So this is a two part posting. The first part only slightly related to the second part. I've owned my 2006 XK8 for 3.5 years now. The car has been a great car. But the Jaguar service departments have been a disaster. I live in Los Angeles, so I have dealt with 3 different Jag dealers, and each one just seems to be incompetent at fixing minor issues on the car.

So this story starts a few months ago. I took the car in because a) The steering column tilt wasn't working. b) The air conditioner wasn't keeping the temperature steady. c) Under very light driving there was a clunk when the car came to a stop, and a similar clunk when lightly accelerating away from a stop.

The dealership kept the car for 5 days. In that time they said the AC master controller was bad and they needed to order a part. They reset the steering column to a new memory setting. And that the car needed sway bar bushings before they could further locate the clunk.

Needless to say reprogramming the memory did not help the steering wheel tilt issue. I replaced the sway bar bushings and the clunk didn't go away. However, while the car was up on the jack for the sway bar bushings I was able to grab the driveline an twist it and duplicate the clunk (repeatedly).

Now jump forward. The dealership calls about 5 weeks ago. They have the AC part in stock. But they are backed up and need the car for a week. So I wait. Then they call 3 weeks ago that the shop is empty and they can take care of the car in a day.

So I drop the car off. Same issues a) Steering Wheel Tilt b) AC Issue C) Clunk. In addition for the last 2 months the car is going through about a liter of coolant a month, with no leakage showing anywhere.

I drop the car off on a Tuesday morning. I'm given a rental car (at my cost). The service writer who takes my car in says it should be a couple of days. My normal service writer is out of the shop. On Tuesday evening my service writer calls and and tells me that his team is really backed up, and they won't be able to work on my car till Thursday. Since the car is running fine, I offerred to pick the car back up and bring it in when they weren't backed up. But the service writer says they should have the car done for the weekend.

On Friday evening the service writer calls and tells me that the Steering tilt motor is burned out, that they can't duplicate the clunk, and that the leak is the thermostat housing.

So on Monday morning I go to the dealership to show them how to create the clunk. They put me in the car with their head manager/engineer. In the driveway of the dealership I get the car to clunk. Driving out of the driveway I repeat the clunk 3 times. We drive around the block and the clunk is evident. The head engineer says he hears it coming from the back end and he now know what to talk to the technician about.

So I leave the dealership. I don't hear a peep from the dealership for the next 2 days. On Thursday I email the service writer asking for my cars status. He emails back that all the parts have arrived and the car will be done early Friday afternoon (before xmas).

So on Friday before Xmas at 2pm I call the dealership and have to leave a voice mail. 90 minutes later I get a return call, that the AC module they installed is bad and that the car won't be done for the weekend. I at this point was at the dealership expecting to pick up my car. So the service writer offers to put me into a Jaguar rental car for the weekend.

So, now I am at the dealership and the service writer is showing me all these invoices for parts for my car, two AC modules at $1400 a piece, a $450 steering tilt motor. When I ask about the clunk he tells me they think its the differential but they haven't diagnosed it yet. At this point they have had the car for 11 days. They bring the car down, so I can get some Christmas presents out of the trunk. And when the car arrives it is obvious ZERO work has been done to the car in 11 days.

So the service writer tells me that they have all the parts and the car will be finished on Monday after Xmas, with the exception of the differential, which if that's the problem they will have to order it and they will give me my car back till it comes in.

Now (today), its Thursday mid-day. Needless to say I haven't heard a single word from Jaguar regarding the status of my car.

There was nothing major wrong with the car, and they have now had the car for 16 days this time and 5 days the prior trip. I am so frustrated with the service. Even though everything is covered by Warranty, it still seems ridiculous that it has taken over 2 weeks and they aren't giving me status updates on the car.

I have the Jaguar Select Edition warranty.

Now here is where the story changes topics a little bit. When the 2010 XKR came out I decided that that was my next car. I figured at the end of 2012 or early 2013 I could get one off of a lease and that was my plan. The thought of the 510hp in the topless Jag just sounded nice.

So last Friday when I went to the dealership they exchanged my rental car that I had had for 11 days with a demo Jag. I would like to point out that the dealership did pay for the 11 day car rental.

