Complaint email to 2nd in command at Jag, long!!!
Discussion
Dear xxxx
Firstly thank you for passing your email address onto me. As Steve explained I have had a lot of issues with the purchase of my F-Type Coupe R, as requested here is the catalogue of events.
Making the decision to spend the amount of money ive spent and spending it on a jaguar F type R was as you can imagine a very big one, next to buying my house, the biggest!!
I thought buying into the Jag brand, the service and the experience would be second to none, how wrong could i be!!
> I initially contacted the dealership in Slough, spent time test driving the convertible discussing the spec, I asked that they call me with a date I could order. However I wasn't happy with the service they were giving me, initially they wanted wanted a 2k deposit just so i could be on the're list even though you couldnt even order a coupe yet!
I asked them if did they knew when the order would go through and they didnt know, so wasnt impressed that they would be holding my money and making interest on it.
So as you can imagine i didnt pay a deposit and asked them to to let me know when the car could be ordered, they phoned me about 2 months after i'd ordered one from Lookers, Park Royal....is that normal business for dealers to not want 92k!!!
> I first engaged in conversations with xxxxx at lookers Park Royal end of January, I arranged to go in and I spent over 2hrs with him spec'ing out the car, the configurater was still under construction on your website so we had to work from a half printed half hand written document. Which ultimately lead to the black pack being missed off the final order, it was missed by the dealer and I also didn't realise it was missing on the final order form.
> Having placed my order under the understanding delivery would around April time, I was advised that the proposed date had come back as August. After various conversations with the dealer and the Jaguar brand managers who brought the demo car, I was advised that extra production space had been secured and I would be getting my car on / around 27th May. Had the date remained as August I would not had gone ahead with the order.
> From the time of placing my order I made numerous calls to the dealer to get updates on the date, quite often the dealer didn't return my calls which I found unacceptable, so i would end up calling at least twice in a day to actually speak to xxxxxx. As the delivery date got near the dealer became more elusive.
My car was supposed to be built on the 21st but was actually built on the 18th which i thought was great news considering the hassle I'd had and the dealer telling me that all the other f types that had been ordered had been on time or early, how wrong could I be!!! On the Friday before my car was due I found out that the factory in Coventry was closing that day for a week and therefore if my car had not left on that day it would not be delivered on time. I immediately rang the dealer to find out what the situation was and he claimed not even to know the factory was closed the following week which I found to be unbelievable! He appeased me by saying the car could still arrive Saturday and he would keep me informed, weekend came and went with no update! I had to ring and chase them yet again, it was this week, 27th may that i started to get fed up and spoke to Richard (sales manager) whom appeared to know nothing about my situation, (don't your sales staff speak to each other!)
Richard then offered me a car (not that i needed one) to try and appease me but i appreciated the offer, i was given his own car a xfs diesel.
> After resigning myself to the fact that nothing would happen until the factory reopened I waited for an update and waited.....yet again I had to do all the chasing. When the factory reopened the dealer still could not confirm a date to me, by this time I had given up speaking to the sales guy xxxxxxx who I was dealing with and had started to deal with the sales manager Richard. The next date I was told was the 4th June, i told Richard that i wanted to take my car to Dorset weekend commencing 6th June, Richard said if for any reason the car wasn't ready he would organise a sportier car for me.
> Yet again my car did not turn up and I received a telephone call from the dealership to advise the xfrs was to be collected and they were delivering a xj not exactly the 'sportier' version I was promised, after various conversations I did get a courtesy xkr but again only after having to get very irate with them for failing their promises!!
> On Thursday 5th I had to chased the dealer yet again and was told they still didn't know when my car was being delivered, at the end of my tether and getting very irate I told the dealer that if I didn't start to get some answers I would be cancelling the order.
> Friday 6th i received a call to say that they were collecting the car Monday from the factory and it would be ready for me to collect on the Wednesday, had they not confirmed this I would have cancelled the order
> Tuesday 10th at 5.30 pm I rang the dealer again for an update and was told by the salesman that the car had only just been delivered but should be prepped, when I asked what time on weds I could collect he told me that I may not be able to collect the car the next day as they would have to register it with the DVLA and they couldn't do this until 2pm on the Wednesday! He said that the sales manager should not have told me I could collect on the Wednesday.
> Wednesday - received a call at 1:30pm to say that the car was ready to collect!
> The handover - I was asked by Richard a couple of weeks previous if i would like the car delivered to my home or handed over to me with bells and whistles at the dealership, well i opted for the dealership....big mistake!!!!
I arrived at the dealership with my otherhalf expecting to see my car underwraps in the showroom, yep not there, xxxxxxx did the handover in the carpark, no flowers, champagne, nothing!!!
