Not sure which part of this forum is about Jaguar Australia Customer Relationship Centre but I just need to rant. It has taken me a month to correct my address in their system, which all stemmed from the first correspondence I received from them a month ago. And most recently I received another correspondence with an incorrect address (Side note: Australia Post has done a great job 're-diverting' the mail to my correct address). The customer email account was never replied to and I had to call to get a response. When they verified my contact number, it was wrong as well!!! I participated in the customer experience survey a month ago and provided a 'no holds barred' feedback on their dealership. Still waiting for someone to call me to talk about it!! Apparently I am a corporate member due to my employer and I received nothing in writing (My previous car Audi Corporate actually sent me some welcome pack in the mail not long after I purchased their A4). Given that my car is under 3 year warranty, it is going to be an excruciatingly painful 3 years for me to deal with those people. Grrr...

 

Strayla buddy, we dont do Customer Service.

We do nice looking facades backed by fractured processes supported by outsourced staff who dont care about anything but pushing through transactions.

 

Not confined to the car industry either, as we all know! First mistake is to expect that the promise of a return or follow-up call will actually happen. Customer Service / Relationship "Centres" on the end of a phone or the internet are designed to create the perception that someone gives a stuff. In reality, they are tiny operations charged with the responsibility of deflecting all responsibility out the nearest window. One day, when all the businesses are finally gone, someone might wake up to what it is that creates customer loyalty, and industry will be reborn (I'm an optimist)

 

One can only hope one day this will happen. What a depressing world.

 

I've worked in this field for many years, and the problem is one of delinquent corporate culture - i.e. too many being focused on profit rather than customer satisfaction. Never ceases to amaze me how organisations think the former can be optimized without the latter! Switched on small businesses (therefore, not all small businesses) are where the customer service experience is. It's why many of us retain a favourite Jag specialist rather than entrusting much to a main dealer.

All that aside, the XE is one smart looking machine - can you give us a bit of feedback / first impressions as a new owner?

 

Glad to know I am not the only one feeling disillusioned with the way customer service is being provided nowadays. And I didn't know there's such thing as a Jaguar specialist. I was hoping to find one from their Customer Relationship Centre and you know how that went based on my post on this forum - if you know of a reliable specialist, please do let me know

The XE is great - smooth and quiet. Looks great on the outside but I feel that the front grille doesn't necessarily scream Jaguar at first sight. Only a car enthusiast would recognise that tiny red Jaguar logo on the front grille. It is still a very new model in Australia and I hardly see any other XE or XF on the road. And because it is so new, the Jaguar people may not know everything about the features of the car. One classic example is not everyone knows that you cannot reply to sms messages via bluetooth.

 

I imagine the Jaguar CRC is only likely to refer you to dealers.

There are several well regarded Jag service specialists around Melbourne such as Jagdaim (Moorabbin), Caulfield Jaguar, Downshire Motors (Malvern), Graham Ratcliff's (Ringwood) to name a few, and they've all been around for years. The only one I can endorse personally is Ratcliff's, only because I've used them for some years and received great personalised service, otherwise I have no affiliation with them. Many forum members have a personal favourite, so if you let us know roughly what area you're in others may offer some suggestions based on their experiences. Not sure how up to date anyone is with the XE yet, but most of these outfits would be on the ball with later models. For example I've seen XF's, F-Types and a current XJ at Ratcliff's. Might be worth starting a new thread if you want to solicit more suggestions.

 

Thanks Jagent. Great suggestions for the specialists but I think I may not be able to get them to repair anything until my warranty ends. But this forum is really a good source of knowledge for all things Jaguar. I learned a lot from here so thanks!

And I have got a call (finally) from someone purported to be a Senior Customer Relationship Executive in Australia. He called me after I had lodged a complaint via the Jaguar UK website. It is amazing that it has taken almost a month and intervention from United Kingdom for me to speak to someone in charge. I just told him how I felt. Apology accepted by me but of course it has left a bad taste in my mouth.

At the risk of sounding like a pathetic whinger, to those who are not getting the service they deserve from Jaguar Australia, I recommend you don't give up and go to the UK website. They have a Global Customer Inquiries section for complaints. I think basic service from a knowledgeable human being should be expected by Jaguar owners.

 

Just edited my last post to spell Ratcliff's correctly! After all these years you'd think I'd have it right by now

 

Hello,
I am the owner of a MY20 I-Pace (purchased 2021 as demo), and only just discovering the circus that is Jaguar Australia CRC. Does anyone know if this is outsourced, or are the case managers direct employees of Jaguar Land Rover?
Thanks,
Linda

 

🤦🏽🤦🏽🤦🏽

 

I always relied on specialists as I know nothing about the proper maintenance of my cars. I was lucky the first time as I found a good specialist in the dealership. As I move a lot, my first task is to find a specialist in the new town. they are passionate, knowledgeable and gives you a heads-up on what may need attention in the near or far future.

I drive an 01 S Type and it screams Jag. Grill, leaper, engine sound, engine starting sound (1 ltr gulped everytime I start her up, oh sorry that is my XJ40).