Dealership service department issue

HHI944 · 08-01-2013, 04:47 PM

Ok, none of the stupid brand reliability comments. JD Power seems to think differently and I don't think this is a typical issue. So:
6 weeks ago I had a front suspension blow out......... went to the dealer and had them do the repairs
3 weeks ago,I got air suspension faults and took it to the dealer.... they wasted a lot of time and ultimately told me that they couldn't diagnose it because their computer was down.

I chased problems around based off a cheap code readers finding and replaced a rear shock and the suspension compressor. .... to no avail.....

Last week I finally took it in for them to actually diagnose as well as do a transmission service

Picked the car up Monday, transmission service done and suspension fixed. The bracket for the right rear height sensor had gotten bent and just required bending back in to place.

I made it 30 miles and got an ABS fault...... brought it back and got the pleasure of paying them to replace the right rear speed sensor. ...... the one that had never had an issue before but was inches from the bracket they 'fixed'

Yesterday, a parking brake fault......

It seems to me we are well passed coincidence

Opinions?

widgeon13 · 08-01-2013, 04:52 PM

Yes, I'd say they are at best being careless and doing some damage while they are in there and you are paying the bill. Does sound fishy to me. I think there should be some sharing of repair expense on the new finds.

HHI944 · 08-01-2013, 05:09 PM

Ive contacted jaguar corporate and have a call with a rep from there tomorrow, but I'm also going to speak worth the dealer manager tomorrow morning. ..... I'm not amused

Scott R · Scott R's Garage

wow! Makes me thankful my XJR is older and I can still work on it. What they are doing is inexcusable and honestly they owe you a sizable refund. It doesn't hurt to get angry with the service manager on the service drive, they like to avoid conflict there.

HHI944 · 08-01-2013, 06:24 PM

I plan to raise a good bit of hell tomorrow.....
If you hear about some maniac driving their jag through the dealer showroom.....don't expect any posts from me for a while.....

cairns · 08-01-2013, 06:39 PM

My wife and I have a saying: Better to have owned a Jaguar and lost money than to have never owned a Jaguar at all.

It's comforting, In a way.

jwhcars · 08-01-2013, 06:46 PM

I would not lower myself to their suspected level. Keep calm speak firmly and if you don't get results take it all the way to the top.

EarlyPorsche · 08-01-2013, 06:57 PM

Is it weird that I've had really good luck with modern jags???

Edit: but NOT their service. Once paid $200+ to fix a headlight plug only to find they crimped a short 22 gauge wire and plug on. I had to cut it off and solder a new factory plug to fix their mess.

Scott R · Scott R's Garage

Quote:

Originally Posted by EarlyPorsche

Is it weird that I've had really good luck with modern jags???

Edit: but NOT their service. Once paid $200+ to fix a headlight plug only to find they crimped a short 22 gauge wire and plug on. I had to cut it off and solder a new factory plug to fix their mess.

I did a new front main seal and a shaft sleeve, $195 in parts.

HHI944 · 08-01-2013, 07:38 PM

Quote:

Originally Posted by EarlyPorsche

Is it weird that I've had really good luck with modern jags???

Edit: but NOT their service. Once paid $200+ to fix a headlight plug only to find they crimped a short 22 gauge wire and plug on. I had to cut it off and solder a new factory plug to fix their mess.

Up until I took it to them for the front shocks, I'd had great luck with the jag.....great car.......

asphaltgambler · 05:03 AM

Well - this experience is very typical today, especially from the dealer, more than just honest mistakes. Really it's the result of a compensation system that is as outdated as Ford Model "T"s. All service people are paid entirely by comission, piece-work. As Manufacturers have struggled (since the mid '70's) with market share and profits; the largest controllable cost area is warranty claims/ dollars.

They simply pay less time and money to the service people repairing their engineering / production mistakes. This in turn has a direct impact on COD (Cash on Delivery) labor times which are generally 50% higher based off of the warranty time. When warranty times decrease the COD time goes with it. In my 30+ years in the business I have NEVER seen warranty times increase.

There has been a steady decline in warranty hours of any job for any manufacturer since the 80's. Inversely proportionate is the complexity and difficulty repairing these vehicles along with a significant decrease in the replacement parts quality, even from the manufacturer themselves.

The hourly labor cost to the consumer has also dramatically increased, far above normal inflationary dollars. Most dealers in the DC-metro area are in the $120+ range per labor hour while if the average to above average tech gets maybe $22.00 / labor hour (not clock hrs). THAT is the gross margin the dealer takes, not including a stout margin on parts (which the tech never gets a piece of)

The modern dealerships' service bay business model is: overstaff with young, inexperienced people who will accept low pay and promises. Have 1 or two experienced guys do the technically challenging work and will consult with and help the other 80%.

The primary goal, reward and complete emphasis is the most hours 'turned' or completed in a day/week/month and customer satisfaction ................................................wa y down the list. Today there is no real incentive for the service techs to perform the job well, not even good enough. It's all about the money. Get it done as fast as possible and move on the next. If the customer comes back, the service writer will just blame the part, you or anything else so they can charge you again.

Sad state of the industry.....................

porsche4life · porsche4life's Garage

Joe, the car is old enough to be out of warranty, why are you still taking it to the stealership?

HHI944 · 08-02-2013, 05:54 AM

Actually, it's just barely outside of warranty...warranty extended to 8 years when they made it a certified select preowned.

I take it there for the odd stuff I cant or dont want to do because they're supposed to at least do **** semi right when they rape my wallet and I dont trust my local indy jag guy at all.....

biosurfer1 · 08-02-2013, 06:48 AM

Stories like this are why I try to make my "can't or don't want to" list as small as possible. If it were you fixing the bent bracket, you would have noticed if you hit/broke/tweaked something...the dealership probably just buttoned everything up hoping nothing popped up for a week so they can claim it was your fault.

HHI944 · 08-02-2013, 09:06 AM

Quote:

Originally Posted by biosurfer1

Stories like this are why I try to make my "can't or don't want to" list as small as possible. If it were you fixing the bent bracket, you would have noticed if you hit/broke/tweaked something...the dealership probably just buttoned everything up hoping nothing popped up for a week so they can claim it was your fault.

That's exactly whati suspect is going on. ...
And I believe I have sufficient evidence fora successful civil claim

Steve Carlton · 08-02-2013, 05:00 PM

Have you talked to the service manager yet?

HHI944 · 08-02-2013, 06:46 PM

Many times....she's happy to keep taking my money, but not willing to accept the fact that these issues could be related to their service....

got a track day with the dealership GM on Sunday....I'm gonna talk to him then

Zeke · 08-02-2013, 07:42 PM

Would you rather deal with that or medical billing?

If you can't examine the work done, you are at their mercy. Actually, mercy is a bad choice of words.

HHI944 · 08-02-2013, 08:04 PM

I'm definitely happier dealing with this over medical billing issues.......this will resolve.......and I do, somewhat, check their work....I just can't check everything because everything runs through the damn computers.....