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Discussion Starter · #1 ·
Hi
I was hoping someone could give some advice.
My wife received a Brand new diesel E pace in May which she took on personal lease for 4 years. She had the car for 2 weeks before the amber engine warning light came on and the car went into limp mode. The mechanic from jaguar assist came out to look at it, took it for a drive, plugged in a code reader and thought it might be a problem with the turbo but wasn't sure.
The car was booked into our nearest Jaguar dealer 30 miles away and we were told we had to get the car there, even with the warning light and it being in limp mode, which I thought was pretty poor for a brand new car from Jaguar. I just recently bought a six year old focus from Arnold clark which came with a 3 month warranty and there was an issue with the tyres, someone from the dealer I bought it from 60 miles away came up dropped off a courtesy car and took it back to get fixed.
Anyway it turned out it was the DPF system, the filter was allegedly full. The car manual says that there should be a DPF warning light to tell you to give the car a good blast but she didn't get any lights other than the engine warning light. Someone from the Jaguar dealer said she wasn't doing enough miles, there was 1200 miles on the clock when it happened and it was two weeks old, that's about 85 miles a day albeit there were 400 miles on the clock as it was driven up from the factory in England to us in Aberdeenshire.
Exactly the same thing has happened twice since, the second time it lasted 2 weeks before the engine warning light came on and the third time was a week. The car has spent more time in the garage than my wife has had it yet she still has to pay 300 pounds every month for it.
When it was in the Garage the third time a nice lady from Jaguar told us that the mechanics had came to the conclusion that it is my wife's driving that is causing the DPF issues and that it will no longer be repaired under the warranty and they want the courtesy car my wife has back or they will start charging her for it. After a conversation with me and this woman they decided out of the kindness of their hearts to fix it again this time as a gesture of goodwill. Funny how after it happened the first time and accusing her of not doing enough miles (I presume the trip average speed was too high to accuse her of driving too slowly) she was offered the first service from Jaguar for free.
My wife drives a minimum of 10k miles a year but I had to get her last lease car mileage up to 12k because she went over the 10k limit with her first lease car. Daily at a minimum she commutes 8 miles to her work and 8 miles back on country (60mph speed limit) roads and every other day she does the same distance again taking kids to activities, my wife is definitely not a slow driver and drives faster than me but she cannot keep at a constantly fast speed on these roads and according to the manual it needs to be driven at 37mph for 10minutes in order for the DPF system to work or 30mph for a longer period of time. I think she definitely drives within these parameters but where are any of the DPF indication lights, we haven't even seen the red DPF full light never mind the amber warning light. I work with car mechanics in my job and they do not agree with anything we are being told from the Jaguar dealer. Her last 2 cars were brand new lease Diesels with DPF systems, we never even knew they had DPF's because there was never any issues with them and she was doing the same commute. The second and third time it happened, Jaguar assist mechanics came out to look at the car and we explained the issues to them and they told us there was definitely a fault with the DPF system, as a brand new filter should not fill up in one week never mind.
My wife obviously wants to reject the car and now hates it and the way she has been treated by Jaguar. She has a very demanding stressful job that she requires reliable transport but she could be stuck with this for 4 years having to pay 1k plus to get the DPF filter replaced every few weeks.
I have been in touch with consumer rights about this and there latest response was that we need to prove that there is a fault with the car regardless of the car not being fit for purpose whether it is my wife's driving or not.
She is still waiting to hear back from the lease finance company but I am sure they will say something similar.
So worst case scenario my wife will be stuck with a car for 4 years that is not fit for purpose, so option 1 - Get another car and let the E pace sit on the drive as she pays 300 pounds a month for it as we cannot afford to pay for the DPF to be fixed every few weeks. Option 2 - drive the car constantly in 3/4th gear in order to keep the DPF happy or option 3 - which is apparently illegal.
I have real sympathy for my wife, for something my wife has been looking forward to for so long to turn into such a nightmare and is honestly beginning to affect her health. I see no alternative but to seek legal advice and possibly approach the media.
If anyone has got any constructive advice my wife and I would be very grateful.
 

