Something's Missing: Jaguar E-Paces Delivered to Customers Minus Irreplaceable Software
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]
A staunch consumer advocate tracking industry trends and regulation. Before joining TTAC, Matt spent a decade working for marketing and research firms based in NYC. Clients included several of the world’s largest automakers, global tire brands, and aftermarket part suppliers. Dissatisfied with the corporate world and resentful of having to wear suits everyday, he pivoted to writing about cars. Since then, that man has become an ardent supporter of the right-to-repair movement, been interviewed on the auto industry by national radio broadcasts, driven more rental cars than anyone ever should, participated in amateur rallying events, and received the requisite minimum training as sanctioned by the SCCA. Handy with a wrench, Matt grew up surrounded by Detroit auto workers and managed to get a pizza delivery job before he was legally eligible. He later found himself driving box trucks through Manhattan, guaranteeing future sympathy for actual truckers. He continues to conduct research pertaining to the automotive sector as an independent contractor and has since moved back to his native Michigan, closer to where the cars are born. A contrarian, Matt claims to prefer understeer — stating that front and all-wheel drive vehicles cater best to his driving style.
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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.