Jaguar Assist

[JamesOC]

Hi

I wondered what is covered by Assist and are my expectations overly optimistic.

To avoid hitting on oncoming van on Sunday on the wrong side of the road I had to drive onto a verge and burst a tyre.

Calling Assist first reply was that I couldn’t travel in the breakdown truck and would have to make my own way home. Wait would be 2-3 hours.
AA later told me I would have been able to travel in their cab, but by then I’d arranged alternative transport for my passenger as it was late and after 4 hours he had missed the last train.
I was eventually offered a taxi as the recovery driver (not AA) had done his hours and would take my car to depot and deliver it first thing Monday.
After about 3 hours of calls to Assist over the next 2 days my car eventually arrived Tuesday evening, 48 hours after the incident. During these multiple calls I was given various promises and assurances re delivery, none of which happened nor was the promise of an update ever followed up.

Talking to friends who both have range rovers I am told this service is normal from LR Assist. My only other experience of competitor breakdown assist was BMW in February which worked like a well oiled machine and was light years away from my Jaguar experience.

I find this surprising, is my experience usual?

2nd, it is really unclear what is covered and what solutions are available , for example is a hire car ever offered? Or is it standard AA cover?

Thanks and sorry for the long post.

 

[chicb]

That is awful service compared to Mercedes assist. A couple of years ago at 5.30am, I went over something on the road which blew out 2 tyres on the same side of my S class. Phoned Mercedes & surprised they answered at that time of the morning. The recovery truck arrived about 45mins later & took me & the car to a dealership, which had a C class ready for me. My own car would be ready next day as a wheel was also damaged. Whilst driving to my office, Mercedes assist phoned to see if everything was fine. I said yes & the lady asked if they had given me an S class. I said no, its a C class, but wasn't bothered as it was only for a day. She said that's not acceptable & she would arrange for an S class to be delivered to my office which it was within an hour. What an unbelievable difference to your experience.

 

[Dan_Veluwe]

@chickb__ I wonder why you ever bothered buying a Jaguar if Mercedes was so fantastic...

 

[JamesOC]

I am seriously asking myself that very question, if Jaguar Assist is generally as poor as I just experienced then I won’t be rushing to get another JLR vehicle, no matter how good some of their cars may be.

I was hoping for someone to suggest it was an exception, but it seems nobody can do that.

My experience with BMW when something went wrong and the example from Mercedes above are not difficult to achieve; surely it’s not too much to ask?

 

[Dan_Veluwe]

I can tell that I have an F-Type P300 since early 2018, never needed to even look for that button..
This year I bought a 25t F-Pace Premium R-Sport, forgot I have such a button...
I think I stick a post-it on it, just in case I'd ever need it....

Conclusion : it doesn't matter how good/bad that service is, as long as you never need it... :mrgreen:

 

[Poodlehat]

I blew a tyre a couple of weeks ago on top of Exmoor. Phoned Jaguar assist who arranged for a tow truck to take the car to Taunton Jaguar and a taxi to take us They liaised with the taxi firm so it arrived at the same time as the truck, so we weren't left on Exmoor.
Jaguar Taunton didn't have a tyre, but they got one delivered and had us on our way within 2 hours.
We had to wait 3 hours for truck.......but we were in a really remote spot. Jaguar kept us informed as to what happening during the wait.
I was happy with the service we received.

 

[chicb]

Dan, I was only saying what happened with me compared to OP, do you have a problem with that ?. My Ftype never had any problems, but I do prefer Mercedes & waiting on my new S63 coupe. We are all entitled to our own views, well up to now that is, but it looks as though its changing.

 

[Anonymous]

I've only used Jaguar Assist once when I had a flat on my drive. It was a Jaguar Assist van that came out. Took about 90 min but I was at home so thought that was reasonable.

On arrival he said he would take the wheel off and put on a spare space saver he had and then take the wheel off for repair/replacement tyre and come back but after taking it off he said it was the valve leaking and put on some weird 3 inch valve extension which did the trick and then called the local dealer to get me booked in for the following morning. All went OK and dealer did it under warranty.

