frequently asked questions
general
What is included for the customer?
Starting their journey from their front door, we collect the customer and their guests in a chauffeured Range Rover and transport them to our purpose-built ‘Range Rover Studio’ on site in Solihull for their vehicle collection. Here we will provide them with our finest food and refreshments on arrival before sending them off on a private manufacturing tour of the new Range Rover production facility and ‘Kingmakers’ exhibit.
The site is also home to one of our Land Rover Experience centres. The customer and their guests will have the opportunity to go out on a short demonstration of the capabilities of our Range Rover; they will also have the opportunity to get behind the wheel and have a go themselves should they want to.
They will then return to the vehicle collection centre for refreshments and a vehicle specialist will familiarise them with the features and functions of their car prior to finish the day. The experience will last approximately 3 hrs from arriving at the factory.
Can they bring any guests with them if so, how many?
Customers are more than welcome to bring up to 3 guests with them.
Are children allowed?
Children over the age of 10 are allowed on site. Any child under the age of 10 is not permitted on site due to health and safety restrictions.
VEHICLE
How do you prepare the vehicle?
From rolling off the production line the vehicle collection team guide the car through its final manufacturing sign off processes within the plant. Once complete we will progress the car through Jaguar Land Rover’s highest level of audit and preparation standards (the exact same process is applied to the Royal Household’s private fleet). During this process the car will go through PDI and retailer accessory fit before returning to the centre for its final audit. Once signed off the vehicle will be detailed to be placed in our bespoke reveal room ready for the customer to collect.
Are we (sales executives) allowed to join the customer on their experience?
Yes, you are more than welcome to accompany your customer on their experience as long as they are happy for you to do so. Please just make us aware if you would like to accompany as we need to account for numbers etc. Do note that you may not be able to participate in the entire experience should the customer bring the maximum number of guests.
Who is responsible for ensuring the car is taxed & registered?
You (the retailer) are still responsible for doing this and are responsible for providing the correct documentation before we can allow the car to leave the factory grounds.
Are you able to apply paint protection to customer’s car?
Yes, you will need to send this to us at the centre.
Do you provide the number plates and SIM cards for the customer?
No, you are responsible for sending these items to us at the factory ahead of the customer’s handover date.
Can you fit additional trackers to the vehicle?
Yes, but only through our approved supplier which we can put you in contact with when required.
How do we ensure the car is delivered to you and not the retailer?
Once you have made us aware that the customer has requested to have a handover experience, we will then notify order control who will amend the final destination drop code to the VIP Handover centre.
Are you able to handover cars that have already been delivered to the retailer or are in a holding compound?
Yes, but at this point you are responsible for taking delivery of the car, preparing it ready for customer collection and then return it to us at your own expense. We will still do our VIP audit and give the car a thorough detailing prior to the handover.
Can you fit the SVO Design Body Kit?
Yes, please contact us for more details.
PRICE
How much does it cost?
The handover experience is complimentary to all customers who have purchased a Range Rover in the UK, all trim levels are included in that complimentary offer. For all Range Rover Sport models, the price of the handover experience is £1,000 + VAT. (Other Land Rover models may be considered at our discretion depending on the availability of the centre– please contact the ‘Range Rover Studio’ for more information).
How do we pay for the accessories?
Accessories will be charged back to you at the NIV + VAT price. The invoice will be raised by Jaguar Land Rover’s finance department and sent directly to the admin team at your retailer. Note that we do not charge for the PDI or fitment of accessories only the cost of the parts will be recorded on the invoice.
Do you charge us for the fuel that you supply?
Yes, the car will be fueled with the amount that you request. We will charge you accordingly within the same invoice for any required accessories.
DRIVING
Does the customer actually get to drive off-road or it is a demonstration?
The customer does get to drive off-road whilst under guidance from one of our trained instructors. However, if the customer does not wish to drive, the instructor will do a demonstration drive.
Do they drive off-road in their own vehicle?
No, the customers do not drive off-road in their own vehicles. We have a fleet of vehicles available for the customers to drive. The customer will usually drive the same vehicle derivative as they are collecting unless another model is requested.
TRAVELLING
How does the customer get to the handover centre?
We provide a chauffeur collection service for all customers within a 150 mile distance of the factory at no expense to you or the customer. If a customer wishes to make their own way to the ‘Range Rover Studio’ then this is at their own cost – we can collect them from a local train station or airport.