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How do I get help with problem Jaguar?


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Would anyone know how to get some proper, knowledgeable help with a problem Jaguar.
Car is less than two months old and in addition to a few other issues, the car seems to have some serious software problems to me but the dealer does not seem too interested in, or capable of resolving these problems and I found Jaguar customer services to be a complete waste of time so tried contacting Dr Speth, Chief Executive and got through to someone in his office and they gave the impression of trying to help and asked for a list of the problems I am experiencing but they just sent the list to the dealer, who still isn't doing much to help no matter how much I pester them and if I try the CEO office again she just goes back to the dealer, so I am stuck in a loop of no one doing anything useful.

I would be happy if I could be put in contact with someone who could provide proper answers to my questions but it appears even Jaguar head office don't have anyone like that.


As an example of how good the dealer is, I noticed the back number plate was not straight, 10 mm difference between ends, so they changed it and the car was backed up to a wall when I was leaving and I did not think to have a good look but found a similar situation when I got home, plate leaning same way but only 5 mm difference this time and tool marks in the paintwork around it!

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your car must be under warranty, they are duty bound to repair it, did you raise any concerns with the seller within the first 30 days?

have a look at the link below, it will let you know where you stand legally, and what options are open to you

regards

Steve

https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

 

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Thanks for that, have tried phoning them and got told I will have to call back on Monday!

I have been asking them about odd things it does almost from day one and they have fiddled with a few settings but nothing they have done has made any difference.

Some of it is possibly down to me as I find the handbook worse to read than some of the instructions you get with chinese stuff but no one at the dealers appears to have any more idea than me about the car.

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43 minutes ago, ThisFieldisRequired said:

Some of it is possibly down to me

 

i quote you above because it would be handy to know, did you attempt to try and fix (DIY fashion) the problems you were experiencing? if so you may well have invalidated the warranty. i previously asked, did you raise your concerns with them within 30 days of taking her away?

If so was that via e-mail / text, or just verbal over the phone? if e--mail etc do not delete those e-mails, as far as i know they are evidence that can be used should you have to go to the trading standards to get your money back.

It sounds to me that they are not competent / confident in their abilities to fix the problem/s but i believe they are within their rights to be given the opportunity to do so, even if it means going to a third party

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I have not attempted anything other than trying different settings in the software, I said some of it was possibly down to me because I have trouble understanding the manual, it seems very badly done in places, so some of the issues maybe just me not understanding it but no one seems willing to help with anything like that, though I suspect no one is capable from what I have experienced so far.

I started phoning and emailing them with questions soon after I got the car, never got anywhere really though as never got put through to anyone on the phone and promised return calls hardly ever happened and emails are not often answered. I don't know exact dates but have I been in to the dealers in person twice to try and get some help but no one seems to have a clue, the service manager only attempted to try and answer one question and was even telling me the sat nav was not supposed to display petrol and parking locations, etc., on the map even when I had selected them from the list of map features - what sort of a sat nav system is that? The car constantly corrupts the file system on USB sticks I try to play music from, that is a definite fault to me but they don't seem to see it like that.

Last time I was in was about two weeks ago and they were going to get onto Jaguars technical department and have it all sorted in no time but they are back to not talking to me.

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it seems to me you have 2/4 different ways to go, you can contact CAB explain your situation and take advice, you can contact consumer rights organisation and explain your situation (you clearly and quite rightly are not a happy consumer) in my opinion you seem to be getting fobbed off! or you can go to the dealer and ask for a full refund, as they are seemingly not attempting to rectify the problems that you have raised, if they say "yes we are" ask for evidence of what they have done. Or you give the dealer the (I'm not happy with the way my concerns are being handled, nor the support from Jaguar on the whole, so i am considering take legal advice, and perhaps contacting the trading standards ombudsman) finally if you are a member of the AA (example) ask them to view and diagnose what the problems are, you can then use their report to strengthen your case as an independent opinion (will cost of course)

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