Extremely disappointing customer service

Dear Jaguar Land Rover Customer Service,

I am writing to express my deep disappointment with the recent service and treatment I have received.

My vehicle broke down in the early hours of the morning and had to be towed to a Jaguar dealership on Saturday. I received an email advising that the vehicle was in for diagnostics, and I was instructed to call on Monday to check if a service consultant had been allocated.

I attempted to call three times throughout the day, but the lines were continuously busy. When I eventually got through, I was told that the consultants were all unavailable and that someone would return my call. As of now, I have yet to receive any communication, and I remain completely unaware of the issue with my vehicle.

Additionally, at no point was I offered a courtesy car — something I would reasonably expect, especially under these circumstances. It’s frustrating to note that while I receive regular calls from your sales team inquiring about my next purchase, I am met with silence and indifference when I actually need support.

With my motor plan set to expire in two months, I had been considering renewing with Jaguar Land Rover. However, after over a decade of loyalty to the brand, this experience has left me seriously questioning my decision. The lack of communication, accountability, and empathy has made it clear that I need to consider alternative brands that prioritize after-sales service.

I hope this feedback is taken seriously and that steps are taken to ensure no other customer has to go through a similar experience.