Lynsey. W

Avoid at all costs!

Horrendous customer service! Sorry for the long review but there’s so much to say! We picked up our brand new F Pace on March 1st from Cardiff. All was fine until it broke down on June 11th with a leak on the fuel line, smoke was pouring from the bonnet as we were driving and we were leaking fuel all over the road. This materialised to be a recall for the model. It was repaired at Stratstone, Cardiff and we were called to collect it on June 16th. We didn’t get more than 10 miles from the garage when it broke down again, this time we found out the drive belt had shredded and caused damage in the engine bay. We’ve since been told that this shouldn’t have happened to a new car and was likely to be the fault of the garage. After much disorganisation from Jaguar, the car was eventually collected and taken back to the garage (Stratstone, Cardiff) and kept for 2.5 weeks. We were assured profusely it would be repaired and checked thoroughly, it wasn’t! We were called on July 2nd to say it was ready, I asked the service manager what quality checks and road tests it had been through to assure us it was repaired and safe but he didn’t even know, didn’t have a clue. We collected the car to check and road test the car ourselves as they clearly hadn’t. We found the wing mirror was scratched, the hub cap was missing and the bonnet wouldn’t close properly. We were told we just needed to shut the bonnet enthusiastically! Completely unacceptable. 2 out of 3 of these issues we are still waiting to be rectified. A week later I (nervously) drove it a longer distance to find there was a strong stench of oil in the car. The same week, a steering issue also started. Jaguar Assist came out to see the car and we were told that the engine bay was full of oil and debris from where the drive belt had shredded on the 2nd breakdown. Stratstone hadn’t even bothered to clean the engine after the work was done. So much for checking it thoroughly! So back to the garage it went for the 3rd time in 8 weeks. When it came out, we were told the steering had been updated, the engine bay had been cleaned (finally!), the bonnet adjusted and the wing mirror repaired. The bonnet was still not shutting correctly and we were refusing to ‘shut it enthusiastically’!! The wing mirror looked like it had been repaired with tippex, disgusting job from a so-called luxury company! After many calls and emails from us, it eventually went back 2 months later for the wing mirror to be replaced but the bonnet is still an ongoing issue. They also refused to replace the missing hubcab, suggesting it was missing when the car went in, something we couldn’t prove. You’d think giving us a new hubcab would be the least they could do after the appalling service we had received. It’s worth noting aswell that there was a pair of RayBan sunglasses in the car on the first breakdown that weren’t in the car when we collected it on June 16th. We have no evidence that they were taken by the garage but they still haven’t appeared 4 months later. We took the case to the Jaguar Quality Disputes department. After waiting over 3 months for a response, the resolution offered to us was £275 for our inconvenience! They refused to refund or replace the car telling us that the repairs carried out were ‘fair and reasonable’. They refused to accept that the repairs shouldn’t have been needed in the first place. An absolute joke! Since buying the car, we have heard so many similar stories about Jaguar and their awful customer service, not just in Stratstone but all over the country. They are not a luxury company in any way! Avoid!