All,
I desperately need some assistance. I will spare you all of the details, but suffice to say that my car has been in for service 8 times for the same problem. Lemon law doesn't apply since the car is a 2011, but it is still under factory warranty. I have been trying to escalate my issue to the highest levels at Jaguar Corporate (I believe they are in NJ). I was able to open an "executive case" but that has done little. If anyone has any knowledge of an extremely high-level executive I can speak to about this, can you please pass it on?

 

What is the problem? Someone on here may be able to at least help see what is really wrong with the car.

 

It's a lot to go into, but the short version is a Check Engine light that keeps coming on and they cant figure out why. The code refers to a loss of air pressure, and as you can imagine, after 8 visits they've changed everything by now, every sensor, every seal, done smoke tests, even replaced the entire wiring harness. They've been doing all of this with the help of Jaguar Corporate technicians assisting as well. There is no effect on performance, though I did receive an "impaired performance" message recently. They also checked the timing. Bottom line is they're baffled. So I want to speak to an executive at Jaguar about the problem because I am getting nowhere.

 

What follows is a bit generic since I don't know how Jaguar USA structures management, but....

Typically car companies operating in the USA have regional zones or districts, each with their own staff and management. Often the owners manual will have phone numbers and addresses for zone offices. Dealers are usually assigned a zone service manager and a zone sales manager.

Rather then seeking out an 'extremely high level executive'....which is probably an exercise in futility.... you might want to see if there is zone-level service management who can get involved. In many cases these guys are more helpful (in terms of real-world solutions) than the very highest echelon and they have enough horsepower to make things happen.

Cheers
DD

 

This is someone from Jaguar corporate on the board here who might be able to help - look him up on previous posts and send him a PM. Sounds like the sort of thing he should be able to help you navigate.

 

Did they replace/reprogram the engine control computer module?

 

I'm not clear on exactly what you are hoping to achieve. Also you do not state whether:

1. you are the original owner from 2011 or this is a recent used vehicle purchase.
2. this extensive diagnostic work is being charged.

If 'Lemon law' does not apply then the neither the dealer nor the manufacturer is going to take the vehicle back.

The additional details in post #4 suggest the dealer and Jaguar have made considerable but so far unsuccessful efforts to rectify the CEL issue. Have either or both refused to do anything further?

Graham

 

Yes, I am the original owner and it is still under the original warranty. My car has been in for service about again (this time for the past 2 months and counting) and the dealer has admitted they have no idea what else could be causing this problem, but they have not given up on trying. I have been provided a loaner vehicle (2013) which is fine, but since they can't fix my car, I can't sell it, and it continues to depreciate. Enough is enough. I am hoping for an equitable offer from both Jaguar USA and the dealer, as the last offer was not commensurate with the amount of trouble this has been. I am trying to get higher visibility into this problem with Jaguar USA. That was the original intent of this post.

 

I thought I would keep you all updated on the situation with my 2011 XF. To recap - I've made about 8 trips (maybe 9) to the service center for a Check Engine Light over the course of 9 months (and they've had my car for the last 3 months straight). Jaguar had provided me a loaner vehicle during this time onto which I've put about 7k miles. I finally just received it back yesterday with the CEL fixed (and oddly, they said they had to replace my windshield due to a crack!). The real source of my frustration is that throughout this ordeal, despite 2 certified letters to the CEO of Jaguar USA, I've received little more than a phone call from someone about my escalated problem. Never once did someone ever call to say "I'm sorry for what you're going through" or demonstrate in any way that they actually gave a crap about a frustrated customer. Their customer service just sucks. I will definitely never buy or recommend a Jag again.

 

Well thanks for the update BUT the real loss is you never explained what the problem and solution was so nobody can benefit from all your pain?
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I'm a bit baffled by your posts. If Jaguar was doing everything it could to rectify the issue and then eventually did rectify the situation, I'm not sure why you are so down on Jaguar Corporate. Not getting a loaner or factory technical support or parts replacement would cause me to not want to purchase another Jaguar. Someone calling me to "express their sincerest apologies about the issue" wouldn't rate very highly on my list of whether to buy again or not. Wasn't your dealer (I'm assuming the dealer you purchased it from) giving you any extra attention and apologies?

 

As stated by others, I feel your frustration, but in some ways fail to see where you're coming from?


Yes a lot of trips / hassle back n forth to the dealer, but, they haven't walked away and have tried their best to help in every way possible, obviously barring an apology and communication issues.


That said, you've had a newer loaner vehicle at your disposal, put 7k miles on it AND albeit eventually, got yours back with the issues resolved.


Surely, it could have been much much worse?


Best


Jim

 

What did you think the CEO was going to do about your car? He most likely has not received factory service training, so could not fix the car himself. He could make sure the dealer kept working on the car until it was fixed, and that you had a suitable in-kind loaner in the mean time. Oh wait...

It makes folks feel good to feel like the corporate big shots are directly involved in whatever their particular problem is, I suppose, but I also don't understand what you wanted other than some hand holding. It would be irresponsible to stockholders to offer a new car to replace one that is three years old to appease a buyer who probably already stated the intention of " definitely never buy or recommend a Jag again" to them. The car is a complicated machine and sometimes stuff happens. And your "depreciation loss" story is complete BS, since you were driving a newer car with no mileage or service charge accruing!

I would say you have had a good outcome, but clearly the Jag-uwah is not a car for you. I recommend a Lexus for best trouble free ownership.

 

+1 from me.
I really don't understand what more you expected, they took your car spent months troubleshooting with assistance from Jaguar Corporate finally fixing the vehicle and you had a newer loaner all this time.
Sounds like pretty good service to me.
Sorry not to be more sympathetic.