Best Sales Experience - djmessier
I don't usually look forward to heading out to buy a car. It's not usually a positive experience, often feeling like the salesperson or dealership is trying to take advantage of you. Not today. I headed to Royal Jaguar Land Rover after being sent information from a car search. My sales person was Nathan Clarke. He was the best ever. Friendly, informative and easy to talk to. Everything was right up front. No haggling, no pressure. The asking price for the vehicle was perfectly in line with its value and Nathan (and Royal) went right by the Kelly Blue Book price which I had already researched. Everything went smoothly and I left feeling well respected. Thanks everyone at Royal Jaguar Land Rover and especially Nathan for a great experience.
Unable to diagnose; uninterested in customer service - mackem
8 weeks in the shop after initially being told there was nothing wrong, we have been through various "fixes" that are reported not to have helped (I wouldn't know, since I haven't seen the car for two months).
Land Rover NA got involved after I contacted them, and neither they nor the dealership were interested in resolving the problem - offering only to try a new transfer casing at a cost of $9.5K if I paid for it even if that didn't fix the issue. Even Land Rover's token gesture doesn't help if no repair is made and the bill is still there. Who ever heard of paying for something they don't want? (I want to pay for the car to be repaired, not to keep Land Rover North Scottsdale in business).
This is a supposed premium luxury vehicle with a reputation for being bullet-proof (figuratively), yet this car has <60K miles and is unable to be repaired with any speed or confidence by the only people in town officially sanctioned to do so. It's been a struggle to get any information about what is going on with the vehicle - most recently we had a 10 day gap in receiving any update, which after 6+ weeks one would think any luxury brand would consider intolerable.
Mark Spendley - if you're listening, your crew are doing you and Penske Group a dreadful disservice by failing to meet even the most basic expectations of customer relations etiquette. Robert Lieler is affable but ineffective and disinterested in ensuring your customer base stays with you.
From this experience I have already divested myself of a Sport and an XKR, shortly to be followed by the irreperable Evoque and a RR. After 6 JLR products, this last experience has me loathe to rely any longer on your organization for my transport needs. I shall be switching immediately back to MB, and you can be sure that Schumacher (sadly now also a Penske property) will not see a penny of that.