Jaguar F-Type poor paintwork quality.

Let us know how you get along, I finally got my wifes evoque fixed correctly, but it also took JLR to personally supervise the repair at the dealers bodyshop, after they had tried three times, <div><br></div><div>price work is only good for one thing 'poor workmanship'</div>
 
Oh I will do, don't worry about that!<div><br></div><div>It beggars belief. If I was a potential new buyer, I would seriously consider a different manufacturer now. </div><div>The quality and Customer relations is 180 degrees out of phase with what the company schpeil would have you believe...such a shame that a good product/design can be spoiled by poor QA/QC and a lack of care from the company.<div><br></div><div><br></div><div>Mine is not limited to just the paintwork unfortunately, but also the poor finish after pressing and stretching the aluminium (aloominum). There are tears in the metal and lots of ripples, these were spotted by the JLR paint and bodywork rep when he inspected it.<div><br></div><div>I'm in touch on PH and other forums with some fellow enthusiasts across the pond...their reds/greens appear to be a lot better finished than ours. I'm sure it's just a coincidence?</div><div><br></div><div>I could walk into any dealer and fill up an A4 sheet of flaws in the finish if I had to, which considering the brands history and stance is shocking. </div><div><span style="line-height: 1.4;"><br></span></div><div><span style="line-height: 1.4;">Still, it's early days, guess we are the guinea pigs and it will get better...</span></div><div><br></div><div><br></div></div></div>
 
<blockquote>Let us know how you get along, I finally got my wifes evoque fixed correctly, but it also took JLR to personally supervise the repair at the dealers bodyshop, after they had tried three times, <div><br></div><div>price work is only good for one thing 'poor workmanship'</div></blockquote>
<div><br></div><div>Maybe they are learning. The JLR CSR said the Coventry engineer wants to sign off the paintwork when it is finished before I get the car back. Time will tell ....</div>
 
Nothing to do with paintwork, but my Coupe has just returned from the bodyshop as one of the doors was out of line with the sill. You could get your fingers underneath. The other door was flush with the sill.<div><br></div><div>Poor quality control throughout and I was disappointed the dealer didn't find it on PDI.</div>
 
<div><br></div><div><span style="line-height: 1.4;"><blockquote></span>The JLR CSR said the Coventry engineer wants to sign off the paintwork when it is finished before I get the car back. Time will tell ....</div></blockquote>
<div><br></div><div>Before? Sounds a bit odd to sign something off <b>before </b>it has been accepted as satisfactory by all?</div><div><br></div><div><br></div><div>As far as gappage goes on the F-Type, you only have to look closely and they are pretty shoddy unfortunately straight from the factory. It can be tweaked out with some simple moves with a spanner and a bit of 'weight'.</div><div><br></div><div>One of the main areas that I have noticed on brand new cars on the forecourts is the misalignment of the front end. </div><div>This piccie give you some idea of what it should look like....</div><div><br></div><div><img src="http://www.ftypeforums.co.uk/images/converted_files/uploads/332/Screen_Shot_2015-01-23_at_23.18.18.png" height="392" width="504" border="0" /><br></div><div><br></div><div><br></div><div><br></div><div>Being plastic, springy and a PITA to conform to the rest of the cars shape if that is out of canter then invariably, hence you end up with large gaps along D, and a profile protrusion sideways from dimension A1.</div><div><br></div><div>I think the JLR quality team need focusing on the fact hey are building Jaguars and not something from British Leyland <img src="http://www.ftypeforums.co.uk/images/converted_files/smileys/smiley2.gif" border="0" alt="Wink" title="Wink" /></div><div><br></div>
 
In a similar vain... I posted several months ago about the quality control and checks before delivery and at my dealers. I do find it staggering that so much time and effort goes into building these cars yet simple basic things get missed or pass inspection prior to delivery. <br />Took my dealer three attempts to get mine spot on before I was happy. <br /><br />
 