So they gave me to drive for the weekend, a 2012 XF Portfolio. I had driven a 2008 XF a few years back and thought it was a nice car. But this 5 liter XF is just awesome. I have been driving the car for almost a week now, and just can't believe the performance of this sedan. The car is amazingly quick, its stunningly responsive. The only issue I have is when in the Dynamic and Sport mode, pedal to the floor accelerating - the shift from first to second is slow. But the car is flying getting to the slow shift. And the power on the freeway, from 70 to 100+ is just a few seconds.

The Portfolio interior with the two tone stitching is nice. I miss the wood of the older jags, but I have to admit the new technology and whistles and bells are really nice.

I think an XK with this drivetrain would be an awesome car, and the thought of going to a new XKR doesn't seem to be as much of necessity.

I am curious if anyone else has driven this new power train and what their thoughts are...

Dave

 

o2manyfish,

Ye Gods, they sound like a right bunch of incompetent con artists. Clearly they have absolutely no idea as to what is or may be wrong with your car. The service writer is either an automaton repeating what he is programmed to say by someone else, or he is a bald faced liar. Either way, I wouldn’t take his word that he had matching socks on without visually checking for myself.

The steering column tilt is a common enough problem for which we have not come up with a simple solution. Because the damned motor runs every time you put the key in or out of the ignition, it suffers.

The aircon fault sounds to me like either (a) an erratic thermostat signal or (b) a partially blocked TX valve. Neither should be expensive. The TX does require a de-gas/re-gas of the system, but I’d put my money on the thermo control feeding an erratic signal to the computer. It could be the A/c computer feeding duff info to the BeCM, but given that they claimed the replacement A/c computer was faulty, I’d suspect something much simpler.

The clunk could be a little slack or slop in the pinion/crown gear in the diff which could be caused by a worn pinion bearing, or it could be in a universal joint. I’d take the car to an independent differential specialist for an opinion. If it’s fixed smartly, (couple of hours work) no great harm will have been done sofar. If it’s left, then in time the pinion/crown assembly could suffer some. It could also be just bushings such as the sway bar bushings, again, the diff specialist would probably spot that just as a general knowledge practical mechanic.

Clearly, the moment you revealed to them that you were thinking of an upgrade, their attitude changed together with the sudden appearance of $$$ signs in their eyes. To them, you are just a pile of dollar bills waiting to be pushed over into their wallets. I’d extract everything I could out of them, and afterwards ‘vanish into the ether’.

I know it’s probably a pipe dream but there just might be a smaller dealer out there somewhere who does care about his customers.

Cheers,

Languid

 

There's no way I'd consider buying a car from that dealer after the experience you've had with their service department.

 

They don't have any idea of my intentions. And I would never buy a car from them. They happen to be the largest Ford Dealership in the US. And supposedly the largest Jag / Aston Martin dealership.

But the quality of workmanship and the customer service is just ridiculous. As I said I have been to 3 different Jag dealers, and this is the closest to get incompetent service from. The car is under extended warranty through May of 2012. Then I will be done with them... until the next Jag

 

Dave,

Are they charging you money for any of this work?

I ask because I also have a 2006 with the Jaguar Select Edition Warrantee. I also bought another couple of years warranty from the dealer on top of that.

Good luck with all of this.

Jack

 

I reckon I'd get my next Jag from 'out of town'. Even as far as a day and a half's drive!! Better still, I'd also buy the out of town dealer's 'demo' car - it's more likely to have been thoroughly checked & tested, than a new one off the floor.

cheers,

Languid

 

There's an old saying about repeat car buyers. Some dealers have never heard it...or ignore it.

"Sales department sells a person his *first* Jaguar. Service department sells him all the others."

Where "Jaguar" is used you can insert BMW, Buick, Ford, Honda, or any other.



Cheers
DD

 

Have to agree with Doug.

My father was a foreign car service manager for twenty years and then went on to be a service rep for Heavy Earth moving equipment for another twenty...he made every dealership a fortune in repeat buys.

Fisher we sadly all have horror stories about car service these days....there are some treasured honest knowledgeable shops out there but they seem to be the exception....in fact I can't recall the last time I was not on the losing end of car work....wait it was 7 years ago in an independent Volvo shop in New Mexico.

Good luck with your 'troubles'.

Let us know how it turns out.

