And almost immediately reply so that they have the whole story
03/26/21 12:18
Begin forwarded message:
From: Aaron Bartlett
Date: March 26, 2021 at 12:17:18 PM MDT
To: lrweb2@jaguarlandrover.com
Sarah,
Thank you for opening this case. Attached is the thread where I opened a case with RoadSide Assistance (https://jlrroadside.zendesk.com/hc/en-us/requests/38452) as guided by Ashley at JLR Customer Service on Mar 11. If you have any problems opening the attachment, please let me know.
Attachment: re/Request Update (from zen desk conversation with roadside assistance)
Please note that while Roadside Assistance has denied my claim “as it does not fall under JLR Policy and Procedures”, I followed the guidance given to me by the local dealership providing the service to my car, and then the guidance given to me by JLR Customer Service. You can even see on the service order where the dealership provided the number for Customer Service.
I am not seeking to gouge JLR. In fact, in my reimbursement request I specifically did not include meals, taxis, loss of wages/time, etc. I am hopeful we can remedy the situation before I feel compelled to include the additional costs.
I will add to the above incident, I have logged many of the initial challenges I have had with my defender on one of my websites. While this site was originally intended to be used by my own local dealership so that we could easily track the issues, it doubles here to demonstrate the continuing challenges. http://MyDefenderNightmare.com
One final issue… My original vehicle order included the Adventure Pack which includes the On-Board Compressor (see attached order). It has been 4 months since I received my vehicle and the dealer *still* can’t give me a date when the compressor will arrive.
Attachment: Defender Order and Equipment List.pdf
As a long time owner of an LR3 with 150k+ miles, I was extremely excited when my new Defender arrived. However, the reliability of the vehicle, unknown status of parts I have already paid for, and now the lack compassion for what my family went through and how this impacted our vacation, is pushing me to the limit. I really do hope that JLR cares enough about it’s loyal customers that are willing to be early adopters, that they simply do “the right thing”.
Thank you for your assistance in trying to resolve this issue.
Sincerely,
Aaron Bartlett
From: Aaron Bartlett
Date: March 26, 2021 at 12:17:18 PM MDT
To: lrweb2@jaguarlandrover.com
Sarah,
Thank you for opening this case. Attached is the thread where I opened a case with RoadSide Assistance (https://jlrroadside.zendesk.com/hc/en-us/requests/38452) as guided by Ashley at JLR Customer Service on Mar 11. If you have any problems opening the attachment, please let me know.
Attachment: re/Request Update (from zen desk conversation with roadside assistance)
Please note that while Roadside Assistance has denied my claim “as it does not fall under JLR Policy and Procedures”, I followed the guidance given to me by the local dealership providing the service to my car, and then the guidance given to me by JLR Customer Service. You can even see on the service order where the dealership provided the number for Customer Service.
I am not seeking to gouge JLR. In fact, in my reimbursement request I specifically did not include meals, taxis, loss of wages/time, etc. I am hopeful we can remedy the situation before I feel compelled to include the additional costs.
I will add to the above incident, I have logged many of the initial challenges I have had with my defender on one of my websites. While this site was originally intended to be used by my own local dealership so that we could easily track the issues, it doubles here to demonstrate the continuing challenges. http://MyDefenderNightmare.com
One final issue… My original vehicle order included the Adventure Pack which includes the On-Board Compressor (see attached order). It has been 4 months since I received my vehicle and the dealer *still* can’t give me a date when the compressor will arrive.
Attachment: Defender Order and Equipment List.pdf
As a long time owner of an LR3 with 150k+ miles, I was extremely excited when my new Defender arrived. However, the reliability of the vehicle, unknown status of parts I have already paid for, and now the lack compassion for what my family went through and how this impacted our vacation, is pushing me to the limit. I really do hope that JLR cares enough about it’s loyal customers that are willing to be early adopters, that they simply do “the right thing”.
Thank you for your assistance in trying to resolve this issue.
Sincerely,
Aaron Bartlett