Rob

Zero stars wasn’t an option sadly…

So busy with orders that customer service has gone out the window. It has been a terribly disappointing experience for me, which actually ended with me cancelling my order and I won’t be coming back to the dealership or indeed JLR again. I know they are very busy and have orders coming out of their ears so it doesn’t have any impact on the business but that is not an excuse for the lack of communication and customer care I’ve received from them. All was well when placing the order then all went extremely quiet and the Salesman didn’t provide any updates as he had promised and it took me turning up at the dealership in person on one occasion to get some answers. Then I had various attempts at chasing delivery information and I repeatedly made it clear I wanted to know when the cut off for spec changes to the order would be as I didn’t want to miss it - I was just told we had to keep waiting. By the time the Salesman eventually got around to putting through the spec changes (again after numerous chasing emails from my end, a three week period of complete silence) apparently JLR came back and said no it was too late. I asked for changes on April 12th and the Salesman didn’t respond until 7th May when prompted by an email from me telling him to cancel the order because he wouldn’t reply. Had he processed my request when he got it in April, the changes would have been made in time and the car I wanted would have been built. He admitted on the phone he should have probably called me a couple of weeks before to avoid the situation but I was then left with the choice of paying £68K for a car in the wrong spec or re-ordering (at an increased price) and going back to the end of the 12-Month queue. On reflection I decided enough was enough and cancelled my order. I’m now almost three weeks out from cancelling the order, I have had no deposit money refunded nor has the salesman provided any details, despite me chasing again 4 days ago. I also emailed the Sales Manager yesterday who hasn’t bothered to respond. I shouldn’t be surprised though as it took the Salesman a week to respond to the second cancellation email because it was his birthday! That’s lovely for him but completely irrelevant to me and not an excuse - I imagine cover should be in place in such situations and indeed an Out of Office message. I have two friends who have had very similar experiences with the dealership and specifically the same Salesman. It was such an underwhelming, disappointing and off putting experience not matter how desirable JLR cars may be that cannot make up for the short comings. Save yourself the agony and go see Porsche who actually care about their customers.