Hi, I'm new to this forum and I currently own a Jaguar XJL 2011 model, which has an issue with the plastic melting on the keys and on the trim around the display. It makes an unsightly mess. However although I have an extended warranty and this item is covered under Technical Service Bulletin No.JTB00447, which states this is a manufacturing fault and they will be replaced free of charge, Jaguar Middle East says this does apply to the Middle East region so I will have to pay under normal wear and tear.

Has anyone else had this problem? Why would a warranty for a manufacturing fault only apply in certain regions of the world and not others? I feel discriminated against by Jaguar, despite something they admit is their fault!

Below is some of the correspondence from Jaguar MENA after I complained to the Head Office in the UK

Dear Mr. Matthews,

Greetings from Jaguar Land Rover.


Please note that your below e-mail has been directed to us by the Customer Relations in the UK as we represent the manufacturer in the Middle East and North Africa (MENA) region.

Kindly note that the technical bulletin No.JTB00447 is not related to the Middle East and North Africa region. MENA vehicles have a different reference bulletin which confirms that the impacted vehicles are repaired free of cost when the vehicle is under the 3 years manufacturer warranty.

Our Extended warranty in the region does not cover this repair since it is considered wear and tear items. Therefore, the retailer initially was considering assisting you with covering a percentage of the repair cost as a Goodwill gesture and offered you to extend the vehicle warranty for the 6th &/or 7th year.

As explained in my previous email since this case has been raised to consumer protection in Qatar, Al Fardan Premier Motors has referred this case to their legal team to proceed with the legal process. In addition, unfortunately, we will not be able to further assist in case.

Thank you for the time you have taken to contact us.

Regards,

Rinad Saifi | Customer Relationship Executive
Jaguar Land Rover MENAP Region
E-mails: crcmena@jaguar.com and crcmena@landrover.com
Telephones: +971 4 309 8900 – Jaguar and +971 4 309 8901 - Land Rover





Explore Jaguar the High Performance Luxury Cars | Jaguar MENA
4x4 Cars and Luxury SUV British Design | Land Rover MENA


Please consider the environment before printing this e-mail.

---------- Forwarded message ----------
From:
Date: 5 September 2016 at 14:45
Subject: FW: COMPLAINT - Jaguar Service Bulletin - switch issue - JAGUAR MENA/AL FARDAN
To: globalcr@jaguarlandrover.com



Original Text
From: >

To: jagcrc@jaguarlandrover.com

CC:
Sent: 04.09.16 10:28:00
Subject: COMPLAINT - Jaguar Service Bulletin - switch issue - JAGUAR MENA/AL FARDAN

Dear Sir/Madam,

I am having severe problems with Jaguar Middle East and Jaguar’s authorised dealer in Qatar. (The only one as it’s a monopoly). There is a fault on my car which is acknowledge in one of the Technical Service Bulletins issued by Jaguar on my make and model of car. (2011 XJ). Despite raising this will Al Fardan Jaguar’s authorised dealer and Jaguar MENA I am told the only way they will replace the switches and trim panel parts is if I take out another extended warranty for approximately £3100. This business approach is extortion.

I have had many interactions with Jaguar MENA and Al Fardan Qatar over the last few months regarding this issue without satisfaction and I have now had to lodge an official complaint with the Ministry of Economy and Commerce in Qatar in which I am petitioning for the completion of the work under the existing warranty of the car and damages for the amount of my time that has been wasted on this issue and the duplicitous nature of my dealings on this issue.

To clarify below is the Technical Service Bulletin and a direct quote the very clear statements within.

Technical Service Bulletin No.JTB00447

Corrective action: Dealers will replace all affected interior switches and trim panel parts.
Warranty info: This service bulletin is being performed free of charge under the new vehicle or extended warranty, whichever applies.

Please investigate this matter and if a satisfactory conclusion is reached then I will withdraw my action against the parties involved. I am not the only person to have received such poor service and this affects the Land Rover and Jaguar brand in the Middle East.

I can also forward the correspondence from Al Fardan Premier Motors Jaguar’s authorised dealer in Qatar if you need it.

 

I am facing the same issue, and have an extended warranty/service contract for my 2011 XJL, and Jag Customer Care have confirmed that they cannot cover the repairs since the car is no longer under manufacturer's warranty.
I am based in the US, so it doesn't look like this is specific to the Middle East and Africa.

 

LiquidIce,


If you don't mind saying, which dealership did you visit?

 

Hi LiquidIce,

It probably won't help much by the dealer in Qatar is a company called Al Fardan. The way it works in Middle Eastern countries is one family gets exclusive rights to sell and service certain makes of cars. They are the only authorised dealership. What they also used to do in Qatar was if you serviced your own car or took it to another garage they would void your warranty, but luckily the government has stepped in and ended that practice.

As for your issue, I don't see how they can issue a TSB and then deny all responsibility. I've written to the head of Land Rover Jaguar in their head office in the UK, I'll see what sort of response I get.

 

I have just had a reply from Jaguar and they say this TSB only applies to the North American market. So you should be covered. Why I am not covered because I live in a different part of the world although its the same car I don't know.

This is the quote:

"Kindly allow me to reiterate that the bulletin quoted is not related to MENA region and is related to the North American market only. In addition, the bulletin details in our records confirm that the normal warranty terms and conditions apply when the issue is detected by the retailer. Meaning: the repair will be carried out free of charge only if the vehicle is under the manufacturer warranty coverage."

 

There's three different issues here.

TSB
Manufacturer's warranty
Extended warranty

Jag issues dozens/hundreds of TSBs covering a myriad of topics. Very few of them involve any sort of commercial support, warranty or not. They are not recall notices.

Manufacturers Warranty- covers almost everything bumper to bumper for the first 3 years. Controlled and funded by Jag themselves.

Extended warranty- may/may not be a 'factory' controlled and funded warranty. Terms and conditions vary widely but rarely is the coverage as broad as the original manufacturers warranty.

Your car is well beyond the manufacturers warranty. It seem that neither your extended warranty nor Liquid Ice's covers this type of defect. I would have been surprised if it had.

Sorry.

 

+1

Also there are local laws, especially those relating to things such as durability. A car maker may well aim for about the minimum they can for the local laws. The USA seems to me many times to favour the customer hugely more than a maker, far more than anywhere else I know, so it may be that in turn leads to longer free repair periods.

I suppose anyone can try asking to get their local law improved but good luck if you try!

 

Thanks for this, this is the most sensible explanation I have received so far. Its a pity Jaguar or my dealer could not have clarified it in this way.