Hi all I am Gihan. I recently graduated from the University of Melbourne with double degrees in Mechanical Engineering and Commerce. My story is taking place in Sri Lanka and this bitter ordeal is as follows.

My father decided to buy a brand new Freelander 2 back in June 2011, and he placed the order through the only Land Rover dealers in the country. The contractual agreement was for the vehicle to be delivered by the end of October. However due to numerous excuses the vehicle delivery was delayed, and eventually was in Sri Lanka by early February this year. Upon inspection before taking delivery my father had noticed several large dents on the bonnet and the driver-side rear door. There had been deep scratches up to the metal on the bumper and the front passenger door. There was a large stain on the rear seat as well.

He had instructed the dealer to not carry out any repairs without his approval. However the very next day the dealer had taken the vehicle to a local facility to attempt repairs. They had applied body filler and had attempted to locally paint the vehicle.

But my father had rushed to the scene and had taken pictures and we have these as evidence of the damage and the attempted repairs. We were furious as we did not order a dented, scratched and repaired vehicle. My father had given his dissatisfaction in writing to the dealer as well. However the people responsible were absconding the matter and the only resort was to lodge a complaint with the police. The management were called for an inquiry yet they did not turn up, but instead sent a representative who was also a director of the company. He was also shocked to see the extent of the damage and agreed that at least the parts needed to be replaced if the vehicle was not to be replaced.

I even corresponded with the Land Rover administration team. I was advised to contact Guava International. They are the fleet managing company for Land Rover in countries where the demand for the brand is not so high. Despite there intervention we are yet to achieve a favourable response. The Land Rover agent here in Sri Lanka acts in a very appalling manner. They do not even acknowledge receiving letters. Further they are still absconding this matter as well.

We are left without a vehicle for close to a month now. I remind you all that this is additional to the 3 month delay of delivery. I placed my trust in the brand, which I thought set the bench mark to many other four wheel drive manufacturing companies. I am so disappointed with the brand and their agents. This is even before using the vehicle. As every possibility of achieving a favourable outcome appears to be so far away, I humbly request for your opinions, and or any contacts you have in the UK to resolve this matter.

looks like the vehicle has somehow been damaged during transport and may be reason for delay, ie vehicle has been sitting somewhere while they were thinking what to do with it.

the short answer to this is your father does not accept the vehicle whether repaired or not.

he is refunded any deposit, etc and if I were him I would put this down to experience and buy another make of vehicle, and avoid Landrover for ever more.

sounds like Landrover have problems doing business in his part of the world ??

Iain

GihanB
Firstly do note that delays up to and including the 3rd month are usually normal in the contract of sale for new vehicles from any manufacturer. Beyond that any further delays that are reported (or not) thereafter may entitle (depending upon the law applying in that jurisdiction) to either compensation or to permit the cancellation of the order and a full refund of any deposit paid. So do check the contract-of-sale document.

-o0o-
Furthermore:
Chronologically document every stage of the order being placed by your father right through to his rejection of the vehicle. Include the vehicle's VIN number.

List all the communications (written - postal or electronic, 'phone, or face-to-face) that took place between your father (and any of his representatives) with any and all of the supplying LR dealer, country and/or regional LR distributor (and their representatives)

Send all including any photographic evidence of the egregious condition of what was a new vehicle order to Land Rover's "Global Marketing Manager" based in the UK HQ (search the web for LR's HQ telephone number - maybe someone on FreeL2 has the number?)

I am not currently up-to-date as to who the GMM may be - but he or she is your starting point. Send all items (and keep copies) by registered post. And do it as a matter of urgency - any delay may harm the authenticity and validity of your father's claim.

State that due to the extensive nature of the damages at the point-of-delivery your father rejects the vehicle and seeks either a full refund of the deposit paid, or the supply of a new vehicle. Act now.

iain cooper wrote:

looks like the vehicle has somehow been damaged during transport and may be reason for delay, ie vehicle has been sitting somewhere while they were thinking what to do with it.

I used to live near to a Leyland dealer back in the 70's and very often a double deck car transporter would turn up with the latest delivery of brand new Metro's and Allegro's, I saw in numberous occassions that the front most car on the top deck was damaged where it had been struck by low hanging tree branches on the lorries delivery route.
I often wondered whether the person buying that car new was aware it had required a new bonnet and windscreen and a respray before they took delivery?

GihanB
Just had a 'phone conversation with a contact of mine - here's what he said:

Land Rover are currently recruiting for as new Global Marketing Brand Manager (anyone who wants to apply the closing date is 29th FEB) and so it would be best to address your enquiry to:

Colin Green
Global Retail Operations Director (as your complaint is a retailing i.e sales one)
Jaguar Land Rover

For address etc., you can contact him via +44 1926 641 111 to get full postal and email address.

I wish you a successful outcome

Just a different angle of view...
What if the dealer doesn't tell you the car arrived, repair it, and then hand it to you as nothing's happened?
You will have the impression that all is OK and enjoy the new aquisition, without knowing ever what happened...
Thousands of cars around the world are in this situation.
So?...
What if the car was spotless and you took it and the next day, on the street, a bicyclist put a deep scratch on the driver side, from front to rear?
Would you refuse the car also? Or repair it?
Are you sure you don't complicate your life for small things?
How long would you wait for a new car?

alex_pescaru wrote:

What if the car was spotless and you took it and the next day, on the street, a bicyclist put a deep scratch on the driver side, from front to rear?
Would you refuse the car also? Or repair it?
Are you sure you don't complicate your life for small things?
How long would you wait for a new car?