Richard P

Very poor customer service

Booked my car in for a service (hadn't used Stratstone Jaguar before as lived in Scotland until last autumn) and on arrival Service Advisor couldn't find my booking. Turns out it had been cancelled by a phone operator who had made a mistake when I called to check if it was still booked for combined MOT & service and I told her that I'd had MOT carried out locally (Stratstone Stockton don't perform MOTs so no advantage in them doing it). Service Advisor said they'd be able to carry out service. On return, I waited approx 25 mins for Advisor and was asked to come to another desk as the other Advisor was carrying out training. I was then told they couldn't find my paperwork so he disappeared for 10 minutes! Then I asked for a copy of the Health Check video and he disappeared again and on his return told me they couldn't send it to me and I would need an iPhone to re-record whilst watching. Unbelievable and as it turns out, incorrect. It also took a while to establish what the dealership we're going to do with regards to the sub-frame corrosion. I was expecting them to volunteer what the next steps were but it was like drawing teeth! It took some 45 minutes to collect the car and it appears that the car wasn't even ready on my arrival as my wife saw them bring the car out of the workshop a few mins before I left the showroom, even though I was told 2pm (it was now 3:45pm). So I would have been hanging around anyway. I have used Pentland Jaguar in Perth and the difference in derive quality and customer attention is massive in Pentland's favour. I met another chap who was pacing the showroom whilst I was hanging around also. He had been waiting over 40 minutes and as he said to me, I came to collect my Discovery so just want the keys and get out of here. He finished by saying it's been like this over the 2.5 years he's dealt with them. So think twice before using them.