Jaguar Complaint

[EVOeng]

I need to get in contact with Jaguar in reference to a problem with the service from my local Jaguar dealer.
Does anybody know the contact details of Jaguar Head Office?

Also, does anybody know the contact details of the Guy Salmon group head office? Or is Guy Salmon just a group within Sytner, in which case does anybody know how I can contact them?

Many thanks in advance.

Ram

[a8hex]

Have you tried the "contact us" link on their home page?
It has a long list of numbers you can call for different issues.

[EVOeng]

I did try but am only able to contact the individual dealership.

[B0bman]

Are you able to elaborate on the issue? I ask as am hoping to buy a Jag in the next few weeks, possibly from Guy Salmon.

[x type]

http://www.jaguar.com/gb/en/#/contact/aftersales/a...

I have an issue with my vehicle that I'd like to discuss
Complete an  online form  or call 0845 303 2303

or try

Customer Services
Jaguar Cars Limited
Abbey Road
Whitley
Coventry
CV3 4LF

[Deva Link]

Good luck - Jaguar customer service is legendary, and not in a good way.

[Stedman]

Ram - In my experience, Guy Salmon have been really goodexcellent with regards to customer service (Gatwick Jag at least!).

I'm guessing you tried contacting the dealer principle or service/sales manager at the said dealership?

P.S - Just remembered that I never answered your questions on FB about ovlovs. Drop me another email if you want them answered

[tvron]

try 08453032303 should put you through to Jaguar Customer Services.From 6years Jaguar main dealers some good some awful-If you are near Lancasters at Sidcup always found them very helpfulbut same applies to most other makes including now BMW

[a8hex]

tvron said:

try 08453032303 should put you through to Jaguar Customer Services.From 6years Jaguar main dealers some good some awful-If you are near Lancasters at Sidcup always found them very helpfulbut same applies to most other makes including now BMW

I bought my car from them and always had very good service from their Reading branch.

I've had less good service from a dealer who had been a BMW main dealer upto a few weeks before becoming a Jaguar dealer and them working on my car... Guess I should have let them learn on someone else's car.

[TurricanII]

When I complained to Jag about a my 2nd hand xjr6 bought from a dealer they said 'you need to sort it with the dealer'. After six months of ownership the dealer told me it needed new exhaust and diff estimated at 3000 incl labour. Jag didn't care which is why my relatively cheap xjr8 will be my last Jag. Then again, maybe things changed under tata?

[loopey-lin]

I have had many dealings with Guy Salmon in Thames DItton who deal in both Jaguar and Land ROver. I think they have been absolutely fantastic!!! From booking in to picking it up I can't fault them and when a problem has occurred its been sorted really quick.

[Simpo Two]

TurricanII said:

When I complained to Jag about a my 2nd hand xjr6 bought from a dealer they said 'you need to sort it with the dealer'.

Correct, that's who your contract is with.

TurricanII said:

After six months of ownership the dealer told me it needed new exhaust and diff estimated at 3000 incl labour.

Time to go to an indy then!

[HereBeMonsters]

TurricanII said:

When I complained to Jag about a my 2nd hand xjr6 bought from a dealer they said 'you need to sort it with the dealer'. After six months of ownership the dealer told me it needed new exhaust and diff estimated at 3000 incl labour. Jag didn't care which is why my relatively cheap xjr8 will be my last Jag. Then again, maybe things changed under tata?

You bought a second hand car, that six months later needed a new exhaust and diff? How is a dealer supposed to know what will fail (one of which is basically a consumable?) six months down the line?

[Fleckers]

tvron said:

Lancasters at Sidcup always found them very helpfulbut same applies to most other makes including now BMW

used them once

never ever again

coyboy back street chop shop would be better imho, rude is an understatement

[TurricanII]

HereBeMonsters said:

You bought a second hand car, that six months later needed a new exhaust and diff? How is a dealer supposed to know what will fail (one of which is basically a consumable?) six months down the line?

I should have had it checked out by a proper mechanic before buying but then you would not expect to have to do that with a Jag dealer. I reported a rattle when shutting the door which started after a few weeks. I put the car in for a service after six months. They said that the engine had moved on it's mounts and twisted the exhaust. Also said that a vibration in the handbrake lever that very gradually got worse = time for a new diff. I was young and inexperienced, did not spot the slight vibration when I bought the car that got louder very gradually.

In the end Jag dealer quoted over £3k for a new diff and exhaust. I sourced a recon diff from eurojag and my indy fitted it and welded the exhaust which was then fine, all in all about £1000 for diff, fitting and exhaust fixed. If I had been a few years older I perhaps would have been aware of my statutory rights when buying second hand from a dealer, i.e. that "the car must be of satisfactory quality. Satisfactory quality is defined as what a ‘reasonable person’ would regard as acceptable, taking into account factors such as price paid, fitness for purpose specified, appearance and finish, safety and durability. If it becomes apparent that the car was not of the quality you were led to expect, you are quite within your rights to go back to the dealer, even after some weeks or even months of use".

I asked for a copy of the service sheets for the car and there were many scheduled service item tick boxes that were not ticked.

I complained to Jag about the shortcomings in service and what I thought were latent faults in the car but that said I should complain to the dealer - i.e. they didn't give a s**t that a Jag dealer was not following Jag service procedures. Of course they didn't pipe up that my statutory rights might give me recourse with the dealer.

The lesson is to always use a reputable indy for service of out of warranty motors!

Edited by TurricanII on Thursday 24th February 00:13

[Simpo Two]

Sadly some prestige dealers can be snobby, either because your car is not 'new' enough or you're wearing jeans etc.

I feel rather out of place visiting my local Jaguar dealer in a 2006 S-Type, although they're perfectly polite and pleasant, espcially the parts department.