Cracked Seat Leather

[01286p]

I took my car in for it's second service at 16,000 miles this week to Jaguar Dealer Hatfields of Shrewsbury.

The car was checked over, fully serviced and cleaned very quickly, at the end the Service Manger pointed out that the driver's side seat squab leather was beginning to crack and that they would be contacting Jaguar for a replacement under warranty.

Today this was refused by jaguar, much to the dealer's surprise.
I was in turn asked to contact jaguar customer experience centre direct and quote their reference number to discuss their refusal with them.

What a shambles of an Experience Centre: firstly they had no record, then they advised that the reference number meant nothing to them and finally advised that Cracked Seat Leather was not a fault and therefore could not be covered under the warranty.

What a shame that a Service Experience Operative can so quickly ruin a relationship with a Customer -,upon whom he actually depends for a job.