http://MyDefenderNIghtmare.com/index.htmlHot News!enen2021-05-17T10:19:40-06:00 hourly 1 2000-01-01T12:00+00:00 Mon, 17 May 2021 10:22:14 -0600Vacation 1 Ruined (NE)2021-05-17T10:19:40-06:00http://MyDefenderNIghtmare.com/blog-2/files/7b338100c153de7da324c8778f2c5546-30.html#unique-entry-id-30http://MyDefenderNIghtmare.com/blog-2/files/7b338100c153de7da324c8778f2c5546-30.html#unique-entry-id-30It took a couple of months, some serous perseverance, and a considerable amount of personal time… but JLR has finally reimbursed me for the travel and hotel expenses incurred for the Omaha trip. Thank you. I hope that JLR modifies it's policy where the requirement that the vehicle be towed to a dealership NOT be the determining factor for "trip interruption".]]>Vacation 1 Ruined (NE)2021-05-10T09:59:29-06:00http://MyDefenderNIghtmare.com/blog-2/files/4a843586db1a98a5430cd54d649a4cf8-29.html#unique-entry-id-29http://MyDefenderNIghtmare.com/blog-2/files/4a843586db1a98a5430cd54d649a4cf8-29.html#unique-entry-id-29Audrey continues to touch base on a daily basis.

With JLR's help, we managed to get the windshield repaired on Thursday and the Compressor has arrived. We are holding off on installing the compressor until we figure out the future of my existing Defender. ]]>Vacation 1 Ruined (NE)2021-04-26T09:11:55-06:00http://MyDefenderNIghtmare.com/blog-2/files/f54e8360e2ca8da5e83006ce6025ef8e-28.html#unique-entry-id-28http://MyDefenderNIghtmare.com/blog-2/files/f54e8360e2ca8da5e83006ce6025ef8e-28.html#unique-entry-id-28Out of respect for the folks at JLR that are following up, I'll refrain from posting the contents of every email.

Since I heard from Rory last week, Audrey has continued to touch base with me every day. Thank you!

I received an unsolicited call on Friday from my local Service Manager (Torsten) letting me know they are making progress on locating a windshield and compressor for me. Thank you!

For the first time since the whole NE trip started going downhill, I am optimistic that things are headed in the right direction.]]>Vacation 1 Ruined (NE)2021-04-21T12:51:55-06:00http://MyDefenderNIghtmare.com/blog-2/files/91b42a5824d04e869e77b5991caa9194-27.html#unique-entry-id-27http://MyDefenderNIghtmare.com/blog-2/files/91b42a5824d04e869e77b5991caa9194-27.html#unique-entry-id-27Shortly after receiving a response from Rory, Audrey reached out:

Begin forwarded message:
From: Audrey Scolny
Subject: Land Rover North America LLC Case # 8000866427
Date: April 21, 2021 at 12:51:08 PM MDT
To: "aaron@gumbee.com"

Dear Mr. Bartlett,
Good Afternoon to you.
I hope today finds you well.
I thank you for escalating your Customer Relationship Center case to Jaguar Land Rover North America's Vice President of Customer Service, Mr. Rory Beattie. Your matter was forwarded to me for handling on his behalf.
We are so very sorry to hear of your unhappy product and Roadside Assistance experience with your 2020 Defender, yet we are glad to have this opportunity to assist you.
Your Executive Case # is 8000866427. Please allow me to escalate this to our Roadside Assistance management team to see why they denied your Trip Interruption claim.
I promise to update you as soon as I am provided with feedback for you.
I thank you so very much for your above and beyond patience through all of this.
Sincerely,
Audrey Scolny


Audrey Scolny
Executive Liaison]]>Vacation 1 Ruined (NE)2021-04-21T11:07:13-06:00http://MyDefenderNIghtmare.com/blog-2/files/9866185435a2e44ef8a76b641c0d077d-26.html#unique-entry-id-26http://MyDefenderNIghtmare.com/blog-2/files/9866185435a2e44ef8a76b641c0d077d-26.html#unique-entry-id-26Shortly after sending my last email to a few contacts, and posting to IG, I received a very promising response!

Begin forwarded message:
From: Rory Beattie
Subject: RE: CASE:[8000866427]: Reimbursement
Date: April 21, 2021 at 11:27:45 AM MDT
To: Aaron Bartlett
Cc:

Dear Aaron

Thank you for reaching out to me directly – let me offer my sincere apologies for the poor service you have had to endure, this is not what we strive to deliver but more importantly not what you deserve.

