MARKET NEWS: Why independent garages are best
Have you ever wondered why there are so many independent Land Rover specialists? Dave Phillips thinks he knows why…
BUYING a used Land Rover is always a risky business. Stuff does go wrong and not everybody has the expertise to spot potential future problems, especially on complicated modern vehicles. Maybe that’s why so many of us buy secondhand models from dealers – particularly independent Land Rover dealers.
Have you ever wondered why there are so many independent Land Rover dealers? Perhaps it’s because the prices on the windscreens are normally lower; maybe because they are prepared to sell older models that the franchise dealers often disdain. There’s also the little matter of servicing and repairs, with much lower labour charges. Most are also prepared to use much cheaper pattern parts, where appropriate, to help keep bills down.
But it’s not just down to lowest prices. In my neck of the woods, for example, most local farmers have their Defenders serviced by independent garages. These are men who are prepared to pay tens – sometimes hundreds – of thousands of pounds for their agricultural machinery. They demand the very best service and expertise to keep their working vehicles working. And they get that at independent Land Rover specialists.
Nearly four years ago, the landlady of my local pub treated herself to a Discovery Sport. Nothing flash: just an ordinary diesel. But it was brand-new and she paid for it with hard cash from a franchise dealer. She didn’t opt for a PPI, because she had heard excellent reports about Disco Sport’s longevity and she planned to keep it for several years. She loved it, at first.
But that was then. Her woes began with various mechanical niggles, then a major suspension failure, just before the first lockdown. As a result it was stuck in the workshop of the local franchise dealer for
several months. By the time she got it back, it was out of warranty – which was a shame, because very soon afterwards the turbo failed. She was quoted over £8000 for a new turbo, although the figure was reduced after an appeal to Land Rover HQ. After all, she hadn’t been able to drive it for nearly a year of its three-year warranty.
Now she is planning to rid of it, because she says it has been the most troublesome car she has ever owned – and she certainly didn’t like the unhelpful attitude of the franchise dealer.
It appears she wasn’t the only dissatisfied customer, because Land Rover service centres came rock bottom (19.7%) in a survey of customer satisfaction carried out recently by Auto Express magazine. In fact, Land Rover came bottom in all four categories, which were: facilities, courtesy car provision, communication and workmanship.
Worryingly, stablemate Jaguar was second from bottom. Top was Porsche, with 94.08% customer satisfaction.
Obviously many buyers of new Land
Rovers from franchise dealers have no problems at all, but over the years I have heard some worrying tales of bad experiences. Many Land Rover owners are also unimpressed by the swanky reception areas of modern franchise dealers, usually fronted by besuited sales folk. They tend to be spotless, faceless places; most Land Rover fans would prefer to be greeted by someone in overalls with a hint or two of recent encounters with some oily bits. The potted palms and plush sofas don’t impress anyone: after all, we know that it's us that ultimately pays for them.
Independent Land Rover dealers will typically offer models from nearly-new through to top-notch classics, usually at lower prices to the franchise dealers but with similar warranties and excellent aftercare.
Here at LRM we have no hesitation in recommending the independent specialists that keep our Land Rovers running and we regularly feature these expert owners and staff in the magazine. They really know their stuff.