Lanquid that is a very interesting idea you had about demos I have always steered clear of them because most drivers are so hard on demo cars, intentionally or incompetently.

Seems you have bought more cars than me though so I will have to rethink it.

cheers,

jj

 

I've never worked at a Jag dealer....but I spent 30+ years at many others: Cadillac, Chev, Olds, Subaru, Chrysler, Suzuki....blah blah blah

In my experience the only special treatment dealer demonstrators get is frequent washing and waxing...and a perpetually refilled gas tank. :-). Naturally, though, if there was a problem, the car was scooted over to service for correction.

If the demonstrator in question was used by the dealer principal himself then it probably had extra coats of wax :-). The dealers I worked for didn't fuss too much. If there was a major problem, he'd simply use a different car. Any small glitches and adjustments were usually made after he was done using the car, but prior to it being prepped for retail sale.

Demonstrators used by the dealer's wife or kids were generally beat to hell. After a few months it was rotated out and given to service department with the instructions "Make it like new" with the dealer gnashing his teeth a bit...knowing it was gonna cost him some money :-)

All of the above carries the "in my experience" proviso. Things might well be different at a high-end dealer selling Jaguars....and policies vary from dealer-to-dealer regardless of brand.

Cheers
DD

 

Well they called this morning to say the car was ready. It's been at the shop 17 days. I then found out that they need to replace the differential, and are waiting for parts. So I need to pick up the car today, and then bring the car back next Tuesday or Weds when the differential arrives.

When I got to the dealership I sat down with the service manager to voice my frustration with the performance and communication. He looked through the service work and agreed the car was in the shop for way too long for this visit.

So I picked up my car, drove it home, get home and as I am walking up the driveway I notice the fenders are scuffed scratched. Over both front wheel wells there is significant scuffing and scratching about the size of an envelope. It doesn't continue over the hood, so it appears they forgot to put on the protective fender blankets while working on the car.

Called the dealership ASAP and took photos immediately. Just another headache to deal with, and once again a wonderful car with just horrible service.

 

"Over both front wheel wells there is significant scuffing and scratching about the size of an envelope."

There is no reason for this Especially at a Jaguar Dealership!!! New Paint,,, EXCEPT NO LESS...

"so it appears they forgot to put on the protective fender blankets while working on the car."

I had the PBTW make me fender covers specifically for HER car,,, I keep them in the boot in their own case,,, Free from any dirt,,,

Unfortunately even using the fender covers that the shops use don't always help,,, They wind up dropping them stepping on them,,, picking up all kinds of SH*T and they do not have the common sense to clean them before they put it on your car...

Your scratches seem to resemble those that would be made from a dirty gritty (did he say Grits??) fender cover... Looks like it might be a constant movement back and forth (leaning on and off the fender cover) Not a belt scrape or tool scrape... Ask to see the techs fender cover and rub your hands on the felt side,,, Betcha its Gritty...

 

Arrrghhhh! Wow, you've been thru the wringer.

If you go over the edge any jury would call it justifiable homicide :-)

Cheers
DD

 

Doug, I knew there was another reason to take the gun out of the car when I drop it off for service

 

Noooooooooooooo!!!!

This guy knows how you feel.

Ultimate Dog Tease - YouTube

I'll defend you for free if you take Doug's advice.

Know exactly how you feel...last year a Volvo dealer misdiagnosed the V70R's drive train problem as needing a new steering rack and bevel gear for the four wheel drive.

Told me everything was fixed and fine no less than nine times, three times each by the mechanic, salesman and owner.

Paid my €2,500 by credit card and within a block it was making exactly the same noise as before.

Was back in less than five minutes and the owner refused to refund my money or remove the useless installed parts but offered to install a used driveshaft from a car on the lot or get this just disconnect the drive shaft and make it a front wheel drive car permanently.

After calling the guy a thief drove directly to another dealer who correctly figured out that it needed a new drive shaft and another 1,000 bucks later it was fine.

Before anyone says you should have stopped payment on the credit card....I called them five minutes after the owner refused a refund. Turns out that Swiss CC's companies don't do that....my problem....stopping the card is not an option here since they hold a reserve in your bank account for just such occasions.

I feel for you man.

Good luck getting the paint right.

cheers,

jj

 

Hey Dave,

I guess we are like two ships that must keep passing each other unbeknownst in the night in Encino.

