April 2021
Progress?
04/26/21 09:11
Out of respect for the folks at JLR that are following up, I'll refrain from posting the contents of every email.
Since I heard from Rory last week, Audrey has continued to touch base with me every day. Thank you!
I received an unsolicited call on Friday from my local Service Manager (Torsten) letting me know they are making progress on locating a windshield and compressor for me. Thank you!
For the first time since the whole NE trip started going downhill, I am optimistic that things are headed in the right direction.
Since I heard from Rory last week, Audrey has continued to touch base with me every day. Thank you!
I received an unsolicited call on Friday from my local Service Manager (Torsten) letting me know they are making progress on locating a windshield and compressor for me. Thank you!
For the first time since the whole NE trip started going downhill, I am optimistic that things are headed in the right direction.
And there appears to be some follow up!
04/21/21 12:51
Shortly after receiving a response from Rory, Audrey reached out:
Begin forwarded message:
From: Audrey Scolny
Subject: Land Rover North America LLC Case # 8000866427
Date: April 21, 2021 at 12:51:08 PM MDT
To: "aaron@gumbee.com"
Dear Mr. Bartlett,
Good Afternoon to you.
I hope today finds you well.
I thank you for escalating your Customer Relationship Center case to Jaguar Land Rover North America's Vice President of Customer Service, Mr. Rory Beattie. Your matter was forwarded to me for handling on his behalf.
We are so very sorry to hear of your unhappy product and Roadside Assistance experience with your 2020 Defender, yet we are glad to have this opportunity to assist you.
Your Executive Case # is 8000866427. Please allow me to escalate this to our Roadside Assistance management team to see why they denied your Trip Interruption claim.
I promise to update you as soon as I am provided with feedback for you.
I thank you so very much for your above and beyond patience through all of this.
Sincerely,
Audrey Scolny
Audrey Scolny
Executive Liaison
Begin forwarded message:
From: Audrey Scolny
Subject: Land Rover North America LLC Case # 8000866427
Date: April 21, 2021 at 12:51:08 PM MDT
To: "aaron@gumbee.com"
Dear Mr. Bartlett,
Good Afternoon to you.
I hope today finds you well.
I thank you for escalating your Customer Relationship Center case to Jaguar Land Rover North America's Vice President of Customer Service, Mr. Rory Beattie. Your matter was forwarded to me for handling on his behalf.
We are so very sorry to hear of your unhappy product and Roadside Assistance experience with your 2020 Defender, yet we are glad to have this opportunity to assist you.
Your Executive Case # is 8000866427. Please allow me to escalate this to our Roadside Assistance management team to see why they denied your Trip Interruption claim.
I promise to update you as soon as I am provided with feedback for you.
I thank you so very much for your above and beyond patience through all of this.
Sincerely,
Audrey Scolny
Audrey Scolny
Executive Liaison
There might be hope
04/21/21 11:07
Shortly after sending my last email to a few contacts, and posting to IG, I received a very promising response!
Begin forwarded message:
From: Rory Beattie
Subject: RE: CASE:[8000866427]: Reimbursement
Date: April 21, 2021 at 11:27:45 AM MDT
To: Aaron Bartlett
Cc:
Dear Aaron
Thank you for reaching out to me directly – let me offer my sincere apologies for the poor service you have had to endure, this is not what we strive to deliver but more importantly not what you deserve.
Obviously I have just received your email so I do not have a holistic view at all of what transpired, but I thought it prudent that I make immediate contact with you. I have included Audrey Scolny from my Executive Liaison Team and I know she will get your issues resolved quickly and effectively. Additionally, I will stay abreast of the status and investigate how we could have applied a significantly better service.
Please feel free to reach out to me directly at any time.
Regards
Rory
Rory Beattie
Vice President Customer Service
Jaguar Land Rover North America LLC
Begin forwarded message:
From: Rory Beattie
Subject: RE: CASE:[8000866427]: Reimbursement
Date: April 21, 2021 at 11:27:45 AM MDT
To: Aaron Bartlett
Cc:
Dear Aaron
Thank you for reaching out to me directly – let me offer my sincere apologies for the poor service you have had to endure, this is not what we strive to deliver but more importantly not what you deserve.
