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Discussion Starter · #1 ·
I attach a letter I received yesterday from my local dealer, those who have read my other posts will know who that is, its from there head of business, maybe I am just over reacting but it looks like a blatant way to try and "game" the system by "fixing" customer satisfaction issues that Jaguar may see.

So after absolutely zero communication through my 10.5 month order process initiated by them, no freebies, a bottom end trade in, and a fight to bring forward my car from a sept deliver to July back in April because of there ineptitude and me constantly having to chase for information on delivery and me getting them to check and finding it had been built, I receive letter asking me to score them outstanding in every category of customer service and if I don't feel I can do that to ring the head of business for a chat.

Words fail me, I have had a better new car buying experience buying a fiesta for my wife 20 years ago, its light years behind the way I have been treated by dealers from Porsche, Audi and Merc, heck even the VW dealer when I was buying a year old UP for my student daughter a year ago made her feel more special than when I collected my car....

I feel I must write to Jaguar's MD as if he thinks all there dealers are helping build brand values and reputation for excellence he is mistaken.

I know some on here such as Arianne have had great dealer experiences but it feels as though its very patchy, I guess with the MD of J coming from Audi he will try to replace the poorer quality ones.

As i have said before the buying experience has been more akin to standing in the queue at Aldi rather than having your purchase gift wrapped at Harrods, that applies to Jaguar as well as the dealer, simply not at the standard one would expect for a brand aspiring to be at the quality end of the market.

I am so incensed by this letter that I feel I must inform the MD of my buying experience.
 

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Fully understand how you must be feeling Gman, and from what I read on here, you are far from alone in your dissatisfaction.
Is this head of business someone you have dealt with before? If not, it may be worth a chat to see if it's someone who has recognised their shortcomings and wants to try and start building some bridges (ok it's more likely that it's a standard statement used by all of them to try and improve their ratings). You never know - they may be willing to offer you some accessories or other inducements to improve your satisfaction.
However, if you think that you are flogging a dead horse, then go to the top. JLR has some fantastic cars at the moment and they should know that they are potentially jeopardising the expansion of the brand by treating their old and new customers so shoddily. Best of luck
 

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We use a very similar method of assessing customer feedback in my business.

Rather than be incensed and disgusted, channel that into constructive feedback and do exactly as they say. Explain you will be completing the surveys and you will not be giving good feedback as they have fallen short of being "outstanding" in every area. It will be monitored and the statistics do get seen at an executive level within JLR. Enough constructive criticism will lead to change. I have seen this happen in my business.

Also take your case up to Jeremy Hicks.
 

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On a slightly different note...

When I was trying to get drive an Evoque for 24hrs, I was having real difficulty, being told cars were in permanent use etc etc. I was on the Land Rover site configuring on a Sunday afternoon, and a chat box popped up, could they help me....

So I thought, in for a penny etc....told the whole story, named the business manager, expressed my massive dissatisfaction, and gave them my mobile, expecting to hear nothing. Less than 10 minutes later, on a Sunday, I had the same business manager on the phone, denying it, saying he never said that, that was hurting his name at JLR etc. None of that relevant to me I told him, you denied me a £50k test drive for 24hrs before I buy one, agree or disagree? Much shuffling around and I was put back to my sales guy and a car ready to go for 36hrs that week.

They are interested in reputation only at JLR, hence your letter Gman. Go to him personally, and if no dissatisfaction head straight to JLR and name him, see what you get then.

I never had this at BMW, they were excellent. My sales guy at Jag is known to me and my work colleagues and does get stuff done, in combination with the F-Pace, I have moved forward, and I have already warned him of the problems piping up on this site, which he says he will sort immediately, but other than one ICTP failure and suspension creaking now sorted, he is confident the newer cars are now sorted now as newer cars not suffering...

At least he knows where I stand in advance ;)
 

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I have purchased many new cars; either from dealer / network stock, configured or pre release.

This is my first experience of JLR. I have to say that i have never encountered such a poor system in respect of placing an order, choosing a spec, having a test drive. never have I felt so patronised by a salesman (continually).

I also feel, especially looking at other comments about 'order versus delivery date' that I have been completely mislead about build slots and delivery dates. I placed a deposit in early February for a 3.0 D Portfolio and have an end of October delivery - a few extras, nothing fancy. Others who have placed orders for similar cars seem to have had much compressed time between order and delivery. Despite asking for evidence, i have a very strong feeling that my order was either never placed or I have simply been shuffled down the order list by the dealer - giving my slot to a repeat customer. The delivery date is now later than the invitation I was given when placing the order.

I wont name the dealer - it is not fair, but there is zero chance of an Outstanding from me - the service has been nothing like it and it is a v poor introduction to JLR and parting with £45,000 of my money.

if I was the JLR owners /Exec I would look at this site with horror and for Porsche, BMW, Audi with absolute pleasure !
 

