Customer contempt
Discussion
My S Type 4.2 has had a problem with its alarm for a while. I get it serviced at a Jaguar specialist who are excellent - but were scratching their heads with this one. All the diagnostics said there wasn't a problem, but after 25 mins the alarm forgot who you were and you had to open the car with the key and set it off. (Our neighbours were very understanding!)
Yesterday decided to give my specialist a bit of a leg up and rang the factory to see what to do next. The attitude of their staff beggared belief. I was told I had to move my car to a Jaguar dearlership now and they wouldn't deal with specialists. I explained that that might land me with a big bill for unfinished work - they didn't care. I asked to speak to a manager, I was told I couldn't. I was interrupted and shouted down by one of the rudest people I have ever spoken to on the phone. When I said 'This is my fourth Jaguar and you really aren't motivating me to buy another' I was told that was my decision.
My wife was so incensed that she rang back and asked for the customer services manager, as it was 4.30PM he had apparently gone home and she got the same line from someone who claimed to be in charge.
With Jaguar allegedly in financial difficulties you'd think they would look after their customers a bit better - but on this experience their customer services department should be retitled 'Sales Prevention'
Has anyone else had service like this from the factory - or am I the only one?
Yesterday decided to give my specialist a bit of a leg up and rang the factory to see what to do next. The attitude of their staff beggared belief. I was told I had to move my car to a Jaguar dearlership now and they wouldn't deal with specialists. I explained that that might land me with a big bill for unfinished work - they didn't care. I asked to speak to a manager, I was told I couldn't. I was interrupted and shouted down by one of the rudest people I have ever spoken to on the phone. When I said 'This is my fourth Jaguar and you really aren't motivating me to buy another' I was told that was my decision.
My wife was so incensed that she rang back and asked for the customer services manager, as it was 4.30PM he had apparently gone home and she got the same line from someone who claimed to be in charge.
With Jaguar allegedly in financial difficulties you'd think they would look after their customers a bit better - but on this experience their customer services department should be retitled 'Sales Prevention'
Has anyone else had service like this from the factory - or am I the only one?
Understand Phil - you have your business to protect - but my car's nearly five years old so getting down the food chain a bit - and my guy had talked to everyone and his dog. I've had some excellent service from dealerships in the past - I use an independent because he supplied the car and has looked after me really well.
The problem isn't especially the support for indy's, the problem is that the people at the factory didn't give a toss about any financial loss I might incur - or me as a customer. There are many more diplomatic ways of sorting a problem than saying - and I quote "I won't help you"
The problem isn't especially the support for indy's, the problem is that the people at the factory didn't give a toss about any financial loss I might incur - or me as a customer. There are many more diplomatic ways of sorting a problem than saying - and I quote "I won't help you"
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