Clive

Jan 24, 2025

Appalling customer experience with Guildford Jaguar service

Appalling customer experience with the Guildford Jaguar branch, as per the posting below. Ever since Group 1 took over, you can see customer service is not a priority. Took my F Pace in 8 weeks ago for a problem with the rear offiside passenger door. Problem was identified and to be dealt with under the new car warranty. I was told new part would be ordered, and would only take half-an-hour to fix and replace, with expectancy all to be done by very early December. Despite putting 2 complaints in writing about the delay, absolutely no one has responded to me. Terrible customer service, which makes you completely distrust anything they service or do with your car. Obviously too many brands under Group 1 ownership, and their attention to customers is non-existent. Sadly, the Jaguar brand is already on the way downhill anyway with their CEO criticising existing Jaguar owners and it’s heritage in pursuit of some ‘woke’ new market. Fortunately, when I come to look at a new car, the new range of “Barbie" lookalike Jaguars will not be on any choice list, so will be able to choose a car where both the car and the after-service will be better and more respectful of their customers. Update on 31 January 2025 - Group 1 have just posted a reply to my post. They have suggested I write to their complaints department about the issue. Hah!!! If that wasn’t so pathetic, it would be funny. I had already written a complaint to them about 2 weeks ago, but received absolutely no response. Also complained again yesterday on the phone, and the person on the phone promised that the Group 1 Jaguar servicing at Guildford would get back to me within 24 hours. So far nothing - might be a very long wait!!!