Dealers!

E

Eco_Friendly

New member
I suspect this has come up many times before, but i'm amazed at how bad some dealers are.

I researched auto trader for the car that i wanted (2019 v6S AWD) and probably spoke to 6 or 7 dealers, found the car but it was a 5 hour drive from my house so i had to do the leg work with emails and phone calls.
When i finally got hold of the dealer they sent me the specifications for the wrong car and the vdeo was of another one! Anyway finally agreed the price on the right car after getting a price for one of the others. Waited 2 weeks for the car to go through the 'workshop' and get valeted.
So car arrives on a flat bed .. looks sunning of course!
Turn the key ... great sound ... and ... what's this on the display 'Service Required'
So had to wait for a few days to arrange for the car to go back which in the meantime I discovered the wheels had patches of 'shine' missing (I guess they were polished but removed a lacquer coating or something). There were cumbs in the cup holders and the sale sign was in the boot!

During the whole process, i could rarley get hold of the sales chap and had to rely on whatsapp and email, usually with no confimation that they received either.
Anyway car came back with a slightly improved wheel finish and service had been done. Love the car but pretty disappointed in the whole 'customer journey'

My local dealer didn't even bother coming back to me when i was looking
There were a few dealers, i guess 3 that were proactive and very helpful, unfortunately they didn't have the car!
A shout out to Jon Greenwood at kentdale for being the most proactive and helpful.
 
I’ve had interactions with 3 dealers this year, all from different groups, and all have been rubbish.

Forgotten appointments, no returned calls when promised, lack of knowledge of their cars, incorrect servicing, poor prep and cleanliness, etc.
Fingers crossed I can find a decent Independent and maintain the warranty.

We brought it up with the Brand Ambassador (who was excellent) at Fen End. It seems that the franchise model of car dealerships means you lose some control over the customer experience.
 
it is unfortunately common with most brands being a 'premium' marque doesn't always mean better customer service, i bought a new tiguan a couple of years ago when i got it home there was a piece of trim missing in the boot, the oil cap was missing spraying oil over the engine bay and 2 dust caps missing off 2 wheels. bought a new focus st and picking it up it had a 2'' scratch on the bonnet which the salesman must have seen.
the ftype which was an approved used car was supposed to have had the sat nav updated, a service done before collection which were all missed, the diff oil change on previous service had been missed and some paintwork i asked to have done had to be rectified, there was overspray on wheels which had to be polished away while i had to wait in showroom! on top of this salesman told me it was a 2 owner car but when i got the V5 i was the 4th. that said, i love the car.
 
That's bad

Isn't there supposed to be a 22 point check??
Perhaps it goes like:
Coffee.. . Check
Chat up receptionist .. check
Surf the web ....check

Etc
 
165 point check!

https://pictures.dealer.com/jagtestid/2afc60030a0d02b701665a0dd11077b4.pdf?_ga=1.221418072.1517745277.1449158758
 
Whilst it may be a too long a drive for you, Matford Jaguar in Exeter are first class when it comes to spares and servicing: https://www.jaguar.co.uk/retailers/matford-exeter.html

I know of two forum members that I have referred, and the feedback has been really positive - about time I got shares ;-)
 
Tel said:
Whilst it may be a too long a drive for you, Matford Jaguar in Exeter are first class when it comes to spares and servicing: https://www.jaguar.co.uk/retailers/matford-exeter.html

I know of two forum members that I have referred, and the feedback has been really positive - about time I got shares ;-)
Click to expand...
Or at least Exeter shopping vouchers for NA 😁😁
 
JurassicF said:
Tel said:
Whilst it may be a too long a drive for you, Matford Jaguar in Exeter are first class when it comes to spares and servicing: https://www.jaguar.co.uk/retailers/matford-exeter.html

I know of two forum members that I have referred, and the feedback has been really positive - about time I got shares ;-)
Click to expand...
Or at least Exeter shopping vouchers for NA 😁😁
Click to expand...

Oh, you will be her fave now!

I'll copy and paste this thread and send it to them ;-)
 
Tel said:
Whilst it may be a too long a drive for you, Matford Jaguar in Exeter are first class when it comes to spares and servicing: https://www.jaguar.co.uk/retailers/matford-exeter.html

I know of two forum members that I have referred, and the feedback has been really positive - about time I got shares ;-)
Click to expand...

