Nightmare JLR Service on 2023 Defender V8
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6th Gear
Joined: Jul 2024
Posts: 6
Likes: 5
Nightmare JLR Service on 2023 Defender V8
I thought it might be worthwhile for others to hear about my JLR service story concerning my 2023 Defender V8 110, both as an insight into their service standards and the nightmare that potentially awaits anyone else with a supercharged V8 defender.
Bought a 2023 Defender V8 110 with ~8000 miles on it in 2024. Ran great, no issues. Some jerk broke the rear passenger window. Took it for replacement at JLR, they had car for almost 3 months because apparently rear passenger door glass for the defender is made in the bowels of Mt Doom and they had to wait for the part. That should have been my first warning sign of things to come. Seriously, the JLR parts shortage is insane and anyone buying a Land Rover should seriously reconsider just on that basis alone. Imagine any window cracks/breaks and needs replacement, and they tell you 3 months. How many people would buy a car from said manufacturer?
So, I took it for the first oil change to my local Land Rover dealer per the recommended service interval and the oil was noted to be "milkshake" in appearance. Concern for coolant leak. Couldn't find source of issue. Car in service for months. Replaced all hoses, coolant reservoir, ran a bunch of tests, looked all good. Get car back, and not only did they not perform the oil change which was the initial reason for bringing in the car, but less than a month later had a massive coolant leak. Also noticed that although they stated they had replaced the coolant reservoir, it was not replaced, as evidence by the gross milkshake contamination inside it. They admitted fault and failure to do what they said they did and apologized profusely for the incompetent service job. Car back in service again, replaced the coolant reservoir, again ran a bunch of tests said all good and was just a leak from a loosely clamped coolant hose (known issue with these engines). Yet, they were the ones who had replaced those hoses and installed them incompetently...
~8 months go by, take car in to JLR for second scheduled service (15K miles or 2nd year of ownership). They note that the coolant hoses were "sweating" and had a "tacky" feel to them. Coolant leak persists. They plan to replace all the hoses and reservoir again. I asked if they actually found what the problem was or if they are just repeating what they did last time. They state they have not found the actual problem, but that this is just the first step in diagnosing the problem. I have no doubt the car will be with them for months if not longer, just like last time. I have no faith in their ability to actually find and fix the problem, and although they mentioned replacing the engine last time if the diagnostics showed issues, I'm a pessimist and think JLR is doing everything possible to avoid replacing the engine because of $$$.
The dealer has always refused to give me a loaner car, stating they only do it if you purchased the car from them, even when it's their own **** up for not fixing the problem in the first place because of their blatant incompetance. Last time they told me they had their "top technician" working on it. This time they said it's a different technician and that the previous technician doesn't work for them anymore (I'm not sure how that is supposed to be reassuring). Anyway, they give you a discount (they don't pay for it completely) for a ****ty Toyota Camry enterprise rental car and call it good. For a $120K car that if new would have already qualified as a lemon.
The last time they had it the service manager expressed frustration with JLR and said that they would hook me up with someone higher up in the company. Never happened, I reached out myself and just got some token generic emails from some customer service rep asking if the problem had been fixed. Not even a phone call. Literally impossible to get help from anyone at JLR that isn't an hourly email answerer.
This is my first Land Rover and will be my last. Worst dealership experience in my life, and worst customer service from JLR. I was treated better by the Ford dealership when I had a ****ty 2 door Ford Focus hatchback a decade ago.
Bought a 2023 Defender V8 110 with ~8000 miles on it in 2024. Ran great, no issues. Some jerk broke the rear passenger window. Took it for replacement at JLR, they had car for almost 3 months because apparently rear passenger door glass for the defender is made in the bowels of Mt Doom and they had to wait for the part. That should have been my first warning sign of things to come. Seriously, the JLR parts shortage is insane and anyone buying a Land Rover should seriously reconsider just on that basis alone. Imagine any window cracks/breaks and needs replacement, and they tell you 3 months. How many people would buy a car from said manufacturer?
