At the end of May I sent a nice but detailed note to Jaguar's customer assistance form on their website to raise my concerns about the failures I've encountered in the InControl system and a few other issues I've had with my 2016 XF S AWD. A few days later I got this form email back:

"We are always receptive to customer feedback. This is one way we learn of concerns with our product and improvements or changes desired by our customers. Please be assured that we have documented your comments and forwarded them to the appropriate parties for review."

Since then, not a peep.

By coincidence, a week later I got a detailed online survey from Jaguar North America asking for feedback on the car on everything from the dealer experience to every little detail. Let's just say I gave them an honest but very frank assessment of the car and the ownership experience. In other words, I let them have it. I'm sure it made someone's morning reading that.

Or did it? I did not hear a word back in reply to that, either. I really think they couldn't care less about you once you've actually bought the car.

Lo and behold, the JD Power survey is sitting here. Time to fill it out, I guess!

 

I have found that every dealer just wants to sell a vehicle and could care less if you have issues or ever return. After all the sales eejit just wants his commission and the sales manager is out only to assure you pay every last cent they can wheedle from you. But the service manager and your advisor should be doing handstands for you.. At least at our dealership they do. Maybe it has something to do with buying multiple vehicles from them? I dunno.

 

+1
dealers are too often the weakest link

DIY everything you can and find an independent shop.

 

dealer? The complaint was sent direct to jaguar from what I've read

 

My experiences with Jaguar salespersons has richly varied at different dealerships hundreds of miles apart. The first didn't give so much as a passing interest at my presence; the second made snide remarks at my attempt to negotiate an overpriced 2015 model; yet the third was exceedingly friendly and earned my business.

It was the third salesperson who informed me that the online surveys they send out are taken very critically within the company. His specific comment was: "On a rating scale of 1 to 10, anything less than 10 is failure." I also received a three-question phone survey about the "delivery process".

Despite the absence of their response, you are quite likely being heard.

 

gathering information about my first purchase this thread is interesting. Seems we had similar experience looking at a Subaru Outback a few months ago. Found the right dealership and salesman and get monthly emails from Subaru about our experiences. Simular scale on grading. Nice too know that their a few who really care and follow through.

 

Rp911, how are things now?

 

I have also reached out to JLR customer care regarding the issues I am having with their ICT Pro system. Will report back whether they are responsive or not.

 

I have been in touch with JLR regarding my rattle issue. I responded negatively to a survey regarding a service visit and had asked for a representative to contact me to discuss.

The CSR was there with all the way through my issue. A case number was assigned to my issue and for my inconvience I was offered a "good will" jesture of what amounts to 3 months of payments.

So I think they do care you just have to deal with one representative and open a case in order to get the matter resolved.