Jaguar Dealers and my rights

[dbanugo]

I've been having some issues with my Jaguar F-type for a few months now.

The issue is related to some battery drainage that's cause all sorts of error being displayed, and also the roof stops working whenever the error pops up.

As the car is under warranty I took to my local Jaguar main dealer. They first came back blaming the battery and wanting to charge me £500. I told them the battery is brand new. They then said as it's not an authorised Jaguar battery they can't say if it works or not. The battery was changed and the error was still coming up. I wasn't charged for the battery. The next time they said it was the way the trickle charger was connected.

They wanted to charge me £250 to change one cable. When I sent them an official document to prove I wired it correctly they dropped that idea.

Now they're saying it's the big cable that connects the alternator to the battery in the boot. They're saying they found a little corrosion on the cable(Corrosion is not covered under warranty) and they believe this is preventing the alternator from charging the battery when the car is running and that's why I get the errors. I tried to explain to them that I still get the error, even when the vehicle has been left standing while plugged into my trickle charger. So, the vehicle hasn't been driven and the battery has been fully charged, but the error still appears. In fact, the error goes away after starting the engine and letting the car run for a few minutes. This proves the alternator is doing its job.

I e spent nearly 1 hour on the phone to the engineer, and after the conversation, he even said he now doesn't think the cable could be at fault.

They're now still insisting the cable would need to be changed. I said OK but I would want my £1200 back if the problem is not resolved after the cable has been changed.

They came back and said no refund will be given after the cable has been changed and the same error returns.


Due to COVID, JLR have decided to shut their customer service centre and sending them emails is just a waste, all you get back is some bull email to say they're dealing with it.

Wondered if I were to pay using my credit card can I can claim a chargeback if the problem returns?

Really sorry for the long tread but I've had enough with this dealership. Unfortunately, the other Main dealer near me is also the same franchise as the current one.

 

[scm]

A common occurrence on these cars is when a device is plugged into the OBD port and then removed without closing the session correctly it can leave one or more modules on, thus draining the battery in a day or so. The "cure" is to disconnect the negative battery lead for 15 seconds or so, then reconnect. An indoication that this condition exists is that the lamp in the hazard switch never goes out (it should go out after several minutes if the car's shutting down properly). if you see this, do the battery reset.

Another issue I've read about is the drainage holes on convertibles get blocked, leading to flooding in the area where the roof fold into, destroying the motors. There's a thread on here about that that you might search for.

Hope you can get to the bottom of the problem, and hope the dealer/JLR can sort things out for you. Sadly not all dealers are worthy of the brand, sounds like you've found one.

 

[Anonymous]

As scm says, plus have a look at the cable junction in the front right wheelarch which has a small plastic cover over it. It is not sealed and corrosion is not uncommon, leading to electrical issues.

There are several posts about it on the forum.

 

[Anonymous]

As the car is under warranty I took to my local Jaguar main dealer.

Presuming you got your car from Jaguar Used Approved?
In which case why are you paying anything? The dealer should contact Jaguar Used Approved Warranty and crack on until resolved.

 

[dbanugo]

Update!

Took my car to Harwood Jaguar last Tuesday to have the supposedly faulty cable replaced. I then get a call on Monday to say it's been done and it would cost £1123. I said I wanted some type of guarantee that if the error returns I would get a refund. Today I decide to go down there to speak directly with the manager and the technician. I again go through the reasons why I don't believe the issue to be the cable, and that I would want a guarantee from the manager. The technician and the manager were again adamant it was the cable. He then asks me to leave the car with them for a few hours so they can do some checks to make sure everything is OK(couldn't they have done this after replacing the cable). After waiting a few hours and no phone call I decided am going down there. Got to the dealer and while I was waiting outside the manager and the technician came out together and admitted the FAULT reappeared and they believe the fault is now pointing to either the roof motors or something electrical. They've ordered new motors.
I still don't think they're correct, but as long as it's covered under warranty, then I don't care. Also, JLR is now on the case as well.

 

[scm]

I returned my 3 year old but new to me 2010 XKR to Harwoods Chichester after the EPB stopped working after 4 months. They diagnosed a wiring fault that would require the back axle to be dropped - a 6 hour job! Oh, and wiring wasn't covered under warranty. So I emailed the dealer princical explaining that I didn't mind it not being covered under warranty as the Sale of Goods Act would apply as a pre-existing condition when purchased. Faced with the choice of warranty or paying for it themselves they found that it was in fact covered by the warranty.

 

[Captain Midlife]

Ooh I'm getting worried.
Sorry to hijack the thread but my car is booked into Harwoods Chichester next week. dbanugo, is that where you went or was it Lewes? Mine is just for an annual service but having asked a couple of technical questions on the phone that the diary girl couldn't answer, she said she'd call me back. Two weeks on she hasn't got back to me yet. Not a good start. Harwoods Audi service department have utterly failed me over the past 5 years but I was hoping the Jaguar franchise might be different. Am I hoping for the impossible? I have a choice of using Harwoods or Arun in Pulborough (a Jaguar specialist).
Decisions decisions. Any thoughts?

 

[scm]

In fairness to Harwoods of Chichester, my incident was back in 2013 so may, or may not, be representative of how they are now.