So, I took it for the first oil change to my local Land Rover dealer per the recommended service interval and the oil was noted to be "milkshake" in appearance. Concern for coolant leak. Couldn't find source of issue. Car in service for months. Replaced all hoses, coolant reservoir, ran a bunch of tests, looked all good. Get car back, and not only did they not perform the oil change which was the initial reason for bringing in the car, but less than a month later had a massive coolant leak. Also noticed that although they stated they had replaced the coolant reservoir, it was not replaced, as evidence by the gross milkshake contamination inside it. They admitted fault and failure to do what they said they did and apologized profusely for the incompetent service job. Car back in service again, replaced the coolant reservoir, again ran a bunch of tests said all good and was just a leak from a loosely clamped coolant hose (known issue with these engines). Yet, they were the ones who had replaced those hoses and installed them incompetently...
~8 months go by, take car in to JLR for second scheduled service (15K miles or 2nd year of ownership). They note that the coolant hoses were "sweating" and had a "tacky" feel to them. Coolant leak persists. They plan to replace all the hoses and reservoir again. I asked if they actually found what the problem was or if they are just repeating what they did last time. They state they have not found the actual problem, but that this is just the first step in diagnosing the problem. I have no doubt the car will be with them for months if not longer, just like last time. I have no faith in their ability to actually find and fix the problem, and although they mentioned replacing the engine last time if the diagnostics showed issues, I'm a pessimist and think JLR is doing everything possible to avoid replacing the engine because of $$$.
The dealer has always refused to give me a loaner car, stating they only do it if you purchased the car from them, even when it's their own **** up for not fixing the problem in the first place because of their blatant incompetance. Last time they told me they had their "top technician" working on it. This time they said it's a different technician and that the previous technician doesn't work for them anymore (I'm not sure how that is supposed to be reassuring). Anyway, they give you a discount (they don't pay for it completely) for a ****ty Toyota Camry enterprise rental car and call it good. For a $120K car that if new would have already qualified as a lemon.
The last time they had it the service manager expressed frustration with JLR and said that they would hook me up with someone higher up in the company. Never happened, I reached out myself and just got some token generic emails from some customer service rep asking if the problem had been fixed. Not even a phone call. Literally impossible to get help from anyone at JLR that isn't an hourly email answerer.
This is my first Land Rover and will be my last. Worst dealership experience in my life, and worst customer service from JLR. I was treated better by the Ford dealership when I had a ****ty 2 door Ford Focus hatchback a decade ago.
Three Wheeling
Joined: Jul 2022
Posts: 50
Likes: 51
I have been pretty happy with the service department at my dealer. The few times I've had it there over the past 3 years, its been serviced properly and returned the same day.
Mudding
Joined: Mar 2023
Posts: 191
Likes: 102
Oh man, I am so sorry to hear this. I agree that this is a dealer issue. My local dealer is great (Sharpe JLR, Grand Rapids, Mich) -- they always give me a loaner if I need it and I've never gotten the run around from them. But then my car has the 2-liter 4-cylinder, and I've never had a catastrophic issue like what you're experiencing and needed the support of the factory.
Seems like every brand has these lemony vehicles from time to time. I've had one nightmare Saab out of four but the other three were brilliant, and of five BMW's I've owned all were brilliant, but my brother had a 6-series that experienced engine failure at 10K. The dealer (happens to be the same as my LR dealer) gave him a long term loaner and put a new engine in the car, which he proceeded to drive for another 110K miles.
I'm sorry this happened to you, but I do think that overall Land Rover is building a decent vehicle these days. I certainly don't blame you for spurning the brand at this point -- what good is a brand's overall quality if the local representative is ****?