I asked xxxxxxx why the car wasnt in the showroom and his explanation was 'well the cars in the showroom would have to be unplugged and batterys fitted, cars outside moved etc. so they couldn't really do it' obviously to much trouble for someone spending 92k them!!!
> Issues with the car on hand over and xxxxxx told, obviously no black pack, overspray on both gloss black side skirts and a scuff on the passenger side, sticker residue on all four wheels (which xxxxxxx removed himself), bonnet not aligned properly on the drivers side and the drivers window now not working correctly
> xxxxxxxx made a list of all the issues and then after going to speak to the Sales Manager told me that the sales manager would ring me directly either the following day or by latest the Friday following their management meeting.
> After not receiving any call by the following Monday?? Tues?? (what a suprise...not) I rang to speak to the sales manager, he claimed not to be aware of any issues or the phone call he was supposed to make to me by the Friday. He advised that xxxxxxx no longer worked there, he apologised for all the issues and I arranged to take the car back into the dealership to get the issues sorted on Wed 25th June, he has also said he will organise a proper handover albeit a little late.
So the cars gone in and hopefully it will all be sorted but as you can imagine im not overly confident especially with Richard saying "he will look into the black pack" hmmmmm
Sorry about the long email but feeling very let down so im sure you'll understand.
Yours sincerely
Tim Bolson
Firstly thank you for passing your email address onto me. As Steve explained I have had a lot of issues with the purchase of my F-Type Coupe R, as requested here is the catalogue of events.
Making the decision to spend the amount of money ive spent and spending it on a jaguar F type R was as you can imagine a very big one, next to buying my house, the biggest!!
I thought buying into the Jag brand, the service and the experience would be second to none, how wrong could i be!!
> I initially contacted the dealership in Slough, spent time test driving the convertible discussing the spec, I asked that they call me with a date I could order. However I wasn't happy with the service they were giving me, initially they wanted wanted a 2k deposit just so i could be on the're list even though you couldnt even order a coupe yet!
I asked them if did they knew when the order would go through and they didnt know, so wasnt impressed that they would be holding my money and making interest on it.
So as you can imagine i didnt pay a deposit and asked them to to let me know when the car could be ordered, they phoned me about 2 months after i'd ordered one from Lookers, Park Royal....is that normal business for dealers to not want 92k!!!
> I first engaged in conversations with xxxxx at lookers Park Royal end of January, I arranged to go in and I spent over 2hrs with him spec'ing out the car, the configurater was still under construction on your website so we had to work from a half printed half hand written document. Which ultimately lead to the black pack being missed off the final order, it was missed by the dealer and I also didn't realise it was missing on the final order form.
> Having placed my order under the understanding delivery would around April time, I was advised that the proposed date had come back as August. After various conversations with the dealer and the Jaguar brand managers who brought the demo car, I was advised that extra production space had been secured and I would be getting my car on / around 27th May. Had the date remained as August I would not had gone ahead with the order.
> From the time of placing my order I made numerous calls to the dealer to get updates on the date, quite often the dealer didn't return my calls which I found unacceptable, so i would end up calling at least twice in a day to actually speak to xxxxxx. As the delivery date got near the dealer became more elusive.
My car was supposed to be built on the 21st but was actually built on the 18th which i thought was great news considering the hassle I'd had and the dealer telling me that all the other f types that had been ordered had been on time or early, how wrong could I be!!! On the Friday before my car was due I found out that the factory in Coventry was closing that day for a week and therefore if my car had not left on that day it would not be delivered on time. I immediately rang the dealer to find out what the situation was and he claimed not even to know the factory was closed the following week which I found to be unbelievable! He appeased me by saying the car could still arrive Saturday and he would keep me informed, weekend came and went with no update! I had to ring and chase them yet again, it was this week, 27th may that i started to get fed up and spoke to Richard (sales manager) whom appeared to know nothing about my situation, (don't your sales staff speak to each other!)
Richard then offered me a car (not that i needed one) to try and appease me but i appreciated the offer, i was given his own car a xfs diesel.
> After resigning myself to the fact that nothing would happen until the factory reopened I waited for an update and waited.....yet again I had to do all the chasing. When the factory reopened the dealer still could not confirm a date to me, by this time I had given up speaking to the sales guy xxxxxxx who I was dealing with and had started to deal with the sales manager Richard. The next date I was told was the 4th June, i told Richard that i wanted to take my car to Dorset weekend commencing 6th June, Richard said if for any reason the car wasn't ready he would organise a sportier car for me.
