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Discussion Starter · #21 ·
Your problem is a known issue. There's a special service message about the issue SSM75774. Software download failure for the telematics control unit. It specifically states don't attempt any repairs until a fix is issued. The SSM was issued June 22 2022. That means people are working on the problem. As far as a loaner or rental is concerned Jaguar issues the dealers a monthly stipend to cover loaner fees and yes, there is a vehicle shortage right now. We currently have 3 new vehicles for sale where as pre pandemic we were normally stocking at least 20 vehicles and we are a very small dealer. We do have the advantage of also being a Toyota dealer as well so we can put customers in a Toyota rental but that is at the dealers or customers expense, Jaguar does not compensate for that.
I'm afraid you will have to wait until the fix is issued.
Thank you. I feel like this is the most honest, reliable information I’ve received. If they're supposed to wait for a fix, would they have ordered the Restraint Control Module to try? The timing is interesting for the SSM. Issued the week after my car hit the shop. I’m wondering if my car is one of the global guinea pigs right now, so that’s why they’ve ordered a second module to try? When they check in with me every 2 or 3 days, they always say something along the lines of ‘working withe the factory’, ‘working with factory engineer’, or 'working with factory IT specialist’. At least it’s better than the first two weeks of hearing ‘waiting on parts’. One of the guys told me they had the part and that was just a canned text that I was receiving. Cool.

Regarding inventory, my dealer is quite large. They deal Jaguar/Rover/BMW/Mini. No, it's not as full as it used to be, but they do have a lot of cars. (haha)
 

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Thank you. I feel like this is the most honest, reliable information I’ve received. If they're supposed to wait for a fix, would they have ordered the Restraint Control Module to try? The timing is interesting for the SSM. Issued the week after my car hit the shop. I’m wondering if my car is one of the global guinea pigs right now, so that’s why they’ve ordered a second module to try? When they check in with me every 2 or 3 days, they always say something along the lines of ‘working withe the factory’, ‘working with factory engineer’, or 'working with factory IT specialist’. At least it’s better than the first two weeks of hearing ‘waiting on parts’. One of the guys told me they had the part and that was just a canned text that I was receiving. Cool.

Regarding inventory, my dealer is quite large. They deal Jaguar/Rover/BMW/Mini. No, it's not as full as it used to be, but they do have a lot of cars. (haha)
I’ll try to keep this short. Car was dead on June 11. Not the battery or the fuses. (The start button would flash red and the hazard light button glowed red. There was a slight click under the hood. Nothing else worked. No dash lights and no power to anything.) Towed to dealership on June 14. They assessed that it was the Telematics Module and they acquired a new one. The bad news is that the software needed to be custom-written for my car. They sent a tech to training and have been in constant contact with global service support, but they have been unable to get the uploads to ‘take’ and honestly dont know what to do next. Today is July 13. They’ve had my car for 29 days.

I pulled a bunch of Jag bigwig emails (US and worldwide) and sent out a plea for someone to help our dealership get my car repaired. I was sent to a Global Customer Service liaison last Wed. Last Thurs, she emailed to ask my VIN number. Last Friday, she emailed to confirm my email. I emailed her again yesterday, but have received no follow-up communication that is helpful.

