Hello Guys,
Here's my situation,
I have a 2017 Jaguar F-Type R coupe with approx 13000 on the clock. It was purchased new from a Jaguar dealership.
My warranty expired on July 22nd 2021.
I tried to setup an appointment today (8/12/21) to get my final free oil change but I was told they will not do it free and I will have to pay. I explained to the service department that because of the Covid pandemic I didn't take my car out all year because I didn't want to go to unnecessary places as I have an autoimmune disease, so I am very cautious about what I do and where I go. The service manager couldn't help me.
I contacted JLRNA located in Mahwah, New Jersey.
I spoke to a representative and explained my personal health situation, the fact that my autoimmune system is compromised and so, Im very guarded about the things I do and the places I go and I just didn't feel safe going during the month of July to get my final free oil change at the Jaguar dealership. I also explained that from the expiration date to today's date it's only been two weeks past the expiration date and I respectfully asked if Jaguar North America would take this into consideration and honor my final oil change request or possibly give me some type of voucher to pay for the oil change. I was told that they can do nothing for me because of the fact that my warranty expired on July 22nd 2021. It's obvious they take the position of, it's written in stone and nothing can be done and there's no leeway no bending no courtesy consideration and nothing whatsoever.
Jaguar Land Rover North America is willing to leave me with a sour bitter taste in my mouth over a stupid oil change. It is my opinion that they do not give a damn about their customers. They are willing to lose a good customer over an oil change dispute !
On principal alone, I will not purchase another Jaguar Land Rover vehicle in the future. And it's sad because I was seriously considering getting the new Land Rover Defender from my local Jaguar dealership. Now I think not !
Please tell me, am I making something out of nothing or do I have a valid point with my grievance. Please let me know your thoughts.
Thank you kindly.

 

I think if you would have contacted the dealership about your situation BEFORE the expiration date, they may have been inclined to help you out. Just my 2cents!

 

Wow. I did my XE service a month late last summer, and the dealer had no problem with it being delayed by COVID.

 

This seems like a lot of stress, effort, and grief over an oil change. I would suggest just paying for it and enjoying your car.

 

RIRR--and RonDog +1

 

+1

 

Truthfully, I have my plate full for the past few months and "an oil change" wasn't really at the forefront of my mind, until today.
And with the "just pay for it" attitude, I suppose that will the case but it was the principal of the matter.
They're willing to lose me as a customer for $300 dollars.
That's what burns a hole in my keister.
I'm honest ...

 

My experience is that there is a huge difference between dealers (of any brand) when it comes to this type of situation. Some couldn’t be bothered and others will literally jump through hoops for their customers.
Corporate customer service seems more by the book (again, any brand) and Jaguar is no exception.
I would not let this one situation turn me off of the brand, nowadays good service is a crapshoot and you will find similar experiences on the forums of every make and model.
Some days, chicken, some days, feathers!!!
If you love the car, that’s what really matters.
MM

 

Didn’t you say this in your Supersprint exhaust post?
But you’re throwing a fit over a $300 oil change?

All you’re doing here is throwing a dealership under the bus and whining about it.

I’m going to guess your complaint to this dealership went something like “I’m going to post this on the message board and make sure no one comes here for service! I’ll never buy a Jaguar car ever again!”

Mods need to lock this.

 

I'm surprised that there is so much grief over an oil change from the dealer. JLRNA has been on a cost cutting rampage for the last few years. The customer service department has a had complete change over in management and the focus is cost cutting. The dealership could have 1. performed the oil change and eat the cost or 2. performed the oil change and submit it through the JLR warranty system as "goodwill" and get reimbursed. Its up to the dealer though.

 

Turko: I had something similar happen with my I-Pace as my free service was due last November, but I'm 180 miles from the dealer and, in the winter, that has in the past been both dangerous and problematic. So I called and asked if I could wait until spring, and they said ok but didn't tell me that I'd lose the free service. So I was a bit upset initially when I was charged but realized, had I known, I would have made the same decision to pay the extra money and not take the extra risk, so I got over it fast. The dealers don't set policy, and you made the right decision to wait. Agreed it would be nice if they took extra care of you, but they were under no obligation to do so. Tesla seems to have the best rep for customer care at the moment but also one of the worst reps for quality, and I've had issues with Mercedes (they left crap off the car I paid for) and Volvo (who misrepresented an upgrade promising performance brakes that turned out not to be available on the car). I've had nice surprises like when Audi, several years after the warranty expired and after I sold the car, refunded me for a major repair out of warranty, and Infinity, who, also out of warranty, replaced my entire dash for free. I too wish that kind of experience were more common but the fact they don't just make them more memorable and special. I expect if we all as aggressively wrote about the good stuff as we did the bad stuff we'd see more of these nice surprises.