> Yet again my car did not turn up and I received a telephone call from the dealership to advise the xfrs was to be collected and they were delivering a xj not exactly the 'sportier' version I was promised, after various conversations I did get a courtesy xkr but again only after having to get very irate with them for failing their promises!!
> On Thursday 5th I had to chased the dealer yet again and was told they still didn't know when my car was being delivered, at the end of my tether and getting very irate I told the dealer that if I didn't start to get some answers I would be cancelling the order.
> Friday 6th i received a call to say that they were collecting the car Monday from the factory and it would be ready for me to collect on the Wednesday, had they not confirmed this I would have cancelled the order
> Tuesday 10th at 5.30 pm I rang the dealer again for an update and was told by the salesman that the car had only just been delivered but should be prepped, when I asked what time on weds I could collect he told me that I may not be able to collect the car the next day as they would have to register it with the DVLA and they couldn't do this until 2pm on the Wednesday! He said that the sales manager should not have told me I could collect on the Wednesday.
> Wednesday - received a call at 1:30pm to say that the car was ready to collect!
> The handover - I was asked by Richard a couple of weeks previous if i would like the car delivered to my home or handed over to me with bells and whistles at the dealership, well i opted for the dealership....big mistake!!!!
I arrived at the dealership with my otherhalf expecting to see my car underwraps in the showroom, yep not there, xxxxxxx did the handover in the carpark, no flowers, champagne, nothing!!!
I asked xxxxxxx why the car wasnt in the showroom and his explanation was 'well the cars in the showroom would have to be unplugged and batterys fitted, cars outside moved etc. so they couldn't really do it' obviously to much trouble for someone spending 92k them!!!
> Issues with the car on hand over and xxxxxx told, obviously no black pack, overspray on both gloss black side skirts and a scuff on the passenger side, sticker residue on all four wheels (which xxxxxxx removed himself), bonnet not aligned properly on the drivers side and the drivers window now not working correctly
> xxxxxxxx made a list of all the issues and then after going to speak to the Sales Manager told me that the sales manager would ring me directly either the following day or by latest the Friday following their management meeting.
> After not receiving any call by the following Monday?? Tues?? (what a suprise...not) I rang to speak to the sales manager, he claimed not to be aware of any issues or the phone call he was supposed to make to me by the Friday. He advised that xxxxxxx no longer worked there, he apologised for all the issues and I arranged to take the car back into the dealership to get the issues sorted on Wed 25th June, he has also said he will organise a proper handover albeit a little late.
So the cars gone in and hopefully it will all be sorted but as you can imagine im not overly confident especially with Richard saying "he will look into the black pack" hmmmmm
Sorry about the long email but feeling very let down so im sure you'll understand.
Yours sincerely
Tim Bolson
Edited by timbo1969 on Sunday 29th June 01:07
Trashbat, i agree i didn't ask for anything because i feel if they think the service i've recieved deserves anything then thats up to them to offer what they see appropriate.
Would you not feel the same considering the service i've had!!
Purity12 and who are you to decide i talk like that, there are to many people like you on forums who hide behind a keyboard.
Cheers awg454.
And to all you other do sayers, i was actually asked be the reciever of my email to list everything thats happened to me and my car, he didnt ask for bullet points or proper grammer just a list.
Would you not feel the same considering the service i've had!!
Purity12 and who are you to decide i talk like that, there are to many people like you on forums who hide behind a keyboard.
Cheers awg454.
And to all you other do sayers, i was actually asked be the reciever of my email to list everything thats happened to me and my car, he didnt ask for bullet points or proper grammer just a list.
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
Oh well to all of you know it all's, thanks for your support, (because that was all i was after being a Phr).
This was his response, Thank you for the note and for the detailed account of your experience. Thanks to your diligence in recording the events as the situation has unfolded, we will be able to conduct a full and thorough investigation to establish the key issues and root causes.
But obviously that wasn't all he said, i then recieved a phone call from the executives office, saying they aren't happy with the service i've recieved apologising profusely and also stating that they are going to make sure i will get the car i wanted with the black pack and any errors put right on my car.
Also engineering aren't happy with my car being the're so long and want me to meet them, the factory 2nd in command personally wants to show me round the factory himself and they also want to make amends in any way they see fit!!!
This wasnt about me getting compensation as most of you f
kwits said, its just getting a sorry and yes the proper hand over of a 92k car, oh by the way i didnt ask for it but they are lending me brand new lr sport 5 ltr to get by in for now!!
Thanks for your support guys, this is the best forum!!!!!!!!!!!!
This was his response, Thank you for the note and for the detailed account of your experience. Thanks to your diligence in recording the events as the situation has unfolded, we will be able to conduct a full and thorough investigation to establish the key issues and root causes.
