Much appreciated

 

uh2, let me get home from my work travel and I will download all of them and we can work out the details at that point. I need to get my hands on them anyways and keep a set on my computer for easier access for when I really need them.

 

First.. THANK YOU. Second, I'm traveling to NY tomorrow for work as well until Wed. Third, I'm having a HUGE service issue with my dealer and Jaguar USA right now, so that's why I'm asking. Multiple repairs gor the same issue, always 'its fixed' but it's never fixed. Also, it's been 8 weeks since I've had any sort of return call on an existing work order. Jaguar USA is 'contacting the dealer'...but nothing has changed.

 

uh2,

Please tell us about the service issue with your 2011 XJL SC. Someone on the forum may have already "been there, done that" and have advice.

Stuart

 

Stuart,

For starters, I've had my car in an out of the dealership about 3 or 4 times since buying it in Nov 2014. I haven't had any problems with calling them and scheduling or getting a response until recently. My issue with them up until 8 weeks ago has been that I swear the techs don't bother doing road tests or they aren't doing the work they say they are. The infamous noisy roof is one instance. I pick my car up and make it 10 seconds down the road and it's STILL making noise. There's no way they didn't hear that. So fast forward to about 8-11 weeks ago:

I needed several things done. Window regulator, the roof (again), the headlight switch (lights were coming on and shutting off randomly), the passenger speaker was clearly blown/defective and the wheels needed to be refinished (clear coat and curb rash)...which I purchased the extra tire and wheel care for.

They have the car for 3 weeks. I hadn't heard a sound from them until I emailed the service advisor who worked with me. She emailed back right away saying she had been in Jaguar training and the car was ready while she was out. I received a survey via email about a week prior, so I figured that was strange they didn't contact me. Anyways...long story short. i pick the car up, the rims aren't refinished because they said they changed service providers and they are supposed to call me directly and refinish the rims in my driveway. Um...OK. No one called. I told her this and she said give it till Friday and let me know if they don't call. I hop in the car....and check the speaker right away. Speak is still blown. The tech said that it was the door trim that made it sound like that. Um no. I went back in and told her to come out and listen. She agreed it was still bad. Speaker is being ordered she says. I drive away....damn roof is still popping and the headliner is 'sagging' in between the front and rear roof panels. Mind you, when I drop my car off with issues, I always write out a DETAILED explanation of what the problem is and how to reproduce it. I even take video and audio with my phone.

No word from the wheel guy, so I let her know on Friday. She emails me back and says she'll look into it. A week goes by and I don't hear from her or anyone. I email her again at the end of the week and I call and leave a message. Nothing. I wait another week and call on a Saturday. She wasn't in the office but I left a DETAILED message with someone that was. She said someone would call me. No one calls for the entire week. This is approx week 5 or since I picked the car up. I call her...again..and she says she GOT the message from last Saturday and would follow up with the wheel provider. Another week goes by...I hear nothing.

At week 7 1/2, I'm about to lose my mind. I really don't want to go to the dealer because I'm afraid I've reached my limit and I might not keep a cool head. No word on the speaker replacement...no word on my ongoing roof issues...no word on the rim refinishing. I call the service manager on a Friday, and leave a message for him detailing everything. No call back. I THEN call Jaguar USA who DOES answer and take down all the info. They say they'll call me back on Mon or Tue and give me an update. They call back and say they spoke to the dealer, that the person I was working with was out on emergency surgery right now and that may have contributed to the delay. That makes absolutely no sense since She was in contact with me around the 6 week mark. That's not an excuse in my eyes...someone else should be handling her tickets/customers if she's out of the office. Anyways Jag USA says the dealer will be calling me shortly. They never do. Jag USA calls back at the end of the week or the Monday of the week after and asks if anyone called. Nope. Not a word. They apologize and say they'll investigate. I haven't heard a peep since. I wanted to call all this week but work and business travel are taking up all my time.

So, it's almost 9 weeks now.


The reason I wanted the TSB/Bulletin dump is that I was cruising the document titles on Popix and there are a number of issues that I've reported to the dealer and they've come back with 'that's normal'. I really don't trust them at this point. I'd like to read those bulletins and see what the fix is, or if the dealer is really being honest with me. With the door speaker issue, I'm wondering if they searched their database, came up with an existing similar issue and just used that as their resolution. i could be wrong...but I doubt it.

The nearest Jag dealer is an hour away and their hours are basically 7-5 M-F, which makes it difficult for me to get there. Plus, I'm not sure if that wheel and tire warranty is dealer specific. I really didn't want to ruffle any feathers at the dealership in order to not sour our relationship, but at this point I just feel disrespected. After googling the dealer....I see I'm far from the only one who's experienced this level of service.

Is Jag USA going to even do anything? Or is it just some lady working from home who answers the phone and plays middle man between the two parties?


I'm sooooo frustrated right now.

 

It is so frustrating when the dealers don't properly look into your issues. I feel your pain as I have had the same experiences in the past with different issues, and like you I gave them detailed instructions to reproduce each time but they didn't bother to road test the vehicle afterwards. Sadly that is indicative of a lot of main dealers nowadays where they simply follow the computer diagnostics path and, because they can't claim for anything else under the warranty, don't check to see if the fix actually worked.

