I was going to post this as an update to my previous thread here: https://www.jaguarforums.com/forum/f...-issue-239828/ ... but decided this was worth a new thread as a review of Jaguar customer service.

To recap, my 2016 FType base (with about 23,000 miles) suffered a gasket that leaked oil onto the alternator, shorting it out and requiring the gasket be re-sealed and the alternator replaced. This occurred about 60 days after my 5-year warranty expired (during which time this entire thing would have been covered free of charge to me). The cost of this repair came to about $4,000, and during the repair process, the local dealer's service tech told me it's an issue they see on these cars half a dozen times a month (not sure if that's just FType or all JLR).

I called Jaguar to see if they could help defray some of the cost, given that I was just barely out of warranty and this was a manufacturing defect, not a wearable part or anything that better maintenance could have prevented. After a month or so of discussion, Jaguar has agreed to pay 50% of the cost of the repair, viewing that as a courtesy to me.

Overall, I would rate Jaguar's customer service on this issue 3 stars out of 5. My thought being that they could have told me to F- off, that I'm out of warranty and on my own to pay for this. That would have been 0 stars. But they also could have acknowledged that this was a manufacturer's defect and nothing I could have prevented, that this is a common occurrence (as per my dealer) ,and given how close to warranty it occurred (likely started before I was off warranty), they would extend me the courtesy of paying for the entire thing. That would have been the 5 star response.

So to anyone who already has a Jaguar or is considering buying one, keep this in mind. JLR customer service isn't awful, and I'm glad they paid for at least part of this, but they certainly didn't go above and beyond either.

 

My car was in warranty when I had the same problem.
There have been similar instances with other owners.
Seems like a design fault.
Just wondering if it will happen again.

 

I don't think this is a bad result, but could have been a bit better, but I suspect it is about par for the course with all car makers. Of course one can normally take out a warranty extension, and this would normally be offered a couple of months before the warranty runs out. Was it ? At the moment I am cogitating on a Jaguar offer that is still essentially an insurance offer, and a third party insurance-based warranty that better fits my needs and is cheaper.

 

I had the same result on my drivers side door handle, Jag paid for parts I paid labor, came to about 50/50. The service manager got it for me, I was well into year 5 on the 4 year warranty. I was given the impression that there are "VIP" programs but it appears it comes from dealer request.

 

My experiences have been very good with Paramus JLR. Today I’m bringing my car in for passenger side carpet replacement for the known problem of carpet not fitting correctly under center console under warranty. Jaguar corporate also reimbursed me for a broken dynamic suspension part that was broken over a year ago when Glen Cove sent my car back to me by flatbed after replacing pinion gear seal under warranty. The driver used hooks to secure jag on flatbed and broke the dynamic suspension part. My Paramus service representative AJ confirmed that the part was damaged in a unusual way and I supplied Jaguar corporate with all pertinent information. They sent me $361 that covered my cost for repair. When I purchased my CPO jag my16 s coupe in August 2019 Glen Cove replaced the rear tires, rotors and pads and flushed brake fluid. They subsequently replaced the battery under warranty when a faulty go loud button was defective and drained the battery. My extended warranty expires end of January 2023. Knowing what I know now I would have had them align my bonnet, they wouldn’t do it under warranty but no matter I did it myself. Jaguar Paramus has always been very attentive to my requests as my new car warranty will expire this month, so I requested many examinations with my car, better to discover problems now. I’ll follow up after carpet replacement and let you all know how it looks. Thanks to this forum because I would not have looked for the carpet issue. This is a great forum with very knowledgeable persons answering forum members questions with information and wit. I check it every day. Thanks to all.
Frank

 

A quick update: brought jag in 1/12 at 11am for carpet replacement, 5:30pm AJ called and said carpet is installed. I wanted them to check all coolant lines and AJ said he would pressure test the the system. I picked up the jag today at 2 pm and the carpet installation was perfect, definitely a noticeable improvement. Coolant system held steady at 19lbs. All good!
Frank

 

And that is good (but not unexpected) news. Thanks for giving us the update. I have to say that I have had (over decades) exemplary service from my Jaguar dealer.