Faulty New Car 2022

Sezzle1974

Apologies I meant been dealing with jag customer care not jag assist who dealt solely with the breakdown. Customer care called on my buying experience within 2 days of ownership and I raised the InControl system, I was passed on to someone at Jaguar who sends then software updates. I didn’t realise until recently they hadn’t kept the selling dealer updated.

Appreciate advice on the following.
Bought a brand new Jaguar EPace in May 2022, which I paid in full.
Realised within 2 days of owning, the InControl system was not fully functioning, the basic radio, sat nav and phone connection worked but not all the other all singing and dancing functions. 

Reported the fault to Jaguar Assist who said it was a software issue, have many emails from them and calls with various update instructions but nothing has ever worked.
Roll on 2 months later with 1000 miles on my car. I broke down due to a fuel pipe snapping also losing 200 miles of fuel.
Called Jag Assist and they got it recovered to my local jag dealer as the selling dealer is 3 hour away. 

Numerous problems with the customer care during the breakdown such as promised a courtesy car after 4 hours, took 2.5 days so all adding to frustration as I rely on a car for work.
The fuel fault was fixed under warranty though still awaiting the fuel loss costs which has been approved but not hit my bank yet.
I also told them about the incontrol system fault they investigated and confirmed was not a software issue but a hardware fault and not repairable and needed a new head unit but could not say when they could get this part for the repair.
I am not happy as the incontrol fault been there from day 1, informed 
Jaguar Assist who said if want to discuss rejection of car this needs to be with selling dealer as that’s who I paid.

I assumed jag assist would have kept the dealer up to date but they said had no idea of any issues.
First response over phone was as the fuel fault was repaired I’ve no grounds for rejection to get a refund only if it faults again. and the incontrol fault is not a serious enough problem to reject a car. But if I wanted a new like for like car then they could ask Jaguar as a goodwill gesture if they’d take mine back for a swap but would need to look at delivery time.
said can see been inconvenienced so would look into compensation.
said would contact my local dealer to find out when incontrol would be fixed and update me on everything following day. 
Today I get an email update from selling dealer. Totally different attitude from phone call previous day.
1. confirmed refusing rejection due to fuel pump as they have a right to rectify and that has been done.
2. No mention at all of incontrol fault.
3. Resolution is I order a new car which has a 6-9 month wait, I keep current car till then and trade it in, they will give me £1000 off the new car, though my car will take the depreciation hit.
4. Trade in now against a used car in stock and the balance will be whatever it is, I pay them if dearer car or they refund me if cheaper.

All options I’m majorly out of pocket despite car being faulty from day 1. I’m now left with a 2 month old car with only partially functioning incontrol system. So upset after paying out £50k. 

Grumpy_chap

You need to separate the two issues.

Fuel pipe is resolved so move on.

Entertainment system is to resolve with the supplying Dealer.  It seems odd to use Jag Assist for a matter like this, especially in the first week of new car registration.

Sezzle1974 said:

Appreciate advice on the following.
Bought a brand new Jaguar EPace in May 2022, which I paid in full.
Realised within 2 days of owning, the InControl system was not fully functioning, the basic radio, sat nav and phone connection worked but not all the other all singing and dancing functions. 

Reported the fault to Jaguar Assist who said it was a software issue, have many emails from them and calls with various update instructions but nothing has ever worked.
Roll on 2 months later with 1000 miles on my car. I broke down due to a fuel pipe snapping also losing 200 miles of fuel.
Called Jag Assist and they got it recovered to my local jag dealer as the selling dealer is 3 hour away. 

Numerous problems with the customer care during the breakdown such as promised a courtesy car after 4 hours, took 2.5 days so all adding to frustration as I rely on a car for work.
The fuel fault was fixed under warranty though still awaiting the fuel loss costs which has been approved but not hit my bank yet.
I also told them about the incontrol system fault they investigated and confirmed was not a software issue but a hardware fault and not repairable and needed a new head unit but could not say when they could get this part for the repair.
I am not happy as the incontrol fault been there from day 1, informed 
Jaguar Assist who said if want to discuss rejection of car this needs to be with selling dealer as that’s who I paid.

I assumed jag assist would have kept the dealer up to date but they said had no idea of any issues.
First response over phone was as the fuel fault was repaired I’ve no grounds for rejection to get a refund only if it faults again. and the incontrol fault is not a serious enough problem to reject a car. But if I wanted a new like for like car then they could ask Jaguar as a goodwill gesture if they’d take mine back for a swap but would need to look at delivery time.
said can see been inconvenienced so would look into compensation.
said would contact my local dealer to find out when incontrol would be fixed and update me on everything following day. 
Today I get an email update from selling dealer. Totally different attitude from phone call previous day.
1. confirmed refusing rejection due to fuel pump as they have a right to rectify and that has been done.
2. No mention at all of incontrol fault.
3. Resolution is I order a new car which has a 6-9 month wait, I keep current car till then and trade it in, they will give me £1000 off the new car, though my car will take the depreciation hit.
4. Trade in now against a used car in stock and the balance will be whatever it is, I pay them if dearer car or they refund me if cheaper.