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Discussion Starter · #6 ·
thanks for all the feedback

I have decided to call him and suggest I discuss in person when I take my car in for remedial work next Monday, I will then complete the online form as per my experience as i will with the Jaguar form.

My SC is a lovely vehicle and apart from or two small niggles am delighted with the performance and how it drives, IMHO the best driving sports focused SUV with an awesome engine.

I just feel soiled by the buying experience.....

I hope the long term service experience enhances my view off the company......
 

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The Gman said:
thanks for all the feedback

I have decided to call him and suggest I discuss in person when I take my car in for remedial work next Monday, I will then complete the online form as per my experience as i will with the Jaguar form.

My SC is a lovely vehicle and apart from or two small niggles am delighted with the performance and how it drives, IMHO the best driving sports focused SUV with an awesome engine.

I just feel soiled by the buying experience.....

I hope the long term service experience enhances my view off the company......
Hi Gman

For post sales service, see if you have a specialist company nearby that's JLR approved.

I have never taken my JLR cars back to the supplying dealer post sale. I use a specialist independent company in SW London (fully approved by JLR - they just don't sell cars) who only derive their revenue from services, and therefore offer an excellent experience. They also maintain all JLR cars for Met Police.
 

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Had a poke about ... looks like you have two service specialists who aren't retailers in your area ... Royles in Wilmslow and Gordon Lamb in Chesterfield.

Might be worth a try. If anything like my experience the specialist service centres are leagues ahead of the retailers when it comes to customer service (caveat that I am talking about my experience in my part of London)
 

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I think it's great they sent it to you and I would look at it in that light.
It's clearly a default letter they have to,send and thankfully so. You now have the opportunity to let them and jaguar know what you feel.

I urge every single customer to make sure they fill this in and DONT get all rose tinted and happy glow just because you have the car. Remember what if felt like fro, that first day you ordered to the day you picked up. If it was a great experience and you felt you were valued and kept informed then great - say so,
If you didn't feel that or had problems then please do say so. It may well change things and from what I've seen and heard I believe it needs help in areas,

Use the forms wisely and give them the right scores and feedback,
 

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Hence after 6 months of being messed about, I cancelled my order. The 2 Jag Dealers i tried Essex were shambolic, rude and quite frankly, their staff should be wearing a trilby's and sheepskin coats. The wife has point blank refused to ever drive a JLR car, of any description after our experience, and went out ordered herself a new mini 5 door, the dealership was a pleasure to deal with and she was given a delivery date 24 hours from order and delivery is 1st September.....oh and I bought an Audi A6 quattro. JLR and its dealership network would appear to have much to learn.
 

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I received an E mail today from Jaguar to rate my recent purchase of my F Pace from Stratstone Nottingham.
This dealer was formally H A FOX who I dealt with since 2004 and purchased 6 new Jaguars.
JLR have now dictated that in future all their dealers in each location will sell Jaguar and Land Rover from the same showrooms so Stratstone took over the Nottingham Jaguar from July 1st as the first move for joint premises.
The purchasing of my F Pace and trading in my 15 month old XF Sportbrake at Stratstone on July 25 th was well below my expectations based on my previous experience with H A Fox and I have rated Stratstone at 4 out of a possible 10
I am still very unhappy by the way I was insulted by the patronising utterings of the general manager at Stratstone and with the very low price I was initally offered for my Sportbrake which was nearly £2000 less than We buy any car.com so I threatened to walk away from buying the F Pace. Only when the trade in offer was increased slightly I reluctantly agreed to go ahead with the sale and no offer was made for any goodies or a service package which I am sure would have been offered by H A Fox so I am afraid this is the end for anything with Stratstone in the future. My experience only confirms the fact that Stratstone were the most complained about dealer on the XF Forum over recent years and Jaguar should be considering their future with this outfit where customers are definately not valued in my experience.
 

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JLRnumber5 said:
The Gman said:
thanks for all the feedback

I have decided to call him and suggest I discuss in person when I take my car in for remedial work next Monday, I will then complete the online form as per my experience as i will with the Jaguar form.

My SC is a lovely vehicle and apart from or two small niggles am delighted with the performance and how it drives, IMHO the best driving sports focused SUV with an awesome engine.

I just feel soiled by the buying experience.....

I hope the long term service experience enhances my view off the company......
Hi Gman

For post sales service, see if you have a specialist company nearby that's JLR approved.

I have never taken my JLR cars back to the supplying dealer post sale. I use a specialist independent company in SW London (fully approved by JLR - they just don't sell cars) who only derive their revenue from services, and therefore offer an excellent experience. They also maintain all JLR cars for Met Police.
Remind me who you use again ?. Im SW London
Will keep in mind
 

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JLRnumber5 said:
JLC in Herne Hill. Been going there 10 years. Shame they don't retail too.
When you said SW I was thinking Richmond / Kingston
Herne hill SE depths of beyond for me :)
 

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Discussion Starter · #16 ·
JLRnumber5 said:
Had a poke about ... looks like you have two service specialists who aren't retailers in your area ... Royles in Wilmslow and Gordon Lamb in Chesterfield.

