Melbourne City Jaguar

Absolutely Unfair people Charging arm and leg for half hour task reason is because "we are high end dealership". Horrible Makes me think whay i bought that brand.

Purchase a new jaguar in December 2017 and keeped up with the services on the front window that they provided the date and next km service, booked in the last warranty service that was stated on the service stickers as advised from the last customer service person only to get told by subhash at service desk that ill need to pay for the full service over 2.5k so we spoke to his manager (Hayden Taylor) He advised us that they could not honour the service as it goes by the date of purchase not the date of service as advertised by previous service person (2 different storys) very disappointed.
My partner waited 3 hours for this to get sorted while being 4 months pregnant and hungry.
What a joke, quick to take your money and even quicker to not honour a service when you buy a brand new car.
Will not by another car from them and advise anyone that they check the service fine print as they will say anything to get out of it.

Second reply

As previously stated on the service card on the window it was due 8th March 2023. I booked it in Feb or Jan 2023 but you did not have a loan car till 8th march.
As for the so called emails I did not get any emails at all.
As I'm the one that purchase the car in the first place I dont know how this could change. How my misses got the emails I do not know. After researching the emails they were in her junk mail.
I would never know if I did not search for it on her account.
Your company could have called as you would if I was buying a car.
I think this is harsh. I am happy to remove my personal experience, if you honour the Service plan that was on the car when I purchased it from Melbourne Jaguar.

I walked around the dealership and the lot for 10 minutes this afternoon without a single member of staff engaging with me, all this despite there being 8 employees standing around talking amongst themselves.

I booked my car for service but was disappointed to know that it would cost $950 for service for normal service. I was told on the phone that it would cost nothing as there was still 1 service left and it was covered by prepaid service. The excuse given was 'We tried to call you back but could not get through'. Oh really? I have a voice mail numb nuts and there was no message left. Get your act together guys!

Should a vehicle 5 years old require $10,000 worth of engine work?

Today I was advised that my 5 year and 3 months old F Pace R sport 35t needs the timing chains replaced and that JAG were only going to cover 80% of the costs and that I would be required to pay $1900, the vehicle is 3 months past its warrantee period.

I disputed this and was advised that the situation had been reviewed by the warrantee claims office and that I would need to escalate the situation if I was not happy. I spoke to JAG head office and was advised that I would need to speak with the ACCC if I was not happy.

Will keep you posted.

Full marks to Subhash in the Service Dept.
He was able to completely assist with a somewhat unusual request & did so very pleasantly & promptly. His email with the required information was in my inbox before I had even finished the call

We purchased a F-Pace 1st edition Electric Blue Jaguar last week and we love it!
Richard Wu the Sales Rep was a lovely man to deal with, very helpful and knowledgeable, Richard made the car purchase a fantastic experience for us, and he made sure everything went smoothly and delivery on time in a very end of year busy week.
Thank you Richard and the Jaguar team
Best Regards Nic & Robynne

Ps looking forward to catching up on the Jaguar events

Can not recommend Melbourne City Jaguar enough!
Our experience with them was exceptional from start to finish.
Highly recommend Richard, his helpfulness, knowledge and professionalism was outstanding.
By far the best salesperson I've dealt with.
Already recommended this dealership to all my family and friends.

Not even considering the excellent quality of the Jaguar products, what has made a real impression on me is the after sale service at Melbourne City Jag. They are really good to deal with, are efficient and have an eye for detail when it comes to looking after my car. They truly go above and beyond what they have to, which is why I will stick to them in the future.

We had a really bad experience while dropping off our Jaguar for servicing. Had to wait for too long to get our loan car keys, was asked last minute by another representative to swap it with a bigger car, had to wait for another half an hour only to find out that we were told exactly opposite and getting a smaller car. When we brought this to managers attention (who did not bother greeting or introducing himself.not even sure if he was a manager or not) all he had to say was “so? You are still getting a loan car? ”, shrugged and walked off. WOW!
It’s definitely not about the bigger or smaller loan car. Its about honesty and how you treat your customers. 
Absolutely unprofessional. Never coming back to you guys! Worst customer service!

Avoid, dodgy sales team! Terrible customer service, completely ignored once you are no longer of any value to them. I have tried contacting two members of staff and have been ignored for weeks & weeks.
I am considering contacting the ACCC or Ombudsmen with my complaint.

A great place to service your beloved Jaguar.
Melbourne City Jaguar have been servicing my Jaguar S-type for some years and we are always made very welcome! I always feel well looked after and I never tire of singing their praises. While it's reassuring to have your car serviced by the Agent, I have also found it to be great value and have been charged less by Melbourne City Jaguar Land Rover than another (specialist) Jaguar repairer for the same repair (Upper & Lower Inlet Manifold).

Been coming here since 2013 and the customer service, quality has deteriorated year by year. This year it has been the worst of experiences, online service costs differ from what is billed (about 40‰) and after several queries the response was they haven't updated the online rates for ages. Was also told I returned the loan car late the next morning when I was only prompted half an hour before they closed the evening before (informed them what time I will be back and they said fine). The service agent was rushing through the process without any thought of giving the customer a decent experience, unable to answer queries which were very basic. Best was that my side mirror was falling off when I collected the key and they acted all surprised. I won't be heading back after years of loyalty.

My experience with my car service at Jaguar is exceptional, thank you to Andrew Fragapane for being the ultimate professional and taking the time to look after my service needs, above and beyond of what is expected.

Thank you to Andrew the retail service manager who looked after my Jaguar xe. I would highly recommend them

Melbourne City Jag are a breath of fresh air. Great customer service and very professional. Thank you Andrew for looking after me. Highly recommended

I needed a car that is not only smooth but also has lots of legroom, and found great, friendly, professional and very knowledgeable consultants here. Thanks, Andrew and Matt for making this decision very easy and rewarding.

Cannot praise these guys highly enough. Andrew from used Jaguar was so helpful and easy to deal with. He went well above and beyond both before and after the sale to make sure I was happy and satisfying all requests I made. In many years of buying cars this was by far the easiest and most pleasant buying experience I have had. Will definitely be looking these guys up again when it comes time to update again. Thanks guys ;)

WORST EVER. Not helpful at all. Felt ignored as a customer big time.
Took them two weeks to answer a question and did not even return my call twice and at last I had to call them back on both occasions. The answer was it is not possible and tomorrow is Christmas.
Merry Christmas

Melbourne City Jaguar has been a treat to deal with always! I just realized how good you guys were when I had to deal with ULR Malvern briefly over a phone call.

Their service manager was super rude and I am delighted that I purchased my car from your branch and more importantly have always serviced with you guys!

Anyone buying and servicing Jaguar in Melbourne should be only doing it here from the Port Melbourne branch:)