The service manager and shop foreman performed an extensive road test of more than 300 miles to attempt to duplicate the concern. The customer stated their issue occurred within 40 miles of picking their vehicle up. After driving the vehicle we never duplicated the customer concern and released the...
vehicle back to the customer. Ms. [redacted] has reached out to Land Rover North America and created a customer care case. We have not heard back from the customer of any issues since picking up on 12/09/16.
The vehicle has been diagnosed and repaired pursuant to instructions from Land Rover and using Land Rover technical information. We strive for our client's to always have confidence in their vehicles a take every reasonable measure possible to ensure their vehicle is repaired properly and safely. Unfortunately, all vehicle diagnostic repair paths have one of two prerequisites: 1) The vehicle communicates a fault in the system that we can pursue, or 2) We are able to duplicate the condition in the shop and take measures to remedy it.In the case of this vehicle, neither one of the two abovementioned situations exist. The vehicle is not registering a repairable fault, nor can we duplicate the complaint. We have driven the vehicle over 300 miles on the last visit alone, without a single malfunction regarding her complaint. If we don't have a fault in the vehicle and we cannot duplicate the concern, we cannot pursue a repair. Regarding this customer's concerns about the initial diagnoses, I am unable to verify the daily miles driven on previous repairs at this time. However, I can say with confidence that the nature of her complaint and the described concerns should not be affected by not driving the vehicle daily. The systems that control her complaint do not store data regarding how frequently the vehicle is being driven from a daily aspect. I understand this to be her observation, but it should not be the case.I regret the feelings the customer has regarding our diagnostic repair path and related concerns with our processes. I can assure the client and all related parties that we have followed all applicable Land Rover diagnostic paths. Our only hope would be that if the concern persists, it will be with enough frequency to duplicate and repair the concern. Without that data, we will not be able to properly repair the vehicle.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Who exactly from Land Rover made this statement?i do not accept because no numbers have been provided to me from the dealershipi still call and leave messages every few days with no return phone calls from Shannon Bain or John cabanaugh or Scott Weston at the delearship
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.This compliant has been handledthank you
Regards,
[redacted]
Spoke to customer and provided breakdown of recommendations and diagnostic codes from previous and current visits. Offered a discount and apology for previous miscommunications and concerns. Customer is satisfied with dealer response at this time...he is currently pursuing with...
Land Rover North America (LRNA) as he has found information online regarding these repairs and believes it should be a component they provide him some assistance on. It is currently under review with LRNA and we expect a decision by 5/18.
We have returned Mr. [redacted]’s vehicle to him with the appropriate repairs and satisfied his requests. We had asked, and he communicated to us that he would, contact the Revdex.com and close the complaint as appropriately resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to the two prerequisites required by Land Rover San Diego to diagnose and fix the vehicle: 1) The vehicle communicates a fault in the system Land Rover San Diego was able to read the fault error the first time I brought in the vehicle in August as provided in the invoice. However, they have not been able to read the fault message since. This makes me question their honesty and integrity. I have also provided a photo previously of the vehicle's dashboard showing the error message in December 2016. 2) We are able to duplicate the condition in the shop I have told the service advisor, [redacted] (several times) and the fixed operations director, [redacted] that the vehicle needs to be driven at least 25 miles per day, everyday and the error will occur within one to three days. If the vehicle sits for just one day, it could take over a week of driving it 25 miles per day before it has suspension problems. After the third time I brought it in [redacted] told me that they do not have time to drive it that often. Had they done this in the beginning, they would not have had to drive it over 300 miles intermittently with no results. If you look at how long they have kept the vehicle and how many miles they have driven it, they are probably averaging about 5 miles per day. That is not enough driving for the error to reproduce. Please note on previous documents I have submitted, that I complained about this in the last invoice when I picked up my vehicle in December. My most recent error message was on January 20, 2017. I am currently not driving the vehicle as much, so I am not having suspension problems as often as in previous months.Sincerely,[redacted]
Regards,
[redacted]
The service manager and shop foreman performed an extensive road test of more than 300 miles to attempt to duplicate the concern. The customer stated their issue occurred within 40 miles of picking their vehicle up. After driving the vehicle we never duplicated the customer concern and released the...
vehicle back to the customer. Ms. [redacted] has reached out to Land Rover North America and created a customer care case. We have not heard back from the customer of any issues since picking up on 12/09/16.
