BRAVO Jaguar!! (Update on '10 XFR engine failure)
 

All - I am elated to share that Jaguar has offered me assistance in replacing my motor and has made me a customer for life.

In addition to being pleased with the outcome, both processes I went through; the original Jaguar USA case review and the subsequent executive case review were crisp and efficient. I dealt with live people, they committed to follow ups and always called me as promised - very impressive. They were polite, understanding and helpful.

Here's a few excepts from our email exchanges to support my comments:

Good afternoon Mr. Neadle,

Thank you for your correspondence to Jaguar Land Rover North America's XXXXXXXXXXXX. Your matter was forwarded to me for handling on his behalf. We are sorry to hear of the concerns you're experiencing with your vehicle, yet we are glad that you took the time to write to us.

Please rest assured that your matter will be investigated thoroughly. Your Executive Case # will be 80XXXXXXXX.

I would like to follow up with you shortly with my progress on your case.

Best Regards,

************************************************** ***********

Good afternoon Mr. Neadle,

Just want to make sure that you've been contacted by your retailer with our offer of assistance? If there's anything else you need, please do not hesitate to contact me directly. I hope you enjoy your Jaguar for many years to come.

************************************************** ************

Mr. Neadle,

It's truly my pleasure to assist you. I can see the love you have for your vehicle and my wish for you is that you enjoy her for many years to come. I want you and your family to have a happy holiday season with many blessings. I hope this is one of many to come for you. ;)

************************************************** ************

Jaguar Land Rover North America has agreed to install a new motor so long as I pay $1,200. They anticipate being able to complete the job in about 2 weeks (1 week to get the engine and 1 week to install).

There's no transparency in either case review process so I am not privileged to most of what was said and done internally at Jaguar, but the fact that all repairs and maintenance were done at Jaguar and the documented history of issues and repairs (both pre and post warranty) likely contributed to their decision.

I am psyched that I will get my prized buggy back soon and am so impressed with how Jaguar handled me, and my case from start to finish. Never once did I demand, threaten or even get rude with Jaguar; I simply shared my story and asked for help. They responded in the best way possible and I feel great about being a proud Jaguar owner today.

Very good to hear. I've reached out to Jag NA about the faulty diff in my 2009 and I can only hope for a somewhat similar result. I've dealt with them in the past and they've been a pleasure as you've stated.

Hooray! Congrats.

Now that's what I'M talking about!

Very glad to hear they came through for you Mark. Thanks for the update. Standing behind their products makes all the difference.

Well done you entitled freeloader ;-)

Congrats. A great outcome. And makes me feel good about how they treated you too

Any of us could get unlucky with a major failure at any time. It's good to see they are open to a fair exploration of the issues. Good results

Good news. Is there any chance of finding out what caused the failure?

I've asked but never been given a straight answer. I have a couple thoughts; one is they never took the time to take the engine down to figure it out, or they did and it was inconclusive. Or, they learned what it was and prefer not to say. They've offered to do more than just "make good", so i am selfishly less interested in cause now.

that is fantastic!! what were the issues you were having with the car?

Good new Mark.

Congrats.

That is really good news, well done Jaguar

That's the way to open negotiations.

Too often I read posts from members who have gone directly to a declaration of war with Jaguar opening with threats and insults and then don't understand why their complaint isn't received in the most positive way.

Graham

You may compare with these AM engine failures. Same Ford Cologne engine factory. Same serious oiling design problem.

://www.youtube.com/watch?v=pzmL2rl1j8Q

Interesting. When I pressed the original shop where the car was towed for cause - his feeling was that something failed that was supposed to deliver the oil as there was plenty of oil in the vehicle - but not getting where it needed.

Great news Mark. Nice to know that Jaguar can stand behind their vehicles in extraordinary circumstances.

Great news, glad to hear it! And vindication for taking the high road when dealing with the negativity directed at you in your earlier thread on this issue!

Thank you sir! :icon_worthy:

I'm a lover and not a fighter.

Great news! It doesn't get much better than that!

Lotus, are you using someone else's screen name?

But seriously Mark, very happy that you are going to be able to drive the car that you really love.