Hi everyone. I purchased I Pace in summer of 2019. It is a beautiful, sleek, sexy machine. I joined this forum several months after purchasing the 2019 HSE. I no longer have the 2019 HSE, I exchanged it for a 2020 HSE. Again, a beautiful, sleek, sexy machine. My love affair ends there with the look of the car.
Part 1...call it the UGLY
I took the 2019 on a road trip about 90 days after I purchased it. The car has a nice feel and a smooth ride. On the return trip home several days later, after charging up in the morning, I stopped at the dealership to get a charge to be able to get home. I asked the dealer if I could use their fast charger. They said yes. They plugged the HSE into their fast charger. The charger would not charge. The dealer said something appeared to be wrong with their fast charger. They offered to plug the HSE into their level two charger, I declined because I did not want to wait several hours to get a sufficient charge to get home. I opted to go to an Electrify America (EA) terminal at an area mall to get a fast charge sufficient to get home.
After spending several hours there on the phone with EA because none of the terminals were connecting to the car, and I was unable to get any charge, I went back to the dealership, which was now closed. I tried the dealers level two charger that was outside. No charge. I took the level one charger supplied with the car and plugged it into an outside outlet at the dealership, no charge. I filled out the after hour maintenance envelope, put the key bob in the envelope, and left the car in front of the service doors. I called a hotel to check in for the evening, called a cab to take me there.
I called the service department the next day and they said the car was not charging and they would look in to it and get back with me. (The dealer did provide a loaner car so I could get home.) I called a week later to inquire on the status of the car, I was told there appeared to be a malfunction in the cars charging modules. It would be awhile to get it repaired since there was NO service technician on staff at the dealership trained to repair/fix the charging modules. It took another two month plus to get a technician trained, the parts ordered, and the car repaired/fixed. By this time, the dealer had the car as long as I did. When the call came in the HSE was repaired/fixed, I drove the loaner car back to the dealer. I spoke with the service technician about the issue. I asked to speak to the manager over the service department to express my displeasure in the customer support. I requested two things:
1. pay for SirusXM radio for a year since the free promotional period had run out (I only had the car 3 months at best before the charging issue arose and the dealership had it nearly 3 months to get it repaired) and pay for public charging for a year at EA terminals or,
2. give me a full and complete refund.
After expressing my dissatisfaction to the dealership's customer service approach about this issue with the head service manager, I asked to the speak to the General Manger of the dealership. I expressed my disappointment with how long the repair/fix took, my dissatisfaction with the communication on the matter, and the total lack of any red carpet approach to make me feel appreciated with the long wait and to keep me wanting to keep the HSE and keep me as a customer. After we talked for awhile I told him I would get back with him. I left the 2019 HSE at the dealership, turned down their offer for another loaner, and had a friend drive me back home.
I decided I did not want the 2019 HSE and wanted a full complete refund. We, the dealership, Jaguar America, and I discussed the matter. They offered a compatible 2020 HSE at no additional expense to me. I thought about it and accepted the offer to swap cars (the dealer provided funds to cover Sirus radio for two year). A beautiful, sleek, sexy machine.
Part 2...call it the BAD
The 2020 HSE is a beautiful, sleek, sexy machine. After several months of driving and enjoying the car, I was out and stopped at an Electrify America terminal to charge the car. None of their chargers would charge the car. After spending several hours on the phone with EA support and not able to fix the issue, I was close enough home so drove there. When I got home I tried my level two charger, no charge. I then tried the charger supplied with car and plugged into an outlet inside my garage. No charge. I tried this several more times over the next several days, nothing was charging. I called the dealership, explained the matter, scheduled an appointment, and drove the car there. I did have enough charge in the car to get the car to the dealership. Several days later, I was told there was a problem with the charging modules. A loaner was provided, and several weeks later the 2020 HSE was repaired/fixed. I like the car, I just took the repaired 2020 HSE which had a few 1,000 miles on it and left the dealership.
A few words were exchanged, the dealership tried to blame me for this problem. I just left. I have not had any problems or issues since. I has been several months .
My concerns are:
1. are the charging modules made with quality parts?
2. how may other cars have had a charging module issue (what percentage of the I PACE's have had a charging module issue)?
3. who trains dealership staff in customer service?
I am very disappointed in Jaguar I PACE. I am wondering if I made a mistake in purchasing the car. I am disappointed in Jaguar dealership management 's customer service approach. There are other issues with the customer service than what I outlined here.
Part 3...call it the GOOD
I use the 2020 HSE to go on trips. The actual road mileage range is ok. Depending on the speed, use of AC, use of navigation system, charging phone, etc I am able to achieve 200 to 230 actual road miles before charging. (So far, no issues encountered on charging.) It is a beautiful, sleek, sexy machine. When I am out, I receive many compliments on the car's style, lines, and overall look. It is a beautiful, sleek, sexy machine.
I am not sure if I would buy another I PACE or any Jaguar again. I am already seeing more public charging locations popping up along Interstates. Hopefully, over the next few years there will be more suburban and rural charging networks pop up.
