Good day to you all,



Background: We have an RRS MY19 with about 20k miles on it. we bought it used from an out-of-state dealership in Texas. when we received it we noticed that the heads-up display HUD is blurry in some areas. After looking and looking we were finally able to take a picture and found that the HUD plastic screen looks like it's "flaking" or "crusting" or whatever you want to call it. we don't really have a name for that we saw???!!! it looks like webbing cracks on plastic that sat on in the sun and started to crack from UV rays. again we saw anything like this before!!! we searched the internet for a similar issue but came out empty-handed.



Action: The car still under the original manufacturer warranty with Land Rover. so, we took the car to our local Land Rover dealership for a resolution. At the initial inspection, the service advisor informed us that this would be covered under the warranty and they will replace it; however, the HUD was not in stock and they will have to order it and we need to keep the car with them until the work is completed. so we left it the car there, and after a week of no communication back from the dealership, we contacted them to inquire about the status of the repair, only to be told that the warranty will not cover this since there are "scratches" on the "lens" and they told us to contact Land Rover USA if we need to raise the issue higher. so we did, and after a month of back of forth, Land Rover USA told us that the "service Specialist" determined that the car was abused by the previous owner and they will not cover it under the warranty. The car was not abused and it's in showroom condition with a full-service record. That "service Specialist" Land Rover USA was talking about was the same person from the local dealership, so we were basically passed around in a loop for a whole month. we have then taken the car to a different dealership that is an hour and a half away from us. The second dealership was willing to help and wanted to help but it seems that Land Rover USA has already listed this in their system as rejected in the past and they didn't allow them to replace it. so we are stuck! being a female doesn't help and now one listens to me at the dealership.



FACTS: The surface of the plastic HUD cover is clear of any man-made "scratches", it's soft to the touch and there is no sign of abuse to the area. what you see in the attached pictures is actually in the interior part of the cover, not the exterior. Not sure what can cause such a thing or how can that happen? or what we can do from here. anyone can have any idea, suggestion, or way to get these very very expansive $5347 issues fixed, please help. being a female doesn't help and now one listens to me at the dealership.

 

From what I can tell from your pictures, the plastic cover appears to be "Crazing." This is a term used in molded and extruded plastics circles. I used to be in the Welding safety business and saw this phenomenon often on our welding cover lenses that were made out of a material called CR-39. High ambient heat can sometimes cause this and I would imagine where this piece sits facing the windshield during a Texas summer could cause this condition. My suggestion is to not back down and raise a case with LRNA. Keep pushing up the chain of command until you get someone willing to listen. Hope this helps and good luck.

 

Thank you very much for the reply. it makes so much sense, i will keep pushing

 

Here are some things I would try, if I was in your situation:
- reach out to JLR, higher levels. Yes, you are now on a black list with your vehicle and issue, but ... that can change if they will address it
- address this with as many outlets you can, if there is no response, and / or feedback - forums, blogs, youtube, etc
- if all else fails, try to find a replacement on eBay. Your problem is ONLY the reflective plastic, not the entire unit. JLR low level "support" are being a-holes here. Even if you find a broken unit, the plastic may be good
- find an independent shop that can fix this issue.
5k $ for this ? that is highway robbery , but hey ... is a RR !!!

As a side note, at this time, of this post, and probably many months from now, the head up display are unavailable even for new vehicles. Be prepared to pay more even for a broken unit with good reflector, if you go that way.