You seem to have three different issues:

1) The roof creaks. A common problem. I've attached a service message, TSB and the diagnostics pages from the workshop manual which includes some tests to determine the fix for the known issues. It would be worth you following through the tests to see if you can highlight a specific fix to the dealer.

2) One of the door speakers has blown. I had the same problem with my 2010 XJL with the B&W surround system. My fix was to replace the speaker. There is a service message out for a rattle sound that involves replacing some trim clips. It sounds like your dealer has applied that fix but that doesn't sound like your issue. If that is wrong let me know and I'll upload it.

3) Wheel insurance issues - totally unacceptable customer service from your dealer regardless of it being provided by a third party.

If you have other issues let me know.

 

xdave,

Thanks a ton! There is a bulletin related to what I think my current roof issue is (there have been a few). My rattle seems to be coming from the middle housing where the blinds roll into. I'm pretty sure I don't hear it when the blinds are closed. It seems like something is loose when the blinds are retracted. I've had other roof issues which I 'think' have been addressed.
As far as the door speakers, we have the exact same system. And yes, the speaker needs to be replaced. I've actually noticed the driver side is doing the same thing now. The dealer doesn't know about it yet...because..they don't bother to contact me.

Two other issues I've had in the past, that I've seen addressed on Popix. I'm pressed for time right now so I'll have to follow up later tonight with specifics. One, is the rough idle/misfire issue. I know I'm not the only one who has this. At first the dealer told me to run Seafoam through it a few times. Yeah...that didn't work. This last time, she said she replaced the air filter because it helped someone else. yeah....no...that's not it. Every time I bring it there, I tell them it's still an issue but because there's not check engine light, they act like it's not an issue. It boggles my mind, but I understand it comes down to $$.

The other issue I'm experiencing is a noisy supercharger. Mostly when it's cold, but it's really noticeable at idle. It's not a chirp..just pulley noise. I can't help but think this is going to be an issue as soon as my warranty is up. I'm pretty sure I saw something on this too.

 

JTB00349NAS1 Supercharger Clattering/Noise

JTB00244NAS1 Off throttle engine idle fuel cut (Is this the 'misfire'?)

SSM45450 NEW Roof blind retensioning procedure (related to the rattle I hear?)

JTB00411NAS1 Aluminum finisher discoloration. ( Everyone has this issue. I'm curious as to what they say)

I would gladly pay the $8 for an hour's worth of access to save/print all the info...but I'm traveling to NY for work right now. If no one has access to these, I'll do it when I get back home later in the week.

A BIG thank you to all that have responded!

 

I've attached the ones you've requested. SSM45450 refers to an additional attachment X351 Pan Roof blind retensioning.pdf.

 

I've had 2 of these issues myself and they were repaired. The first was a rough idle and was fixed after a check engine light came on after a couple of weeks with this symptom. The fix was replacement of an exhaust cam adjuster module. The second was the "noisy" supercharger at idle. My dealer technician found the bad pulley spring during a water pump replacement and routine testing of the of the pulley. They replaced the supercharger nose piece as the pulley is part of that assembly. As I have said many times before my dealer's service advisers and technicians are, apparently, in a class by themselves.

I hope you get your problems worked out, but if it was me I'd try to find another dealer as yours doesn't seem to care. Lastly IMHO your roof issue is the shade rollers and not the glass panel as that was an issue with the early XJs.

 

Thanks to both of you. I'm back home now. Yes, I agree it's the rollers. I'm pretty sure of this because the noise appears to disappear when the shades are closed. I forgot to mention to Jag USA about the noise at idle. I'll have to add that to the list.

UPDATE: I spent part of my work day on Tuesday calling Jag USA and asking WTF is wrong with Jaguar USA? No one called me back over the previous week...not even Jag USA to follow up like they said they would. I was promised a call back Wednesday. It never happened, so I called back late Wed and made it clear that this was unacceptable. I got a call back from a new service advisor...the service manager and the general manager never called themselves to apologize...it feels like they dumped it all on a new service advisor to deal with. Unreal. Anyways, she was very apologetic and promised me a call back today. I didn't get a call until 6:30pm, but at least she called. The passenger speaker was never ordered (they lied to me). Still no word from the rim warranty provider, but she said she would follow up again with them tomorrow. I wouldn't be surprised if they were never contacted.

I'm literally speechless. Not only was the service from the dealer horrible, but JagUSA deserves to be lumped in too. Unfortunately, in order to avoid THIS dealer, I'll have to use one an hour away with very limited service hours and no weekend availability. It's like they could care less.

Never again.

 

Thermo and I have access to all of these TSBs for the 2011. Just let us know if you need an others.

 

Much thanks!!!


I just returned from the dealer...I had been reluctant to go because I'm fed up and my cause a scene. I talked to a manager there in sales before going back to the service department. He felt my pain and apparently this has been an ongoing issue lately. He will personally walk my car through the service department when I bring it back. JagUSA was nothing more than a middle "man" so to speak. They just call the dealer, ask to speak to someone, and tell them to call the customer. Worthless. I'm happy the sales guys aren't part of the problem at least.

It's even worse when, as you're picking your car up from service, they tell you to give them excellent marks on the survey no matter what. Well, maybe you're getting bad marks for a reason!! Ugh