Loan vehicle under warranty

Forum for Jaguar Customer Relations
glennonp
Posts: 3
Joined: Fri Dec 27, 2019 3:08 am
Location: UK

Loan vehicle under warranty

Post by glennonp » Fri Aug 21, 2020 1:32 pm

My 10 month old iPace has been at the dealer for 8 days with an AC charging fault. Despite being under warranty, they will not give me a loan vehicle because they “don’t have a diagnosis”. They haven’t even looked at the car for the last 2 days and will not return my calls! Jaguar customer service say they are looking into it but no solution forthcoming. Has anyone else had this experience? Can anyone advise me please?

Sparky2021
Posts: 25
Joined: Mon Feb 10, 2020 12:20 pm
Location: UK

Re: Loan vehicle under warranty

Post by Sparky2021 » Fri Aug 21, 2020 2:47 pm

Yes my i Pace was delivered no car charger cable so had to wait 2 days for that then air con not working car only one day old booked in garage and was advised that there's is no courtesy car available for 3wks
since then car has been back again got it back still same problem so booked in again and has been in for 7 days so from new I have done more miles going to and from garage than personal miles and been garage more days than I have had it and not able to use for 11 days and still offered other same story non available for wks then what really annoyed me I was advised if one was available I would have to pay £25 car ins well Jaguar I am going to pick car up today and if I have same problem I want a full refund from a really pissed of customer

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JOCK55
Posts: 2
Joined: Mon Aug 17, 2020 10:28 pm
Location: Inverness-Shire

Re: Loan vehicle under warranty

Post by JOCK55 » Tue Aug 25, 2020 12:55 pm

I booked my car in for its 2 year service last week and tried to book a courtesy car as usual. They advised that they are no longer handing out courtesy cars, but they could give me a discount code for a hire car! As I do not live too far from the dealer (+/- 5 miles) I asked for a lift home from one of their drivers while they have the car. This was met by howls of derision as I was advised that their drivers were not allowed to carry passengers due to the COVID-19 risk. Is this the JLR service we paid for????
A Jaguar owner (MY19 F-Pace). Just lurking here prior to making the purchase decision on an I-Pace. May take a few years yet!!!

Abu Dhabi Dude
Posts: 976
Joined: Sun Feb 02, 2020 9:34 pm
Location: United Kingdom

Re: Loan vehicle under warranty

Post by Abu Dhabi Dude » Tue Aug 25, 2020 2:00 pm

JOCK55 wrote:
Tue Aug 25, 2020 12:55 pm
I booked my car in for its 2 year service last week and tried to book a courtesy car as usual. They advised that they are no longer handing out courtesy cars, but they could give me a discount code for a hire car! As I do not live too far from the dealer (+/- 5 miles) I asked for a lift home from one of their drivers while they have the car. This was met by howls of derision as I was advised that their drivers were not allowed to carry passengers due to the COVID-19 risk. Is this the JLR service we paid for????
I think you need to change your signature! :lol:

scm
Posts: 1105
Joined: Fri Jan 18, 2019 1:11 pm
Location: Southampton

Re: Loan vehicle under warranty

Post by scm » Tue Aug 25, 2020 5:39 pm

JOCK55 wrote:
Tue Aug 25, 2020 12:55 pm
Is this the JLR service we paid for????
You might have to blame Nicola for that. We didn't pay for Covid-19, either, but we got that. :?

Crazymind
Posts: 90
Joined: Tue Jun 23, 2020 7:05 pm
Location: Glasgow/Scotland

Re: Loan vehicle under warranty

Post by Crazymind » Tue Aug 25, 2020 6:52 pm

Well, when my wife had a Mini, the dealer had the car picked up from home and delivered after service...
I usually get a taxi when I leave my Jag for service...
Jag is one of the worse customer service...it’s well known. I made peace with this. I like their car and I will buy their products regardless of poor service... the day I want better service I ll get a Lexus.

fa147
Posts: 1156
Joined: Thu Aug 08, 2019 1:25 pm
Location: London / United Kingdom

Re: Loan vehicle under warranty

Post by fa147 » Tue Aug 25, 2020 7:08 pm

JOCK55 wrote:
Tue Aug 25, 2020 12:55 pm
This was met by howls of derision as I was advised that their drivers were not allowed to carry passengers due to the COVID-19 risk. Is this the JLR service we paid for????
I guess you might feel differently if as were the JLR employee that had to give a stranger a lift home after they just dropped their car...

I had written a long rant in reply to your comments, but perhaps it's best to say "Put yourself in the shoe of the PERSON you'd ask to give you a lift home, would you do it?".
I-Pace MY20 HSE, Corris Grey, Ebony/Ebony Interior, 20” Grey & Diamond Turned, Panoramic Roof
IMC: S20B1_20.30.2-578440 | Telematics: 16.2 | Map 08.030.0112.0153
Home Charging: Zappi 2.0 | I-Pace Member's Map: https://bit.ly/3cCU3Ei

ianipace
Posts: 199
Joined: Sat Nov 09, 2019 9:11 pm
Location: Cardiff, UK

Re: Loan vehicle under warranty

Post by ianipace » Mon Sep 07, 2020 7:52 am

fa147 wrote:
Tue Aug 25, 2020 7:08 pm
JOCK55 wrote:
Tue Aug 25, 2020 12:55 pm
This was met by howls of derision as I was advised that their drivers were not allowed to carry passengers due to the COVID-19 risk. Is this the JLR service we paid for????
I guess you might feel differently if as were the JLR employee that had to give a stranger a lift home after they just dropped their car...

I had written a long rant in reply to your comments, but perhaps it's best to say "Put yourself in the shoe of the PERSON you'd ask to give you a lift home, would you do it?".
fa147, you did well not posting your rant as I doubt it would have held water!
it is rather non argument by the dealer as taxis, mini cabs and uber are transporting people around every day! As long as the driver and customer wear masks and the vehicle is sanitised after the trip then I fail to see why the dealer can't offer the service.
Maybe it is more 'can't be bothered'?

With respect to loan cars, a car that comes in for warranty work is valeted inside and out before being returned to the customer, so a little more effort on the inside will sanitise to a safe standard when a loan car is returned!

There are plenty of JLR dealers who are offering loan cars and/or lifts home. Stratstone would appear to be a chain of dealers who don't, Grange in Swinden are!

JLR should make sure that their dealers ALL offer similar services and to the same standard.

Stay safe

Ian
MY2019 SE in Caesium Blue. Panoramic roof and 20" wheels. Ohme Smart charger.

scm
Posts: 1105
Joined: Fri Jan 18, 2019 1:11 pm
Location: Southampton

Re: Loan vehicle under warranty

Post by scm » Mon Sep 07, 2020 9:41 am

ianipace wrote:
Mon Sep 07, 2020 7:52 am
There are plenty of JLR dealers who are offering loan cars and/or lifts home. Stratstone would appear to be a chain of dealers who don't, Grange in Swinden are!
Inchcape Southampton also offer loan cars, but they do tend to be booked well in advance.

ianipace
Posts: 199
Joined: Sat Nov 09, 2019 9:11 pm
Location: Cardiff, UK

Re: Loan vehicle under warranty

Post by ianipace » Mon Sep 07, 2020 5:24 pm

Booking a loan car well advance I can totally accept as there are fewer staff on site due to Covid restrictions to organise everything.
To not offer any car or lift is just bad service, so well done Inchcape!

Name and shame/praise?

Stay safe

Ian
MY2019 SE in Caesium Blue. Panoramic roof and 20" wheels. Ohme Smart charger.

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