Land Rover Customer Care: A Practical, Expert Guide for Owners (2025)

Land Rover customer care is designed to support you through the entire ownership journey—from pre‑purchase questions to warranty support, roadside assistance, software updates, and recalls. While processes and coverage can vary by country, the fundamentals are consistent: a 24/7 assistance model, case-managed support for complex issues, and an authorized retailer network trained on Land Rover diagnostic systems and repair procedures.

This guide explains how to contact Land Rover effectively, what information to prepare, how warranty and roadside assistance typically work, and what to expect during escalations. Where specifics differ by market, you’ll find links to the correct official pages so you can verify details for your VIN and location.

What Land Rover Customer Care Covers

Customer care spans four primary areas: product support (including infotainment and connected services), roadside assistance and towing, warranty and recall coordination, and post-repair quality follow-up. For most concerns, the first line of help is your authorized Land Rover retailer; the central Customer Relations team coordinates when cases require brand oversight, multi-visit troubleshooting, or goodwill consideration.

For connected vehicles (generally 2016 and newer with InControl/Remote), customer care also supports app access, subscription status, and OTA (over‑the‑air) updates. Vehicles from 2019 onward commonly support SOTA updates that can be performed without a retailer visit. Customer care can confirm whether your VIN is eligible and help schedule updates if your vehicle requires workshop programming.

How to Contact Land Rover Customer Care

Digital channels (fastest for documentation)

Start at the official contact portals for your market. Use the global page at https://www.landrover.com/contact-us/ to select region, or go directly to the US page at https://www.landroverusa.com/contact-us/ and the UK page at https://www.landrover.co.uk/ownership/contact-us.html. Web forms let you attach PDFs and photos, and typically provide an email acknowledgement with a case or reference number. Keep that number; you’ll need it for follow-ups.

If your concern involves connected services or app access, sign in at https://incontrol.landrover.com/ (select your country) to check subscription status and registered vehicles. For owner resources, manuals, and how‑to videos, visit https://www.landrover.com/ownership/ and your local market’s Ownership section. If you’re opening a case about software or connectivity, include your smartphone OS version (for example, iOS 17.5 or Android 14), app version, and the time and date you saw any error message.

In‑vehicle and roadside assistance (24/7)

For emergencies, use the SOS button in the overhead console where equipped—this connects you to emergency services, not customer care. For non‑emergency assistance (breakdown, flat tire, dead battery), use the “Assistance” or “B‑call” button in the vehicle or your Land Rover Remote app. You’ll be connected to Roadside Assistance, which can arrange towing to the nearest authorized retailer. In most markets, roadside is available 24 hours a day, 365 days a year during the warranty period and with approved extended warranties.

Coverage specifics vary by market, but the standard approach is towing to the closest authorized retailer; some programs include trip interruption benefits (for example, hotel or transport allowances) when a covered failure occurs a significant distance from home. Ask the agent to email or text you the event number, towing destination, and ETA, and request that the tow operator captures the ignition key and leaves the vehicle in a secure after‑hours drop if arriving outside retailer business hours.

Warranty, recalls, and what to expect

In the United States, new Land Rover vehicles are generally covered by a 4‑year/50,000‑mile limited warranty, with roadside assistance for the same term. Markets differ (for example, the UK has different mileage terms), so verify for your VIN and country through your retailer or your regional site’s warranty page. Wear items (brake pads, wipers, tires) are not part of the new‑vehicle limited warranty, but defects in materials or workmanship are. Keep all service records; they are often requested during claim reviews.

To check recalls in the US, use the NHTSA database at https://www.nhtsa.gov/recalls and enter your 17‑character VIN. In the UK, check https://www.gov.uk/check-vehicle-recall. Recall repairs are performed free of charge. Typical repair times range from 0.5 to 4.0 labor hours depending on the procedure; complex campaigns (for example, battery modules or fuel systems) may require the vehicle to remain with the retailer for parts allocation and post‑repair quality checks.

Service, software updates, and connected features

Many 2019+ Land Rover models support SOTA (Software Over The Air). Updates usually take 20–60 minutes; ensure battery charge is sufficient and follow on‑screen prompts. Some modules—especially telematics and infotainment—may require the vehicle to remain locked and undisturbed during installation. If an update fails more than twice, contact your retailer; an in‑workshop “forced flash” via Pathfinder diagnostics may be needed.