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TRENTDUVAL said:
Hi
I was hoping someone could give some advice.
My wife received a Brand new diesel E pace in May which she took on personal lease for 4 years. She had the car for 2 weeks before the amber engine warning light came on and the car went into limp mode. The mechanic from jaguar assist came out to look at it, took it for a drive, plugged in a code reader and thought it might be a problem with the turbo but wasn't sure.
The car was booked into our nearest Jaguar dealer 30 miles away and we were told we had to get the car there, even with the warning light and it being in limp mode, which I thought was pretty poor for a brand new car from Jaguar. I just recently bought a six year old focus from Arnold clark which came with a 3 month warranty and there was an issue with the tyres, someone from the dealer I bought it from 60 miles away came up dropped off a courtesy car and took it back to get fixed.
Anyway it turned out it was the DPF system, the filter was allegedly full. The car manual says that there should be a DPF warning light to tell you to give the car a good blast but she didn't get any lights other than the engine warning light. Someone from the Jaguar dealer said she wasn't doing enough miles, there was 1200 miles on the clock when it happened and it was two weeks old, that's about 85 miles a day albeit there were 400 miles on the clock as it was driven up from the factory in England to us in Aberdeenshire.
Exactly the same thing has happened twice since, the second time it lasted 2 weeks before the engine warning light came on and the third time was a week. The car has spent more time in the garage than my wife has had it yet she still has to pay 300 pounds every month for it.
When it was in the Garage the third time a nice lady from Jaguar told us that the mechanics had came to the conclusion that it is my wife's driving that is causing the DPF issues and that it will no longer be repaired under the warranty and they want the courtesy car my wife has back or they will start charging her for it. After a conversation with me and this woman they decided out of the kindness of their hearts to fix it again this time as a gesture of goodwill. Funny how after it happened the first time and accusing her of not doing enough miles (I presume the trip average speed was too high to accuse her of driving too slowly) she was offered the first service from Jaguar for free.
My wife drives a minimum of 10k miles a year but I had to get her last lease car mileage up to 12k because she went over the 10k limit with her first lease car. Daily at a minimum she commutes 8 miles to her work and 8 miles back on country (60mph speed limit) roads and every other day she does the same distance again taking kids to activities, my wife is definitely not a slow driver and drives faster than me but she cannot keep at a constantly fast speed on these roads and according to the manual it needs to be driven at 37mph for 10minutes in order for the DPF system to work or 30mph for a longer period of time. I think she definitely drives within these parameters but where are any of the DPF indication lights, we haven't even seen the red DPF full light never mind the amber warning light. I work with car mechanics in my job and they do not agree with anything we are being told from the Jaguar dealer. Her last 2 cars were brand new lease Diesels with DPF systems, we never even knew they had DPF's because there was never any issues with them and she was doing the same commute. The second and third time it happened, Jaguar assist mechanics came out to look at the car and we explained the issues to them and they told us there was definitely a fault with the DPF system, as a brand new filter should not fill up in one week never mind.
My wife obviously wants to reject the car and now hates it and the way she has been treated by Jaguar. She has a very demanding stressful job that she requires reliable transport but she could be stuck with this for 4 years having to pay 1k plus to get the DPF filter replaced every few weeks.
I have been in touch with consumer rights about this and there latest response was that we need to prove that there is a fault with the car regardless of the car not being fit for purpose whether it is my wife's driving or not.
She is still waiting to hear back from the lease finance company but I am sure they will say something similar.
So worst case scenario my wife will be stuck with a car for 4 years that is not fit for purpose, so option 1 - Get another car and let the E pace sit on the drive as she pays 300 pounds a month for it as we cannot afford to pay for the DPF to be fixed every few weeks. Option 2 - drive the car constantly in 3/4th gear in order to keep the DPF happy or option 3 - which is apparently illegal.
I have real sympathy for my wife, for something my wife has been looking forward to for so long to turn into such a nightmare and is honestly beginning to affect her health. I see no alternative but to seek legal advice and possibly approach the media.
If anyone has got any constructive advice my wife and I would be very grateful.
Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
 

