Jaguar Customer Service And Select Edition Is A Terrible Disgrace

Im so upset to the point of actually giving my S-Type R back to the Jaguar Dealer. We went to 2 different dealers, paid close to $400 in diagnostic charges, and they still give me the same BS about the Hids are not covered under select. The BS they promote on autotrader is outright fraud and very deceptive from the consumer point of view.  I contacted Jag 800 number to file a case and complain. It has been 5 days and no return phone calls from Jags 800 number regarding my case. The turnaround time is suppose to be 24 hrs. Im upset bc I can only drive the car in the daytime, and I cant take it out to the club bc the hid headlights are pointing to the ground and you cant see the road at night. This is rediculous. I have contacted the BBB, Consumer Reports, and Consumer Affairs about Jaguar practices.

This will be the last Jaguar I will ever buy. This is pathetic.

 
 
Guys, please be careful..... Sounds all to familair to me!
Please be wary about encouraging this again by replying!
 
Jim

you just got to find a service advisor who is willing to help you... it's what he writes in his emails.. that he sends to jag for select coverage.. my advisor usually makes up a story .. to get almost everything covered.. HID 's , ball joints ..  he always get's HID pieces covered except for x type modules..

Well heres the deal. I complained to the GM today since I only had the car for over a week. They have a policy 30day exchange or deduct. I explained my situation and told them they can take the car back and give me my money. He said they can do that but they have to subtract $2500 of the original purchase price to restock the car back on inventory. So he is giving me 5 days to decide. What you guys think ? They not fixing my HIDs.

As I have said before, I have no problem with my headlights but I do agree that the dealers seem to make up the rules as they go and it really sucks to have to "Find the right dealer" I bought my car at a dealer 3 miles from my house and I have to take it 30 miles away to get decent service without getting ripped off or scammed. The unfortunate problem now is that if anybody claims to be having trouble with their HID's they get ganged up on buy everybody and it just becomes a putdown session because one a$$hole "BENZ" was such whinner!!
I'm going to use my better judgment and say that I think that this guy may...may be legit. It looks as if this car was actually bought from a Jag. dealer and not wholesale or from benz.
I may be dead wrong but in my opinion maybe we should listen this time. Maybe one of you techs that instst that the HID's are covered might be able to find out what the real problem and why he is having trouble getting covered at several different dealers. Then again maybe the whole story is not being told.

Pm me the last six of the vin. I will look at the car.
If they are goingto deduct $2500 to take car back you are better off paying the money to fix headlights and keep the sweet ride.

You only issue is that you are having to "deal with the stealergyp" er....dealership.  The only good dealer is no dealer at all.  Things will likely get better once you have an independant mechanic in place that you trust more than a dealer.  In the 70's I had Fiats & Triumphs.  Had FITS as long as a dealer was in the picture.  Taught myself to do many repairs and found a good independant mechanic and like magic, those cars became reliable and inexpensive to operate.  Sadly though, crappy dealer customer service likely ran Fiat out of the country and Triumph out of business.  I have had Saabs & Volvos since 1991 and I see similar issues with those dealers.  I am still to new to Jag to know their schtick, but based on my experience, the same scenario is likely.  Good luck, and remember, never judge a car by it's dealer(s), they are often borderline criminals in suits.   Jeff

Wow!
Baed on that last post, being that I do work for a dealer, perhaps I or the other techs on here shouldnt answer the questions people ask or give advice unless you first send a diagnostic fee by way of paypal?
Not everyone is a crook and this line of thought has been addressed numerous times in other threads. So before you start hijacking a thread to vent your frustrations about dealerships, look through the posts and put it in the appropriate place. If you have something constructive to say that may help the guy put it up, otherwise vent in the thread entitled stealer so I don't have to read it.
Alot of free advice is given here, which most people appreciate and I understand many have issues with the dealer, but working there is how i make a living. Please don't keep disrespecting me or the other techs that come here. It is getting old.

 
 
 

quote:

ORIGINAL: FactoryJaguarTech
Wow!
Baed on that last post, being that I do work for a dealer, perhaps I or the other techs on here shouldnt answer the questions people ask or give advice unless you first send a diagnostic fee by way of paypal?
Not everyone is a crook and this line of thought has been addressed numerous times in other threads. So before you start hijacking a thread to vent your frustrations about dealerships, look through the posts and put it in the appropriate place. If you have something constructive to say that may help the guy put it up, otherwise vent in the thread entitled stealer so I don't have to read it.
Alot of free advice is given here, which most people appreciate and I understand many have issues with the dealer, but working there is how i make a living. Please don't keep disrespecting me or the other techs that come here. It is getting old.

