Jaguar F-Type poor paintwork quality.

Tel

Tel

New member
<p>As most of you are aware, we purchased a brand new V8S recently. </p><div>Since purchase, we have been dissatisfied with the poor finish/quality of the paintwork. Unfortunately, there are blemishes including nibs, spots and fish eyes to name but a few. The 'Orange peel' affect on some panels is very evident compared to other F-Types. We paid an extra premium for the 'special' Italian Racing Red paint also.</div><div> </div><div>We spoke with our retailer and warranty chap initially, then met with their Body shop manager on the 4th September who raised an 'Audatex' with the warranty group. On the 3rd October this landed with JLR Limited. </div><div> </div><div>Considering this was a while ago and not hearing anything from either, we contacted their customer relations (Pete@Jaguar on most Jaguar/Land Rover forums) to see what was what, and they have requested photos so that their experts can assess.</div><div> </div><div>So, I thought I might 'Blog' on the FTOC initially, for your information.</div><div>I'll let you know how the process works, contacts (by PM only) and progress as it unfolds - I'm sure some may find it useful.</div><div> </div><div><div>Considering that this is our first ever venture into a 'made to order' car by a premium manufacturer, I would be interested to know if this is the norm for such a distinguished marque, because I am confused how a quality car that is apparently checked and double checked to Jaguars' level of excellence by dedicated inspectors can be passed?</div><div> </div><div>-What's acceptable, what's not? </div><div>-What is the <em>'Jaguar level of excellence'</em> with regards to paintwork and how is it measured?</div><div>-What should/can I expect to be done?</div><div> </div><div>I'd be interested to hear your thoughts on this.....</div><div> </div><div><div>Meanwhile, I have to learn how to take close up shots of paintwork blemishes to send in. </div><div>Having tried, it's not as easy as it sounds - I need a tripod I think!</div><div> </div><div>Interesting read</div><div>http://www.audatex.co.uk/files/Denib_polish_Update_July_2011.pdf</div></div></div><div> </div>


<edited><editID>Tel</editID><editDate>2014-10-16 05:22:43</editDate></edited>
 
<span style="line-height: 1.4;">-What's acceptable, what's not?</span><span style="line-height: 1.4;"> </span><div>Based on my experience with Jaguar Customer Services, I would strongly suggest you escalate, be firm and ensure that they send someone from the factory team to view it, own the problem and be accountable. They will likely ask you to use the dealer's preferred bodyshop which will hopefully be OK, but set your expectations for nothing less than total perfection and ask to be met the factory representative again on collection of the vehicle. Like I said, be tough as the Jaguar Customer Services team will be very helpful at first, but then have a modus operandi that is stuck back in the 1970's during the bad old days of Jaguar.</div><div><br><div>-What is the <em>'Jaguar level of excellence'</em> with regards to paintwork and how is it measured?</div><div>Based on other comments on this and other sites, its mostly been V8 owners who've experienced issues, especially the flexible PU parts like the skirts etc. where paint has flaked off. People have commented on it being specific colours. I saw BRG came up.</div><div>I did go up to the factory prior to receiving my car and the vehicle prep did look good although they never let anyone in the paint area for precisely the reasons of quality.</div><div><br></div><div>-What should/can I expect to be done?</div></div><div>See above. </div><div><br></div><div>Would love to hear more about how your experience gets managed and wish you the very best. </div><div><br></div><div><br></div>
 
Hi Tel,<br><br>Why are you having to learn how to take close up pictures of paint defects? Surely that's the dealers job isn't it? If not then surely JLR can take ownership of the problem, examine your car and sort out a resolution that's acceptable to you. <br><br>Regards.<br><br>Scoobydoo<br>
 