<br><div>I believe that as cars get more complex we are all likely to experience some issues. The big difference between a good car company and a bad one in this context is how well they manage it and look after the customer. </div><div><br></div><div>Jaguar has managed to improve the design of their product to such an extent that they have become truly desirable. And if your lucky and you have a car with no or limited issues your experience will be fantastic. BUT, based on what I've experienced and seen from others, if you have anything more challenging and you engage with the JLR Customer Relations Team (or the shove you back to the dealer team - as they should be called) then life with even Jaguar's halo product will fall short of even the volume brands. </div><div><br></div><div>How they win the JD Power study beggars belief. The study has zero credibility now in my mind.</div><div><br></div><div>These situations you describe make me really angry!</div><div><br></div><div><br></div>
 
In defence, I must say my experience of JLR CSR has been good - they took my complaint seriously and by-passed the dealer on a few occasions to get things moving. Every time they promised a call back, it occurred and even in between times just to see if things were still progressing. <div><br></div><div>The dealer ... hard to say. It feels like they do want to fix it, I guess I was just disappointed they had not caught it first time. </div><div><br></div><div>The added time and hassle it has caused me is probably my biggest gripe - on as sheer man hour basis, they probably owe me upwards of a £1k on my hourly billing rate. Thus far, no goodwill effort aside from loaning me an XJ rather than the usual XF base model. First world problems eh ....</div><div><br></div><div>Now, if it is crap after the attempt, then I will be Mr Grumpy with a vengeance. </div>
 
Dont get me started on quality/csr/pdi's/dealers etc!!<br>You spend your hard earnt money (lots of it) on their products and they treat you like they dont care about their product until you kick up a fuss!!<br>
 
The issue with my wife's Evoque went on for 15 months, three attempts to fix, it has cost me over 1250 miles of back and forth to the dealers bodyshop and over 42 hours of my time, this totals around £3500 of out of pocket for me. It has now been fixed and done correctly, but when I offered the dealer the opportunity to come to an agreement on compensation, all of a sudden it was my fault why they had had so many problems ! due to the fact that I had refused to allow them to repaint the whole rear of the car and down both sides to the front doors, so they could 'blend' the colours, all to cover a paint defect on the rear under light plastic panels !, in the end the repair was completed by painting just the panels in questions, which are less that 300mm square, this would was carried out by a different paint shop under the supervision of JLR. Still no response from the dealer regarding compensation, so have an appointment with a solicitor this morning, time to play hard ball !!
 
I initially involved the Financial Ombudsman as the car is on Jaguars' APP plan, and as such it belongs to Black Horse Finance. I officially rejected the car with them in copy.<div>Must say, the FO so far have been extremely supportive although I haven't used them in anger yet, and they will be my route when it comes to claiming some remuneration for the trips to/from the dealer for inspections etc. It's just under a two hour round trip for us. Time taken to shoot photos, write reports etc would amount to a fair few quid if I applied my hourly rate - None of which outweighs the gravity of owning a brand new top of the range motor that has bodywork and paint issues unfortunately.<div><br></div><div>Still, that said, there is light at the end of the tunnel - Our dealer phoned this afternoon and has assured us that the higher echelons at Jaguar have agreed to replace our car with a new one. We're now a bit confused as Jaguar CSR told us the dealer should be sorting this and the dealer tell us it's ultimately with JLR, who gives a monkeys at the end of the day, just give me someone that will take responsibility and make a decision as it's been 3 months now!</div><div><br></div><div>As some of you most probably know, the V8S is no longer available, and it's now called an R with 50 more horses. whatever it is, we intend to make sure this one is up to Jaguars own standards before we say 'Aye' by visiting the factory to see it in persons. Something which one shouldn't have to do, but if it means getting the simple quality statements etched in the final product (not literally!), then so be it.</div><div><br></div><div>Will be toddling off again to spec up the replacement this Wednesday with the dealer, so will update as the story unfolds.</div><div><br></div></div><div><br></div>
 
Hi Tel,<br><br>Glad to hear the positive progress you have made. The offer to replace your vehicle with a new one is just as it should be. Bet they make a proper job of building and painting your replacement but I don't blame you for taking the time to go and watch it being put together!<br><br>Regards.<br><br>Scoobydoo<br>
 
Fantastic. <div><br></div><div>Real shame you had to go so far and for so long for Jaguar to do the right thing. Did the customer services team not get the memo when the design and marketing team said we want to transform Jaguar into a leading car company? </div><div><br></div><div>Really pleased for you. I bet you feel tons better now.</div><div><br></div>
 