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Discussion Starter · #3 ·
TRENTDUVAL said:
Hi
I was hoping someone could give some advice.
My wife received a Brand new diesel E pace in May which she took on personal lease for 4 years. She had the car for 2 weeks before the amber engine warning light came on and the car went into limp mode. The mechanic from jaguar assist came out to look at it, took it for a drive, plugged in a code reader and thought it might be a problem with the turbo but wasn't sure.
The car was booked into our nearest Jaguar dealer 30 miles away and we were told we had to get the car there, even with the warning light and it being in limp mode, which I thought was pretty poor for a brand new car from Jaguar. I just recently bought a six year old focus from Arnold clark which came with a 3 month warranty and there was an issue with the tyres, someone from the dealer I bought it from 60 miles away came up dropped off a courtesy car and took it back to get fixed.
Anyway it turned out it was the DPF system, the filter was allegedly full. The car manual says that there should be a DPF warning light to tell you to give the car a good blast but she didn't get any lights other than the engine warning light. Someone from the Jaguar dealer said she wasn't doing enough miles, there was 1200 miles on the clock when it happened and it was two weeks old, that's about 85 miles a day albeit there were 400 miles on the clock as it was driven up from the factory in England to us in Aberdeenshire.
Exactly the same thing has happened twice since, the second time it lasted 2 weeks before the engine warning light came on and the third time was a week. The car has spent more time in the garage than my wife has had it yet she still has to pay 300 pounds every month for it.
When it was in the Garage the third time a nice lady from Jaguar told us that the mechanics had came to the conclusion that it is my wife's driving that is causing the DPF issues and that it will no longer be repaired under the warranty and they want the courtesy car my wife has back or they will start charging her for it. After a conversation with me and this woman they decided out of the kindness of their hearts to fix it again this time as a gesture of goodwill. Funny how after it happened the first time and accusing her of not doing enough miles (I presume the trip average speed was too high to accuse her of driving too slowly) she was offered the first service from Jaguar for free.
My wife drives a minimum of 10k miles a year but I had to get her last lease car mileage up to 12k because she went over the 10k limit with her first lease car. Daily at a minimum she commutes 8 miles to her work and 8 miles back on country (60mph speed limit) roads and every other day she does the same distance again taking kids to activities, my wife is definitely not a slow driver and drives faster than me but she cannot keep at a constantly fast speed on these roads and according to the manual it needs to be driven at 37mph for 10minutes in order for the DPF system to work or 30mph for a longer period of time. I think she definitely drives within these parameters but where are any of the DPF indication lights, we haven't even seen the red DPF full light never mind the amber warning light. I work with car mechanics in my job and they do not agree with anything we are being told from the Jaguar dealer. Her last 2 cars were brand new lease Diesels with DPF systems, we never even knew they had DPF's because there was never any issues with them and she was doing the same commute. The second and third time it happened, Jaguar assist mechanics came out to look at the car and we explained the issues to them and they told us there was definitely a fault with the DPF system, as a brand new filter should not fill up in one week never mind.
My wife obviously wants to reject the car and now hates it and the way she has been treated by Jaguar. She has a very demanding stressful job that she requires reliable transport but she could be stuck with this for 4 years having to pay 1k plus to get the DPF filter replaced every few weeks.
I have been in touch with consumer rights about this and there latest response was that we need to prove that there is a fault with the car regardless of the car not being fit for purpose whether it is my wife's driving or not.
She is still waiting to hear back from the lease finance company but I am sure they will say something similar.
So worst case scenario my wife will be stuck with a car for 4 years that is not fit for purpose, so option 1 - Get another car and let the E pace sit on the drive as she pays 300 pounds a month for it as we cannot afford to pay for the DPF to be fixed every few weeks. Option 2 - drive the car constantly in 3/4th gear in order to keep the DPF happy or option 3 - which is apparently illegal.
I have real sympathy for my wife, for something my wife has been looking forward to for so long to turn into such a nightmare and is honestly beginning to affect her health. I see no alternative but to seek legal advice and possibly approach the media.
If anyone has got any constructive advice my wife and I would be very grateful.
Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
Hi

Thanks for the reply
This has now been resolved through the lease financier, Lex autolease. After they consulted with Jaguar it was found that there were other issues with the car and have decided we are within our rights to reject it.
I was just appalled with Jaguar's attitude to the situation. I was under the impression that a car manufacturer would be bending over backwards to help customers with issues with a brand new car. The exact opposite was true, blaming my wife's driving at every opportunity and threatening to take away or charge her for courtesy cars.
Receiving a brand new car was supposed to be an exciting event for my wife but it turned into a nightmare for her and stressed her out no end.
If it is possible to raise a case against Jaguar's treatment of my wife I will be happy to.
 

