the one that is treated like a criminal.

Forumites, remember this.......

You get the LAW, which may or may not include JUSTICE.

System sucks.

Whingeing Whining Wolf

FollowupID: 346868

Follow Up By: GOB & denny vic member - Thursday, Dec 09, 2004 at 18:36

Thursday, Dec 09, 2004 at 18:36

goodday wolfie
hows the air con going now did you win

steve

FollowupID: 346888

Follow Up By: Lone Wolf - Thursday, Dec 09, 2004 at 18:45

Thursday, Dec 09, 2004 at 18:45

Yes, but a hollow victory ;-(

I had to go in boots & all, and that is just so much not me. I just can't handle confrontation, never have.

Anyway, it's under control.

Wolfie

FollowupID: 346890

Reply By: 3Landerblue - Thursday, Dec 09, 2004 at 10:12

Thursday, Dec 09, 2004 at 10:12

Gee... Look at all the happy Landy owners in this thread...

Yes I'm Happy, The Roadside assistance was second to none.
Sat up front with the driver listening to John Laws and the driver even swerved to hit snakes.

cheers 3LB

AnswerID: 87924

Reply By: Member - Luxoluk - Thursday, Dec 09, 2004 at 22:30

Thursday, Dec 09, 2004 at 22:30

90% of the customer service thing is about perception. The reality is I do not own a Landie but boy do I now have a perception about their customer service........and so do over 1400 other readers of this post. Reputation is still a value in this community....why take silly risks with it....stupid really when you think how hard it is to change one's perception or should I say the 1400++ who have probably formed a view on something they probably have not owned and now probably never will.

AnswerID: 88061

Follow Up By: Member - David 0- Friday, Dec 10, 2004 at 22:36

Friday, Dec 10, 2004 at 22:36

Yep and my next vehicle was going to be a Nissan Patrol until my perception was radically changed by all the horror stories

:-)

FollowupID: 347141

Follow Up By: Member - David 0- Friday, Dec 10, 2004 at 22:38

Friday, Dec 10, 2004 at 22:38

hmmm I put a comment at the end of that wish was enclosed in (> <) but they're HTML tags aren't they, so it didn't show DOH!!!!

i wrote

dons flame suit

FollowupID: 347142

Reply By: Slunnie - Friday, Dec 10, 2004 at 15:13

Friday, Dec 10, 2004 at 15:13

They were really good to me when I broke a part on my Disco.
Organised the taxi and tow truck, paid for it all, took it to my dealer instead of the nearest, always called and let me know what was happening. I guess it depends on who you get on the day.

Cheers
Slunnie

AnswerID: 88179

Back Moderator

Landrover Warranty - Has anyone dealt with them before????

tcp_ip_boy

Reply By: Member - David 0- Wednesday, Dec 08, 2004 at 20:55

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 20:59

Follow Up By: Leroy - Wednesday, Dec 08, 2004 at 20:59

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 21:05

Follow Up By: Member - David 0- Wednesday, Dec 08, 2004 at 21:19

Reply By: brian - Wednesday, Dec 08, 2004 at 21:08

Follow Up By: brian - Wednesday, Dec 08, 2004 at 21:12

Follow Up By: Member - David 0- Wednesday, Dec 08, 2004 at 21:38

Reply By: Member - David 0- Wednesday, Dec 08, 2004 at 21:10

Reply By: 3Landerblue - Wednesday, Dec 08, 2004 at 21:56

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 21:59

Follow Up By: Member - Ratty (NSW) - Sunday, Dec 12, 2004 at 22:43

Reply By: 3Landerblue - Wednesday, Dec 08, 2004 at 22:08

Reply By: Lone Wolf - Wednesday, Dec 08, 2004 at 22:19

Follow Up By: Lone Wolf - Wednesday, Dec 08, 2004 at 22:21

Follow Up By: Member - Crazie (VIC) - Wednesday, Dec 08, 2004 at 22:32

Follow Up By: tcp_ip_boy - Wednesday, Dec 08, 2004 at 22:43

Follow Up By: Lone Wolf - Thursday, Dec 09, 2004 at 07:47

Follow Up By: tcp_ip_boy - Thursday, Dec 09, 2004 at 13:23

Follow Up By: Terry - Sunday, Dec 12, 2004 at 18:43

Reply By: Member - John C (QLD) - Wednesday, Dec 08, 2004 at 22:47

Reply By: Rosco - Bris. - Wednesday, Dec 08, 2004 at 23:35

Reply By: Truckster (Vic) - Thursday, Dec 09, 2004 at 09:32

Follow Up By: Lone Wolf - Thursday, Dec 09, 2004 at 16:58

Follow Up By: GOB & denny vic member - Thursday, Dec 09, 2004 at 18:36

Follow Up By: Lone Wolf - Thursday, Dec 09, 2004 at 18:45

Reply By: 3Landerblue - Thursday, Dec 09, 2004 at 10:12

Reply By: Member - Luxoluk - Thursday, Dec 09, 2004 at 22:30

Follow Up By: Member - David 0- Friday, Dec 10, 2004 at 22:36

Follow Up By: Member - David 0- Friday, Dec 10, 2004 at 22:38

Reply By: Slunnie - Friday, Dec 10, 2004 at 15:13

Sponsored Links

Popular Products (9)

Membership

Tile Packs

EOTopo 2026

ExplorOz Stubby Holder (Flat)

ExplorOz Cap (Campfire)

ExplorOz Cap (Traveller)

ExplorOz Spare Wheel Cover

Unisex Navy Pocket Polo - TMTE

ExplorOz Windscreen Sticker

Products

Discover

Community

Help