March 2021
Losing my patience with lack of cooperation
03/30/21 16:32
Begin forwarded message:
From: Aaron Bartlett
Date: March 30, 2021 at 4:32:58 PM MDT
To: Jaguar Land Rover
Shalyn,
Thank you for your response.
I *have* already been in contact, and have an open case with Customer Resource Center. I will continue to work with them on this issue. In addition, since you are the one that has denied my claim, I am requesting that you provide me with documented material to support the request denial. This is a simple ask, and I believe I am entitled to know exactly what the "policies and procedures” are for the basis of the denial.
If I am not aware of the policies and procedures:
1) How can I be held accountable to them?
2) How do I ensure that any future request abide by them?
Thank you for your continued support in trying to resolve this critical customer issue,
Aaron
From: Aaron Bartlett
Date: March 30, 2021 at 4:32:58 PM MDT
To: Jaguar Land Rover
Shalyn,
Thank you for your response.
I *have* already been in contact, and have an open case with Customer Resource Center. I will continue to work with them on this issue. In addition, since you are the one that has denied my claim, I am requesting that you provide me with documented material to support the request denial. This is a simple ask, and I believe I am entitled to know exactly what the "policies and procedures” are for the basis of the denial.
If I am not aware of the policies and procedures:
1) How can I be held accountable to them?
2) How do I ensure that any future request abide by them?
Thank you for your continued support in trying to resolve this critical customer issue,
Aaron
No documents for you!
03/30/21 16:15
| Shalyn Small |
I ask for some documentation
03/30/21 15:21
Begin forwarded message:
From: Aaron
Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 30, 2021 at 3:21:34 PM MDT
To: Jaguar Land Rover
Shalyn,
Can you please send me a copy of the JLR policy and procedures documents?
Thank you,
Aaron
From: Aaron
Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 30, 2021 at 3:21:34 PM MDT
To: Jaguar Land Rover
Shalyn,
Can you please send me a copy of the JLR policy and procedures documents?
Thank you,
Aaron
Deny, defer, redirect
03/30/21 14:29
| Shalyn Small |
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
I hear back from Customer Service
03/26/21 11:43
Begin forwarded message:
From:
Date: March 26, 2021 at 11:38:33 AM MDT
To:
Hello Mr. Bartlett,
This is Sarah with Land Rover North America reaching out to advise that I will be your new case manager for the above-referenced case. Once I review the available information, I will be following up with you to provide a status update. In the meantime, if you have any specific questions or concerns that I can address, feel free to reply to this email, and I will be in contact at my earliest convenience. I appreciate your patience while we work towards a resolution.
NOTE: Please do not adjust, delete, or modify the "Subject" portion of this email, as it would adversely affect our ability to follow up on your case.
Sarah W.
Customer Relationship Center
From:
Date: March 26, 2021 at 11:38:33 AM MDT
To:
Hello Mr. Bartlett,
This is Sarah with Land Rover North America reaching out to advise that I will be your new case manager for the above-referenced case. Once I review the available information, I will be following up with you to provide a status update. In the meantime, if you have any specific questions or concerns that I can address, feel free to reply to this email, and I will be in contact at my earliest convenience. I appreciate your patience while we work towards a resolution.
NOTE: Please do not adjust, delete, or modify the "Subject" portion of this email, as it would adversely affect our ability to follow up on your case.
Sarah W.
Customer Relationship Center
Shocked response!
03/25/21 17:11
Begin forwarded message:
From: Aaron Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 25, 2021 at 5:11:24 PM MDT
To: Jaguar Land Rover
Shalyn,
Thank you for your response.
According to JLR’s website, I clearly see that "Trip-Interruption Expense Benefits: reasonable reimbursement of out-of-pocket expenses if a warranty-related disablement occurs more than 50 miles from home.” Nowhere on the page do I see any requirements. https://www.landroverusa.com/ownership/vehicle-warranty.html
I was instructed by my dealer to contact Customer Service, who then instructed me to contact RoadSide Assistance via email. I followed the instructions provided to me for seeking travel reimbursement. If any policy was broken is was due to the lack of guidance provided by both the local dealership that was in contact with JLR during the repair and by JLR Customer Service.
I respectfully request that you reconsider honoring the claimed benefits of purchasing my Land Rover. Please remember, these expenses (and more) were incurred solely because my new Land Rover Defender broke down.
Thank you,
Aaron
From: Aaron Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 25, 2021 at 5:11:24 PM MDT
To: Jaguar Land Rover
Shalyn,
Thank you for your response.
According to JLR’s website, I clearly see that "Trip-Interruption Expense Benefits: reasonable reimbursement of out-of-pocket expenses if a warranty-related disablement occurs more than 50 miles from home.” Nowhere on the page do I see any requirements. https://www.landroverusa.com/ownership/vehicle-warranty.html
I was instructed by my dealer to contact Customer Service, who then instructed me to contact RoadSide Assistance via email. I followed the instructions provided to me for seeking travel reimbursement. If any policy was broken is was due to the lack of guidance provided by both the local dealership that was in contact with JLR during the repair and by JLR Customer Service.
I respectfully request that you reconsider honoring the claimed benefits of purchasing my Land Rover. Please remember, these expenses (and more) were incurred solely because my new Land Rover Defender broke down.
Thank you,
Aaron
Request denied
03/25/21 16:29
| Shalyn Small |
Providing documentation
03/24/21 10:00
Begin forwarded message:
From: Aaron
Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 24, 2021 at 9:38:39 AM MDT
To: Jaguar Land Rover
Shalyn,
Thank you for responding. We have finally received our Defender, and have spent the last several days driving back home from Omaha. You will find the requested documents for our flights and hotel attached.
