UK: JLR accused of fixing customer cars with second-hand parts to clear service backlog

RahulNagaraj · 3rd November 2023, 19:15

A Range Rover Evoque owner has reportedly accused Jaguar Land Rover of fixing her SUV with used parts.

According to reports, the carmaker has a backlog of 10,000 cars awaiting repairs and is struggling to source new components. Hence, JLR is said to have turned to used components for a quick fix.

UK: JLR accused of fixing customer cars with second-hand parts to clear service backlog-2021evoque.jpg

Reportedly, the parts supply issues originate at JLR's Mercia Park facility in the Midlands, UK. The carmaker instead of waiting for the new parts, has instructed its service centres to use second-hand components to fix cars and get them back on the roads.

An employee at a JLR dealership stated, "JLR has told retailers to source non-genuine parts to get cars fixed and out of their workshops for the last six months." Reports also state, "One JLR senior manager even suggested we use second-hand parts if necessary, although this was ridiculed by retailers."

Another Range Rover Evoque driver also mentioned how he had initially been told that the parts required to fix his car wouldn't be available for 7 months. However, after another inspection, the car was repaired and sent back on the road. The parts used to fix his car, although official JLR components, turned out to be second-hand.

JLR though has come out with a response, stating, "It is JLR’s top priority to resolve the temporary parts delays some of our retailers are experiencing and minimize the impact to our clients." They further added, "The use of parts locally sourced by our retailers for replacement and repair is a long-established practice in exceptional circumstances, provided those parts are fit for purpose and meet JLR specifications. This is clearly stated as part of any warranty agreement."

Source: Autocar UK

Link to Team-BHP news

avira_tk · 3rd November 2023, 21:53

JLR is notorious for being unreliable, how did they source working second hand parts?

Jeroen · 3rd November 2023, 23:22

Quote:

Originally Posted by avira_tk

JLR is notorious for being unreliable, how did they source working second hand parts?

Not a problem in the Western Europe. I can buy second hand, working parts, for all our modern cars, say up to 10-15 years. Car scrapping is a huge industry, heavily regulated. All parts that can be sold, get take off, checked. Many of these places have their warehouses hooked up to the same databases as the car part suppliers. So by giving them the car registration they know the exact part I need and whether they have it in stock.

The days that you could walk onto a scrap yard with a toolbox and pull the parts from vehicles are long gone. That was great fun too. It still exists in the USA, one the best is an outfit called “pick and pull”.

Some car parts are ridiculously expensive. Ever tried to buy a complete headlight unit for say a simple Ford Fiesta and you know what I mean. So there is a huge second hand market.

I know of insurance company who offer special discounts if they are allowed to use second hand parts repairing your car.

Jeroen

Sedate · 5th November 2023, 22:32

I made my choice of car in UK to ensure I will get second hand parts for any repair - the COVID supply chain crisis helped me make that decision. As long as you have a breaker that operates on a particular brand of cars, the supply of parts is almost unlimited.

We have very established Volvo, Ford and VW group breakers in Midlands. Even established workshops asks whether you require OEM parts, equivalent part(mostly eastern europe or india), or "pulled" parts. If it is something like an ECU, it makes sense to use a secondhand part - both in terms of availability and price.

If there are no breakers nearby, even an ebay search will show parts - but at a premium.

However, if brands also start doing the same, I am not sure how appropriate that is. Especially when it is from JLR which even the royal family moves in. If the parts are from a brand new car, no issues. But if it is from an old workhorse, not too sure!

PS:- My trusted mechanic (now retired) was a Pakistani gentleman. In the few times I accompanied him to get parts for my old car, he always made it a point to remove all the fuses from the car he was taking parts from. Never know what he did with so many fuses!

3rd November 2023, 19:15	#1
RahulNagaraj Senior - BHPian Join Date: Mar 2021 Location: Bangalore Posts: 2,632 Thanked: 24,862 Times View My Garage	UK: JLR accused of fixing customer cars with second-hand parts to clear service backlog A Range Rover Evoque owner has reportedly accused Jaguar Land Rover of fixing her SUV with used parts. According to reports, the carmaker has a backlog of 10,000 cars awaiting repairs and is struggling to source new components. Hence, JLR is said to have turned to used components for a quick fix. Reportedly, the parts supply issues originate at JLR's Mercia Park facility in the Midlands, UK. The carmaker instead of waiting for the new parts, has instructed its service centres to use second-hand components to fix cars and get them back on the roads. An employee at a JLR dealership stated, "JLR has told retailers to source non-genuine parts to get cars fixed and out of their workshops for the last six months." Reports also state, "One JLR senior manager even suggested we use second-hand parts if necessary, although this was ridiculed by retailers." Another Range Rover Evoque driver also mentioned how he had initially been told that the parts required to fix his car wouldn't be available for 7 months. However, after another inspection, the car was repaired and sent back on the road. The parts used to fix his car, although official JLR components, turned out to be second-hand. JLR though has come out with a response, stating, "It is JLR’s top priority to resolve the temporary parts delays some of our retailers are experiencing and minimize the impact to our clients." They further added, "The use of parts locally sourced by our retailers for replacement and repair is a long-established practice in exceptional circumstances, provided those parts are fit for purpose and meet JLR specifications. This is clearly stated as part of any warranty agreement." Source: Autocar UK Link to Team-BHP news Last edited by RahulNagaraj : 3rd November 2023 at 19:16.
	(17) Thanks

3rd November 2023, 21:53	#2
avira_tk BANNED Join Date: Nov 2011 Location: Bangalore Posts: 1,380 Thanked: 3,390 Times	Re: UK: JLR accused of fixing customer cars with second-hand parts to clear service backlog JLR is notorious for being unreliable, how did they source working second hand parts?
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5th November 2023, 22:32	#4
Sedate BHPian Join Date: Apr 2010 Location: Cochin Posts: 208 Thanked: 210 Times	Re: UK: JLR accused of fixing customer cars with second-hand parts to clear service backlog I made my choice of car in UK to ensure I will get second hand parts for any repair - the COVID supply chain crisis helped me make that decision. As long as you have a breaker that operates on a particular brand of cars, the supply of parts is almost unlimited. We have very established Volvo, Ford and VW group breakers in Midlands. Even established workshops asks whether you require OEM parts, equivalent part(mostly eastern europe or india), or "pulled" parts. If it is something like an ECU, it makes sense to use a secondhand part - both in terms of availability and price. If there are no breakers nearby, even an ebay search will show parts - but at a premium. However, if brands also start doing the same, I am not sure how appropriate that is. Especially when it is from JLR which even the royal family moves in. If the parts are from a brand new car, no issues. But if it is from an old workhorse, not too sure! PS:- My trusted mechanic (now retired) was a Pakistani gentleman. In the few times I accompanied him to get parts for my old car, he always made it a point to remove all the fuses from the car he was taking parts from. Never know what he did with so many fuses!
	(1) Thanks