My experience of Marshalls Jaguar of Cambridge:
I first put a deposit down on my i-pace when the prototype was first launched. I didn't want o buy a Tesla, let alone could I afford one. The I-pace was initially rumoured to be aimed at the £50k mark and sounded really promising. I also wanted to be different and not buy a Tesla and also wanted to support a British brand.
The i-pace was officially launched around Spring 2018 if I remember correctly and I was contacted soon after by Marshalls with a delivery date of August 2018. I confirmed my order and was given a delivery date.
Although I realise delivery dates can change I had no reason to suspect it had as I had heard nothing from Marshalls to the contrary. I got the usually updates and with less than a month to go to delivery I put my existing car up for sale. With less than 2 weeks to go I sold it. Then I received an email from Marshalls with 10 days to to go delivery apologising and informing me that my car would be delayed. I later discovered that car had not even been scheduled to be built yet and was now estimating October 2018 for delivery. The then was further delayed to November 2018. While I do not blame Marshalls for the delay itself I don't think it is unreasonable to expect them to keep they eye on delivery schedules as this information is very easily available to them as a dealer. I know this because I was latterly given access to the system myself so I could monitor the progress of my delivery. Marshalls was hardly very apologetic about the delay or the lack of communication from them and it was only after intervention from Jaguar UK themselves that I was provided a loan car until delivery of my ipace on the basis I had sold my existing car with the expectation of imminent delivery of my ipace.
Over the past 2 years I have returned the car to Marshalls 5 times for a significant fault along with other less significant faults that I will list in the technical section. Despite being repeatedly returned for the same fault Marshalls have done little to seek a remedy. Their excuses and reasoning for the fault has evolved over the last two years to a point where they are now claiming this the fault I experience is normal behaviour for the system. Their credibility is weakened by the fact that despite claiming they took the car on several long and extensive test drives to prove they cannot replicate the fault a simple look in the car's journey history shows they basically took it round the block twice over two days.
Notwithstanding the above when my car was with them back in September to have the wheel arch liners finally replaced (after 22 months of ownership and chasing of Marshalls) the car sustained some damage to the bumper. I pointed this out to the dealer when I collected the car and they assured me they would repair it. Having waited until November 2020 for a loan car to be available I returned the car to them to be repaired along with yet another assessment of the adaptive cruise control fault. Having spent a whole day in the body shop according to the service assistant the scratch has barely been repaired and looks as if at best it has had nothing more than a polish.
Despite being assured they will fully repair the damage they caused to my car and escalate the adaptive cruise control fault I experience I have now heard nothing for over a month. I have taken the issue up with Jaguar Customer Services who have also heard little or nothing in response to their numerous emails to the dealer. I appreciate it is a busy time of year and COVID19 is not making things any easier but this is my overall experience of Marshalls. Their communication is appalling, emails and phone calls are not returned and it seems they have little regard for the customer beyond getting the initial sale of a vehicle.
Overall my experience as a customer of Marshalls is very poor and I have to say it makes my very unlikely to ever buy a car from them or Jaguar again. The damage the did to the car when it was with them smacks of a lack of care while the non-existent repair made during a "whole day in their body shop" makes it very difficult to take them seriously. While I understand Jaguar and the dealers are not one and the same from a customer perspective they sort of are with the dealer blaming Jaguar and Jaguar blaming the dealer. Whichever way round it is the net result is the same: a poor customer experience and a faulty car that never gets resolved.
I first put a deposit down on my i-pace when the prototype was first launched. I didn't want o buy a Tesla, let alone could I afford one. The I-pace was initially rumoured to be aimed at the £50k mark and sounded really promising. I also wanted to be different and not buy a Tesla and also wanted to support a British brand.
The i-pace was officially launched around Spring 2018 if I remember correctly and I was contacted soon after by Marshalls with a delivery date of August 2018. I confirmed my order and was given a delivery date.
Although I realise delivery dates can change I had no reason to suspect it had as I had heard nothing from Marshalls to the contrary. I got the usually updates and with less than a month to go to delivery I put my existing car up for sale. With less than 2 weeks to go I sold it. Then I received an email from Marshalls with 10 days to to go delivery apologising and informing me that my car would be delayed. I later discovered that car had not even been scheduled to be built yet and was now estimating October 2018 for delivery. The then was further delayed to November 2018. While I do not blame Marshalls for the delay itself I don't think it is unreasonable to expect them to keep they eye on delivery schedules as this information is very easily available to them as a dealer. I know this because I was latterly given access to the system myself so I could monitor the progress of my delivery. Marshalls was hardly very apologetic about the delay or the lack of communication from them and it was only after intervention from Jaguar UK themselves that I was provided a loan car until delivery of my ipace on the basis I had sold my existing car with the expectation of imminent delivery of my ipace.
Over the past 2 years I have returned the car to Marshalls 5 times for a significant fault along with other less significant faults that I will list in the technical section. Despite being repeatedly returned for the same fault Marshalls have done little to seek a remedy. Their excuses and reasoning for the fault has evolved over the last two years to a point where they are now claiming this the fault I experience is normal behaviour for the system. Their credibility is weakened by the fact that despite claiming they took the car on several long and extensive test drives to prove they cannot replicate the fault a simple look in the car's journey history shows they basically took it round the block twice over two days.
Notwithstanding the above when my car was with them back in September to have the wheel arch liners finally replaced (after 22 months of ownership and chasing of Marshalls) the car sustained some damage to the bumper. I pointed this out to the dealer when I collected the car and they assured me they would repair it. Having waited until November 2020 for a loan car to be available I returned the car to them to be repaired along with yet another assessment of the adaptive cruise control fault. Having spent a whole day in the body shop according to the service assistant the scratch has barely been repaired and looks as if at best it has had nothing more than a polish.
Despite being assured they will fully repair the damage they caused to my car and escalate the adaptive cruise control fault I experience I have now heard nothing for over a month. I have taken the issue up with Jaguar Customer Services who have also heard little or nothing in response to their numerous emails to the dealer. I appreciate it is a busy time of year and COVID19 is not making things any easier but this is my overall experience of Marshalls. Their communication is appalling, emails and phone calls are not returned and it seems they have little regard for the customer beyond getting the initial sale of a vehicle.
Overall my experience as a customer of Marshalls is very poor and I have to say it makes my very unlikely to ever buy a car from them or Jaguar again. The damage the did to the car when it was with them smacks of a lack of care while the non-existent repair made during a "whole day in their body shop" makes it very difficult to take them seriously. While I understand Jaguar and the dealers are not one and the same from a customer perspective they sort of are with the dealer blaming Jaguar and Jaguar blaming the dealer. Whichever way round it is the net result is the same: a poor customer experience and a faulty car that never gets resolved.