Seems like every brand has these lemony vehicles from time to time. I've had one nightmare Saab out of four but the other three were brilliant, and of five BMW's I've owned all were brilliant, but my brother had a 6-series that experienced engine failure at 10K. The dealer (happens to be the same as my LR dealer) gave him a long term loaner and put a new engine in the car, which he proceeded to drive for another 110K miles.
I'm sorry this happened to you, but I do think that overall Land Rover is building a decent vehicle these days. I certainly don't blame you for spurning the brand at this point -- what good is a brand's overall quality if the local representative is ****?
TReK
Joined: May 2021
Posts: 2,565
Likes: 3,633
From: Kirkland WA
I thought it might be worthwhile for others to hear about my JLR service story concerning my 2023 Defender V8 110, both as an insight into their service standards and the nightmare that potentially awaits anyone else with a supercharged V8 defender.
Bought a 2023 Defender V8 110 with ~8000 miles on it in 2024. Ran great, no issues. Some jerk broke the rear passenger window. Took it for replacement at JLR, they had car for almost 3 months because apparently rear passenger door glass for the defender is made in the bowels of Mt Doom and they had to wait for the part. That should have been my first warning sign of things to come. Seriously, the JLR parts shortage is insane and anyone buying a Land Rover should seriously reconsider just on that basis alone. Imagine any window cracks/breaks and needs replacement, and they tell you 3 months. How many people would buy a car from said manufacturer?
So, I took it for the first oil change to my local Land Rover dealer per the recommended service interval and the oil was noted to be "milkshake" in appearance. Concern for coolant leak. Couldn't find source of issue. Car in service for months. Replaced all hoses, coolant reservoir, ran a bunch of tests, looked all good. Get car back, and not only did they not perform the oil change which was the initial reason for bringing in the car, but less than a month later had a massive coolant leak. Also noticed that although they stated they had replaced the coolant reservoir, it was not replaced, as evidence by the gross milkshake contamination inside it. They admitted fault and failure to do what they said they did and apologized profusely for the incompetent service job. Car back in service again, replaced the coolant reservoir, again ran a bunch of tests said all good and was just a leak from a loosely clamped coolant hose (known issue with these engines). Yet, they were the ones who had replaced those hoses and installed them incompetently...
~8 months go by, take car in to JLR for second scheduled service (15K miles or 2nd year of ownership). They note that the coolant hoses were "sweating" and had a "tacky" feel to them. Coolant leak persists. They plan to replace all the hoses and reservoir again. I asked if they actually found what the problem was or if they are just repeating what they did last time. They state they have not found the actual problem, but that this is just the first step in diagnosing the problem. I have no doubt the car will be with them for months if not longer, just like last time. I have no faith in their ability to actually find and fix the problem, and although they mentioned replacing the engine last time if the diagnostics showed issues, I'm a pessimist and think JLR is doing everything possible to avoid replacing the engine because of $$$.
The dealer has always refused to give me a loaner car, stating they only do it if you purchased the car from them, even when it's their own **** up for not fixing the problem in the first place because of their blatant incompetance. Last time they told me they had their "top technician" working on it. This time they said it's a different technician and that the previous technician doesn't work for them anymore (I'm not sure how that is supposed to be reassuring). Anyway, they give you a discount (they don't pay for it completely) for a ****ty Toyota Camry enterprise rental car and call it good. For a $120K car that if new would have already qualified as a lemon.
The last time they had it the service manager expressed frustration with JLR and said that they would hook me up with someone higher up in the company. Never happened, I reached out myself and just got some token generic emails from some customer service rep asking if the problem had been fixed. Not even a phone call. Literally impossible to get help from anyone at JLR that isn't an hourly email answerer.
This is my first Land Rover and will be my last. Worst dealership experience in my life, and worst customer service from JLR. I was treated better by the Ford dealership when I had a ****ty 2 door Ford Focus hatchback a decade ago.
