How do I reject my serially faulty Jaguar?

A reader tells us his F-Pace has suffered a catalogue of faults since he bought it four months ago, and he wants to know how to reject it...

Jaguar F-Pace

I bought a Jaguar F-Pace 3.0-litre diesel four months ago on a four-year PCP finance plan. It has been back to the dealer seven times for various problems, including a faulty exhaust valve, the sunroof not shutting properly and the main screen for the media system going blank. 

A software update was applied to rectify the last issue, but the media system has been temperamental since then and sometimes crashes for a few minutes.

Jaguar F-Pace

On another occasion, the car wouldn’t start while it was parked at my workplace and had to have another software update to fix it. 

I rely on my car on a daily basis for work and personal use, and I’ve now lost three days’ work due to breakdowns, resulting in a loss of wages and a warning from my boss. 

I need something that won’t continually let me down, so I told my Jaguar dealer I want to reject the car because it isn’t fit for purpose. The dealer didn’t give me any information about how to do this, so I contacted the finance company. It did an investigation and told me I didn’t have the right to reject the car.

I feel like I’m being fobbed off by the dealer and the finance company, so I’d appreciate your advice on how to reject the car. I’m concerned that this might be more difficult once I’ve owned the car for six months. 

Marcus Lister

What Car? says…

In order to reject a new or used car, it needs to meet one or more of the following criteria from the Consumer Rights Act 2015: not be of satisfactory quality, not be fit for purpose or not be as described. It sounds like it satisfies the first two criteria due to the high volume of faults your car has suffered and the time that it has taken to get them rectified.

We’d recommend that you notify the finance company, the dealership and Jaguar’s customer service department in writing that you’re rejecting the car, stating the reasons why. Then, if the car is drivable, take it back to the dealer and leave it there, handing over the keys.

In a rejection case, after the first 30 days of ownership, the car company can charge a reasonable amount for your use of the car. This will be deducted from the total amount to be refunded, so you won’t get a full refund. The law doesn’t include any provision for the cost of alternative transport for you while your rejection is going through. 

Hopefully, taking this action will result in your rejection of the car being taken seriously. However, the company might not accept the rejection, especially if the car isn’t currently faulty. In this case, you might need to take out a claim in the county court to get your refund. 

We’d also recommend you make a complaint to The Motor Ombudsman, detailing the case and that the car company isn’t respecting your right to reject the car; it should do, in accordance with the code of conduct to which it’s signed up regarding customer service.

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