So true...can you imagine being a service advisor there? Just listening to complaints and angry customers all day long.

 

I’m sure they are having staffing issues, but I had a convo with one of the sales guys there (thats where i got my defender) and he implied that they laid a bunch of people off in 2020. That tells me they laid people off and now arent offering good enough employment packages to get them back or attract new employees, which imo is definitely the dealer’s fault.

so yes, in a way LR Norwood is making a conscious decision to, instead of offering pay/benefits to attract enough staff they are instead passing the problem to the customers they cant serve.

the ‘unfortunate reality’ you speak of is that employers are having to pay more, which to me is a good thing. Especially for middlemen like car dealers.

 

I think one main thing to keep in mind which I haven't seen mentioned here. Many of the parts are on backorder without firm ETA's. And like I mentioned above, the issue on the backlog of 'waiting 3 months for an appointment' was ONLY if you needed a loaner, which most people taking in a LR will likely expect. So I think it's just assumed you will want/need a loaner and that is another main component of the backlog on service. I was able to get an appointment within two weeks of when I called, because I am fortunate to not need a loaner.

That all said, doesn't mean other things aren't also contributing to the long wait, like staffing mentioned above, I just got the sense when hanging out with the guys there that it was mostly a parts issue which then causes a customer to have a loaner for much longer than anticipated, and they can't cycle it back through for new customers.

ne of the service guys mentioned that lots of the parts are made in eastern Europe and the current events out there have impacted the ability to get them. Also joked that some people have had the loaners so long that the loaner cars were then due for service lol.

 

I think what folks don't realize is that many (if not most) of the consumer & commercial dealerships did steep layoffs of staff in 2019 (due to economy) and 2020 (due to COVID) which set themselves up for a near catastrophic staffing stance when everything exploded in 2021. Almost every dealership is having staffing problems. They can't hire the folks back and most are NOT changing pay because of the problems that's going to cause with existing staff. It is an absolute train wreck. Show me ANY Dealership with 3 mos delays and I'll show you one with a huge problem with bay utilization that is not driven by parts availability but by Service Tech hours.

 

Regardless of part shortages, staffing, etc at LR (our issues were well before the war in Ukraine as well) - I will repeat my earlier comments. The complete lack of loaner cars is a problem. Especially when the vehicle is not exactly reliable and needs service. Often.

 

I am camping out on the North Shore presently, for work, and used Peabody for my 21K mile service on my D110 S -- and they are positively working my warranty claim on the A pillar, as described on that thread.

I confirm they would NOT give me a loaner because I did not buy the vehicle there. The excuse they gave is they have few vehicles to sell, much less loan.

I was able to get an appointment within a couple of weeks. They seem plenty busy in the shop.

For my oil changes and other easy stuff, I am still doing it myself.

Enjoy !!

 

Day 14: My Defender has still not been looked at - it's just sitting around at LR Norwood. When I call for an update my SA continues to tell me it's in the shop or scheduled to be and that he'll call me back and never does. Last Friday, I mentioned my wife is about to give birth and if possible, I'd like to have this resolved before that happens so I'm not fielding calls about repairs while in the hospital (also it would be nice to take our baby home in our car). My SA said knowing this he will try to expedite and follow up with me. He did not. I called him yesterday (Tuesday) and he was very bothered that I was checking in. And once again, said he thinks my Defender is being looked at and he'll contact me. Today, Wednesday, no update.

Going back to my original post - I understand there are macro factors outside of the dealership's control such as parts and staffing and I have no doubt they would prefer not to be faced with these challenges. While the delays are frustrating, I'm more disappointed in the lack of setting expectations and communication. When I dropped off my Defender it was never once mentioned that it would take 2+ weeks to be evaluated. That seems like important information any customer would want to know and I think it's reasonable to expect a higher level of service from a brand like LR.

 

man I admire your patients - I'd have escalated this to Norwood management and ownership. That's a terrible way to treat a customer.

Matt

 

Have you contacted Land Rover North America?

 

I haven't. Are they generally responsive? I really am trying to give my SA the benefit of the doubt and avoid putting a spotlight on him. Obviously my approach hasn't been effective and it doesn't seem he's exactly looking out for me, his customer.