Obviously I have just received your email so I do not have a holistic view at all of what transpired, but I thought it prudent that I make immediate contact with you. I have included Audrey Scolny from my Executive Liaison Team and I know she will get your issues resolved quickly and effectively. Additionally, I will stay abreast of the status and investigate how we could have applied a significantly better service.

Please feel free to reach out to me directly at any time.

Regards

Rory

Rory Beattie
Vice President Customer Service
Jaguar Land Rover North America LLC]]>Vacation 1 Ruined (NE)2021-04-21T10:59:36-06:00http://MyDefenderNIghtmare.com/blog-2/files/dc3760d207f8a015f0394c4af9bf0367-25.html#unique-entry-id-25http://MyDefenderNIghtmare.com/blog-2/files/dc3760d207f8a015f0394c4af9bf0367-25.html#unique-entry-id-25
Begin forwarded message:
From: Aaron Bartlett
Subject: Re: CASE:[8000866427]: Reimbursement
Date: April 21, 2021 at 10:59:52 AM MDT
To:
Cc:

Lakin,

I appreciate your support in trying to get this issue resolved. I am however, approaching the end of my rope as far as patience is concerned. It feels like I am being passed around like a hot potato, no one has a holistic view of the entire history of my case, and no one is taking the initiate to follow through on my behalf. I am always calling back after the promised window of a return call has passed. It appears that Land Rover’s slogan of “Above and Beyond” does not apply to customer service.

I left you a voicemail earlier, as once again no one has called from roadside assistance. I cannot seem to reach Hermon directly. The number he gave was for the general Roadside Assistance queue and no one seemed to know who he is.

For completeness, and in order to provide context to the entire history of this and my other issues, I am tracking all of this correspondence on one of my websites: http://www.mydefendernightmare.com/blog-2/
You can read through the March and April blog posts here to see how the correspondence has gone to date.

Out of desperation to get this case closed, I am including a couple of JLR PR contacts.]]>Vacation 1 Ruined (NE)2021-04-21T10:40:14-06:00http://MyDefenderNIghtmare.com/blog-2/files/c10b455bb1a3165fa60d1b09ff4510a9-23.html#unique-entry-id-23http://MyDefenderNIghtmare.com/blog-2/files/c10b455bb1a3165fa60d1b09ff4510a9-23.html#unique-entry-id-23]]>Vacation 1 Ruined (NE)2021-04-21T10:23:34-06:00http://MyDefenderNIghtmare.com/blog-2/files/f3a958bd90eaf243cbe93ed7681ce102-24.html#unique-entry-id-24http://MyDefenderNIghtmare.com/blog-2/files/f3a958bd90eaf243cbe93ed7681ce102-24.html#unique-entry-id-24
Begin forwarded message:
From: Aaron Bartlett
Subject: Re: Request update: 38452 - Aaron Bartlett, Land Rover USA,
Date: April 21, 2021 at 10:23:49 AM MDT
To: Jaguar Land Rover

Shalyn,

Another week has gone by. Despite speaking to Lakin at Customer Relations and Hermon at Roadside assistance (#41471), I still have not received a call back from anyone regarding my outstanding reimbursement. Can you please provide an update on my case?

Thanks,
Aaron Bartlett]]>Vacation 1 Ruined (NE)2021-04-14T10:51:59-06:00http://MyDefenderNIghtmare.com/blog-2/files/6fd0bae2326c5626a04105462be92e25-22.html#unique-entry-id-22http://MyDefenderNIghtmare.com/blog-2/files/6fd0bae2326c5626a04105462be92e25-22.html#unique-entry-id-22Despite the assurance of Lemjed, I never heard back from anyone at Roadside regarding my case. I again had to call Customer Relations to follow-up, this time I called Lakin directly. After catching her up on the lack of follow through since I received her correspondence, she promptly got Hermon on the phone from Roadside. After providing some additional details, Hermon has again said that I should receive a call back regarding my reimbursement request. This time he did provide me with a case number and a direct phone number if I need to follow up.
]]>Vacation 1 Ruined (NE)2021-04-13T08:51:56-06:00http://MyDefenderNIghtmare.com/blog-2/files/a8b2b145363a902aef80c9947ac9e37b-21.html#unique-entry-id-21http://MyDefenderNIghtmare.com/blog-2/files/a8b2b145363a902aef80c9947ac9e37b-21.html#unique-entry-id-21Begin forwarded message:
From: Aaron Bartlett
Subject: Re: Request update: 38452 - Aaron Bartlett, Land Rover USA,
Date: April 13, 2021 at 8:50:57 AM MDT
To: Jaguar Land Rover

