[Audz]

Hello,

Canadian owner checking in, I have a F618*** VIN which makes my car one of the first 2,000 produced. I had this issue crop up in November. What began as a traction battery fault became the car stopping charging at 72% and displaying "full" just as others have reported.

I also received a laundry list of excuses for the delay, none of which I believed. I waited two months in the "worldwide queue" and then a further week while the car went back in for the repair. I got my car back one day after the diagnosis so I drove it with the fault and the "72% full charge state" for the two month period while I waited.

The service adviser says I was "lucky" because my service ticket was left open so this secured my spot in the queue. I was also told we were waiting to hear back from "engineering" to "release a fix" which meant they were a) figuring out a fix and b) figuring out how to do said fix. Then there was the usual "delay for parts shortage," which was mostly screws based on the paperwork.

The eventual repair was a replacement of battery module #36. After removing the high voltage battery lid they noticed the seal for the lip ripped off the casing. Once done, everything looks good so far but it has been about three weeks. The car has been doing weird things intermittently (cruise control not working; profile issues) so I am keeping an eye on it but I will have to wait until the spring to know for sure what the effect of the repair is in terms of the high voltage battery itself.

Over the two months I didn't get a single call back from anyone, no texts, no emails, no nothing. I called asking for updates multiple times and nothing. VMs left, no calls back. I emailed the service manager who called me then blew his own self-imposed deadline to call me back to provide me with an update. All the while I'm being thanked for my patience and urged to feel lucky and thankful the service ticket was left open because this secured my spot in the worldwide queue, and other customers weren't so lucky, so I should show how appreciative I am on the survey to follow. Overall it was exactly two calendar months before I got the call for the repair and another week in the shop thereafter. The previous service was in September for replacement of the 2 aux batteries, a separate but similar ordeal that was resolved after $1483 dollars and took six days.

To make matters worse (or more hilarious) I got a broadcast email in from Jaguar asking me if I want to put my name down to secure a reservation to be one of the first to get the new GT car....... This company simply cannot compete with Bentley and others in the new echelon they are targeting for this EV relaunch. I love my car but the service and after-care at this point is terrible. I'm not an angry guy, I'm not a demanding customer and I am not a yeller. All I ask is they call me and keep me informed, even if its "hey man, no word yet. We're still waiting..."

The knowledge pooled here on this forum from the discussions and owners sharing their experiences has been absolutely crucial to navigating this relationship with the dealers/service advisors. These cars have been on the road 5 years now and the "hey it is all new, we're learning, theres no roadmap for this so thank for your patience" excuses wore thin years ago and are unacceptable at this point in my view.

This is not a rant, this is just my account of my experience. I hope others find this helpful.

I am in the same boat. Car at the dealership, module 37 replacement. It's been a month. Heard nothing. I call, nada. I have a loaner, so I guess I have something. At one point they actually said it was fixed, but I checked the app and 72% charged. Come on. Terrible company.

 

[rcomeau]

I am in the same boat. Car at the dealership, module 37 replacement. It's been a month. Heard nothing. I call, nada. I have a loaner, so I guess I have something. At one point they actually said it was fixed, but I checked the app and 72% charged. Come on. Terrible company.

Not sure what you mean by "At one point they actually said it was fixed". Did you go pick it up, or refuse to go based on what the app told you? Many of us have had a module replaced only to have another one flag the error later (in my case it happened while they were test driving it for another unrelated issue being done at the same time as the first module). Been over 4 months since I first brought it in. The dealer has been better than many here at keeping me informed at least.

 

[Topdown500]

Module 37?? There are only 36.

 

[Murray]

It is probably a lot of different perspectives within the company and LG arguing it out. Maybe LG is not keen on making thousands of new battery packs (that takes up resources that should be making new batteries for new cars that bring in revenue) and prefers the replace it cell by cell. JLR might argue with them that this is a lot more intense for the dealers to do and maybe the engineers are still arguing about the root causes and solutions that will work (clearly some of the solutions so far have not, given many cars are going back for second and more cell replacements). Unfortunately we are stuck at the bad end of that stick.

My car has been in the shop since Nov 2. 2 cells (not at the same time), a steering rack, motor mounts then finally the front motor. The last parts arrived a week ago and the car seems to have been rolled into the bay Friday and last check on the Jag app, the hood, doors and windows were open. I take that as a sign of progress and have hopes of finally getting it back this week (not sure how long it takes to drop the battery, replace another cell and put in a new front motor). The techs have certainly got a lot of practice on my car!

