A disappointing cancellation of my holiday plus potential massive unexpected costs turned into a positive experience
On 4th August my wife and I were on our way to go on holiday camping, when my Discovery 3 broke down just north of Bristol.
We were rescued by the free recovery service and met up with an RAC Technician at Bristol Rugby Club (The Highways Temporary Depot) who recognised that this was a serious engine problem and offered to tow us back to the Bromsgrove area or to a Land Rover Garage in Plymouth (near our proposed campsite). We clearly made the right decision to be towed back to Listers in Droitwich.
Despite very trying circumstances, this was the start of some excellent service from both Listers and Jaguar Land Rover.
We arrived back on the Sunday afternoon in appalling weather, but this did not stop Richard Parkinson from opening the compound gates and security bars and supporting us whilst the RAC dropped the car off, and whilst we transferred some camping gear and essentials from the car.
The following day (5th August) as far as I am concerned, I started to receive what continued to be excellent support from Becky Challinor, your Service Adviser. She immediately arranged for my car to be checked within a very short period and thanks to Dan Baker (Workshop Controller), it was identified that my car (being mindful it has only done 70,000 miles) had an unusual and unexpected premature engine failure. Therefore, it was diagnosed that I needed a new engine and turbo which could potentially have cost me £10,000 plus.
Becky managed to negotiate with Land Rover by giving them my full service and repairs history. This meant that what was originally a very disappointing cancellation of my holiday plus potential massive unexpected costs, it turned into a positive experience. I received marvellous support from Becky Challinor, with her professionalism and genuinely caring approach. Due to the situation causing me to miss my holiday, Becky put our names forward for an invitation to Land Rover’s Corporate event this Saturday at Worcester Rugby Club. Unfortunately I have since had to decline this invitation due to hospitalisation of my elderly father-in-law who is very seriously ill. However this thoughtful gesture was really appreciated.
In addition to the Listers ethos, I also experienced real integrity from another very good company - Jaguar Land Rover who immediately accepted Listers adversarial approach on my behalf and accepted the full cost of replacing the Engine & Turbo.
I must give full marks to the Technicians Jon Field and his Apprentice, Luke Mountford who received the replacement engine and parts at the end of last week. They had the new engine in the car ready for Quality Control Checks within 3 working days in an effort to get me back on the road yesterday.
I have already received the routine feedback call, following completion of the work and have conveyed that I will be happy to respond with excellent feedback and I will be happy to recommend Listers & Land Rover to anyone.
Can I say a big thank you to you all for this excellent response and support? I would also appreciate it if you could pass this email on to the appropriate person who looked at Listers information and agreed the costs at Jaguar Land Rover.
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