Shalyn,

I updated the case 2 weeks ago, including correspondence from Customer Service stating that I am to be reimbursed by Roadside. I have not heard back from you since before that update. I called Roadside and Customer Service yetsreday, and despite the purpose for having a trouble ticketing system, no one has visibility into the status of my ticket.

Can you please provide an update?

Thanks,
Aaron Bartlett]]>Vacation 1 Ruined (NE)2021-04-12T15:27:39-06:00http://MyDefenderNIghtmare.com/blog-2/files/89623e6b021712e3f2d180c0340ffd21-20.html#unique-entry-id-20http://MyDefenderNIghtmare.com/blog-2/files/89623e6b021712e3f2d180c0340ffd21-20.html#unique-entry-id-20I called Roadside Assistance to follow-up on my case that has been open since March 11, of which I have received no response since Mar 30. I initially spoke with Florina, who promptly informed me that she could not see my ZenDesk ticket and would transfer me to Customer service. Sasha was lucky enough to answer the phone from Customer Support, she informed me that she does not have the ability to see my ZenDesk ticket and would need to transfer me to Roadside Assistance. Feeling like a much maligned ping-pong ball, I asked Sasha to conference all three parties on the phone at the same time. Sasha was very helpful and able to get Lemjed (from Roadside Assistance) on the line. Unfortunately, he is not able to see the ZenDesk ticket and will need to send an email to Customer Advocacy, who should then get in touch with me within the next day or two.

I am at a loss. It feels like 2 disparate organizations that have absolutely no overlap, using a ticketing system that no one has access to. It a bit ironic since ticketing systems exist in order to facilitate consistent customer tracking and communication.

I will remain optimistic that I will hear back from JLR, for the next 48 hours at least.
]]>Vacation 1 Ruined (NE)2021-04-12T13:21:29-06:00http://MyDefenderNIghtmare.com/blog-2/files/b65252d28ba43d5421bbc8bf418dfb5f-19.html#unique-entry-id-19http://MyDefenderNIghtmare.com/blog-2/files/b65252d28ba43d5421bbc8bf418dfb5f-19.html#unique-entry-id-1912 days since I posted the update to Roadside Assistance… no response. Now I have had another completely new incident ruining another family vacation ((ending up in my Defender being towed to the dealer this morning). I guess I'll be spending time on the phone today.]]>Vacation 1 Ruined (NE)2021-04-01T13:18:10-06:00http://MyDefenderNIghtmare.com/blog-2/files/4e66b0bb51423de301dc6927bc5a091a-18.html#unique-entry-id-18http://MyDefenderNIghtmare.com/blog-2/files/4e66b0bb51423de301dc6927bc5a091a-18.html#unique-entry-id-18Aaron Bartlett

• 11 days ago

Shalyn,

Here is the more recent correspondence from Customer Service where I am again instructed to email support@jlrroadside.zendesk.com, just as I did to originally open this case.

Begin forwarded message:
From: <lrweb2@jaguarlandrover.com>
Subject: CASE:[8000866427]: Reimbursement
Date: April 1, 2021 at 10:42:11 AM MDT
To: <aaron@gumbee.com>
Hello Mr. Bartlett,
Happy Thursday and I hope this email finds you well,
We thank you for reaching out to the Land Rover Customer Relationship Center, I would like to inform you I have spoken with Hermon at the Road Side Assitance team and he advised that your emergency trip interruption will be covered through them. Please send all your airfare and lodging receipts to Support@jlrroadside.zendesk.com
For now, we have closed the above-referenced case. If you have any additional questions or do not receive the check within the time frame stated, please give us a call at the number below. Thank you for being a loyal customer of Land Rover.
Lakin VanWeelden
Customer Relationship Centre

Attached is the voicemail from JLR Customer Service.