Apparently the photos supplied by ourselves and the dealers' body-shop manager, are not clear enough for the experts at JLR to pass comment on, and therefore they will not give the go-ahead!<div>This was after the body shop and Paintwork programme manager at JLR recognising the problems we are having along with other customers!!! (Raised form day one of sale)</div><div><br><div>We are struggling to get the required detail on our camera.<div><br></div><div>We have written to the Customer relations personnel at JLR (JLR CRC), asking if a representative could come and take a closer look, based on our concerns and those shared with the dealer/body-shop manager -Apparently that fell on deaf ears.</div><div>According to the body shop manager, some of the blemishes can be removed, however it is inevitable that some will remain. To that end, we feel the 'Special' paintwork that we paid for is not 'special' at all, and we proposed compensation, by way of a refund for the paint, and as many of the blemishes removed - We feel this to be fair and a satisfactory outcome. Apparently, this is not something that JLR will entertain, merely a 'gesture of goodwill' will be offered <img src="http://www.ftypeforums.co.uk/images/converted_files/smileys/smiley32.gif" border="0" alt="Clap" title="Clap" /></div><div><br></div><div><br></div><div>From this small experience of JLR's CR personnel, we feel deeply dissatisfied and disapointed. </div><div><br></div><div>Just one of the many things that sold us on this brand were some of the things stated...</div><div><br></div><div><span style=": rgb251, 251, 253; line-height: 1.4;"><blockquote>...</span><span style="color: rgb85, 85, 85; font-family: Arial, Helvetica, sans-serif; font-size: 13px; line-height: 1.4em;">it will undergo thousands of precision process and quality checks. On the rare occasion a car is not perfect at the end of a process, it does not continue until the problem has been remedied, checked, double-checked, and deemed perfect. </span><p style="margin: 0px; padding: 0px 0px 1em; border: 0px; font-family: Arial, Helvetica, sans-serif; font-size: 13px; line-height: 1.4em; vertical-align: line; text-rendering: optimizelegibility; color: rgb85, 85, 85;">"It's all about keeping everybody totally focused on what it is that we're doing here. We're building premium cars," says Grant. "We're building Jaguar's." <span style="line-height: 1.4em;">At the end of the process, dedicated inspectors then pore over every car, checking everything works, that there is no damage, and that each car has been built to a Jaguar level of excellence. </span><span style="color: rgb0, 0, 0; font-family: Verdana, Arial, Helvetica, sans-serif; font-size: 12px; line-height: 1.4; : rgb251, 251, 253;"></blockquote></span></p></div><div><span style=": rgb251, 251, 253; line-height: 1.4;"><br></span></div><div><span style=": rgb251, 251, 253;"><span style="line-height: 1.4;">This is certainly not the case...even the </span>body shop<span style="line-height: 1.4;"> manager thought that our car had been hand p</span></span>ainted!</div><div><br></div><div>We left this with the JLR Customer relations to escalate 14 days ago, and JLR Customer Relations have failed to even have the decency to contact us....We are astonished, and not too sure which way to go right now; it is extremely difficult to deal with non responsive/receptive people, hence the request for escalation.</div><div><br></div><div>This is all new to us, but there is no way we are spending our life savings on an item to be dissatisfied and ignored - We will not be 'rogered'! and if anyone cares to point us in the right direction or has experience that we can draw upon, either on here, by PM or email, we would gladly listen.</div><div><br></div><div>We just hope that from our experience thus far with Jaguar, that others down the line will ultimately benefit.</div><div><br></div><div>I have half a mind to 'Tweet' Ian Callum, explaining that he designed an beautiful car, only to be spoilt by people that obviously do not give a damn about quality or have ANY pride in their work....later maybe...</div><div><br></div><div><br></div>
</div></div>
 
Hi Tel,<br><br>Very sorry to hear about your experience so far. The treatment you have received would appear to be in total contrast to the stated values. Those that are saying they cannot see enough detail on the pictures need to get out of their chairs and take a trip down to see your vehicle or, failing that, send the bodyshop manager a very hi res camera that he can plug into a fast internet connection to beam 'live' images to them whilst he scans the paintwork.<br><br>This needs resolving to your satisfaction and it should be done quickly given the time that has already elapsed. If you don't get it sorted soon then PM me as I have some other suggestions that will best be kept off here!<img src="http://www.ftypeforums.co.uk/images/converted_files/smileys/smiley2.gif" border="0" alt="Wink" title="Wink" /><br><br>Regards.<br><br><br>Scoobydoo<br>
 
TBH - Twitter and facebook is as good way to get the attention of someone who cares. You seem to have done your best to go the official route, I'd now try another. <div><br></div><div>Sadly, we have no better experience of JLR's communication skills and our journalists write for the industry :(</div>
 
Unfortunately the social team at JLR seem to be part of the CRC team. <div><br></div><div>I would try to get someone from senior management - start at the top. If you write a letter, someone from the executive office does answer. I would also try What Car as the Marketing department will hate the bad publicity and negative article as it brings their figures down. </div><div><br></div><div>Really sorry to hear that after nearly two months you are still struggling. These guys get me really angry.</div><div><br></div><div>Do be careful though on this board though as the CRC team are actually moderators for this website despite the fact they don't show themselves as such and can lock/delete threads. </div><div><br></div>
 
Hi Tel<br />I'm sure that although most owners will at some time have at least one reason to moan at their local supplying dealer about some quality issue or other, it seems that in the main the majority of people are pleased with their cars. However, you appear to be receiving quite bad treatment for your problem. If there is no resolution within a reasonable period have you considered rejecting the car under the guidelines of the sale of goods act? I know it's more complex with cars but it should be something that is worth investigating. If you paid for any part of the car with a credit or debit card you will also be afforded some protection. I'm sure you realise all this, but if not, it would be worth taking proper legal advice on it.<br />All the best with this one!
 
