As a few may recall, I rejected my brand new 2015 V8S Conv as the paintwork and body (metal) finish was very poor. I'm most probably the first person to have done this, and hopefully (lessons learnt) the last!
With the retailer's support, I have a 2016 V8R coming as a replacement. I will stick with the brand as I have confidence that they 'can' make good vehicles.

Financially, it makes little/no sense; JLR has had to pay out a great deal - something that could have been alleviated had there been anyone with an ounce of customer relations available in HQ at the outset.

...to do so means that you would require experienced and knowledgable customer service staff....Jaguar UK don't in my opinion. They don't know how to deal with people, and as such they purvey themselves as uninterested an unprofessional. I guess they just make vehicles, the retailer does all the people work.

On the flip side, my retailer and staff has been first class. Both the salesman and the Principal are 'old school', and know how to 'work' with people.

Could it be that with the onslaught of the XE, F-Pace and all the new variants coming, that existing customers just have to take a back seat??

My impression that in the US of A, customer service was amazing, mind you, I have never bought a car on my trips over there, just eaten!

 

Jaguar Corporate is not responsible for the dealerships around the country. Dealerships are independent businesses and not under the corporate "thumb".
What any dealer does or not do with customers are entirely up to that dealership.
I had a less than miserable experience on returning the leased S-Type a couple of years ago and I contacted a forum member corporate guy to complain about the incident. He essentially told me what I just stated about the independence of dealerships from corporate. He could not help me on a corporate level. That info left me very disappointed and my wife still doesn't like Jags just from that very nasty incident.

 

I think Jaguar in the USA has a long way to go in terms of creating a truly positive premium experience. Quite honestly I think Jaguar US needs a significant overhaul at the corporate level. The LR side of the house gets it right (based on my Range Rover experience) and their sales are through the roof. Jaguar doesn't, and their U.S. sales are in the crapper...

 

I'm still getting no where with the Jaguar Customer Service people. Its been over 72 hours (Friday morning) since I requested a manager call me and I've heard nothing. The latest I've heard from my call to them this morning was a diligent refusal to check into my car with a woman saying "call your dealer, they can help you more quickly than we cant". Obviously I wouldn't be calling if I didn't already do that.

Useless customer service, I just want someone to find my damn car! I'll buy from someone else next time...

 

I got a nice box of Godiva chocolates in the mail as a thank you from Lyle Pearson Group in Idaho when I bought my F-Type there. Also, I bought the car online, mostly by text messages, and it went perfectly.

 

Sometimes I see posts and read things that look a little like people confuse the dealers with Jaguar Corporate?
I know that's not always the case, but often refusal to do much, to help, assist, repair or otherwise at dealership level isn't ALWAYS down to Jaguar, in fact, very rarely so I'd guess.

My experience with Audi for example was that Audi Corporate were actually ok, but the dealer was stellar in terms of people skills, service, sales and parts
Although I had my issues with my A6 I still love the brand mostly due to the superior experiences at dealership level.

Sometimes I wonder if Jaguar actually know just how many people, in many dealerships across the country are harming their brand?

 

Jim,

While I have no personal dissatisfacton, given the absence of any problems needing attention, I have the opposite impression from the majority of accounts I read here. With a few exceptions, it's the dealers trying hard to keep people satisfied and Jaguar Corporate not providing much, if any, support.

 

Hi Foosh,
ok so looks like we have differing viewpoints, fair enough.


In all honesty though, after 9 years on this forum I've seen thousands of negative posts about dealers ( so many dealers nationwide, with the exception of only a few here n there ) more so than negativity towards Jaguar.


I was speaking with the UK Jaguar CRC today as it happens, we're actively trying to get a dedicated CRC rep for the US / Canada, so that as a company they're actually exposed to much more feedback.
It can only be good for all concerned


Here's hoping...

 

I think we all want the same thing, Jim, and it would be great to see Jaguar US reps active on the forum. With that said, I agree with Foosh that the challenge in the US is less about the dealers and more about interactions with Jaguar Corporate. My own experience with them was spectacularly poor!

 

Thanks swajames - agreed, we all want the same thing.
Please believe me I am talking with Jaguar and their advertising partner in the US and have asked about this several times now. They seem to be coming around to our way of thinking, but it's a slow process.

Ideally, I'd love to have a Jaguar CRC rep for the US / Canada who uses the forum daily, helps, listens and interacts with members, as Ryan does on the UK side.
Ryan is asked many times for help outwith his remit ( ie- by non UK members ) and does his best to deal with and or pass on as required. I guess he doesn't want to say it, but it really isn't his job description.
Anyways, still pressing for a US rep, so we'll see.

I'd also love to create a "Jaguar experience" and or "dealership experience" thread asking for members comments.
These would be viewed by Jaguar, hopefully listening and trying to improve...it would benefit everyone.