Obviously I have just received your email so I do not have a holistic view at all of what transpired, but I thought it prudent that I make immediate contact with you. I have included Audrey Scolny from my Executive Liaison Team and I know she will get your issues resolved quickly and effectively. Additionally, I will stay abreast of the status and investigate how we could have applied a significantly better service.
Please feel free to reach out to me directly at any time.
Regards
Rory
Rory Beattie
Vice President Customer Service
Jaguar Land Rover North America LLC
A shot in the dark
04/21/21 10:59
At the end of my rope, I sent the following email to Lakin and various contacts I could dig up on the web.
Begin forwarded message:
From: Aaron Bartlett
Subject: Re: CASE:[8000866427]: Reimbursement
Date: April 21, 2021 at 10:59:52 AM MDT
To:
Cc:
Lakin,
I appreciate your support in trying to get this issue resolved. I am however, approaching the end of my rope as far as patience is concerned. It feels like I am being passed around like a hot potato, no one has a holistic view of the entire history of my case, and no one is taking the initiate to follow through on my behalf. I am always calling back after the promised window of a return call has passed. It appears that Land Rover’s slogan of “Above and Beyond” does not apply to customer service.
I left you a voicemail earlier, as once again no one has called from roadside assistance. I cannot seem to reach Hermon directly. The number he gave was for the general Roadside Assistance queue and no one seemed to know who he is.
For completeness, and in order to provide context to the entire history of this and my other issues, I am tracking all of this correspondence on one of my websites: http://www.mydefendernightmare.com/blog-2/
You can read through the March and April blog posts here to see how the correspondence has gone to date.
Out of desperation to get this case closed, I am including a couple of JLR PR contacts.
Begin forwarded message:
From: Aaron Bartlett
Subject: Re: CASE:[8000866427]: Reimbursement
Date: April 21, 2021 at 10:59:52 AM MDT
To:
Cc:
Lakin,
I appreciate your support in trying to get this issue resolved. I am however, approaching the end of my rope as far as patience is concerned. It feels like I am being passed around like a hot potato, no one has a holistic view of the entire history of my case, and no one is taking the initiate to follow through on my behalf. I am always calling back after the promised window of a return call has passed. It appears that Land Rover’s slogan of “Above and Beyond” does not apply to customer service.
I left you a voicemail earlier, as once again no one has called from roadside assistance. I cannot seem to reach Hermon directly. The number he gave was for the general Roadside Assistance queue and no one seemed to know who he is.
For completeness, and in order to provide context to the entire history of this and my other issues, I am tracking all of this correspondence on one of my websites: http://www.mydefendernightmare.com/blog-2/
You can read through the March and April blog posts here to see how the correspondence has gone to date.
Out of desperation to get this case closed, I am including a couple of JLR PR contacts.
Still no call back
04/21/21 10:40
It's been another week. Last time after speaking with Lakin and Hermon, again I was assured someone would call me back no later than one week. This time I felt better since Hermon had provided me with a new phone number and options to press to get to him. When I called the number, it went to the general Roadside Assistance line, where no one had hear of Hermon… so they immediately transferred me to Customer Relations. Here we go 'round and 'round one more time. I called Lakin directly, and left her a voicemail.
Still ignored by Shalyn
04/21/21 10:23
After having waited another week since my last update request, here is another request. I see my case remains open and I see my emails included in the ticket. Hence, I can only assume my correspondence is now being actively ignored.
Begin forwarded message:
From: Aaron Bartlett
Date: April 21, 2021 at 10:23:49 AM MDT
To: Jaguar Land Rover
Shalyn,
Another week has gone by. Despite speaking to Lakin at Customer Relations and Hermon at Roadside assistance (#41471), I still have not received a call back from anyone regarding my outstanding reimbursement. Can you please provide an update on my case?
Thanks,
Aaron Bartlett
Begin forwarded message:
From: Aaron Bartlett
Date: April 21, 2021 at 10:23:49 AM MDT
To: Jaguar Land Rover
Shalyn,
Another week has gone by. Despite speaking to Lakin at Customer Relations and Hermon at Roadside assistance (#41471), I still have not received a call back from anyone regarding my outstanding reimbursement. Can you please provide an update on my case?
