JLR vehicles are my favorites and over the last 14 years
I've bought 12 from numerous dealerships. Everything changed when I bought from this dealer. While the sales process was non-eventful, the service ex
I've bought 12 from numerous dealerships. Everything changed when I bought from this dealer. While the sales process was non-eventful, the service experience has been the worst imaginable.
During the pandemic, I was hit in my front quarter panel. I took it to the local body shop and they said the steering rack was damaged and I needed to call the Boston location. I said I bought it down the street in Hanover and the guy said they never even return his calls so he by-passes them completely. Said they were the only dealership that he by-passes completely. Ugh.
I called the dealership and a service rep says 'we recently closed our store on the cape and are too busy. Call back in 6 months'.
JLR USA helped me get it into Boston eventually but I lost nearly half a year (under warranty) while I waited.
Next, my windshield was leaking and I drove it in. They said the glass was recalled because installation was incorrect. I asked why I wasn't contacted and he just shrugged. He said he'd order glass and I said that based off my earlier experience, I'd at least like a call every few weeks to know they're actually trying to find the glass (apparently out of stock).
9 weeks later and I had received 0 calls. I left voicemails on 3 occasions for David asking for a brief call back and I got crickets. Again, I had to call JLR to see if they even ordered the part and apparently when the service dept finally answered them, there was some story of a 'mis-shipment' or some nonsense. Finally, JLR said it arrived and 'just call them to have it installed'. I did and was told 'too busy, first time we'll get to it is after Christmas'. So now, after losing use of the vehicle for 1/2 year last year because they couldn't/wouldn't get one part, I'm unable to drive a leaking vehicle for another 3-4 months because they can't/won't replace a piece of glass. I won't even get into the attitude aspect of this place. I tried a glass place and was going to pay for it myself but they said I needed the OEM glass because of sensors or something similar.
Others in the area have had similar experiences but there's nowhere convenient to go to. Going to Boston or Norwood ends up taking most of the day.
JLR has struggled for years yet I've been a huge fan and steady, repeat client. They're unique vehicles and actually very good quality in my experience. It's just a shame that they allow such a clearly bad dealer to absolutely ruin the experience. Because this is the only dealership anywhere near me, I now need to stop owning these cars going forward which is a real bummer. If you're on the south shore and unable to get to a legit location, you are in for one awful ownership experience in my experienced opinion.
It reminds me of the airline industry. Customer service and experience is not something they really need to worry about. They understand that you'll always book the most convenient flight anyways so why invest in it. Apparently, this dealer has figured the same thing out unfortunately. Hopefully, others take the time and record their experience there so that JLR will actually take some corrective steps here.