weeks ago i had the driver side door locking actuator fail in-conjunction with a loose wiring harness.

wiring harness was fixed and door actuator ordered.

took the defender in to have the door locking actuator replaced and the second key coded.

a week later, they still have not been able to fix the issue and are waiting support from the oem service department.

anyone have experience with a dealer not being able to solve the issue and request this additional oem support?

wondering if the defender will be there for weeks waiting in the queue.

it was supposed to go in next week for xpel ppf… but now i wonder if i pick it up, and oem support contacts the dealer, and the car isnt there, if it will get bumped down the queue till i bring it in again.

i could be using the wrong terminology but the service agent said the techs needed additional help from oem service support.

thanks for any thoughts!

 

Something to think about....Would much rather have a tech/service manager ask for an answer from the factory than having them tear into it, throw unnecessary parts at it and hope for a fix...

 

completely agree!! would much rather have it done correctly.

mainly curious if anyone else had also had to wait for oem/factory support, and if so, if they knew how long it took for factory support to address the issue with the dealer technician.... 1 week, 2 weeks, etc.

unfortunately, the service department has lost several service representatives this week and they have not been able to offer any information on how long the wait could be from the factory.

 

This is common. And normal for JLR dealers. In fact it's good that they escalate it.

I've seen on my receipts a few times something like "Had to get case # from JLR in UK via Pathfinder" (which I think is their computer)."

Then there's a bunch of notes about how they disagnosed it remotely and told date dealer what to do based on this help from the techs in the UK. This is super normal. Usually for software issues !