Tel, I think I will be going to Exeter for my servicing too after all the positive reviews! So make it 3
 
GusA said:
Tel said:
Whilst it may be a too long a drive for you, Matford Jaguar in Exeter are first class when it comes to spares and servicing: https://www.jaguar.co.uk/retailers/matford-exeter.html

I know of two forum members that I have referred, and the feedback has been really positive - about time I got shares ;-)
Click to expand...
Tel, I think I will be going to Exeter for my servicing too after all the positive reviews! So make it 3
Click to expand...
You won't regret that decision.
 
i've bought a few cars from Matford and used them for service (Roger Young is good also)
However this is the local dealer who made zero effort on the F Type front.
 
Unfortunately, my Jaguar dealer experience for sales and service has been less than impressive. Bought my MY2018 V6 AWD F-Type from E. Midlands. After the test drive I gave the car a brief once-over - after all, they have done a multi-point check so I trusted them. In the first few days after arriving home I found oil overfill, bulge in front offside tyre wall, deep cut down to the chord in the rear offside tyre, and cuts to the leather on the side of the driver's seat. It took the efforts of a wonderful lady at Jaguar and many phone calls to get compensation to rectify these problems. Since then, the car has been faultless.

My first (the car's second) service was at a Jaguar delaership in Wiltshire. £429 for an oil change and pollen filter. (!!) When I arrived home, I was curious to do a few checks - oil overfill (again!) The car was dragged back to the dealer on a flatbed truck. The delay ruined a planned holiday. Response from the dealer? The silence was deafening. No apology, nothing. They had my money and I felt truly ripped-off. I wrote to the business manager, explaining what had happened and my disappointment. I even suggested a draft of what an apology might look like. Get this - they copied it, signed it, and sent it back to me! Unbelievable. I've recently been informed by Google that my one-star review of this outfit has been seen by 500 people.

On to H251 - a complimentary InTouch software update. I chose a Jaguar dealer in N. Somerset. The car was off the road for four days, and the day after I arrived home, the battery was flat. Obviously an incorrect OBD port shutdown. I reset and recharged the battery and wrote to the dealer about the ODB problem. They couldn't be arsed to reply. Not impressed.

The good news is that I use an independent Jaguar garage (Mike Allen Services) in Swindon and their service has been brilliant. Pleased I've found someone I can trust.
 
Main dealers get business because people think they have to use them. Independents get business because they're trusted to do a good job - if they don't they won't have any customers. Mine works on the principle that it takes years to build a reputation and minutes to lose it.
 
Thanks sirjagalot.

Mike Allen Services is definitely on my radar now. Its a nice drive from Weymouth.
 
scm said:
Main dealers get business because people think they have to use them. Independents get business because they're trusted to do a good job - if they don't they won't have any customers. Mine works on the principle that it takes years to build a reputation and minutes to lose it.
Click to expand...

Generalisation of course and perhaps more applicable to the larger national dealerships, but there are exceptions

There are independent main dealer such as Sturgess of Leicester who provide amazing service. They looked after my previous Jaguars and early years of current F Type, even driving past 2 other main agents to collect and return my car. They attend charity events and club meets just to show support to customers and much more
 
cj10jeeper said:
scm said:
Main dealers get business because people think they have to use them. Independents get business because they're trusted to do a good job - if they don't they won't have any customers. Mine works on the principle that it takes years to build a reputation and minutes to lose it.
Click to expand...

Generalisation of course and perhaps more applicable to the larger national dealerships, but there are exceptions.
Click to expand...

I didn't say main dealers were all bad, just how they tend to get business. Not a generalisation at all, despite your inference. ;)
 
scm said:
cj10jeeper said:
scm said:
Main dealers get business because people think they have to use them. Independents get business because they're trusted to do a good job - if they don't they won't have any customers. Mine works on the principle that it takes years to build a reputation and minutes to lose it.
Click to expand...

Generalisation of course and perhaps more applicable to the larger national dealerships, but there are exceptions.
Click to expand...

I didn't say main dealers were all bad, just how they tend to get business. Not a generalisation at all, despite your inference. ;)
Click to expand...

Sorry if I touched a nerve. I’ll just leave it there.
 
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