Jaguar Land Rover Omdömen 342

I am struggling to put into words how poor Land Rover customer service is, the fact that there isn’t an option for it on the phone number says it all really. Feel like we’ve been royally stitched up with the Evoque hybrid we bought last year from new. Car is just over a year old and is in for it’s second major repair, this time it’s been in for 6 weeks so far and we get fobbed off with ‘it’ll be ready by the end of the week’ every week. No clear explanation of what’s actually wrong with the vehicle. The lad that answers the phone at the dealership seems to just find it funny that I have to keep chasing the status of my car. I really urge anyone looking to buy from Land Rover to think twice, sales team at Lookers Colchester always pleasant but the service/repair team are appalling, rude, unfriendly and not an ounce of customer service training amongst them. Can’t wait to get rid of this pile of rubbish vehicle I’ve been sold and never have anything to do with Lookers Land Rover Colchester or anywhere else for that matter again. We had Land Rovers for over 10years didn’t believe the experience others have reported until it’s happened to us. It is beyond poor. We get seamless service at Hyundai and Kia for our children’s cars!

Lowest score I could give. I have had CONSTANT problems with JLR (WATFORD) but I do believe it is an arrogance and poor customer experience and service across the brand. This is an example of the 'luxury' level of service/experience you get...

Watford number calls,
I answered the call,
an automated service tells me JLR have called and to call them back (no further explanation at all),
I call them back and advise I don't know what they rang for,
I get told it was about my MOT being due and they are extremely busy currently so I need to get booked in or won't get it MOT'd in time!

Thank you for the complete lack of 'customer' service!!!!! Absolute jokers. DO NOT BE FOOLED INTO BUYING INTO THIS 'LUXURY' vehicle BRAND-
My husband gets better customer experience and service than this from Renault.

#PissPoor

Range Rover vogue se 2021. Car has been great since getting new. Now the engine management light has come on. Car dropped off at local Jlr. Garage. 6 to 8 weeks before we can look at it. However, we get a hire car, similar. I have been given a Volvo xc40. Ok car, however, not similar. I was told at the dealership, they have 90 vehicles waiting for repair in front of me. Terrible. New Range Rover on order cancelled!!!!

Seul mot d'ordre faire du fric sans aucune écoute répondant à leurs problèmes de vices cachés. Concessionnaires très en desoous de la moyenne et en aucun cas de type premium. Voiture agréable mais perfectible, quand la qualité de service manque à ce point, cela devient une Culture!!

One star because I had to JLR Cars do not deserve any stars, the most expensive unreliable car ever made and the cost of repairs are astronomically high, when they fail and it will fail JLR are no help.I will never buy a Range Rover again, take my advice go Lexus, go anything but don't go JLR.

50 days to change the window of a Jaguar. The parent company was not even able to give me an approximate arrival date for the spare part.
I had to rent a car because they don't have courtesy cars (even when they're totally late).
Copy/paste their response:
"The customer relations center does not manage the sending of spare parts, which is the sole responsibility of the warehouse.
Jaguar Land Rover company policy does not provide refunds or courtesy cars.
We regret this and apologize for the inconvenience."
Already on sale. Let's move on to German cars. Bye bye JLR.

Please be aware of the service department they will happily assist you with your services and MoT and any issues, however this will come with further issues upon return due to negligence. My car has been damaged with further repairs and costs arising away from the initial complaint. I have witnessed this also while in the showroom with other customers. They are only interested in making as much money as they can and creating more issues to keep you paying. Be aware and note this review.

Absolutely shocking service provision! Having just paid the best part of 100k on my Range Rover Sport Hybrid it has started to only charging to 50%. As it is under warranty I called the local dealership to book it in to be fixed and I was told the earliest they can see me is in TWO months time!!! That is absolutely terrible customer service so if you are thinking about buying a car from JLR you may want to think again!