Might be worth a try. If anything like my experience the specialist service centres are leagues ahead of the retailers when it comes to customer service (caveat that I am talking about my experience in my part of London)
Thanks JLR i know of Royles but it is a 3.5/4 hour round trip from where I am sadly Chesterfield further away but will keep looking.

I will see how the service dept perform on Monday, I now have developed a steady and reasonable sized oil leak, its the size of a dinner plate :shock: :eek: to go with the 1.5 litre loss of the header tank coolant and the diminishing petrol smell in the cabin when becoming stationary after a run.

ICTP all working ok, CD player fine, no suspension noise, 1000 miles covered, it just seems to be inccontinent :eek: :lol: :oops: :roll:
 

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Daddy999 said:
Hence after 6 months of being messed about, I cancelled my order. The 2 Jag Dealers i tried Essex were shambolic, rude and quite frankly, their staff should be wearing a trilby's and sheepskin coats. The wife has point blank refused to ever drive a JLR car, of any description after our experience, and went out ordered herself a new mini 5 door, the dealership was a pleasure to deal with and she was given a delivery date 24 hours from order and delivery is 1st September.....oh and I bought an Audi A6 quattro. JLR and its dealership network would appear to have much to learn.
I am in Essex. As a matter of interest what dealers did you go to?
It does seem to be as good as the individual sometimes but does seem JLR don't value customers quite like other brands charging same money.
 

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I'm not sure about customer service in England, but when it comes to the Jaguar Dealership in Mobile, Al, USA, I would highly recommend them to everyone who is thinking about buying a Jag, Land Rover as well as a used car.
I first called the dealership because of how they treated my girlfriend when she bought here used Infinity SUV. They have an impeccable long term reputation of excellent customer service. Quite the best for any dealership in the entire southern US.

I first called to inquire about the car a year before it was built and was then invited to the unveiling of the vehicle in May as a VIP, at which time I ordered a fully loaded F-Pace. The salesman was a former service manager who was promoted to salesman because of his, again, high level of customer service.

Throughout the process, they took the time to get to know me as a car ENTHUSIAST, sent emails and called to update me. The vehicle came early and it was on the showroom floor under a red silk cover when I arrived. Great care was made to explain everything, and a follow up visit was offered even though I'm 70 miles away.
I had a minor service issue which was again treated with extra care as the dealer offered to bring 2 drivers to pick up the Jag and deliver a new XE loaner. After a quick repair, and timely responses and follow up, I am thoroughly impressed. I truly love the look and performance as well as the technology of this vehicle and I'm equally satisfied by Joe Bullard in Mobile. I own a business as well and there are always issues, especially with performance vehicles. I'm a happy owner and extremely with what Jaguar has delivered. I expect there to be problems with the vehicle with all of the new technology, especially with the way I drive. Yes, I've had my 300ZX twin turbo up to 170MPH and blew the engine on that car, but this Jag handles better than even my 1992 sports car!! It is quiet inside, has an ultra smooth ride, yet is a beast when it comes to accelerating around corners and is amazingly stable in turns exceeding my every expectation.

It's basically, a sports car that causes everyone to stop and stare everywhere I go!! It's WOW factor blows away the sleek and very DULL looking Porsche Macan as well as the globular Mercedes. It seems that everyone is trying to copy the rear haunch styling Jag has put forth but is failing miserably.

People here in the US pull up next to me like a Ford Mustang did which then raced the engine and give me the thumbs up!! At gas stations, young guys gawk and beg to ask if they can see inside. At a car show I attended, people came up and asked what it was and it got more attention than any car there, including the muscle cars of the 70's of which my brother had many.

I say great job to Jaguar for stepping out and taking the risk to make a truly remarkable vehicle, and to those who worry about a few minor issues being quickly addressed and updated, stop complaining. Software updates will fix problems but the technology will always be improving. The dynamic ability to correct problems is enabled with a maintenance port as well as a sim card. I do expect other problems to surface, but so far so good. I'm seeing extra attention to these being corrected as I read the forum, so I'll just enjoy the ride for now, as well as the attention I'm getting on the road.

When I first bought the car and posted pictures of it in Facebook, the very first response I received was. "Damn, That car is sexy!" OHH, but it drives like the F-Coupe which is what I truly love!!

Marty
 

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Marty, thanks for sharing that with us. Your US dealership is a bit far for most of us here in the U.K. but perhaps someone from 'over there' could take a trip 'over here' and do some customer care training for those folk who have lacklustre dealerships near them?

A lovely 'good news' post, cheers.

Arianne
 

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I have to say my patience is wearing thin. Not advised of lockdown imminent so missed that date and wanted to change spec, Having agreed new spec now seems I'm in some sort of pool with what looks like another two months to wait. I really hope this is not indicative of what is to come. I think what it does reflect is dealers who dont have to work too hard to get orders and forget the basics of keeping customers happy.
 
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