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Discussion Starter #1
Just to let every one know my new XF Portfolio died yesterday. 11 days old and 600 miles with total system shutdown at 70 MPH with engine system failure. Jaguar Assist left me waiting on the side of the road for six and a half hours whilst they tried to source a hire car. Eventually they gave up and got me a taxi 120 miles home.

This is the worst new car experience and road side recovery experience I have ever had in over 23 years motoring.

Anyone else had a problem like this?
 

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Welcome to the forum laeupd :)
I am sorry to read of your experience which I have to say is a new one for me. :(
It is indeed a pity that the first time we hear from you is when you are disappointed with the the service provided by Jaguar Assistance. I can only hope that when your car is restored to you that you will feel able to share stories of a more uplifting nature.
You don't tell us where in the world you are and it would be of interest to us all. There is a facility to provide some detail in the Profile section, as little or as much as you wish. :)
 

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Sorry to hear of your experience :eek: - I am soon to be a first time Jaguar owner - this I do not want to hear. The most disappointing thing was the failure of the Jaguar assist team to sort quickly and efficiently - complex mechanical and electrical machines can always fail but it how it’s dealt with that’s important for me.

We all hear of stories like this and I have my own that occured with my brand spanking new dream BMW car this one was scary and disappointing at the time.

Summer 2006 my BMW X5 was less than 1 week old 200 miles on clock when we left the UK for our normal summer trip to the South of France. The car had a full load plus family (my young son only 1 year old the time) and three mountain bikes on roof. It unfortunately broke down 60km from our holiday destination (complete shutdown /failure) not much fun with a full load and my family including my year old son in 38C heat! The French police were wonderful as was a passing Brit who lived locally we got lots of help. We were recovered eventually by BMW assist to a main dealer where I had to then collect a hire car to continue my holiday in a Toyota Avensis estate diesel. We all took refuge in the BMW showroom where my young son slowly managed to take the show displays apart! The local dealer’s hospitality and service was brilliant he plugged the car in immediately and diagnosed the problem as failed fuel injection computer, this part was ordered and I got my beloved X5 back three days later. This apart yes disappointing but hopefully a one off the car excelled in every other department!! I remained loyal to the brand and the X5 until now!

I think the thing I may miss the most is probably BMW assist as they can pinpoint your exact location at any time via the built-in GPS/cell phone module allowing 24/7/365 contact in the evident of breakdown or accident. In fact in a serious accident the car calls the emergency services automatically. Another feature is the ability to send/upload destinations directly to the car remotely from your Pc/Google maps or by a simple phone call to the assist team - you tell them where you want to go or find and they will download load it to your car immediately

I am assuming that Jaguar assist does not have a similar functionality or does it?

Richard
 

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Discussion Starter #4
I just left BMW and the excellent assist service for Jaguar and as I pointed out the service is far from great.

FYI I am in the UK and was driving from Kent to Plymouth when I broke down on the A303 near Salisbury. Thanks to the police - they did a quick job getting me and my car quickly out of harms way. I hope your purchase is a happy one but please let me know. I have now been given an S Class Merc for a week and I must admit I prefer a working XF any day. The Merc is a brick with way too many buttons. I goes like stink though.

I will keep you all updated on the progress.
 

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Very sorry to hear of your tale. I think Jaguar Assist have got a lot of explaining to do and I hope you get some satisfaction soon to make up for a terrible experience. I use the A303 a lot and can only sympathize as the road desperately needs dual carriage way in the single road gaps.

Re the XF, well that is a new one for me and I can only add to the other comments here in that you appear to have been very unlucky. I have a 2.7d and owned an S-Type 2.7 (same engine basically) before for four years. Whilst I have had the odd glitch over these past four plus years I am happy with my choice of the XF. I looked long and hard at a BMW 5 series but was not impressed by the three BMW dealers, my exisiting Jag dealer was a far better experience all round, and the car I believe is better.

I hope you get your XF back soon and can start enjoying it again without any hitches.

Best wishes...

Twosheds.
 

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Sorry to hear of your experience. My own XF (2.7D) which is from December 2008 hasn't missed a beat so far (touch wood!!!) and the worst 'teething problem' has been a crackle on the radio, which was traced to a loose fibre optic connection at the rear of the set.

However when I had my previous X type I had to call on Jaguar Assistance three times. The first time was a puncture and I had just come back from the osteopath, and so my back was agony and I couldn't face changing the tyre myself. Jaguar Assistance were brilliant then. A Discovery turned up very quickly and had full instruments, etc, on board, and the driver said that he worked exclusively on Jaguars and Astons. All speedily resolved.

However the second time, with a flat battery, Jaguar Assistance sent a local recovery operator who had been subcontracted. Not fantastic - recovered the vehicle to the dealer but if I hadn't tipped the driver to go past my house and drop me off, I'd have been left by the road side. The promised hire car took 48 hours to source.

The third time - another flat battery (my X type had a problem!) and it was the independent again, but they managed to jump start it that time.

