Sorgligt

[Originally posted by urhunden]

Ledsen för detta långa inlägg:

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Dear Dr Speth,

I am truly sorry for contacting you direct.
This is something I normally never would do, but I feel desperate in my struggle to get my Discovery to be a trustworthy vehicle for my daily transportation.

I am a Landrover guy deep in my soul.
Started during the 80s having a couple of 109 station wagons. Took me around in every weather.
When the Discovery came I immidiately bought one and I am now on my fourth.

The car I have now was bought from Volvo´s marketing department. Yes they were the distributors when Ford was the owner of Lamdrover.
So my car is the car used in the Scandinavian selection of the 2008 G4 Challengeteam. As you know the competition was cancelled but my car was used by Volvo for some events and was eventually sold to me. I am very proud of the car.

It is a TDV6 Auto with all the g4 extras plus some more I have added.Today it has covered 220 000 kms. VIN LAAA648A488364

Unfortunately it has been a jumpy road with a lot of repairs.and that is OK, but now it is even too much for en enthusiast as me.
The car has always been serviced and repaired by LR professionals. Jaguar Land Rover Stockholm, PIKAB or Miktec.

I will list all the repairs that have been done so far.

What is up now to do is a Torque converter that has seen its better days. A lot of shuddering and vibrations thet cannot be cured by oilchange.
The second major repair is diagnosed as fuelsysyem fault. Error codes P2290 and P0087. There was a recall on High pressure fuel pumps and the symptoms are exactly as described, but my VIN number is just outside the range in the recall. The recall was for safety reasons and I am of corse worried.
Both these repairs that have to be done are extremely costly and as so many of your customers have had the same faults and being helped by your customer Service Team I hope this also could be the case for me.
Not to mention that there are also normal wear items like all rubberbushes and more that are due to be changed.
Unfortunately I am in Sweden and you Customer Service arms are not long enough to reach me. The Scandinavian distributor are really not interested in cases like this.

Repairs so far (maybe I have forgot something):

2010 02 01 50 800 kms. Change all brake pads
2010 03 23 53 771 kms Change left EGR valve
2011 07 20 Change all brake discs and pads
2011 12 22 Change front wheel bearings
Change track rods
2012 Change Inter cooler tube
2012 12 19 130 812 kms Change left EGR valve
2013 03 05 134 215 kms Change right EGR valve
2014 09 03 169 398 kms Change timing belt and pulley
2014 10 09 175 414 kms New motor Rear locking differential
2015 04 30 182 419 kms Change right EGR valve
2015 New Electronic Parking Brake module
2016 03 02 200132 Change wheelbearing rear
Change front lower wishbones
Change all brake discs and pads including Parking brake
2016 12 15 Change right EGR valve
New Throttle house
2017 Change Intercooler tube
New Air compressor

Regular service have of course been made by the wokshops. Filters and oils changed accordingly.

I hope that by your intervention something can be offered by Land Rover to again make my Disco a thrustworthy partner.

All the best

Peter Krupenin

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19 apr. 2017 kl. 10:31 skrev Customer Relations, Global <globalcr@jaguarlandrover.com>:

Dear Mr Kropenin

Please allow me to acknowledge and thank you for your email to Dr Speth.

Your email communication has been brought to our attention as the team responsible for Global customer concerns.

It was disappointing to read of the current repairs required to your Land Rover Discovery and it is unfortunate to hear of a customers dissatisfaction with our vehicles or service. We do take such feedback very seriously and I have asked the customer service team responsible for your market to contact the Importer in Stockholm to obtain further details, after which they will contact you and work with them on this.

You can expect to be contacted again in due course by our regional customer services team, however if you have any questions in the meantime, please do not hesitate to contact us.

Yours sincerely

Perviz Saverimuttu
Senior Support Manager | Global Customer Relations
Global Owner Experience

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Dear Perviz,

Thank you for taking the problems with my Discovery seriously.
Hopefully your Scandinavian partners are as concerned.

