[stormerider]

The Issue pertains to after sales provided by Jaguar India and their Dealer AMP Motors, Jaipur. My friend owns a Jaguar XF which is not even 1.5 years old and has spent a lot of time at the dealer workshop.

The History
The ordeal started with a sad event in August'2014. My friend and his driver were going to a meeting during the rainy season and were stuck in a jam caused by water logged roads. The car stalled with water ingress, so he called up the dealer who got the car towed. A lot of parts were changed in this incident, but everything was covered under Zero Dep Insurance. The car was with them for about 2 months or more. Jaguar had promised that they will repair the car and bring it back to pristine condition in every sense.

The Current Problem
In January, my friend took the car around as the driver was on leave, and noticed that the Navigation system was'nt working. So he called the workshop and sent the car to them on 8 Jan. No update was given till 12, so he called again and got a strange reply - "Sir we are still inspecting!?!"

On 16 he got a call and email stating that the navigation system has gone kaput due to water ingress. He asked them to change under warranty, but they denied citing that it is not a manufacturing defect. But they also said that this might had gone undetected during the last time, so they will try and reopen the case with the Insurance company.

After almost a month, now they have replied back saying that the insurance company has denied the claim and he would have to pay for the Navigation and Music system(integrated) which costs 2.8L plus taxes.

I understand that the insurance company cleared every part that time and does not want to increase its losses now. The dealer did not check this part and also did not perform a thorough PDI in those 2+ months while the car was there.

My request, please suggest a way forward.

[GTO]

Thread moved from the Assembly Line to the Dealerships Section. Thanks for sharing!

[normally_crazy]

So no one used the music system or navigation in the car since October when the car came back to you ?

[stormerider]

Originally Posted by normally_crazy

So no one used the music system or navigation in the car since October when the car came back to you ?

The car came back in November after Diwali. Yes, since the car is driven by his driver, who doesn't know how to use the navigation system and knows the ways around the city, navigation wasn't used at all. Whilst FM was working, so he didn't realize if something was wrong.

[1lokesh]

If the problem is due to water damage, it should be taken up with the insurance company. My suggestion is to ask the dealership and/or the insurance company to give it in writing in case they have rejected the claim. And then the dealership must own up to the botched PDI when the promise was to return the car in pristine condition in every sense

[stormerider]

Originally Posted by 1lokesh

If the problem is due to water damage, it should be taken up with the insurance company. My suggestion is to ask the dealership and/or the insurance company to give it in writing in case they have rejected the claim. And then the dealership must own up to the botched PDI when the promise was to return the car in pristine condition in every sense

That's where the problem lies. This is the same we told them, since a lot of transmission and engine components were changed due to water ingress, this should also be covered. If not then the company/dealer should change it as there was no rains or any other chance of water ingress.
But they are asking us to pay for it. Everything is coming in writing now from the dealer as we had strongly instructed.

[speedmiester]

I believe the dealer is trying to hide something here.

The infotainment system might have had a malfunction due to manufacturing defect and since the dealer is aware of the water ingress incident, he is trying to fleece your friend by making him pay for it.

[ajmat]

Show some proof like water ingress in the system

[tsk1979]

When the car was damaged in water, how deep was it. Was there cabin ingress, did carpets etc., get wet too?
It seems kind of fishy that just the navigation system got damaged by water, and everything else is working fine(dashboard electronics etc.,).

[Jaggu]

Yes could you please share some more details of the damage, to what extent water entered? Maybe details of parts replaced earlier? etc

[::CMS::]

Most of the IVI units in high end cars doesnt come as a single unit which we see in the aftermarket. It will have separate modules for each and every task (Radio, GPS, Amp, Screen, HMI units etc) and will talk to each other digitally (most probably) either through optical cables or something similar. Moreover, these will be located at different locations in the car based on the functionality of each module. Try to find out the part or module which got failed (is it the screen module or GPS module or the link), I dont believe the main unit is failed as other functions are working. If all the h/w modules are working, then the issue is with the s/w.

[stormerider]

Originally Posted by speedmiester

I believe the dealer is trying to hide something here.

The infotainment system might have had a malfunction due to manufacturing defect and since the dealer is aware of the water ingress incident, he is trying to fleece your friend by making him pay for it.

This indeed may be true. I am trying to get hold of an earlier bill in which the Navigation module was replaced under warranty by the company when the car was 2 months old or so.

Originally Posted by ajmat

Show some proof like water ingress in the system

Will try and post images.

Originally Posted by tsk1979

When the car was damaged in water, how deep was it. Was there cabin ingress, did carpets etc., get wet too?
It seems kind of fishy that just the navigation system got damaged by water, and everything else is working fine(dashboard electronics etc.,).

The water was around 8-9 inches and all cars were passing/standing there. No the water didnt enter the cabin. The level was less than the door sill, as my friend and his driver got out of the car when it stalled.

Originally Posted by Jaggu

Yes could you please share some more details of the damage, to what extent water entered? Maybe details of parts replaced earlier? etc

Will post the details.

Originally Posted by ::CMS::

Most of the IVI units in high end cars doesnt come as a single unit which we see in the aftermarket. It will have separate modules for each and every task (Radio, GPS, Amp, Screen, HMI units etc)

Thanks for the advice, will try and find out.

[drmohitg]

So the navigation system had failed once before too? That makes it all the more fishy.

Also if in case the navigation system this time indeed failed due to the rain water then on what grounds did the insurance company deny your claim since they passed a hefty claim for the same problem a few months back?

[stormerider]

Originally Posted by drmohitg

So the navigation system had failed once before too? That makes it all the more fishy.

Also if in case the navigation system this time indeed failed due to the rain water then on what grounds did the insurance company deny your claim since they passed a hefty claim for the same problem a few months back?

Thats actually the fishy part. After much haggling, we finally got the service history of the car mailed to us from the dealer, attaching here. Trying to get the detailed bills of Serial number 1 and 6.



A little birdie in the insurance company told us that they have denied the claim stating that its the fault of the repairing company. Trying to get that in writing from them. Meanwhile, the car is still standing at the Service Center for almost 1.5 months now.

[drmohitg]

Originally Posted by stormerider

A little birdie in the insurance company told us that they have denied the claim stating that its the fault of the repairing company. Trying to get that in writing from them. Meanwhile, the car is still standing at the Service Center for almost 1.5 months now.

Whatever is the issue, I feel you should pick the car from the service center and use it. A car just standing there idle will only undergo more damage with our dealerships being capable of causing body damage, parts stealing and what not. Plus the risk of your battery dying out which I am sure would already be dead by now if the car is just sitting idle. Would the company cover that or make you pay for that too?

Such resolutions can take ages and I don't see the point of letting the car stay with them specially since the fault is only with the Navigation and not some fundamental part interfering with the drive.