Jaguar Land Rover North America came through for me.
#61
08-19-2021, 10:43 AM
Member
It's also ..."just $300" to the dealership (and corporate), and I find it appalling that this dealer AND company would not take care of their customer. As was pointed out already, the "free" service is not actually free, but paid for when the car was purchased. This problem is just typical of how most companies operate these days, but one would still hope that Jaguar, of all of them, would have more of a 'relationship' with their customers since they are offering an 'experience' through their vehicles, not just a ride. I think this gentleman has every right and justification to be upset about the oil change issue. That "$300" service would have only cost them less than $100 to perform, and they would still have a reliable customer. Now they have nothing, except their lousy $100.
#63
08-19-2021, 11:15 AM
Veteran Member
Hang on, your story is entirely about shoddy treatment by a dealer, and you blame the manufacturer? Their only blame is appointing that dealer, all the grief you've had is after the car was shipped from the factory, presumably in perfect condition. How the car's treated by the dealer and shippers en route is rather out of Jaguar's hands to some extent. I'm in the UK so have no knowledge of JLRNA but I guess they're responding to the dealer reports, which may not give a true picture, so can't behave appropriately for the hapless customer at the end of the line. Uncle Fishbits' experience of how Jaguar can respond in conjunction with a decent dealer is an example of customer service above and beyond.
#64
08-19-2021, 11:17 AM
Junior Member
#65
08-19-2021, 11:29 AM
Senior Member
My last Corvette had Five (5) Mobil 1 synthetic oil & filter changes within the first 24 months at my local Chevy dealer.
Since I'm a repeat customer at this dealership, & a local Corvette club member, Sales & Service manager pays for my annual club membership dues, as well as free annual Mobil 1 oil changes for as long as own the car.
Thus, they already have me down on their books for my next C8 Vette for 2024...
Since I'm a repeat customer at this dealership, & a local Corvette club member, Sales & Service manager pays for my annual club membership dues, as well as free annual Mobil 1 oil changes for as long as own the car.
Thus, they already have me down on their books for my next C8 Vette for 2024...
#66
08-19-2021, 11:41 AM
You have a gripe but you're placing the blame in the wrong area (the car) and penalizing the wrong person (you). Seems like you love the car, but hate the support? I too feel that way about Jaguars. So why penalize yourself for them. Having owned four different Jag models in the last 30-years, there's one thing I have learned. You have to separate the automobile from the dealer. I NEVER bring any of my Jag's to the dealer for ANY service. Warranty work, OK but, the day it's out of warranty, I'm gone! Jaguar dealers are like most car dealerships, maximizing their profit on every fit and fot. I have loved all my Jag's and feel they are one of the best cars on the road. So, I will continue to own and enjoy them BUT, I will NEVER take my Jag to a dealer for ANY work. Find a good mechanic (the good news here is because so many people feel the same way about Jag dealers, there are plenty of Jag specialists that do great work for fair prices). Find one who specializes on Jag's (not just foreign cars if you're in the States) and use them for all your work. In this way, you win by being able to drive away happy that you own a fantastic automobile without being tied to an overpriced dealer.
#67
08-19-2021, 11:44 AM
On a lighter note, and speaking of oil changes, I went for my first visit to a local dealership after purchasing a beautiful low mileage Indus Silver MY2018 base coupe [just installed the VAP tune with great results]. I needed the cargo cover replaced because one of the cords detached and they did this under warranty [and had one in stock to boot]. I also asked to buy a quart of oil since OEM Castrol Edge Professional is difficult to come by and my service guy handed my a quart of Castrol Edge 0W-20 [not professional] and said that this is what they use. He went on to say that as long as it has the "Dexos" additive, it's what they recommend.
Is this the case? Why would JLR go to the trouble of developing their own oil blend [Castrol Edge Professional] and then not have their dealerships use it? Any help would be appreciated.
Also any feedback on using Jaguar/Land Rover of Riverside [CA]? Thanks!
Is this the case? Why would JLR go to the trouble of developing their own oil blend [Castrol Edge Professional] and then not have their dealerships use it? Any help would be appreciated.
Also any feedback on using Jaguar/Land Rover of Riverside [CA]? Thanks!
#68
08-19-2021, 11:52 AM
I get your frustration. I have an '09 XK and contacted JLR Corporate two times just to ask some technical questions about my car. I didn't hear back from them at all! They don't seem to care much about customer service.
That being said, I'd just pay for the oil change from a reliable indy and try at all costs (literally) to avoid Jag service and JLR in general going forward.
That being said, I'd just pay for the oil change from a reliable indy and try at all costs (literally) to avoid Jag service and JLR in general going forward.
