Inchcape Jaguar Guildford

Really friendly staff, great vehicle display.
Apr 20th, 2023

Jan 13th, 2023

A few points below where Inchcape fell short, but otherwise a good service. 1. Even though I emailed a spec update within the time window (to which I did not get a reply) I then had to follow-up with a phone call on the deadline date, but I was still "too late" to get the change I wanted. Caused by a staff member being off sick apparently. I would have thought there would be systems in place to manage customer deadlines in the event of staff sickness/leave? 2. Unveiling of car on collection is a nice touch, but please make sure the cover does not have a dirty tyre mark on it! My wife likened this to using a dirty table cloth for Xmas dinner! 3. With just a few days to go to collection I still had seen no details of how/when to pay and again had to make calls myself to resolve this. I often felt that I had to do the running to save things falling into a gap.
Mar 30th, 2023

I visited Inchcape Guildford by appointment to see Stirling Burrow in the sales department. I was welcomed to his desk in the show room. The atmosphere was convivial and the vehicle I was interested in was ready. Stirling made sure I was familiar with the controls. I then took the car on a test drive unaccompanied. The suggested could have been explained a little better. During the test drive my part exchange F-Pace was assessed. Stirling went over the figures and we came to an agreement. Two working days later I delivered my car and collected my new, 2 year old, car. The formalities were concluded in a friendly and efficient manner. I left a happy man. I had trouble adding the Incontrol app to my phone and after an over phone attempt by Stirling, I returned to the show room and Stirling fixed the problem. Another satisfied customer.
Mar 19th, 2023

Arranged to test drive a new PHEV Defender on Saturday 18th March. Upon arrival and after a short chat was told a hybrid defender was not on site for a test drive but I could drive a diesel. Not ideal but agreed to take it out. 15 mins into the test drive the car literally shut down just off the A3, engine stalled and ground to a halt. Total systems failiure. Took 20 mins to get through to the showroom on the phone and about 45 mins later was rescued by the salesman, who suggested if I want to buy one I should spec it up on line and send him the reference so he can place the order. Really???? Got back to the showroom in the Evoque he arrived in to find out from another customer that there was a hybrid available to test drive as he had just been out in it. Have e mailed the showroom and texted the salesman to ask how they might recover a shocking customer experience, but not heard a thing, no call to apologise, rearrange a test drive etc! About as bad as it gets..I thought JLR were meant to be a luxury brand?
Mar 16th, 2023