XJR X350 Jaguar warranty issues
Discussion
I hoped, especially so soon into Jaguar ownership not to be writing anything like this, but.... It happens.
I had an engine light come on about 9 days ago. The car still drove as normal, but I booked it in. I'm only 2 months into the approved used warranty so didn't worry much.
Last Friday, I dropped the car in for diagnosis at a local Jaguar service centre. 1 hour later, a slightly sheepish looking person appeared to say, "Ummmm, we can't read the Engine ECU... We'll try it one our other machine. Are you ok to wait a bit?" I sat back, and enjoyed the thrilling collection of magazines, and the attention of a lovely little puppy that had come in with two other customers. However, another hour later she was back. "We aren't sure why, but neither machine will read it. Can you come back monday, we'll give you a courtesy car and we'll get to the bottom of this?"
Well, I did (or they collected the car from me) on Monday. They called at lunch, then again at just before closure (can't fault them for this, they kept me well informed this whole week) and informed me that the VIN code read by the SDD was giving different details about the car than what the car's wiring loom actually had. With a fair few calls to jaguar, they eventually managed to read the engine code, by, and I'm quoting here, "by going a round about, back door way." and diagnosed the throttle body. He did inform me that the reason for the complications behind the diagnosis are that the car was a Jaguar engineering test vehicle (this was from jaguar), and is fitted with bits which don't correspond with what the SDD says the car has. He also said that his advice was that this is something that should be rectified, as although they now know what they did to diagnose it, anywhere else I take it will go through the same, "WTF, it can't see the engine (and several other) ECUs."
Now, this is where I got more upset. The garage called today, and informed me that Jaguar approved consider that this fault SHOULD be diagnosed in 2 hours, so the 2 days it took will not be covered. So I was told I would be facing approximately £560 bill. They also insisted that had they known it was a Jaguar engineering car they would have not covered it, and finally the fault which caused this problem with the diagnosis will not be covered.
I contacted the dealership which sold the car, who in turn contacted Jag warranty and they have now decided they will at least pay the whole repair.
Anyway, this first fault aside, I am still left with a car which has a serious flaw with its ECU diagnosis, caused, from what I've been told by the Jaguar service center by Jaguar engineering themselves, which is not covered by Jaguar warranty.
Outside warranty, this could leave me facing large bills every time I have an engine warning light, as each engineer who doesn't already know how to diagnose it will go through this.
In my opinion, this diagnosis/wiring/ECU/whateveritis should be repaired, but the sales dealership were somewhat dismisive, implying (no, not implying, flat out telling me) that this was down to the service centre being useless in their diagnosis and just running the clock up because they didn't know what to do. They also claimed that Jaguar approved had no problem covering the car. Frankly, I doubted that. Why the sudden "I'm afraid they claim it's not covered." from the service center, followed 1 hour later by "yes, they have no problem covering the vehicle at all." from the sales place. On calling the service center back, he chuckled and said something had caused Jag approved to change their minds. I wonder what...
I need some advice on this. What on earth should I do next? Frankly, it's quite a concern at what other error could be thrown up by it's history as a test mule, and I think it's not that far a stretch to say if it's not going to be repaired, I think they've sold a dodgy car, I should be after my money back.
And in a similar vein, what the hell are Jaguar doing releasing a car like this to sell on?
I had an engine light come on about 9 days ago. The car still drove as normal, but I booked it in. I'm only 2 months into the approved used warranty so didn't worry much.
Last Friday, I dropped the car in for diagnosis at a local Jaguar service centre. 1 hour later, a slightly sheepish looking person appeared to say, "Ummmm, we can't read the Engine ECU... We'll try it one our other machine. Are you ok to wait a bit?" I sat back, and enjoyed the thrilling collection of magazines, and the attention of a lovely little puppy that had come in with two other customers. However, another hour later she was back. "We aren't sure why, but neither machine will read it. Can you come back monday, we'll give you a courtesy car and we'll get to the bottom of this?"
Well, I did (or they collected the car from me) on Monday. They called at lunch, then again at just before closure (can't fault them for this, they kept me well informed this whole week) and informed me that the VIN code read by the SDD was giving different details about the car than what the car's wiring loom actually had. With a fair few calls to jaguar, they eventually managed to read the engine code, by, and I'm quoting here, "by going a round about, back door way." and diagnosed the throttle body. He did inform me that the reason for the complications behind the diagnosis are that the car was a Jaguar engineering test vehicle (this was from jaguar), and is fitted with bits which don't correspond with what the SDD says the car has. He also said that his advice was that this is something that should be rectified, as although they now know what they did to diagnose it, anywhere else I take it will go through the same, "WTF, it can't see the engine (and several other) ECUs."
