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The Buyback Thread

27K views 85 replies 22 participants last post by  sciencegeek 
#1 · (Edited)
Several members had their cars bought back by JLR. Would you all mind sharing your experiences (succinctly)? Let's please hold back with posts that describe current negotiations so that this thread only has actual buybacks. [Edit: don't hold back, just make it informative like McRat below]

Key info includes:

1. Reason for buyback (lemon or other reason)
2. If it was a lemon, what triggered the lemon law (e.g., too many days in service, etc)?
3. If it was a lemon, what was the nature of the defect that led to lemonization?
4. What was the experience with JLR?
5. EDIT: Do Not Post The Buyback Terms, or you'll be violating the terms of the settlement.
6. Did you walk away from JLR and/or the I-Pace or did you get another I-Pace or JLR vehicle?
 
#2 · (Edited)
1. Traction Battery Fault, 2 drive failures while operating, several failures that had no apparent effect.
2. More than 90 days in service dept total, under 18k mi, under 18m ownership, safety related.
3. Inability to fix the problem in 5 visits, first at 1,067 mi, last at 16,208 mi.
4. Expect delays. First contact with JLR North America took ~month to get a specialist start the buyback review, and it will be a few more weeks from this point.
5. A third point of contact will be assigned after they agree to a buyback. First is a screener who assigns Process Specialist a few weeks later. Then Process. Then Consumer Affairs Spec will be assigned.
6. I love the I-Pace, but with unknown service infrastructure, I will buy another brand.

I will update this in a second post. Today is when they decided buyback. Yes I know it's breaking the posting guidelines, but I'm using this thread as a marker as to how long the buyback takes once JLR makes that decision. AFAIK, car was never fixed after towing it in Nov 12.

"Good Morning Mr. X,

I have completed my review of your case. We will be repurchasing your vehicle.
A specialist from our consumer affairs department will be assigned to your case moving forward. They will contact you directly in twelve to fifteen business days. They will provide further details about the process moving forward. The vehicle will remain in your ownership until you are instructed otherwise by your consumer affairs specialist.

Kind regards

James X
Process Specialist
Customer Relationship Center"
 
#3 ·
I too had a buyback with just over 3,000 miles. At final count I had 17 different issues from minor to a major problem where the vehicle would not charge. It was at the dealer for over 30 days a couple of different times. My buy back experience was a little different. Once the battery charging issue was resolved I experienced another issue where the vehicle would no longer register that amount of charge. My dealer was the first to say is there another vehicle on the lot that you would like? I ended up with a vehicle that had more options then my original. My dealer worked with Corporate directly and I didn’t have to talk to anybody else. The process was very smooth and took only 7 days. All and all if it had to happen I couldn’t have been more satisfied with the process and end result.
 
#5 ·
Yes, Fully loaded HSE. Originally had the First Edition. I unfortunately no longer own the second I-Pace. Started to see the same issues... (not the major charging one). Moved on to another EV brand. I-Pace has so much potential and I have no doubt JLR will figure it out.
 
#8 ·
Received notice today that they will buy mine back

1. CA lemon law
2. >80 days at the dealer from Sept to Dec 2019. Purchased Jan 2019, 7500 miles now
3. Battery capacity had dropped to ~45kWh over the summer; dealer "fixed" battery, capacity still 10% lower than spec
4. I sent emails to the first two contacts and made repeated phone calls when they wouldn't respond.

I don't know the terms yet, will update this post when I get "contact from a consumer affairs agent in 2-3 weeks regarding next steps"
 
#10 ·
My problems with the I-Pace so far: I had leased my car in November 2018. 15600 mile so far.

Service log:

February 20th to 22nd 2019: malfunctioning regenerative braking, ASPC, drive mode controls

April 30th to May 10th 2019: Malfunctioning air conditioning (AC) due to a coolant leak which was not fixed. Also the car stalled multiple times, for close to an hour each time. The car’s display showed the following error message.
“Restricted performance - drive with caution”

August 9th to 27th 2019: Malfunctioning air conditioning (AC) due to persistent coolant leakage. Recurrence of earlier mentioned problem of the car stalling multiple times, for close to an hour each time.
The car’s display showed the following error message.
“Restricted performance - drive with caution”

December 10th 2019 to current: significant loss of range due to battery damage. The car has been at the dealer for more than a month. I have had regular communications with JLRNA regarding buyback. Waiting to hear their final decision.

