Review Time
I would give them zero stars if possible. The worst customer service imaginable. When escalated to the head office the standard response of call the emergency support if you have a tech issue other wise get lost! What was once a great brand is no more. They genuinely do not care about the customer experience and accept poor quality of product and customer service.
***SHOCKING SERVICE*** DO NOT BUY THIS MAKE VEHICLE** Been asking since 20th may for a call back sent multiple emails even to the CEO & nothing back. called today which I have recorded and the young lad put the phone on me! You just can’t write it! They rant and rave how Land Rover is good car, but don’t want to pay UNDER THE WARRANTY when it goes wrong as a common fault which is the engine failure cylinder 6! Not one person have bothered to call it contact us in regards to this! Definitely taken these to the financial ombudsman without a shadow! Disgusting customer service from this pathetic excuse of a ‘prestige’ company!
Jaguar Roadside assistance is a complete failure. After 5 phone calls, promises and no help for 24 hours i gave up and called CAA - took 2 minutes and help arrived a few hours later. Not sure why they continue using 3rd party US based “Urgently” as a provider judging by the similar ratings online. This reflects poorly on Jaguar.
Bought a 3 year old Jaguar I-Pace in November 2023. Earlier this year it started having issues charging intermittently. Phoned Jaguar on March 10th and was told the earliest I could book car in was 12th May!! Ended up having to hire cars during this period as the car would only charge occasionally. Car went in on the 12th of May. Was diagnosed as needing a replacement junction box and also has a battery cell issue (covered by manufacturer’s warranty) and a faulty 12v battery. Have been quoted over £5.2k for the repair (extended warranty covering £2k) and possibly more for a replacement 12v battery. Don’t know when repair will be carried out as part not in stock and they are “so busy”. Car can’t be charged so can’t be driven and they can’t even find me a courtesy car even though I’m entitled to one. It’s a disgrace that this supposed elite brand car manufacturer is charging so much to repair a car with only 37.5k miles. The I-pace is notoriously unreliable, something I unfortunately learned after purchasing it. The car is literally costing me thousands, not what I expected when buying a Jaguar. £258 per hour labour!! How will this brand survive now that they plan on making only electric vehicles when the only one they’ve ever made has been a complete disaster?? Avoid Jaguar!!
On March 23, 2025, I booked an MOT service with Grange Jaguar Land Rover Swindon for May 5, 2025. My booking was confirmed via text message. However, on April 29, 2025, I received a call from Swindon Jaguar Land Rover informing me that the MOT appointment could not proceed as scheduled due to the company transitioning to a new name. I was assured that the MOT would still be carried out on May 17, 2025, at the same time, on a Saturday morning. Understanding the circumstances, I accepted this change.On May 1, 2025, I received an email stating that Grange Jaguar Land Rover would become part of Marshall Motor Group, but that all bookings and service plans would remain intact, with no action required on my part. However, on May 13, 2025, I received yet another call stating that my MOT could no longer be carried out at all.During this conversation, I spoke to a manager—whose name was not provided—who repeatedly stated that they could not fulfill my booking and instead arranged an alternative MOT appointment at a different garage. Initially, I was not informed which garage this was, but I later learned that it was Kwik Fit. I want to make it clear that this alternative is completely unacceptable to me. I specifically chose to book my MOT with Jaguar Land Rover because I have had negative experiences with third-party garages in the past. This situation has caused significant inconvenience and frustration, as I had expected the services promised under the Jaguar Land Rover service plan to be honored.Furthermore, the attitude of the manager I spoke with was extremely unprofessional. He showed little concern for the difficulties I was facing, repeatedly stating that I had booked with Grange Jaguar Land Rover rather than Marshall Motor Group, and that they could not accommodate my service despite prior assurances.
Under official defender extended warranty the engine had compression issues at 46k miles and a new engine required. Warranty company refused to cover on the basis it is an inherent engine problem (many other ingium engines have failed). JLR so far only offering 60% contribution. Under the consumer rights law if there is an inherent problem they should cover 100%
If I could give minus stars I would. Service at the Norwich branch has been shocking and my I-Pace since purchase has regularly been developing a repeated fault. They took my car for what they told me would be a two week repair and I got it back 4 months later. Despite repeated attempts to find out what was happening there was no communication and no apology. Staff were rude and dismissive once I had signed for the car. Spend your money elsewhere.
My first review was removed - which proves JLR are trying to brush this issue under the carpet. Lots of JLR Diesel vehicles from 2017 upwards, some new ones too, are experiencing expensive fixes with the DIESEL PARTICULATE FILTER. Be warned, do your research, there are currently several class action law suits afoot. Lots of info online - sadly too late for me over £4000 to fix.
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Jaguar Land Rover Automotive PLC is the holding company of Jaguar Land Rover Limited, a British multinational automotive company with its headquarters in Whitley, Coventry, United Kingdom, and a subsidiary of Indian automotive company Tata Motors.
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