touché

James - is giving Lisa's number e a reply to islider's statement about virgins? 2005 Zambezi TDV6 - Gone but not forgotten
2009 Alaska TDV8 - Gone and much missed.



WINNER - 2009 �Idler Of The Year� Award
Runner Up - 2009 �Just Doing What It�s Designed To Do� Award


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I've yet to deal with a stratstone dealership which are decent or provide a level of service equal to the prestige and value of the vehicles they sell.

Some of the premium brand dealers have obviously transferred their chavvy sales guys from one of their lesser brand dealerships e.g Ford/Vauxhall as a promotion of some sort and believe they can use the same technique and style to service their clients.

Or maybe I've just been unlucky. Gone: RRS : HSE : TDv6 : 57 : Java Black : Ebony : 20"

Will,

good advice on the escalating the issues, thing is I have previously done this with their Head Office, Land Rover etc.
That sorted it last time, and to be fair to them they told me to contact Dealer Principal and Service Manager direct in future. But I hate pulling rank on people, I come across as a right anal .
Shouldn't have to namedrop every time you want decent service, saying that did refer the Service Rep to his Manager and it didn't seem to register much with him.
And there was me thinking they would have a 'marker' in their system against my reg, warning them I'm a complaining git and to tread carefully. Obviously they've missed a trick there.

I was going for the relationship bit, they were supplying dealer, I use them for service and maintenance work. Which is not small as a revenue stream for a business.
Then I would buy the replacement RRS from them, look after me and you get my money for years to come.
But I think their business model doesn't include repeat business factor, and I thought from a marketing point of view that was the cheapest and most effective.

As there is a decent golf course nearby, I've even gone and played golf while they have the car for a minor piece of work to give them four hours to complete it. Am I being to good to them.

James,

thanks for the feedback, and Lisa's details, I may well ask you to take a look. Even though you are a fair bit further, if I get good service the travelling time would be time well spent. Especially if I don't need to make repeat visits.
My other nearest Dealer is part of Lookers also and had also considered giveing them a try, if you guys put your motto into practice.

Alternatively, you might confirm that I'm one of those idiot customers that are impossible to please.

mcalia,

think you maybe right, I know Stratstones are now so big as a company that they just work on numbers and quotas, not relationships.
They're run by Accountants not Car People, like most large companies.
Ironically, it was bad treatment at a BMW Dealer that made me consider an RRS in the first place. And that was when I was trying to spend money at Sytner, they hadn't even got my money and they'd me off.
At least Stratstones weren't too bad in the buying process, until they got their grubby mitts on my money that is, and then the service level fell off a cliff.

We'd come and collect it if it were for a decent sized job (an annual service etc) as opposed to a replacement stop light bulb!!

Alternatively if you come in then you can have a loan car (one of our rather nice FL2's ).

Or............... Drop in during the morning, nip into London for some shopping amd pick it up on your way back out (we're next to the tube and only 15-20 mins to the West End).

James

Just thought of one more thing that confuses me.

Whilst waiting for the car to be moved from one parking space to another, before getting anywhere near the workshop, I had a good look at a MY2010 in white that was waiting to be prepped for handover. And it did look very good, even the front is growing on me.

And I was having a good look, underneath wing mirrors looking for the cameras etc. Not just going 'ooh nice car'.

Don't they realise, they have a customer looking at the new model who has had his current one for a couple of years, probably ready to trade up.

I know let's him off so he leaves without getting the warranty work done, that will help him into a new car with us, won't it????

I know they're service guys and not sales people, but this place is just not connected up. In any business customers pay the bills, wages etc, without them you don't have a business.

Oh well, it's all part of the 'Land Rover Experience'.

James,

all three are good options for me, and next service is due in November.

Any golf courses nearby? Doubt it?

Are you far from Wembley Stadium, could do the tour whilst there.

Cheers

We're 10 mins from the Stadium.

As regards Golf........................ The Grove is 25 mins and Stoke Park about the same too.

Regarding your previous post.... You are suffering from 'buying signals' which a dealer can usually treat effectively by administering a warm smile, some genuine interest and a blank order form!!

Give Lisa a call in Nov and we'll look after you.

James

Thanks James, and your location is growing on me.

Forgot to mention, your first reply was very diplomatic and appropriate.

And if you can treat symptoms of customers as well, think you have everything covered.

Charles Hurst Park Royal wrote:

We'd come and collect it if it were for a decent sized job (an annual service etc) as opposed to a replacement stop light bulb!!

Alternatively if you come in then you can have a loan car (one of our rather nice FL2's ).

Or............... Drop in during the morning, nip into London for some shopping amd pick it up on your way back out (we're next to the tube and only 15-20 mins to the West End).

James

islider wrote:

mcalia,

think you maybe right, I know Stratstones are now so big as a company that they just work on numbers and quotas, not relationships.
They're run by Accountants not Car People, like most large companies.
Ironically, it was bad treatment at a BMW Dealer that made me consider an RRS in the first place. And that was when I was trying to spend money at Sytner, they hadn't even got my money and they'd me off.
At least Stratstones weren't too bad in the buying process, until they got their grubby mitts on my money that is, and then the service level fell off a cliff.

mcalia,

didn't get past the sales guy at Sytner, so thought I couldn't chance dealing with them further down the line.

Interestingly my dealer do offer loan cars, if you book in advance, usually three weeks so not that convenient for warranty work ok for a service. And also pickup, but after watching the motorised musical chairs in the car park, I'm not sure that I'd trust their drivers with my car any longer than I'd need to.
Was told by one of their drivers, that another driver was let go, after he had three accidents in customers Range Rovers, final one a write off I think.

Thinking about I have GAP insurance, maybe I should ask them to collect it