Main dealer experience
Discussion
Frankly shocking.
The sales experience is good but servicing is absolutely dreadful.
Coming from mainly BMW I’d assumed JLR would be a similar level of service and customer experience if not slightly more premium.
After waiting two months for the local dealer to take a look at a problem (under warranty) they cancelled the appointment on the Friday for the Monday drop off.
A bit short notice but they gave the reason of staff sickness so it is what is. Rebooked for another month down the line, dropped the vehicle off only to be told by the service advisor there’s a bit of a rollover of work from the previous day due to staff sickness (bit of a theme emerging here!) so might need the vehicle for two days.
No courtesy car was available unless I was willing to wait yet another month so taxi required.
No communication at the end of the second day so rang to be told they haven’t even looked at it and may not manage to look tomorrow (Friday) either.
So a three month wait, been without a car for three days and looking at getting a taxi back tomorrow to reclaim the car and still no repair in sight.
How can this be even remotely acceptable for any brand, nevermind something that claims to be premium.
I’m now in a position of having a nearly new vehicle with next to no realistic main dealer service
Of all the talk of Jaguar being pensioned off due to poor sales I’d suggest the problems are predominantly as a result of frankly shocking levels of service.
I’m beginning to wonder if buying a Jaguar might have been a very bad choice.
It’s a shame as the P450 is a cracking car.
The sales experience is good but servicing is absolutely dreadful.
Coming from mainly BMW I’d assumed JLR would be a similar level of service and customer experience if not slightly more premium.
After waiting two months for the local dealer to take a look at a problem (under warranty) they cancelled the appointment on the Friday for the Monday drop off.
A bit short notice but they gave the reason of staff sickness so it is what is. Rebooked for another month down the line, dropped the vehicle off only to be told by the service advisor there’s a bit of a rollover of work from the previous day due to staff sickness (bit of a theme emerging here!) so might need the vehicle for two days.
No courtesy car was available unless I was willing to wait yet another month so taxi required.
No communication at the end of the second day so rang to be told they haven’t even looked at it and may not manage to look tomorrow (Friday) either.
So a three month wait, been without a car for three days and looking at getting a taxi back tomorrow to reclaim the car and still no repair in sight.
How can this be even remotely acceptable for any brand, nevermind something that claims to be premium.
I’m now in a position of having a nearly new vehicle with next to no realistic main dealer service
Of all the talk of Jaguar being pensioned off due to poor sales I’d suggest the problems are predominantly as a result of frankly shocking levels of service.
I’m beginning to wonder if buying a Jaguar might have been a very bad choice.
It’s a shame as the P450 is a cracking car.
Edited by Nick928 on Thursday 9th May 19:49
akirk said:
The sales department of the dealer (Nr London) where I bought my f-type were awful…
The service department at Cribbs Causeway N. Bristol were fantastic including at one point turning up on my drive after hours to make sure I was happy with something they had done… all depends on the franchise…
Strangely enough Cribbs Causeway was the subject of my original post.The service department at Cribbs Causeway N. Bristol were fantastic including at one point turning up on my drive after hours to make sure I was happy with something they had done… all depends on the franchise…
Edited by Nick928 on Saturday 11th May 19:49
akirk said:
Nick928 said:
akirk said:
The sales department of the dealer (Nr London) where I bought my f-type were awful…
The service department at Cribbs Causeway N. Bristol were fantastic including at one point turning up on my drive after hours to make sure I was happy with something they had done… all depends on the franchise…
Strangely enough Cribbs Causeway was the subject of my original post.The service department at Cribbs Causeway N. Bristol were fantastic including at one point turning up on my drive after hours to make sure I was happy with something they had done… all depends on the franchise…
Edited by Nick928 on Saturday 11th May 19:49
As it turned out they cancelled the first appointment so I had to wait three months anyway and still no CC.
akirk said:
Nick928 said:
akirk said:
Nick928 said:
akirk said:
The sales department of the dealer (Nr London) where I bought my f-type were awful…
The service department at Cribbs Causeway N. Bristol were fantastic including at one point turning up on my drive after hours to make sure I was happy with something they had done… all depends on the franchise…
Strangely enough Cribbs Causeway was the subject of my original post.The service department at Cribbs Causeway N. Bristol were fantastic including at one point turning up on my drive after hours to make sure I was happy with something they had done… all depends on the franchise…
Edited by Nick928 on Saturday 11th May 19:49
As it turned out they cancelled the first appointment so I had to wait three months anyway and still no CC.
There was always a huge difference between phoning the official service dept. number which takes you through to a Jardine call centre where they book you in 2 or 3 months ahead... v. calling directly to the service folks in the office by the service dept. where generally there was a slot in the next day or two... I was lucky to build a good relationship with one of the staff there who was assiduous in looking after me proactively...
They did manage to look at it after three days (Friday) but I’m still waiting on the warranty work to be authorised.
I’ll give them a few more days and chase it up.
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