Range Rover Evoque Immobilized Following Software Upgrade

[shivvy]

I left my car into the garage because I was receiving incorrect Theft Alert notifications.
They didn't know what was causing it and did a software update. But unfortunately that caused the car to become totally immobilized. I was told that they would need to put in a new telematics control unit to fix it.
I wasn't happy because before I left it in the car was running perfectly well, then while it was in their care it became immobilized necessitating me having to pay for a very expensive part to be able to even drive it away from them.
When I said that I wasn't happy they said that it happens on rare occasions so I thought I had been unfortunate - until he then said that it happens in approx 1 in every 10 cases - which I wouldn't consider rare at all! If that is the case should they not have notified me about the fairly high risk of complete immobilization? If I was leaving my dog into the vet for a scan and they said that there was a 1 in 10 chance of its leg falling off as a result, I would want to know about those risks so that I could weigh up my options!
I think I could have lived with receiving the odd mistaken anti-theft text rather than being without my car for 3 days and having to foot a very substantial bill just to be able to drive it home again.
Does anyone have experience of this kind of issue? Do the garages actions seem reasonable? Is this a common issue with Evoques? I there anything I should do to challenge them?
Thanks.

[ToraToraTora]

they sound like a right shower, I'd not pay them a penny, demand the car back and toll them to sue you if they want paying.

[Ellipsis]

How old is the car? And is this a Land Rover Approved Dealer?

[ToraToraTora]

sounds like an unlikely story to me.

[shivvy]

Yes it is an approved dealership Ellipsis and the biggest here in NI.
The car is 4 years old.
Unfortunately it is out of warranty.
ToraToraTora - it certainly doesn't feel right but I thought I'd ask in case I'm missing something from the mechanic/garages point of view?

[ToraToraTora]

at the very least they should be able to revert the software update and get you back where you were.

[shivvy]

They said that the only way they could get the car to work again was to replace the telematics control unit Tora.

[ToraToraTora]

if they can update the software once they can revert it back, all they have to do is restore what was there.

[shivvy]

Good to know Tora - thank you.

[shivvy]

So if a restore is not possible can I presume that they have made an error?

[Ellipsis]

What have they asked you to pay?

If it's the full price, I would start by pointing out how unreasonable that was, and asking if JLR can support them in fixing your car.

Then take it to JLR yourself if the dealer is not proving helpful. Some contact details here:

https://www.complaintsdepartment.co.uk/land-rover-uk/

[shivvy]

Over £800 Ellipsis for the telematics control unit and fitting.
The car is working now and I need it, but I’m presuming I won’t be able to take it away until they are paid.

[ToraToraTora]

OK, now they've fitted it and it is actually working, I'd try and come to a deal with them, I didn't realise they'd gone ahead. You should be able to get the original Labour knocked off at least.

[Ellipsis]

Yep, as Tora says.

Ask to speak to the service manager and explain how unreasonable and unjustifiable you think it is to place all the charges on you in the circumstances. Ask them what they can do to help, and/or whether they will contact JLR to see if they will support too.

In the past I've had a big aircon problem on an out of warranty JLR vehicle and got 75% of the cost paid by JLR themselves, with the dealer's service manager negotiating on my behalf with JLR. It's unreasonable to charge you full price parts and labour when the problem lies with them, not you. You need the service manager to be on your side, or failing that you need to go direct to JLR and complain about the service manager.

[shivvy]

Just off the phone to the manager. After a long chat he has said that he will talk to LR about assisting with the payment.
He said that they couldn't revert the software update because the circuit board was burnt out?
I think what annoys me most is that I was given no options or idea of the risk of an update until the car was totally immobilised and I had to pay over 800 quid to be able to drive it back out of the *** place.

[douglas9401]

Scammers, shysters, thieves and liars.

Circuit board burnt out my ***, it wasn't burnt out when you drive in.

They make me sick with their antics.

[Ellipsis]

Sounds promising, shivvy.

If it goes nowhere then the next step is to contact JLR yourself using the link I posted above. If that fails then get moaning on social media!

[shivvy]

Thanks so much Ellipsis and Tora.
I still can't pick up the car until this afternoon ie until he hears back from LR. So that will have had me without a car for 4 days which isn't much fun living in the middle of the countryside grrr. But I'll see what he comes back with and take it from there.

[ToraToraTora]

The key point here is that you took the car in because of spurious notifications. They did not know what was wrong but went ahead with a procedure anyway not knowing the effects. Imagine if surgeons did that! Anyway they *** the CU and then expected you to pay for a new one. Personally I think now they have actually fixed it I'd say I want 50% off the bill or I'll pay the whole thing and seek to recover what I can via small claims. They'll then offer some sort of discount but no doubt bar you as a "trouble maker". Remember in the motor trade the bigger the facade the bigger the thieves. They basically had no clue in the first place and used your money to experiment with.

[shivvy]

Totally agree Tora.

[tonyav]

I'd get rid of that if I were you, shivvy. Any thing wit a Range Rover badge that's out of warranty is gonna be a money pit.