On 7/28/2014 11:42:59 PM vswires wrote:
Very poor sales experience:( I knew I wanted an Evoque because of its heritage, new size and its potential long term reliability, My salesman was almost disinterested, the dealership manager (Patrick) was even worse and my now ongoing routine service has crystallized my worst fears for this dealership! They are awful!! Customer service is not their game the dealership appears to move a ton of product in this market and absolutely does not care about the ongoing customer experience!
Shame on you Land Rover!
An unbelievable messOn 5/13/2014 12:53:45 PM Pelicans13 wrote:
Coventry North Jaguar Land Rover - Woodbridge, ON
Everybody makes mistakes. It's called being human. But always making mistakes and never making things right—that's just ridiculous. Blaming a customer for your service team's errors—that's Ata (the service manager). This is not a story—just straight facts:
SCREW UP #1
Car was brought in for a battery replacement, instead of checking the battery the service team replaced the key sensor. I picked up the car and it died at the end of their lot.
SCREW UP #2
Driving home from picking up my car all the electronics on the XJL started to flash and fault. That means no signals, no temperature controls, basically nothing works. Drove the car back to the dealership to fix the issue.
SCREW UP #3
Picked up the car a third time. The electronics failed, which meant that the temperature controls, signals went out. Opening the windows to see out them tore the tint on the windows (according to Jaguar head office and Ata, they weren't done properly). Car back to the dealership.
SCREW UP #4
Received call telling me everything was fixed and that they would drop off the vehicle. They dropped off a freshly tinted black XJ. I drive a blue one. Dealership corrects the issue and brings my car to us. Grabbed the video camera and filmed the process. Window tints fixed? Nope. Start engine and the "Service Engine Now" indicator is on. Send car back.
SCREW UP #5 & 6
Dealership promised us a Range Rover as a loaner for all the hassle. They drop off a shiny red Ford NotARover. The did for the first time ever call me to see if I liked the car they sent over. Upon realizing their mistake, they kindly asked me to drive all the way back to the dealership to pick up the Range Rover I was supposed to get in the first place. What's worse, is that the paperwork with the rental company was not transferred and I got dinged with the bill for whomever drove the Ford.
SCREW UP #5
Dealership then calls to tell me that I have to start paying for all their issues. They also said that the car looked like it recent was in an accident that loosened a rear harness. Funny because the car was not in an accident in my hands. If it was, it was the previous owner, but the dealership sold the car as accident free. They realized their error in accusing me of an accident when I made this point. #1 if the car was in an accident prior to my ownership, and they knew, why wasn't it disclosed at the point of purchase? #2 I had photo documentation of the car exterior, milage, and system glitches as a part of my service documents. Insane, yes, but prevents you from getting robbed. Dealership agrees to continue repairs and cover costs.
SCREW UP #6
Vehicle is dropped off. Start the engine, and the "Performance Impaired" warning pop up. The xxxxx to drop off a car repeatedly—which requires driving the thing with the warnings blaring in your face is absurd.
CONCLUSION (THIS IS GOOD)
I call Jaguar North America. They review the letter I gave them, service history and photo documentation. They asked if I send this to the dealerships GM. I confirmed that I did twice and also sent them the record of that. Jaguar North America was so offended they escalated the case to Jaguar head office to follow up with the vehicle. We send the car to another dealership. The new team was tasked to review the service history, ensure quality and fix all issues. Here's what they found.
When installing the new key sensor, they didn't update the software, so components weren't talking to each other and causing system failures. Coventry installed the wrong battery. That resulted in other system faults, performance impairment, and a blown amplifier. They incorrectly installed the rear harness that connects the backup camera and sensors... the list goes on and on.
In the end, the other dealership serviced the car to a dream. They've even replaced super-charger components to make my 2011 align with the 2014 spec. I didn't even ask for it.
So please, take your car elsewhere.