About a month ago, I was emailed a questionnaire from JLR asking for feedback in regards to my recent June visit to Stratstone.

Some of you may remember that not only did they dick me about on a while-you-wait Service on my old FL2, and despite knowing that I was ready to trade out of it for a MY2013, all the salesmen were doing was shuffling paperwork trying to look busy, I was pretty scathing in my feedback. I highlighted that owing to their poor attitude, and inability to even approach a potential customer to ask if there was anything that they could do, I also vowed to take my business to another dealership, and never spend a penny with Stratstone again.

As some of you also know, recently I drove 300-odd miles up to Cumbria to change vehicles, where the service received (Lakeland Coniston) couldn't have been more helpful, and the polar opposite of what I had received in 3 outings to 2 different Stratstone dealerships.

So imagine my surprise when I received a telephone call from Land Rover Engineering Centre on Friday afternoon, who wanted to know more about my "experience" with aforementioned poor dealership chain.

Having regaled my experience(s) to a very nice young lady, I was then told that, as I had stayed loyal to the brand by buying another FL2, as a gesture of goodwill they would pick up the bill for the next service at any LR Dealer of my choice. I wasn't expecting this at all, so was even more delighted when this morning, on my doormat lay a letter from JLR confirming the offer. Totally unexpected, and evidence that they DO take feedback about their dealerships very seriously indeed. The offer became even sweeter when I realised that my next service, due next August, is in fact a 'B' Service, as it just had an 'A' service early when i bought it, so that to me is effectively a cheque for £600-odd. Well done Land Rover is all I can say!!

Moral of the Story:- If you dont let them know about bad experiences, they will never know, and never be able to take steps to address any issues. I'm not for one minute suggesting that they are going to make this offer to all and sundry, but it reaffirms my faith in them as a Company that they take service levels very seriously indeed.

All in all, a very happy Badger here  Foraging near Gaydon....
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MY13 HSE Lux SD4, Baltic Blue - current, 30,000> miles without fault
MY12 HSE 2.2 SD4, Sumatra Black - gone after 10 months/43,000 fault-free miles

When I had my Disco 2 and I had to contact LR customer servives I found them to be the rudist most unprofessional people I ever had to deal with,2 mobile numbers and a landline number not one person ever called me back,it took a week of phoning each day to get any answer and that was my warrenty was void I did think never to buy another but here I am on my fifth LR.I am pleased for you that you had a good outcome

I think that what has surprised me most was that I didn't contact them - they contacted me. They obviously value customer feedback, good or bad, and I salute them for taking a pro-active approach...a lot of company's could learn a lot from how they dealt with the matter. Foraging near Gaydon....
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MY13 HSE Lux SD4, Baltic Blue - current, 30,000> miles without fault
MY12 HSE 2.2 SD4, Sumatra Black - gone after 10 months/43,000 fault-free miles

I think you were lucky. I've moaned about a dealership with valid points and had proof to back it up. LRCS phone me, sounded sympathetic, but ignored me after that. Don't hold your breath.

I've just done the very same with Stratstone and poor vehicle prep on my new one. Stratstone head office called me and I explained all to a very sympathetic ear.

However.....just had a voicemail from the salesman who sold me the veh who obviously thinks this reflects on him by his tone!! So an email has been sent explaining all!! 2013 FL2 - Black Edition Auto
2013 FL2 - Black Edition Manual GONE!
Founder of the 'Microscopic LR Spoiler Badge Club'
Destroyer of chrome rears.....

Had that lady phone me to 10 months ago,,...can't remember her name but sent a letter to say if I had any more trouble with strastone to phone her while at the dealership,...that's why I travel down to oooarrrr combine harvester country,,...and not my strastone LR down the road. Current: Freelander 2 GS, Orkney Grey, Factory fit privacy glass, design pack and Clearview pack. Almond Leather ,rear spoiler,rear mudflaps.my13.

Gone:Freelander 2, GS, "61"

Gone: Freelander 2, GS.e, "59"

Gone: Freelander 2, S, "08"

To be fair, the LR Brand Director for Stratstone, one Mr. David Stone who is based in Mayfair, did try and sort out the initial issues with their former Slough site. Unfortunately, having re-instilled some faith in the group with me, all his hard work and effort was undone when I visited another branch in a different County, and was totally ignored for 3 hours by a lackadaisical team of "salesmen" (I use the term loosely!)

Whilst we frequently hear of horror stories on here and other forums regarding Stratstone, there are some branches reviewed on here, particularly up north who appear to provide an exemplary service, so it's important to take a balanced view. I guess they must be doing something right overall, given the size of the Evans Halshaw group...perhaps part of the problem lies in the recruitment process, as it is evident that some employees are just in it for the ride, and not really interested in the art of customer care, sales or service. Food for thought! Foraging near Gaydon....
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MY13 HSE Lux SD4, Baltic Blue - current, 30,000> miles without fault
MY12 HSE 2.2 SD4, Sumatra Black - gone after 10 months/43,000 fault-free miles

My stratstone dealer gives excellent service, then again they were a family business before the large group took them over, they have now changed again to Pentland. 21MY Defender 90 S 3.0 D200

Most of the senior management team at Stratstone Solihull have been sacked and replaced in the last 2/3 weeks due to crap customer service.

Certainly we went to go and by a new Sport, and they couldn't be bothered to talk to us.

They have imported one of their so called high flyers from their dealer in Cheltenham to be the new principal.

Due to my feedback, LR are arranging a factory tour  Freelander 2 HSE Lux SD4 - Sumatra Black

Hi Badger, may I be so bold as to ask which Stratstone? Feel free to pm the answer. I'm hoping it's not the one I want to buy from that is near me!

Can't heap enough praise on Stratstone Solihull. In the relatively 7 short months we've been part of the LR owners club, they couldn't have been more helpful and professional.

Owing to this forum and some of the common problems highlighted - we've experienced a few of them so far - they have all been rectified without any fuss under warranty. Last problem being the rear diff noise which i thought would cost seeing as it was just out of warranty was all paid for by Stratstone and LR collectively.

Particular praise goes to Graham, currently I think still the Service Manager there - always a pleasure to deal with.

Maybe we should start a secret shopper type survey and root the good ones out from the bad ones officially - name and shame springs to mind!!! MY2010 TD4 HSE Santorini Black, 19" Alloys, Almond Leather, Lux Pack, Rear Spoiler, Adaptive Xenons