But obviously that wasn't all he said, i then recieved a phone call from the executives office, saying they aren't happy with the service i've recieved apologising profusely and also stating that they are going to make sure i will get the car i wanted with the black pack and any errors put right on my car.
Also engineering aren't happy with my car being the're so long and want me to meet them, the factory 2nd in command personally wants to show me round the factory himself and they also want to make amends in any way they see fit!!!
This wasnt about me getting compensation as most of you f
kwits said, its just getting a sorry and yes the proper hand over of a 92k car, oh by the way i didnt ask for it but they are lending me brand new lr sport 5 ltr to get by in for now!!Thanks for your support guys, this is the best forum!!!!!!!!!!!!
Efbe, nobber eh, oh well another keyboard warrior lol
Unrepentant, you believe what you want, spanner, bit harsh!!
Oh and why would i make anything up and as for dealing with 2 dealers, yes thats right and the first never got back to me after spending a lot of time with them and your point is!!!
Ashley, i dont want to get in a slanging match either but i will just point out a few things, i stated on my email that i missed the blackpack as well.
Communication, i normally had to phone you twice in a day to speak to you, once in the morning and then again later in the day, it wasnt my fault you we're busy!!
I apologised to said receptionist and yes i shouldnt have gone off at her.
Handover, when i was asked if i wanted the car delivered to my house or a "proper" handover at the dealership i didnt expect it in the carpark, also you dont mention the condition of the car on said handover!
Yes you did make the deal a bit sweeter for me but then the car is at least 30k more than any other coupe you sold!!
Hmmm, who paid for the trackday, i did on my credit card and was told we will pay you back, not seen that as yet but im not going to chase it either.
None of you guys know me as i dont you but im not the one slagging you off so please stop with the insults otherwis i might start crying lol
Im just going to enjoy my car now (when i get it back lol)
Unrepentant, you believe what you want, spanner, bit harsh!!
Oh and why would i make anything up and as for dealing with 2 dealers, yes thats right and the first never got back to me after spending a lot of time with them and your point is!!!
Ashley, i dont want to get in a slanging match either but i will just point out a few things, i stated on my email that i missed the blackpack as well.
Communication, i normally had to phone you twice in a day to speak to you, once in the morning and then again later in the day, it wasnt my fault you we're busy!!
I apologised to said receptionist and yes i shouldnt have gone off at her.
Handover, when i was asked if i wanted the car delivered to my house or a "proper" handover at the dealership i didnt expect it in the carpark, also you dont mention the condition of the car on said handover!
Yes you did make the deal a bit sweeter for me but then the car is at least 30k more than any other coupe you sold!!
Hmmm, who paid for the trackday, i did on my credit card and was told we will pay you back, not seen that as yet but im not going to chase it either.
None of you guys know me as i dont you but im not the one slagging you off so please stop with the insults otherwis i might start crying lol
Im just going to enjoy my car now (when i get it back lol)
Fact and it came from the horses mouth, my R is the only one they've sold so far so if its not 30k its got to be 20-25k more. At the end of the day if your buying a car for 10k or 100k there are still stds you expect and yes maybe i expected those stds to be better because of the money i spent but i didnt recieve them, till now!!
Ok, a couple of points!
1, i didnt scream at the receptionist, i swore at her but not personally at her!!
2, i never told them to shove it up there a++e, i just said after all the promises of a delivery date that i would cancel the order if they couldnt confirm the delivery date.
3, i didnt escalate it to the 2IC, he contacted me via a third party and asked me to detail everything that had gone on.
Yes i probably havent helped myself but ive never spent this much money (my own money) on a car before, apart from buying my house i have never had such a stressful experience and yes a lot of that involves communication or rather the lack of.
1, i didnt scream at the receptionist, i swore at her but not personally at her!!
2, i never told them to shove it up there a++e, i just said after all the promises of a delivery date that i would cancel the order if they couldnt confirm the delivery date.
3, i didnt escalate it to the 2IC, he contacted me via a third party and asked me to detail everything that had gone on.
Yes i probably havent helped myself but ive never spent this much money (my own money) on a car before, apart from buying my house i have never had such a stressful experience and yes a lot of that involves communication or rather the lack of.
And who are you to say what type i am, you dont know me as much as i dont know you.
I made a mistake and i apologised to her, i lost my cool because of all the crap i'd had with the dealer and i shouldnt have spoken to her like that.
So get off your high horse and go and abuse someone else!!
I made a mistake and i apologised to her, i lost my cool because of all the crap i'd had with the dealer and i shouldnt have spoken to her like that.
So get off your high horse and go and abuse someone else!!
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