Member Since: 19 Mar 2006
Location: Lancashire
Posts: 2
North west dealers
First things first, my first post after spending a few days browsing & may i say what an excellent forum.
Just in the process of ordering my 1st landrover ( disco 2.7tdv6 s.e)
But before i do just wondering what experiences of dealers around the north west anyone has ? i.e customer service etc.
p.s
Hope i'm doing the right thing, been used to excellent customer service from Bmw. Getting shut of 54 plate 530d se for Disco.
22nd Mar 2006 9:09 am
Tiger
Member Since: 13 Mar 2006
Location: Wales
Posts: 488
Don't know anything about the North West, but I have found dealers to be lacking all over. The service received when buying has been miles away from the brand positioning. During the buying process I just came to accept this.
I don't think Land Rover is unique however, I have had nothing but bad service from Audi dealers also, again a brand that repositioned itself and the dealers didn't quite match the expectation.
What we have to accept is that Dealers are independent of the manufacturer and are a franchise, they tend to be small business with no training programs but the obligatory agreed training in the franchise agreement, salesmen tend to bunk off training as it eats into their commission opportunities, customer service tends to suffer.
The whole dealership model is flawed as internally the Sales, Service and Parts work as separate business, service will invoice sales for a PDI etc, parts will invoice sales for that free set of rubber mats thrown into the deal, each department has its own targets and separate managers all reporting to the Dealer Principal and all invoicing each other with margin to improve their departments figures. This generates a blame and not our problem culture internally and this is of no use to the customer. Because the major motivation in a dealership is profit and not customer service, salesman are paid on commission based on profit per sale, once they get the signature the natural next step is to look for the next and not spend time on looking after customers.
Oh that turned into a bit of a rant and a bit of a generalistion but you get the idea
22nd Mar 2006 9:37 am
Mr Bling
Member Since: 06 Mar 2006
Location: Lancashire
Posts: 259
Hillendale of Nelson (part of the Prestons group) are excellent. No complaints whatsoever, and I've been using them for several years (I had a Disco 1 previously). In fact, the quality of the dealer and their service was partly what persuaded me to get myself a Disco3.2005 Disco 3 TDV6 7 seater. Leather, DVD, fully colour-coded.
1970 Triumph Spitfire Mk3
1981 Triumph TR7 FHC (16V Sprint)
2001 Porsche Boxster 2.7
Tiger, very well put and very true. Thankfully there are a few exceptions out there that value customer service above or at least on a par with sales, unfortunately there just isn't enough of them
I went all the way from Aberdeen to Lakeland (Coniston) for my TDV6 SE and I am already looking forward to going back there for my 1st service. Nice family run business without all the corporate nonsense and it shows. Land Rover is their business and their customers are their bread & butter. Contrast with a multi franchise plc who don't really care about what they are selling, so long as they are selling something. Try Lakeland and tell them I sent you - watch them run for cover!!
I hve bought 2 cars from Hartwell St Helens and other than inherrent LR faults their service is always top notch. Very good service department and always willing to negotiate best prices. Sales good as well and able to nail them to the floor when doing the dealD3 05 SE (old one)
RRS 08 SE (new one)
formerly mxgeldar7
22nd Mar 2006 11:32 am
Biggles
Member Since: 15 Apr 2005
Location: U.K.
Posts: 55
Depends on where in the North West you are,
Would never ever step inside James Edwards of Brock again they are ignorant tell the best of lies.
Moved my custom to Lakeland Landrover nr Ulverston the difference is chalk and cheese. Lakeland are a lovely company and make you feel very welcome.Just popped over from the dark side.
Member Since: 03 Jan 2006
Location: Romiley
Posts: 13710
If you're interested in Manchester dealers - Guy Salmon in Stockport have been fine with me and I have only heard good things about Williams in Manchester.Steve N | 21MY Defender | 08MY Discovery 3 (history) | 06MY Discovery 3 (ancient history)
22nd Mar 2006 1:13 pm
adam
Member Since: 20 Sep 2005
Location: Home and Happy
Posts: 6917
Bought mine from Williams - great service and had a repair done at Salmon's - also greatNow Golf GTI PP, 7 speed DSG.
Ex D3 and D4
22nd Mar 2006 5:01 pm
transman
Member Since: 15 Oct 2005
Location: Up Northwest
Posts: 45
Try Kentdale Landrover @ Kendal. Same ownership as Lakeland, but much much easier to get to from M6. Excellent service, friendly, nothing too much trouble, staff who really care. I have bought a good number of Discos from them, and wouldnt go elsewhere, despite using the dutch auction method if I`ve had to.
Cant recommend them too highly- beats your city dealers with their high prices every time !
22nd Mar 2006 7:29 pm
horton_graham
Member Since: 10 Jun 2005
Location: cheshire
Posts: 177
although I live quiet close to Chester, I've never been impressed with JAmes Edwards in Chester.
I bought my 06 S from JAmes Edwards in Brock, same name different location.
I've been very pleased so far.
Sorry to see that they have had a very negative on this forum already.
Giles the salesman was very helpful to me.
Transman - Are you sure they are the same owners as Lakeland?? I've heard different, but remember - I'm a tourist! I'm sure one bloke said he went from Kentdale to Lakeland any enjoyed the difference..... Different companies methinks..... Anyone???
Last edited by JMC on 22nd Mar 2006 8:51 pm. Edited 1 time in total
22nd Mar 2006 8:22 pm
horton_graham
Member Since: 10 Jun 2005
Location: cheshire
Posts: 177
although I live quiet close to Chester, I've never been impressed with JAmes Edwards in Chester.
I bought my 06 S from JAmes Edwards in Brock, same name different location.
I've been very pleased so far.
Sorry to see that they have had a very negative on this forum already.
Giles the salesman was very helpful to me.
22nd Mar 2006 8:25 pm
lancsamb
Member Since: 03 Feb 2006
Location: Blackpool where it does happen every night.
Posts: 433
my own experience is the Hillendale Land Rover of Nelson really treat you very well indeed. Sales and after sales very good. I got telephone calls from service manager some times after my car had been in to make sure I was happy with them. They really did seem to care. My next car came from James Edwards of Brock who really dont seem to care at all. No customer service at all just lack lustre really. Parts manager useless , (personal experience) . Buy all my parts now through this forum now anyway. Next car will go back to Hillendale.
Nuf saidLandrover Discovery 3 TDV6 S 7 seat Automatic
Zambezi Silver my second love
22nd Mar 2006 10:25 pm
Smarticus
Member Since: 01 Jan 2005
Location: Northumberland
Posts: 655
Lloyds of Carlisle have a very strong customer care culture and their customers keep coming back for more. They come and collect my car for service (about 50 miles away) and leave me a D3 to play with whilst they have mine. Wouldn't dream of going anywhere else....Disco 4 TDV6HSE
Defender 200TDi CSW
RR Evoque
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