As my car is a G4 Challenge car and realy noticable with the orange color, I find it really sad to so often have to stop at the roadside with warninglights on.
Not nice for the great Land Rover name.
And the solution is not found. Going for trial and error changing parts, as the workshop seems to do, makes it very very expensive.

I will let you know what is happening.

All the best

Peter

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Hej Peter,

Jag har av Land Rover blivit ombedd att svara på ditt mail skickat den 18 april.

Först vill jag beklaga att din Land Rover inte fungerar som förväntat, det är alltid tråkigt och kan vara kostsamt med bilreparationer.
Tyvärr måste det ändå betraktas som normalt att bilar går sönder även fast man kunde önska att så inte var fallet.

Alla Land Rover som säljs i Europa omfattas av ett långtgående program av producentansvar i form av garantier och goodwill, detta ser likadant ut för alla modeller, dyrare som enklare och täcker in alla ägandeformer och användningssätt.
Det finns också självklart en bortre gräns för hur långt Land Rovers åtagande sträcker sig.

När det gäller din Land Rover så är denna gräns tyvärr passerad och det gäller oavsett om bedömningen för detta görs hos oss som importör för de skandinaviska marknaderna eller centralt.
Det är därför en besvikelse för mig att läsa att du anser att vår lokala kundhantering innebär att vi inte är intresserade av dig som kund, jag delar inte den uppfattningen.
Vår bedömning ska göras på de riktlinjer som Land Rover sätter upp och vi följer dessa.

Jag är säker på att Pikab eller vilken annan auktoriserad verkstad du än väljer, gärna hjälper dig med det som kan behöva repareras.
Jag beklagar att vi måste lämna detta negativa besked till dig, men tyvärr kan Land Rover inte täcka några kostnader i samband med detta.

Best regards
Petri Laukkanen
Customer Care Manager
Jaguar Land Rover Scandinavia

T: +46 40-127800 | M: +46 703898861
E: pla@jaguarlandrover.se

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Dear Perviz and Dr Speth,

I have now got a disappointing answer from the Scandinavian Distributor.

Since earlier contacts with them and the local authorised workshop I am not surprised.
I have had many discussions if it is normal to change EGR valves in a two year period. But this seems to be normal according to the response.
Also I had a discussion about what happens if the workshop is not successful repairing by changing a part, using trial and error and jut continue changing parts. They always tell me that they know that their suggestion for repair will solve the problem. Anyway if they are not solving tha fault, I as a customer have to pay for everything they are doing, even if they they are not successful. I find this strange.

Anyway I am following forums on internet and know that your customer care in UK is taking care of many more failures as goodwill repairs, even if the car is older. Especially wjhen it comes to gearboxes, high power fuel pumps and bearing failures in the engine.

Maybe the solution is for me to come with the car to UK and that you will solve my problems (that are well known to other Disco3 owners).

I am sure you will take care of this and solve it the best way.

All the best

Peter

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On 19 April 2017 at 10:33, Customer Relations, Global ‪<globalcr@jaguarlandrover.com>‬ wrote:
Dear Oliver/Ivan

CEO case for Sweden – This has not been acknowledged so I have acknowledged for you and Bcc’d you in.

Would you please investigate with the mentioned retailers – as customer has advised that they are unable to assist him.

From what I can see – the customer is looking for assisatance with current repair costs – however this appears to be a 2008MY – so understandably may not be possible.

Please can you check his technical feedback with the retailers etc, and then respond directly to the customer further once investigations have been completed?

GCR case – 16632 – VIN LAAA648A488364

Kind regards

Perviz Danzan-Villiers

Senior Support Manager | Global Customer Relations
Global Owner Experience

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26 apr. 2017 kl. 10:37 skrev Braun, Oliver <jlr-euro-importer-customer-relations@jaguarlandrover.com>:

Dear Mr. Krupenin,

our colleagues from the Global helpdesk have informed us about your letter to our CEO Dr. Speth, in which you express your dissatisfaction with the performance of your car and the service delivered to you by the local retailer.