I guess experiences will vary due to location, remote locations, local availability, covid restrictions and actual issue but the OP experience seems less than ideal. No one wants to be stuck at side of the road but I guess they have to prioritise motorway breakdowns, lone people, vulnerable and people with kids and I don't think Jaguar assist have any flat beds and outsource that to AA.

 

[Dan_Veluwe]

-- I rephrased this post partly , as it was not clear to whom I adressed it -


@Chickb;

.. My Ftype never had any problems..

That is exactly my point. No need to complain about something you actually don't need.

Sure, you are entitled to your own views, and to make your own mistakes. The question will be for you : was buying or selling the F-Type the mistake ?

The forum is only a sounding board, to help with real problems and share experiences. There are lots of things wrong with JLR, but that is not the point you make. You single out an aspect that is outsourced to a third party to moan, only AFTER it happened, some time ago, with another forum member even; It was NOT the reason why you sold the F-Type; its a sideline.

I have been driving for forthy years, driven many, many different makes. I had in these 800.000kms 6 times need for assistance. Two due to accidents caused by another party. Once due to the fact the car was a banger and neither the fuelgauge, odometer or fuelwarning light functioned [ my student days..]. Once by a protruding curb that thrashed a tire.Once by worn out contacts in the alternator. Once by a dead battery [ another banger 40 odd years ago ]. Once in a rental car with a broken steering lock. I had no crashes at all since 17yrs, the last one was a pile when driving a Nissan Terran II, that simply had bad brakes [by design].

So complaining now, over a service you never needed, praising the -other- brand you go back to, sounds a lot like you want to self-approve your own decision. Kind of psychological 'self-pampering' to comfort that you really took a very good decision by selling your F-Type and -now- 'sharing' that feeling with the forum. Sounds like in reality you already regret changing to Mercedes, and you are clutching for straws making sense about your decision. You will be gawking at F-Types in times to come, resenting ever selling it.

I am not a psychologist and even I can see it... :ugeek:

I feel bad for you, as I am in -kind of- the same 'spot' . I sold my D3 due to stupid taxation and I regret every day selling it. Does it mean that the F-Pace that I bought is a bad car ? Not at all, its fine. I just should have bought a D4 or D5, or a Range Rover. I only discovered that after some 'soul searching' , and it took months [ after getting the F-Pace ] to work it out.

So it might take some months for you to realise it too. By then you have forgotten this post, that probably infuriates you as it hits you where it hurts, your motoring heart. :roll:

 

[JamesOC]

I do think you are missing the point of my original post and the other perfectly valid response and have now hijacked the thread by projecting your non existent experience of Jaguar Assist.

I am heartened to read a couple of much more positive experiences though, so thanks for those.

 

[Chrissyg]

I used Jaguar assist when my battery ran flat and I just couldn't get the key to work in the door handle barrel.. (sounds really silly, but the key just wouldn't turn, turns out pulling the door handle out as much as possible to maximise space to turn the key and protect the paint, isn't the way forwards..) I called them for advice and had someone on my driveway 10 minutes later, and the door open 5 mins after that! Top marks as far as I'm concerned.

 

[Dan_Veluwe]

@JamesOC__ I added a reference ; my response is not to your post, but to the one of Chickb.. ..HIS non existent experience.. ..sorry for the confusion.

-- after rereading my earlier post - Thu Jul 30, 2020 11:07 am - I rephrased it, sorry again ---

I do think you are missing the point of my original post and the other perfectly valid response and have now hijacked the thread by projecting your non existent experience of Jaguar Assist. I am heartened to read a couple of much more positive experiences though, so thanks for those.

 

[PhilB]

I think this thread has gone off tangent somewhat.
I think it is perfectly valid to give experiences of other manufacturers services when comparing them to the OP's experience of Jag assist.
As the OP indeed did with BMW.
I also don't understand the connection with why someone sold their car?

Couple of things to bear in mind.
If Jag assist are busy you may get the "standard" AA service in lieu.
Experiences prior to the Covid situation may have been better and current times may mean less staff and longer delays etc.
From what I have seen on other forums, the experience of the real Jag Assist has been mostly very favourable with techs updating software on the drive etc etc.

