Electrics have failed

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Findo
Posts: 2
Joined: Fri Jan 12, 2018 11:15 pm
Location: UK

Electrics have failed

Post by Findo » Fri Jan 12, 2018 11:31 pm

Hi folks

I'm posting on behalf of my Dad who's had his Velar three months , done 1000 miles. Last week the electrics failed on the car , every warning light the car has was flashing , no speedo , ABS , you name it it's failed. He took the car to the dealership who told him they didn't have a car available to give him home and to come back in three weeks , however having looked at it for 40 mins they told him, " your cars got a major electrical issue and we don't have anyone here that can fix it as it's so new" . Hes 85 , no speedo .....


We arrange for Land Rover assist to come out to the car , they run diagnostics and tell him it simply needs a software update. They do this in 40 mins , take the car for a short run and all seems fine . Today( 6 days later ), the dash lights up like a xmas tree and all electrics fail again.

Cars being picked up and taken to dealership tomorrow.

He lost all faith in the car and wants to return it ?

Any suggestions would be greatly appreciated.


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DangerMouseUK
Posts: 132
Joined: Mon Dec 04, 2017 11:00 am
Location: UK

Re: Electrics have failed

Post by DangerMouseUK » Sat Jan 13, 2018 1:58 am

I would email Land Rover Customer Relations with your account of what happened.

lradvice@jaguarlandrover.com - maybe follow that up with a call 0370 5000 500

As what has happened to you is not acceptable at all.

They are allowed a reasonable stab at getting the problem sorted - a software update in 40mins wouldn't probably cut that definition and you're past the 30 day period to just throw it back at them.

So I'd start writing everything down, get the Customer Relations team involved and follow the process.

The dealership aren't playing ball thats for sure - care to name them as they seem bang out of order especially if it was the supplying dealership.


jayd954602
Posts: 1
Joined: Sat Jan 13, 2018 11:13 am
Location: UK

Re: Electrics have failed

Post by jayd954602 » Sat Jan 13, 2018 11:16 am

Findo wrote:
Fri Jan 12, 2018 11:31 pm
Hi folks

I'm posting on behalf of my Dad who's had his Velar three months , done 1000 miles. Last week the electrics failed on the car , every warning light the car has was flashing , no speedo , ABS , you name it it's failed. He took the car to the dealership who told him they didn't have a car available to give him home and to come back in three weeks , however having looked at it for 40 mins they told him, " your cars got a major electrical issue and we don't have anyone here that can fix it as it's so new" . Hes 85 , no speedo ....


We arrange for Land Rover assist to come out to the car , they run diagnostics and tell him it simply needs a software update. They do this in 40 mins , take the car for a short run and all seems fine . Today( 6 days later ), the dash lights up like a xmas tree and all electrics fail again.

Cars being picked up and taken to dealership tomorrow.

He lost all faith in the car and wants to return it ?

Any suggestions would be greatly appreciated.
It sounds to me like either the battery is low or has failed which isn’t uncommon it could just be a faulty battery from the factory

Quite a few threads on the Jaguar and Volvo forums that have had the same thing.

See if you can get the battery tested as it would be a shame to get rid of the car over a £40 part


KRG
Posts: 465
Joined: Fri Apr 28, 2017 1:25 pm
Location: USA

Re: Electrics have failed

Post by KRG » Sat Jan 13, 2018 1:26 pm

These nightmare dealership stories are unreal! 15 year old loaner vehicles, “sorry your car is unusable, come back in 3 weeks.” Is this type of stuff common in Europe? Americans would pass out from shock if confronted with these scenarios. I’ve had dealers pull brand new cars from their inventory for me to drive if they had run out of normal loaner vehicles...and that was for normal service, not even a fault of the car!

This is so unacceptable it’s insane. I hope your father gets it sorted. I would suggest going back with him and absolutely DEMANDING he be provided a replacement to drive until they sort this. That is basic customer service.
18 Velar R-Dynamic SE P250, Narvik Black/Eclipse


Nowaytk
Posts: 62
Joined: Sun Dec 31, 2017 4:41 am
Location: London

Re: Electrics have failed

Post by Nowaytk » Sat Jan 13, 2018 1:36 pm

I always thought LRA had to supply a loan vehicle to the same spec via the dealer? Maybe it does depend on dealer ? When I had an evoque it went it for warranty work but the dealer couldn’t fix the problem after a couple of days but needed their loan vehicle back so got assist to supply me with a sport, which I had for nearly 3 weeks, let’s hope your father doesn’t get fobbed of with excuses, dealers are pretty good at that 🙄


Findo
Posts: 2
Joined: Fri Jan 12, 2018 11:15 pm
Location: UK

Re: Electrics have failed

Post by Findo » Mon Jan 22, 2018 1:20 pm

So the car has now been in over over 10 days and the dealership have admitted they are struggling to six the car. They have issued a Technical request for the 5 specialist mechanics that over the UK to look at the car.