I have no particular advice regarding the technicalities of the servicing but I can say you are doing nobody any favors by protecting the identity of the dealership--obviously Galpin?

When I get good service I am eager to pass along the information to others. Like the Acura we recently bought for my wife from a dealership in northern California--Hansel Acura. This was by far the most pleasurable and painless car buying experience I have ever had and I passed this along on several online forums. Ditto if I get burned by a company I have no problems passing along that information as well to protect others.

Just sayin'

Doug

 

Well the incompetency continues...

After all that time, and them making a big deal about spending 2800 on 2 different AC modules, I put the top down on the car (its was 80+ here today) and as the sun started to set I turned the heat on.... NO FRICKIN HEAT !!!!

The car blows the same cool air from Lo all the way to 90. When you hit Hi it starts to blow warm air, but its only warm not hot. My passenger said that the vent near the passenger door was blowing about 10 deg warmer than the center vents.

Doug, Yes it is Galpin I was just trying to be polite about the situation

Dave

 

Oh dear lord. I'm calling 911 right now!

Monday's headline:

"Crazed Jaguar Owner Runs Amok at SF Valley Car Dealership"

" LAPD SWAT Team On Scene"

"Outlook grim for dealer service personell taken hostage"



Cheers
DD

 

I have also been "forced" into continuing to use Galpin since the car had come with a couple of years on the SE warranty and then that expired and I picked up an aftermarket MBI policy (which actually is pretty good). I needed to have something done under that MBI policy (I forget exactly what but I think it was due to my occupancy sensor light always being on) and I figured it would be less hassle to just bring it to Galpin. It turned out their outrageous hourly rates are beyond what the MBI normally covers but apparently there is some adjustment that can be made that results in less out-of-pocket pain.

Unfortunately, the downside of owning a Jaguar in the San Fernando Valley is the lack of dealers (as you probably know there is Hornburg in Santa Monica, another one way out in Thousand Oaks, and Rusnak in Pasadena). I have heard decent things about the independent shop on Woodman near the 101 but the most convenient for me is Rene over on Wyandotte. I have not actually done any servicing there yet but based on my couple of visits to his shop and talking with him, the guy gives me a lot of confidence. I believe that my MBI policy would permit me to use an independent (I am sure they would welcome not having to pay Galpin hourly fees) so I may start transitioning my servicing to Rene.

I have not had the bad luck you have had with Galpin but I do have to say that the repairs consistently seem to take longer for some reason. The experience you are having is reminiscent of the servicing I got from Center BMW back when I had a 325. Those guys were just incapable of fixing anything right the first time and generally broke something else in the process. Gee, I wonder if the Galpin mechanics went to the same school?

After you are over and done with Galpin, it would probably serve a purpose to call up Jaguar's national customer service in New Jersey and document your experiences with them.

Doug

 

An update for those that were following this. I took the car back in on Monday January 9th. They were supposed to fix the heater, replace the differential, polish out the scratches they put on it and diagnose for the 3rd time the falsing alarm.

They called me after 2 days to say that they had found the alarm issue, but had not found the heater issue.

They called me after 5 days to say that they tested the car, and changed the heater valve body but this didn't resolve the problem. They then told me that they had now changed all the parts to the heater / AC system and couldn't spend any more time diagnosing the problem. I said this was unacceptable (and remarkably kept my cool during the conversation. So on Friday at 4:30pm they requested that I return the rental car and pick up the car cause they didn't know what to do.

10 minutes later they called back to say they were going to escalate my car to a 'Senior' technician, but they didn't think they would have my car done on Friday evening.

On Tuesday of this week (7 days of shop time) they called to say they were still working on the car. On Weds I called the shop manager to complain. He called me back to say the problem was elusive and they had yet to resolve it.
On Thursday morning, (9 days of shop time) they called to say they were replacing the heater core and the parts would be in at noon.
Now its Friday night, and I never go an update from them... How hard is it to determine why the car isn't heating the cabin after they changed the AC module ?

 

The heater core will most likely fix the problem, the other main failure would be the auxiliary water pump. That is a fairly common problem. If the heater core is clogged or the pump isn't sending coolant to the core, then there won't be enough heat to overcome the cold from the evaporator as air is blown across it.