 | Home > Off Topic > JLR loses 100k sales due to quality |
 
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| Supacat Member Since: 16 Oct 2012 Location: West Yorkshire Posts: 11018   
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So says the new boss:
"Jaguar Land Rover loses more than 100,000 sales annually due to customer perception of quality issues with its models, CEO Thierry Bollore said" https://europe.autonews.com/automakers/jag...s-ceo-says Sorry full article sits behind a paywall. This is just the sort of focus the business needs to get on top of this issue. 
I hope he's not criticised too much by some on here for being too negative. |
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3rd Mar 2021 12:50pm |
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| jim4244 Member Since: 13 Apr 2014 Location: Bedfordshire Posts: 773  
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Like they get in the UAE?
 Click image to enlarge |
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3rd Mar 2021 3:03pm |
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| Zed Member Since: 07 Oct 2017 Location: In the woods Posts: 3256 
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Obviously it's just talk at the moment but Thierry seems like a big improvement. WARNING. This post may contain sarcasm. |
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3rd Mar 2021 5:52pm |
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| lohr500 Member Since: 14 Sep 2014 Location: Skipton Posts: 1315
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If he addresses the poor reputation for quality by building the things right in the 1st place, gives a minimum of 5 years/100k miles no quibble warranty in the UK and sorts out the outrageous servicing costs from the bloated dealer network, then I might just return to the fold. Even then it's debatable given the premium pricing.
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3rd Mar 2021 6:12pm |
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| Supacat Member Since: 16 Oct 2012 Location: West Yorkshire Posts: 11018
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"The dissatisfaction of our customers was really detrimental to our natural volume. The missed opportunities today are massive. It's more than 100,000 healthy sales that we could perform," Bollore commented.
Both Jaguar and Land Rover were in the five worst-performing brands in J.D. Power’s most recent quality survey in the United States. Bollore said he is focussing his efforts on improving the quality and the first signs look quite positive. The executive told investors on a call on Friday that customer dissatisfaction is at “record low” levels for 2021 models. "We are reducing the complexity of our vehicles massively. The result will be that fewer things going wrong because the process will not be as complex," Bollore commented. Warranty costs also suggest JLR is moving in the right direction. From March to December 2020, the manufacturer spent about $680 [million] on warranty claims and repairs, which is roughly half the money it spent in the same period the prior year." https://www.motor1.com/news/491922/jaguar-...ty-issues/ Two issues: 1. "reducing the complexity of our vehicles massively" ~ where's the evidence for that... 85 ECUs? 2. Warranty costs moving in the right direction ~ with vehicles parked up in lockdown, it would be really odd if they didn't? Last edited by Supacat on 4th Mar 2021 5:49am. Edited 1 time in total |
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3rd Mar 2021 6:23pm |
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| pigsfly Member Since: 22 Sep 2013 Location: warwickshire Posts: 11 
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obviously your talking about cars not t/o ?
