David O

No Customer Loyalty

In 2019 engine on Jaguar XKR OV10XWR replaced under jaguar Extended Warranty. Engine lasted 32 months and 17,000 miles when it was destroyed. Why. Inchcape Guildford (IG) neglected to install protective buckets on t=wo high pressure fuel pumps. Result stem on pump snapped through displacement and flooded engine with petrol and resultant loss of compression. This lead to denial by IG, refusal to inspect engine despite 11 years as a loyal customer and documented service records. Final offer from IG was £2.0K for two pumps and pump carrier against engine cost of £35.0K . Three engineers and expert witness had confirmed that engine needed replacement but IG and Inchcape UK decided to believe their engineer- surprise ! Indicative of change in service culture since moving to new location which has lost the culture previously enjoyed when Jaguar was serviced at H A Fox where service receptionist and service manager were very experienced on Jaguar product. Jaguar has been relegated to minority as new facility dominated by Range Rovers and pricing also reflects this. Receptionists very pleasant but lack in depth knowledge of products. Disgraceful behaviour to loyal customer.