 
I'll second that motion!
There's been some fantastic advice given and results achieved by members and more recently techs on this site.
I also understand that it can be frustrating at times going through the dealer, but not always.
 
I know if I was a Jah Tech seeing those posts I'd probably take it personally as well
 
Jim

It should be noted that these comments are not directed at the techs. We as customers deal only with the Service managers and service writers. These are the people that give us the info. that we feel is wrong and tell us that certain things are not covered. There is no question that the techs on this forum have been and will continue to be a great help. 

Either way Im in a bad situation for the simple fact I will lose $2500 on a restocking fee or I will have to pay $2800 to get the headlights fixed at the dealership. Now I see how Select Edition works on claims and charges huge diagnostic fees time you bring the car in, it may be in my best intrest to turn the car in and lose the $2500. Just say i have another problem Select may give me the same BS about the part isnt covered then I will be out of more money. Whats your take ?

Did you buy the car for a Jaguar dealer?

Yes I did

3rd that motion... garages are struggling to fix jags right now.. they will never be able to fix future cars..     and ebay and sometimes i sell headlamp assemblies for a really good price..

The first sentence of your reply epitomizes everything MOST hate about dealers.  Get over it and try to fix it, like you apparently are with your free advice.  I give it out every day in my field as well.  It's called P.R.
If I were you, I think I would only take my post as disrespect if YOU are in charge of what happens to customers when they ask for help or if you are a failed tech who could learn from someone as technically weak as myself. If that is your bag, you should be furious.  AT YOURSELF!
If general dealer customer service failure is public perception, and it is, then you honest folks NEED to be goodwill ambassadors for the dealerships you work for.  Lashing out at folks who may buy your product is a pretty ridiculous way of dealing with this.  Also a bad way of dealing with building your forum.  If the people I worked for treated MY customers the way most dealers do, I would be picking a fistfight with the powers that be on a daily basis.  Customer service is nearly dead in this country as it is.  And while I appreciate your threads and your advice in these forums, (albeit I am new to the Jag world and these forums), you have no need to take it personally unless you are part of the problem.  I have learned enough through repair manuals, trial and error and "shade tree repair" over the years to know when I am being raked over the coals.  I don't make this stuff up!
 My goal was not to honk anyone off.  If you had seen what I have over the years, I am pretty certain, based on your post, that you would in no way be as generous to dealers as I have been.  I know there are good ones out there, I just haven't seen many.  All you can discuss in your forums is information you have experienced, not what you have wished for or imagined. Unless this scab is picked further, I will have nothing else to say about dealers, but if someone asks, until my perception is changed, I will have no reason to send them to their local dealer. 
Thank you for your service to your dealership.  

I am gonna agree with pookster208 last post. But I completely understand the post from Jagtech also. The thing is everybody's perception about certain things are based on there personel experience. No matter how you take it, it always boils down to the stuff its related to no matter it effects directly or not. Like here, If you have a bad experience with dealers on something, it always make you feel bad baout the car nomatter if its directly related or not.
 
Pookster mentioned this in a very straight and abrupt way, that dont make decisions about your cars based on your experience with the dealers or mehcanics.
 
I think nobody should take anything personal here, until its directly pointed toward them. I never bother replying Benz, cause I know its his personal perception based on his own experience about a certain car, whcih dont make my Jag or any Jag bad. Infact I its something to do with him getting that car that cheap.
 
I might be saying the same stuff as jagman If I had a bad experience with the dealer I went to. Infact there's another member on this same forum who had a pretty tough experience with exactly the same dealer who replaced everything on my vehicle for free without a single $ in fees (including HID)
 
So its all about personel experience.