Despite leaving message for the salesman, the head of the business unit etc , I'm being ignored. I`ve never actually experience such terrible service and it`s not even my car.


fatmanz
Posts: 50
Joined: Thu Jun 01, 2017 7:25 pm

Re: Electrics have failed

Post by fatmanz » Mon Jan 22, 2018 3:30 pm

In my experience, this is typical of LR dealership customer service in the UK, especially at the larger franchise dealerships (through which the vast majority of vehicles are sold). I'm amazed when I read about people actually getting replacement vehicles at all, let alone at a similar spec or better.

My advice would be to take the following actions:
  1. Contact LR customer services - you will get a reference number but little more, ask for escalation immediately
  2. Contact customer services of the dealership in question - again, expect a reference number and nothing more
  3. Contact a managing director of the dealership/franchise - contact details can usually be found online
Keep your emails short, outline the problem and what you expect them to do about it, put in all the reference numbers so they know you've already spoken to everyone else.
Phone them every day, follow up every phone call with an email to summarise the conversation or let them know that you have tried to reach them.
If the person you speak to says they can't help you, insist that you speak to their boss or that they point you to someone who can.
Tell them how difficult they have been to get hold of and insist on direct phone numbers, they will promise to call you back and won't - hold them to account whenever they do this.
Call them from a withheld number so that can't ignore/block your calls - really, they actually do this.

Use resources like corporate websites, Linkedin, Companies House, and Bloomberg to find names/related people and (sometimes guess) email addresses, spam everyone until someone responds or points you in the right direction.

Use your fathers age, mobility and the safety implications of the fault to force a response, these people are experts at taking your money and turning their back.

I've personally had to resort to doing everything listed above to get my own issues resolved, so it does work. Expect them to draw it out as long as they can, they want you to give up - don't.

Good luck and let us know how it goes.
P300, R-Dynamic S, Narvik Black, 21" 1033 Dark Grey, Air Suspension, Extended Leather, Interactive Driver Display.


sealines37
Posts: 4
Joined: Wed Feb 07, 2018 10:53 am
Location: UK

Re: Electrics have failed

Post by sealines37 » Wed Feb 07, 2018 12:21 pm

Defective electrical system
Hi,
I recently bought a Velar on 4 January 2018. Having driven the vehicle for just over 2 weeks I went on holiday skiing for one week. On my return I tried starting the vehicle I immediately noticed a warning on the dashboard display of “Low Battery”, the engine refused to start.
I contacted Land Rover Assistance on the Monday morning (29 January 2018) who were able to start the vehicle. I contacted the dealer who I purchased the vehicle from but they were unable to look at the car until Friday 02 Feb 2018 having expressing my dissatisfaction I have rejected the vehicle and requested a full refund under the Consumer Rights Act (October 2015).
I have searched the internet for similar problems and came across the action in the US “Jaguar hit by $5m Lawsuit”, Amy Block vs Jaguar Land Rover. Anybody else having similar problems?


CRC@LandRover
Posts: 17
Joined: Wed Oct 04, 2017 7:56 am
Location: UK

Re: Electrics have failed

Post by CRC@LandRover » Mon Feb 12, 2018 4:08 pm

sealines37 wrote:
Wed Feb 07, 2018 12:21 pm
Defective electrical system
Hi,
I recently bought a Velar on 4 January 2018. Having driven the vehicle for just over 2 weeks I went on holiday skiing for one week. On my return I tried starting the vehicle I immediately noticed a warning on the dashboard display of “Low Battery”, the engine refused to start.
I contacted Land Rover Assistance on the Monday morning (29 January 2018) who were able to start the vehicle. I contacted the dealer who I purchased the vehicle from but they were unable to look at the car until Friday 02 Feb 2018 having expressing my dissatisfaction I have rejected the vehicle and requested a full refund under the Consumer Rights Act (October 2015).
I have searched the internet for similar problems and came across the action in the US “Jaguar hit by $5m Lawsuit”, Amy Block vs Jaguar Land Rover. Anybody else having similar problems?

Hi Sealines37,

I am sorry to learn of your concerns and for any inconvenience that may have been caused. Please PM me with your vehicle and contact details in order for me to investigate this matter further.
Thanks, Stacie


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