This week my car went to Lookers Chelmsford, the service was so bad in the end I actually thought they were doing it on purpose. This is a very very quick run down, it does not include dozens of phone calls, being put on hold for ages and not being rung back:
Day 1: Dropped car in for work totally max three hours (all prebooked). No call from garage, I chase.Car not ready.
Day 2: See day one.
Day 3: Found car not worked on yet. They advise they will need for another day. I say you fix or I take one of your cars (same spec) home.
Evening of day 3: I sit about while they fix it.

They have some great staff who do their best but the garage is flooded since Hadleigh closed.

Avoid till service improves.

Did the dealer principle phone me back today.....NO

Did I have to phone back and chase ....YES

Did he remember the phone call to me friday.......No

Did he try to make me feel sorry for him...YES

Did he listen to me .....NO

Did he want to listen that there are Forums like this that discuss issues like this...NO

Did he want to tell me lookers is top of the leauge...yes

For your info it sounds like lookers have no credit with suppliers so can not get extra parts and send back.

The dealer principle even complained to me that it cost them money looking for unreported faults, to which i responded.....it cost you the price i paid for a new car with a three year warrenty,

End result i have to re book with guarenteed one day service....and the words of sorry.

Looks like It need a new dealership in essex !

Just about sums it up, not only do they lose my custom but all my friends etc.. who also have LR products.

Today was the day it was rebooked, for the first two failures to replace clutch pedal,

Guarenteed one day of car keeping and parts have been order..confirmed by dealer principle

All was going well until after lunch and a call, sorry have to wait overnight for parts !!
No offer of a car etc, they said they have no spare cars, I responded with "look out of the f ing window, you have a fourcourt full of them"


I then asked for my car to be returned, which was prompted by we will call you back

After several calls a car was found.

I email Dealer principle,regarding the complaint of a complaint, who was sorry and will return my car clean with a tank of fuel...

What car will i choose next , not another landrover !

Hi ihf1,

Sorry to read of all your troubles but surely the answer is to change the stealer and not the FL2.

Sounds like Lookers could do with a reality check on customer service. Ask them to produce their "Non conformance" records book. I am advised that they are a BSI registered company to the quality standard ISO9001-2000 and have to comply with a strict code of practice as audited by the British Standards Institute examiners. If your complaint and the action taken to rectify your problem is not recorded, report them to the BSI - I have their phone number if needed.

A customer did that to us last year and we could have lost our BSI registration over it. With the time and money (£ooo's) it costs to set it all up in the first place, they won't want to risk losing that.

Good Luck........ FL2 TD4 XS Santorini

Keep it under your hat..... Lookers Bishops Stortford are really good. The service was spot on, polite and car ready early with a phonecall and explanation of work done.
Just don't tell everyone as it will get too busy pinching all of Chelmsfords work

Dutton Foreskin wrote:

(run by a very tall man with a small "nickname")

Snappa I knew there was something dodgy about him  At work
At home

"I can't always believe facts I read on the web" - Charles Dickens

winner by default of the tractor vs caravan race

Dutton Foreskin wrote:

He was investigated by an Ex Scotland Yard janitor

AndyC ??? At work
At home

"I can't always believe facts I read on the web" - Charles Dickens

winner by default of the tractor vs caravan race

Edited as the claims can not be verified and we wouldn't want a liable claim  Former Mod/Member, with the most post & Chicken George Arch nemesis

chicken george wrote:

Dutton Foreskin wrote:

He was investigated by an Ex Scotland Yard janitor

AndyC ???

I have nothing to do with Scotland or anybody called foreskin  2007 Freelander 2 HSE TD4 Manual with Premium Pack & Moonroof.
Stornoway Grey with Ebony Black Pleather, Clear Indicators, Body Side Mouldings etc.