Member Since: 17 May 2008
Location: Surrey
Posts: 9
Rear Seat Entertainment and a Dreadful Dealer
I am a new member to this forum although I have been reading it for over a year.
I took delivery of a new TDV6 HSE 2 weeks ago from Guy Salmon in Gatwick and have only managed to do 85 miles in the car (all of which are trips to and from the dealer).
Does anybody have any experience of the Rear Seat Entertainment Package (the one with screens in the rear of the front head rests) The problem I have is that the one on the drivers side doesn't work. Is this a known fault Has anybody else had this problem
The other problem I have is the dealer, Guy Salmon. The whole transaction has been pretty shambolic (forgetting to get my signature on documents, loosing my insurance certificate, etc) however the way they handled my problem with the DVD is shocking. The first time I took the car back they said there was nothing wrong and treated me like I was a child . The second time they kept the car for a week, didn't give me a loan car and gave my car back with the screen still not working but with mess all over the drivers seat . They now have the car for the third time (I know do have a loan car because I lost my temper) and we will see what happens Is this part of the change in ownership that the Dealers are required to mimic the service you get from a call centre in India
My question is are other dealers better or is this what you get with Landrover
17th May 2008 8:58 pm
pom
Member Since: 10 Feb 2008
Location: Worcestershire
Posts: 1790
reject the car and see if that gets their attention, otherwise goto a different stealer.
Welcome Nodsy to the world of Land Rover service, You should have had a loan car at your first attempted repair, however I would you let the dealer know that you will reject the car after a third unsuccessfully attempt at fixing the vehicle.
"I know that you believe that you understood what you think I said, but I am not sure you realize that what you read is not what I meant"
17th May 2008 9:05 pm
Nodsy
Member Since: 17 May 2008
Location: Surrey
Posts: 9
Thanks pom. Do you know where I stand legally? If I bought a TV and it didn't work I know I am entitled to my money back; is it the same with a car?
17th May 2008 9:07 pm
pom
Member Since: 10 Feb 2008
Location: Worcestershire
Posts: 1790
well i bought a used d3 from a stealer and the LR site says i can return it within 30 days if its a melon. I'm sure you can do the same.
Have you called LR assist out to look at it ?
Give them a call they are open 24x7 and you've paid for it so get them out )
Pom
17th May 2008 9:09 pm
Gareth Site Moderator
Member Since: 07 Dec 2004
Location: Bramhall
Posts: 26701
I can't believe they are so bad, its shocking. Personally, I would be wanting a calm face to face meeting with the DP for his explanation of the issues, and why they left your car in such a state.
If that does not get it sorted quick, then Land Rover Customer Services will want to hear about it.
17th May 2008 9:13 pm
Nodsy
Member Since: 17 May 2008
Location: Surrey
Posts: 9
I haven't had the car to call them out. The dealer has had the car for most of the time I have owned it! To be fair I had a TDV6 7 Seat previously and Landrover assist were very helpful when the parking break pads jamed the rear wheels whilst I was in France. And the dealer I bought it from (Sturgess) was pretty good. I just didn't expect to be dealt with like this.
17th May 2008 9:15 pm
DG Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50934
Land Rover Assistance may only come out if your vehicle is immobilised ...not necessarily for a DVD You are unlikely to be able to reject the vehicle on the basis of a faulty DVD player. You could try another dealer under warranty though. Guy Salmon in Thames Ditton have always provided excellent service IMO 21 year LR veteran > D2 GS 2003 > D3 S 2006 > D3 HSE 2009 > D4 HSE 2013 > D4 HSE 2015 > D5 HSE 2018 > DS HSE R-Dynamic P300e 2021
17th May 2008 9:23 pm
Ken
Member Since: 20 Feb 2006
Location: Here
Posts: 10865
Might be cheeky but do you know how the RES works first of all is it switched off on the front screen is it switched to DVD ?
17th May 2008 9:58 pm
Nodsy
Member Since: 17 May 2008
Location: Surrey
Posts: 9
I have spent a lot of time with the instruction manual looking to see if I am missing something but even the dealer does (finally) agree that it isn't working properly. They had four different people look at it today all of whom agreed that it wasn't working. My frustration is why don't they take a customer seriously unless you get angry?
I was wondering if this system is known to be problematic, I don't see many discovery 3 with it so is it something I should have avoided? I had had a quote from a car HiFi dealer in Weybridge to have this type of rear seat entertainment retro fitted at a cost of £1000 (almost half the Landrover cost) and right now I think I probably should have bought a standard car and had this fitted.
17th May 2008 10:13 pm
mick
Member Since: 21 Jan 2007
Location: Yorkshire
Posts: 2049
No concelation to you but Guy Salmon Wakefield are very good.
17th May 2008 10:14 pm
Paul J.
Member Since: 09 Dec 2005
Location: Leafy Cheshire
Posts: 7257
Guy Salmon in Knutsford are equally shambolic.
Paul
18th May 2008 9:24 am
SEAS
Member Since: 01 Aug 2007
Location: Warwickshire
Posts: 35
Write a letter to Mike Mulholland personally (he's director of customer service at LR) I used :oops:to have his mobile number and from past experience, when he gets involved, things happen very quickly. With his help, I managed to get a freelander changed because of faulty paintwork which the stealer denied. After 11K miles and repeated threats, after speaking to Mike, the dealer principle was on the phone within 5 minutes asking what colour I wanted on the new car!!! You are able to reject the car on the basis that the DVD does't work, after all it must be fit for purpose and if it is not working, it's not fit for purpose, no different than as if the wheels fell off, you have paid for it and therefore it should work, simple as that.
How come you didn't go to GS at Thames Ditton? Bought mine from there after visiting a few local dealers and found the experience to be totally pain free. Is you car brand new or a pre-reg? If pre-reg then you have the 30 day exchange period.
G
18th May 2008 6:46 pm
DG Site Moderator
Member Since: 12 Dec 2005
Location: The Gaff
Posts: 50934
SEAS wrote:
You are able to reject the car on the basis that the DVD does't work, after all it must be fit for purpose and if it is not working, it's not fit for purpose, no different than as if the wheels fell off, you have paid for it and therefore it should work, simple as that.
You might want to reject it but the law states that the dealer has to be given reasonable opportunities to resolve the issue. What you and the dealership think is reasonable might be two different things We can't all phone up our buddy Mike eh ....feck....he wouldn't have time ...and LR would go bankrupt if he had to deal with all the letters that might emanate from this site ....I could think of a thousand rejections on the basis of the EPB alone 21 year LR veteran > D2 GS 2003 > D3 S 2006 > D3 HSE 2009 > D4 HSE 2013 > D4 HSE 2015 > D5 HSE 2018 > DS HSE R-Dynamic P300e 2021
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The problem I have is that the one on the drivers side doesn't work. Is this a known fault 
shocking. The first time I took the car back they said there was nothing wrong and treated me like I was a child 
. The second time they kept the car for a week, didn't give me a loan car and gave my car back with the screen still not working but with mess all over the drivers seat 
You are unlikely to be able to reject the vehicle on the basis of a faulty DVD player. You could try another dealer under warranty though. Guy Salmon in Thames Ditton have always provided excellent service IMO 