I understood LG was recommending a replacement of the battery pack but JLR was considering the recommendation and would be responding when they decided what to do....

 

[Audz]

Module 37?? There are only 36.

Unbelievable.

 

[Audz]

Not sure what you mean by "At one point they actually said it was fixed". Did you go pick it up, or refuse to go based on what the app told you? Many of us have had a module replaced only to have another one flag the error later (in my case it happened while they were test driving it for another unrelated issue being done at the same time as the first module). Been over 4 months since I first brought it in. The dealer has been better than many here at keeping me informed at least.

They called and said it was fixed... I looked at the app. 154 miles. Nice try. Based on these posts I guess I am keeping the loaner for a while.

 

[rcomeau]

They called and said it was fixed... I looked at the app. 154 miles. Nice try. Based on these posts I guess I am keeping the loaner for a while.

What was their reply when you said you were not accepting the car? Surely if they called to say it was fixed and you refused to pick it up based on your observation from the app, they'd have something to say. Did they say, your'e right, we messed up and will look at the battery again, or did they say, fine, leave it in the lot and not touching it? There has to another chapter to this.

 

[dplaser]

Since having my battery module #36 replaced after over 2 months in the shop, the car has had no issues. In addition the starter battery charging unit was replaced as well as the starter battery and aux battery. Just the same, each time I go to start my car I feel as though I have to cross my fingers in hopes that I don't have another error message of some sort. Confidence level in my beautiful I Pace is compromised by these 35 remaining LG battery module's that could exhibit issues at any time.

 

[Pollo de muerte]

When my H441 error popped up, there was not any suggestion that I should leave the car with the dealer. I'm limited to 72% charging and I'll keep on driving until the parts arrive. Are some of you choosing to leave the car at the dealer because you don't feel it is safe? Did your service writer suggest that?

 

[rcomeau]

When my H441 error popped up, there was not any suggestion that I should leave the car with the dealer. I'm limited to 72% charging and I'll keep on driving until the parts arrive. Are some of you choosing to leave the car at the dealer because you don't feel it is safe? Did your service writer suggest that?

In my case, the dealer said the JLR tech flagged the car as not to be released. Exactly why some are held and some are released is a mystery. Maybe something about the test results flag some as repair and others flag repair but hold the car in the meantime? Maybe some dealers are more aggressive at keeping the car for risk? Mine was a little cagey beyond JLR saying to hold the car and said another I-Pace owner kept theirs only to somehow get stranded later on and need a tow, they wanted to err on the side of caution. It seems the prevailing o-onions within the organization changed from day to day as it unfolded. In my case, I also had something loose in the front end (in the end, it turned out to be everything, steering, motor mounts and ultimately, the motor itself), so maybe they feared that would get worse.

 

[Audz]

What was their reply when you said you were not accepting the car? Surely if they called to say it was fixed and you refused to pick it up based on your observation from the app, they'd have something to say. Did they say, your'e right, we messed up and will look at the battery again, or did they say, fine, leave it in the lot and not touching it? There has to another chapter to this.

No apologies. Nada. Said it was something with the brakes and they will call when the car is ready. That was 2 weeks ago. I'm in week 6 so I guess I have about 8 more weeks to go! 😑

 

[rcomeau]

No apologies. Nada. Said it was something with the brakes and they will call when the car is ready. That was 2 weeks ago. I'm in week 6 so I guess I have about 8 more weeks to go! 😑

how does a battery and charge issue shift to a brake issue? Makes no sense to me.

 

[ScottHutchinson]

When my H441 error popped up, there was not any suggestion that I should leave the car with the dealer. I'm limited to 72% charging and I'll keep on driving until the parts arrive. Are some of you choosing to leave the car at the dealer because you don't feel it is safe? Did your service writer suggest that?

After diagnosing one module needed to be replaced, the service manager said I could drive the car, but I should keep it outside, which I took to mean that there is a chance it would catch fire. I didn't want to drive a car that might catch fire (even outside), so I told her that I didn't think it would be feasible to keep the car outside. Then she rented me a 2023 Volvo XC40 Recharge Twin (BEV), which I am still driving nearly two months later. Also I feel they are less likely to forget about me if they have my car there taking up valuable space, and they have more incentive to fix my car faster while they are paying rent on a Volvo.

