although the oil weepage was fixed, the other items the car came in for were not addressed (spare wheel, parking sensor check), even though it was agreed to do this work as well, on that day (some weeks ahead of time this had been agreed, but the spare wheel was never even ordered by LR). Also maybe of interest, is that have the most appalling response rate from landrover service - people simply don't reply to emails for many days (if ever). The back office appears to be extremely uncoordinated. The service is so poor that I actually am thinking to look to another manufacturer for my next vehicle.

Excellent help from Philip. He tried to convince the Jag Extended Warranty people to cover some further work required but they declined. Not his fault.

Before the service I phoned and asked someone to call me back to talk about the service. I called back after 2-3 hours as no one had phoned and it was 17:30. The woman I spoke to on the phone said it wasn’t her fault and what was she supposed to do about it, I asked her to relay the message again. In parallel I found the Guildford direct line, I spoke to a nice chap who advised what would be completed in the service and I should have been advised that the service would be all day and having a waiting appointment probably wasn’t a good idea. If I had known before the day it was an all day service I would have changed my plans.
On arrival I was advised that I should have had a pre appointment phone call which as above would have changed my plans. following that I was told I don’t have a service plan (which I do have) and I would have to pay, following several discussion it was discovered that I did have a service plan. Everything else on the service was good. Perhaps more attention could be paid to the customers service, checking service plan details, length of service etc and not wasting my time and money as I had to get back home and come back again to collect the car, which I could have planned for upfront.

Car went in for a Health Check promoted by you.
I also asked if you could quote me for two things…
1. The cost of supplying and fitting a full set of mudflaps to my Defender
2. The cost of replacing the valve on my spare tyre.
Dispose me chasing the quote for the mud flaps I STILL haven’t got it.
I have now gone to Sytner who quoted me for both when I asked.
Such a shame for your company as my husband and I have 3 Defenders and have been with you for many, many years.
Hopefully we’ll be able to do business with you again when your customer service improves.

Very poor communication. No sign of any progress. Emails ignored. Over a week with no response. Followed up and got no response again.

Excellent service. Good communication. Very happy with what was carried out.

Everything worked very well, but leaving it with you all day is a big inconvenience and unnecessary.

It’s all about Group1 and not about the customer.
I had to explain three times what’s wrong with the car. When booking it in, by email and again when dropping the car.
I was told the testing would take a couple of hours and early afternoon I’d hear back.
By 4pm nobody had called, so I did. Now I was told the testing failed (why did nobody tell me?) and further tests are required after a battery replacement (£680) ah yes and the break pads needed replacing. Bottom line , I won’t get the car before the weekend and I was left with the issue of having no family car.
In was repeatedly told that the person I talked to was just the messenger.
When picking up the car on Monday, there were circa 10 people in the office and it took quite some time to get attention and then the car was upstairs somewhere… another 15 min.
Service in a premium car dealership (prices are!) feels different.
How about thinking first what the customer expects?

We we looked after by Cameron who did a great job of attending to our issue is an efficient and friendly way. Great Service

As always great service Stephen and Philip very helpful and a credit to your team.