Can anyone give any advice on what we can do? Who we can contact? What would YOU do if your F-Pace with 20,000 miles was sitting in your dealership’s service bay and they didn’t know what to do with it?
This info comes to you from someone who was successful in arbitration and was paid my purchase price minus a mileage deduction for my vehicle that was in and out of the shop and could never be repaired to function safely. The car could start itself and would disable all safety features including your anti-lock brakes while driving. I am also from Nebraska. So in the State of Nebraska, they will try to tell you that you can only let them fix your car on their timeline because you are passed the 1 year Nebraska lemon law. However, what they don't tell you is that if your car is still under warranty you are covered by the Magnusson Moss act. If you car is in the shop for a period exceeding, I believe around 54 days (double check on that it has been a few years since my case) you can contact the BBB auto line. At no cost to you, they will first attempt mediation. You will most likely be given an offer. Mine at first was $2,000 and a lifetime bumper to bumper warranty, but what good would that do if no matter how long they had my car it wasn't fixed. I declined and proceeded to move to arbitration. I made three books. One for the judge, one for myself, and one for the auto co. (That was not Jag, but I ended up buying my Jag with my proceeds). The book contained a calendar of all the days marked in yellow that my car was in the shop, for me that was over 100 days in a six month period. I then had copies of every piece of paperwork from each time it was in the dealership for repair, as well as my purchase documents and copies of all my emails and texts to the dealership and the auto corporation. I also had witness affidavits from co-workers who were present when the car started itself. I was granted a hearing within about a month of filing. I represented myself as I thought I could best express what had happened. My car, like yours had 20,000 miles on it and was a year and a half old. The hearing took place at the better business bureau in Lincoln. I was given basically 45 minutes to present my case, then the auto rep presented theirs. Normally the judge would make a decision then, but when the auto rep tried to claim that my claim was worthless due to being past the 1 year lemon law deadline and I said I was claiming under magnusson moss, the auto rep asked for an extension to go back to consult with the legal team. The judge gave them 2 extra weeks, but they had no justifiable counter so the judgement was made in my favor and they were ordered to pay me the full price of my car (I had paid cash) minus a .25 per mile deduction. The BBB will assign you a rep once you file who will help you with the process. You simply file everything online and they will call. From the first day in the repair shop to the day I got my check was about 6 months. If they do not get your car repaired in the next 30 days, I would reach out to the BBB and get things started. It sounds like they are at least trying. Woodhouse basically told me they were done and I couldn't bring my car in anymore unless corporate approved it so it sat undriveable in my driveway because it was not safe to bring into the garage. Let's just say that ended me spending the hundreds of thousands I have spent in cash on vehicles in the past with them and I will never spend another dime. My dimes now go to Jag and they have been great so far, so I hope it all works out for you.

Oh and by the way, per the rental car, that was up to each dealership. Not every dealership has them available especially for long periods and during the shortage of the pandemic. Woodhouse did provide one, but when the car was sent to another dealership to try they did not. That was an individual service and not one provided by the corporation nor did they have an obligation to provide it.
 

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Discussion Starter · #23 ·
This info comes to you from someone who was successful in arbitration and was paid my purchase price minus a mileage deduction for my vehicle that was in and out of the shop and could never be repaired to function safely. The car could start itself and would disable all safety features including your anti-lock brakes while driving. I am also from Nebraska. So in the State of Nebraska, they will try to tell you that you can only let them fix your car on their timeline because you are passed the 1 year Nebraska lemon law. However, what they don't tell you is that if your car is still under warranty you are covered by the Magnusson Moss act. If you car is in the shop for a period exceeding, I believe around 54 days (double check on that it has been a few years since my case) you can contact the BBB auto line. At no cost to you, they will first attempt mediation. You will most likely be given an offer. Mine at first was $2,000 and a lifetime bumper to bumper warranty, but what good would that do if no matter how long they had my car it wasn't fixed. I declined and proceeded to move to arbitration. I made three books. One for the judge, one for myself, and one for the auto co. (That was not Jag, but I ended up buying my Jag with my proceeds). The book contained a calendar of all the days marked in yellow that my car was in the shop, for me that was over 100 days in a six month period. I then had copies of every piece of paperwork from each time it was in the dealership for repair, as well as my purchase documents and copies of all my emails and texts to the dealership and the auto corporation. I also had witness affidavits from co-workers who were present when the car started itself. I was granted a hearing within about a month of filing. I represented myself as I thought I could best express what had happened. My car, like yours had 20,000 miles on it and was a year and a half old. The hearing took place at the better business bureau in Lincoln. I was given basically 45 minutes to present my case, then the auto rep presented theirs. Normally the judge would make a decision then, but when the auto rep tried to claim that my claim was worthless due to being past the 1 year lemon law deadline and I said I was claiming under magnusson moss, the auto rep asked for an extension to go back to consult with the legal team. The judge gave them 2 extra weeks, but they had no justifiable counter so the judgement was made in my favor and they were ordered to pay me the full price of my car (I had paid cash) minus a .25 per mile deduction. The BBB will assign you a rep once you file who will help you with the process. You simply file everything online and they will call. From the first day in the repair shop to the day I got my check was about 6 months. If they do not get your car repaired in the next 30 days, I would reach out to the BBB and get things started. It sounds like they are at least trying. Woodhouse basically told me they were done and I couldn't bring my car in anymore unless corporate approved it so it sat undriveable in my driveway because it was not safe to bring into the garage. Let's just say that ended me spending the hundreds of thousands I have spent in cash on vehicles in the past with them and I will never spend another dime. My dimes now go to Jag and they have been great so far, so I hope it all works out for you.