JLR customer relations , Jake and Catherine have been very efficient and professional in dealing with my complaint , acted quickly and effectively. Highly recommend them as contacts .

Recently, I bought a brand new vehicle purchased from Lookers Land Rover West London.

The car has been registered at 1st March2024. This car which I placed the order on 28 February 2022 with a deposit of £2,000. At the time I was told that average wait time should be around 12 months. During wait time I was told that the price of the vehicle increased with £6,000 than £3,000 totals £9,000.
You can’t change a price on a pre order car after a year.
On the I went in to settle the vehicle, I showed a brand new Range Rover Long wheel base autobiography plug in hybrid at least £10,000 cheaper been advertised by other Land Rover dealer. Even now if you log in to auto trader and you will be able to see the same Range Rover been offered from Land Rover dealers at £129,000. I paid for the same car £143,400.
£1,700 within this extra two services, guard X and a year extra warranty bought.
I am being dodged just over £10,000 for this purchase.

Sales person is Mohammed Rajab, branch manager Matthew Gurney. Despite all other lacking customer service for this type of high end brand I was sold a vehicle £10K more than other dealers selling.
I have a friend who is in the same situation £10,000 ripped off.
Worst of all Land Rover customer service saying that this has nothing to do with them.
Still, it has not been resolved and we are now seeking legal advice to take Lookers West London Land Rover along JLR to the court to challenge this.

UPDATE! UPDATE!
29/11/2024
JLR have finally agreed to resolve the battery issue. They really put us through the ringer, not smiting liability until the very last minute. They have now performed the diagnostic and agreed we are not liable for paying for this service due to the battery being damaged and needing replacement.
We look forward to having our full functioning I-Pace back in January. After all, the care is great, we are just disappointed in how the issue was originally handled.

WARNING I-Pace may set on fire
WARNING, SAFETY MESSAGE TO ALL JAGUAR i-Pace customers.
This is not a review about this dealership, this is a review of the after service offered to customers with a Jaguar I-Pace four years old.
We bought an I-Pace 5 months ago and an issue has developed where the car will not charge past 75% and there is now a warning light stating traction battery issue drive with caution. We have had the car independently put through a Jaguar diagnostic and there is a known fault with a battery software update. This is a serious issue that has resulted in a recall in America and in the UK. This means our 2020 I-Pace is at risk of a smoking battery that may set on fire. Despite this Jaguar refuse to offer the software update unless we pay £432 for another diagnostic, and will not confirm they will do the safety update. To top it all the earliest they will look at the car is June, as they deem this not an urgent issue, as we are able to drive the car.
This is very concerning and if you are currently looking to buy an I-Pace 2020 or before, either through Jaguar or any other dealer, please please make sure they confirm it has had the H441software update and make sure it has been done to safeguard you and your family.
Thank you.

Incredible and Shocking

My RR Evoque 2020 lost power on the motorway and stopped completely. No prior warnings/alerts shown. Could not restart. 4 lives survived this time. Contacted nearest JLR retailer for repair (23/4). Was told earliest date for Diagnostics 43 days away (5/6/24)! How to accept? No priority for Safety concerns? Wrote and phoned JLR HQ for help, again highlighting the safety concerns, which JLR should be interested to address. Highly disappointed and humiliated….

No choice but to write to JLR CEO directly for his attention. Will update…

Does anyone have such problems?

Bought a 2 year old Range Rover from Peter Vardy Aberdeenshire and had it delivered to Essex. I have been very disappointed with the vehicle. A string of faults, service light constantly on, parking sensors disconnected, wheel alignment out, damaged front bumper, parcel shelf broken, intermittent rattle within the car. The car was taken to JLR Woodford who rectified most of the issues, however two months on the central locking failed, I couldn’t lock the car and had to take the car back to JLR Woodford due to security reasons. The tailgate would not close properly, they had the car for a week and replaced some parts in the tailgate and notified me that the tailgate is actually out of alignment and needs rectification, they however do not carry out bodywork repairs. I notified Peter Vardy on several occasions and they have not responded to several emails and telephone messages. Their customer service aftercare is pathetic to say the least, even their complaints department don’t respond. I’ve been told by JLR Southend the bodywork is not covered by the warranty? I received a quote from an approved JLR bodywork company and I’m now having to cover the cost of £1000.00. I WILL NEVER BUY OR RECOMMEND BUYING A ANOTHER PRODUCT FROM JLR, their happy to take your money at the point of sale, but totally wash their hands with their aftercare service.