Connected services require active subscriptions in applicable markets. If Remote start, lock/unlock, or vehicle location stops working, confirm app login, subscription status, and cellular coverage at the vehicle’s last known location. Customer care can re‑provision the telematics unit (TCU) in coordination with the retailer. Provide exact timestamps of failures to aid back‑end log review.

Information to gather before you call or submit a case

Having complete details shortens resolution time and avoids back‑and‑forth. Prepare the following before contacting customer care or your retailer:

• Vehicle information: 17‑character VIN, current mileage (in miles or km), model year, model/trim, and engine type (for example, D300, P400e).
• Ownership and service history: purchase date, retailer name, last 3 service order numbers/dates, and any extended warranty or maintenance plan numbers.
• Issue details: first occurrence date/time, frequency (for example, 3 times in 2 weeks), dashboard warnings photographed, and precise wording of any messages.
• Environment: weather/temperature, road type, fuel type used (E10, B7 diesel), and any aftermarket accessories (wheels, trackers, dash cams) recently fitted.
• Connectivity specifics: app version, smartphone OS version, network carrier, and whether other devices reproduce the issue.
• Previous actions: fuses checked, battery tested (report voltage), hard reset performed, OTA attempts (number and timestamps), and any temporary fixes that worked.

Costs, goodwill, and realistic timelines

Warranty covers defects, not routine maintenance or wear. Diagnostic time for out‑of‑warranty concerns is usually billed at the retailer’s posted labor rate; ask for a written estimate before authorizing. If your vehicle is slightly out of warranty by time or mileage, request a “goodwill review.” Approval depends on factors like maintenance history, age/mileage overage, and whether the concern is a known condition with a technical bulletin.

Complex electrical or intermittent faults often require multiple visits to capture data. Request that the retailer logs a TAS/EPQR technical case with Land Rover engineering if the first visit does not resolve the concern. Pragmatically, allow 1–3 business days for parts ordering on common items and longer for special‑order components. Ask for written ETAs and whether a loaner or alternate transportation is available.

Escalation path and how to keep your case moving

Start with your authorized retailer’s Service Advisor, then the Service Manager if the concern remains unresolved. If needed, open a case with your regional Customer Relations team through the contact pages listed above. Always obtain your case number and the agent’s name. Summarize your request in writing (for example, repair under warranty, goodwill consideration, or buyback inquiry) and ask for an expected response date.

If you experience repeated unsuccessful repairs for the same defect, discuss formal escalation. In the US, state lemon laws typically trigger after a defined number of repair attempts or days out of service within a set period—thresholds vary by state, so consult your state’s consumer protection website. Regardless of market, keep a single PDF dossier with timeline, invoices, and correspondence; concise documentation significantly improves outcomes.

Practical tips for faster resolutions

Schedule morning drop‑offs so technicians can test the vehicle from cold—this is crucial for issues that occur in the first 10–15 minutes of driving. If the fault is time‑of‑day or temperature dependent, request that the retailer attempts to replicate under similar conditions and leave the vehicle overnight if necessary.

For noise, vibration, and harshness (NVH) concerns, provide a 15–30 second audio or video clip and note vehicle speed and gear. For battery or low‑voltage concerns, include a measured voltage (12.6 V fully charged, ~12.2 V at 50% state of charge) and the age of the battery in months. These objective data points help customer care and the retailer zero in on root cause faster.

Useful links and where to verify details for your market

Because phone numbers and program terms vary by country, use the official portals below to retrieve the correct, current contact details and warranty information for your VIN and market:

• Global Contact Us: https://www.landrover.com/contact-us/
• United States Contact Us: https://www.landroverusa.com/contact-us/
• United Kingdom Ownership/Contact: https://www.landrover.co.uk/ownership/contact-us.html
• Owner resources: https://www.landrover.com/ownership/
• Connected services (login): https://incontrol.landrover.com/
• US Recalls (VIN lookup): https://www.nhtsa.gov/recalls
• UK Recalls (VIN/registration): https://www.gov.uk/check-vehicle-recall

If you cannot find a local number, submit the web form for your region with “Call me” in the subject line; customer care typically replies by email and will offer a call‑back window. Keep your VIN, mileage, and case number handy on every call to speed up verification.