All options I’m majorly out of pocket despite car being faulty from day 1. I’m now left with a 2 month old car with only partially functioning incontrol system. So upset after paying out £50k. 

flashg67

Jag assist as in their breakdown service? They are there for breakdowns/recovery etc.If you've had no joy from the dealer ref the info unit then have you tried Jaguar customer service? It may not accept it as a reason to reject in itself, but unless they can give an 'end date' & expected part due date then I'd argue it is

Aylesbury_Duck

Two threads in as many days from people buying £50k Jaguars having problems.  Seems they're selling cars with bits missing or with faults and don't have the components or spares.  Not a great advert for them.

daveyjp

Aylesbury_Duck said:

Two threads in as many days from people buying £50k Jaguars having problems.  Seems they're selling cars with bits missing or with faults and don't have the components or spares.  Not a great advert for them.

No one buying a Jaguar believes they will be the one who suffers from their many reported faults and failings, including me 15 years ago!  I learnt my lesson.

born_again

Why are you dealing with Jaguar Assist & not direct with the dealer you bought the car from on the infotainment issue?

As Jaguar Assist appears to be just breakdown cover.

Sezzle1974

Grumpy_chap said:

You need to separate the two issues.

Fuel pipe is resolved so move on.

Entertainment system is to resolve with the supplying Dealer.  It seems odd to use Jag Assist for a matter like this, especially in the first week of new car registration.

Sezzle1974 said:

Appreciate advice on the following.
Bought a brand new Jaguar EPace in May 2022, which I paid in full.
Realised within 2 days of owning, the InControl system was not fully functioning, the basic radio, sat nav and phone connection worked but not all the other all singing and dancing functions. 

Reported the fault to Jaguar Assist who said it was a software issue, have many emails from them and calls with various update instructions but nothing has ever worked.
Roll on 2 months later with 1000 miles on my car. I broke down due to a fuel pipe snapping also losing 200 miles of fuel.
Called Jag Assist and they got it recovered to my local jag dealer as the selling dealer is 3 hour away. 

Numerous problems with the customer care during the breakdown such as promised a courtesy car after 4 hours, took 2.5 days so all adding to frustration as I rely on a car for work.
The fuel fault was fixed under warranty though still awaiting the fuel loss costs which has been approved but not hit my bank yet.
I also told them about the incontrol system fault they investigated and confirmed was not a software issue but a hardware fault and not repairable and needed a new head unit but could not say when they could get this part for the repair.
I am not happy as the incontrol fault been there from day 1, informed 
Jaguar Assist who said if want to discuss rejection of car this needs to be with selling dealer as that’s who I paid.

I assumed jag assist would have kept the dealer up to date but they said had no idea of any issues.
First response over phone was as the fuel fault was repaired I’ve no grounds for rejection to get a refund only if it faults again. and the incontrol fault is not a serious enough problem to reject a car. But if I wanted a new like for like car then they could ask Jaguar as a goodwill gesture if they’d take mine back for a swap but would need to look at delivery time.
said can see been inconvenienced so would look into compensation.
said would contact my local dealer to find out when incontrol would be fixed and update me on everything following day. 
Today I get an email update from selling dealer. Totally different attitude from phone call previous day.
1. confirmed refusing rejection due to fuel pump as they have a right to rectify and that has been done.
2. No mention at all of incontrol fault.
3. Resolution is I order a new car which has a 6-9 month wait, I keep current car till then and trade it in, they will give me £1000 off the new car, though my car will take the depreciation hit.
4. Trade in now against a used car in stock and the balance will be whatever it is, I pay them if dearer car or they refund me if cheaper.

All options I’m majorly out of pocket despite car being faulty from day 1. I’m now left with a 2 month old car with only partially functioning incontrol system. So upset after paying out £50k. 

Grumpy_chap 

sorry I missed typed it was Jag Customer Care not assist who had been helping with the Incontrol system as when I was called to ask how my buying experience was couple days after I took delivery, I stated the problem I was passed on to them as they apparently send the software updates. They’ve tried approx 5/6 times with different updates. 

I didn’t realise they do not liaise with the selling dealer on this. 

Obviously I do now but it is the first time I’ve bought a brand new car. I usually buy 1 year old.

Sezzle1974

flashg67 said:

Jag assist as in their breakdown service? They are there for breakdowns/recovery etc.If you've had no joy from the dealer ref the info unit then have you tried Jaguar customer service? It may not accept it as a reason to reject in itself, but unless they can give an 'end date' & expected part due date then I'd argue it is

Sorry I’m getting confused with the depts dealt with so many different people this past fortnight.
it was Assist who dealt with the breakdown.
it was customer care who’s been sending the software updates over past 2 months after contacting me within 2 days of taking delivery asking about my buying experience so I raised it then. Not having bought a brand new car before I had wrongly assumed they would have kept selling dealer updated.
I’ve now been liaising with the dealer and I’ve asked on timescale to replace the head unit as it was diagnosed last Tuesday but no update since. 

Appreciate your advice, Thank you.

Sezzle1974

born_again said:

Why are you dealing with Jaguar Assist & not direct with the dealer you bought the car from on the infotainment issue?

As Jaguar Assist appears to be just breakdown cover.

sorry I missed typed it was Jag Customer Care not assist they’re the ones who dealt with breakdown.

I was called to ask how my buying experience was couple days after I took delivery, I stated the problem with the incontrol system and I was passed on to customer care as they apparently send the software updates. They’ve tried approx 5/6 times with different updates over 2 months. 

I didn’t realise they do not liaise with the selling dealer but now I do, I have been liaising with Sales Manager and have asked for timescale on replacing the head unit. As diagnosed last Tuesday and no update since. 

born_again

Expect a long wait.. They will say chip supply issues etc.