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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.