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Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
Apparently all posts of this nature are created by automatic software algorithms or "Chat Bots" according to a JLR worker who frequents the DS forum. It's so obvious when you look at the banal [email protected] they post. Why does the forum allow this?
 

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Discussion Starter · #5 ·
revoke said:
Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
Apparently all posts of this nature are created by automatic software algorithms or "Chat Bots" according to a JLR worker who frequents the DS forum. It's so obvious when you look at the banal [email protected] they post. Why does the forum allow this?
Hi Dan, I am offshore at the moment but will get those details to you when I get home.
 

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TRENTDUVAL said:
Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
Hi Dan, I am offshore at the moment but will get those details to you when I get home.
Good Morning TRENTDUVAL

Thank you for updating me with your current situation.

I am happy to hear that your financial concerns have been resolved. However, I am also deeply concerned to learn of the level of customer service you and your wife have experienced.

Please send me a PM with the details request above when you are in a convenient position to do so, and I will be happy to escalate this further.

Many Thanks

Dan - Jaguar UK
 

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Discussion Starter · #7 ·
TRENTDUVAL said:
Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
Hi Dan, I am offshore at the moment but will get those details to you when I get home.
Good Morning TRENTDUVAL

Thank you for updating me with your current situation.

I am happy to hear that your financial concerns have been resolved. However, I am also deeply concerned to learn of the level of customer service you and your wife have experienced.

Please send me a PM with the details request above when you are in a convenient position to do so, and I will be happy to escalate this further.

Many Thanks

Dan - Jaguar UK
********** PERSONAL DETAILS REMOVED FROM FORUM - ITS OPEN TO EVERYONE TO VIEW - PLEASE USE PM **********

Thanks
Chris
 

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Discussion Starter · #8 ·
TRENTDUVAL said:
TRENTDUVAL said:
Hi Dan, I am offshore at the moment but will get those details to you when I get home.
Good Morning TRENTDUVAL

Thank you for updating me with your current situation.

I am happy to hear that your financial concerns have been resolved. However, I am also deeply concerned to learn of the level of customer service you and your wife have experienced.

Please send me a PM with the details request above when you are in a convenient position to do so, and I will be happy to escalate this further.

Many Thanks

Dan - Jaguar UK
********** PERSONAL DETAILS REMOVED FROM FORUM - ITS OPEN TO EVERYONE TO VIEW - PLEASE USE PM **********

Thanks
Chris
Hi Dan

Is there any update on my complaint.
My wife is now trying to recoup some of the initial payment she paid out to at the beginning of the lease for the E-pace, and this is proving to be difficult.
So now through no fault of her own she is struggling to come up with funds to finance another lease car.

Chris
 

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This is all to do with the systemic fault in the exhaust system of D8-chassis Ingenium diesels.

After a certain date (sometime in 2018) JLR shared knowledge of a massive problem that it had known about since 2015 (well before the E-Pace launch). A letter was sent out to dealer sales staff to try and stop wide-spread mis-selling of diesel cars which, luckily, was not such an issue for the E-pace because petrol alternatives had always been available. But people like the OP still got caught out, which the law says was the fault of the vendor. They cold-bloodedly shafted Discovery Sport owners with this for three years throughout the period when a petrol DS wasn't available and, because it was kept quiet for so long to protect the Discovery Sport revenue stream, many diesel-buying Evoque owners also got caught up in it.

There is still a toxic conspiracy of silence within the company and across its dealer network which attempts to cloak the dispicable bahaviour of JLR senior management in relation to this matter. Fortunately JLR's engineers saw what they were doing at the start and have taken every opportunity to publish the true story and leak damning quotes and data through inexperienced and unprotected PR channels such as CRC. Additionally, one or two of the more conscientious dealer staff have broken ranks by releasing vital information like JLRP00100. Without this help, owners would have no way of knowing that they were the victims of a large commercial fraud stemming from JLR's panicky response to the VW dieselgate scandal. Whenever you hear the words "driving style" in relation to oil dilution and DPF clogging you are listening to a salaried repeater chanting words that were agreed in JLR's boardroom in 2015.

