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Mansell, you.may be interested in this from October 2023.Andrew Woolliscroft, client care director for Jaguar Land Rover, admitted that the huge transformations the brand will be undergoing will be a ‘challenge’ – and said they won’t be a success unless it fixes its reliability issues.‘We cannot deliver on our modern luxury strategy without quality products and quality services,’ he told Car Dealer.‘It just won’t work – so there is an immense amount of pressure.’Jaguar Land Rover models are notoriously unreliable and its car dealerships are often incredibly busy with warranty work.The firm’s cars also regularly top unreliability surveys. In September, the What Car? Reliability Survey found the Discovery (2017-present) to be the most unreliable car in the UKHe said he believes reliability issues ‘have improved’, explaining that since 2020 warranty repairs for the car maker’s latest models have ‘reduced by a third’. But he admitted there were still improvements to be made.Woolliscroft said: ‘I feel like I can’t really talk about the ownership space without talking about quality – and there’s a huge amount to do in this space.‘We haven’t maybe been as robust as we would have wanted to be in procuring our parts – I’m not saying we pushed stuff through too quickly, but naturally, if you’re focused just on volume, it will have consequences.‘Our previous strategy was very much volume driven. Reimagined isn’t about volume, while it’s immensely important, it’s more about quality – quality of experience, quality product, quality profit over volume, and that has allowed an absolute refocus.’ ‘It is getting better,’ he said. ‘There’s loads of other proof points when you look to China and JD Power we are second and ahead of BMW and Mercedes. I know it’s not a UK survey, but a good indicator that the quality is now starting to be received by our clients.Jaguar Land Rover is hoping customer service interactions in future with dealers will be more pleasant experiences and not just about fulfilling a need.Woolliscroft said its dealers will play a big part in this and will help when it comes to identifying faults quickly so they can be resolved faster.‘Those are things that are maybe really obvious. But they’re things that haven’t been there but are now.’The JLR director admitted, though, that its car dealership workshops were ‘still full’.

N V Brooks ● 21d