The vehicle has been diagnosed and repaired pursuant to instructions from Land Rover and using Land Rover technical information. We strive for our client's to always have confidence in their vehicles a take every reasonable measure possible to ensure their vehicle is repaired properly and safely. Unfortunately, all vehicle diagnostic repair paths have one of two prerequisites: 1) The vehicle communicates a fault in the system that we can pursue, or 2) We are able to duplicate the condition in the shop and take measures to remedy it.In the case of this vehicle, neither one of the two abovementioned situations exist. The vehicle is not registering a repairable fault, nor can we duplicate the complaint. We have driven the vehicle over 300 miles on the last visit alone, without a single malfunction regarding her complaint. If we don't have a fault in the vehicle and we cannot duplicate the concern, we cannot pursue a repair. Regarding this customer's concerns about the initial diagnoses, I am unable to verify the daily miles driven on previous repairs at this time. However, I can say with confidence that the nature of her complaint and the described concerns should not be affected by not driving the vehicle daily. The systems that control her complaint do not store data regarding how frequently the vehicle is being driven from a daily aspect. I understand this to be her observation, but it should not be the case.I regret the feelings the customer has regarding our diagnostic repair path and related concerns with our processes. I can assure the client and all related parties that we have followed all applicable Land Rover diagnostic paths. Our only hope would be that if the concern persists, it will be with enough frequency to duplicate and repair the concern. Without that data, we will not be able to properly repair the vehicle.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Who exactly from Land Rover made this statement?i do not accept because no numbers have been provided to me from the dealershipi still call and leave messages every few days with no return phone calls from Shannon Bain or John cabanaugh or Scott Weston at the delearship
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.This compliant has been handledthank you
Regards,
[redacted]
Spoke to customer and provided breakdown of recommendations and diagnostic codes from previous and current visits. Offered a discount and apology for previous miscommunications and concerns. Customer is satisfied with dealer response at this time...he is currently pursuing with...
Land Rover North America (LRNA) as he has found information online regarding these repairs and believes it should be a component they provide him some assistance on. It is currently under review with LRNA and we expect a decision by 5/18.
We have returned Mr. [redacted]’s vehicle to him with the appropriate repairs and satisfied his requests. We had asked, and he communicated to us that he would, contact the Revdex.com and close the complaint as appropriately resolved.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to the two prerequisites required by Land Rover San Diego to diagnose and fix the vehicle: 1) The vehicle communicates a fault in the system Land Rover San Diego was able to read the fault error the first time I brought in the vehicle in August as provided in the invoice. However, they have not been able to read the fault message since. This makes me question their honesty and integrity. I have also provided a photo previously of the vehicle's dashboard showing the error message in December 2016. 2) We are able to duplicate the condition in the shop I have told the service advisor, [redacted] (several times) and the fixed operations director, [redacted] that the vehicle needs to be driven at least 25 miles per day, everyday and the error will occur within one to three days. If the vehicle sits for just one day, it could take over a week of driving it 25 miles per day before it has suspension problems. After the third time I brought it in [redacted] told me that they do not have time to drive it that often. Had they done this in the beginning, they would not have had to drive it over 300 miles intermittently with no results. If you look at how long they have kept the vehicle and how many miles they have driven it, they are probably averaging about 5 miles per day. That is not enough driving for the error to reproduce. Please note on previous documents I have submitted, that I complained about this in the last invoice when I picked up my vehicle in December. My most recent error message was on January 20, 2017. I am currently not driving the vehicle as much, so I am not having suspension problems as often as in previous months.Sincerely,[redacted]
Regards,
[redacted]