Took delivery of my car 10 Nov 18.
Numerous little(?) annoyances, weird error messages, laggy cameras (front camera lens fell off the first day I had the car) blank screens, suspension noise, weird drivetrain noise occasionally at highway speeds, etc. but the closest dealer is 250 miles from my house, closest DC charger 200 miles away and unless I was willing to drive 40mph, there was no chance I would make it those 200 miles, so I opted to wait for warmer weather to get the issues fixed. When warmer weather finally arrived in May, I discovered the AC didn’t work. Brought the car in ~4 Jun with over 9000 miles to have the issues addressed. They gave me an XF sedan, beautiful car, loved it! I picked the I-Pace up 25 Jun and all was well. Parked it at the airport on the 26th, returning on 1 Jul to discover the AC no longer worked. Returned to the dealer on the 5th. They gave me a loaded F-Pace. I really liked it. The I-Pace had 10400 miles on it when I dropped it off.
My buyback process was so easy it took me by surprise. All it took was 3 or 4 short phone calls and 2 or 3 emails and I was done over ~2 week period start to finish.
I believe my approach with JLR was one reason mine was painless. I wasn’t a rude, chronic complainer; I didn’t make a mountain out of a molehill; I didn’t make any ‘demands’ and I didn’t threaten to lawyer up.
I gave them a couple opportunities to fix the car (my main issue was a nonfunctional AC). The first time they had the car ~3 weeks and after throwing a bunch of parts at it, they thought they had fixed it. A few short days later the AC died again.
After they had the car another 3 weeks with no fix in site, I called JLR NA and explained the situation. The young lady I spoke to asked me what I wanted. I told her it would be awesome if they bought the car back, but didn’t expect them to do that and we both chuckled at the thought. I said if they won’t buy it back, I would like to be reimbursed for the time or whatever they think is fair. She said they would call me back. After 4 days with no call back, I called them. They apologized profusely and said they would have an answer in a week. Another week went by with the car still not fixed and no word from them, so I sent an email politely asking for an update. Within 10 minutes they called back and said they would buy the car.
Their terms for the buyback were pretty simple. They would give me full purchase applied towards any new 2019/2020 JLR product. I could buy one off the lot or order one. After looking & driver pretty much everything they make, I couldn’t find a JLR product I really wanted. I pushed back and asked for the money instead. They very politely said no. They gave a few reasons why 1. Avoiding litigation is usually beneficial for both parties. 2. It would be their best opportunity to retain me as a JLR customer. If my new car pleased me I may become brand loyal. If I walked away with a bad taste in my mouth, I would probably never give the brand a second chance. I settled on a vehicle that met most of my needs/wants. I briefly considered just driving directly to the Volvo dealer and trading it in straight off the lot, but I stuck with it. I have had it just shy of 5 months and have almost 11000 miles on it and I am honestly surprised how much I like it.
By the way, I believe my Customer Rep at JLRNA is the same one McRat has. Nice guy, but not super responsive.
I say if you are having problems, be kind, be reasonable, but be firm and you may get what you want.
It is possible had I pushed back a little harder I could have walked away without the requirement to buy another JLR, but I didn’t want to push my luck. I was happy to get out from under the I-Pace without losing my ass.
Coincidentally the day I drove down there (the dealer is 250 miles from me), while I was test driving cars, I got the service department text telling me my car was finally fixed. That day I decided to buy a car that was in transit and it was going to be 4-6 weeks before it arrived at the dealership. They suggested I take my I-Pace while waiting for the new car. I declined and kept the F-Pace they had given me as a loaner. I liked it quite a bit, but I like the Discovery better.
Last edited by Dantrium; 01-16-2020 at 09:04 PM.