And by coincidence, I bought a used XKR from Arun back in 2009, and had a couple of issues with it, the first was a dodgy passenger side mirror which they fixed on the spot, the second was a faulty adaptive cruise control module (£1000!) and they spent a week trying to diagnose anything but that module as the fault, before fixing it under the used car warranty. So I'd say, at that time, Arun knew their stuff.

 

[mickjaguar]

I had my annual service done at Harwoods Chichester about a month ago. Also asked for the cross braces to be checked for corrosion and the girl on the server desk sent a pho from her phone to show everything was OK. I don't know if it's covid related, but there didn't seem to be many people about the showroom and the ones there appear to be doing long hours. I've only had servicing, so can't comment on anything else.

They now do the fixed price servicing for cars over 3 years old.

 

[JurassicF]

I gave up with Chicester a couple of years ago, when they couldn't be bothered to call me back to book my car in for service even after 3 calls to them. Plus they b******d up my diff when changing the seals.
Moved to Matford in Exeter and their customer service and knowledge is second to none.

 

[scharlton]

I'd be worried by "fixed price servicing". Yes, you get a good price but that's because they do a basic service every time and don't do the extra jobs that need doing. You have a completed service history but the car suffers for it.

 

[basher]

I have a 3yr fixed service agreement. Mine's going in tomorrow for 3rd service + MOT.

I booked online, and double checked with 3rd service checklist on Jaguar website... a few things were missing in my online booking, which I queried with dealer.

Initially, they were going to charge extra to do them. I questioned this. They relented.

 

[Anonymous]

I have a 3yr fixed service agreement. Mine's going in tomorrow for 3rd service + MOT.

I booked online, and double checked with 3rd service checklist on Jaguar website... a few things were missing in my online booking, which I queried with dealer.

Initially, they were going to charge extra to do them. I questioned this. They relented.

Hello Kev,

I’m extremely sceptical of main dealers ‘Fixed Price Servicing’. From my own, and others, experience this consists of oil/filter change.

Do you know what other tasks are scheduled which are now being included?

 

[Anonymous]

Would be the same as mine. My 400 sport said Transmission Fluid Change and Brake Fluid Change at 3rd service and had to have the same discussion to ensure it was done on service plan.

The years 4, 5 and 6 service plan only includes the basics so doesn't cover things like 4th year rear diff oil change so going to be shopping around next year although I want it done at dealer because I have extended warranty so have the £750 of MOT cover.

 

[basher]

I have a 3yr fixed service agreement. Mine's going in tomorrow for 3rd service + MOT.

I booked online, and double checked with 3rd service checklist on Jaguar website... a few things were missing in my online booking, which I queried with dealer.

Initially, they were going to charge extra to do them. I questioned this. They relented.

Hello Kev,

I’m extremely sceptical of main dealers ‘Fixed Price Servicing’. From my own, and others, experience this consists of oil/filter change.

Do you know what other tasks are scheduled which are now being included?

Hi Darren... what SimpleR said.

I also have extended warranty, so will be considering my options for next year, to ensure diff oil gets changed!

 

[Anonymous]

Find it odd that you have to ask. Something not quite right imho.

So it’s oil/filter only unless customer asks for all scheduled items to be done?

Bonkers.

 

[scm]

Makes you wonder what the dealer service history is really worth ....

 

[Lunar]

Indeed.

The car either needs certain things checking / replacing at the specified age / mileage or it doesn't (geographical environment recognised).

It would be very interesting to see the workshop time allowance for a "standard" service and a "fixed price" one.

My understanding was that the labour rate was lower on the fixed price one, but that they use the same checklist.

Although there are variations I've only ever seen one type of service checklist - there's not a "don't bother with these" column for the fixed price service.

This whole minefield of diff and transmission oil only being changed when asked for and at extra charge is very indicative of the game being played here.

"Jaguar 3+ Servicing without any hidden dangers" :roll:

"Interim = £325 ... Major = £385" Not much of a major service then eh.

It looks like the fixed price service table has gone from most dealers' websites now - just checked Inchcape / Stratstone / Sytner / Lancaster / Guy Salmon.

Instead you almost always have to submit details to see the cost.

Happy to go to the good independent no further away from me from now on.

 

[gasgas]

as long as the independent is VAT registered and us jag parts warranties as valid.

 

[Anonymous]

as long as the independent is VAT registered and us jag parts warranties as valid.

Ironic that my first contact, with an independent garage, was a phone call that uncovered, to me, this can of worms. Gave my registration number to view my service history. Immediately spotted omissions that should have been carried out. Not talking about off pollen filter either.

My five year, main dealer, service should've, according to Jaguar, included spark plug change. Upon collecting car it hadn’t been done & they quoted £400+ for it. Why didn’t they do it as part of scheduled service? I’d have been happy to pay the extra.

Anyway my last contact with them was to book in for six year service, plus I wanted transmission serviced too. They didn’t want to know. Asked for price, never heard from them so thought time to leave. Hence now with brilliant independent who do things to the book & extra jobs on request.

As said previous. Cars on finance or under warranty, main dealer. Paid for pride & joy out of warranty. Wouldn’t touch main dealer with barge pole.