One Man's Treasure Is Another Man's Trash!

<p>My late father purchased a Jaguar XK just a few months prior to his passing. The vehicle was left to me as per his wishes.</p> <p>The vehicle is kept on a carpet, in a garage that is fully tiled. The car has since its purchase, never spent a night outside, ever been driven in the rain or driven on a dirt road. It currently has 28 046 km on the clock.</p> <p>A while ago a ‘pedestrian’ warning light lit up on the dash, and just recently we noticed a water drip over the passenger feet area when the aircon is on. It was decided that the vehicle would be taken to N1 City Jaguar to tend to those issues and be serviced at the same time. An appointment was made for Friday 21 April 2017.</p> <p>The vehicle was delivered to N1 City Jaguar at 08h00 on Friday 21 April 2017 and a gentleman by the name of Ronaldo then assisted us further. We were told that we could either wait in the allocated area or if we were in town he would contact us when the vehicle was ready.</p> <p>We received a call from Ronaldo at 13h25 to inform us that there was a blocked drain pipe on the aircon which needed to be replaced and the car will have to remain there for the weekend as the part has to be ordered.</p> <p>We got a call on Monday 25 April 2017, only to instruct that the rear brake pads need to be replaced at 28 000 km, thereafter, no update from Jaguar. Messages which we left generated no reply. I finally managed to get Ronaldo on the phone on Thursday 27 April 2017, being a public holiday. There were some new issues with the aircon and, being a long weekend, could only be resolved on Tuesday 02 May 2017, but, was assured I would receive a call first thing on the Tuesday morning to notify me when I can come through and collect my vehicle.</p> <p>By Thursday 04 May 2015 I had received no word. I called three times and left 2 messages requesting that Ronaldo would return my call. I requested to speak with the service manager but was informed that he was unavailable until 16 May 2017. and the lady I was speaking to could not assist as she was not the appointed service representative.</p> <p>Finally, on Friday 05 May 2017, I received a call from Ronaldo informing me that the part for the aircon had just arrived as they had no stock in Johannesburg. However, everything else was done and I may be able to collect my vehicle later that day.</p> <p>Monday 08 May 2017 I eventually called. On my second attempt Ronaldo answered and let me know that they were just waiting to calibrate the pedestrian sensors as they were still giving some trouble. Being rather anxious by this time I made it clear that I needed feedback the following day.</p> <p>Received the call from Ronaldo at 13h06 on Tuesday 05 April 2017 only to ask if my vehicle had ever been in a collision, and that it seemed my vehicle would possibly not be ready by the weekend.</p> <p>It had been 19 days, and Jaguar could not service my vehicle, put off a warning light on the dash and stop a drip from the aircon? Absolutely unbelievable!</p> <p> </p> <p> </p> <p> </p> <p> </p> <p>The following day, Wednesday 09 April 2017, I decided to make the 1 hour 45 minute drive to see for myself as all did not seem well. I arrived at N1 City Jaguar at approximately 14h00. Not choosing to announce my arrival, I walked into and through the workshop looking for my vehicle. Outside, round the back of the workshop, I found my car standing in the sun, in a wet and dirty yard. My car was filthy. The beige Jaguar mats that were in the vehicle were trampled with oil and grease. I was outraged. That Jaguar would treat a customer’s vehicle with such extreme disregard, after we entrust it to them, expecting the same care and reliability that the Jaguar symbol has come to represent.</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p>I found a technician walking away from the vehicle and stopped him, asking what the situation was with the car. He said that he was asked to quote on a ‘drain pipe for the aircon, and a ‘pedestrian sensor’! (The only two problems I wanted checked 20 day prior.) When I asked if it took them 3 weeks to get to this point, he showed me his clipboard, pointing out that he only received the vehicle and instruction that morning!!</p> <p>Confronting Ronaldo about this disgusting service and extreme disrespect for a customer’s property, I said that if Jaguar was unable to even put a warning light off on a vehicles dashboard, they should not attempt it but leave it to some backyard auto electrician that can, and I would like to collect my vehicle by Friday. Ronaldo, the’ N1 City Jaguar service representative’, then had the audacity to say: “So does that mean we should not worry about the pedestrian sensor?”</p> <p>Since leaving there I have not heard a single word from Jaguar or Ronaldo. Not a confirmation that my vehicle will be ready, not an apology for the state I found me vehicle in, not even a meagre attempt at an explanation.</p> <p>I am truly so disappointed in every aspect of this experience. Have never experienced anything like it from any Company that has serviced any of our vehicles ever. And Jaguar, the last company you would expect it from!!!!! </p>