I made a choice I'd make again even if I knew what I didn't at the time with my I-Pace, and you'd have been smart to do the same with your F-Type. My personal view is there are many reasons to go to war over a problem with a dealer, but since this resulted from your decision, which was one I would have made as well in your position, this isn't one of them.

 

WTF? Lock the thread? If he was throwing the dealership under the bus, he would of named the dealership!

 

Just ignore JLR NA corp, & just call a few local JLR dealers in your area, probably quite a few in your NJ & NY area.
Tell them you're interested in looking at, & buying your next LR there, while having your oil change.
If I was the sales manager, I'll throw in an oil change to have you take a look at a new JLR vehicle.

BTW, it's not a "free" oil change, it's already "included" in the sales price. It's a pity that they gave u so much $h*t whether u did it at the 59th or 61st month...

 

Agree with the other comments here.

The dealer and JLR technically did nothing wrong.

It's also just $300... now if this was 10x that over a warranty repair I would understand being a bit more miffed.

Since it's out of warranty anyway, maybe take it to an independent shop and get a better price. Then go out and enjoy your car

 

First I agree that dealer or JLR NA should have covered the oil change period, no excuse for not doing a simple oil change.
Second my experiences with Paramus Jaguar and JLR NA has been exemplary. Their service department and my service advisor (Anthony Nguyen (AJ)) has always been knowledgeable and supportive of my concerns. They replaced the differential promptly after their technician diagnosed a bad differential and JLR NA approved the warranty work. JLR NA sent a credit for work that was done for replacing a dynamic ride height sensor broken by a roll back operator. This was broken over a year from when I had the repair. Jaguar Glen Cove sent my jag back after replacing pinion gear seal and the tow operator broke the sensor when using hooks to position on roll back, was told that appropriate method. Just saying!
Frank

 

This sounds like the perfect opportunity to establish a relationship with an independent shop that specializes in JLR service. My independent will change oil and filter for 100 bucks. They installed a new engine when nobody else would touch my car for 15k less than the dealer. Hell they replaced my rotors just because " we noticed your rotors were warped and really a car like this shouldn't shimmy under braking." For FREE. Trust me, they will love you, if you love them.

 

Unfortunate situation. Would have been nice of them to help you.

Side note: Not sure how old you are or how much free time you have, but its worth considering doing the oil change yourself. A mityac or something similar + everything you need for an oil change will be under $200 - $300. Subsequent oil changes will be about $70. It is very easy, and you will be in the comfort of your own home

 

Yep, now that your warranty has expired this is the way to go.
20 minute job no fuss no muss and you save a bundle, and no risk with the dealership overfilling with oil coz they forgot or ignored the fact that being an AWD yours takes a bit less than the 7.25 litres the RWD takes. The only minor hassle is finding a way to dispose of the old oil.

 

My guess is that they're more willing to bend on the +/- one month on the included service while warranty is still in effect than when it crosses warranty expiration.

There's some latitude for "good will warranty" beyond actual warranty so I would have hoped you'd be given the benefit of that. Sadly, it seems not. There could have been good will at the dealer or the corporate level. The dealer would have had to take the loss, but would have retained that good will for future purchases. I'd call that worthwhile, but I don't own a dealership.

I hope you continue to enjoy the car, and fully understand if you feel that it's the last JLR vehicle you'll buy.

 

I agree that each dealership is different. It's the service manager that makes the difference. My Maserati dealer always has a problem with Maserati but they stick to there guns and get every thing covered.My Jag dealer was always great, the previous service manager got Jaguar to pay for my drivers side door handle assembly parts out of warranty. The current regime doesn't seem to make the same effort. I'll be using a recommended independant from now on.