Background
==========
I placed my Velar order in March and paid £1000 deposit on 26th March (my birthday and a dream Velar as my yet-to-come-present). I reached out to the dealer a couple of times to make sure they've got my order right, along with some reminder emails and couple of visits. I picked up my Velar on 10th of August. Getting home same day (i was last customer attended to by the day/evening), I realized that something not quite right with my +£52k D180 Velar.
I happened to have sent dealer a reminder email on 20th May specifically highlighting that they make sure I get the "Light Oyster Perforated Grained Leather and Ebony Suedecloth". On delivery I got the black/dark gray perforated TRIM.
I drove back first thing in the morning the next day/Friday 11th August 2017 and shared all the emails and pictures, the dealer apologized, and confirmed that the omission is obvious and stated that I will more than likely keep the VELAR and they'll re-order my spec, (i asked specifically if that was the "process" and he said, usually "YES") but will however confirm/get official words from his higher-ups (while also confirming he's not sure if the error/omission was theirs or JLR). Final words was he'll provide me updates on Monday - 14th August.
NOTE: On the pickup date (10th August), I pushed and pushed (pleaded might be a better word), for Service Plan to be added as a "Goodwill/add-on", and I got a complete NO/Never, and not possible (besides the GUARDX + boot mat).
==============================================================
NOTE: YYYY is "Myself", while XXX is the "Dealer"
==============================================================
On 20 May 2017,, <XXXXX> wrote:
Hi YYYYYY,
Nice speaking to you.
I have attached your revised order as discussed.
Please sign and scan back to me.
Regards
XXXXXXX
Sales Specialist
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
==============================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
From: YYYYYYYY.co.uk]
Sent: 20 May 2017
To: XXXXXXXX
Subject: Re: YOUR LATEST VELAR
Hello XXXXXXX,
Please kindly confirm that the below is the seat choice (which comes as standard) - was included
"Light Oyster Perforated Grained Leather and Ebony Suedecloth" and "No Derivative and/or Engine Badge" and "Fixed Rear Recovery Eye" and "Summer Tyres"
I added the above 3 "standard" options on the below configuration
http://buildyour.landrover.com/lr2/r/summary/_/en_gb/l560_k18/3gh3g/a-2td4_a-l560_sp1/n-030ib_n-032ja-088hh_n-033yh-ni-eb_n-041cx_n-041hc_n-185aa_n-1af and also attached the pdf.
Thanks
==============================================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
From: XXXXXXX.co.uk>
Date: Monday, 22 May 2017
To: <YYYYYYY>
Subject: RE: YOUR LATEST VELAR
Hi YYYY,
It is the seats that come as standard.
Regards
XXXX
==============================================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
LATEST email today / was a bit shocking
=====================================
==========================================================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
From: XXXXXX>
Date: Monday, 14 August 2017
To: YYYYYY
Subject: RE: Re- YOUR LATEST VELAR -
Good afternoon YYYYY,
I hope you are enjoying the new Range Rover Velar?
I have spoken with <<higher_up/Manager>> & the 2 suggestions we have are as below.
Option 1 - If you are happy to stay in the Velar you currently have we will provide you with a Land Rover Service plan by way of apology from <dealers_Name>.
Option 2 - You can return the Velar and we will re order your car with the light interior. We will give you back your BMW until the vehicle arrives. This is likely to be around 3 months.
I am not in the business for the next 3 days, but do have some access to my emails.
Look forward to hearing from you.
Regards
XXXXXXX
Sales Specialist
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
==============================================================
I'm totally disappointed with the dealer and considering my options here ):-
==========
I placed my Velar order in March and paid £1000 deposit on 26th March (my birthday and a dream Velar as my yet-to-come-present). I reached out to the dealer a couple of times to make sure they've got my order right, along with some reminder emails and couple of visits. I picked up my Velar on 10th of August. Getting home same day (i was last customer attended to by the day/evening), I realized that something not quite right with my +£52k D180 Velar.
I happened to have sent dealer a reminder email on 20th May specifically highlighting that they make sure I get the "Light Oyster Perforated Grained Leather and Ebony Suedecloth". On delivery I got the black/dark gray perforated TRIM.
I drove back first thing in the morning the next day/Friday 11th August 2017 and shared all the emails and pictures, the dealer apologized, and confirmed that the omission is obvious and stated that I will more than likely keep the VELAR and they'll re-order my spec, (i asked specifically if that was the "process" and he said, usually "YES") but will however confirm/get official words from his higher-ups (while also confirming he's not sure if the error/omission was theirs or JLR). Final words was he'll provide me updates on Monday - 14th August.
NOTE: On the pickup date (10th August), I pushed and pushed (pleaded might be a better word), for Service Plan to be added as a "Goodwill/add-on", and I got a complete NO/Never, and not possible (besides the GUARDX + boot mat).
==============================================================
NOTE: YYYY is "Myself", while XXX is the "Dealer"
==============================================================
On 20 May 2017,, <XXXXX> wrote:
Hi YYYYYY,
Nice speaking to you.
I have attached your revised order as discussed.
Please sign and scan back to me.
Regards
XXXXXXX
Sales Specialist
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
==============================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
From: YYYYYYYY.co.uk]
Sent: 20 May 2017
To: XXXXXXXX
Subject: Re: YOUR LATEST VELAR
Hello XXXXXXX,
Please kindly confirm that the below is the seat choice (which comes as standard) - was included
"Light Oyster Perforated Grained Leather and Ebony Suedecloth" and "No Derivative and/or Engine Badge" and "Fixed Rear Recovery Eye" and "Summer Tyres"
I added the above 3 "standard" options on the below configuration
http://buildyour.landrover.com/lr2/r/summary/_/en_gb/l560_k18/3gh3g/a-2td4_a-l560_sp1/n-030ib_n-032ja-088hh_n-033yh-ni-eb_n-041cx_n-041hc_n-185aa_n-1af and also attached the pdf.
Thanks
==============================================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
From: XXXXXXX.co.uk>
Date: Monday, 22 May 2017
To: <YYYYYYY>
Subject: RE: YOUR LATEST VELAR
Hi YYYY,
It is the seats that come as standard.
Regards
XXXX
==============================================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
LATEST email today / was a bit shocking
=====================================
==========================================================================
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
From: XXXXXX>
Date: Monday, 14 August 2017
To: YYYYYY
Subject: RE: Re- YOUR LATEST VELAR -
Good afternoon YYYYY,
I hope you are enjoying the new Range Rover Velar?
I have spoken with <<higher_up/Manager>> & the 2 suggestions we have are as below.
Option 1 - If you are happy to stay in the Velar you currently have we will provide you with a Land Rover Service plan by way of apology from <dealers_Name>.
Option 2 - You can return the Velar and we will re order your car with the light interior. We will give you back your BMW until the vehicle arrives. This is likely to be around 3 months.
I am not in the business for the next 3 days, but do have some access to my emails.
Look forward to hearing from you.
Regards
XXXXXXX
Sales Specialist
%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%
==============================================================
I'm totally disappointed with the dealer and considering my options here ):-