So I know, covid, and all that, but I've had a full dashboard facia on order from Jaguar Orlando since July, and they keep just telling me it's 'still backordered'. They claim the issue has been escalated, but always in somewhat vague terms that may or may not be factual. Is there any truth to some sort of escalation path for something like this, and is there anything I can do to light some fires? I've been holding off a couple other warranty issues because the dealer's almost an hour from me and it's a bit of a hassle to make it out there separately for each issue, but the warranty on my '16 R won't be around much longer and I'm starting to get itchy.

 

I had to replace the rear metal panel on the passenger side. It look 5 months. I would check in every week and it was the same story, "still backordered". My mistake was leaving my car with the shop while they waited. If you don't have to, I would just check on the order but I don't have any recommendations on how to make it faster.

 

Perhaps, call Jaguar Customer Service?

 

Is there a separate number for that? I've just been calling the dealer directly.

 

Google provided this number for Jaguar North America:

201-818-8500


In case you want to put your frustration in writing, here's the address:

100 Jaguar Land Rover Way, Mahwah, NJ 07495

 

There was condensation inside my center brake light, so the dealer ordered it for warranty replacement. I think it was two months or so, but the supply chain now is certainly affected by COVID so I really don't know what to expect in your case. It's a big piece and probably not commonly replaced. Good luck.

 

my service also done at Jaguar orlando, normally very timely. Had to have a piece of carpet replaced under warranty, took 4 months to come in. Derek in service very good, but covid stalled the shipment from supplier

 

Unfortunately my experiences with the service department and the advisor they've assigned me have both been less than positive. They curbed one of my carbon blade wheels and tore a chunk out of the sidewall on their lift, then tried to say it wasn't them (their lift left some pretty distinct paint on the rim, and also it wasn't like that when I dropped it off ). Ended up having to demand escalation to management before they even talked about the possibility of repairing it. Then had to fight over them replacing the tire (they said the damage they caused was "only cosmetic" - it wasn't, but even then, as if that matters for some reason), and they refused to replace the tires as a set after all that. So I had to fork up the extra $400 for tire/mount/balance on the other front wheel, which still had 50% tread on it. They also kept the car for an extra week because their tech replaced the wrong door speaker (complaint was right front, he ordered and replaced left front) and sent it out as fixed even though it was impossible to turn the stereo on without hearing the rattling noise. Every service experience I've had with my cheap Ford Fusion daily driver has been better than any one service experience I've had at Jaguar Orlando. I've now been dealing with them since July still just to resolve the first batch of issues from the first ever time I ever brought it in to them. It baffles me, honestly.

They're building a JLR dealer in Lakeland, which would be much closer to me. It can't get finished soon enough.

 

Backorder is backorder. Nothing can really be done if COVID is keeping Jag suppliers from making the panel. I know it sucks but thats the nature of parts coming from all over the world and then going to the UK and then to the US. I've waited 6 weeks for a front diff during COVID. No fun.

 

So pretty much all facia's, harnesses, seats etc... are made to order in the U.K. under normal circumstances it would take roughly 30-60 days for an order like that to be fulfilled from JLR. Covid and the whole Brexit ordeal have made a ton of complications for JLR supply chains and logistics. As far as a part escalation it is a real thing in the JLR world known as a "ZBR" or "Critical". Essentially the dealer has to set the part up as a "VOR" or essentially an overnight shipment which charges the dealer 10% of the cost of the part. At that point the dealer can Submit the ZBR to JLR and they normally get updates from the U.K in regards to the particular part. In this type of event I always stay transparent with the customer and let them know what the process is and what to expect for JLR. I almost always give the customer the phone number the JLR CRC (customer relationship center) 1 (800) 346-3493, to light fires or request some form of reimbursement in most cases they will at least send coupons or a form of gift certificate. I hope this brings some clarity to the situation.

 

Parts are currently a big problem for JLR to get hold off, supply chain is mostly from the EU and China , Due to covid and the well know problem of Electrical chips etc and production from jaguar currently shut down due to this mix of problems . yes you will wait a while yet

 

Had my Passenger side headlight unit replaced due to a piece of wire harness tape coming off and stuck itself right in front of the lower LED light. Don't know how it managed to do that. At least it wasn't a functional problem and I could still drive the car while waiting. Just ugly if you got up close and looked inside.

Anyways Headlight ordered around July 12th finally arrived at dealership end of last week August 19th/20th. They called me Friday August 20th to say it was finally in to set up appointment to change it. Service writer got me in, Tuesday August 24th.

 

My car has been in the shop for almost 2 months for some body work (ran over a big dead deer) and the shop has been telling me they're having a hard time getting parts. I honestly thought he was just giving me excuses but glad this thread was resurrected. THE STRUGGLE IS REAL!

In addition to the body work repair, I'm having a P7 grill, illuminated door sills and a the factory fixed spoiler installed and getting my murdered out car debadged. What I thought was going to take 3 weeks has turned into the longest 8 weeks of my life.