Land Rover East Rand - Keeping the Customer Happy

My Landy has had a long history of a recurring but very irritating electronic problem that is intermittent and difficult to diagnose. What the problem is and what the vehicle is, is not important. What is important is: 1. Job cards were not opened when the problem arose between services in the past. The previous service managers just requested me to bring the car in as a walk-in problem. Although there was a string of fault codes, they were cleared without no definite problem identification. 2. Lesson learnt: for the smallest item you need to get it recorded in writing so you have something to fall back on. This was not done - my fault. I did not always mention it at the normal services as at those times the vehicle was fine. The fault did not appear and the agents did not have anything to diagnose. 3. So now, 2 years after the warranty has expired, the intermittent fault has now become a huge issue with the vehicle refusing to start and has left us stranded. 4. I approached Abie Smit, the new service manager with my sad story and extreme frustrations. In summary, Abie and his team put heads together and downloaded some new software. This helped for 4 months, but the problem reappeared with a vengeance. They then kept the vehicle for 3 days, and have hopefully found the gremlin. 5. What is important - is Abie's words: "We are here to help you". Abie and his guys did not just start with replacing components as would most other agents. They wanted to pin-point and troubleshoot the root problem. I was very thankfull for this approach - as at the end of the day, the fault was not component related. It could have cost me megabucks. 6. The problem has been quiet for 3 weeks now, and I trust it will not reappear. If it does, I know that I have a path of recourse with Abie. Thanks guys, you have restored my faith without the necessity of a fight. You did not hide behind the faults of your predecessors. You are accepting responsibility for a problem that is driving a proud owner crazy, and have done everything in your power to find a solution. You have app**** good, sound, maintenance practices. Thanks Guys!