Thanks,
Aaron Bartlett
No one ever called back
04/14/21 10:51
Despite the assurance of Lemjed, I never heard back from anyone at Roadside regarding my case. I again had to call Customer Relations to follow-up, this time I called Lakin directly. After catching her up on the lack of follow through since I received her correspondence, she promptly got Hermon on the phone from Roadside. After providing some additional details, Hermon has again said that I should receive a call back regarding my reimbursement request. This time he did provide me with a case number and a direct phone number if I need to follow up.
Can I get an update?
04/13/21 08:51
Begin forwarded message:
From: Aaron Bartlett
Subject: Re: Request update: 38452 - Aaron Bartlett, Land Rover USA,
Date: April 13, 2021 at 8:50:57 AM MDT
To: Jaguar Land Rover
Shalyn,
I updated the case 2 weeks ago, including correspondence from Customer Service stating that I am to be reimbursed by Roadside. I have not heard back from you since before that update. I called Roadside and Customer Service yetsreday, and despite the purpose for having a trouble ticketing system, no one has visibility into the status of my ticket.
Can you please provide an update?
Thanks,
Aaron Bartlett
From: Aaron Bartlett
Subject: Re: Request update: 38452 - Aaron Bartlett, Land Rover USA,
Date: April 13, 2021 at 8:50:57 AM MDT
To: Jaguar Land Rover
Shalyn,
I updated the case 2 weeks ago, including correspondence from Customer Service stating that I am to be reimbursed by Roadside. I have not heard back from you since before that update. I called Roadside and Customer Service yetsreday, and despite the purpose for having a trouble ticketing system, no one has visibility into the status of my ticket.
Can you please provide an update?
Thanks,
Aaron Bartlett
Here we go 'round the Mullberry Bush
04/12/21 15:27
I called Roadside Assistance to follow-up on my case that has been open since March 11, of which I have received no response since Mar 30. I initially spoke with Florina, who promptly informed me that she could not see my ZenDesk ticket and would transfer me to Customer service. Sasha was lucky enough to answer the phone from Customer Support, she informed me that she does not have the ability to see my ZenDesk ticket and would need to transfer me to Roadside Assistance. Feeling like a much maligned ping-pong ball, I asked Sasha to conference all three parties on the phone at the same time. Sasha was very helpful and able to get Lemjed (from Roadside Assistance) on the line. Unfortunately, he is not able to see the ZenDesk ticket and will need to send an email to Customer Advocacy, who should then get in touch with me within the next day or two.
I am at a loss. It feels like 2 disparate organizations that have absolutely no overlap, using a ticketing system that no one has access to. It a bit ironic since ticketing systems exist in order to facilitate consistent customer tracking and communication.
I will remain optimistic that I will hear back from JLR, for the next 48 hours at least.
I am at a loss. It feels like 2 disparate organizations that have absolutely no overlap, using a ticketing system that no one has access to. It a bit ironic since ticketing systems exist in order to facilitate consistent customer tracking and communication.
I will remain optimistic that I will hear back from JLR, for the next 48 hours at least.
No response from Roadside
04/12/21 13:21
12 days since I posted the update to Roadside Assistance… no response. Now I have had another completely new incident ruining another family vacation ((ending up in my Defender being towed to the dealer this morning). I guess I'll be spending time on the phone today.
Most recent update to my RA Case
04/01/21 13:18
Aaron Bartlett
Here is the more recent correspondence from Customer Service where I am again instructed to email support@jlrroadside.zendesk.com, just as I did to originally open this case.
Begin forwarded message:
From: <lrweb2@jaguarlandrover.com>
Subject: CASE:[8000866427]: Reimbursement
Date: April 1, 2021 at 10:42:11 AM MDT
To: <aaron@gumbee.com>
Hello Mr. Bartlett,
Happy Thursday and I hope this email finds you well,
We thank you for reaching out to the Land Rover Customer Relationship Center, I would like to inform you I have spoken with Hermon at the Road Side Assitance team and he advised that your emergency trip interruption will be covered through them. Please send all your airfare and lodging receipts to Support@jlrroadside.zendesk.com
For now, we have closed the above-referenced case. If you have any additional questions or do not receive the check within the time frame stated, please give us a call at the number below. Thank you for being a loyal customer of Land Rover.
Lakin VanWeelden
Customer Relationship Centre
Attached is the voicemail from JLR Customer Service.
