Pathetic service from Jaguar SA

15 March 1019

Good morning

My Jaguar S Type X ********** was taken into Jaguar Constantiaberg in Cape Town on 21 JANUARY 2019.

The reason I took it in was that after I switched off the engine, the fan carried on running for ages, so obviously I was concerned there was a problem. The car, even though it is old, is in perfect condition, it only has 110,000 km on the clock. I received a call from Jaguar a few days later, telling me what was wrong, and the price to repair the vehicle would be R26123.85 I agreed to accept the quote, as I had to have my car in working order, and I told them to go ahead with the repair.

Once again a few days later I received a call from Peter in the service department, telling me that they had discovered that the water cooler tank was broken, and he was going to try to find a part or have the part repaired.

I was later told that they had received notification from Jaguar SA that the part was no longer available, and that they had taken the part to a plastic expert, and he said that he was not able to repair the part.

I continued calling Jaguar at least once a week, but was told each time they had still not been able to source the part. I was extremely concerned and worried, firstly because I did not have a car, and secondly and most importantly, I was desperate for them to find the part so that my car could be repaired.

This is the email I received from the dealer principal on 19 Feb 2019:

Good morning Mr Gardner Thanks for your enquiry but unfortunately Jaguar do not manufacture the water bottle for your vehicle any more. I have confirmation from Jaguar that no stock is available for this part. We have tried from our side to source one for you but all our other part suppliers do not have any stock of this part also. After numerous discussions with Jaguar Land Rover SA, certain parts for vehicles of this model year are no longer in production. As much we would like to assist you with the repairs of your vehicle, this is unfortunately out of our control. Appreciate your understanding in this regard. Regards Kobus Slabber Dealer Principal Jaguar Land Rover Constantiaberg 125 Main Road, Tokai Tel: ********** 900 • Cell: ********** Email: **********

I immediately called Mr Slabber, and asked him what this meant, was I now supposed to s**** the vehicle because Jaguar was not able to find the part??? How is it possible that “it is out of their control”??? Surely it is Jaguars responsibility to help to find the part?

So, later that day I contacted Jaguar head office, and I received the following email in reply:

Good Day Mr Gardner,

Thank you contacting Jaguar Land Rover South Africa and allowing us to assist you.

Please be advised that we have allocated a senior case manager to handle your matter and shall contact you shortly.

Kind Regards;

Customer Services Operations Jaguar Land Rover South Africa (Pty) Ltd. Fax: +27 8660 JLRSA (55772). Share Call 0860-11-00-90 www.LandRover.co.za Share Call 0860-30-84-00 www.Jaguar.co.za

28 Victoria Link, Route 21 Corporate Park, Nellmapius Drive, Irene X30. Private Bag X2, Pierre van Ryneveld, 0045.

I have never heard another word from Customer Services Jaguar.

It is today the 14 March.

I then started emailing every Jaguar parts company all over the world, every answer I received I sent on to Peter at Jaguar, there were quite a few people who asked for technical details that I could not answer, but Jaguar never followed up on any of these leads.

I also put Jaguar on to a gentleman in the Stand, who referred them to a gentleman in Somerset West, who said he was positive he could find the part, Peter from Jaguar has been dealing with him. I received the following email on the 20 Feb 2019:

Dear Mr. Gardner

Thank you for contacting Jaguar Land Rover South Africa.

Please be advised that if the vehicle is more that 10 years, it will be difficult for us to source the it for you as it has been discontinued.

We will communicate with the UK department and see if there is a part available or an alternative that may be done and advise you on feedback once received and if not, you need to engage with your local s****yards and for assistance on the part.

Regards.

Nontsikelelo Suselo Case Manager Jaguar Land Rover South Africa and Sub-Sahara Africa

Tel: *** Email: **********

Web: jaguar.co.za • landrover.co.za

JAGUAR: LAND ROVER:

I have never heard from this case manager again.

At the beginning of March, Peter PROMISED my partner Sergio and myself, to our faces in the Jaguar showroom in Constantiaberg, that we would very definitely have our car back by the very latest the middle of March. It is today the middle of March, and we have heard nothing about our car.

I am now BEGGING Jaguar to do something to assist us. They refuse to offer us a replacement vehicle, it is costing me a fortune catching taxi’s and uber, but Jaguar is doing nothing to help.

PLEASE PLEASE PLEASE HELP US GET OUR CAR BACK IN WORKING ORDER.

Regards

ROY GARDNER & SERGIO RESCA 121 Ocean View Drive Green Point 8005 CAPE TOWN SOUTH AFRICA 27 21 ********** ********** ********** Skype: royandsergio