Until a couple of days ago, we owned a 2017 Jaguar F-Pace 2.0d R Design, bought at 8 000 km from the local Jaguar dealer Autobritt SA.

The first signs of wear started to appear on plastic surfaces around 90 000 km - button prints on the steering wheel controls and the on/off button of the entertainment unit started to rub off. Annoying, but not serious.

Then the radio connection started to die randomly - we would get the message that the radio unit was not available, and this could last from a few minutes to a couple of hours, usually reconnecting after we would switch the engine off and lock the car down, then turning everything on again. Again, annoying but not serious.

Then, at 120 000 km, the turbocharger blows up and the turbine blades are smashed and bits of metal get sucked into the engine. Needless to say, repairs are at our charge and they cost a couple of thousand francs. Not only that, but the replacement turbocharger breaks down less than 20 000 km later; luckily it was still covered by warranty. Pretty frustrating at this point.

Then, on April 2, 2024, as we are driving on a busy motorway in the south of France doing 130 km/h, surrounded by other cars and lorries, suddenly I get a red warning light in the dashboard showing 'critical oil level', and less than one minute later, I lose all engine power, steering, etc - the car is basically dead. It was almost by miracle that we were able to move over closer to the emergency lane without anyone running into us, and that the car came to a stop in one of those havens on the side.

We managed to get the car repatriated to Switzerland - expensive proposition, by the way - and two days after it is brought back to the dealer, we get a call from them basically telling us there was a total engine failure and it is beyond repair. When we ask what was the reason for the failure, they shrug and say they don't know as there can be multiple reasons for it - obviously they did not feel like making any effort for a car out of warranty, and had absolutely no empathy for the whole situation.

We sold the car for 4 500 francs to a scrapyard; it was seven years old and had 147 000 km on the clock and on the second hand market it would have been worth 20 - 23k. Needless to say, this was the first and last Jaguar we will ever buy.

Let Down. Disappointed. Unvalued.
Our 12 month old Range Rover Vogue SE has been off the road since November. Yes, 5 months. Repeated parts order, repeated failures to fix. Vehicle finally repaired. I have requested details of what has been fixed and why took so long. No reply. Received an inadequate response for JLR Customer service to dispute that we felt undervalued. Well, sorry but I am entitled to feel undervalued. I spent £120k on a vehicle that has been off the road for one third of its life, with no explanation of faults and no compensation for loss of use. This company has systemic issues. You cannot go higher than customer services. Even if you try and contact their CEO, you will be rerouted to Customer Services with no explanation. Absolutely terrible way to deal with people. How on earth is that a 'Customer Experience'!! Land Rover, your vehicles are fabulous, but your infrastructure for supporting them when they go wrong is awful

Terrible Customer Service!! Do not buy from them!!

My car was on a recall which they denied and i paid for the repairs myself as so dangerous. Fastforward due to the number of accidents, they have announced an official recall. I called, was asked to put in writing, I then had to call 5 times to speak to a lady called Imogen, who confirmed they could not help. When i asked to escalate she said there was no where, she was the highest my complaint could go to and refused to give me any other contact. Im calling for legal advice. The irony is that I was looking to buy a new E-PACE, not any more!!

