It looks like Adrian Melrose's sorry tale of his experiences with his Land Rover Discovery just took a turn for the worse.
From a post this morning on Adrian's blog:
[...] So after months of campaigning for Land Rover to take me seriously about the defects in my first Discovery 3 and to agree to replace the first build model with a second build (at considerable cost to me), I took delivery of the car a week ago and the same thing has happened with only 432 miles on clock - electronic melt down!
I've posted about Adrian's experiences a few times this week from the customer relationships and PR points of view. Shel and I discussed this in show #50 of our bi-weekly business podcast on Thursday, addressing it from the point of view of what should an organization do (or not) when confronted with a very dissatisfied customer who has a blog and who is using it to loudly express his extreme frustrations and air his grievances.
As Adrian's now asking visitors to his blog to take a quick poll on what alternative SUV he should buy - he says he's looking at a Volvo XC90, BMW X5, Mercedes ML or Volkswagen Touareg - this has the potential to become an uncomfortable PR issue for Land Rover.
I wonder how long it will be before mainstream media pick up on this.
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