Since purchasing a brand new Range Rover Sport at Scottsdale Land Rover, I have had continuous issues. I saw my Service Tech more than my husband. I've been a patient and kind client - even bringing bagels to the service guys. The last major disappointment was when my rear view mirror came crashing down off the window while driving.
The first time it happened wasn't as bad as the second time it happened 25 days later when the glass exploded all over me, while driving. I kept on driving right to the dealership. I walked in like a horror movie victim with blood dripping down my arms, hands and face from the shards of glass.
As a Certified Luxury Home Marketing Specialist and top producing Realtor in my company, I have learned the value of providing excellent customer service. Luxury real estate clients do not just compare my service to other Realtors. They compare my service to the service they receive from other luxury service providers, such as the Ritz Carlton and Nordstroms. Notice, I'm not naming a car company in that sentence.
I was anxiously wanting rid of this car I call "Grover" this month because my love-hate relationship with her has a factory warranty coming to an end. My CPA informed me that I must keep her one more year for tax reasons. After speaking with a colleague who has the same make/model/year I do and expressed the same electrical issues and his time in the dealership, suggested I ask for a Factory Warranty extension for one year, at no charge. He got one, his had 80,000+ miles, mine only has 43,000 miles. Seems like a no brainer, but this is how Penske Automotive and Land Rover have responded:
Sent: Tuesday, April 18, 2017 11:55 AM
I called the Land Rover corporate number that you gave me, 1-800-637-6837, in regards to Land Rover/Penske extending my factory warranty through June 2018 or 60,000 miles at no charge due to the extensive issues I’ve had with my Rover. She said that this is something that the dealership can solve for me, and not corporate. Please forward this request to whomever it is at the Dealer that can help with this matter, and tell them to call me.
On Apr 18, 2017 12:50 PM, " Michael" wrote:
Steve M is my Service manager. He should be able to get you in touch with who you need to talk to. I don’t understand how the dealership can do that because it’s Land Rover’s product and warranty guidelines. But maybe I am wrong. I copied Steve on this e-mail, but please be patient as he is out of town for a few days. So give him a chance to get back and see if he knows who to get you in touch with.
From: Kelli G
Sent: Tuesday, May 16, 2017 5:52 PM
Is there a secret passwod to get someone to call me? I'm hoping I was patient enough by waiting a month. Would really love for someone to show me they care about their customers and call me.
On May 17, 2017 6:32 AM, " Michael" wrote:
I know Steve has been in contact with Rover about this, but he is in vacation till the end of the month
First of all, can I have Steve's vacation time? I'm getting the impression they don't really care if I buy another Land Rover. I'm getting the impression that they hope I'll just go away. The problem is that I'm stupid enough to keep thinking they'll convince me that the new one is better and they want to make this right. Like I said, I have a love-hate relationship with "Grover". I love her when she is operating the way she should and how awesome she handles, I hate her when she continuously makes me sit in a dealer and see this man who clearly doesn't give two *&%$ about the fact this very expensive automobile constantly breaks.
Land Rover, Penske Automotive - step up your game.
Provide service, ANY service, that is even a fraction of what
other luxury providers pride themselves on giving.
Oh, and make a product worth paying what you charge.
December 2016 Post
MAY 22, 2017 UPDATE - Since this story was published on the internet, Land Rover USA and Land Rover Scottsdale have called me. I have been informed by the GM of LR Scottsdale that they will provide me with the factory warranty extension. They are supposed to let me know when the paperwork is ready.