[FP761]

Hi all, I though I'd share my experience thus far being with my FE for 2days.

I picked my FE upon on Sat, I was told that it had been valeted and pureguarded, on closer inspection as one would do with a mere hand swipe across the veneers/plastics/leather, there was dust in the cabin, the dealer commented it's the dirty London environment... hmmmmmm I'll put that to one side for now.... after we completed all paperwork I obviously got in and drove off, stopping for a bite to eat at a restaurant before leaving London, on exiting the vehicle I inspected the car more thoroughly externally . ..and it was filthy.. in places that if 'detailed' as the dealer had said... it would not be dirty so easily or quickly... by merely driving 1-2mile... I inspected the cabin and found black greasy finger print smudged on the seat adjustments switches (as they're white/oyster)... as well as crazy dust... I noted the dealers mileage and it was minimal 15miles... so I can't see how he drove the car across town to apparently a detailer/valet there; as he had suggested earlier.

Worse still (Sunday) went to start the car and nothing!!! I had to call Jag assist... found out that the dealer had jumped the car for hand over (hadn't even prepped the car; charged the battery) so I assume it had been in storage for some time*, Jag assist guy even showed me the power points (jump points under the bonnet) that are normally enclosed in a plastic box, that were outside of their housing suggesting someone had already jumped the vehicle assuming they'd left the points exposed to do again or had done repeatedly and wanted easy access.

Annoyed as hell, and after the Jag assist guy left, I drove the car to a 'detailer' for an inspection and no the car hasn't been 'pure guarded' and I already know it was never valeted. .. so... I'm fuming the dealer had tried (did at the time) duped me....

*I have a friend at JLR who actually this morning pulled info off a system to when the dealer has had the car... and such time I can only assume it's been stowed.

I agreed pure guard paint sealant at £499 on the vehicle exterior paintwork as well as on all carpet etc in the cabin (scotch guarded or whatever it is), but invoice states £299 for pureguard 2kit, I have the kit.. but perfectly understand the dealer tried to pull a fast 1 as no paint sealant used on vehicle.

I will be looking for immense compensation or will hand the vehicle back, and place an order with another dealer. . for an FE given JLR have cancelled orders on their books. I'd name and shame the dealer but will hold out for now... I'm simply shocked.... and more I read and understand what's been missed off the FE compared to the launch spec is shocking.... no AdSR etc etc load space retainer... as is contract law of the UK: once an offer has been made and money exchanged as acceptance of said offer that is a legal contract and cannot be changed without both parties agreeing to it... it's a 65k vehicle.. that's been watered down somewhat by JLR from the spec agreed upon... compounded by ass hole dealers pulling fast ones. ..

Thoughts anyone?. . Best way to proceed in such situation? . anyone else had a bad experience?

 

[Waynem]

Wow you nearly run out of ink there :shock:
I can't fault my dealer hand over
But as for missing leading ads and missing features etc I'm with you

 

[The Gman]

I would take pictures of the vehicle and get a statement in writing from the detailed and inform the dealer that you need compensation within seven days or you will take them to small claims court, it's simple and if you can corroborate the information you gave above you should win, I would threaten the dealer that you will write to JLR's MD and request they have the dealership removed due abismal customer service that will besmirch there brand etc.....

I am astonished that any dealer would release a vehicle in that condition!

 

[Arianne]

That's a sorry experience you have had on a day that should be memorable for all of the right reasons, I feel for you. The immediate response is an emotional one but not necessarily the best to implement.

What would I do? Well, that dealer is clearly abysmal. I would definitely contact them, speaking to the most senior person I can, and explain calmly that I want the £499 refunded. I would be reluctant to let them take the car back as it seems as if their culture is shoddy and there's a good chance they will try to mislead you again just to get rid of you. I would also take it up with Jaguar UK if you remain dissatisfied with the dealer's response. The final, nuclear option, is to name and shame them on the Internet, like this forum. But that leverage only works best when it's a threat and not executed. Once used the only value is the promise to follow it up with more messages on the forums to explain how the dealer has responded afterwards and that's a bit weak. Oh, and if you are going to threaten that, then it's good to use the old 'mad uncle in the attic' routine suggesting that your partner is so livid that he/she will take the nuclear option unless you can calm them down because the dealer plays ball with you.

But more generally, do this quickly and move on - cutting your losses within a week or two lest it completely spoils your ownership experience for longer. In the grand scheme of things it ain't worth it. Make a note of what has been learned and get on with enjoying life and your amazing car, as annoying as that will sound right now.

One learning point is that most dealers try and pull a fast one on the paint protection packages. I think the sales folk on all on big bonuses to get these sold and under pressure to do so. Never select it, unless you can do a deal which results in money off somewhere else for agreeing to it. We bought our Audi TT and the sales guy was fabulous but he needed that paint protection package sold badly. So we agreed to the price because of the deal we negotiated on the rest of the purchase......... but we told him not to let the garage apply it because they tend to do it so badly. Instead we do our own detailing on all of our cars. If you ever face this situation again, decline the offer from the dealer, and use a specialist independent professional who comes recommended as they are so much better.

Once again, sorry to hear about this. I hope this post helps in some small way.

Arianne

 

[FPTrevor]

Sorry to hear about the shoddy way you have been treat sounds like a trick a second hand car dealer would do not a retailer of quality cars.
What i find annoying they are making top margins on these cars so why be greedy and steal of a client.