Thanks. Hopefully, you all are enjoying your I PACE and have not encountered mechanical charging module issues or customer service issues as I have.
H.
Part 1...call it the UGLY
I took the 2019 on a road trip about 90 days after I purchased it. The car has a nice feel and a smooth ride. On the return trip home several days later, after charging up in the morning, I stopped at the dealership to get a charge to be able to get home. I asked the dealer if I could use their fast charger. They said yes. They plugged the HSE into their fast charger. The charger would not charge. The dealer said something appeared to be wrong with their fast charger. They offered to plug the HSE into their level two charger, I declined because I did not want to wait several hours to get a sufficient charge to get home. I opted to go to an Electrify America (EA) terminal at an area mall to get a fast charge sufficient to get home.
After spending several hours there on the phone with EA because none of the terminals were connecting to the car, and I was unable to get any charge, I went back to the dealership, which was now closed. I tried the dealers level two charger that was outside. No charge. I took the level one charger supplied with the car and plugged it into an outside outlet at the dealership, no charge. I filled out the after hour maintenance envelope, put the key bob in the envelope, and left the car in front of the service doors. I called a hotel to check in for the evening, called a cab to take me there.
I called the service department the next day and they said the car was not charging and they would look in to it and get back with me. (The dealer did provide a loaner car so I could get home.) I called a week later to inquire on the status of the car, I was told there appeared to be a malfunction in the cars charging modules. It would be awhile to get it repaired since there was NO service technician on staff at the dealership trained to repair/fix the charging modules. It took another two month plus to get a technician trained, the parts ordered, and the car repaired/fixed. By this time, the dealer had the car as long as I did. When the call came in the HSE was repaired/fixed, I drove the loaner car back to the dealer. I spoke with the service technician about the issue. I asked to speak to the manager over the service department to express my displeasure in the customer support. I requested two things:
1. pay for SirusXM radio for a year since the free promotional period had run out (I only had the car 3 months at best before the charging issue arose and the dealership had it nearly 3 months to get it repaired) and pay for public charging for a year at EA terminals or,
2. give me a full and complete refund.
After expressing my dissatisfaction to the dealership's customer service approach about this issue with the head service manager, I asked to the speak to the General Manger of the dealership. I expressed my disappointment with how long the repair/fix took, my dissatisfaction with the communication on the matter, and the total lack of any red carpet approach to make me feel appreciated with the long wait and to keep me wanting to keep the HSE and keep me as a customer. After we talked for awhile I told him I would get back with him. I left the 2019 HSE at the dealership, turned down their offer for another loaner, and had a friend drive me back home.
I decided I did not want the 2019 HSE and wanted a full complete refund. We, the dealership, Jaguar America, and I discussed the matter. They offered a compatible 2020 HSE at no additional expense to me. I thought about it and accepted the offer to swap cars (the dealer provided funds to cover Sirus radio for two year). A beautiful, sleek, sexy machine.
Part 2...call it the BAD
The 2020 HSE is a beautiful, sleek, sexy machine. After several months of driving and enjoying the car, I was out and stopped at an Electrify America terminal to charge the car. None of their chargers would charge the car. After spending several hours on the phone with EA support and not able to fix the issue, I was close enough home so drove there. When I got home I tried my level two charger, no charge. I then tried the charger supplied with car and plugged into an outlet inside my garage. No charge. I tried this several more times over the next several days, nothing was charging. I called the dealership, explained the matter, scheduled an appointment, and drove the car there. I did have enough charge in the car to get the car to the dealership. Several days later, I was told there was a problem with the charging modules. A loaner was provided, and several weeks later the 2020 HSE was repaired/fixed. I like the car, I just took the repaired 2020 HSE which had a few 1,000 miles on it and left the dealership.
A few words were exchanged, the dealership tried to blame me for this problem. I just left. I have not had any problems or issues since. I has been several months .
My concerns are:
1. are the charging modules made with quality parts?
2. how may other cars have had a charging module issue (what percentage of the I PACE's have had a charging module issue)?
3. who trains dealership staff in customer service?
I am very disappointed in Jaguar I PACE. I am wondering if I made a mistake in purchasing the car. I am disappointed in Jaguar dealership management 's customer service approach. There are other issues with the customer service than what I outlined here.
Part 3...call it the GOOD
I use the 2020 HSE to go on trips. The actual road mileage range is ok. Depending on the speed, use of AC, use of navigation system, charging phone, etc I am able to achieve 200 to 230 actual road miles before charging. (So far, no issues encountered on charging.) It is a beautiful, sleek, sexy machine. When I am out, I receive many compliments on the car's style, lines, and overall look. It is a beautiful, sleek, sexy machine.
I am not sure if I would buy another I PACE or any Jaguar again. I am already seeing more public charging locations popping up along Interstates. Hopefully, over the next few years there will be more suburban and rural charging networks pop up.
Thanks. Hopefully, you all are enjoying your I PACE and have not encountered mechanical charging module issues or customer service issues as I have.
H.