I have initiated lemon proceedings as well.

Will keep you posted.
 
#13 ·
1. Lemon (Dec 2018 manufactured FE, purchase Sep 2019).
2. Total days in service met my state's lemon law standard.
3. Two instances of non-functional center console screens, suspension issue, persistent audio quality issues.
4. I had a terrible one-time experience with a JLR phone rep. From then on, my dealer's Service Manager handled everything. I could not be more thrilled at how the dealer handled the situation.
5. Pay off of loan balance and refund of my down payment (I didn't press for refund of the 1 payment I made to-date).
6. Purchased Audi e-tron.
 
#14 ·
I noticed the TOWAL's are reading this thread. That is, Tesla Owner's Without A Life, and it's getting them hot and horny.
One questioned my statement that I still love the I-Pace. It's been one of the best driving years, and my favorite car of all time. It's a very tough act to follow.
I went and tested the latest Model S and Model 3, and it made me miss my Big Kitty even more. It's a really tough decision how to proceed after that. I came home and discussed getting another I-Pace with my wife, that the Teslas weren't that good as driver's cars, and she put it this way: "Knowing what you know now, would you have driven me to Utah and back?" And that makes it sting a bit less. I've never dealt with a car they could not fix before. I've read about them, but that's not the same.
 
#15 ·
I honestly don’t understand why you don’t stick with the I-Pace. You have always been a strong champion of the car, even dealing with the issues. Based on everything you’ve ever posted, the I-Pace will work for you 90%+ of the time if you factor in concern about a catastrophic failure (i.e. don’t use it for long trips), but you have a solid stable of other vehicles to cover that 10% that you wouldn’t trust the I-Pace to do. Plus, you know that the chances of you getting two bad cars is really remote.

Don’t dump your best car ever because it ate crackers in your bed...
 
#21 ·
Completely sympathize with folks who have experienced either catastrophic failure or frustrating interactions with any part of the JLR chain. In those instances, I'd strongly consider other options as well. If the e-tron had better range, it would be a slam-dunk alternative for me. I test-drove Teslas after the I-Pace and wanted to throw-up. That's why I awarded JLR with my hard-earned money. -- I appreciated them making the leap to BEV with mostly better build and styling.
 
#23 · (Edited)
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.
 
#24 ·
Paperwork signed today. They paid off the full loan balance, no stipulations. Basically zeros me out, minus the stress and wasted time.

I was not so courteous in my dealings with JLR. I attempted to be at first, but once they initially refused to even review or escalate my case I switched to a more forceful approach. From the start I set my expectation as being a full buy back with no lost cost on my end and I dismissed any attempts to sway me towards a different resolution.

Once I reached a VP at JLRNA corporate headquarters I had far greater success. I was dealing with an "Executive Liason" and not a process specialist.
 
#29 ·
That would explain CurtSprings absence from the forum, but I also had the feeling he switched his name to PS701 (probably wrong) or something like that, because both accounts used the same picture a C130 (?) Hercules and their corresponding prose were very similar.
 
#32 ·
Update:

Yesterday the Consumer Specialist emailed me:
=====================================
Hello, xxxx.

We have reviewed the vehicle's service history and as a result, we would like to offer a repurchase under the guidelines of the CA Lemon Law.

California Song-Beverly Consumer Warranty Act

In order for us to calculate a refund amount or replacement option, please send us a copy of the following:
• Itemized monthly payment history from the lender
• Legible lease or loan contract from the lender
• Payoff letter from lender
• Full account number from lender
• Current vehicle registration
• Copy of title (If owned outright)
• List of any aftermarket items on the vehicle or outstanding vehicle damage
You can email these requested documents to my attention. We will also need to schedule a pre-surrender inspection to confirm that there is no damage beyond normal wear and tear or any non-approved aftermarket accessories added to the vehicle.

Please contact Auto Vin 844-210.0808 to schedule the pre-surrender inspection of the vehicle. Your reference number xxxxxxxx . Please note that you will retain possession of the vehicle after this inspection.

Once we've received the above requested documents and have completed the pre-surrender inspection report, we will then provide you with an agreement letter outlining our repurchase offer.

