Complaint email to 2nd in command at Jag, long!!!
Discussion
XTR2Turbo said:
Unless I misunderstand, it appears most of your issues are actually with the dealer and a poor salesman that has now left.
I think I would have escalated within the dealership first and passed to Jaguar if not resolved.
Quite.I think I would have escalated within the dealership first and passed to Jaguar if not resolved.
Looks like an escalation of salesman > sales manager > no2 of JLR (globally?)
No mention of Dealer Principal, etc.? I'm not on the side of dealers generally, but I do think complaints should follow a reasonable path of escalation.
Hajaba123, i'm not sure but as i stated previously i was asked by the guy to write to him personally because he had heard about all the trouble i'd had by a friend who works for Jaguar.
Xtr/Vaud, it was escalated to the sales manager who now has my car back to supposedly sort things out but, i dont feel that confident that they will sort the black pack out. The sales manager also said in his words that they will sort me out for all the grief i've had, now what that means he doesn't know yet!!
Triple 7, it is awesome, still running it in but oh my god it just seems to do everything very very well, well apart from 2 sets of clubs and luggage lol
Xtr/Vaud, it was escalated to the sales manager who now has my car back to supposedly sort things out but, i dont feel that confident that they will sort the black pack out. The sales manager also said in his words that they will sort me out for all the grief i've had, now what that means he doesn't know yet!!
Triple 7, it is awesome, still running it in but oh my god it just seems to do everything very very well, well apart from 2 sets of clubs and luggage lol
All brands ar probably the same but I've only dealt with bmw/audi and vauxhall. When they have your money you are truly just another number - Surprisingly tho vauxhall have treated me very well compared to the other two.
What you have listed I'm surprised it passed quality control and if it was me I would reject the car and get your money back.
You work hard to enable yourself to treat yourself to a very EXPENSIVE vehicle only for the enjoyment to be taken away with crap sale people, service, communication etc
These brands just like large companies just lose touch with the people at the bottom and really have no clue what is actually going on - And with the money they are making on vehicles should really invest it into the start of the food cycle and explain to sales guys - Without people like you timba; One they wouldn't have a business/brand and two mr sales person wuldnt have a job...
Good luck with sorting your car - Who would believe the stress comes from getting your toy - you would expect the stress would be raising the 92k
What you have listed I'm surprised it passed quality control and if it was me I would reject the car and get your money back.
You work hard to enable yourself to treat yourself to a very EXPENSIVE vehicle only for the enjoyment to be taken away with crap sale people, service, communication etc
These brands just like large companies just lose touch with the people at the bottom and really have no clue what is actually going on - And with the money they are making on vehicles should really invest it into the start of the food cycle and explain to sales guys - Without people like you timba; One they wouldn't have a business/brand and two mr sales person wuldnt have a job...
Good luck with sorting your car - Who would believe the stress comes from getting your toy - you would expect the stress would be raising the 92k
timbo1969 said:
Hajaba123, i'm not sure but as i stated previously i was asked by the guy to write to him personally because he had heard about all the trouble i'd had by a friend who works for Jaguar.
Xtr/Vaud, it was escalated to the sales manager who now has my car back to supposedly sort things out but, i dont feel that confident that they will sort the black pack out. The sales manager also said in his words that they will sort me out for all the grief i've had, now what that means he doesn't know yet!!
Triple 7, it is awesome, still running it in but oh my god it just seems to do everything very very well, well apart from 2 sets of clubs and luggage lol
Running it in ? Tell us more, I didn't think they needed it.Xtr/Vaud, it was escalated to the sales manager who now has my car back to supposedly sort things out but, i dont feel that confident that they will sort the black pack out. The sales manager also said in his words that they will sort me out for all the grief i've had, now what that means he doesn't know yet!!
Triple 7, it is awesome, still running it in but oh my god it just seems to do everything very very well, well apart from 2 sets of clubs and luggage lol
Interesting email. How did this "second in command" contact you ? I would have thought if Jaguar involved themselves at such a high level the dealer would be turning somersaults to help you.
Whenever I've had a problem that the dealer can't solve I go to customer services. In Jaguar's case this has happened only once and they were excellent. This was on an eight year old car too so I was doubly impressed.
Have to say that my local dealers have been fine but I did have the run around from a dealer in Kent.
Any pictures ?
Edited by mph on Friday 27th June 12:52
timbo1969 said:
Stuperbulous, i actually did think that last night and if i've upset anyone i do apologise but the last few months have been a very stressful time for me considering im the customer!!!
Not that thats a reason to name names i hasten to add.
If it's any consolation, you've not spelled his name correctly anyway.Not that thats a reason to name names i hasten to add.
mph said:
Running it in ? Tell us more, I didn't think they needed it.
Interesting email. How did this "second in command" contact you ? I would have thought if Jaguar involved themselves at such a high level the dealer would be turning somersaults to help you.
Whenever I've had a problem that the dealer can't solve I go to customer services. In Jaguar's case this has happened only once and they were excellent. This was on an eight year old car too so I was doubly impressed.
