Poor customer service at Jaguar dealer
Discussion
Took the xj to my jaguar dealer for a paint warranty claim about 5-6 months back, its a 2004 model and had started to corrode on the tailgate and door, was told it was quite common on this model. Someone came out with his camera and took some pictures and said, We will forward these on to Jaguar and we will get in touch, so a few weeks go by and i give them a ring, get told that someone would be in touch the following day, well they never, so i leave it for a couple of weeks, i ring again to be told someone would get in touch, guess what no return call, i email a couple of times, no reply to them either, so i phone again a couple of months before christmas to be told that the claim had been authorised and i would be recieving a letter within a couple of weeks. Its now January and no letter, so i ring again and ask to speak to someone in charge, i get told, sorry the manager is not in today, i get passed to someone who tells me the person dealing with the claim is on a course but will ring me tomorrow, guess what no call back, so finally losing patience with my dealer i email jaguar directly, I have now had a call from Jaguar telling me that there has been no warranty claim sent to them by my dealer.
Is this dealership for real, do they know who is doing what or are they just incompetent, this is a prestige car dealers.
Lets just say i would not spend a penny with this dealership, i get better service from my local ford dealers for my partners fiesta.
Customer service, non what so ever.
Is this dealership for real, do they know who is doing what or are they just incompetent, this is a prestige car dealers.
Lets just say i would not spend a penny with this dealership, i get better service from my local ford dealers for my partners fiesta.
Customer service, non what so ever.
Please do not name and shame in the forums. I have edited the details from this post - jeremyc (Moderator).
Edited by jeremyc on Tuesday 19th January 13:17
The rules of posting on the forum forbid explicitly naming and shaming suppliers. Please abide by these rules.Did not know you could not name and shame dealers who take the mick, i can delete the post if it upsets you. Bad times when you cant tell it as it is, this is why these dealers get away with it.
Edited by Terry the tool on Tuesday 19th January 22:48
Edited by Terry the tool on Tuesday 19th January 22:51
I paid top whack at a dealer for a 1995 XJR in 2001 with 40k and full dealer service history. When the diff started making a noise five months later they told me the car was sold without warranty! I wrote to Jaguar complaining about the problem, lack of resolution and the fact that the diff was failing so early but they said my only recourse was to talk to the dealer!!! That is why dealer service is often horrendous - no risk of investigation by Jaguar themselves.
Being 23 at the time I didn't think to go small claims/research my statutory entitlements etc.
Another problem with most dealers is they will happily replace a diff, gearbox etc. but they do not have the ability to repair the major components of the car, nor do they have relationshps with other companies so they can offer the most cost effective repairs e.g. by having a rebuilt diff rather then replacing it.
I will keep my X308 XJR for as long as poss but will never give another penny to a Jaguar dealer. Find yourself a good independant mechanic!
Being 23 at the time I didn't think to go small claims/research my statutory entitlements etc.
Another problem with most dealers is they will happily replace a diff, gearbox etc. but they do not have the ability to repair the major components of the car, nor do they have relationshps with other companies so they can offer the most cost effective repairs e.g. by having a rebuilt diff rather then replacing it.
I will keep my X308 XJR for as long as poss but will never give another penny to a Jaguar dealer. Find yourself a good independant mechanic!
I have found a good independent, but its paintwork and under warranty, Jaguar head office phoned me yesteday and told me to take the car to another dealer and they would sort it out for me, my gripe was with the original dealership where i took the car, not returning my calls or emails, then finding out they had not even put forward the claim when they told me they had.
The general manager from this dealership also rang me yesterday to apologise and asked me to take the car back to them, he wanted to know why and how this had happened.
I have 4 month paintwork warranty left so need it sorting out, if i had not phoned jaguar head office i would still be waiting for this so called letter to say the claim had been authorised.
The general manager from this dealership also rang me yesterday to apologise and asked me to take the car back to them, he wanted to know why and how this had happened.
I have 4 month paintwork warranty left so need it sorting out, if i had not phoned jaguar head office i would still be waiting for this so called letter to say the claim had been authorised.
I had a visit from a Jaguar bloke who seemed to be the travelling 'warranty man' - to look at an area of laquer that was flaking off the bonnet (car then 3-4 years old). He was very dismissive and rude and said the car had been resprayed so the warranty was void. I pointed out that in fact the car had not been resprayed - although he could find no evidence of it - but he found some other excuse and stomped of. Most unpleasant man - I hope he lost his job.
Its all down to the quality of people employed at the dealers unfortunately. Touch wood my local dealer has been very efficient in sorting out some warranty claims for me on my X-type & I usually end up in an XF loan car. My car is always ready when they say it will be & it comes back valetted inside & out. This is dream world compared to how my brother in law gets treated by his local Mercedes dealer.
TurricanII said:
I paid top whack at a dealer for a 1995 XJR in 2001 with 40k and full dealer service history. When the diff started making a noise five months later they told me the car was sold without warranty! I wrote to Jaguar complaining about the problem, lack of resolution and the fact that the diff was failing so early but they said my only recourse was to talk to the dealer!!! That is why dealer service is often horrendous - no risk of investigation by Jaguar themselves.