Meanwhile, a comprehensive 20 page guide to the technical aspects of this is available on dropbox.

https://www.dropbox.com/s/d0bcrd7sve4l598/D8_Dilution_Explained.pdf?dl=1
 

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Discussion Starter · #11 ·
TRENTDUVAL said:
Good Afternoon TRENTDUVAL

Thank you for your post.

I am sorry to hear of the experience you have had since purchasing your vehicle.

I would like to take this opportunity to escalate your concerns further.

For me to do this, please may i request that you provide me with the following information via PM.

The name of the registered vehicle owner

The Vehicle Identification Number

Your personal contact details.

Once received I will be sure to investigate your concerns, and should it be needed raise a case within the Customer Experience Centre.

Many Thanks

Dan - Jaguar
Hi Dan, I am offshore at the moment but will get those details to you when I get home.
Good Morning TRENTDUVAL

Thank you for updating me with your current situation.

I am happy to hear that your financial concerns have been resolved. However, I am also deeply concerned to learn of the level of customer service you and your wife have experienced.

Please send me a PM with the details request above when you are in a convenient position to do so, and I will be happy to escalate this further.

Many Thanks

Dan - Jaguar UK
Hi Dan

How is the escalation of the complaint going? I am presuming this never happened as it has now been 4 months and you never replied to my last message or got in touch.
My wife's financial concerns you mention above were never resolved. She just managed to get out of her finance agreement but at a cost to her. So through no fault of her own she is hundreds of pounds out of pocket.
I have decided to approach the media to warn other people, especially people who are getting tied into a lease deal about the issues with the DPF system and my experience with the customer care given by certain car manufacturers regarding issues with brand new cars.

Regards
Chris.
 

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TRENTDUVAL said:
TRENTDUVAL said:
Hi Dan, I am offshore at the moment but will get those details to you when I get home.
Good Morning TRENTDUVAL

Thank you for updating me with your current situation.

I am happy to hear that your financial concerns have been resolved. However, I am also deeply concerned to learn of the level of customer service you and your wife have experienced.

Please send me a PM with the details request above when you are in a convenient position to do so, and I will be happy to escalate this further.

Many Thanks

Dan - Jaguar UK
Hi Dan

How is the escalation of the complaint going? I am presuming this never happened as it has now been 4 months and you never replied to my last message or got in touch.
My wife's financial concerns you mention above were never resolved. She just managed to get out of her finance agreement but at a cost to her. So through no fault of her own she is hundreds of pounds out of pocket.
I have decided to approach the media to warn other people, especially people who are getting tied into a lease deal about the issues with the DPF system and my experience with the customer care given by certain car manufacturers regarding issues with brand new cars.

Regards
Chris.
Good Morning Chris,

Thank you for your post.

I apologise for any confusion. As per my previous reply I was of the understanding that your details would be sent via PM, to ensure your concern was escalated.

However, I have yet to receive the requested information.

Please send me a PM at your earliest convenience, and I would be more than happy to investigate this further.

Many Thanks

Dan - Jaguar UK
 

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Morning Chris,
Was your wife's E-pace a diesel AUTOMATIC or MANUAL Transmission Engine? and did she have any Engine Oil Dilution issues along with DPF Issues?

By the way, its nothing new with JLR to blame on customers driving pattern.
 

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Soanspravin1 said:
Morning Chris,
Was your wife's E-pace a diesel AUTOMATIC or MANUAL Transmission Engine? and did she have any Engine Oil Dilution issues along with DPF Issues?

By the way, its nothing new with JLR to blame on customers driving pattern.
In 2015, three years before the E-pace was launched, JLR's Executive Office invented an official cover-up story for the faulty D8 exhaust; this "approved" statement was then passed down the line. Any customer asking about oil dilution and/or shortened service intervals was to be told:

"Your vehicle was inspected and found to be operating normally. According to the vehicle handbook the nominal service mileage may be reduced depending on individual driving style."

This is why thousands of owners have heard exactly the same words or read them in letters and emails.
 

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Sorry to hear all of the above.

Extremely shocked as Jaguar are such a well respected brand its very saddening.

I also share a similar story..