• jlr0voicemail-26.mp3 800 KB

I also noticed some inaccuracies in the ticket details. The following fields should be corrected:
50 Miles from Primary Residence Yes (Omaha is 959 miles from my home)
Warranted Mechanical Breakdown Yes (the service order shows it was a warranty repair)
]]>Vacation 1 Ruined (NE)2021-04-01T10:58:16-06:00http://MyDefenderNIghtmare.com/blog-2/files/06a6563b689f7ca0049e166f175b24eb-17.html#unique-entry-id-17http://MyDefenderNIghtmare.com/blog-2/files/06a6563b689f7ca0049e166f175b24eb-17.html#unique-entry-id-17Begin forwarded message:
From: Aaron Bartlett
Subject: Re: CASE:[8000866427]: Reimbursement
Date: April 1, 2021 at 10:58:01 AM MDT
To: lrweb2@jaguarlandrover.com

Lakin,

Thank you for the voicemail and follow up email. I already have a case opened with Roadside Assistance, as this was the suggestion I received when I initially called Customer Service. They have however rejected my request, and have yet to provide any documentation as to why. It feels that I am caught in between two organizations that are passing me back and forth. I will try again and includes “Herman’s” name in my correspondence.

For reference, here is the link to my existing case: https://jlrroadside.zendesk.com/hc/en-us/requests/38452

Thanks,
Aaron]]>Vacation 1 Ruined (NE)2021-04-01T10:42:02-06:00http://MyDefenderNIghtmare.com/blog-2/files/ba2a42c5d6bdd6d10ffd676d94f95905-16.html#unique-entry-id-16http://MyDefenderNIghtmare.com/blog-2/files/ba2a42c5d6bdd6d10ffd676d94f95905-16.html#unique-entry-id-16Begin forwarded message:
From:
Subject: CASE:[8000866427]: Reimbursement
Date: April 1, 2021 at 10:42:11 AM MDT
To: Aaron

Hello Mr. Bartlett,

Happy Thursday and I hope this email finds you well,

We thank you for reaching out to the Land Rover Customer Relationship Center, I would like to inform you I have spoken with Hermon at the Road Side Assitance team and he advised that your emergency trip interruption will be covered through them. Please send all your airfare and lodging receipts to Support@jlrroadside.zendesk.com

For now, we have closed the above-referenced case. If you have any additional questions or do not receive the check within the time frame stated, please give us a call at the number below. Thank you for being a loyal customer of Land Rover.


Lakin VanWeelden
Customer Relationship Centre


Make sure to read through the March thread (using the navigation to the right)]]>Vacation 1 Ruined (NE)2021-03-30T16:32:36-06:00http://MyDefenderNIghtmare.com/blog-2/files/1aa7f2a00bd4f4f38127bbcbb0ed0b72-15.html#unique-entry-id-15http://MyDefenderNIghtmare.com/blog-2/files/1aa7f2a00bd4f4f38127bbcbb0ed0b72-15.html#unique-entry-id-15Begin forwarded message:
From: Aaron Bartlett
Subject: Re: Request update: 38452 - Aaron Bartlett, Land Rover USA,
Date: March 30, 2021 at 4:32:58 PM MDT
To: Jaguar Land Rover

Shalyn,

Thank you for your response.

I *have* already been in contact, and have an open case with Customer Resource Center. I will continue to work with them on this issue. In addition, since you are the one that has denied my claim, I am requesting that you provide me with documented material to support the request denial. This is a simple ask, and I believe I am entitled to know exactly what the "policies and procedures” are for the basis of the denial.

If I am not aware of the policies and procedures:
1) How can I be held accountable to them?
2) How do I ensure that any future request abide by them?

Thank you for your continued support in trying to resolve this critical customer issue,
Aaron]]>Vacation 1 Ruined (NE)2021-03-30T16:15:36-06:00http://MyDefenderNIghtmare.com/blog-2/files/a921f27dd0982c41aa8e663d60154940-14.html#unique-entry-id-14http://MyDefenderNIghtmare.com/blog-2/files/a921f27dd0982c41aa8e663d60154940-14.html#unique-entry-id-14
Shalyn Small (Jaguar Land Rover)
Mar 30, 2021, 6:15 PM EDT
Hello Mr./Ms. Bartlett,




We advise that if you have further reimbursement questions or requests for the JLR policy and procedures document that you contact Land Rover - Customer Resource Center at 800-346-3493.





