As the title says, who is responsible?

I’ve read a lot of negativity about JLR approach to customers and read a lot of reasons why but I wonder who or what is responsible for it. Obviously money is the main reason but is that because JLR are close to a financial crisis or because the company owners want to take as much as they can before it goes under. 2012 5.0 SC AB
Mods:
TPMS
Genuine LR DRLs
Remote Boot close from key fob
2016 Discovery 4 Mirrors AKA RRS2
2014 L405 Surround Camera retro fit (WIP)
2013 RRS Dual View Screen fit (Complete)
2016 LR4 RSE
2014 LR4 Homelink
2016 FFRR Electrochromatic Wing Mirror Glass

70 plate Focus ST (Current)
1942 VEP Ford GPW Jeep (Willys) (Current)
1943 Whites M16 Halftrack (Current)
16 plate Eurofighter Typhoon, 2 x Eurojet engines with 20,000lbs thrust each. 1380mph

I suppose it starts at the top............ Herr Dr Speth. If he says “ improve things “ then all the minions below him will do their utmost to improve BUT I don’t think anyone at JLR is worried about customer relations, the attitude is that they sell to the dealerships and customer relations is a problem of the dealerships to fix as they sell the cars. 2020 Pangea Green 1st Edition D240 New Defender 110 is here and loving it
2018 Melting Silver Mini Countryman PHEV - soon to be replaced
2015MY Corris Grey SDv6 HSE Dynamic, the best car I have ever owned, totally reliable only a cou0le of rattles in 3 years, now no longer in my care
Also in my garage is a 1996 TDi300 Defender 90 County HT made into a fake CSW

Its the same as Mercedes.. they have given most if not all of their car sales/after sales to LHS. They want to design and manufacture, and don't want to handle the gripes of actually selling them and dealing with the aftersales.. It seems most manufacturers will go the same way.

It’seems different here which is surprising as customer service can be poor.

The LR dealer was fantastic, shame about the car. My wife has a 3 year old A Class, the service from the dealer is fantastic, they come and collect her car, leave a loan car with us and bring it back serviced, although sometimes they do it while she waits. BMW wise, this is my 4th in the last 6 years, 3 from the same dealer. Again, the service has always been excellent.