Inchcape Jaguar Land Rover Service Centre

Comments/requests captured during booking and check in not acknowledged.

The fault, and reason for booking has been present since the car was purchased so in my opinion was missed during prep for vehicle was put on sale as an ‘approved used’ vehicle. I was still responsible for covering this cost.

The service was great and Callum kept me up to date on the works as they progressed. There was an issue with the vehicle but they got to the bottom of it quickly and sorted everything out. I will be using them again in the future.

Our vehicle was in for its first annual service at the Guildford Service Centre, and we also had another problem concerning its EV capability that we asked them to investigate. The standard of work was good, as we would expect it to be, and the EV problem was solved, but I just wanted to put in a word for our customer service rep, Zara Rojos. Our car had to stay at the garage longer than expected for the EV problem to be solved, but Zara kept us informed along the way, was very professional and genuinely empathetic, which made for an excellent customer experience.

Just had my Land Rover (cam belt etc)serviced and mot but on the VHC check I’m told that it urgently requires both lower control arms, a prop shaft centre bearing, one tyre which is 91% worn and a number plate bulb at a cost of over £3000 pounds on top of the £1240 service. I questioned this as I had done very little mileage since last year, and had just returned from Paris without any issues, so after the service the vehicle has its MOT which it passed with only 1 advisory the number plate bulb. It seems to me that monthly targets needed to be met and creative repairs were required. I almost sanctioned the work as it was apparently urgent, I have always had it serviced by a main dealership but after this experience it will be the last. I’m still waiting for a manager to phone me for a explanation on the VHC verses the MOT

Writing to be express my satisfaction with my recent visits to Inchscape. Since being assigned Zara as service advisor the service has been exceptional. Kept informed at all times on on progress with my Defender. Issues under warranty were quickly remedied. Big thank-you from me for making the whole process a pleasant experience.

Date of visit was 23rd November 2022, the email below sent to the Service Manager the same day. No response received as of 26th November 2022.

Mr Brown,

I collected my car after a visit to your workshop today. The visit was for the N642 recall.

Some thoughts that I’d like to share with you…

Arranging the booking for the recall to be carried out

Louise was proactive and efficient in following up my enquiry and taking care of booking the car in for the N642 recall (see further down this email thread).

Visiting the workshop today

The chap who took the keys from us this morning (around 9:30am) was superb and very customer focused, including helping us with directions to Guildford.

Picking up the car

Whilst in Guildford, I noted on the LR App that the car was locked and parked outside of the workshop so headed back to pick the car up. I didn’t know if it was ready, but happy to wait at the workshop.

On arrival we received a friendly welcome from a lady, who directed us into the waiting area for someone to bring the keys to us.

Someone from the workshop office area came over and handed me the key and said something along the lines of you’ve been in for a recall here’s your key - he then walked off.

Customer Service Opportunities missed from my perspective.

The person who gave me the keys did not take me through the works that had been completed or advise where the car was.

Expectations have not been met as I have no idea whether the car has had the health check that was included in the booking email from Louise below. The car was also not given a wash and vacuum as stated would happen in the booking email below from Louise.

Questions

What works have been carried out (I’m assuming the N642 recall).
Was the car given a health check?
Why wasn’t the car cleaned inside and out?

I look forward to receiving your comments.

I booked a courtesy car a month in advance, but none was available on the day. Nevermind.. my car was collected. When it was returned it was left in my driveway, unlocked and with the window down in the middle of a torrential thunderstorm. The app alerted me to the state of the car, not the people dropping the car off. When I got in my newly valeted car there were black greasy fingerprints on my white leather upholstery, and the whole of the inside of the windscreen was so smeary that I couldn't drive the car before I cleaned it.

I love this place! It is beautifully appointed, the staff are welcoming, professional with the perfect amount of humanity mixed in so they're not like corporate robots. The seating area is comfortable and well equipped with quality refreshments and biscuits. I was made to feel welcome, made to feel like I was important and to top that, they did EXACTLY what they said they were going to do. Sarah Hearse was lovely, helpful and thorough, making sure everything was right before she took my payment. THIS, is what dealing with a service center should be like. Thank you!