Outstanding Dealer ?

The pressure should /is on the dealer not on the customer. It's up to him to try and be outstanding. Be honest otherwise everyone will be " outstanding" whilst making no effort to become so.

My dealer finance manager tried the same trick with me, just after he handed me the keys. Given the issues I had at handover and leading up to it I told in no uncertain terms he wouldn't be getting a good score, he then replied it would effect the salesman bonus - my reply "so what he should have worked harder for it".

I filled in a form stating what parts of the process I wasn't happy with, and haven't received any contact from anyone since!

Hi Everyone,

I’m sorry to hear that you’ve been asked to amend your feedback by the dealership, at Land Rover we are interested in true reflection of your experience so that we know where positive feedback is required or improvements need to be made.

If you would like to provide feedback directly to me I can pass this on to the relevant departments.

AndyF – I tried to send you a private message but it’s disabled, please get in touch if you would like to discuss this further.

Kind Regards,
Nick

I've enabled private messages but I won't be willing to name my dealer.

It should be clear to Land Rover that requiring outstanding is a broken strategy (assuming I was told the truth) which is also the view of my dealer. Why do so many people who come up with these strategies fail to see the consequences.

You might want honest feedback, but I want my dealer to remain as a financially viable Land Rover dealer (just a few miles from where I work) so they can fix and service my car. I would be extremely unhappy if they chose to switch to a different brand, leaving me to find an alternative dealer far away. Remember that I'm perfectly happy with my dealer, I just wouldn't rate them as outstanding.

I have far stronger feelings about what car manufacturers could do to improve their cars than I do about what the dealers could have done better - but I've never once been asked by any manufacturer for my views. Maybe if the Land Rover survey (which I haven't looked at yet) was to ask me for my opinion about both the car and the dealer, then I would feel more like a valued Land Rover customer and not like a cash opportunity. I suppose car manufacturers don't see buyers as customers.

You need to have 5 posts before your PM's are enabled so go and add a reply of a smiley to a thread somewhere or post an answer to this and you'll have the required 5 posts!

(27-07-2012 09:40am)KaDargo Wrote:  I filled in a form stating what parts of the process I wasn't happy with, and haven't received any contact from anyone since!

+1

If I'm not mistaken there are two different surveys doing the rounds, one is specific to your purchase experience and is more dealer orientated, the other comes from Land Rover and is geared much more to your ownership and driving experiences, issues with the car good&bad, with feedback going to LR engineers/testers.

I've had both and completed both.

I've complained about my whole experience and nobody cares, the cars are selling and thats all anyone cares about, seems you're either luck or you're not and if not then 'thats what Land Rovers do.....' seems to be the excuse.

I completed the survey and compared to many of the dealer experiences reported through the forum mine was actually fine, so I rated them outstanding and was surprised to receive an email from them offering me 10% discount on servicing.