We really appreciate your commitment towards the brand. Please be assured that we always honor such loyality as good as we can. However there are limits for regular goodwill decisions, usually set by age and mileage of the vehicle. As much as we regret, but a car with over 200.000 kms mileage and an age of 9 years is unfortunately not longer eligible for goodwill, be it in the UK or in Sweden.

We will nevertheless talk with your national importer to discuss the level of service you have experienced and ask him to investigate and take action with the local dealer. As there is no way to realize a regular goodwill we will find another way to show you how much we value your strong bond with Jaguar Land Rover – please expect to be contacted by our Swedish colleagues about this shortly again.

Yours sincerely

Oliver Braun

Jaguar Land Rover Customer relations specialist
JLR European Importer Region

Postal address: Forumstraße 20-22, 41468 Neuss

T +49 (0)2131-1512468
F +49 (0)2131-1512379
E obraun6@jaguarlandrover.com

Jaguar Land Rover Deutschland GmbH, Am Kronberger Hang 2a, 65824 Schwalbach/Ts.
Handelsregister: Königstein HRB 2408
USt-IdNr.: DE 11 41 72 814
Geschäftsführer: Peter Modelhart
Bankverbindung: Deutsche Bank AG: BLZ: 500 700 10, Konto-Nr. 095154100
IBAN DE04500700100095154100 BIC/SWIFT-Code DEUTDEFFXXX
http://www.jaguar.de http://www.landrover.de

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On 8 May 2017 at 10:56, Kropenin Peter ‪<peter@hobab.se>‬ wrote:
Hi Oliver,

did get this from you a while ago.
Unfortunately I have heard nothing more.

I understand that my car is somewhat old, but it has always been serviced as per the book.
Maybe it is just unfortunate that all the faults have happened to just my car, even if I can see on Landrover forums that they are not unusual.
I also can see that many older cars get goodwill repairs through your UK customer care.

And just for your record. My car is not used in the terrain!

All the best

Peter

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Dear Peter,

many thanks for your reminder. I regret that you haven´t got a final answer at all, there are a lot of different aspects we have to include in our decision and therefore also a lot of contacts with different
departments.

So you can be sure that the case has therefore been checked thoroughly and your arguments carefully considered. Please understand that issues discussed on internet forums may be helpful for you as a vehicle owner, but can´t be taken into consideration by us for a goodwill decision.

As mentioned in my email from April, 26 we just can´t neither ignore the age and mileage of your car nor the service history. Our research on the last one shows that your car may have been serviced regularly, but unfortunately not by one of our contract retailers and it seem also, that the parts needed by you weren´t purchased from one of our retailers as well. After all we talk about a voluntary service when we discuss a goodwill and the aspect of fairness towards all our customers is a strong one here.

With respect to all those points I have to tell you that we can´t approve the requested goodwill. I assure you that this decision wasn´t made lightheartedly or that it was an easy one for us.

However I ask for your understanding to our point of view.

Best regards

Oliver Braun

Jaguar Land Rover Customer relations specialist
JLR European Importer Region

Postal address: Forumstraße 20-22, 41468 Neuss

T +49 (0)2131-1512468
F +49 (0)2131-1512379
E obraun6@jaguarlandrover.com

Jaguar Land Rover Deutschland GmbH, Am Kronberger Hang 2a, 65824 Schwalbach/Ts.
Handelsregister: Königstein HRB 2408
USt-IdNr.: DE 11 41 72 814
Geschäftsführer: Peter Modelhart
Bankverbindung: Deutsche Bank AG: BLZ: 500 700 10, Konto-Nr. 095154100
IBAN DE04500700100095154100 BIC/SWIFT-Code DEUTDEFFXXX
http://www.jaguar.de http://www.landrover.de