On Wednesday last week my 08 RRS TDV8 decided that it wanted to lock itself permanently in low-range. They had the car for a couple of days and ordered a new transfer case solenoid which they belived would fix the problem. On Friday they called me to say that it didn't fix the problem and they didn't know what was wrong and wanted to keep the car. As I had numerous plans for the weeekend I asked them for a loan car, which they refused, but after a few terse words they agreed and gave me a base-model Ford Mondeo.

But here is where my dilema starts.

This weekend is my 10th wedding anniversary and I have a long standing reservation at a very nice and exclusive 5 star resort, together with some nice dinners and some drives through the mountains. To put it bluntly there is no way on earth that I am going to turn up to that resort in a base model Ford Mondeo and my view is that Land Rover should provide me with a car equivalent to my $150,000 fully spec'd TDV8. Land Rover have so far refused to assist despite the fact that I am supposed to be celebrating my 10th wedding anniversary.

I know that Land Rover can't control the timing of my vehicle breakdown, but is it too much to expect a little bit of compasion/good will given the circumstances or is it just standard fair for Land Rover to show a complete lack of understanding or value client service? 2008 TDV8, Stornoway Grey with Alpaca premium leather, Adaptive cruise, Adaptive Bi-xenons, sunroof, Premium Nav, Premium ICE Logic 7, telephone, active locking rear diff, console coolbox, seat memory, powerfold mirrors, tow pack, window tint, dual battery, engel fridge, Goodyear Mud-Terrain tyres.

I'll be the first to stick my neck out...

Mixed views on this one really.

Do I think LR should offer you a loan car - Yes.

If they had no loan cars, do I think they should go out of their way to get you another car - No

Not being funny, but if the car you turn up in is important then I think you have different priorities to me. I tend not to care about what the valet parker thinks, nor am I bothered by the views of other guests. End of the day, you know what you are worth, not other people.

On a 10 year anniversary, its not the car you are in that should be the worry, its the experiences you have on that weekend. I fear that you would be letting your current resentment for the dealer cloud your whole experience for the weekend

When I bought my RRS, I had a few teething problems, and in the first week I was without the RRS, with a funeral to go to and family to ferry about - in that instance, the sales manager lent me his car for the day. It was a truly exceptional issue, and amazing customer service

However, if they were unable to do this for me, I would clearly have been annoyed but would have found another way to get round it.

I guess what i'm saying is that it sounds like LR are doing all they can to fix your car, and its just a shame that its taken too long and that they can't offer you an alternative. And demanding a goodwill gesture could just end up with you having to foot some of the bill for your repairs

Surley this is covered by the warranty agreement. Used to be a like for like up to 7 days, several years back replacement car was delivered to doorstep and I then dropped off at the dealers when fixed.

Maybe its changed or different down your part of the world

If I was going to be spending the entire long weekend in the resort withouth the nee for a car then I agree it wouldn't be an issue and I'd be happy to turn up in a taxi. But the Blue Mountains near Sydney have some of the best scenic drives around and some great dirt tracks that take you to breathtaking lookouts and waterfalls and these drives make up a big part of my planned weekend. Unfortunately I can't do the majority of these drives in a Ford Mondeo or any other sedan car for that matter.

So my grudge isn't based on my vanity, it is based on the fact that I have a brilliant long weekend planned to celebrate what I consider to be a very important occassion (10 years marriage in the current age is a major milestone) and I don't see why I should have to give it up simply because Land Rover won't supply me with a car even remotely equivalent to the one I purchased from them. 2008 TDV8, Stornoway Grey with Alpaca premium leather, Adaptive cruise, Adaptive Bi-xenons, sunroof, Premium Nav, Premium ICE Logic 7, telephone, active locking rear diff, console coolbox, seat memory, powerfold mirrors, tow pack, window tint, dual battery, engel fridge, Goodyear Mud-Terrain tyres.

Hi 640,

Sorry to hear about your issues! In short, yes i strongly believe that the dealer or Land Rover Australia should be taking steps to get you into a RRS for the weekend.

I exactly understand why you would want to go to the Blue Mountains in a RRS, and not a poxy Modeo!

Is it the dealer that will not supply you with the car? Where is your "broken" car currently?