Well Im in a tough delimma right now. I think I will give my car back to the dealer and get ht with the $2500 restock dealer inventory fee, rather then paying $2800 for hids. I really like the car but since Jaguar isnt covering my hid problem under Select I will give the car back to my dealership.  If I did keep the car why should I deal with paying a diagnostic fee each time I go into the dealer for future problems may arise, and then they tell me select wont cover it it would cost a couple thousands to fix ? Its a win-lose situation. So rather than fighting back with the select warranty company its best to return my car and lose the $2500 on restock inventory fee the GM states. I will not be getting another Jag but am considering a used cpo bmw m3 coupe. I cannot deal with poor customer service and bad warranty coverage that will leave the consumer shelling out lots of money bc coverage was denied. You guys have been a great help. Any imput would be helpful and informative guys.  Thanks

Well first of all, I asked you to PM the last six of your VIN so I could make an attempt at helping you. Again that was ignored. Send it to me and I will see what I can find for you.

Pookster. I apologize for going off a little in response to your earlier post. No hard feelings I hope.
 I try to help people here the best I can because they can't all bring their cars to me, and when people rant the way you did, it shows that no matter how many people are helped, it is all for nil.
Maybe when you need advice on something going on with your own vehicle, I will be there to answer the question, and maybe you will see that I am not such a bad guy.

quote:

ORIGINAL: FactoryJaguarTech
and maybe you will see that I am not such a bad guy.

 
I can stand for that.

    Factory Jaguar Tech, I NEVER hold a grudge to individuals, I say it and it's done.     Businesses are a cow of a different color.  Change within a poorly run business can be expensive and time consuming and I don't have the time or money for either.     
    What you do it NOT all for nil.  If you are as you say, I am certain people remember every assistance you give them.  As I have said, I know there are good techs and good dealerships.  There is a Saab dealer in my area that absolutely rocks.  When I asked their manager what was wrong with them, he laughed and stated that he gets that a lot from folks shocked at the customer service they give.  I told him I had to admit that I was too.  Believe me, if you treat me right you are my best friend when it comes to telling others and bragging about you.  But if you don't.....  
    I have the disease of saying what I believe and it doesn't always win me friends, but at least you always know where you stand with me.  I hope I can offer other shade treers some tricks I have picked up over the years as well.  No, no hard feelings absolutely.  I am just a computer geek who also loves to play with cars.  Nothing really special here. 
God Bless...

I'm trying to figure out why if this car was bought from a jag. dealer and the lights didn't work even though he didn't notice until he actually needed the headlights that SE even comes into play. They did not work when they sold him the car! So they will take his 2500.00 "restocking fee" and fix the headlights at his expense and he won't even get to keep the car. Is that about right? The other problem is that if they ever do agree to fix your lights you will never get those diag. fees that you paid back.
That's a pretty crappy way to introduce new people to the Jaguar brand.
 I know when I bought my car and brought it home I found a coolant leak and when I brought it in to have it fixed they said that one leak was covered but said that there were 2 other laeks that weren't. When telling them that they were leaking when I bought the car 2 days earlier they tried to tell me that it must have happened on my way home from the dealer. How's that ! Luckily the sales dept. aggreed to pay for it but not before arguing with service. I had to bring the car in 5 more times for the same leaks and after insisting that they pressure tested for leaks there it was again. I will also tell you that I never had this kind of dealer trouble with my other 2 Jags.

Well the whole deal seems a little off to me.
Personally I would argue the point that it is a safety item and they sold car with safety item not working,
then maybe say you are going to call the local news about it. Business is slow as it is. They don't want bad publicity.
Again though, no Vin, no help. I am trying.

I have owned many cars, Mercedes, BMW and now a STYPE 4.0. What do you think repairs or mods on a BMW or Mercedes will cost you. Everytime I went in for service for a tuneup or repair the bill was $350.00 and up.The reason a lot of places charge a diagnostic fee is at one time many people would bring thier cars in have the dealer tell them what is wrong and the cost of repair then the person would say don't touch it and pick the car up buy parts from an auto store and do the repairs themselves. If your a Lawyer or Doctor could you stay in bussiness and give out free advice all day, I think not. These cars are expensive to maintain. I buy my cars used, but, I check them out, I don,t take the dealers word for it. When I buy I always go in the evening on rainy days, this way you will know everything about the car. Lights, wipers, defogger, heat/ac, leaks, battery(do the lights flicker when you turn on an accessory). Don't just blast the stereo and think "man what a great sound system". Other than that purchase a Chevy or Ford if you want to save money on tuneup and repair and part costs.
Have a nice day
PS treat the sevice personnel decent and you usually get it back.