I would threaten them with you are going to create a site with the name of the dealer then stinks , then tell him every time someone search's for them on the internet your site will come up with will have details of your experience.

Works every time for me.

 

[luminated]

You should name and shame that dealer, thank heavens our dealer is top notch.

 

[Mbadger77]

That's pretty poor.
A London dealer I'd like to know if it's mine so I can take closer notice.

They should be sorting you out something on that. Get emails and pictures sorted if they don't do much then go to Jag direct and let us know who it is

 

[F-Pace3092]

Name and Shame!

Service will not improve for others if they think they can get away with it!

 

[AndyS]

Name and Shame!

Service will not improve for others if they think they can get away with it!

I agree....... By not naming then you are doing the rest of us buyers a dis-favour by not knowing who it is.

Have to say that my dealer is spot-on (despite the issues that I currently have with build/delivery date)

 

[FP761]

I put a mail to them this morning outlining my dissatisfaction... basically served them NOTICE and gave them 7days to resolve.

Let's see what happens.

 

[saddleback]

If they do resolve it and you keep the car take it to another dealer when it needs servicing, don' give them a chance to rip you off again

 

[pacmeoff]

The biggest lesson here for anyone paying for supaguard or whatever the latest name is just don't do it.

For that kind of money you can get a professional detailer to do the work and he/she will spend up to 8hrs preparing a new car.

Valeters at dealerships are paid very little money to apply product and normal spend a maximum of 90mins on each car. This is no where near enough time to do a proper job.

Ask for a full refund of the paint treatment and compensation for the inconvenience make sure you speak with the dealer principle or business manager. If no joy then speak with Jaguar customer services. I have a contact / email address if you need, they sorted my issue very promtly and I know they spoke directly to my dealer on two occasions.

 

[FP761]

Had a telephone call from the dealer post email complaint, and didn't even deny any of it. He obviously gave a well scripted speel about the battery etc and didn't even offer a defence on the pure guard and or for why the vehicle was so dirty in/out.

He wants me to take it back for his guys to valet and sort out. I have stated that I'll get another company to do that and pass the bill to them, he has made the comment that he can't authorise it but let me get quotes and he'll see what can be done.

All I know is he better sort it out and pay + compensation, within the 30day/1000mile buffer or he'll have an extra vehicle to taut.

 

[Guest]

Hello smash

Just seen your posts, this is a real shame . like you said you are spending a great deal of money
really hope it works out all ok for you .. keep us posted on how you get on

regards

 

[FP761]

After a week of hit and misses with the dealer, I finally go to speak to the head honcho the sales director for the dealership.. in laymans terms told him I want the valet and paint sealant sorted out and a gesture of compensation.,.. they offered me a jag watch and to redo the paint sealant and valet at their closest (to me) dealership... which I didn't agree to, as this would be the 2nd time they've had the chance to do what I have already paid for (pureguard application).. I did mention to them that if I did agree to have them redoing the paint sealant etc then I'd want the 5 yr service package thrown in as the gesture... I did say I wanted wither snow tyres, an accessory or something significant.. I wouldn't mind the jag watch (quite partial to such) but let's see what they come back with, as nothing is set in stone

What's peoples thoughts on this..

 

[FP761]

Dealer came back and offered a Jag Watch and to cover the cost of detailing of a third party (£550) + tank of fuel, or, 5yr service plan + have his guys detail the car this time correctly/in out and apply purguard + tank of fuel.

Thoughts anyone?

Saw an article online about an SVO Fpace. .. so it'll be upto 3yrs in the waiting... if it ever does mature... so won't have the vehicle that long to warrant a massive service plan... I am partial to a good watch... but at the same time I need and would like the car detailed professionally correctly done. .. thoughts peep???

 

[82TLT]

I only wear Omega, so I'd accept the service plan and allow his chaps to detail/valet the car - at least you can keep the work all under one 'umbrella', which might be advisable in case your chosen subcontractor doesn't deliver to your exacting standards (basically you'd have further recourse with the supplying dealer).

 

[Russell]

Exactly the same issue with my car, in fact worse, they managed to scratch most of the black pack external surfaces! The body wasn't to great either, fine surface scratches along the sides. I didn't really notice when I collected the car but I had planned to have the vehicle bodywork treated with a process called Ceramic lite.

The following morning I took the car to my car detailer and I was horrified when he pointed out all the fine surface scratches. He reckons that this was caused by the car cleaner rubbing a dry cloth over the car. He took a video and I forwarded it to my dealer, they agreed to cover the cost of removing the surface scratches.

In my humble opinion if they were capable of creating this mess in the first instance, I was not going to give them a second chance. Yes I am fussy and I am sure that 95% of customers would not even notice, let alone complain. So being Mr Fussy I had my trusted valet / detailer carry out the work.

The following morning I collected the car and Dean, said to me, "this is how you deliver a new car"

 

[FP761]

Russell sorry to hear of your situation... it's a pickle....

Glad you sorted it out anyway.

My uncertainty is having the dealer to it again... a 2nd chance to p me off.... maybe they'll learn from the 1st mistake and do a better job this time... it's all too confusing...

The offer of a 5yr sevice is good... but it's the paint work I wanted sealed and had paid for... but to trust them again... It's killing me...

folk out for a service plan myself. . Im gona need 1 anyway... and put the dealers money to a good detailer... seems wise..

Still not sure what to do for the best...

 

[Russell]

Can you purchase the 5 year service option after delivery?