I hasten to add though - I'd look for honest answers, good and bad, written clearly and thoughtfully with any positives and negatives as may have been experienced.
However - any name calling, rants etc would not be tolerated, removed and any members cautioned / banned. There is a big difference between telling it like it is truthfully and, going off on a rant.

That's my plans / hopes etc.....we'll see
Still working on it

 

I agree completely. My dealer; Jaguar of Troy, has been more than helpful trying to get me necessary information and locate the vehicle. I'm not easy to deal with and they've handled me well. Jaguar Corporate however, has been completely useless and don't seem to care about helping me out. I'm very disappointed with Jaguar, this being my first experience.

 

I appreciate your efforts, Jim.

 

Stohlen, as advised via pm, try contacting Ryan@Jaguar through the pm system.....DO NOT use the above to email him as it won't get through.
Hope he can help

Thanks Foosh, no guarantees but can only advise and ask the questions and hope for the best.

 

I've been hearing that for months. How long does it actually take to hire someone for that job?

 

Jim,

I think you have it ar$e about face Certainly for the UK, the Dealers/retailer's feedback that I read, is first class generally. Whilst Jaguar UK come across as very unprofessional IMO. It would appear that we deal with Social Media staff as opposed to people with actual customer relation experience.

I'm spanking new to this brand, and it's been one hell of an eye opener, I must say.

Bizarrely I 'love' the brand because I 'love' the end product, however I feel a bad taste is left in one's mouth.

If it wan't for the dealer, I'd be long gone by now...

 

Lhoboy - If you read or perhaps re read my post, I actually said I have been speaking with them about this, asking for them to consider it, having discussions etc etc

I don't think at any point I actually said they've agreed and are looking to hire?

Red tape and bureaucracy take much longer to cut through I'm afraid.
When speaking to my contact, I'm sure he has his superiors and they have theirs, they have of course meetings to attend to discuss the last meeting and the way forward.....lol

Sorry for the above, bit it is the way of large corporations I'm afraid.

 

Sorry I misunderstood. I thought from past threads, that the discussion with Jag had gone beyond wishful thinking. Best of luck and thank you for your efforts.

 

I'll give a very contrary example to illustrate that Jaguar (dealers and corporate) do "get it right" sometimes.

In addition to my F-type, I also have a '10 XF premium with the N/A 5.0. Back in February the car went to the service department because of a "restricted performance" message. To make a long story as short as possible, mine was one of the first 5.0 motors to go in the XF, and used a first generation mechanism to control the VVT. That mechanism failed, and the dealer found only one other mechanism in existence in North America to replace it, only to discover that that mechanism was also defective. They ended up replacing a significant part of the valve train to "upgrade" my motor to the newer design VVT mechanism, all under warranty. They had my car in the shop for nearly a month, and kept me fully informed along the way. About a week after getting my car back, the dealer called me up to say that they had asked Jaguar corporate for, and received approval to make my car payment for that month to compensate me for the length of time I was without it. Mind you, I had a loaner XF for the entire time. They did this without me asking, as a gesture of "good will".

So to me, that indicates that Jaguar corporate can certainly get it right, when prompted by a good dealer. I suspect that the lesser quality dealers out there simply use corporate as an easy scapegoat to cover for their lack of effort or desire to help. I'm not suggesting that corporate is totally helpful if you work with them directly, as some here have done. They do probably need to improve that. However it seems obvious to me that Jaguar USA would prefer that their dealers be the ambassadors to their customers, and will do the right thing when prompted. This is not a bad model, and is what makes the German brands so successful. Few of their customers bother with corporate because their dealers take care of them. Now if Jaguar could do something to ensure that the dealer experience is consistent, that would go a long way.

 

While I have yet to take possession of my Jag, so far my DEALER experience has been nothing but extremely pleasurable. Perhaps it's because Jaguar is the least expensive brand they sell... McLaren, Rolls, Bentley, Bugatti, Maserati... I actually felt a little inadequate when I initially walked into the dealer, but from the moment I spoke to someone I have felt like a very valued customer, and all my questions and concerns have been quickly answered. I am hoping the after the sale service is as good as pre-sale. I have honestly never had such a positive experience at a car dealer...

 

I'll chime in to add that my dealer has been just excellent.. sales and service both and this is my third Jaguar.

No issues with any of them except that I made an error in assumption when I ordered the FtypeR thinking that I would get the patch/inflation kit when I ordered the spare.. my mistake, yet when I wrote to Jaguar Canada to mention that it would be a good idea to offer both together, they stepped up and sent me one through the dealer.. not asked for or expected.

Unfortunate that some of the dealers in North America do not seem up to the task.

Lawrence.