Really great news Tel, it pays to persist !<div><br></div><div>Just as a note, you remember my wife's RR Evoque issue with the bumper, well JLR stepped in and got a different bodyshop to fix the problem, they delivered a replacement evoque on a trailer and took my wife's car away, they had it three weeks !! just to paint a bumper and rear quarter panels, however when the car was returned it was perfect. Like you I have an eye for detail and I can tell you it was perfect, in fact I think the rear bumper matches better than the original factory fitted front bumper. But the moral of the story is that 15 months and three attempts by the JLR dealer approved bodyshop to try to fix the problems was not acceptable, so without mucking about I instructed my solicitor to pursue the dealer for compensation to cover costs, time and inconvenience, glad to say the dealer did not want to go to court and agreed to pay £2k, which is fine. but the best part is that JLR sent a letter of apology and a large bouquet of flowers to my wife <img src="http://www.ftypeforums.co.uk/images/converted_files/smileys/smiley1.gif" border="0" alt="Smile" title="Smile" /> happy ending !</div><div><br></div><div>I hope your happy ending is just as nice !</div><div>speak soon</div><div>Jamie</div>
 
Wowzers. Have JLR turned the corner on customer service? Thats a great story and update. Just such a shame that it took Solicitors to get involved.<div><br></div><div>I may take that course of action soon. I've not heard anything from them for months and they seem to have gone quiet in terms of their social media engagement team. </div><div><br></div><div>Really glad it worked out for you.</div><div><br></div>
 
Thanks all - We have a specification in for the replacement car, waiting for the dealer/retailer to be allocated a build slot. Here's hoping for around April. I will be having a dealer car when I hand mine back, probably at the end of the month - Bet it's a diesel XF (They don't have F's available apparently?!)<div><br></div><div>Jamie - Good result. Our two small issues I'm sure, are just the tip of the iceberg, judging on what is being sold via the retailers at present. I will be interested to look over the new XE to see if JLR have improved the poor quality and finish of their products?</div><div><br></div><div>What leaves me speechless is the fact that a small and relatively cheap amount of work conducted at the factory could save an absolute fortune, we are talking big figures I'm sure for the rework. </div><div><br></div><div>I can only assume that JLR's ethic here, is that most customers will not pick up on the fact that the fit and finish of the metal and paint is shoddy on brand new vehicles so, the recall costs are relatively low compared to the all important volume sold? - It makes no commercial sense whatsoever.</div><div><br></div><div>As I mentioned, we are a wee way off yet. Interestingly Jaguar Financial Group (AKA Black Horse) have offered me £250 which is obviously a joke, so I will be going down the legal route to recoup some, hopefully all of our costs. </div><div><br></div><div>The only thing I regret is the fact that I paid the dealer £1000 good will gesture as the car i'm getting is now the R model, not the S as it's no longer made, think I was a bit soft touch there! </div><div><br></div>
 
Hi Tel,<br /><br />Just remember to add the £1k extra you have been asked to pay to your compensation claim. It's amazing what a writ for damages/costs can do particularly if you instruct your solicitor to go the high court route. I had a well known company desperate to settle after 18 months of stalling. You shouldn't have to do it but, these days, it is becoming the only way to get a proper and fair result.<br /><br />Regards.<br /><br /><br />Scoobydoo
 
Will do Scooby, and the delivery cost for the new one as well! <div>I don't think, even though my model has been discontinued, I should be out of pocket in <b>any</b> way. </div><div>Had the car been 100%, then I wouldn't be going through this scenario, or indeed even typing this post!<div><br></div><div>I have my solicitor fully briefed and ready, the Financial Ombudsman is already on the case, standing by for a report back, so we shall see. </div><div>So sad though, that one has to even embark on such a journey, but as said earlier, it's a sign of the times I guess unfortunately.</div></div><div><br></div><div>Just hope they don't cock this one up, because it will be terribly embarrassing if I reject a second one!</div><div>I'm sure some rag like the Daily Mail would love a tuppeny bit story! <img src="http://www.ftypeforums.co.uk/images/converted_files/smileys/smiley2.gif" border="0" alt="Wink" title="Wink" /></div><div><br></div><div>Happy days!</div>
<edited><editID>Tel</editID><editDate>2015-02-08 21:36:58</editDate></edited>
 
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