Being 23 at the time I didn't think to go small claims/research my statutory entitlements etc.
Another problem with most dealers is they will happily replace a diff, gearbox etc. but they do not have the ability to repair the major components of the car, nor do they have relationshps with other companies so they can offer the most cost effective repairs e.g. by having a rebuilt diff rather then replacing it.
I will keep my X308 XJR for as long as poss but will never give another penny to a Jaguar dealer. Find yourself a good independant mechanic!
BUT YOUR CAR WAS OUT OF WARRANTY. IT MAKES NO DIFFERENCE WHO THE DEALER IS, IT'S OUT OF WARRANTY.Being 23 at the time I didn't think to go small claims/research my statutory entitlements etc.
Another problem with most dealers is they will happily replace a diff, gearbox etc. but they do not have the ability to repair the major components of the car, nor do they have relationshps with other companies so they can offer the most cost effective repairs e.g. by having a rebuilt diff rather then replacing it.
I will keep my X308 XJR for as long as poss but will never give another penny to a Jaguar dealer. Find yourself a good independant mechanic!
You could have gone to small claims and you would have lost. If you want a warranty on a 6 year old car, you need to buy one.
As much as you don't want to hear it, the fact is that the franchised dealer is the best prepared place to work on your car. They have the tools and more importantly the training to understand the ways to diagnose faults and repair them cost effectively. This is particularly important for the electrical and airbag systems.
As for the dealer offering a rebuilt final drive unit (fdu), realistically it would need a new gearset and that is what you get with the fdu sold in a franchised dealer. It also makes it expensive. A rebuilt one would cost less but have some noise. You get what you pay for.
Cooky said:
Mrs C took our XJS to our local dealer when she couldn't get the hood up, They were most courteous and resolved the problem quickly, a top up of oil and a quick fuse change sorted it. All done in 30 mins and completely free.
Stratstone Jaguar Stockport.
Nice one cooky lets keep the good stories coming. Stratstone Jaguar Stockport.I have had both good and bad experiences with our nearest main Jaguar dealer.
Usually for little things or when smaller parts are required they are fine. They also use a great bodyshop local to them, that did the repair work on my XKR after some numpty drove into it! The repair and paintwork was excellent and you couldn't tell where the damage had been!
However, they have been not so great when servicing the car, in one instance I was almost certain they had not done a thing to it but still charged me. There had to be a better alternative out there..........
Anyway, For some time now I have used www.paramount-performance.com for servicing, as well as any major mechanical work or upgrades as I trust them implicitly. They use genuine manufacturers parts in all instances, and their quality of workmanship is top rate!
I started using them when I had a few upgrades done to my old XKR, got to know them and the rest is history. For me the 'peace of mind' that my car is in good hands is the most reassuring aspect.
Scott
Usually for little things or when smaller parts are required they are fine. They also use a great bodyshop local to them, that did the repair work on my XKR after some numpty drove into it! The repair and paintwork was excellent and you couldn't tell where the damage had been!
However, they have been not so great when servicing the car, in one instance I was almost certain they had not done a thing to it but still charged me. There had to be a better alternative out there..........
Anyway, For some time now I have used www.paramount-performance.com for servicing, as well as any major mechanical work or upgrades as I trust them implicitly. They use genuine manufacturers parts in all instances, and their quality of workmanship is top rate!
I started using them when I had a few upgrades done to my old XKR, got to know them and the rest is history. For me the 'peace of mind' that my car is in good hands is the most reassuring aspect.
Scott
Edited by Scottman on Friday 29th January 14:16
If you purchase a second hand vehicle, or have accessories or spare parts fitted, and a fault develops within 6 months of purchase, then under the Sale of Goods Act the supplying dealer has to prove that the vehicle was of satisfactory quality and fit for purpose.
In other words the burden of proof is reversed.
If the dealer cannot prove that the fault did not exist at the time of purchase then he/she will have to fund any necessary repairs, as the vehicle will be deemed to have been sold with an inherent fault.
Clearly, if faults are brought to the purchasers attention before purchase then he/she cannot complain about those faults later on.
In other words the burden of proof is reversed.
If the dealer cannot prove that the fault did not exist at the time of purchase then he/she will have to fund any necessary repairs, as the vehicle will be deemed to have been sold with an inherent fault.
Clearly, if faults are brought to the purchasers attention before purchase then he/she cannot complain about those faults later on.
Lemmonie said:
Stedman said:
Jaguar warranty seems to be tightening it's belt of late unfortunately.
If anyone is stuck for a GOOD Jaguar Dealer, i recommend Guy Salmon Gatwick
Why thank you! :-) If anyone is stuck for a GOOD Jaguar Dealer, i recommend Guy Salmon Gatwick
we aim to please!
Top marks to Gareth and Nigel+Rest of the team
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