Group 1 Jaguar Derby

Lovely team and environment

Warranty work on an oil leak.

1. Long wait to be seen by the service advisor after dropping off my vehicle. Did not see my designated advisor until collection.
2. Reported a potential issue with the vehicle steering but on collecting told they did not have time to check the issue.
3. The service advisor Greg was helpful and polite.
4. Disappointed I did not receive a vehicle health check report via video or written form, needed to phone the service department to check and was advised there were two advisories. I requested and await a copy.

From start to finish it was A1. Abby and Chloe were both brilliant with the organisation to sort my problem with the vehicle and warranty, despite my vehicle being from group 1 Chester.
Thank you so much.

I visited Group 1 Jaguar Derby and, unfortunately, the experience was quite frustrating due to the amount of time spent waiting and some poor communication between teams.
I waited around 3 hours before being that the representative dealing with me, Grace, had not been informed that I was on-site, despite my car already being moved into the compound. Grace was incredibly apologetic, both personally and on behalf of the business, which I appreciated. It was clear the team were very busy and dealing with several challenging customers, so I understood the pressure they were under.
I then waited a further 3 hours for the team to confirm that the button issue I experienced appeared to be mechanical and that they would try to resolve it through warranty. During the vehicle health check, they also identified that the car was low on oil and offered a top-up. I accepted, and Grace managed to arrange a significantly reduced price due to my patience, which was appreciated.
After the car was returned to me, I noticed a clear scratch on the bonnet where the paint had been torn off. I raised this with Grace, who spoke with her manager, and Group 1 agreed to cover the cost of the repair when I return the vehicle for the button repairs.
I cannot fault Grace at all. She was lovely to deal with, professional, apologetic and made me feel comfortable throughout. The issue was not with any individual member of staff, but rather the overall communication and process on the day. I also appreciate that the service team were busy and dealing with a number of unhappy customers, so I had no issue with waiting once I understood what was happening.
I am hopeful that my next visit will be smoother, as I was promised the team would be expecting my arrival when I return the car for repair.
The only other point I would raise is around the volume of feedback requests. Since my visit, I have had a phone call, text message and now an email asking me to review my experience. I would suggest sending one email and allowing the customer to respond if they wish. Repeatedly chasing feedback, especially after a poor experience, risks frustrating customers further.
Overall, Grace was excellent and handled the situation very well, but the communication between teams and the overall customer experience could have been much better.

My vehicle was at Derby for over 3 months during which time it needed 3 consecutive repairs. Each time parts were on back order with no estimated date of availability for each part. The process was mishandled and communication poor. I was assured by both the service manager and Landrover that I would receive phone calls from the service adviser and never did.

The dealership is state of the art. The service received during the sales process was excellent. I did have some initial quality issues with the new vehicle that did take a few days to achieve a resolution, however I hope this is now behind me and look forward to owning and driving my new F Pace.

Excellent professional service. All issues resolved quickly

Excellent communication vehicle ready on time cleaned and vacuumed plus no hidden charges

All work carried out and car returned ahead of time. Paperwork was accurate and the personnel were friendly.