I Purchased a van on the 23/03/24 and it broke down on the way out and the garage told me it needed a oil change as it had been sat there for months, waited 1.5 hours then my partner drove my van back, an hour down the road the van broke down again on the side of the motorway, I called the garage and they advised me to use my insurance and I insisted they get my partner towed, the garage called me back and told me they are going to tow the car back to the garage but I would need to collect my partner from the motorway, I was so annoyed with the whole situation and response, I then had to drive an hour to pick my partner up from the side of the motorway with the highways agency sat with her, it took 6 hours to get towed.
I called today for an update and they told me they have not looked at the van yet and they will update me tomorrow, I explained my frustration and there response was 'what do you want me to do' and I said you have not even apologised for what had happened and the situation you have left us in and there response was 'if you want me to say sorry then I will say sorry' then he started to shout and I put down the phone.
It seems the company do not check there vehicles prior to selling as I had a van with no oil in and that broke down.

The garage seem to think they were doing me a favour because they got the van towed when it broke down and hour from the garage and then left my partner on the side of the road, the garage do not care.

I really hope this does not happen to anyone else as it was a total nightmare.

I still do not have my van back or an update as i have fallen on death ears and it is now the 11/04/24 and I am unable to work.

The Finance company have also stepped in and they are having the same issues, they have advised me that they are contacting the consumer rights for customer protection of unfair trading and I will be doing the same.

The next step for me now is to be making an application to the court.

This is basically an update from late last year,original issue started Sept 20th 2023….STILL waiting for a body control module!!……we have had a call from Landrover executive (glorified call centre) every week to update on where in the world the module is,it’s been round the world,covid,Suez crisis you name it I’ve had the excuse and has currently done a circum navigation of the UK,as of last Thursdays chat it’s supposedly in Mercia mega warehouse!!…….I don’t believe it for a minute and we are edging towards 6 months unable to use the vehicle Discovery5 2018,couldn’t lock it,open it,no indicators all from a faulty windscreen seal that flooded the electrics in cockpit one stormy day late last September……..a diabolical experience that is still not resolved,if you like lies and excuses with your afternoon tea buy a Discovery 5

Absolutely shocking customer service. Very contactable when trying to get the sale, and quick to take your money. No interest once they’ve got it though. A catalogue of issues since I picked the car up and appears impossible to get them resolved. 4 months later and 3 dealerships contacted, been let down again. Wish I’d never got the car because all it’s been is a headache. Customer service is a joke.

Contacted Land Rover customer service to try and get some updated security on my car due to all the thefts.
I was told none available.
I tried to get some insurance from their newly formed Land Rover insurance company set up to assist Land Rover owners get a fair price insurance due to all the thefts of these cars.
They wouldn’t insure me because of my postcode, I re submitted my details with a Cheshire postcode and they offered me insurance ( but can’t accept it because I don’t live there)
I am 64 and my wife is 63yrs old, we have not had any points on either of our licenses for over 30yrs and never claimed against a car insurance policy for over 40yrs. Which we have our protected no claims bonus.
Our Landrover is placed behind 10ft high security gates at our home and fitted with a stop lock Pro steering wheel lock and also under 24hr Cctv, we also keep our keys in a metal box at night to prevent keyless theft!

You would think we are a pretty safe customer to have on your insurance books, but no not Land Rover.
Despite many many emails to their customer service they keep saying they are biding fair and equal to all its customers.
They keep denying it’s because of my postcode (Oldham, Manchester).
So despite selling me a poor quality security system on my Land Rover they do nothing to assist me.
My car is plummeting in value because of all the thefts and I can’t get affordable insurance for it and Land Rover customer services could not give a flying toss about having any responsibility for it.
I have no option but to sell my Land Rover for a pittance of its value and buy a car we can afford to insure.
DO YOURSELF A FAVOUR AND AVOID THIS SHOWER OF IMMORAL CAR MANUFACTURERS, THEY WERE WARNED THESE CARS WOULD BE STOLEN EASILY YET DID NOTHING TO PREVENT IT, THEN WASHED THEIR HANDS WHEN THE PROVERBIAL HIT THE FAN!