Terrible Customer Care from Jag
#1
11-14-2009, 12:06 PM
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Terrible Customer Care from Jag
Hi everyone,
I'm in a bit of trouble and left with nowhere to turn to except this forum. I bought a new XF SV8 about 18 months ago. The top of the line one with 420 bhp and fully loaded specs. Spent a fortune on it. Since the day I got it it's been riddled with problems. From noises, overheating, not starting, and dozens of other things. Needless to say it's been at the dealer garage more than at my place. Not only that but I've lost all passion and love for the car. As a matter of fact I now detest the car so much that every time I get in it I feel like driving it into a wall. That's the reason I don't use it any more. It just sits in my drive way collecting dust.
The dealer of course has not been able to fix any of these problems. When I escalated the issue to Jaguar's regional office in the Middle East (I live in Dubai) they have completely ignored my issues. All they do is forward my emails to the dealer and don't even have the courtesy of replying back to me directly. When I call them they tell me that they don't accept complaints over the phone and that I should email (which is what they've been ignoring in the first place). I'm now left with nowhere to go.
I'd like to know if anyone knows of a global contact for Jaguar customer care. Since the Jaguar Middle East office is run by a bunch of monkeys, I'm assuming that they must report to someone globally that I can escalate the issue to. I've searched everywhere for the contact but I can't seam to find it.
I'm really stuck guys and I'm having the worst experience of my life with this car! I honestly can't believe that this is the Jaguar attitude. I honestly thought Jag were much better at customer service than this. I wouldn't expect this type of treatment from a cheap motel, let alone JAGUAR!
Anyone got any ideas? Thanks!
I'm in a bit of trouble and left with nowhere to turn to except this forum. I bought a new XF SV8 about 18 months ago. The top of the line one with 420 bhp and fully loaded specs. Spent a fortune on it. Since the day I got it it's been riddled with problems. From noises, overheating, not starting, and dozens of other things. Needless to say it's been at the dealer garage more than at my place. Not only that but I've lost all passion and love for the car. As a matter of fact I now detest the car so much that every time I get in it I feel like driving it into a wall. That's the reason I don't use it any more. It just sits in my drive way collecting dust.
The dealer of course has not been able to fix any of these problems. When I escalated the issue to Jaguar's regional office in the Middle East (I live in Dubai) they have completely ignored my issues. All they do is forward my emails to the dealer and don't even have the courtesy of replying back to me directly. When I call them they tell me that they don't accept complaints over the phone and that I should email (which is what they've been ignoring in the first place). I'm now left with nowhere to go.
I'd like to know if anyone knows of a global contact for Jaguar customer care. Since the Jaguar Middle East office is run by a bunch of monkeys, I'm assuming that they must report to someone globally that I can escalate the issue to. I've searched everywhere for the contact but I can't seam to find it.
I'm really stuck guys and I'm having the worst experience of my life with this car! I honestly can't believe that this is the Jaguar attitude. I honestly thought Jag were much better at customer service than this. I wouldn't expect this type of treatment from a cheap motel, let alone JAGUAR!
Anyone got any ideas? Thanks!
#2
11-14-2009, 12:29 PM
It won't make you feel better' but I am receiving similar horrible customer service from Jaguar USA corporate. The company is working amazingly hard to deny a valid warranty claim even after admitting that the problem I am having is covered by my warranty. I was able to get the customer service center manager to admit that my warranty problem was a covered component and that the language in the warranty manual says it should be covered but they are still not paying out on the claim. I am contacting my local department of consumer affairs and will most likely be taking them to court. I hate to say it but I should have bought a Cadillac.
#3
11-15-2009, 09:44 AM
Veteran member
Well, here in the US, you'd be getting a loaner car for all warranty work, so you shouldn't be out of a car, and i'd just leave the XF at the dealer until they can correct all of the problems...especially if you can recreate the problem for the dealer. If you can't they do have a hard time diagnosing problems like noises, overheating and no-starts.
Sounds like your jaguar middle east offices are of no help, you could try taking your complaint directly to Tata...couldn't hurt. Be very very specific and be careful to keep your letter factual and little emotion. g'luck.
Sounds like your jaguar middle east offices are of no help, you could try taking your complaint directly to Tata...couldn't hurt. Be very very specific and be careful to keep your letter factual and little emotion. g'luck.
#4
11-17-2009, 07:24 PM
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I would Google the Brittish Jaguar HQ's Actual MAIL, as well as USA HQ's MAIL, and try to send letters to everyone and anyone in their corporate offices. I would send mail to every single corporate head's name I could find.