Oh and by the way, per the rental car, that was up to each dealership. Not every dealership has them available especially for long periods and during the shortage of the pandemic. Woodhouse did provide one, but when the car was sent to another dealership to try they did not. That was an individual service and not one provided by the corporation nor did they have an obligation to provide it.
I’d say it’s a small world, but it’s not! What a coincidence to find someone on this forum, from Nebraska, who has gone through a very successful arbitration. Thank you so much for your detailed experience! Today is Day 39, but I will definitely be looking into the current process and timing requirements. (August 9 will be 54 days.) And thank you for the information about the Magnusson Moss Act. Our attorney had basically said, “You dont fall under the Lemon Law. Sorry.” And that was the extent of his advice. I wonder how much we’ll get billed for that useless nugget. Anyway, I’m glad I have all the unhelpful corporate emails, cell phone logs of calls to the dealer, and the 32 texts from the service department. I got my typical Friday text from them “It looks like this will go into Monday”. 😑

Praying that the new module they’re trying on Monday will be a success and that we wont have to take this to the next level. Even if they get it repaired, my faith is shaken in this particular car. My warranty expires in Dec and I cant imagine what the cost for this repair would have been if it were out of warranty.

We rented a car yesterday. Rental cars are very hard to find right now in Omaha due to everyone having vehicles in the shop for hail damage repair. Five days of rental is costing us close to $600. My husband did the search for me and said, “Enterprise doesn’t have any cars available. Avis has a few.” He secured a Toyota Forerunner and I said, “Wait. What color is it?” Haha. I was just kidding. I wouldn’t care if it were purple! It’s an amazing feeling to want to go somewhere and to have a damn car in the garage and just go do it!
 

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Discussion Starter · #24 ·
Day 43
I spoke to the service manager yesterday and asked if the new module arrived on Monday. He seemed to step around my question. “We received that a long time ago. Your car is in pieces and it’s a matter of working with England and trying each suggestion to target the problem.” Ok, that’s not verbatim, but he basically said my car is torn apart and they’re trying what theyre told to try. But he seemed to not have any knowledge of a second module. Or, maybe they did try it, and it didn’t work. The only tiny bright light for me from that convo was that my car is not sitting outside (hail potential). The guy who I usually talk to is on vacation for the next two weeks. I swear he was on vacation a month ago, too. And so was the service manager. I actually feel bad for these guys when they have an extreme problem like mine. I'm very easy-going and understanding. This forum has been such a blessing for real world experience with arbitration (Rachelinne) and for getting a loaner (cbrehman). Edit - and thank you to jagmaster for explaining this particular Special Service Message SSM75774

And hat tip to cbrehman for saying that they can absolutely offer a rental voucher. I reached out to the Customer Service liaison to request loaner/rental help for a fourth time. Ding ding ding! She said they can offer a goodwill gesture for a rental reimbursement of $45 a day or they can provide an Owner Loyalty Certificate once the vehicle is repaired. I have no idea what that is, so I dont know how to compare the two offers. Does anyone know what an Owner Loyalty Certificate is? Not sure I’ll get a straight or complete answer from the liaison. Her emails are extremely terse and unfriendly. So much for “customer service” liaison. You think she’d have a skosh of personality. Interesting that this goodwill gesture is not standard issue. I guess you have to beg for it. Or maybe they have a certain number of days to let you stew before they’ll consider it. Six Weeks must have been the magic number. :geek:
 

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Discussion Starter · #25 ·
Day 49
My husband called the Service Manager today. The S.M. reiterated that 7 weeks is not really THAT long. Same story the guy told me three weeks ago. FFS, he really needs a new script and needs to STOP saying that to customers! My husband didn’t let him get away with that dumb statement.
“What is the status of THIS repair”
“We haven’t heard from you in over a week”
“Paid sticker for this car. What happened to VIP service we were promised”
“We know about SSM75774 issued on June 22. If there are others out there, have ANY had a successful repair?”
“Our patience has run out” etc…

He was told that the right side of the car is now communicating, but the left side is not. My husband suggested they follow the wiring and replace all the harnesses. Ha! I’m sure that 'following and replacing wiring harnesses’ is not as easy as it sounds. But, it does seem like a legit suggestion. Oh, and, just for fun, the guy who works on my car is on vacation. But the S.M. can 'jump into that technician's email and see if there are any updates for the SSM'. THAT little nugget pissed me off. One guy is on vacation, so my car just sits there untouched. What’s another two weeks for that F-pace to sit… And if my husband hadn’t called, it sounds like checking on the SSM updates was nowhere on his radar.
 
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