Thank You!
05/17/21 10:19
It took a couple of months, some serous perseverance, and a considerable amount of personal time… but JLR has finally reimbursed me for the travel and hotel expenses incurred for the Omaha trip. Thank you. I hope that JLR modifies it's policy where the requirement that the vehicle be towed to a dealership NOT be the determining factor for "trip interruption".
Things are looking up
05/10/21 09:59
Audrey continues to touch base on a daily basis.
With JLR's help, we managed to get the windshield repaired on Thursday and the Compressor has arrived. We are holding off on installing the compressor until we figure out the future of my existing Defender.
With JLR's help, we managed to get the windshield repaired on Thursday and the Compressor has arrived. We are holding off on installing the compressor until we figure out the future of my existing Defender.
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