4 years ago
In December 2019 I bought an F-Type 2.0 from JLR W...
In December 2019 I bought an F-Type 2.0 from JLR Waterford in Fourways. It was brand new (0 km) but had already been registered.
I specifically enquired about the service intervals and it was explained to me that it was either a maximum of 26,000km or once a year. I was also told the vehicle will indicate to me when it requires a service. (My previous vehicle did the same - a message appeared on the dash to inform you that it had to be serviced.)
As it is now just under 1 year since I bought it, I phoned JLR Centurion (Lazarus Motor Company) to book its first service with just over 5,000km on the clock.
I was informed that the vehicle is late for its service and that there would be a penalty fee of R2,500. Apparently it should have been serviced in June already.
I was informed that the service plan was activated in June 2019 and that I should have had the car serviced before the end of June 2020.
I contacted JLR South Africa Customer Service to try and resolve the matter.
JLR South Africa informed me that it is in one of the many documents that I signed on the day of purchase. Because I signed the document they have no responsibility towards me as the customer and that I will have to pay the penalty fee. The fact that no Service Reminder appeared seems to be conveniently ignored.
I am disappointed as I was never informed by either JLR Waterford or the vehicle itself that it should have been serviced in June 2020. Based on the verbal information provided to me when I bought it I was not aware of the June deadline. I am therefore wondering how I was supposed to have known this as I was working on the one year period from when I bought it with 0 kilometers on the clock.
It is unfortunate when companies such as JLR SA forget about customer service during a time when the economy is weak. In stead of building a relationship with their customers they seem to prefer alienating them.