Feel free to contact me if you have any questions.



xxxx xxxxx
Consumer Affairs Specialist

================================================

AND today the dealer said my car was ready. They charged it to 100% and it read 245 miles.
I picked up the car, and turned in my rental, and ...
I forgot how to set the Regen to High among other things. :(

Car seems to run fine, but that was true the last time they said they fixed it.
 
#33 ·
Update:

Yesterday the Consumer Specialist emailed me:
=====================================
Hello, xxxx.

We have reviewed the vehicle's service history and as a result, we would like to offer a repurchase under the guidelines of the CA Lemon Law.

California Song-Beverly Consumer Warranty Act

In order for us to calculate a refund amount or replacement option, please send us a copy of the following:
• Itemized monthly payment history from the lender
• Legible lease or loan contract from the lender
• Payoff letter from lender
• Full account number from lender
• Current vehicle registration
• Copy of title (If owned outright)
• List of any aftermarket items on the vehicle or outstanding vehicle damage
You can email these requested documents to my attention. We will also need to schedule a pre-surrender inspection to confirm that there is no damage beyond normal wear and tear or any non-approved aftermarket accessories added to the vehicle.

Please contact Auto Vin 844-210.0808 to schedule the pre-surrender inspection of the vehicle. Your reference number xxxxxxxx . Please note that you will retain possession of the vehicle after this inspection.

Once we've received the above requested documents and have completed the pre-surrender inspection report, we will then provide you with an agreement letter outlining our repurchase offer.

Feel free to contact me if you have any questions.



xxxx xxxxx
Consumer Affairs Specialist

================================================

AND today the dealer said my car was ready. They charged it to 100% and it read 245 miles.
I picked up the car, and turned in my rental, and ...
I forgot how to set the Regen to High among other things. [img= class=inlineimg]/forum/images/smilies/frown.gif[/img]

Car seems to run fine, but that was true the last time they said they fixed it.
Are you going to keep it or lemon it out?

If you lemon it, can you do it after you attend the SoCal meet up? ?
 
#35 ·
A slightly different scenario in my case. I purchased an I-Pace First Edition on April 20, 2019. It was a 'demo', with 1387 km on the odometer, and offered at a considerable discount. On April 22, I received a call from the dealer, asking me to return the car as it had a battery problem. Apparently there was a communication problem between the service department and the sales floor. They gave me a loaner I-Pace. After three weeks they were unable to ascertain the problem. I then suggested that they give me a refund, or acquire a new I-pace, identical to mine, which I had located at a JLR dealer in the next province. They agreed to the latter. I picked up the replacement on May 27, and have had no problems, other than a blurry driver's side on the front camera, which I will have fixed when I get the H264 upgrade in February.


Cheers,


Bruce
 
#39 ·
Using thread as notepad. Drove 2 miles, parked car, TRACTION BATTERY FAULT, won't move.
NOTE: If you see Traction Battery Fault, have your car towed even if it recovers. I was planning on driving it in Monday, 25 miles. That could have been very bad on a crowded freeway.
 
#40 ·
Darn edit lockout! I waited about 40 minutes and it started. I did not press the brake, I hit ON. I waited for everything to boot, then I held the brake and pushed ON, and it worked.
There is no guarantee this will work though.
 
#41 ·
Getting a new car!! Yayy!!!!

JLRNA is replacing my faulty car with a brand new 2020 I-Pace HSE.

I want to start off by thanking one of the members on this forum. Without his hep, I would not have gotten this result.

My car has spent over 3 months at the dealership and it is no closer to being repaired. After reaching out to JLRNA, they have finally agreed to replace my faulty car with a brand new 2020 I-Pace.
 
#53 ·
The Fed has no restrictions that I know of except by MFR production numbers. We have applied for two in a single year.

California has lots of restrictions. 2 per lifetime, you must keep car 30 months, income <$150k ($300k for married), no cars over $60k, must be on The List, $2000 for EV, $4500 for H2, $1000 for PHEV which must have >35mi AER, low income gets $2500 more, and some others.
 
#55 ·
Warning! Buyback notice:

JLR asks you to submit bank records on the loan. Make SURE to tell the bank this is for a Lemon Law case. JLR just informed me we did not submit the correct Bank of America records. We simply asked Bank of America to send us the loan statements, but that is not the right one. So we called the bank again, told them it was California Lemon Law, and they will fax the statements over. You can also chose to receive them in the mail. This adds over two weeks to the process.
 
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