Kind Regards,
Shalyn
]]>Vacation 1 Ruined (NE)2021-03-30T15:21:58-06:00http://MyDefenderNIghtmare.com/blog-2/files/551134df2ced82aad0ebcc8b1bb8ab31-11.html#unique-entry-id-11http://MyDefenderNIghtmare.com/blog-2/files/551134df2ced82aad0ebcc8b1bb8ab31-11.html#unique-entry-id-11Begin forwarded message:
From: Aaron
Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 30, 2021 at 3:21:34 PM MDT
To: Jaguar Land Rover

Shalyn,

Can you please send me a copy of the JLR policy and procedures documents?

Thank you,
Aaron]]>Vacation 1 Ruined (NE)2021-03-30T14:29:44-06:00http://MyDefenderNIghtmare.com/blog-2/files/d9e620373126fc59b526624fdb45a9b2-10.html#unique-entry-id-10http://MyDefenderNIghtmare.com/blog-2/files/d9e620373126fc59b526624fdb45a9b2-10.html#unique-entry-id-10Shalyn Small (Jaguar Land Rover)
Mar 30, 2021, 4:29 PM EDT
Hello Mr./Ms. Bartlett,  





Thank you for your correspondence. We apologize for the inconvenience. We are following the JLR policy and procedures for reimbursement. Our records indicate that a request for roadside assistance was not made nor received. We are not responsible for what the dealership personnel tells the customer. We advise that if you have further reimbursement questions, you make contact Land Rover - Customer Resource Center at 800-346-3493. 





Best Regards, 
Shalyn
]]>Vacation 1 Ruined (NE)2021-03-26T12:18:27-06:00http://MyDefenderNIghtmare.com/blog-2/files/4418f8e47f3fe17cc7996b601144a068-13.html#unique-entry-id-13http://MyDefenderNIghtmare.com/blog-2/files/4418f8e47f3fe17cc7996b601144a068-13.html#unique-entry-id-13Begin forwarded message:
From: Aaron Bartlett
Subject: Re: CASE:[8000866427]: Reimbursement
Date: March 26, 2021 at 12:17:18 PM MDT
To: lrweb2@jaguarlandrover.com

Sarah,

Thank you for opening this case.  Attached is the thread where I opened a case with RoadSide Assistance (https://jlrroadside.zendesk.com/hc/en-us/requests/38452)  as guided by Ashley at JLR Customer Service on Mar 11.  If you have any problems opening the attachment, please let me know.

Attachment: re/Request Update (from zen desk conversation with roadside assistance)

Please note that while Roadside Assistance has denied my claim “as it does not fall under JLR Policy and Procedures”, I followed the guidance given to me by the local dealership providing the service to my car, and then the guidance given to me by JLR Customer Service.  You can even see on the service order where the dealership provided the number for Customer Service.

I am not seeking to gouge JLR.  In fact, in my reimbursement request I specifically did not include meals, taxis, loss of wages/time, etc.  I am hopeful we can remedy the situation before I feel compelled to include the additional costs.

I will add to the above incident, I have logged many of the initial challenges I have had with my defender on one of my websites.  While this site was originally intended to be used by my own local dealership so that we could easily track the issues, it doubles here to demonstrate the continuing challenges.  http://MyDefenderNightmare.com

One final  issue… My original vehicle order included the Adventure Pack which includes the On-Board Compressor (see attached order).  It has been 4 months since I received my vehicle and the dealer *still* can’t give me a date when the compressor will arrive. 


Attachment: Defender Order and Equipment List.pdf


As a long time owner of an LR3 with 150k+ miles, I was extremely excited when my new Defender arrived.  However, the reliability of the vehicle, unknown status of parts I have already paid for, and now the lack compassion  for what my family went through and how this impacted our vacation, is pushing me to the limit.  I really do hope that JLR cares enough about it’s loyal customers that are willing to be early adopters, that they simply do “the right thing”.

Thank you for your assistance in trying to resolve this issue.