I am currently having a torrid time with the same issues as mentioned above. I took on my brand new Jaguar E-pace Diesel Estate 2.0dr 2wd on the 8th of August last year. First problem I had was the 23rd of September which was the "Amber " engine management light which at the time was unaware of what it indicated. Since the my car has been back at the dealer 5 times and been fixed by Jaguar assist once, all for DPF faults and one oil change. After the 4th time I told the Jaguar branch I took I purchased the car from that I no longer wanted the car as I was fed up with the fault. I had researched the issue by this point and could not see a positive future due to the usage of the car.
At the point of sale I explained my " Driving Style " and that I only done on average of 7k miles a year and that the car would be used for short commutes to work and back and that I daily done about 10/15 miles max.
At no point was I told that my driving style would be an issue or that it would not be suitable to the vehicle as I now understand how the re-generation of the DPF system works. I went for the E-pace purely down to the way it looked which I still think is a fine looking car. I did research the car by means of reviews of the car but at the time never seen any performance issues or DPF related issues.

Fast forward.. My car was fixed and 7 days later I was taking it back in with the same issue. This was the 5th time. 6 days later after the car was fixed it was back in with the same issue although the branch, Taggarts Jaguar Glasgow said that the car had an oil change also.
After the 4th time taking the car back I told the garage that I no longer wanted the car. My wife was driving the car on the motorway with my kids in the car when it went from normal driving straight to restricted performance mode casing her to panic and putting my kids safety at risk.
I was asked by Taggarts at this point to sign a DPF agreement which I refused as I was not prepared to accept ownership of the fault and being honest would be unable to take the car needless trips just to get the re-gen working as I work 60 hour weeks and work shifts.
My wife had been taking the car once a week to work to try and kick the re-gen in but to no avail.

I was told to speak to Jaguar Finance at lodge a complaint which would enable a " Vehicle Assisted Exchange" and was dealing with a lady called Melanie Lewis in Cardiff at Jaguar Financial Services . After many conversations and emails she said that the complaint would not be upheld.
My argument was that there was fault with the vehicle and that there was any mention of DPF at the point of sale and that the salesman knew my driving style and knew the mileage I did daily/yearly so would know the car would be unsuitable. (I never signed the DPF form at point of sale.)
Melanie said that it was my fault for failing to research properly that there was no existing fault with the DPF system that the fault was my driving style. Melanie gave an example of buying a washing machine and researching the product. I asked her what she could tell about the mechanics of a washing machine. She couldn't answer. I similarly knew little about vehicle mechanics. She also said that it was my fault that I went for a diesel or in her words " It was your decision to buy a less expensive car" " which I think is staggering considering its a 28k car and quite frankly appalling tone .I have all this on a letter although most of the things discussed have failed to be added unsurprisingly.

Going forwards I received a car from Taggarts Glasgow to say that I was to come and collect my car and that they would not be fixing my car anymore and that it would no longer be covered under warranty. I told them that I had already told them I never wanted my car and that I would not be taking it back. I could not believe that they were trying to give my vehicle back with a fault. They said that that the fault was down to driving style and that the courtesy vehicle had to be returned immediately. I told them that I had been waiting for weeks for my vehicle assisted exchange and thought that as the purpose of the call. I explained that as I told them at the 4th time taking the car in I no longer wanted the car and had completely lost faith in the vehicle. I asked what would happen if I drove my faulty car out and it went into restricted performance mode. They replied ..em don't know contact Jaguar Assist? Laughable and unbelievable. The problem is now mine. Taggarts Jaguar have refused any liability.

I have been advised to possibly trade car in at a loss or sell car at a loss .

My car which I got on August has done not much over 3k miles.

If you are thinking about buying a similar E-pace and do similar short trips as me do not buy this car it will cause nothing but misery. Gutted at buying a Jaguar as its been a car I always wanted and completely taken the shine off buying a new car.

I currently have no vehicle and at a total loss what to do next.

Lat thing I wanted to do is publicly throw mud but at the moment anyone I speak to with regards to Jaguar and the service I have received will be told the brutal truth and told to avoid this vehicle at all costs. I believe after reading into this fault that there is a cover up but JLRS regarding this fault any many more will be suffering the same issues and same service as myself but simply told its down to driving style.

Save you marriage your money and sanity by avoiding a diesel with VIN codes affected by this issue.

