Something's Missing: Jaguar E-Paces Delivered to Customers Minus Irreplaceable Software

Matt Posky
by Matt Posky
somethings missing jaguar e paces delivered to customers minus irreplaceable

It looks as if certain 2019 model year Jaguar E-Pace crossovers have left the factory improperly equipped. Back in November, an owner created an account on the EPaceForum to share their experience. According to the posting, the E-Pace arrived with some features missing. Functions like navigation, WiFi, live weather and sports updates, Apple CarPlay, and Android Auto were all absent.

While you might assume Jaguar could sort this out by simply issuing a software fix at an accredited service center, things are a little more complicated than that. The poster said they were swiftly contacted by Jaguar Land Rover and their dealer, only to be told what they already knew: that their vehicle left the factory missing the “InControl Pack and Smart Settings” that make these systems functional.

Worse still, JLR said nothing could be done about it.

Since the issue laid dormant for several months, the problem seems isolated to a small number of E-Paces. But it’s still bigger than one lone crossover. Jaguar issued a brief stop-sale on affected vehicles in October 2018; the forum post included a copied document showing the automaker notifying dealerships that all 2019 model year E-Pace S, SE and HSE models up to VIN SADFJ2FX6K1Z43230 are affected.

Jaguar responded to AutoGuide, which was the first outlet to mention the blunder, to explain that customers will be reimbursed for their hardship. However, a $600 in-store credit as compensation seems insufficient, especially considering these customers were effectively given faulty products they now have to live with.

“A small quantity of cars left the UK without the Connect Pro Pack — this includes functionality for features like InControl Pro Services, WiFi HotSpot and Smart Settings — which are required for Apple Car Play and Android Auto to function correctly,” a JLR spokesperson explained. “Adding this pack is not something that can be retrofitted, so the decision has been made to proactively communicate this to potential buyers (of vehicles at retailers) and offer a $600 credit in lieu of the content.”

No recalls, no part replacement, no repairs — just a coupon. We know JLR is coping with harder times these days, but this feels unacceptable, especially for a premium brand that’s supposed to make its clientele feel special to help rationalize the price of its products.

[Images: Jaguar Land Rover]

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  • Tedward Tedward on Feb 01, 2019

    I guess it all hinges on how the customer base reacts. If their buying demo really is old enough they might get away with buying back a few of these and everyone else will settle for the $600 (two jag oil changes I'm assuming). If, however, there are enough already delivered cars out there missing this tech and the customers notice...well, they just made this way more expensive for themselves than buying them all back would have been. I would be so hot if I took a car home and found missing features, especially a quite expensive new car. I would consider a $600 in store coupon an insult in that situation, not an accommodation. That insult would drive me online in a hurry, and I really am not the scorched earth type.


    I once bought a hunting dog with a great pedigree from a well-respected breeder. The dog was transported to me, and I found out the dog was blind. Beautiful retriever, but kept walking into walls. I called up the breeder to complain and he said "Don't worry. The great thing about blindness is that the other four senses make up for the loss of one. Plus, I'll send you a check for $100." The dog became a part of the family, and lived with us for more than ten years as a house animal, full of love and affection. I never bought another dog from that breeder.

  • Wjtinfwb A Celebrity Diesel... that is a unicorn. Those early A-bodies were much maligned and I'm sure the diesel didn't help that, but they developed into very decent and reliable transportation. Hopefully this oil-burner Chevy can do the same, it's worth keeping.
  • Wjtinfwb After S-classes crested the 40k mark in the early '80s, my dad moved from M-B to a BMW 733i Automatic. Anthracite gray over red leather, it was a spectacular driving car and insanely comfortable and reassuring on long interstate hauls. My mom, not really a car person, used the BMW to shuttle her elderly Mom back home to Pennsylvania from Miami. Mom and grandma both gushed with praise for the big BMW, stating she could have driven straight through the car was so comfortable and confidence inspiring. A truly great car that improved through the E38 generation, at which point the drugs apparently took hold of BMW styling and engineering and they went completely off the rails. The newest 7 series is a 100k abomination.
  • Vatchy If you want to talk about global warming, you might start here:
  • 28-Cars-Later $55,218 for a new GR Corolla:"But if OTD prices get beyond 50k there are better options"That's what people were arguing in that thread.
  • Lou_BC "The Oldsmobile Diesel engine is a series of  V6 and  V8  diesel engines produced by  General Motors from 1978 to 1985. The 350 cu in (5.7 L) V8 was introduced in 1978, followed by a 261 cu in (4.3 L) V8 only for the 1979 model year. In 1982, a 263 cu in (4.3 L) V6 became available for both front and  rear-wheel drive vehicles. Sales peaked in 1981 at approximately 310,000 units, which represented 60% of the total U.S. passenger vehicle diesel market. However, this success was short-lived as the V8 diesel engine suffered severe reliability issues, and the engines were discontinued after the 1985 model year."I'd say one would be best off finding a gasser to plunk in there or take a loss and re-sell it.