Please keep contact and let us know if they end up helping you and giving you the satisfaction you deserve!! I hate that this happened, and I hope to heaven I never have to take my little old X-Type to a Dealer to fix, instead of my great import mechanic!
Please keep contact and let us know if they end up helping you and giving you the satisfaction you deserve!! I hate that this happened, and I hope to heaven I never have to take my little old X-Type to a Dealer to fix, instead of my great import mechanic!
#5
11-19-2009, 05:03 PM
Customer care
You should have records and details of each visit.The problems should be listed and what was done and when. The Jaguar office should then contact the dealer to see what their actions were and let the dealer know that you are unhappy.You didn't list the problems and time that you were out of service.
Some customers are there own worst enemy when it come to getting service,they talk about feelings not facts and issues.Most Jaguar dealers are proud of the dealership and want you to be happy,they don't start the day looking for a customer to **** off.
Good luck and use common sense in you battle with the Jaguar office and dealer.
Some customers are there own worst enemy when it come to getting service,they talk about feelings not facts and issues.Most Jaguar dealers are proud of the dealership and want you to be happy,they don't start the day looking for a customer to **** off.
Good luck and use common sense in you battle with the Jaguar office and dealer.
#6
11-21-2009, 06:49 AM
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Posts: n/a
Ok guys I thought I'd give you an update of the situation here just FYI.
So basically I have been to the Jag dealership and service center about a dozen times in the last 18 months. Here are some of the problems I've had and still have:
- Passenger door misaligned and hits the rear door when closing (got fixed after 4 attempts)
- Crazy amount of wind noise to a degree that makes you feel you're in a plane taking off at high speeds (apparently this cannot be fixes)
- loud crackling noises in the breaks (not fixed after numerous attempts)
- annoying cracking noises from the door (not fixed after numerous attempts)
- really annoying crackling noises from the sunroof (not fixed after numerous attempts)
- Car wont start sometimes (Jag refuses to admit the existence of this issue)
- Center console heats up to over 52 degrees Celsius (Jag refuses to admit the existence of this issue although I have pics to prove it)
- etc, etc, etc (I have a notebook full of problems that I've recorded over the months)
All these issues are documented in the car's history at the dealer. I've tried reasoning with the dealer, I've tried contacting Jag Middle East, I've tried contacting Jag Australia, Jag UK, and Jag US. None of them will help.
The last I got is that the dealer wants me to trade in my car for any other Jag or Land Rover model. This basically means that I have to buy a new car, pay a difference in price and they get to sell some stock as well as get away with not having to be responsible for all these problems.
I honestly think that Jag's takeover by Tata has made this company into a Joke! And what's worse, there is nobody to take responsibility for anything any more or to hold anyone accountable! If they can do this to me on a $100,000 car what will they do to the rest of their customers?
Thanks everyone for all your help. If any new ideas come up I'd be happy to hear them.
So basically I have been to the Jag dealership and service center about a dozen times in the last 18 months. Here are some of the problems I've had and still have:
- Passenger door misaligned and hits the rear door when closing (got fixed after 4 attempts)
- Crazy amount of wind noise to a degree that makes you feel you're in a plane taking off at high speeds (apparently this cannot be fixes)
- loud crackling noises in the breaks (not fixed after numerous attempts)
- annoying cracking noises from the door (not fixed after numerous attempts)
- really annoying crackling noises from the sunroof (not fixed after numerous attempts)
- Car wont start sometimes (Jag refuses to admit the existence of this issue)
- Center console heats up to over 52 degrees Celsius (Jag refuses to admit the existence of this issue although I have pics to prove it)
- etc, etc, etc (I have a notebook full of problems that I've recorded over the months)
All these issues are documented in the car's history at the dealer. I've tried reasoning with the dealer, I've tried contacting Jag Middle East, I've tried contacting Jag Australia, Jag UK, and Jag US. None of them will help.
The last I got is that the dealer wants me to trade in my car for any other Jag or Land Rover model. This basically means that I have to buy a new car, pay a difference in price and they get to sell some stock as well as get away with not having to be responsible for all these problems.
I honestly think that Jag's takeover by Tata has made this company into a Joke! And what's worse, there is nobody to take responsibility for anything any more or to hold anyone accountable! If they can do this to me on a $100,000 car what will they do to the rest of their customers?
Thanks everyone for all your help. If any new ideas come up I'd be happy to hear them.
#7
11-21-2009, 05:02 PM
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