I wonder if, since the Ford connection was severed, someone in Jaguar is looking more closely at costs, and the assistance service has been down graded? All very fine until you look at the passage in the Jaguar booklet that you are given after buying the car, where it says quite clearly that breakdowns in the UK will be attended to by a Jaguar trained technician, with diagnostic equipment, approved parts, refreshments, etc etc. Note that it says ‘you will receive’ – not ‘mostly’ you will, or ‘normally’ you will, or ‘we aim to provide’, but you will receive. I got an independent 2 times out of 3...........

I think that someone in Jaguar needs to comment.

It's a great car though - and at least someone lets you into a traffic queue, unlike driving a BMW!!
 

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Tim said:
Sorry to hear of your experience. My own XF (2.7D) which is from December 2008 hasn't missed a beat so far (touch wood!!!) and the worst 'teething problem' has been a crackle on the radio, which was traced to a loose fibre optic connection at the rear of the set.

However when I had my previous X type I had to call on Jaguar Assistance three times. The first time was a puncture and I had just come back from the osteopath, and so my back was agony and I couldn't face changing the tyre myself. Jaguar Assistance were brilliant then. A Discovery turned up very quickly and had full instruments, etc, on board, and the driver said that he worked exclusively on Jaguars and Astons. All speedily resolved.

However the second time, with a flat battery, Jaguar Assistance sent a local recovery operator who had been subcontracted. Not fantastic - recovered the vehicle to the dealer but if I hadn't tipped the driver to go past my house and drop me off, I'd have been left by the road side. The promised hire car took 48 hours to source.

The third time - another flat battery (my X type had a problem!) and it was the independent again, but they managed to jump start it that time.

I wonder if, since the Ford connection was severed, someone in Jaguar is looking more closely at costs, and the assistance service has been down graded? All very fine until you look at the passage in the Jaguar booklet that you are given after buying the car, where it says quite clearly that breakdowns in the UK will be attended to by a Jaguar trained technician, with diagnostic equipment, approved parts, refreshments, etc etc. Note that it says ‘you will receive’ – not ‘mostly’ you will, or ‘normally’ you will, or ‘we aim to provide’, but you will receive. I got an independent 2 times out of 3...........

I think that someone in Jaguar needs to comment.

It's a great car though - and at least someone lets you into a traffic queue, unlike driving a BMW!!
I agree with that but Jaguar will not respond here :(
Better that you write directly to Jaguar at [email protected] and ask them to comment on your experience and on the statement you say is made by Jaguar about the refreshments etc :)
 

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Discussion Starter #8
Hi All,

My car has now been in the garage for 4 working days and they ar no nearer finding out what has caused the problem. I asked specifically for an update each day and this is it.

Day 1 Tuesday - They didn't call me at all so around 16:00 I started chasing. They called me back and confirmed it wasn't working and would be looking at it in more deatil on Wednesday.

Day 2 Wednesday - They called to say they had no diagrams on how the engine worked because it was a new engine and were relying upon telephone assistance from Jaguar head office. So far all they new was that the fuel pressure was way to low for reasons unexplained.

Day 3 Thursday - They called to say that they still had no idea what was wrong and were now exchanging parts with other XF's as a process of elimination.

Day 4 Friday - Failed to call me at all.

All in all it is not looking good and I am a very unhappy customer.

My next post will be tomorrow.
 

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Discussion Starter #10
Saturday Update

Thanks to everyone for the comments and support I have received.

I chased my dealer today and they said sorry for not calling yesterday but they was busy all day. The situation has not progressed, they told me they still have no idea what the problem is.

As a result I have formerlly started the process of rejection and will be contacted on Monday. The situation is now out of the hands of my original salesman who incidently is a good, helpful guy.

I hope Jaguar do the right thing to restore my faith in a heritage brand. I also hope my car is a one off and not part of a large manufacturing / design problem with the 2009 models.
 

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laeupd said:
Saturday Update

Thanks to everyone for the comments and support I have received.

I chased my dealer today and they said sorry for not calling yesterday but they was busy all day. The situation has not progressed, they told me they still have no idea what the problem is.

As a result I have formerlly started the process of rejection and will be contacted on Monday. The situation is now out of the hands of my original salesman who incidently is a good, helpful guy.
Does that mean that you will surrender the Mercedes on Monday :?:
 

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Discussion Starter #12
Not sure about the process but I am sure I will have to surrender the Mercedes upon receipt of my refund. I will post again on Monday once I have an insight into how it works. Any advice from anyone here?
 

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Discussion Starter #13
To add insult to injury I received a letter from the franchise manager at my dealer today (posted yesterday). He hoped that my new XF was everything I hoped and that the service I had received was of a high standard.

I do hope this has a happy ending.
 

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Any news on this one fixed? :shock: Replaced? :eek: Given you an XFR to maintain good customers relations? :)
 

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Dear laeupd; I am rather astounded to hear your situation :( ; This is supposed to be one of the best cars in the world :!: any way hope things work out quickly, I just happen to have a doubt...are we coming across more problems with the diesel XF's in general... or may be the volume of petrol XF's are too low to notice statistically significant issues?...do keep us posted about the progress; once again wishing you all the best.
regards Shalako
 

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Discussion Starter #16
Hi All,

It's now two weeks since I last saw my car and I am getting quite attached to the ride quality of the S Class replacement.