<img src="http://www.ftypeforums.co.uk/images/converted_files/uploads/78/Range_rover.jpg" height="393" width="700" border="0" />Hate to tell you guys this, but my wife has a RR Evoque and was rear ended 01-11-2013, the car went to the JLR 'authorised' paint shop for repair, sadly the quality of the repair was very poor, with bubbles under the paint and they even painted over the reversing sensors, it took a further 6 months for them to agree to re do the work, by which time I stated that I would only accept pre-painted parts (being that it was just the bumper and rear plastic panels) direct from the factory, which after another 2 months they did, this was a much better finish, however one of the rear plastic quarter panels is a slightly different shade of red. I have been asking them to obtain another quarter panel in a closer shade, but they say they will not, it is good enough ! As you can see in the picture rear quarter.<div><br></div><div>So I contacted JLR and explained the situation, namely that there 'authorised' repairer says good enough will do, they investigated and have agreed with the repairer, it is good enough !! So be warned, JLR has offered a fantastic service for many years but now they are getting bigger and much more profitable, they are losing the need to care about their customers, I have to say that I am totally unhappy with the Marshall Group and JLR response to the repair, and it was not even our fault !!</div><div><br></div><div>so be warned, you may just end up even more unhappy.</div>
 
<p ="Msonormal" style="margin-bottom:0cm;margin-bottom:.0001pt"><span lang="EN-GB" style="font-size: 9pt; font-family: Verdana, sans-serif; -: initial; -attachment: initial; -size: initial; -origin: initial; -clip: initial; -: initial; -repeat: initial;">Spending many evenings
reading through forums I seem to notice that the paintwork issues seam to be
limited to IRR and BRG... As I'm going for the BRG I cross fingers things will
be ok !</span><span lang="EN-GB" style="font-size:12.0pt;font-family:"Times New Roman","serif"; mso-fareast-font-family:"Times New Roman";mso-ansi-:EN-GB;mso-fareast-: FR"><o:p></o:p></span></p>

<p ="Msonormal" style="margin-bottom:0cm;margin-bottom:.0001pt;line-height: 12.6pt"><span lang="EN-GB" style="font-size: 9pt; font-family: Verdana, sans-serif;"> </span><span style="font-family: Verdana, sans-serif; font-size: 9pt; line-height: 12.6pt;">Got a financing proposal to
day... order time approaching fast... joie and anxiety at the same time !</span></p>
 
Well, as promised a wee update for those that are interested....
<div><br></div><div>JLR Customer relations have been as quiet as a mouse, and unfortunately we feel they are not interested in the slightest.</div><div><br></div><div>That said, we did, however meet up at the dealer's body workshop and a representative from JLR Body and Paint department. Try as we might, photographing blemishes as well as orange peel is nigh on impossible, so this was the sensible option that I put to JLR CR a month or two back.</div><div><br></div><div>Fortunately the weather was good, so after a nice spirited drive up, we met and went through a list of issues that we have with quality and finish of paintwork. Everything went brilliantly and a couple of other issues came to light i.e pressing marks in the aluminium and a few other odds and sods.</div><div><br></div><div>So, after contacting the financial Ombudman and initiating the complaint with Jaguar finance, hopefully the chap that inspected our car will be presenting his report of which he did not dispute our claims to JLR...and we wait in anticipation.</div><div><br></div><div>Basically the paintwork could be 'worked' by the body shop to give a satisfactory finish, however, blemishes will remain. The bodyshop manager also pointed out that any work undertaken, ultimately removes clear coat, and thus protection. </div><div>Ten years down the line, I might want to take out a scratch or two with some cutting compound and go through the already thinned layer.</div><div><br></div><div>Having given the option to JLR over a month ago to rectify and repay the cost of the 'Special Paint' which fell on deaf ears, we are now at the stage of 'backing' or rejecting the car and having another or our money back. We've only managed to get 1750 ,miles on the clock, hardly run<span style="line-height: 1.4;"> in!</span></div><div><span style="line-height: 1.4;"><br></span></div><div><span style="line-height: 1.4;">We </span>won't<span style="line-height: 1.4;"> give give up on Jaguar...after 18 months of test driving all other manufacturers cars of this type/cost, </span>the<span style="line-height: 1.4;"> car is </span>exactly<span style="line-height: 1.4;"> what we want. The finish however, lets down what is </span>otherwise,<span style="line-height: 1.4;"> a </span>lovely<span style="line-height: 1.4;"> product in our opinion.</span></div><div><span style="line-height: 1.4;"><br></span></div><div><span style="line-height: 1.4;">What </span>beggars<span style="line-height: 1.4;"> belief is how a robot sprayer can miss</span><span style="line-height: 1.4;"> part of a </span>panel? All the X,Y and Z co-ords are preprogrammed, I just can't get my head around this one....watch this space</div>
 
