Customer Service makes a huge difference

[Steve912]

You should have gone to Autozone or any of the other discount auto parts places when you saw the first Check Engine Light...they'd pull the codes for free. Copy em down, and research em on net--easy.

Like Muss said, a loose gas cap will throw a CEL--and that code WILL clear itself from memory, after so many cycles where the evap emissions system pulls a good vacuum, with 'good' readings. It's entirely possible that was the first CEL you saw, and why the shop saw no codes.

At this point, you can't tell what the heck gave you a CEL initially. Codes like O2 sensors will not clear, and the CEL won't go off, so that's one you can scratch off the list. You didn't specify the other codes pulled, so no opinion on them.

The year-later codes are likely totally unrelated, and independent from your initial CEL. If the vendor decides to take on the repairs at their expense, lucky you.


BTW, OBD is an industry-wide protocol. The codes vary slightly from mfr to mfr, but any OBD reader will read any OBD-compliant car (anything legal for sale in US).

 

[LVSteve]

BTW, OBD is an industry-wide protocol. The codes vary slightly from mfr to mfr, but any OBD reader will read any OBD-compliant car (anything legal for sale in US).

The communications protocol and the basic emissions codes may be common in OBD II, but I can assure you that are a slew of additional codes in Jaguars that are not used by anyone else.

 

[Rastoff]

You should have gone to Autozone or any of the other discount auto parts places when you saw the first Check Engine Light...they'd pull the codes for free.

Again, this isn't the check engine light you see on most cars. It is a make specific code. I did go to those places to check if they could read the code; they couldn't.

BTW, OBD is an industry-wide protocol. The codes vary slightly from mfr to mfr, but any OBD reader will read any OBD-compliant car (anything legal for sale in US).

Nope, not even close....

The communications protocol and the basic emissions codes may be common in OBD II, but I can assure you that are a slew of additional codes in Jaguars that are not used by anyone else.

This is the correct answer.

There are hundreds of generic codes. Where the manufacturer thinks a generic code doesn't cover their specific vehicle, they can add their own. A generic OBDII reader can be had for about $15, but it only reads the generic codes. I know, I have one. Further, AutoZone, Oriley's and just about every other parts stores have generic readers too which don't read mfr specific codes. I know, I checked.

As I've already stated, it's not the gas cap.

 

[ChattanoogaPhil]

The communications protocol and the basic emissions codes may be common in OBD II, but I can assure you that are a slew of additional codes in Jaguars that are not used by anyone else.

Makes sense that Jaguars would have a lot more problem codes than other vehicles.

 

[Rastoff]

Makes sense that Jaguars would have a lot more problem codes than other vehicles.

Very funny, but all vehicles have mfr specific codes and they all have about the same amount.

 

[Steve912]

The communications protocol and the basic emissions codes may be common in OBD II, but I can assure you that are a slew of additional codes in Jaguars that are not used by anyone else.

The comm protocol is the same, if it's a legally marketed vehicle in US. The mfr-peculiar codes are available online.

 

[Steve912]

Again, this isn't the check engine light you see on most cars. It is a make specific code. I did go to those places to check if they could read the code; they couldn't.

Nope, not even close....

They call em "idiot lights" for a reason. Ignore at your own peril.

 

[M29since14]

Well, around here, clearing a code and lying about it might get you punched in the face. Not exactly the pinnacle of customer service . . .

Maybe not exemplary CS, but around here the puncher will get a free ride to county jail to wait there until the friendly judge has time to hear your story. When he does, he probably won't be too interested in the thing about clearing the code.

I'm impressed with Kiwi's story. The Carmax folks... I agree with the "not exactly the pinnacle" stuff, but I'll withhold final judgment for now, until we hear how this ends. Even an operation with high corporate standards can get derailed at the street level by employees or franchisees who think they know how to do it better.

 

[Wise_A]

I read the OP. I'm not sure clearing a code and lying about it, then admitting you may have made a mistake when confronted later is good customer service, but then again, that may be above and beyond where you live . . .

Do you know what that guy's problem is?

He admitted they "may" have made a mistake. What an idiot. Here's how that should have gone down:

"Well, sir, I understand you've been having some problems with the car you purchased from us a year ago, and I understand you took the car in to have the warning light checked with 30 days of sale. We at Carmax want you to be completely satisfied in your purchase. No car we sell should have those kinds of mechanical issues a year after sale. With your permission, we'd like the opportunity to make this right. If you would please bring the printed report from your mechanic, I'd like to correct every item on that list for no-charge/parts-cost/whatever."

Never admit guilt. If ol' Rastoff wasn't suspicious before, he sure as hell has a reason to be now.