The service I have received by through this has been appalling.

[email protected] and https://www.taggarts.co.uk/contact-us

RB
 

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E-pace misery said:
Sorry to hear all of the above.

Extremely shocked as Jaguar are such a well respected brand its very saddening.

I also share a similar story..

I am currently having a torrid time with the same issues as mentioned above. I took on my brand new Jaguar E-pace Diesel Estate 2.0dr 2wd on the 8th of August last year. First problem I had was the 23rd of September which was the "Amber " engine management light which at the time was unaware of what it indicated. Since the my car has been back at the dealer 5 times and been fixed by Jaguar assist once, all for DPF faults and one oil change. After the 4th time I told the Jaguar branch I took I purchased the car from that I no longer wanted the car as I was fed up with the fault. I had researched the issue by this point and could not see a positive future due to the usage of the car.
At the point of sale I explained my " Driving Style " and that I only done on average of 7k miles a year and that the car would be used for short commutes to work and back and that I daily done about 10/15 miles max.
At no point was I told that my driving style would be an issue or that it would not be suitable to the vehicle as I now understand how the re-generation of the DPF system works. I went for the E-pace purely down to the way it looked which I still think is a fine looking car. I did research the car by means of reviews of the car but at the time never seen any performance issues or DPF related issues.

Fast forward.. My car was fixed and 7 days later I was taking it back in with the same issue. This was the 5th time. 6 days later after the car was fixed it was back in with the same issue although the branch, Taggarts Jaguar Glasgow said that the car had an oil change also.
After the 4th time taking the car back I told the garage that I no longer wanted the car. My wife was driving the car on the motorway with my kids in the car when it went from normal driving straight to restricted performance mode casing her to panic and putting my kids safety at risk.
I was asked by Taggarts at this point to sign a DPF agreement which I refused as I was not prepared to accept ownership of the fault and being honest would be unable to take the car needless trips just to get the re-gen working as I work 60 hour weeks and work shifts.
My wife had been taking the car once a week to work to try and kick the re-gen in but to no avail.

I was told to speak to Jaguar Finance at lodge a complaint which would enable a " Vehicle Assisted Exchange" and was dealing with a lady called Melanie Lewis in Cardiff at Jaguar Financial Services . After many conversations and emails she said that the complaint would not be upheld.
My argument was that there was fault with the vehicle and that there was any mention of DPF at the point of sale and that the salesman knew my driving style and knew the mileage I did daily/yearly so would know the car would be unsuitable. (I never signed the DPF form at point of sale.)
Melanie said that it was my fault for failing to research properly that there was no existing fault with the DPF system that the fault was my driving style. Melanie gave an example of buying a washing machine and researching the product. I asked her what she could tell about the mechanics of a washing machine. She couldn't answer. I similarly knew little about vehicle mechanics. She also said that it was my fault that I went for a diesel or in her words " It was your decision to buy a less expensive car" " which I think is staggering considering its a 28k car and quite frankly appalling tone .I have all this on a letter although most of the things discussed have failed to be added unsurprisingly.

Going forwards I received a car from Taggarts Glasgow to say that I was to come and collect my car and that they would not be fixing my car anymore and that it would no longer be covered under warranty. I told them that I had already told them I never wanted my car and that I would not be taking it back. I could not believe that they were trying to give my vehicle back with a fault. They said that that the fault was down to driving style and that the courtesy vehicle had to be returned immediately. I told them that I had been waiting for weeks for my vehicle assisted exchange and thought that as the purpose of the call. I explained that as I told them at the 4th time taking the car in I no longer wanted the car and had completely lost faith in the vehicle. I asked what would happen if I drove my faulty car out and it went into restricted performance mode. They replied ..em don't know contact Jaguar Assist? Laughable and unbelievable. The problem is now mine. Taggarts Jaguar have refused any liability.

I have been advised to possibly trade car in at a loss or sell car at a loss .

My car which I got on August has done not much over 3k miles.

If you are thinking about buying a similar E-pace and do similar short trips as me do not buy this car it will cause nothing but misery. Gutted at buying a Jaguar as its been a car I always wanted and completely taken the shine off buying a new car.

I currently have no vehicle and at a total loss what to do next.

