Buzberry

I am facing a big problem with Land Rover Car dealer in Kuwait. Please read the letter below to understand the problem..

I have just sent this letter to Land Rover(Middle East)..

Dear Sirs/Ms.,

It is with great regret that i am forced to write this letter of complaint towards the Kuwait Land Rover authorized reseller of Land Rover vehicles as i was a regular customer until today without a doubt. I am forced to report on several inexcusable issues which have caused me personally a great amount of stress, discomfort, and shear anger and after all viable and civil solutions were all exhausted i am forced to explain to you what happened and i am definitely expecting a solution that will bring an end to the kids play that is going on in the Al Ghanim Co. management and service center.

My problem first started from day one, after my unfortunate decision to buy the Range Rover supper charged Sport HST, the reseller handed me the car with no intention of telling me about the multitude of factory deficiencies it has. When i first drove the car the steering wheel was constantly shaking without any justification what so ever, when i took it to the service center they told me that i had to change the tires keeping in mind that the car didn’t even hit the 500 KM mark however being the authorized reseller of land rover we went along with their suggestion and changed the tires, but to our luck it seems that they didn’t even bother to change the tires after clearly stating that they have changed them, and still the steering wheel problem didn’t go away until this day. The second problem encountered with the car was an unbearable smell that is emitted through the ac vents which seemed to increase when the temperature rises keeping in mind that Kuwait it is one of the hottest countries in the world one can not imagine how bad the smell was and i personally do not wish that any one will as it is a suffocating smell, Al Ghanim’s response to the problem you might ask? “We don’t know what the problem is” now what will i do with such an answer i certainly can’t go and cash it in a bank. The third problem that i faced with the supposedly luxury Range Rover are the car windows as the rear windows unexplainably dropped inside, why? who knows the Al Ghanim garage certainly do not know why. The fourth problem faced was also with the windows however this time it was with the front window, when the vehicle reaches close to 140 kmh an hour an unquestionable annoying whistling air sound appears, Al Ghanim’s response to this issue was “This sound appears on all Range Rover Sport Supercharged vehicles and there’s no way to fix it” because i certainly do not trust their service i decided to go check if what they have told me has the slightest shade of truth, and just as i thought their strings of lies and poor customer service became longer as i tried another vehicle identical to mine which ran quite fine.

I would like to point out several other important details which should shed more light on the subject, the car is currently in the Al Ghanim Land Rover service center for exactly 101 days, yes you read it right one hundred and one days almost a third of a year my car is stuck in the garage and the people their not knowing what to do keep coming up with silly excuses to justify such a long wait, but lets be honest can any dealer justify a car check up that will last 101 days i really do not think so. The sad thing is, is that that the management is so unprofessional that they keep on blaming different departments and personnel from one day to another as if they were playing a game of musical chairs, and in fact the way they run there service center like a game, you can say a grown up version of a toy garage but i don’t know where the grown ups are. I tried searching for one, a grown up that is who is responsible, helpful, and professional to solve my problem, did i find one not exactly; First i went to a senior in the garage Mr. Essam who said he was going to contact me soon and he never did. After that i decided to go to the top of the food chain to Mr. Fahad Ali Al Ghanim the Chairman of Ali Al Ghanim & Sons Co., i clearly explained to him the situation sighting the various problems that i faced with the vehicle, Mr. Fahed said he will handle the problem but with handling the problem i guess he meant not solving it. Then i decided to take matters into my own hands and went to the Head of the Service Center Mr. Chris, could he be my saviour? certainly not. He came out with lame excuse saying that a specialized machine was being sent from the headquarters to fix the problems, yeah we heard that one before also i must add Mr. Chris left the country with out mentioning or fixing a thing. Then i contacted Mr. Talal Al Ajmi who is the manager showroom, who said that that he will report the issue to the top management and to be specific Mr. Yousef Al Qatami; well guess what, Mr. Al Ajmi left the country and nothing was mentioned to Mr. Al Qatami after personally contacting him.

P.S. I will be definitely waiting for a response from your side in order to settle this preposterous ongoing saga please i would like to also add that if the people at the Al Ghanim Co. don’t know what the problem is, let them try using their warranty card and fix a thing for a change..

Your Dissatisfied Customer,

AJK

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