Jaguar XJ 'melts down' after software update

Owner's nightmare after 'simple' sat-nav upgrade causes host of glitches on luxury car

Just like your smartphone or laptop, the software on modern cars needs to be kept up-to-date to make sure the model is performing at its best. Some tech is regularly dealt with at service intervals, while other systems, such as sat-nav, require the driver to upload new data.

That’s what Jim Clegg, from Ringwood, Hampshire, was attempting on his Jaguar XJ before it all went wrong. Jim had bought the Portfolio model in November 2013, and earlier this year he decided he wanted the latest maps installed. He purchased a USB stick from HERE – Jaguar’s mapping supplier – and after having trouble uploading the data himself, was advised to take the car to his local dealer, Westover Jaguar, Poole, for help. Unfortunately, the dealer couldn’t get the upgrade to work, either.

Jim said: “The technician tried to update the software, but the unit failed to respond. It crashed, leaving a blank screen.” It also left Jim unable to lock his XJ without the alarm going off, while many electronic functions wouldn’t work due to the broken screen.

The dealer contacted the technicians at Jaguar’s headquarters, who tried to restore the software in the screen but ultimately were unable to rectify the fault. Jim said: “Apparently the vehicle was one of the first made, and the restore system available to Jaguar at this time is not compatible with the system used back then.”

Jim was told a new screen was needed, at a cost of £2,085. Jaguar initially offered to fund half, but Auto Express, Carbuyer’s sister magazine, didn’t think this was enough. Jim explained: “To add to the bill, the new system still required the map update that started it all off, so no £176 refund would be possible from HERE. Having paid half, a free service next year at the very least would be nice under the circumstances.”

After Auto Express spoke to Jaguar, though, it agreed to foot the whole bill for the screen replacements. A spokesman said: “Jaguar Land Rover is committed to delivering excellent customer service. Unfortunately, there was an issue with the sat-nav update. We regret any inconvenience caused and will refund Mr Clegg as a gesture of goodwill.”

Jim’s response? “Result! Many thanks again for your help.”

Recommended

Top 3 used executive sports saloons for £15,000
Jaguar XJ saloon
26 Jun 2020

Top 3 used executive sports saloons for £15,000

New electric Jaguar XJ cancelled
Jaguar XJ prototype
Jaguar
15 Feb 2021

New electric Jaguar XJ cancelled

Jaguar Land Rover announces new electric future
Jaguar I-Pace
News
15 Feb 2021

Jaguar Land Rover announces new electric future

New Jaguar F-Pace SVR faster than before
Jaguar F-Pace
3 Dec 2020

New Jaguar F-Pace SVR faster than before

Most Popular

Best new car deals 2021
i20
Deals
9 Apr 2021

Best new car deals 2021

New Toyota GR86 unveiled
2021 Toyota GR86 - front 3/4 view
Toyota
6 Apr 2021

New Toyota GR86 unveiled

UK road tax rules for 2021 explained
2021 Road Tax explained
Tips and advice
8 Apr 2021

UK road tax rules for 2021 explained

Tips & advice

View All
Car dashboard warning lights: the complete guide
Tips and advice
28 Dec 2020

Car dashboard warning lights: the complete guide

Electric car charging stations: a complete guide
Tips and advice
10 Nov 2020

Electric car charging stations: a complete guide

PCP vs HP – what's the difference?
Tips and Advice
23 Mar 2020

PCP vs HP – what's the difference?

Average speed cameras: how do they work?
Average speed cameras: how do they work?
Tips and advice
24 Feb 2021

Average speed cameras: how do they work?

Best cars

View All
Best car interiors
Best cars
10 Mar 2020

Best car interiors

Best electric cars
Best cars
24 Dec 2020

Best electric cars

Best cheap-to-run cars
Toyota Prius front 3/4 cornering
Best cars
1 Feb 2021

Best cheap-to-run cars

The UK's top 10 fastest hot hatchbacks
Hot hatches
9 Apr 2020

The UK's top 10 fastest hot hatchbacks