PS--Does your company need BS as seen above? I am available for hire.

 

[Rastoff]

Got the car checked at Carmax today. This is what I said in the OP...

I'm very curious to hear what he says. I'm sure they won't fix it for free at this point, but if they can cut me some slack on labor, they'll get a customer for life.

It's a shame that I have to report they have not gained a customer for life. In fact, they very politely told me, "We saw the code and we can't fix this here. So, you'll have to take it somewhere else." To which I replied, "If you can't fix it, what would you have done when I brought this in the first time?" "Well," he replied, "we would have taken it to shop X where they can fix it."

I can see that they're just moving me down the road and trying to get rid of this by blaming it on whatever.

I was hoping this would turn out differently. Alas, customer service does make a difference. In this case it's not the good kind of difference.

 

[ChattanoogaPhil]

In fact, they very politely told me, "We saw the code and we can't fix this here. So, you'll have to take it somewhere else." make a difference. In this case it's not the good kind of difference.

"Fix this" what? Did they actually diagnose something was in need of replacement or repair? Or did they just read the code and hand you back your keys like they did the first time?

 

[Rastoff]

That's an excellent question. They found 5 codes:

• Both oxygen sensors are bad (2 codes for one and 1 for the other). Easy fix.
• An inlet actuator movement failure that has something to do with the timing.
• The 5th code he didn't know what it was.

So, no, not what I'd call real troubleshooting. When he saw it was the timing thing, he immediately begged off. I asked about the 5th code, which I believe is the major problem, and he just wouldn't engage about it.

The car is currently at another shop where I'll have to pay at least $140 for them to diagnose the issue again.

 

[Muss Muggins]

About what I expected . . .

Got the car checked at Carmax today. This is what I said in the OP...It's a shame that I have to report they have not gained a customer for life. In fact, they very politely told me, "We saw the code and we can't fix this here. So, you'll have to take it somewhere else." To which I replied, "If you can't fix it, what would you have done when I brought this in the first time?" "Well," he replied, "we would have taken it to shop X where they can fix it."

I can see that they're just moving me down the road and trying to get rid of this by blaming it on whatever.

I was hoping this would turn out differently. Alas, customer service does make a difference. In this case it's not the good kind of difference.

 

[i1afli]

About what I expected . . .

I have to say that I agree with you.
It's hard enough to get them to repair a car that is under warranty much less one that is out of warranty.

 

[vytoland]

customer service and product quality...........let either decline and you are dead where you stand.....

 

[Rastoff]

About what I expected . . .

As much as I hate to admit it, me too.

 

[Wise_A]

Check your local lemon laws, and if necessary, contact the state attorney general's office. Especially if you have documentation of the codes from back when you originally bought it.

I would also complain to corporate again.

 

[Rastoff]

Already done.

 

[Kencan]

youre right customer service makes or breaks a company. Take S&W on these latest round of rebates for buying select guns. I sent my registration in the next day, was the middle of May. Still to this day nothing and they keep passing the buck to some company that is handling it for them. Well you call them and they have no record of anything. Total run around. I would have expected far better from S&W. Check their facebook page, hundreds of people bitching about the same thing. Just not good customer service if you ask me.

 

[Alpo]

Gotta love customer service.

Late April I bought a lawnmower, online. Because I had been to the company's website, the next day there were all these popup ads saying "say the secret word and get 5% of a purchase".

I wrote customer service, asking if I could get that on the mower I'd just bought. 180 dollar mower, so 9 bucks. No big deal either way, but it's like seeing a ten dollar bill laying on the sidewalk. You pick it up.

Got an automated response. "One of our excellent Customer Service reps will respond within 48 hours." As I said - late April. Kinda past the 48 hour window. Nine bucks ain't gonna break me. Yes or no, I don't really care. But answer the question.

5 July I wrote them again. Told them I was disappointed. Lawnmower handles fold, so you can store or transport them. They have plastic thumbnuts to hold the handle tight when unfolded. Third time I used it, saw one of the nuts loose. Retightened it. Fourth time, saw the nut lying in the grass. Picked it up, put it back one RETIGHTENED it. Fifth time, nut is gone. Still haven't found it.

I told them I'd had it for a month and a half, used it five times, and it was falling apart.

NOT A PROBLEM, they told me. Mower is unconditionally guaranteed for two years. They would send me the parts right out.

July 5. That's 26 days ago. Know how fast grass grows in Florida in 26 days in July? Sure would be nice if they would send me the parts to fix my mower.

Yes, I went to Lowes and got a nut, bolt and lock-washer, so I can still cut the grass. That's not the point. "We'll send the parts right out", and it's been almost a month.

It's a good mower.

I'm NEVER going to buy anything from them again.