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    NevOn is the archive weblog of Neville Hobson, a British business communicator based in Amsterdam, The Netherlands, a record of commentary and conversations from December 2002 until 22 February 2006. This site is no longer updated - please visit www.nevillehobson.com.
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    For Immediate Release: The Hobson & Holtz Report - A bi-weekly podcast for professional communicators from Neville Hobson, ABC, and Shel Holtz, ABC.


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« Blog a movie and influence the world | Main | The Hobson and Holtz Report - Podcast #71: September 26, 2005 »

26 September 2005

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Comments

Jeremy Pepper

When I lived in LA, I remember passing a broken down Range Rover in front of the dealership, with the man holding up a yellow sign that read "Range Rovers are Lemons."

So, the history of crappy cars goes back for me for a few years.

Adrian Melrose

Neville, thanks for tracking this story, you are right: its the end of the road for Land Rover and I - regrettably so.

In answer to your question about what Land Rover/Ford will do next - my guess is that they will simply bury their heads further in the sand. The truth is that this is no longer a communications' challenge - its a QA/Production issue and no matter how the Communications Gurus choose to handle this - they won't make the real issue go away. Before the power of the public blogging platform, Land Rover may have been able to conceal the truth by papering over the cracks with a traditonal communications strategy - now they can't hide from it. I really would love to know how many potential customers have steered away from buying a Discovery 3 as a result of reading my story... I know of three people thus far who have told me so... but I am sure there are far more out there.

Richard Jones

Alas, Ford head office will do nothing either. I wrote to the CEO of Ford in the USA. My letter was acknowledged and forwarded to the Customer Service Manager in Australia, about whom I had complained along with the CEO.
Needless to say neither the CEO in Australia nor the Customer Service Manager responded to the letter forwarded from Ford.
Regrettably the hopes for better quality under Ford management are probably in vain as corporate arrogance continues in the face of a customer backlash.
Richard Jones, Australia

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