Really sorry to hear this about your car. I know how I'd be feeling in your shoes. A car is an emotive purchase and especially this kind of product. Its not transport - its way more. I wish you sincere luck with your situation and frankly JLR should not have let this drag on so long already.<div><br></div><div>However, I can't say I'm surprised by the lack of response you've received from JLR's Customer Relations Team. They're level of customer service is a total disgrace and entirely unsatisfactory for any brand, let alone one with pretensions of wanting to take on the Germans. </div><div><br></div><div>I would escalate your concern to the Executive Office there and document everything directly to Dr. Speth. You'll find your complaint gets answered by a different team and they may choose to be more helpful.</div><div><br></div><div>My blood is boiling for you with the service you've received as I know exactly how you feel and can't believe that companies like JLR are able to get away with this today (internet, social, more choice etc.)</div>
 
So what is the epilogue? Just ordered my V6S AWD in BRG... So I'm nervous. I hope all is now sorted out, although the dealership here in Geneva gives a professional, no nonsense, impression<div> </div><div> </div>
 
<div>UPDDATE #6</div><div><br></div><div>So...couple of months furthar on; Two more visits to the Dealer and meetings with the Principal. </div><div>Not one iota of feedback from the JLR Group. It's a looong drawn out 'process'.</div><div><br><div>May be getting the car exchanged for another, if not, then a refund and claim for costs etc. </div><div> The former would be the best choice for us as we spent 18 months looking at other brands, and the Jaguar topped the lot. That said, the new AMG GT Roadster looks nice ;-)</div><div><br></div><div>Interesting to note that the new lineup of F's does not include a V8S anymore, only a V8R in either 2 or 4 WD.</div><div><br></div><div>So, that's that. It's with the great men in Coventry to sort out...Stay tuned for the next installment <img src="http://www.ftypeforums.co.uk/images/converted_files/smileys/smiley24.gif" border="0" alt="Ermm" title="Ermm" /> </div></div>
 
I'm posting my contribution a second time as I had an error message from the sql data base on insert!<div></div><div>JLR must be out of their minds to be so casual with a complaint such as yours!</div>
 
Hi Tel, <div>remember my wifes evoque issues, shown earlier, well after 15 months of complaining, JLR finally came to see the car and agreed with was not write, they agreed to take the car away and sort it, and therefore from the 17th Dec to 09 Jan it was gone, on its return it was perfect, so happy days. Now to reclaim some costs from the main dealer !! Mind you I fancy a new RR Sport, so see if we can convince them to do a discount, we will see.</div><div><br></div><div>Jamie</div>
 
Hi Tel,<br><br>As you say, a very long process! A couple of years ago I returned a new car which had a defectively painted roof and a hole in a rear carpet. The dealer made such a bad job of repairing the roof that I rejected the car and they had to supply another new one to me (after registration) so it can certainly be done.<br><br>The difference here is that we have a premium brand and they should know much better than to deliver anything but top quality. After all, that's what we are all paying for and that's what the website states we should get. In your case the IRR paint was at considerable extra cost. My non-premium vehicle was soon replaced after the manufacturer admitted that it fell below standard and I was provided with a loan car until the dealer sourced another for me which took eight weeks. They did however try to offer a financial incentive to accept the flawed vehicle back which was quickly rejected.<br><br>Stick at it - you will win through in the end.<br><br>Regards.<br><br>Scoobydoo<br>
 
Wow - I take my hat off to you. Patience is certainly a virtue of yours. <div><br></div><div>I wish you the very best of luck in achieving the desired outcome. </div><div><br></div><div>Your lack of response from JLR customer service don't surprise me. I must say, based on the experience you've had, I'm surprised you are not taking a closer look at the Merc or perhaps could even be tempted into the new NSX, Maserati or Audi R8.</div><div><br></div><div>After the arrogance that I've experienced and seen with others, this has been my first and last JLR purchase - much as I like the look of F-Pace as the family wagon. The customer service team in Coventry killed the brand for me as much as Ian Callum and Julian Thomson made it.</div><div><br></div><div>Keep fighting the good fight.</div>
 
As some here might know, I also have an F Type with paint issues : the Firesand car has a bumper that does not match the bodywork. <div><br></div><div>Initially, the dealer said "many Jags are like that ...." but a JLR Engineer agreed it was unacceptable. Was tempted to reject it but now allowing them to repaint it once. Goes in tomorrow. If it is not good enough then the car goes back.</div><div><br></div><div>In my case, JLR Customer Services were actually quite good. My contact always called me when he promised and regularly called just to see how it was going. He also arranged for my paint protection film to be paid for and chatted to the dealership when they were being a bit tardy.</div><div><br></div><div>Not happy with quality control but these issues do happen. Will be interesting to see how the new paint looks - hoping for a bit less orange peel. </div>
 
You must log in or register to reply here.
Back
Top