Now, this is where I got more upset. The garage called today, and informed me that Jaguar approved consider that this fault SHOULD be diagnosed in 2 hours, so the 2 days it took will not be covered. So I was told I would be facing approximately £560 bill. They also insisted that had they known it was a Jaguar engineering car they would have not covered it, and finally the fault which caused this problem with the diagnosis will not be covered.
I contacted the dealership which sold the car, who in turn contacted Jag warranty and they have now decided they will at least pay the whole repair.
Anyway, this first fault aside, I am still left with a car which has a serious flaw with its ECU diagnosis, caused, from what I've been told by the Jaguar service center by Jaguar engineering themselves, which is not covered by Jaguar warranty.
Outside warranty, this could leave me facing large bills every time I have an engine warning light, as each engineer who doesn't already know how to diagnose it will go through this.
In my opinion, this diagnosis/wiring/ECU/whateveritis should be repaired, but the sales dealership were somewhat dismisive, implying (no, not implying, flat out telling me) that this was down to the service centre being useless in their diagnosis and just running the clock up because they didn't know what to do. They also claimed that Jaguar approved had no problem covering the car. Frankly, I doubted that. Why the sudden "I'm afraid they claim it's not covered." from the service center, followed 1 hour later by "yes, they have no problem covering the vehicle at all." from the sales place. On calling the service center back, he chuckled and said something had caused Jag approved to change their minds. I wonder what...
I need some advice on this. What on earth should I do next? Frankly, it's quite a concern at what other error could be thrown up by it's history as a test mule, and I think it's not that far a stretch to say if it's not going to be repaired, I think they've sold a dodgy car, I should be after my money back.
And in a similar vein, what the hell are Jaguar doing releasing a car like this to sell on?
They shouldn't be selling cars with potential issues they aren't willing to rectify under warranty. Perhaps you should take legal advice as to whether if you considered the warranty to be a material and non-negotiable part of the sale, there is grounds for persuading the dealer to take the car back and provide another, or a refund, or some sort of goodwill payment. You may have a claim under the Sale of Goods Act since there is some doubt that the car was "of satisfactory quality" when sold:
http://www.honestjohn.co.uk/faq/consumer-rights
http://www.honestjohn.co.uk/faq/consumer-rights
Thanks for your replies.
Bought on the 15th May from a Jaguar main dealer.
And you've said pretty much what I have thought. I'm due to pick the car up shortly, and I intend to ask if they will give me something with a description of what they had to do (or a copy of the invoice of their time to diagnose).
Then (possibly after seeking some more advice) I will contact the dealer principal by phone, and in writing next week.
Terrible shame, as I like the car very much. This ridiculous situation from this single minor issue is ruining it. Also, I'm due to drive to scotland and back next weekend! A friend has taken time off to help, and I have a christening in Newcastle on sunday that I can't miss, as I'm the Godfather. The timing is awful. (Isn't it always!)
Bought on the 15th May from a Jaguar main dealer.
And you've said pretty much what I have thought. I'm due to pick the car up shortly, and I intend to ask if they will give me something with a description of what they had to do (or a copy of the invoice of their time to diagnose).
Then (possibly after seeking some more advice) I will contact the dealer principal by phone, and in writing next week.
Terrible shame, as I like the car very much. This ridiculous situation from this single minor issue is ruining it. Also, I'm due to drive to scotland and back next weekend! A friend has taken time off to help, and I have a christening in Newcastle on sunday that I can't miss, as I'm the Godfather. The timing is awful. (Isn't it always!)
pete5570 said:
I would take it back to the dealers and demand a loan car until they get it sorted, when i say sorted i mean a like for like replacement. The car is clearly not fit for purpose so something needs to be done. But for now i would get them to supply a car for your journey.
Yes, although there is a slight issue with distance. I'm 250 miles from the dealer, and no time to go across and pick one up. Also, I'm expecting to be towing for most of the 1100 miles I've got to do next weekend. So whatever they provide needs a towbar fitted.We'll see what happens when I contact them tomorrow.
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