JLR does not entertain to assist me to update my software?

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Kinglouu
Posts: 7
Joined: Sat Oct 17, 2020 3:32 pm
Location: UK

JLR does not entertain to assist me to update my software?

Post by Kinglouu » Sat Oct 17, 2020 3:46 pm

Hello guys, I'm new to this forum. I'm currently living in Malaysia. My Velar D300 2017 was bought in the UK and imported to Malaysia a year ago. Recently I just came across there are complimentary software update by JLR worldwide (including JLR Malaysia). However, when I phone them up for making an appointment to get my software update, they gather my vehicle info along with VIN and I was told car isn't bought from them and they are unable to do the software update for me. Well I understand they don't do free for non customer, I would pay for the software update not a problem. They refused to even I willing to pay for the service. What am I suppose to do to get an update when my local JLR doesn't bother to take my business? My car has sim slot also wifi, I searched the google that I could update myself OTA. Here comes another issue, when I go into my infotainment settings > there isn't "software update" option where it should be. I assuming my software is way too old and it does not support OTA software update. Can anyone advise me what can I do with this now. It's frustrating for the laggy software and delayed button pressed and these could be fixed for just a software update. I believe my software is stuck at the oldest firmware version( and I can't check what is my current software too) and its glitching and tons of software issues. Appreciate your time.

Arianne
Posts: 372
Joined: Fri Jul 21, 2017 9:39 pm
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by Arianne » Sat Oct 17, 2020 10:44 pm

I think you’re stuck sadly. I have a 2017 D300 like you. Software Over the Air (SOTA) updates came with a later update undertaken by the dealer. I think it was 19A or 19B. After that, the car picks up the updates automatically.

If your dealers in Malaysia refuse to undertake the crucial update then I don’t think there’s anything you can do - shipping the vehicle back to the U.K. is not financially viable.

I feel for you. We once bought a new Ford Galaxy. It was U.K. specification, first registered in the U.K. but sourced by the supplier from a Ford dealer in Belgium. At the time it enabled the supplier, Motorpoint 2000, to offer big discounts due to exchange rate and tax advantages.

We bought the car and was told that the local Ford dealer would honour the Ford warranty in the usual way. This was indeed true until month 25. We then discovered that the warranty was two years in Belgium compared to the standard three years here in the U.K. Ford U.K. exercised their discretion and agreed to meet 50% of the repair cost as a goodwill gesture.

That’s the trouble with imports - they have a knack of springing nasty surprises upon their owners.

I wish you well. The software updates have improved the ICT Pro stability as it’s far less buggy. Response times are about the same. There’s been some minor changes to the graphics.

My advice to you is this..... if you cannot get it updated by a local dealer, or a specialist independent, then don’t get bogged down mentally with it all. The updates are useful but they’re not groundbreaking and there’s a risk of losing joy in the car if you let it.

As an aside - lovely having you join the forum from Malaysia. We have plenty of folk from the U.S. and Europe, a few from Australia and NZ, at least one from Singapore. So welcome!

Best wishes. Arianne.
D300 R-dynamic with lots of optional toys. Corris Grey, sunroof, activity bracelet, configurable lighting, 825w Meridian sound, heated everything, configurable dynamics, full leather pack, summer / winter tyres & the important cup holder cover!

Kinglouu
Posts: 7
Joined: Sat Oct 17, 2020 3:32 pm
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by Kinglouu » Sun Oct 18, 2020 5:30 am

Arianne wrote:
Sat Oct 17, 2020 10:44 pm
I think you’re stuck sadly. I have a 2017 D300 like you. Software Over the Air (SOTA) updates came with a later update undertaken by the dealer. I think it was 19A or 19B. After that, the car picks up the updates automatically.

If your dealers in Malaysia refuse to undertake the crucial update then I don’t think there’s anything you can do - shipping the vehicle back to the U.K. is not financially viable.

I feel for you. We once bought a new Ford Galaxy. It was U.K. specification, first registered in the U.K. but sourced by the supplier from a Ford dealer in Belgium. At the time it enabled the supplier, Motorpoint 2000, to offer big discounts due to exchange rate and tax advantages.

We bought the car and was told that the local Ford dealer would honour the Ford warranty in the usual way. This was indeed true until month 25. We then discovered that the warranty was two years in Belgium compared to the standard three years here in the U.K. Ford U.K. exercised their discretion and agreed to meet 50% of the repair cost as a goodwill gesture.

That’s the trouble with imports - they have a knack of springing nasty surprises upon their owners.