I also noticed some inaccuracies in the ticket details. The following fields should be corrected:
50 Miles from Primary Residence Yes (Omaha is 959 miles from my home)
Warranted Mechanical Breakdown Yes (the service order shows it was a warranty repair)
- 11 days ago
Here is the more recent correspondence from Customer Service where I am again instructed to email support@jlrroadside.zendesk.com, just as I did to originally open this case.
Begin forwarded message:
From: <lrweb2@jaguarlandrover.com>
Subject: CASE:[8000866427]: Reimbursement
Date: April 1, 2021 at 10:42:11 AM MDT
To: <aaron@gumbee.com>
Hello Mr. Bartlett,
Happy Thursday and I hope this email finds you well,
We thank you for reaching out to the Land Rover Customer Relationship Center, I would like to inform you I have spoken with Hermon at the Road Side Assitance team and he advised that your emergency trip interruption will be covered through them. Please send all your airfare and lodging receipts to Support@jlrroadside.zendesk.com
For now, we have closed the above-referenced case. If you have any additional questions or do not receive the check within the time frame stated, please give us a call at the number below. Thank you for being a loyal customer of Land Rover.
Lakin VanWeelden
Customer Relationship Centre
Attached is the voicemail from JLR Customer Service.
- jlr0voicemail-26.mp3 800 KB
I also noticed some inaccuracies in the ticket details. The following fields should be corrected:
50 Miles from Primary Residence Yes (Omaha is 959 miles from my home)
Warranted Mechanical Breakdown Yes (the service order shows it was a warranty repair)
Thank you Lakin!
04/01/21 10:58
Begin forwarded message:
From: Aaron Bartlett
Date: April 1, 2021 at 10:58:01 AM MDT
To: lrweb2@jaguarlandrover.com
Lakin,
Thank you for the voicemail and follow up email. I already have a case opened with Roadside Assistance, as this was the suggestion I received when I initially called Customer Service. They have however rejected my request, and have yet to provide any documentation as to why. It feels that I am caught in between two organizations that are passing me back and forth. I will try again and includes “Herman’s” name in my correspondence.
For reference, here is the link to my existing case: https://jlrroadside.zendesk.com/hc/en-us/requests/38452
Thanks,
Aaron
From: Aaron Bartlett
Date: April 1, 2021 at 10:58:01 AM MDT
To: lrweb2@jaguarlandrover.com
Lakin,
Thank you for the voicemail and follow up email. I already have a case opened with Roadside Assistance, as this was the suggestion I received when I initially called Customer Service. They have however rejected my request, and have yet to provide any documentation as to why. It feels that I am caught in between two organizations that are passing me back and forth. I will try again and includes “Herman’s” name in my correspondence.
For reference, here is the link to my existing case: https://jlrroadside.zendesk.com/hc/en-us/requests/38452
Thanks,
Aaron
I hear back from Customer Service, ironically on April Fool's day
04/01/21 10:42
Begin forwarded message:
From:
Date: April 1, 2021 at 10:42:11 AM MDT
To: Aaron
Hello Mr. Bartlett,
Happy Thursday and I hope this email finds you well,
We thank you for reaching out to the Land Rover Customer Relationship Center, I would like to inform you I have spoken with Hermon at the Road Side Assitance team and he advised that your emergency trip interruption will be covered through them. Please send all your airfare and lodging receipts to Support@jlrroadside.zendesk.com
For now, we have closed the above-referenced case. If you have any additional questions or do not receive the check within the time frame stated, please give us a call at the number below. Thank you for being a loyal customer of Land Rover.
Lakin VanWeelden
Customer Relationship Centre
Make sure to read through the March thread (using the navigation to the right)
From:
Date: April 1, 2021 at 10:42:11 AM MDT
To: Aaron
Hello Mr. Bartlett,
Happy Thursday and I hope this email finds you well,
We thank you for reaching out to the Land Rover Customer Relationship Center, I would like to inform you I have spoken with Hermon at the Road Side Assitance team and he advised that your emergency trip interruption will be covered through them. Please send all your airfare and lodging receipts to Support@jlrroadside.zendesk.com
For now, we have closed the above-referenced case. If you have any additional questions or do not receive the check within the time frame stated, please give us a call at the number below. Thank you for being a loyal customer of Land Rover.
Lakin VanWeelden
Customer Relationship Centre
Make sure to read through the March thread (using the navigation to the right)