Bought a 2023 Defender V8 110 with ~8000 miles on it in 2024. Ran great, no issues. Some jerk broke the rear passenger window. Took it for replacement at JLR, they had car for almost 3 months because apparently rear passenger door glass for the defender is made in the bowels of Mt Doom and they had to wait for the part. That should have been my first warning sign of things to come. Seriously, the JLR parts shortage is insane and anyone buying a Land Rover should seriously reconsider just on that basis alone. Imagine any window cracks/breaks and needs replacement, and they tell you 3 months. How many people would buy a car from said manufacturer?
So, I took it for the first oil change to my local Land Rover dealer per the recommended service interval and the oil was noted to be "milkshake" in appearance. Concern for coolant leak. Couldn't find source of issue. Car in service for months. Replaced all hoses, coolant reservoir, ran a bunch of tests, looked all good. Get car back, and not only did they not perform the oil change which was the initial reason for bringing in the car, but less than a month later had a massive coolant leak. Also noticed that although they stated they had replaced the coolant reservoir, it was not replaced, as evidence by the gross milkshake contamination inside it. They admitted fault and failure to do what they said they did and apologized profusely for the incompetent service job. Car back in service again, replaced the coolant reservoir, again ran a bunch of tests said all good and was just a leak from a loosely clamped coolant hose (known issue with these engines). Yet, they were the ones who had replaced those hoses and installed them incompetently...
~8 months go by, take car in to JLR for second scheduled service (15K miles or 2nd year of ownership). They note that the coolant hoses were "sweating" and had a "tacky" feel to them. Coolant leak persists. They plan to replace all the hoses and reservoir again. I asked if they actually found what the problem was or if they are just repeating what they did last time. They state they have not found the actual problem, but that this is just the first step in diagnosing the problem. I have no doubt the car will be with them for months if not longer, just like last time. I have no faith in their ability to actually find and fix the problem, and although they mentioned replacing the engine last time if the diagnostics showed issues, I'm a pessimist and think JLR is doing everything possible to avoid replacing the engine because of $$$.
The dealer has always refused to give me a loaner car, stating they only do it if you purchased the car from them, even when it's their own **** up for not fixing the problem in the first place because of their blatant incompetance. Last time they told me they had their "top technician" working on it. This time they said it's a different technician and that the previous technician doesn't work for them anymore (I'm not sure how that is supposed to be reassuring). Anyway, they give you a discount (they don't pay for it completely) for a ****ty Toyota Camry enterprise rental car and call it good. For a $120K car that if new would have already qualified as a lemon.
The last time they had it the service manager expressed frustration with JLR and said that they would hook me up with someone higher up in the company. Never happened, I reached out myself and just got some token generic emails from some customer service rep asking if the problem had been fixed. Not even a phone call. Literally impossible to get help from anyone at JLR that isn't an hourly email answerer.
This is my first Land Rover and will be my last. Worst dealership experience in my life, and worst customer service from JLR. I was treated better by the Ford dealership when I had a ****ty 2 door Ford Focus hatchback a decade ago.
Thread Starter
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6th Gear
Joined: Jul 2024
Posts: 6
Likes: 5
Thanks for the comments guys. It sucks because when the car is working I love it. I've even thought about emailing JLR and seeing if we could work out a deal where they take the car back and let me buy an Octa, but maybe that's just because I'm clearly in an abusive relationship and not thinking straight ;-P.
The dealer is Portland JLR. Seems PNW JLR sucks. Ironically all the local independent Land Rover dealers around me are absolutely fantastic and I would have used them if the car wasn't under warranty...
The dealer is Portland JLR. Seems PNW JLR sucks. Ironically all the local independent Land Rover dealers around me are absolutely fantastic and I would have used them if the car wasn't under warranty...
Recovery Vehicle
Joined: Dec 2011
Posts: 1,157
Likes: 463
From: USA
As long as the car is under warranty, it is to your advantage to use a JLR dealer for any issues you have with your car. Everything is documented that way and these documents become crucial if there ever is a lemon law case or a buy back situation.
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