Lat thing I wanted to do is publicly throw mud but at the moment anyone I speak to with regards to Jaguar and the service I have received will be told the brutal truth and told to avoid this vehicle at all costs. I believe after reading into this fault that there is a cover up but JLRS regarding this fault any many more will be suffering the same issues and same service as myself but simply told its down to driving style.

Save you marriage your money and sanity by avoiding a diesel with VIN codes affected by this issue.

The service I have received by through this has been appalling.

[email protected] and https://www.taggarts.co.uk/contact-us

RB
Good Morning RB,

Thank you for your post.

I am deeply concerned to learn of your comments, and I can confirm that this is not the experience we expect our customers to have.

Should you wish for me to do so, I would like to take the opportunity to investigate your concerns further.

Please may I request that you contact me via a PM to provide the following information, and I will escalate your comments within the relevant area of the business.

Your Vehicle Identification Number
Your Personal Contact Details

I look forward to hearing from you soon.

Yours Sincerely

Dan - Jaguar UK
 

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Hi TRENTDUVAL, could you tell me how you got Lex to reject your wife's lease e pace please? I am currently trying to do the same as had DPF replaced twice, EGR replaced, oil and filter change and the car is only 18 months old and 15,000 miles. It's been in the dealers 8 times and had 3 jaguar assistance call outs. Amber warning telling me dpf is nearly full and took it for a 40mins drive and get a red engine management light. There is not enough warning to tell you soot level is high. This is a fault that jaguar do not seem to want to admit and blame it on my driving style. I have followed the dpf instructions given to me and regeneration is not happening. Want to reject this lease asap as causing me a great deal of stress. Any help you can give would be greatly appreciated.
 

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Hi All

I feel your pain.

I to am going through a great deal of stress over the DPF with my Jaguar E Pace D150 manual and the related so called issue of "my drive cycle".

Initially I thought this was a one off but as can be seen, from these comments, this is definitely not the case. I am trying to get a suitable resolution via Customer Service Experience Centre and Jaguar Finance and still waiting on outcome. Both are supporting the garage / dealer in his claim it is my drive cycle which I am trying to dispute this since it took them seventeen months to advise me of this despite me making the salesman aware at point of sale and several visits due to amber EML. I have also had a full new DPF system installed (last year) - I was advised there was a faulty batch hence my issues (four visits to this point). Car ran fine after this refit. In the Oct I had the self clean icon come on and completed the self clean process successfully. Again all went well until a Red EML in Jan this year I put car in via Jaguar assist, got car back the following Friday and on the Sunday amber EML came back. This was the last straw and I raised complaint via Jag CSEC and Finance - loss of confidence etc etc and numerous visits to resolve. This is when I found out that my drive cycle was to blame.

This should have been my dream move to Jaguar a premier brand but this experience has left me in total dismay and disenchanted.
 

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PED58 said:
Hi All

I feel your pain.

I to am going through a great deal of stress over the DPF with my Jaguar E Pace D150 manual and the related so called issue of "my drive cycle".

Initially I thought this was a one off but as can be seen, from these comments, this is definitely not the case. I am trying to get a suitable resolution via Customer Service Experience Centre and Jaguar Finance and still waiting on outcome. Both are supporting the garage / dealer in his claim it is my drive cycle which I am trying to dispute this since it took them seventeen months to advise me of this despite me making the salesman aware at point of sale and several visits due to amber EML. I have also had a full new DPF system installed (last year) - I was advised there was a faulty batch hence my issues (four visits to this point). Car ran fine after this refit. In the Oct I had the self clean icon come on and completed the self clean process successfully. Again all went well until a Red EML in Jan this year I put car in via Jaguar assist, got car back the following Friday and on the Sunday amber EML came back. This was the last straw and I raised complaint via Jag CSEC and Finance - loss of confidence etc etc and numerous visits to resolve. This is when I found out that my drive cycle was to blame.

This should have been my dream move to Jaguar a premier brand but this experience has left me in total dismay and disenchanted.
Good Morning PED58,

Thank you for your post.

I am deeply concerned to learn of your comments. Should you require any assistance with your concerns then please do not hesitate to contact me via PM with the following details:

Your Vehicle Identification Number
Your Personal Contact Details

Many Thanks

Dan - Jaguar UK
 
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