This is one of the surveys www.motoringresearch.com/car.

I have always wondered why people keep buying land rovers \ range rovers when they score last in reliability surveys maybe it is because as the above link says they know how to keep tjere customer's satisfied

Other than farmers/other country folk buying LRs to actually use them as intended, most people do so for the same reason they by Mercedes or BMWs - snob value/showing off. Some people will gladly put up with the unreliability (some genuinely are naive about this and don't know before they buy) just for the cache of owning such cars. Most will never go off road, unless you count little Jonny's school car boot sale.

I have found with poor Customer service that it pays to have the facts in order, documentation and be very very polite, but firm.

Save copies of invoices, and emails, send anything recorded delivery, and persevere!

Personal Case recently.

Bought MG zs..

Told car serviced..(it wasn't) Documentation and spare key missing. sent recorded delivery to me.

stayed polite and Dealer offered to pay for official service at a dealership close to me. Found Puncture after delivery, poorly repaired, specialist tyre fitter spoke to manager at dealership confirming that it was a poor/not safe repair. Manager offered to pay for equivalent tyre.

It isn't always the problem, it IS how the problem is dealt with, and in my case it was sorted, and I emailed the Manager concerned AND his boss, (who was in the loop) to say a courteous thank you.

And the dealership, part of a national chain, doesn't always get good reviews.

Edited by oldroverboy. on 20/01/2019 at 12:15

Lexus/Toyota & Honda.

Having said that there can be excellent & poor dealers within any marque so if you find a dealer that you are happy with treasure them. A good dealer will go to bat for you with the manufacturer but again there are known differences between manufacturers in how they treat even dealer complaints (according to posts on here e.g. Mercedes can be quite obstructive & quite willing to fight it out in court).

& as mentioned smaller independent dealers that handle fewer cars tend to be imo better than large chain dealers that may have 100s of cars in that day for a service rather than e.g. 10 or 20.

Obviously how inherently reliable their cars are will have an effect as it will cost them far less- they will be more willing to help if a problem is a genuine rarity rather than if every other car has it. So back to the Japanese again ...

In my experience, dealers are a double-edged sword - smaller ones give better customer service but have less depth of experience in their workshop, often a problem is genuinely the first time they've seen it.

Surely that is unlikely to be the case at a Lexus dealer?.

As for others, no direct experience of this, but i have read that Infiniti dealers offer very good customer service. Though this is no doubt, at least in part, to try and steal Audi/BMW/Mercedes customers unhappy, for whatever reason, with the service they've recieved.