Aaron
Address
Cell Number
The Vehicle mileage when we dropped of the vehicle was 8867.
Attchments:
From: Aaron
Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 24, 2021 at 9:38:39 AM MDT
To: Jaguar Land Rover
Shalyn,
Thank you for responding. We have finally received our Defender, and have spent the last several days driving back home from Omaha. You will find the requested documents for our flights and hotel attached.
Aaron
Address
Cell Number
The Vehicle mileage when we dropped of the vehicle was 8867.
Attchments:
- Defender-Service-RO.pdf 1 MB
- Defender-Service-Flight.pdf 50 KB
- Defender-Service-Hotel.pdf 70 KB
- Defender-Service-Hotel-2.pdf 70 KB
JLR Requests info
03/19/21 00:55
| Shalyn Small |
| Please send itemized copies of your receipts on company letterhead. |
A copy of the Repair Order or receipt from the certified Jaguar Land Rover dealership.
Current vehicle mileage.
Your full name, mailing address to send payment, and phone number.
Kind regards,
Shalyn
Customer Service Advocate
Fly back to Omaha
03/18/21 10:03
Over the past week, the Dealership has been in constant contact updating me on the situation. JLR had to send the dealership a data logger to troubleshoot the issue. In the end, a patch was made to the Defender. I sure hope they committed the patch to the Master Branch, ;). We made our way home without any further incident.
Opening my ticket with JLR Roadside Assitance
03/12/21 09:53
Begin forwarded message:
From: Aaron
Subject: 2020 Defender Warranty Repair - Out of State
Date: March 11, 2021 at 1:47:33 PM MST
To: support@jlrroadside.zendesk.com
Beginning Mar 4, shortly after having some warranty work completed at my local LR dealership, my Defender started to periodically stall while driving. On a vacation trip that included us driving the Defender to Omaha to pick up a new RV, the stalling occurred several times. Before attempting the drive home with a 3 ton trailer in tow, we asked the Omaha LR Dealership to take a look.
The Defender remained at the dealership for 3 days, before we had to return home due to inbound storm conditions and the need to return to work. Since LR was no closer to understanding the nature of the problem, we booked flights home with the expectation that we would return a week later to pick up our Defender.
During this time, we have incurred expenses related to hotel stays, airline flights, and unexpected meals. What is the process to open a case for “trip interruption”?
NE Dealship where the vehicle is located: Land Rover Omaha
VIN: XXXXXXXXX
R/O Number: YYYYYYYY
TA Case #ZZZZZZZZ
Thanks you in advance for your help,
Aaron
From: Aaron
Subject: 2020 Defender Warranty Repair - Out of State
Date: March 11, 2021 at 1:47:33 PM MST
To: support@jlrroadside.zendesk.com
Beginning Mar 4, shortly after having some warranty work completed at my local LR dealership, my Defender started to periodically stall while driving. On a vacation trip that included us driving the Defender to Omaha to pick up a new RV, the stalling occurred several times. Before attempting the drive home with a 3 ton trailer in tow, we asked the Omaha LR Dealership to take a look.
The Defender remained at the dealership for 3 days, before we had to return home due to inbound storm conditions and the need to return to work. Since LR was no closer to understanding the nature of the problem, we booked flights home with the expectation that we would return a week later to pick up our Defender.
During this time, we have incurred expenses related to hotel stays, airline flights, and unexpected meals. What is the process to open a case for “trip interruption”?
NE Dealship where the vehicle is located: Land Rover Omaha
VIN: XXXXXXXXX
R/O Number: YYYYYYYY
TA Case #ZZZZZZZZ
Thanks you in advance for your help,
Aaron
And so it begins...
03/11/21 10:25
As advised by the dealership, I contact JLR Customer Service. After speaking to Ashley for a while, telling her the story, she advises me to send an email to jlrroadside.zendesk.com to seek trip interruption reimbursement.
We can't wait any longer
03/10/21 09:43
After a few days of troubleshooting and working directly with JLR, the problem is unknown and the issue unresolved. The dealership advises us not to tow an RV with the vehicle in it's current condition. There is no ETA for when the Defender will be fixed and I need to get back to work soon. We decide to fly back home with a return flight to Omaha one week later. I ask the dealership how to pursue seeking reimbursement for my hotel and flights, they direct me to JLR Customer Service.
Somethings' not right
03/08/21 11:50
In the two days it took us to drive to Omaha, the Defender randomly stalled 5 times. We only stopped for gas, a hotel for 1 night, and once or twice for food. So, nearly half the time I started the car, it would stall within about 5 minutes. We were a bit concerned about slapping an extra couple of tons to the back fo the rig, so I took the Defender in to the local dealership to have it checked out. After about 1.5 hours, the dealership called and let me know there were 34+ errors being thrown. They had cleared some of them, but not all. They didn't expect to have the issue resolved that day. They offered a loaner car and we got a hotel room for the night.
Let's get our new RV!
03/04/21 09:34
Prior to buying the Land Rover Defender, my wife and I began our research into buying an RV. We finally settled in on one from a dealer in NE, since we could get a significantly better deal out there. We made plans to take a couple of days to drive out to Omaha, and then we would take a week long vacation staying at various sports along the way back home to Utah. We were very excited to pick up the RV and really test the towing capabilities of the Defender.