#69
08-19-2021, 11:52 AM
I had the same series of events with my previous “fun” car, a C7 Z06 Corvette. That cars warranty provided 3 free oil changes, filter plus Mobil One oil…. the first oil change at 500 miles (mandatory) and 2 more within the first 24 months. Because of winter hibernation, I missed the 3rd oil change by one month and they denied the last free oil change. I bitched ( nicely) at every manager at the dealership and got no where. Finally I contacted GM and they agreed to give me a $100 gift card to use at any GM dealership on any maintenance service. That was nice but I traded the Z06 on my new F type R and never used my gift card. You’re not alone…and I agree with another post that you saw here, you probably should have contacted the dealer prior to the expiration date and plead your case on the timing.
#70
08-19-2021, 11:57 AM
A lot of people in this forum have been spot on. Customer Service is spotty and can be great or terrible these days. This is across everything...car brands, restaurants, stores, etc. The pandemic has added to this as companies are also dealing with the impact. This makes for situations that might have been handled better or differently, as in your case. I know that times were tough for some people, but reaching out prior to the expiration should have been done. At the same time, an agreement to make the customer feel better could have happened also.
I would put a little more pressure on the local dealer. See if they cant work a deal with you (at cost for example). Maybe some good will on both sides.
I do disagree with what some people have said...regarding the "free service". This is a free service and not a paid service. It is a bonus for buying a Jag at this time. It is not included in the cost, therefore free. It is like when the dealer gave me a keychain to go with my new car.
I would put a little more pressure on the local dealer. See if they cant work a deal with you (at cost for example). Maybe some good will on both sides.
I do disagree with what some people have said...regarding the "free service". This is a free service and not a paid service. It is a bonus for buying a Jag at this time. It is not included in the cost, therefore free. It is like when the dealer gave me a keychain to go with my new car.
#71
08-19-2021, 12:10 PM
Get past it
You asked for an exception and like any auto manufacturer JLR are within their rights to say no. You’re being unreasonable and you’re having a little hissy fit and you need me to tell you this because I see myself in this situation - I do this all the time. I also get angry when it’s easy enough for someone to say yes and bend a rule. But you need to go into it knowing you’re asking for a rule to be bent and the response could be no.
Put yourself in their shoes. Who would you bend rules for and when wouldn’t you? *Everyone* thinks they have a compelling case.
Plus, in this age of social media you could “share” your exception with the world and then everyone would ask for the Turko exception.
Put yourself in their shoes. Who would you bend rules for and when wouldn’t you? *Everyone* thinks they have a compelling case.
Plus, in this age of social media you could “share” your exception with the world and then everyone would ask for the Turko exception.
#72
08-19-2021, 12:23 PM
Why is everyone so stuck on the dealer? It’s just a simple oil change, not creating life. Any shop with a lift and a wrench is capable. They get their oil from the same places. Just specify brand if you like. Only 13,000 miles there’s really nothing else to do. And $300? Did my XJ8 for $85. Would have been less but I called out a name brand. There are things to go to a dealer for but simple routine maintenance is not one.
#73
08-19-2021, 12:30 PM
Veteran Member
I also asked to buy a quart of oil since OEM Castrol Edge Professional is difficult to come by and my service guy handed my a quart of Castrol Edge 0W-20 [not professional] and said that this is what they use. He went on to say that as long as it has the "Dexos" additive, it's what they recommend.
Is this the case? Why would JLR go to the trouble of developing their own oil blend [Castrol Edge Professional] and then not have their dealerships use it?
Is this the case? Why would JLR go to the trouble of developing their own oil blend [Castrol Edge Professional] and then not have their dealerships use it?
#75
08-19-2021, 01:16 PM
Junior Member
#76
08-19-2021, 01:39 PM
You have a gripe but you're placing the blame in the wrong area (the car) and penalizing the wrong person (you). Seems like you love the car, but hate the support? I too feel that way about Jaguars. So why penalize yourself for them. Having owned four different Jag models in the last 30-years, there's one thing I have learned. You have to separate the automobile from the dealer. I NEVER bring any of my Jag's to the dealer for ANY service. Warranty work, OK but, the day it's out of warranty, I'm gone! Jaguar dealers are like most car dealerships, maximizing their profit on every fit and fot. I have loved all my Jag's and feel they are one of the best cars on the road. So, I will continue to own and enjoy them BUT, I will NEVER take my Jag to a dealer for ANY work. Find a good mechanic (the good news here is because so many people feel the same way about Jag dealers, there are plenty of Jag specialists that do great work for fair prices). Find one who specializes on Jag's (not just foreign cars if you're in the States) and use them for all your work. In this way, you win by being able to drive away happy that you own a fantastic automobile without being tied to an overpriced dealer.
