I thought I would share this with you.....
Here's my letter of complaint sent to thr Dealer Principal of Williams Land Rover dealer in Manchester. Name's have been removed as a courtesy...
17th January 2012
Reference: Complaint regarding Parts Department
On the 16th January, I returned an unused £25 part to the Parts Department and was appalled at the treatment I received. The interaction with your staff was bizarre and unpleasant and left me feeling like I had done something dishonest. I would like to request that this is investigated further. The details of my complaint are outlined below.
Last week, I telephoned the Service Department for a part and was informed that it was not in stock but could be ordered in for the next day. Subsequently, I purchased and picked up the part (RJWL000020). D**** R******dealt with this transaction.
I was told to reset the ECU before stripping the part down. I did this and reset the ECU and the Fuel Burner Heater worked as it should, therefore the part was no longer needed. I looked on your website for the Returns Policy, but could not find any information. However, the Sales Invoice said that ALL returns must be within 7 days.
I drove to your Landrover garage and again liaised with D**** R******. I explained that the part was no longer required and was unused and asked for a refund. Mr. R******t informed me that as the part was an electrical item, it was non-returnable. I pointed out that the invoice stated that ALL parts must be returned within 7 days, which makes a fair suggestion that this item could be returned and that, until that moment, I had never been informed that the item was not returnable. Mr. R****** said once again that he was unable to refund the item but would ask his Line Manager to telephone me.
After I drove back to my office, A*** P****** called me and reiterated what D**** R****** had said. I said that I was not satisfied with this outcome and asked to speak to his manager. I attempted to telephone Mr P******s Manager, but rang Mr P****** back by mistake. I recognised his voice and apologised explaining that I had hit the last number dialled. Mr P****** said that there was no need for me to ring his manager as he had spoken to him and that I could come in for a refund but that he doesnt want you to come here for business again. I was shocked at this reaction, but managed to say something like thats an odd thing to say and Ill pop round now.
The interaction with A*** P****** was short. I queried if I really was being black listed from Williams Land Rover. I did not receive a specific answer to this question, but Mr P****** did reiterate that my business is not welcome and that he did not want me to come to the garage again. I asked if that was the opinion of Williams Land Rover or A*** P******. He did not reply to this.
In addition, something else was odd. Whilst getting the Swipe Card reader Mr P******called somebody to supervise. A gentleman came through and I had a distinct impression he was supervising our interaction, which was really peculiar and unsettling. The card was swiped, refund invoice issued, and I left.
I have been driving Land Rovers all my adult life and currently own a Freelander that is nearly 11 years old. I intend to replace it soon with a Defender and intended to purchase this from your garage. However, I feel that this is a ridiculous way for a reputable company (Williams and Land Rover) to treat its customers. I am shocked and bemused that my business is not welcome due to a £25 returned part. From my viewpoint, I was never informed about your returns policy, and the invoice intimates returns are possible.
I would be grateful if you could please look into this complaint and the points that I have raised, especially about clarifying the Returns Policy to customers, and also as to whether I am, in fact, blacklisted and the reasons for this.
I look forward to hearing from you shortly.
Yours Sincerely,
Here's my letter of complaint sent to thr Dealer Principal of Williams Land Rover dealer in Manchester. Name's have been removed as a courtesy...
17th January 2012
Reference: Complaint regarding Parts Department
On the 16th January, I returned an unused £25 part to the Parts Department and was appalled at the treatment I received. The interaction with your staff was bizarre and unpleasant and left me feeling like I had done something dishonest. I would like to request that this is investigated further. The details of my complaint are outlined below.
Last week, I telephoned the Service Department for a part and was informed that it was not in stock but could be ordered in for the next day. Subsequently, I purchased and picked up the part (RJWL000020). D**** R******dealt with this transaction.
I was told to reset the ECU before stripping the part down. I did this and reset the ECU and the Fuel Burner Heater worked as it should, therefore the part was no longer needed. I looked on your website for the Returns Policy, but could not find any information. However, the Sales Invoice said that ALL returns must be within 7 days.
I drove to your Landrover garage and again liaised with D**** R******. I explained that the part was no longer required and was unused and asked for a refund. Mr. R******t informed me that as the part was an electrical item, it was non-returnable. I pointed out that the invoice stated that ALL parts must be returned within 7 days, which makes a fair suggestion that this item could be returned and that, until that moment, I had never been informed that the item was not returnable. Mr. R****** said once again that he was unable to refund the item but would ask his Line Manager to telephone me.
After I drove back to my office, A*** P****** called me and reiterated what D**** R****** had said. I said that I was not satisfied with this outcome and asked to speak to his manager. I attempted to telephone Mr P******s Manager, but rang Mr P****** back by mistake. I recognised his voice and apologised explaining that I had hit the last number dialled. Mr P****** said that there was no need for me to ring his manager as he had spoken to him and that I could come in for a refund but that he doesnt want you to come here for business again. I was shocked at this reaction, but managed to say something like thats an odd thing to say and Ill pop round now.
The interaction with A*** P****** was short. I queried if I really was being black listed from Williams Land Rover. I did not receive a specific answer to this question, but Mr P****** did reiterate that my business is not welcome and that he did not want me to come to the garage again. I asked if that was the opinion of Williams Land Rover or A*** P******. He did not reply to this.
In addition, something else was odd. Whilst getting the Swipe Card reader Mr P******called somebody to supervise. A gentleman came through and I had a distinct impression he was supervising our interaction, which was really peculiar and unsettling. The card was swiped, refund invoice issued, and I left.
I have been driving Land Rovers all my adult life and currently own a Freelander that is nearly 11 years old. I intend to replace it soon with a Defender and intended to purchase this from your garage. However, I feel that this is a ridiculous way for a reputable company (Williams and Land Rover) to treat its customers. I am shocked and bemused that my business is not welcome due to a £25 returned part. From my viewpoint, I was never informed about your returns policy, and the invoice intimates returns are possible.
I would be grateful if you could please look into this complaint and the points that I have raised, especially about clarifying the Returns Policy to customers, and also as to whether I am, in fact, blacklisted and the reasons for this.
I look forward to hearing from you shortly.
Yours Sincerely,
. I will leave it to you 
