Terrible Experience - jwk
I recently brought my Range Rover Sport in for a routine oil change (~32K km) . Following the service I left the dealer and drove for about 10 minutes through the city before proceeding onto the highway. Within seconds of getting up to 100 km/hr on the highway and moving to the passing lane a warning light flashed up on the dash indicating system fault and the vehicle suffered power loss. It was a scary experience as I had to move from the passing lane back to the right hand shoulder, in traffic with severely limited power. I called the dealer and they suggested I bring it back. I asked if it might have been caused by something they did during service but they brushed it off. They also told me they had no loaners available. After I took it back and they tested it on the highway, they were able to recreate the incident. The service manager told me it was also a scary experience and agreed that it was odd to happen within minutes after service. I went another six days without a loaner while they tracked down the problem. They finally found it to be related to a computer fault with the fuel rail. Eventually they gave us a loaner and it took another few weeks to fix the problem. During this time my wife and I started to worry about the safety of the vehicle. We have a 2yo and 5yo who my wife drops at daycare in the vehicle each day. I asked to speak to the owner and inquired about what our options were including possibility of trade in. He was very condescending and unconcerned about my family's safety and I started to get emotional on the phone as it was clear he had no interest in helping us in any way. Afterwards he offered us an extremely low (less than book value) offer on a trade. We had no choice but to take the vehicle back.
Here was a line from an email from the owner:
"I explained to your wife that its in my best interest to help you as much as I possible can, but when that is what I am facing on the other side of the phone my desire to help the situation dwindles rather quickly"
As a business owner he should have expected a customer would be emotional when it comes to the safety of his family. But instead he acted in a vindictive manner and refused to help us out. I would suggest avoiding any dealer who acts in this way, especially when it comes to issues of safety.