100k cars and they'd need to get the ducks in line 100k t/o they won't give a flying duck |
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3rd Mar 2021 6:42pm |
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| Procta Member Since: 03 Dec 2016 Location: Sunderland Posts: 5150
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That's what happens when things are done on the cheep. They get the perfect parts for the cars, for the very 1st models for the show rooms, then its any old %hite is sent through afterwards. Trust me some of the stuff i have been told that's been ok to send to nissan has been shocking. A couple of things i have kicked up about and i have been told its ok, Only for it to come up later on. When the manufactures have little to do and start noticing stuff. Defender TD5 90 ---/--- Peugeot 306 HDI hatch back
Success is 90% Inspiration and 4 minutes Preparation # you can make it! |
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4th Mar 2021 5:39am |
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| blackwolf Member Since: 03 Nov 2009 Location: South West England Posts: 17353 
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Agree entirely! Landrover has always managed warranty costs by denying that faults are covered by the warranty. Look at the number of manufacturing or design defects discussed on this forum where LR either refuse to pay or make an offer which is extremely unappetising to the customer (such as paying 40% of the cost of a new engine after the oil pump has failed, but it has to be fitted at customer expense by a main dealer). Decreasing warranty costs are not by themselves an honest indicator of improved quality. Re. complexity, I imagine that the manufacturer genuinely believes that having 85 ECUs does reduce the complexity of the vehicle, since it means that more of the vehicle is software controlled or software defined, and hence can be repaired/updated/corrected at lower cost. It is not an argument that the end user would necessarily understand. |
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4th Mar 2021 9:07am |
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| discomog Member Since: 09 May 2015 Location: Notts/Lincs Border Posts: 2526 
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My wife must be one of those 100,000 who have walked away from JLR because of reliability issues. She bought a Discovery Sport in 2017 which performed well for the first two and a half years but then the electronic gremlins set in. Every time she drove the car another warning light or message would pop up so she decided to take out extended warranty after the manufacturers warranty expired. The fourth year of ownership threw up a plethora of annoying alarms and messages plus a reversing camera and emergency braking camera replacement.
She never had any problems with warranty claims and the dealer gave excellent service and always offered her a loan car but a round trip of 80 miles to the dealer and back on top of all the annoying faults made her look to other manufacturers for her next car. She has now purchased a Mini Countryman Cooper S, which scores quite highly on reliability but only time will tell. It's good that JLR have admitted they have problems but the difficult bit is fixing the problems. Defender 90XS SW Mini Countryman Cooper S Morgan Plus 8 |
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4th Mar 2021 9:12am |
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| Grenadier Member Since: 23 Jul 2014 Location: The foot of Mont Blanc... Posts: 5804  
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That's what, 20% of annual sales, or 10% of their previously targeted million-a-Year sales? Either way, pretty massive, pretty shocking. As mentioned above, if Bolloré genuinely recognises this, rather than the statement being some kind of clever PR to pretend to investors and the FTSE that he has, it could bode well.
On other news, heard an ad on LBC today, for a model wide (including new Def) LR sale. Monsieur Le Grenadier I've not been everywhere, but it's on my list..... 2011 Puma 110DC - Corris Grey |
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4th Mar 2021 10:42am |
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| Slideywindows Member Since: 09 Sep 2016 Location: North Essex Posts: 1283
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The quality issues have been going on for years and been widely publicised.
Has senior management been totally deaf all this time? And did they truly believe that it wouldn't eventually affect sales? "Style over substance" will only succeed for so long.  |
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4th Mar 2021 12:25pm |
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| jim4244 Member Since: 13 Apr 2014 Location: Bedfordshire Posts: 773
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If it will cost more to fix the problem than to pay compensation, in this case warranty work, then they won’t fix the problem. However now it is biting them in the backside as people are avoiding the brand due to the publicised reliability and quality control.
If the continue to do nothing then more and more people will avoid the brand... Jim |
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4th Mar 2021 2:45pm |
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| Rashers Member Since: 21 Jun 2015 Location: Norfolk Posts: 3484 
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It's all quite depressing reading. I have to agree with all of the comments that have been made. Just a shame that so many people at JLR can't see the elephant in the room?
I expect one reason for the drop in warranty costs has been the demise of the old Defender. I actually don't know of a Puma that hasn't seen a Land Rover body shop in it's first five years of being. The very last ones must have nearly all got to the end of their bodywork warranties by now. I assume that body work warranty claims (other than complete drivetrain / engine failures) are a reasonably high value compared to other warranty work? |
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4th Mar 2021 6:09pm |
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| DSC-off Member Since: 16 Oct 2014 Location: North East Posts: 1399 
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March to Dec 2020 is only 10 months, so full year of "lock down warranty claims" would be around $816 Million. As that is half what they spent in the previous year, then a normal year's warranty costs is, $ 1,632,000,000 Or $ 3,264 for every single vehicle they sell... Approximately £2,500 |
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4th Mar 2021 8:07pm |
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