Sincerely,

Aaron Bartlett
]]>Vacation 1 Ruined (NE)2021-03-26T11:43:54-06:00http://MyDefenderNIghtmare.com/blog-2/files/6e888d29bb05a1a83daeaf430ce25d27-12.html#unique-entry-id-12http://MyDefenderNIghtmare.com/blog-2/files/6e888d29bb05a1a83daeaf430ce25d27-12.html#unique-entry-id-12Begin forwarded message:
From:
Subject: CASE:[8000866427]: Reimbursement
Date: March 26, 2021 at 11:38:33 AM MDT
To:

Hello Mr. Bartlett,

This is Sarah with Land Rover North America reaching out to advise that I will be your new case manager for the above-referenced case. Once I review the available information, I will be following up with you to provide a status update. In the meantime, if you have any specific questions or concerns that I can address, feel free to reply to this email, and I will be in contact at my earliest convenience. I appreciate your patience while we work towards a resolution.

NOTE: Please do not adjust, delete, or modify the "Subject" portion of this email, as it would adversely affect our ability to follow up on your case.

Sarah W.
Customer Relationship Center]]>Vacation 1 Ruined (NE)2021-03-25T17:11:21-06:00http://MyDefenderNIghtmare.com/blog-2/files/8c6d8194b67d5a027a52be92b61cf16d-9.html#unique-entry-id-9http://MyDefenderNIghtmare.com/blog-2/files/8c6d8194b67d5a027a52be92b61cf16d-9.html#unique-entry-id-9Begin forwarded message:
From: Aaron Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 25, 2021 at 5:11:24 PM MDT
To: Jaguar Land Rover

Shalyn,

Thank you for your response.

According to JLR’s website, I clearly see that "Trip-Interruption Expense Benefits: reasonable reimbursement of out-of-pocket expenses if a warranty-related disablement occurs more than 50 miles from home.” Nowhere on the page do I see any requirements. https://www.landroverusa.com/ownership/vehicle-warranty.html

I was instructed by my dealer to contact Customer Service, who then instructed me to contact RoadSide Assistance via email. I followed the instructions provided to me for seeking travel reimbursement. If any policy was broken is was due to the lack of guidance provided by both the local dealership that was in contact with JLR during the repair and by JLR Customer Service.

I respectfully request that you reconsider honoring the claimed benefits of purchasing my Land Rover. Please remember, these expenses (and more) were incurred solely because my new Land Rover Defender broke down.

Thank you,
Aaron]]>Vacation 1 Ruined (NE)2021-03-25T16:29:29-06:00http://MyDefenderNIghtmare.com/blog-2/files/af80ec6c35168d705e2be7aa613ca9a5-8.html#unique-entry-id-8http://MyDefenderNIghtmare.com/blog-2/files/af80ec6c35168d705e2be7aa613ca9a5-8.html#unique-entry-id-8Shalyn Small (Jaguar Land Rover)
Mar 25, 2021, 6:29 PM EDT
Hello Mr./Ms. Bartlett, 




Thank you for your prompt correspondence. Your reimbursement request has been respectfully denied, as it does not fall under JLR Policy and Procedures. Our records indicate that a request for roadside assistance was not made nor received. We advise that you reach out to the Land Rover - Customer Resource Center at 800-346-3493 regarding possible reimbursement. 





Best Regards, 
Shalyn
]]>Vacation 1 Ruined (NE)2021-03-24T10:00:58-06:00http://MyDefenderNIghtmare.com/blog-2/files/3f664593c09a5fea19935c2492cfdebb-6.html#unique-entry-id-6http://MyDefenderNIghtmare.com/blog-2/files/3f664593c09a5fea19935c2492cfdebb-6.html#unique-entry-id-6Begin forwarded message:
From: Aaron
Subject: Re: Request update: 38452 - Aaron, Land Rover USA,
Date: March 24, 2021 at 9:38:39 AM MDT
To: Jaguar Land Rover

Shalyn,

Thank you for responding.  We have finally received our Defender, and have spent the last several days driving back home from Omaha.  You will find the requested documents for our flights and hotel attached.

Aaron
Address
Cell Number

The Vehicle mileage when we dropped of the vehicle was 8867.


Attchments:

• Defender-Service-RO.pdf 1 MB
• Defender-Service-Flight.pdf 50 KB
• Defender-Service-Hotel.pdf 70 KB
• Defender-Service-Hotel-2.pdf 70 KB

]]>Vacation 1 Ruined (NE)2021-03-19T00:55:53-06:00http://MyDefenderNIghtmare.com/blog-2/files/183cbd03c690b597773fe10ac7543033-5.html#unique-entry-id-5http://MyDefenderNIghtmare.com/blog-2/files/183cbd03c690b597773fe10ac7543033-5.html#unique-entry-id-5
Shalyn Small (Jaguar Land Rover)
Mar 19, 2021, 12:55 AM EDT
Hello Mr./Ms. Bartlett,



We send our sympathies for your recent roadside experience. We received your reimbursement request. Please provide the following information so we may review:

• Please send itemized copies of your receipts on company letterhead.