Have to say that my local dealers have been fine but I did have the run around from a dealer in Kent.
Any pictures ?
I am not quite clear who at Jaguar has the email been sent to. Second in command in what area precisly?Interesting email. How did this "second in command" contact you ? I would have thought if Jaguar involved themselves at such a high level the dealer would be turning somersaults to help you.
Whenever I've had a problem that the dealer can't solve I go to customer services. In Jaguar's case this has happened only once and they were excellent. This was on an eight year old car too so I was doubly impressed.
Have to say that my local dealers have been fine but I did have the run around from a dealer in Kent.
Any pictures ?
Edited by mph on Friday 27th June 12:52
This is not the first thread that the OP has posted complaining about this. It looks like Ashley stepped in to try and help the guy after he felt that he received poor service from dealer number one and he now finds himself slammed on a public forum. Nice.
Putting aside the junior school level grammar and spelling which make the original post very hard to decipher without a translator some of the OP's issues are valid, some are not.
The reason the first dealer wanted a deposit to put the OP on the list is that he didn't want to fill his list with people who were not serious or who were on multiple other dealers lists. When allocation is short you need to make sure you have buyers ready to go in your slots so you can move quickly. Asking for a modest deposit is perfectly reasonable. If you want to go in line you pay a deposit, if you don't want to pay a deposit you don't get a slot ahead of someone who does.
The configurator was late going up, big deal. The OP had a very enthusistic salesman who knew his stuff to guide him through.
The OP didn't order the black pack and didn't check the build sheet when it was sent to him. Not really anyone's fault but his.
From the last thread it looks like like Ashley pulled out the stops to get the OP an early delivery slot and he has his car now so talk of August is meaningless.
The car was a few days later than anticipated. Well, it's a new model and sometimes that happens.
The dealership didn't shower the OP with flowers and champagne.
The issues with overspray etc.. should have been picked up on PDI and the sticker residue was missed by detail which is annoying. I would imagine that happened because the dealer was rushing to get the car delivered before the next barrage of whinging......
Sometimes things go wrong, sometimes there are little bumps in the road with new model releases. From reading many of the posts by the salesman concerned (who is a long standing PHer) on these forums it's clear he is an enthusiastic and helpful guy. I can't see that the dealership did much wrong except they should have taken more time over the final prep and they failed to call back a demanding cutomer immediately every single time he called to complain. They clearly didn't realise that he's their most important customer...
Putting aside the junior school level grammar and spelling which make the original post very hard to decipher without a translator some of the OP's issues are valid, some are not.
The reason the first dealer wanted a deposit to put the OP on the list is that he didn't want to fill his list with people who were not serious or who were on multiple other dealers lists. When allocation is short you need to make sure you have buyers ready to go in your slots so you can move quickly. Asking for a modest deposit is perfectly reasonable. If you want to go in line you pay a deposit, if you don't want to pay a deposit you don't get a slot ahead of someone who does.
The configurator was late going up, big deal. The OP had a very enthusistic salesman who knew his stuff to guide him through.
The OP didn't order the black pack and didn't check the build sheet when it was sent to him. Not really anyone's fault but his.
From the last thread it looks like like Ashley pulled out the stops to get the OP an early delivery slot and he has his car now so talk of August is meaningless.
The car was a few days later than anticipated. Well, it's a new model and sometimes that happens.
The dealership didn't shower the OP with flowers and champagne.
The issues with overspray etc.. should have been picked up on PDI and the sticker residue was missed by detail which is annoying. I would imagine that happened because the dealer was rushing to get the car delivered before the next barrage of whinging......
Sometimes things go wrong, sometimes there are little bumps in the road with new model releases. From reading many of the posts by the salesman concerned (who is a long standing PHer) on these forums it's clear he is an enthusiastic and helpful guy. I can't see that the dealership did much wrong except they should have taken more time over the final prep and they failed to call back a demanding cutomer immediately every single time he called to complain. They clearly didn't realise that he's their most important customer...
Edited by unrepentant on Friday 27th June 14:42
ILOVEWATCHES said:
All brands ar probably the same but I've only dealt with bmw/audi and vauxhall. When they have your money you are truly just another number - Surprisingly tho vauxhall have treated me very well compared to the other two.
What you have listed I'm surprised it passed quality control and if it was me I would reject the car and get your money back.
You work hard to enable yourself to treat yourself to a very EXPENSIVE vehicle only for the enjoyment to be taken away with crap sale people, service, communication etc
These brands just like large companies just lose touch with the people at the bottom and really have no clue what is actually going on - And with the money they are making on vehicles should really invest it into the start of the food cycle and explain to sales guys - Without people like you timba; One they wouldn't have a business/brand and two mr sales person wuldnt have a job...
Good luck with sorting your car - Who would believe the stress comes from getting your toy - you would expect the stress would be raising the 92k
and what are the grounds for rejection? what part is not fit for purpose?What you have listed I'm surprised it passed quality control and if it was me I would reject the car and get your money back.