 

[dplaser]

After diagnosing one module needed to be replaced, the service manager said I could drive the car, but I should keep it outside, which I took to mean that there is a chance it would catch fire. I didn't want to drive a car that might catch fire (even outside), so I told her that I didn't think it would be feasible to keep the car outside. Then she rented me a 2023 Volvo XC40 Recharge Twin (BEV), which I am still driving nearly two months later. Also I feel they are less likely to forget about me if they have my car there taking up valuable space, and they have more incentive to fix my car faster while they are paying rent on a Volvo.

I had a similar situation where my car was also diagnosed with a bad battery cell 36. Jaguar Palm Beach arranged for a complimentary rental of a Jag F Pace which I drove for nearly 2 months. Yes, the theory that they expedite my I Pace repair to avoid lengthy car rental costs I think was a factor. Nonetheless this repair was completed in snail pace time.

 

[rcomeau]

I had a similar situation where my car was also diagnosed with a bad battery cell 36. Jaguar Palm Beach arranged for a complimentary rental of a Jag F Pace which I drove for nearly 2 months. Yes, the theory that they expedite my I Pace repair to avoid lengthy car rental costs I think was a factor. Nonetheless this repair was completed in snail pace time.

I've been driving an Evoque from the dealer since November. I don't think that helped.

 

[Qtown charger]

After diagnosing one module needed to be replaced, the service manager said I could drive the car, but I should keep it outside, which I took to mean that there is a chance it would catch fire. I didn't want to drive a car that might catch fire (even outside), so I told her that I didn't think it would be feasible to keep the car outside. Then she rented me a 2023 Volvo XC40 Recharge Twin (BEV), which I am still driving nearly two months later. Also I feel they are less likely to forget about me if they have my car there taking up valuable space, and they have more incentive to fix my car faster while they are paying rent on a Volvo.

Sounds a good rationale, but you are still just a number in a line waiting for parts that the dealership has no control over.

And don't forget, any expenses here land at the foot of LG not JLR.

 

[Audz]

When my H441 error popped up, there was not any suggestion that I should leave the car with the dealer. I'm limited to 72% charging and I'll keep on driving until the parts arrive. Are some of you choosing to leave the car at the dealer because you don't feel it is safe? Did your service writer suggest that?

I would definitely get a loaner and leave it with dealer. Only way to know they will try to fix. I did what you did and then was fed up when I found out they never even ordered the part. Now I have a loaner with range so I can see my 80 year old mother 70 miles away and not have to worry about charging up the way home. No way I can go for long time on 150 miles (which I has to use the heat, so 130, at best)

 

[Pollo de muerte]

I would definitely get a loaner and leave it with dealer. Only way to know they will try to fix. I did what you did and then was fed up when I found out they never even ordered the part. Now I have a loaner with range so I can see my 80 year old mother 70 miles away and not have to worry about charging up the way home. No way I can go for long time on 150 miles (which I has to use the heat, so 130, at best)

I have access to an ICE vehicle for longer trips, so the restriction is a minor annoyance in my case. Also, my service writer has been responsive and I don't have concerns about the parts being ordered (just with JLR's ability to fulfill the order).

I think some of what we are seeing here in terms of different outcomes with H441 is a large variance in the quality in the JLR dealer network.

 

[dernotte]

@rcomeau I just learned today that Quebec is the first province in Canada with a lemon law since last fall (law 53.1). It was presented at “la facture” on Radio Canada this week. You may be eligible for some refund. Maybe.

 

[rcomeau]

@rcomeau I just learned today that Quebec is the first province in Canada with a lemon law since last fall (law 53.1). It was presented at “la facture” on Radio Canada this week. You may be eligible for some refund. Maybe.

Thanks. I checked some of the rules reported in the news, and it looks like I waited too long (did not think to look at Lemon laws after so many years). I hit 5 years in June. I need to count the # of months it has been in the shop since I purchased, but 10 months would be a good guess. That's ~80% serviceability which is terrible for any car, let alone a $100k premium vehicle. I am surprised no one at JLR is doing any sort of outreach here. Do they hope to keep anyone on their brand like this?