2R

My RRS has been sat in Alto LR service centre since last Wednesday. They are now claiming that they need to replace the entire wiring loom on the car, which needs to be ordered from the UK. It will take 2 weeks to arrive then they have to install it and test it so they'll probably want the car for the best part of a month. I reckon I'll be lucky to see it again before Christmas which will really, really me off.  2008 TDV8, Stornoway Grey with Alpaca premium leather, Adaptive cruise, Adaptive Bi-xenons, sunroof, Premium Nav, Premium ICE Logic 7, telephone, active locking rear diff, console coolbox, seat memory, powerfold mirrors, tow pack, window tint, dual battery, engel fridge, Goodyear Mud-Terrain tyres.

Oh dear I had to wait for over a month just for a replacement steering angle sensor to arrive at Melbourne Land Rover (MLR) from the UK...

Have you spoken to the Dealer General Manager to put your case over?

Are Alto privately owned or part of a corporate?

Further to my last note just been looking on the web for Alto. I would suggest you give the dealer chance to resove this by going to the Dealer Principal/GM. If they have a customer service bone in them you'll get your weekend fixed at the least.

After that go to Alto head office and try and speak to the Managing Director, who from the site is listed as Anthony Altomonte.

At the same time in parallel go to Land Rover Australia head office to state your case to complain for a loan car, for at least this weekend. The person you need to speak to is John Cooke - National Technical and Customer Manager. You will need to be persistant, as he's not the most forthcoming, and ironically given his role and title he's not the most customer focussed individual I have come across.

(In my case he first ignored me, and then when I escalated above him, he contacted me and made several written commitments on behalf of Land Rover Australia to stop me beginning legal action, including loan cars and finance payments as gestures of good will, and then failed to deliver on them. Most unethical of him.)

If John Cooke isn't forthcoming, then contact the General Manager of Land Rover Australia - Roger Jory.

Give me a mail (anyone for that matter with just cause) if you want the direct contact details for John Cooke and / or Roger Jory.

640, whilst not a RRS, Alto have loaned me both D3's and Freelanders when they have had to keep mine in for a protracted period... perhaps because i am a regular there

So why can they not do it this for you even a FL is a step up from a Ford mundane.. Another Pommie Bar Steward down under

MY20 Defender 110 SE P400 Eiger/Ebony
MY10 3.0 RRS TDv6 Fuji/Ebony/Anigre

2nd Rower wrote:

Hi 640,

Sorry to hear about your issues! In short, yes i strongly believe that the dealer or Land Rover Australia should be taking steps to get you into a RRS for the weekend.

I exactly understand why you would want to go to the Blue Mountains in a RRS, and not a poxy Modeo!

Is it the dealer that will not supply you with the car? Where is your "broken" car currently?

2R

Tell them you want to buy a MY10 and you need to have it for a full weekend test drive to ensure you are happy

leedsunited wrote:

Tell them you want to buy a MY10 and you need to have it for a full weekend test drive to ensure you are happy

Just a quick update. Land Rover Assist finally came to the party with a more suitable loan car, and whilst it wasn't a RRS it was a nicely optioned Discovery 3 so much more enjoyable to drive than a base model Ford Mondeo. Only downer was that all of the National Parks were shut because of the Extreme Bushfire danger and the 42C temperatures all weekend.

Now I just need to wait and see how long it takes to fix my RRS...  2008 TDV8, Stornoway Grey with Alpaca premium leather, Adaptive cruise, Adaptive Bi-xenons, sunroof, Premium Nav, Premium ICE Logic 7, telephone, active locking rear diff, console coolbox, seat memory, powerfold mirrors, tow pack, window tint, dual battery, engel fridge, Goodyear Mud-Terrain tyres.

640Newton wrote:

Land Rover Assist finally came to the party ......... a nicely optioned Discovery 3

glad to hear it...

640Newton wrote:

downer was that all of the National Parks were shut because of the Extreme Bushfire danger and the 42C temperatures all weekend.

the temp gauge on the Sport hit 41 today on Pennant hills road were the mountains not a bit cooler  Another Pommie Bar Steward down under

MY20 Defender 110 SE P400 Eiger/Ebony
MY10 3.0 RRS TDv6 Fuji/Ebony/Anigre

We left the mountains at around 11am and it was already 38C on the car thermometer and was forecast to hit 42C. Saturday was 37C and Friday was 42C also. Everyone up there was struggling as they are normally a good few celcius cooler than at the bottom of the mountains. Good job they had a nice outdoor pool at Lilianfels. 2008 TDV8, Stornoway Grey with Alpaca premium leather, Adaptive cruise, Adaptive Bi-xenons, sunroof, Premium Nav, Premium ICE Logic 7, telephone, active locking rear diff, console coolbox, seat memory, powerfold mirrors, tow pack, window tint, dual battery, engel fridge, Goodyear Mud-Terrain tyres.