#77
08-19-2021, 01:43 PM
Jaguar Land Rover have one of the very best service packages for a new vehicle in North America. Try getting the JLR package with Mercedes or Audi. You may feel the dealer should have been more flexible as this is a small issue --- and I'd agree. But to hold this incident against Jaguar Land Rover seems extreme IMHO. I'd certainly but Jaguar Land Rover vehicle again. Currently own three.
The following users liked this post:
JgaXkr (08-19-2021)
#78
08-19-2021, 01:44 PM
Hello Guys,
Here's my situation,
I have a 2017 Jaguar F-Type R coupe with approx 13000 on the clock. It was purchased new from a Jaguar dealership.
My warranty expired on July 22nd 2021.
I tried to setup an appointment today (8/12/21) to get my final free oil change but I was told they will not do it free and I will have to pay. I explained to the service department that because of the Covid pandemic I didn't take my car out all year because I didn't want to go to unnecessary places as I have an autoimmune disease, so I am very cautious about what I do and where I go. The service manager couldn't help me.
I contacted JLRNA located in Mahwah, New Jersey.
I spoke to a representative and explained my personal health situation, the fact that my autoimmune system is compromised and so, Im very guarded about the things I do and the places I go and I just didn't feel safe going during the month of July to get my final free oil change at the Jaguar dealership. I also explained that from the expiration date to today's date it's only been two weeks past the expiration date and I respectfully asked if Jaguar North America would take this into consideration and honor my final oil change request or possibly give me some type of voucher to pay for the oil change. I was told that they can do nothing for me because of the fact that my warranty expired on July 22nd 2021. It's obvious they take the position of, it's written in stone and nothing can be done and there's no leeway no bending no courtesy consideration and nothing whatsoever.
Jaguar Land Rover North America is willing to leave me with a sour bitter taste in my mouth over a stupid oil change. It is my opinion that they do not give a damn about their customers. They are willing to lose a good customer over an oil change dispute !
On principal alone, I will not purchase another Jaguar Land Rover vehicle in the future. And it's sad because I was seriously considering getting the new Land Rover Defender from my local Jaguar dealership. Now I think not !
Please tell me, am I making something out of nothing or do I have a valid point with my grievance. Please let me know your thoughts.
Thank you kindly.
Here's my situation,
I have a 2017 Jaguar F-Type R coupe with approx 13000 on the clock. It was purchased new from a Jaguar dealership.
My warranty expired on July 22nd 2021.
I tried to setup an appointment today (8/12/21) to get my final free oil change but I was told they will not do it free and I will have to pay. I explained to the service department that because of the Covid pandemic I didn't take my car out all year because I didn't want to go to unnecessary places as I have an autoimmune disease, so I am very cautious about what I do and where I go. The service manager couldn't help me.
I contacted JLRNA located in Mahwah, New Jersey.
I spoke to a representative and explained my personal health situation, the fact that my autoimmune system is compromised and so, Im very guarded about the things I do and the places I go and I just didn't feel safe going during the month of July to get my final free oil change at the Jaguar dealership. I also explained that from the expiration date to today's date it's only been two weeks past the expiration date and I respectfully asked if Jaguar North America would take this into consideration and honor my final oil change request or possibly give me some type of voucher to pay for the oil change. I was told that they can do nothing for me because of the fact that my warranty expired on July 22nd 2021. It's obvious they take the position of, it's written in stone and nothing can be done and there's no leeway no bending no courtesy consideration and nothing whatsoever.
Jaguar Land Rover North America is willing to leave me with a sour bitter taste in my mouth over a stupid oil change. It is my opinion that they do not give a damn about their customers. They are willing to lose a good customer over an oil change dispute !
On principal alone, I will not purchase another Jaguar Land Rover vehicle in the future. And it's sad because I was seriously considering getting the new Land Rover Defender from my local Jaguar dealership. Now I think not !
Please tell me, am I making something out of nothing or do I have a valid point with my grievance. Please let me know your thoughts.
Thank you kindly.
I came back that evening and the young tech that they assigned it to had rewired part of the car! Yes, he had cut wires on my brand new car! He had somehow decided that it was some complicated problem and screwed the car up. So when I drove home, the FOX died in the middle of an intersection so I had to have it towed. The towing company destroyed the horn, and on and on.
I have now made it to 78 because I do stuff myself and because of that I know a lot about cars. Plus it's my car and I'll do what I want with it. I have put a lot of money in the bank by not paying the outrageous dealer charges. And oh by the way, I use Walmart house brand oil even in my last car a '13 Audi S6 twin turbo. I now have an Etron (no oil changes!) and an '18 F type 400 Sport. Thank you for listening.
#79
08-19-2021, 02:13 PM
Hello Guys,
Here's my situation,
I have a 2017 Jaguar F-Type R coupe with approx 13000 on the clock. It was purchased new from a Jaguar dealership.
