How to lose a customer in less than 60 days. (A helpful guide) On March 15, 2019 I brought my Jaguar F-Type to Spokane for an oil change. The car was running fine and this was supposed to be routine. Based on the mileage that I had driven the vehicle it was recommended by folks in the service department that I have a host of additional services. One such service was a fuel system service. The service was performed that day and the customer service was great. The cost totaled around $1356.00. I drove the car back home no problem. On March 17, 2019 I took the car out for a drive. At about 5:00 pm. The car began to lurch, a strong fuel smell began to fill the cabin, and white smoke began to pour from the exhaust. I pulled the vehicle to the side of the freeway and observed raw fuel running out of the exhaust. I called my insurance company and had the car towed to my home. A 3 hour inconvenience needless to say. March 19, 2019 I took 3 hours off work to wait for the tow. March 21, 2019 I call and inquire about the vehicle. I am told that parts are being ordered and that they should be in later in the week March 23, 2019 I call after not hearing anything. I ask what happened to the car as I had just had it serviced. I’m told by service that the service tech that is working on my car is not working today. Monday March 25, 2019. I call service again. I ask what happened to the car and what is the ETA for repair. I’m told that the Technician is not working today. March 26, 2019 I’m told that 3 injectors were struck open. Strange since I thought my fuel system was serviced a day prior! April 2, 2019 I get the car back. With a tow a tow bill! (Im told later I will be reimbursed) April 6th, 2019 Low Coolant warning. Well they had to do a lot of work, it could be burping or something. No problem, I top it off. April 12th, 2019 Low coolant warning…again, slow leak someplace? April 15th, 2019 I send a certified letter to Jaguar Spokane explaining my frustrations with their service and the tow bill I was not expecting to pay. April 23, 2019. I have verified I do have a coolant leak. Jaguar Spokane Manager calls me to discuss my letter and promises to deliver on making the repairs on the coolant leak as well as reimburse me for the tow bill. April 27, 2019 I drive the Jaguar to Spokane and drop off the car. This time I get a loaner. April 30, 2019 Jaguar Spokane calls and says the car is ready to be picked up. Perfect!! I have a road trip and hotel reservations in Montana for the 4th. May 2, 2019 I once again take time off work to drive 2.5 hours to Spokane and pick up my Jaguar, then 2.5 hours back back home with the car. Seems to be running great. May 3, 2019 One day before a planned trip and one day after they took care of the coolant leak. Low Coolant warning! Well they did just replace the water pump, so maybe its just an air bubble. Wow its really low. Fill it back to the line. May 4, 2019. (See attached photo in their business photos) Coolant leak too severe to drive ANYWHERE!!! Garage floor covered. Trip cancelled, hotel charge to card lost due to failure to cancel 24 hours in advance. I do not need to write anything derogatory here, the timeline speaks for itself. Does Jaguar Spokane have good people? Sure. Is this just a series of unfortunate events and I happen to have the unluckiest car in the western hemisphere and Jaguar Spokane had nothing to do with breaking my car over and over? Not likely. So after an hour long conversation with Jaguar North America the car will be sent to Bellevue for service May 7th, 2019. UPDATE******* After a few days in Bellevue the car is fixed. I have been driving it for over a month now no issues. Jaguar Spokane did send me a check for the tow bill (that covers the one star). As far as the generic response below; Why should I take the time to contact you? You have my number and address. It should be you reaching out to me to offer me some sort of refund or compensation for weeks of frustration. a $1350 service bill, 2 days of lost work time.
Stephen Zetz
Jul 10, 2019