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On 7/20/2022 at 9:24 AM, Wrinkly said:

At my age (72) I have always been used to being able to speak to a customer service department if I had problems with a product. However I have come to realise that no manufacturer or retailer actually wants to help a consumer/customer  these days. They do everything they can to re-direct you around the internet (its called "progress" so I am told ????????????) in the hope that they can frustrate you enough to the point that you give up. I have also tried to find addresses so as to be able to write, (a dying form of communication) to ask questions or even complain. That is very often a futile exercise as well.

I did some while back have major problems with one of the biggest household banking names over them insisting that "Debit Cards" could only be used if you were a Smartphone user. You had apparently to receive an authorisation number via a Smartphone, as there was no other method of technology working in this case. Not being acceptable to me I decided to take the bank on over the matter. Many many phone calls and periods of waiting in phone queues, writing letters etc I ended up in touch with the financial ombudsman department. Surprise, surprise, they eventually decided that the technology attitude of the bank in question (and other banks) was not acceptable in the case of customers who did not have and did not want to use Smartphones. They instructed the bank in question that they must resolve the situation in my and other customers favour. The banks answer to the situation was to offer to pay for a Smartphone for me. I did not accept this approach and it went back to Financial Ombudsman.

In an attempt to shorten this story.

After many months of complaining once per week by letter. SURPRISE ..... the bank found an alternative method of issuing "Authority Numbers". They issued a form of technology that they had used for years to gain access to their (my) Current Accounts On Line. The old fashioned New Technology of "Key Cards" that they had been using for Current Accounts On Line, but a slightly larger and thicker version of it.

It works well and by the way the bank in question compensated me for my problem and time in complaining. They paid into my current account a (no fault admitted)   gift to the sum of £80. 

I consider that a success for the non technologically educated oldie that I am.

Thanks for reading and my "Rant" is now finished.

Best Wishes and Regards, John

I'm impressed at your resolve John, I'm not sure I'd have the patience to go that far! It never ceases to amaze the lengths companies will go to to restrict access or make reasonable adjustments, but congratulations on your win! Will need some of that if I'm ever to see this £97 again...

35 minutes ago, Lancashire lad said:

Hi, if its any consolation I also wasted £97 on the update that doesn't update. Looking at my options I think I'm going to have claim a refund from the company who supply the updates but I'm not hopeful. 

Just a bit of a joke really. I've sent an email to info@naviextras.com, which I found eventually as everywhere on that website they redirect to the Jaguar retailer, who don't want to know. 

No actual reply so far, but I got this automated one:

Please note that you cannot create a new case via email. If you have an Alpine, Pioneer, Subaru Gen2, Xzent or Zenec device, please visit our case form by clicking the link below, then log in, share your issue and our team will get in touch. Available in English and German.

Link: https://www.naviextras.com/shop/portal/support 

If you have a Becker, Becker Connect or Falk device, please visit the link below and select Customer Care at the bottom of the page to get in touch. Available in English and German.

Link: https://contentmanager.welcome.naviextras.com/  

If you have any other device, please visit the link below to access our knowledge base, where you can find useful articles on troubleshooting common issues. Moreover, you can open a ticket to get help with matters related to purchases or handling of your personal data. Available in English only.

Link: https://nng.force.com/naviextrasknowledgebase/s/

Unfortunately none of those seem to fit this scenario, if you click the last link, there's no mention of Jaguar or any obvious way to 'open a case'. If you try and register an account to open said case, you get as far as choosing your device - 'Jaguar NGI' comes up - then you just get redirected to the original website! Here's open I get an actual reply. According to their policy attached to the invoice, you can claim a refund if your device is incompatible but how to claim that refund is not explained.

15 minutes ago, Wrinkly said:

Stephen

Welcome to the club/forum.

Also welcome to being a Jaguar owner and Jaguar policy.

Best Wishes , John

Thanks John, I feel like airing frustrations here is probably as good as it's going to get, but at least others understand!

A few months ago I picked up a 2018 XE R-Sport which is my first Jaguar, and I'm very much in love with. The only frustration I have with the car is InControl Touch.

I think we all accept that the system is at best mediocre, and in light of the 'infotainment revolution' in the last couple of years with every basic entry-level hatchbacks since 2019/2020 coming with Apple Carplay and a host of other features, InControl is looking exceptionally dated, especially the non-Pro version. Even Jaguar have finally realised this and scrapped it in favour of Pivi Pro.

I'll accept all of that - I didn't buy a Jaguar for an infotainment system, if it wasn't for Jaguar completely abandoning any of us with that system. 2 big issues - the loss of almost all support for the apps, and the nav system.

Recently there appears to be a July 2022 map update for InControl Touch via jaguar.welcome.naviextras.com - 31.4.11782. I, in a complete temporary loss of sanity, paid the £97 but the installer won't let me get passed 26.3.9908, a very outdated version, despite it sitting there in my 'purchased' section. I've contacted my jaguar retailer (as this is the only contact the website gives) who say they can't help, and now I've eventually found an email for naviextras and I'm waiting to hear reply about a refund. There is absolutely no indication that the car is not compatible but I'm now reading that on some forums.

It just seems a bit crazy that you essentially can't use the Nav system in a 4 year old 'luxury saloon' (for fear of ending up in a river) nor a lot of the features that came as new. Obviously Jaguar want to push their latest models but how can you sustain any brand loyalty when you're prepared to leave owners of relatively new-ish cars flapping in the wind. While infotainment systems aren't the end of the world, it's the fact you're paying for a high end car that overlooks it. That's what is frustrating.

Part of this is rant, and there's not much to be done about InControl but mainly - has anyone had any experience with this new map update - success? refund? solutions? Other than the obvious - use your phone/fork out for a new car/hunt down the original owner who put together the build for not getting Pro/just get over it