Hi All,
So....how to start?
I've been an active member of the forum and have dreamed about my Velar experience for a while (not different from all the fellow members). If you've followed my posts I have actually thought about several different specs and at some point actually managed to find a perfect spec, a R-dynamic D240.
I have actually studied so hard the brochure that at the end I knew all the optional prices by heart, yeah I was that into the car.
So came delivery day, my Velar was soooo stunning, Corris Grey with Black roof, pan sliding roof and air suspension, 21 grey alloys...honestly still the best looking car I've seen (read SUV).
At delivery I noticed a few issues:
- Some paint imperfections on the left hand side (both doors) - looks like dust whilst paint was applied
- Side skirts popping out of the frame
- Swirls on the black rear pillars
- No Sim connectivity
- No wi-fi connection
On top of this, the dealer couldn't connect the car to their system to setup the Incontrol system.
I've decided to take delivery, but noting these issues on the delivery notes (in the end, the car had already been paid).
I then took the car home and within the first 36 hours I had air suspension noise and HDC system fault. At that point I sent the dealer a note I was considering rejecting the car.
I took the car in at the dealer at 48 hours of ownership and asked them to investigate the issues.
Basically the paint issue meant they would have to re-spray the left side of the car (nothing major, 6 spots of about 1 cm each)
They plugged the car into diagnostics and couldn't find the source of the issues - they raised a query with JLR which apparently meant they had 24 hours to respond (unless in extenuating circumstances).
After 48 hours I contacted them and asked for an update.- I note JLR needed these 48 hours - They've mentioned the factory plugged into the car and actually advised this is an issue they had never seen before.
This was then escalated to JLR global! (that was my 5th day of ownership)
During that day, and before knowing the full story, I spoke to the brand manager whom I have a very good relationship with - I then raised my concerns and requested a rejection of the vehicle (I had already a printed letter with the request and handed to him). With our great relationship he was very open to the idea noting the issues. Great dealer I must say!
He told me to wait 48 hours as he was going to raise a case with JLR customer service and to follow up then. So I did.
After 48 hours I liased with him and JLR refused any liabilities (RUBISH!!! with all capital words) - 100% JLR faults and not dealer. They didn't want to help the dealer with any losses - hopefully this will be escalated and sorted as this is utterly awful of the brand with the network.
My dealer was amazing and confirmed they would work with me to find an alternative. This was 7 days into the ownership (36 hours with the car, I note). I then looked into stock, spoke to them a few times in the following 24 hours and decided to ask for a refund.
Within 9 days of delivery, the dealer refunded me the purchase price - they win my loyalty in that sense. Gladly they sell other brands.
Moral of the story is that I have always been very respectful and an amazing client for them (owned 10+ cars from their network) and they did their part being respectful to me and being very responsive and providing me with an amazing custoemer service.
I will admit, I've owned a Discovery 3, 4 and Range Rover Sport 5.0 V8 and had issues with all of them. I bought the Velar as my last trial with the brand and promissed myself when signing the contract this will be my last one if I had problems.
I guess I must follow my promise now - the dealership now has a 100 miles on the clock second hand Velar to sell - this should be JLR problem, not theirs.
In the end can't fault customer service, I can fault the brand.
Still what a great looking car!
So....how to start?
I've been an active member of the forum and have dreamed about my Velar experience for a while (not different from all the fellow members). If you've followed my posts I have actually thought about several different specs and at some point actually managed to find a perfect spec, a R-dynamic D240.
I have actually studied so hard the brochure that at the end I knew all the optional prices by heart, yeah I was that into the car.
So came delivery day, my Velar was soooo stunning, Corris Grey with Black roof, pan sliding roof and air suspension, 21 grey alloys...honestly still the best looking car I've seen (read SUV).
At delivery I noticed a few issues:
- Some paint imperfections on the left hand side (both doors) - looks like dust whilst paint was applied
- Side skirts popping out of the frame
- Swirls on the black rear pillars
- No Sim connectivity
- No wi-fi connection
On top of this, the dealer couldn't connect the car to their system to setup the Incontrol system.
I've decided to take delivery, but noting these issues on the delivery notes (in the end, the car had already been paid).
I then took the car home and within the first 36 hours I had air suspension noise and HDC system fault. At that point I sent the dealer a note I was considering rejecting the car.
I took the car in at the dealer at 48 hours of ownership and asked them to investigate the issues.
Basically the paint issue meant they would have to re-spray the left side of the car (nothing major, 6 spots of about 1 cm each)
They plugged the car into diagnostics and couldn't find the source of the issues - they raised a query with JLR which apparently meant they had 24 hours to respond (unless in extenuating circumstances).
After 48 hours I contacted them and asked for an update.- I note JLR needed these 48 hours - They've mentioned the factory plugged into the car and actually advised this is an issue they had never seen before.
This was then escalated to JLR global! (that was my 5th day of ownership)
During that day, and before knowing the full story, I spoke to the brand manager whom I have a very good relationship with - I then raised my concerns and requested a rejection of the vehicle (I had already a printed letter with the request and handed to him). With our great relationship he was very open to the idea noting the issues. Great dealer I must say!
He told me to wait 48 hours as he was going to raise a case with JLR customer service and to follow up then. So I did.
After 48 hours I liased with him and JLR refused any liabilities (RUBISH!!! with all capital words) - 100% JLR faults and not dealer. They didn't want to help the dealer with any losses - hopefully this will be escalated and sorted as this is utterly awful of the brand with the network.
My dealer was amazing and confirmed they would work with me to find an alternative. This was 7 days into the ownership (36 hours with the car, I note). I then looked into stock, spoke to them a few times in the following 24 hours and decided to ask for a refund.
Within 9 days of delivery, the dealer refunded me the purchase price - they win my loyalty in that sense. Gladly they sell other brands.
Moral of the story is that I have always been very respectful and an amazing client for them (owned 10+ cars from their network) and they did their part being respectful to me and being very responsive and providing me with an amazing custoemer service.
I will admit, I've owned a Discovery 3, 4 and Range Rover Sport 5.0 V8 and had issues with all of them. I bought the Velar as my last trial with the brand and promissed myself when signing the contract this will be my last one if I had problems.
I guess I must follow my promise now - the dealership now has a 100 miles on the clock second hand Velar to sell - this should be JLR problem, not theirs.
In the end can't fault customer service, I can fault the brand.
Still what a great looking car!