I wish you well. The software updates have improved the ICT Pro stability as it’s far less buggy. Response times are about the same. There’s been some minor changes to the graphics.

My advice to you is this..... if you cannot get it updated by a local dealer, or a specialist independent, then don’t get bogged down mentally with it all. The updates are useful but they’re not groundbreaking and there’s a risk of losing joy in the car if you let it.

As an aside - lovely having you join the forum from Malaysia. We have plenty of folk from the U.S. and Europe, a few from Australia and NZ, at least one from Singapore. So welcome!

Best wishes. Arianne.
Thank you Arianne for your respond and input. Appreciate it.

The problem is I am not sure independent workshop outside from JLR able to update the software. Or the software is solely with JLR only. Some independent workshop mentioned to me they able to update my firmware and update ACP also along with update navigation update to south east Asia map. They cost a lot as well for this service (roughly £1200). The thing is I not sure these software are genuine or not and I’m afraid it may cause further problem in the system. I’m so frustrating with these software glitches in this expensive brand. Oh there’s crackling noise in my meridian sound system too... :(

Gervel300d
Posts: 20
Joined: Wed Mar 13, 2019 6:47 pm
Location: GER

Re: JLR does not entertain to assist me to update my software?

Post by Gervel300d » Sun Oct 18, 2020 7:34 am

Try to contact JLR directly. They should have an interest in having their dealers done the necessary Work, even if it is not unser warrenty. If you have after an update a software where ota searching is possible, any dealer (maybe worldwide)can push a update to your vin.

Just my 2c

Kinglouu
Posts: 7
Joined: Sat Oct 17, 2020 3:32 pm
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by Kinglouu » Sun Oct 18, 2020 8:17 am

Gervel300d wrote:
Sun Oct 18, 2020 7:34 am
Try to contact JLR directly. They should have an interest in having their dealers done the necessary Work, even if it is not unser warrenty. If you have after an update a software where ota searching is possible, any dealer (maybe worldwide)can push a update to your vin.

Just my 2c
Yea I just emailed to JLR directly and raised this issue. Hopefully they reply my email and give me a solution. I am pretty much fed up already but hoping for some miracle to happen.

Arianne
Posts: 372
Joined: Fri Jul 21, 2017 9:39 pm
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by Arianne » Sun Oct 18, 2020 8:56 am

That’s a good suggestion about contacting JLR direct. I have a contact and telephone number for JLR and I will send you a private message with the details. It’s a long shot for you but she might take pity on you and assist. You’ll have it within 30mins as I need to get it from my phone - I am having a lazy Sunday morning in bed right now! All the best, Arianne
D300 R-dynamic with lots of optional toys. Corris Grey, sunroof, activity bracelet, configurable lighting, 825w Meridian sound, heated everything, configurable dynamics, full leather pack, summer / winter tyres & the important cup holder cover!

Kinglouu
Posts: 7
Joined: Sat Oct 17, 2020 3:32 pm
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by Kinglouu » Sun Oct 18, 2020 9:52 am

Thank you so much Arianne! Appreciate it

Arianne
Posts: 372
Joined: Fri Jul 21, 2017 9:39 pm
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by Arianne » Sun Oct 18, 2020 10:51 am

Kinglouu wrote:
Sun Oct 18, 2020 9:52 am
Thank you so much Arianne! Appreciate it
You’re welcome.
D300 R-dynamic with lots of optional toys. Corris Grey, sunroof, activity bracelet, configurable lighting, 825w Meridian sound, heated everything, configurable dynamics, full leather pack, summer / winter tyres & the important cup holder cover!

SpokenHands
Posts: 504
Joined: Mon Feb 05, 2018 8:40 am
Location: UK

Re: JLR does not entertain to assist me to update my software?

Post by SpokenHands » Sun Oct 18, 2020 4:52 pm

There appear to be regional/national variations in the software and the Malaysian software version or any updates may actually create conflicts with your UK base firmware.

I guess the only way to address this would be to do a full software re-format and reload the Malaysian version of the base firmware and all future updates on that. This may remove some functions that are UK spec but not available in the Malaysian market (perhaps Wifi, SIM or DAB support, etc...) - I am not aware if SOTA is available in Malaysia.

So, as unhelpful as it may sound, your local dealer is probably doing the right thing even though software updates are free within warranty.
I would not recommend doing any of this with an independent dealer. There is more to the software than the pretty screens and buttons we see.
2020 Porsche Taycan Turbo S
2018 Mercedes AMG GT-C Roadster
2018 Range Rover Velar First Edition D300 HSE

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