• A copy of the Repair Order or receipt from the certified Jaguar Land Rover dealership.

• Current vehicle mileage.

• Your full name, mailing address to send payment, and phone number.

Kind regards,
Shalyn
Customer Service Advocate
]]>Vacation 1 Ruined (NE)2021-03-18T10:03:10-06:00http://MyDefenderNIghtmare.com/blog-2/files/7db30caa5fefbd1d19dd366a491de072-7.html#unique-entry-id-7http://MyDefenderNIghtmare.com/blog-2/files/7db30caa5fefbd1d19dd366a491de072-7.html#unique-entry-id-7Over the past week, the Dealership has been in constant contact updating me on the situation. JLR had to send the dealership a data logger to troubleshoot the issue. In the end, a patch was made to the Defender. I sure hope they committed the patch to the Master Branch, ;). We made our way home without any further incident.]]>Vacation 1 Ruined (NE)2021-03-12T09:53:32-07:00http://MyDefenderNIghtmare.com/blog-2/files/faeeb03af63576cd9c4be64c2491d49d-4.html#unique-entry-id-4http://MyDefenderNIghtmare.com/blog-2/files/faeeb03af63576cd9c4be64c2491d49d-4.html#unique-entry-id-4Begin forwarded message:
From: Aaron
Subject: 2020 Defender Warranty Repair - Out of State
Date: March 11, 2021 at 1:47:33 PM MST
To: support@jlrroadside.zendesk.com

Beginning Mar 4, shortly after having some warranty work completed at my local LR dealership, my Defender started to periodically stall while driving. On a vacation trip that included us driving the Defender to Omaha to pick up a new RV, the stalling occurred several times. Before attempting the drive home with a 3 ton trailer in tow, we asked the Omaha LR Dealership to take a look.

The Defender remained at the dealership for 3 days, before we had to return home due to inbound storm conditions and the need to return to work. Since LR was no closer to understanding the nature of the problem, we booked flights home with the expectation that we would return a week later to pick up our Defender.

During this time, we have incurred expenses related to hotel stays, airline flights, and unexpected meals. What is the process to open a case for “trip interruption”?

NE Dealship where the vehicle is located: Land Rover Omaha
VIN: XXXXXXXXX
R/O Number: YYYYYYYY
TA Case #ZZZZZZZZ

Thanks you in advance for your help,
Aaron]]>Vacation 1 Ruined (NE)2021-03-11T10:25:11-07:00http://MyDefenderNIghtmare.com/blog-2/files/8362a14a0b2994629cadbc1c2e2da5a8-3.html#unique-entry-id-3http://MyDefenderNIghtmare.com/blog-2/files/8362a14a0b2994629cadbc1c2e2da5a8-3.html#unique-entry-id-3Vacation 1 Ruined (NE)2021-03-10T09:43:33-07:00http://MyDefenderNIghtmare.com/blog-2/files/5962a32824c6d93e5de1402aca324db0-2.html#unique-entry-id-2http://MyDefenderNIghtmare.com/blog-2/files/5962a32824c6d93e5de1402aca324db0-2.html#unique-entry-id-2Vacation 1 Ruined (NE)2021-03-08T11:50:35-07:00http://MyDefenderNIghtmare.com/blog-2/files/06f64cd372d844a29a6434bd5e9366d7-1.html#unique-entry-id-1http://MyDefenderNIghtmare.com/blog-2/files/06f64cd372d844a29a6434bd5e9366d7-1.html#unique-entry-id-1Vacation 1 Ruined (NE)2021-03-04T09:34:17-07:00http://MyDefenderNIghtmare.com/blog-2/files/f2d8c2fd52ca5b106b40b15ccf5436ba-0.html#unique-entry-id-0http://MyDefenderNIghtmare.com/blog-2/files/f2d8c2fd52ca5b106b40b15ccf5436ba-0.html#unique-entry-id-0