I sent Haguar HQ and my dealer emails followed up by letters this week stating that I had lost confidence in the car and I wanted to return it. I have had no reply as yet.

On Wednesday they told me that Jaguar thinks it is the fuel pump causing the problems and by Friday they were apparently ready to fit it except Jaguar asked them to hold off until they had been sent a picture of the old one. I was told that the repair to the body work scratch caused by the short towing eye was also still to be repaired.

I guess this means at least another week before the car is road worthy but as it currently stands I will not be taking it back anyway.

Please all inspect your towing eyes stored in the boot and complain to your dealer that they a far to short and not fit for purpose. I assure you your cars will get scratched if you breakdown and need to be towed.

I will report back to you all when I have the next update.
 

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Discussion Starter #17
Hi All,

Another bad day I am afraid.

Enterprise phoned and wanted to swap my courtesy S Class for a Jaguar which I assertively refused because I needed the reliability of the Mercedes.

Jaguar head office called me to say that the new fuel pump had arrived but the tool to fit it was specialised and needed to be shipped from Germany. The lady blaimed the credit crunch for this particular inconvenience. Aparrently the tool should arrive at my dealership on Friday.

My dealer later confirmed this story and I lost my cool for the first time since my car died. At this point I demanded a full refund and told them I had no interest in owning an apparently premium car that CAN NOT BE SUPPORTED. The dealers have no wiring diagrams, proper training, spares or the tools to replace a faulty fuel pump. The new engines should not have been released until they are able to be maintained and repaired. My car has become a laboratory and a training rig which I do not back

I also mentioned this forum to both Jaguar and my dealership and told them I had effectively blogged this whole sorrid affair on this forum.

I still have had no formal response to my detailed complaint letters sent over a week ago to Jaguar HQ, my dealer and Jaguar Assist.

Thanks to all of you who have private messaged me with support. I really appreciate some of the comments.

I will update you all again shortly.

Regards,

Paul.
 

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This certainly not the type of post that helps to inspire confidence. Many years ago I bought a new Renault estate 7 seats due to big family. The car and the after sales service were dreadful, and since then I have only bought / leased Japanese for reliability (until 2009)

I would certainly not stand for the car being away from you for that length of time.

I would never buy a Renault again.

Having said all that I suspect you could find the odd car from all manufacturers that has a fault, the hope is:

1 They are few and far between
2 If you do get any sort of fault, it is fixed immediately

Best of luck
 

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Discussion Starter #19
Hopefully this will be one of my last posts.

Jaguar Customer Services arranged for someone in the Executive Office to call me last week. I will not name them on an open forum but they report directly into Jeff Cousins. The conversation was very polite and sympathetic to my concern that week 4 was approaching and we still had no idea when my car would be returned. That was until I was asked what Jaguar could do to keep me as a customer. When I asked for 3 years free servicing and an extra year on my warranty the conversation ended rather abruptly. Apparantly the person felt that we wouldn't be able to do business on those terms and politely drew the conversation to a close.

Thankfully at the last minute my dealer stepped in and offered me either 3 years free service, a new car from the production line, or my money back. After a soul searching weekend and a visit to the BMW showroom I have opted for a new XF to the same spec which will be delivered in June. In the meantime I will either keep the Jaguar supplied S Class or when my xf is finally fixed have that until my new car is ready.

Full credit to my dealer - We got there in the end.

Jaguar HQ - Shame on you!
 

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laeupd said:
Hopefully this will be one of my last posts.

Jaguar Customer Services arranged for someone in the Executive Office to call me last week. I will not name them on an open forum but they report directly into Jeff Cousins. The conversation was very polite and sympathetic to my concern that week 4 was approaching and we still had no idea when my car would be returned. That was until I was asked what Jaguar could do to keep me as a customer. When I asked for 3 years free servicing and an extra year on my warranty the conversation ended rather abruptly. Apparantly the person felt that we wouldn't be able to do business on those terms and politely drew the conversation to a close.

Thankfully at the last minute my dealer stepped in and offered me either 3 years free service, a new car from the production line, or my money back. After a soul searching weekend and a visit to the BMW showroom I have opted for a new XF to the same spec which will be delivered in June. In the meantime I will either keep the Jaguar supplied S Class or when my xf is finally fixed have that until my new car is ready.

Full credit to my dealer - We got there in the end.

Jaguar HQ - Shame on you!
If you must leave us, you must leave us. I am glad that we were able to help resolve this matter for you in the very short period we have known you. :)
However, it would be wrong to let you go without firstly expressing the view that in my opinion the heros here are Jaguar Customer Relations.
You say "Jaguar HQ - Shame on you" , I say that it is most unlikely that , in less than a month you have been offered a new car of your choice without the active involvement of Jaguar, who incidentally, will have paid a not inconsiderable sum supporting you in the past few weeks :)
No, I say three cheers to Jaguar as well :D
 
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