My warranty expired on July 22nd 2021.
I tried to setup an appointment today (8/12/21) to get my final free oil change but I was told they will not do it free and I will have to pay. I explained to the service department that because of the Covid pandemic I didn't take my car out all year because I didn't want to go to unnecessary places as I have an autoimmune disease, so I am very cautious about what I do and where I go. The service manager couldn't help me.
I contacted JLRNA located in Mahwah, New Jersey.
I spoke to a representative and explained my personal health situation, the fact that my autoimmune system is compromised and so, Im very guarded about the things I do and the places I go and I just didn't feel safe going during the month of July to get my final free oil change at the Jaguar dealership. I also explained that from the expiration date to today's date it's only been two weeks past the expiration date and I respectfully asked if Jaguar North America would take this into consideration and honor my final oil change request or possibly give me some type of voucher to pay for the oil change. I was told that they can do nothing for me because of the fact that my warranty expired on July 22nd 2021. It's obvious they take the position of, it's written in stone and nothing can be done and there's no leeway no bending no courtesy consideration and nothing whatsoever.
Jaguar Land Rover North America is willing to leave me with a sour bitter taste in my mouth over a stupid oil change. It is my opinion that they do not give a damn about their customers. They are willing to lose a good customer over an oil change dispute !
On principal alone, I will not purchase another Jaguar Land Rover vehicle in the future. And it's sad because I was seriously considering getting the new Land Rover Defender from my local Jaguar dealership. Now I think not !
Please tell me, am I making something out of nothing or do I have a valid point with my grievance. Please let me know your thoughts.
Thank you kindly.
Here's my situation,
I have a 2017 Jaguar F-Type R coupe with approx 13000 on the clock. It was purchased new from a Jaguar dealership.
My warranty expired on July 22nd 2021.
I tried to setup an appointment today (8/12/21) to get my final free oil change but I was told they will not do it free and I will have to pay. I explained to the service department that because of the Covid pandemic I didn't take my car out all year because I didn't want to go to unnecessary places as I have an autoimmune disease, so I am very cautious about what I do and where I go. The service manager couldn't help me.
I contacted JLRNA located in Mahwah, New Jersey.
I spoke to a representative and explained my personal health situation, the fact that my autoimmune system is compromised and so, Im very guarded about the things I do and the places I go and I just didn't feel safe going during the month of July to get my final free oil change at the Jaguar dealership. I also explained that from the expiration date to today's date it's only been two weeks past the expiration date and I respectfully asked if Jaguar North America would take this into consideration and honor my final oil change request or possibly give me some type of voucher to pay for the oil change. I was told that they can do nothing for me because of the fact that my warranty expired on July 22nd 2021. It's obvious they take the position of, it's written in stone and nothing can be done and there's no leeway no bending no courtesy consideration and nothing whatsoever.
Jaguar Land Rover North America is willing to leave me with a sour bitter taste in my mouth over a stupid oil change. It is my opinion that they do not give a damn about their customers. They are willing to lose a good customer over an oil change dispute !
On principal alone, I will not purchase another Jaguar Land Rover vehicle in the future. And it's sad because I was seriously considering getting the new Land Rover Defender from my local Jaguar dealership. Now I think not !
Please tell me, am I making something out of nothing or do I have a valid point with my grievance. Please let me know your thoughts.
Thank you kindly.
This would fall into the category of "it would have been nice if they'd said yes," but I certainly wouldn't find that to be grounds for justifying the termination of a business relationship or having negative thoughts or attitudes towards the dealer in question.
The following 2 users liked this post by ryan00:
Doug (08-19-2021),
SouthSider (08-19-2021)
#80
08-19-2021, 03:10 PM
Senior Member
I'm an X308 owner, not an F, but the underlying question remains the same. While I sympathize with the original poster's medical condition as I am caregiver for my disabled wife, he could have called the dealer ahead of time to explain the issue and seek some compassionate extension of that particular service. He didn't. Personally, I'm not going to try to torpedo a business's reputation on something over which I had total control. Like others, I'd suggest learning to do it ones self (I'm in a townhouse with no garage and cannot do work of any substance in our parking lot), or taking it to an independent for a less costly service. I use an indy gas station with someone with a good bit of Jag experience who has helped me over the past two-plus decades with four Jags. For anything that really needs full-time Jag pros, there is a Jag-only shop in my area to which I can turn. And, I will say that on some repairs I've had at the dealer most convenient to me, I've been pleasantly surprised at the way I have been treated, up to and including loaners for up to a week.
To answer the question: yes, I think you're making too much of this. I wouldn't throw them overboard. You may need them down the line as I have.
To answer the question: yes, I think you're making too much of this. I wouldn't throw them overboard. You may need them down the line as I have.