jlr.com

If I could give zero stars I would

If I could give zero stars I would. Terrible company and customer service go to Porsche instead.My partner who owns a Range Rover from new has been recommending for a while that I give the Evoque a try.So he bought a six year old Evoque from a family member with a view to keeping it for a year or so to see if I liked it and trading in for a new model if I did. So potential new business for JLR with a tidy profit for them.Although second hand it was pristine owned from new and done just over 30K one careful lady owner in our family selling to buy a new model. Covered by the full JLR extended warranty (highest level) and with a full dealership service record with no previous faults recorded. JLR were more than happy to transfer the most expensive warranty (with roadside assist) to me (the second owner) and take the remainder of their annual fee for it. I thought great that gives me good cover.Soon after purchase it developed a water leak from the top of the windscreen drivers side rendering it undrivable. So I booked it straight into our local JLR dealership in Pickering who have really worked hard to try to get JLR to do the right thing.The dealership checked the windscreen was the original one from manufacture, tested the leak and submitted evidence to JLR for payment either under warranty or as a good will gesture. I followed up with emails including JLR technical services bulletins about the issue which is a recognised manufacturing error affecting the seal on the windscreen of a number of models - there is lots of discussion about this problem on UK Evoque forums.Claim ref:8001303839 Oct 2024After a fair bit of back and forth JLR refused to respond their decision to me so made me wait for their response to go back to the dealership for them to do their dirty work and refuse the claim of £1800 for the repair.I tried to contact my “designated person”at JLR who was suddenly unavailable and so had to ask the dealership to contact them on my behalf instead. JLR refused to pay the fee of £1800 and gave the excuse that it wasn’t covered because it was “outside their framework for good will” and not under warranty either. No mention of a known manufacturing error. On further digging the dealer stated that JLR would have probably covered the full cost if the claim had been made by the first owner a month earlier and not by it’s second owner me! My next step is the ombudsman.So they are happy to sell their warranty to a second owner but not to use it and they won’t recognise a dangerous manufacturing error if I am a second owner. Essentially their cars have a max shelf life of six years!!Essentially JLR are building cars with manufacturing errors that they take no responsibility for once they are resold and sell warranties that are not worth the paper they are written on after tf to a new owner.I currently have a car I can’t use and my initial impression of what I expected to be a “prestige”company is appalling. Other family members and myself own these vehicles and intended to buy new vehicles from this company over the next twelve months or so but will now look elsewhere.They clearly do not appreciate good customer service and how to drive customer loyalty to benefit future sales. Their levelof arrogance to second hand owners is appalling.Do not touch this company with a barge pole.

Date of experience: Oct 18, 2024