 

[Myer]

"I said yes & the lady asked if they had given me an S class. I said no, its a C class, but wasn't bothered as it was only for a day. She said that's not acceptable & she would arrange for an S class to be delivered to my office which it was within an hour. What an unbelievable difference to your experience."

Sounds like utter BS to me.

my experience over the years of both Mercedes and BMW breakdown services have been varied to say the least. Jaguar Assist in no better or any worse overall. It purely depends on your location the time of day, weather etc...

My last Merc was an S 65 AMG and it broke down and was off the road for 3 days awaiting an injector, I was given an A class! I complained to MB UK Milton Keynes and they did absolutely nothing. Really she said a C class was unacceptable??? I seriously doubt that. (I am not however suggesting that you are a liar) :lol:

 

[chicb]

Pointless arguing, Dan & Myer know it all & who cares if you think its BS. Didn't realise you were there

 

[Dan_Veluwe]

Pointless arguing, Dan & Myer know it all & who cares if you think its BS. Didn't realise you were there

You could hardly miss me with >900 posts... .. unless you want to.

 

[PhilB]

Stop the personal digs or this gets locked.
Your choice.

 

[Pete@Jaguar]

Hi

I wondered what is covered by Assist and are my expectations overly optimistic.

To avoid hitting on oncoming van on Sunday on the wrong side of the road I had to drive onto a verge and burst a tyre.

Calling Assist first reply was that I couldn’t travel in the breakdown truck and would have to make my own way home. Wait would be 2-3 hours.
AA later told me I would have been able to travel in their cab, but by then I’d arranged alternative transport for my passenger as it was late and after 4 hours he had missed the last train.
I was eventually offered a taxi as the recovery driver (not AA) had done his hours and would take my car to depot and deliver it first thing Monday.
After about 3 hours of calls to Assist over the next 2 days my car eventually arrived Tuesday evening, 48 hours after the incident. During these multiple calls I was given various promises and assurances re delivery, none of which happened nor was the promise of an update ever followed up.

Talking to friends who both have range rovers I am told this service is normal from LR Assist. My only other experience of competitor breakdown assist was BMW in February which worked like a well oiled machine and was light years away from my Jaguar experience.

I find this surprising, is my experience usual?

2nd, it is really unclear what is covered and what solutions are available , for example is a hire car ever offered? Or is it standard AA cover?

Thanks and sorry for the long post.

Good Morning,
I am sorry to learn of your comments.
Please can you arrange to PM me your 17-digit Vehicle Identification Number, your contact number and your address
Once I have received this information, I would be happy to contact Jaguar Assist for further details.
Thanks,
Becci – Jaguar UK

 

[JamesOC]

Thanks Becci

Will do.

 

[Jabbar1971]

Hi all

I’m new to Jaguar and my experience of JA hasn’t been the best - Jaguar customer service we’re even worse. Summary;

- my new F Type was delivered on 30 December
- on 31 December at 10.40am on my first journey in the new I couldnt get the drivers door to open. The door was frozen (-2 in Yorkshire)! I called Jaguar assist and they offered to come out between 2-4pm. I had an emergency medical appointment for my son and had to quickly get a taxi. We subsequently ended up in the hospital that day.

So rather than use my new car, I had to call taxis for all my journeys that day.

Jaguar Assist made no effort whatsoever to help / no apology, or offer of taxi or transport to keep me mobile that day.

I’ve tried to phone Jaguar Customer service to let them and get a complaint submitted. But wait! They wouldn’t speak to me as my car ‘was still showing as belonging to the retailer’!!

I explained that the Jaguar Dealer had confirmed all paperwork, warranty information etc had been completed and transferred to me. Jaguar Customer service most unhelpful in citing GDPR.

I’ve owned cars from all the prestige marques over the past 10 years and this has been the worst customer experience from Jaguar Assist and Jaguar Customer Service.

I’m new to the brand, have purchased one of their expensive cars but it appears the set up is not their to support customers when needed.

Lexus, BMW etc in the past when I’ve needed support have been outstanding in all respects.