You work hard to enable yourself to treat yourself to a very EXPENSIVE vehicle only for the enjoyment to be taken away with crap sale people, service, communication etc
These brands just like large companies just lose touch with the people at the bottom and really have no clue what is actually going on - And with the money they are making on vehicles should really invest it into the start of the food cycle and explain to sales guys - Without people like you timba; One they wouldn't have a business/brand and two mr sales person wuldnt have a job...
Good luck with sorting your car - Who would believe the stress comes from getting your toy - you would expect the stress would be raising the 92k
unrepentant said:
This is not the first thread that the OP has posted complaining about this. It looks like Ashley stepped in to try and help the guy after he felt that he received poor service from dealer number one and he now finds himself slammed on a public forum. Nice.
Putting aside the junior school level grammar and spelling which make the original post very hard to decipher without a translator some of the OP's issues are valid, some are not.
The reason the first dealer wanted a deposit to put the OP on the list is that he didn't want to fill his list with people who were not serious or who were on multiple other dealers lists. When allocation is short you need to make sure you have buyers ready to go in your slots so you can move quickly. Asking for a modest deposit is perfectly reasonable. If you want to go in line you pay a deposit, if you don't want to pay a deposit you don't get a slot ahead of someone who does.
The configurator was late going up, big deal. The OP had a very enthusistic salesman who knew his stuff to guide him through.
The OP didn't order the black pack and didn't check the build sheet when it was sent to him. Not really anyone's fault but his.
From the last thread it looks like like Ashley pulled out the stops to get the OP an early delivery slot and he has his car now so talk of August is meaningless.
The car was a few days later than anticipated. Well, it's a new model and sometimes that happens.
The dealership didn't shower the OP with flowers and champagne.
The issues with overspray etc.. should have been picked up on PDI and the sticker residue was missed by detail which is annoying. I would imagine that happened because the dealer was rushing to get the car delivered before the next barrage of whinging......
Sometimes things go wrong, sometimes there are little bumps in the road with new model releases. From reading many of the posts by the salesman concerned (who is a long standing PHer) on these forums it's clear he is an enthusiastic and helpful guy. I can't see that the dealership did much wrong except they should have taken more time over the final prep and they failed to call back a demanding cutomer immediately every single time he called to complain. They clearly didn't realise that he's their most important customer...
Putting aside the junior school level grammar and spelling which make the original post very hard to decipher without a translator some of the OP's issues are valid, some are not.
The reason the first dealer wanted a deposit to put the OP on the list is that he didn't want to fill his list with people who were not serious or who were on multiple other dealers lists. When allocation is short you need to make sure you have buyers ready to go in your slots so you can move quickly. Asking for a modest deposit is perfectly reasonable. If you want to go in line you pay a deposit, if you don't want to pay a deposit you don't get a slot ahead of someone who does.
The configurator was late going up, big deal. The OP had a very enthusistic salesman who knew his stuff to guide him through.
The OP didn't order the black pack and didn't check the build sheet when it was sent to him. Not really anyone's fault but his.
From the last thread it looks like like Ashley pulled out the stops to get the OP an early delivery slot and he has his car now so talk of August is meaningless.
The car was a few days later than anticipated. Well, it's a new model and sometimes that happens.
The dealership didn't shower the OP with flowers and champagne.
The issues with overspray etc.. should have been picked up on PDI and the sticker residue was missed by detail which is annoying. I would imagine that happened because the dealer was rushing to get the car delivered before the next barrage of whinging......
Sometimes things go wrong, sometimes there are little bumps in the road with new model releases. From reading many of the posts by the salesman concerned (who is a long standing PHer) on these forums it's clear he is an enthusiastic and helpful guy. I can't see that the dealership did much wrong except they should have taken more time over the final prep and they failed to call back a demanding cutomer immediately every single time he called to complain. They clearly didn't realise that he's their most important customer...
Edited by unrepentant on Friday 27th June 14:42
I have some sympathy as I also received some pretty poor service from Jaguar buying my F-Type, I walked away from my first dealer as the service was woeful.My second dealer was better but communication was very poor, the car was delayed, not totally unexpected due to it being a new model and obviously not the dealers fault but I was always the one chasing things up whilst the dealers done very little.My car was well presented, not perfect but I was happy enough, the handover was great, champagne, flowers etc etc.Jaguar do have some great dealers who I have come across since buying mine, they are the ones who must put Jaguar at the top of the surveys as the two I dealt with were very average.I did think I'd get a much better buying experience than I received, if the dealer was as good as the car then Jaguar would have nothing to worry about, but as it stands they could do much better when it comes to customer service in my experience.
ILOVEWATCHES said:
Good luck with sorting your car - Who would believe the stress comes from getting your toy - you would expect the stress would be raising the 92k
The most surprising thing for me in the OP's story is that someone who has been successful enough in life to be able to afford a £92K car has got the time or the inclination to be calling the dealer every 5 minutes. It reads like a kid waiting for a new computer game to come out.Having said that, some customers are "high touch" and a dealer selling high-end cars should recognise and deal with that. For the saga to end up on a public forum is a PR disaster, especially when others confirm poor experiences too.
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