Customer contempt
Discussion
My S Type 4.2 has had a problem with its alarm for a while. I get it serviced at a Jaguar specialist who are excellent - but were scratching their heads with this one. All the diagnostics said there wasn't a problem, but after 25 mins the alarm forgot who you were and you had to open the car with the key and set it off. (Our neighbours were very understanding!)
Yesterday decided to give my specialist a bit of a leg up and rang the factory to see what to do next. The attitude of their staff beggared belief. I was told I had to move my car to a Jaguar dearlership now and they wouldn't deal with specialists. I explained that that might land me with a big bill for unfinished work - they didn't care. I asked to speak to a manager, I was told I couldn't. I was interrupted and shouted down by one of the rudest people I have ever spoken to on the phone. When I said 'This is my fourth Jaguar and you really aren't motivating me to buy another' I was told that was my decision.
My wife was so incensed that she rang back and asked for the customer services manager, as it was 4.30PM he had apparently gone home and she got the same line from someone who claimed to be in charge.
With Jaguar allegedly in financial difficulties you'd think they would look after their customers a bit better - but on this experience their customer services department should be retitled 'Sales Prevention'
Has anyone else had service like this from the factory - or am I the only one?
Yesterday decided to give my specialist a bit of a leg up and rang the factory to see what to do next. The attitude of their staff beggared belief. I was told I had to move my car to a Jaguar dearlership now and they wouldn't deal with specialists. I explained that that might land me with a big bill for unfinished work - they didn't care. I asked to speak to a manager, I was told I couldn't. I was interrupted and shouted down by one of the rudest people I have ever spoken to on the phone. When I said 'This is my fourth Jaguar and you really aren't motivating me to buy another' I was told that was my decision.
My wife was so incensed that she rang back and asked for the customer services manager, as it was 4.30PM he had apparently gone home and she got the same line from someone who claimed to be in charge.
With Jaguar allegedly in financial difficulties you'd think they would look after their customers a bit better - but on this experience their customer services department should be retitled 'Sales Prevention'
Has anyone else had service like this from the factory - or am I the only one?
Jasper,
No disrespect meant here at all.
If they had have given the independant dealer assistance in rectifying the problem, as a fully franchised dealer we'd be pretty pissed off. If Jaguar start assisting independants it would negate ANY benefits we, as a paid up member of the 100+ Jaguar dealers in the UK have.
We incur huge costs every year keeping up with the franchise standards that Jaguar demand of us on the basis that we expect Jaguar to come to the party and deal exclusively with ourselves. If an independant can get the same level of access to the depths of Jaguars technical resources, what would be the point in having a franchised dealer? It simply wouldn't be worth it.
If the independant wants technical advice, 9 times out of 10 all they need to do is call the dealership they buy their parts from. In most cases the techs/workshop foreman won't mind assisting.
That said, there is absolutely NO excuse for poor customer service and it shouldn't be tolerated. A strongly worded letter to the consumer affairs manager might not go amiss in this instance.
No disrespect meant here at all.
If they had have given the independant dealer assistance in rectifying the problem, as a fully franchised dealer we'd be pretty pissed off. If Jaguar start assisting independants it would negate ANY benefits we, as a paid up member of the 100+ Jaguar dealers in the UK have.
We incur huge costs every year keeping up with the franchise standards that Jaguar demand of us on the basis that we expect Jaguar to come to the party and deal exclusively with ourselves. If an independant can get the same level of access to the depths of Jaguars technical resources, what would be the point in having a franchised dealer? It simply wouldn't be worth it.
If the independant wants technical advice, 9 times out of 10 all they need to do is call the dealership they buy their parts from. In most cases the techs/workshop foreman won't mind assisting.
That said, there is absolutely NO excuse for poor customer service and it shouldn't be tolerated. A strongly worded letter to the consumer affairs manager might not go amiss in this instance.
Edited by Phil Hopkins on Saturday 4th November 10:29
Understand Phil - you have your business to protect - but my car's nearly five years old so getting down the food chain a bit - and my guy had talked to everyone and his dog. I've had some excellent service from dealerships in the past - I use an independent because he supplied the car and has looked after me really well.
The problem isn't especially the support for indy's, the problem is that the people at the factory didn't give a toss about any financial loss I might incur - or me as a customer. There are many more diplomatic ways of sorting a problem than saying - and I quote "I won't help you"
The problem isn't especially the support for indy's, the problem is that the people at the factory didn't give a toss about any financial loss I might incur - or me as a customer. There are many more diplomatic ways of sorting a problem than saying - and I quote "I won't help you"
Myobb said:
Why dont you go to the top? Write a letter of complaint to the Managing Director of Jaguar - Ms Bolearno Bollocks or whatever she is called. I did this when I had a complaint with regards to my bank (HSBC) & received a reply & €100 from W.R.P Dalton the then CEO.
It's Bibi BTW, I've met her and she is very nice. I would however suggest you do call Jag Customer Services and make a complaint as I'm sure jags MD would like to know.
G
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