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Dealer has bricked my car during software update

6K views 16 replies 5 participants last post by  Chippy 
#1 ·
Brand new to the Forum, and not too technical I'm afraid. I've read through the Software Upgrade 17c thread, some of which I can follow, a lot of which I can't!, but elements sound painfully familiar

Bought my 2017 HSE Luxury 2 months ago. In car system very slow and had a few questions about it so back into dealer who suggested a software upgrade. Went in 2 weeks ago for that (no idea which one) and after 24 hours they admitted that the car had 'died' or as I now understand the term, they had bricked it.

As of today the dealer admits they haven't got the first idea of how to solve it, and have bounced it back to JLR, who have also said that they don't know how to fix it........ yet. Obviously concerning and support from dealer has been non existent. I've heard horror stories of people losing their cars for weeks on end, and returning with ongoing problems that hadn't existed before.

I've been given an Evoque, which is all well and good, but I've a couple of questions

a) What is a reasonable amount of time to allow for the thing to be fixed?
b) If fixed, what are the likelihood of other problems arising?
c) If not fixed after (say) 6 weeks is it reasonable to reject the car, and what would the likely response be?

Any advice welcome. Thanks.
 
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#2 ·
Without understanding too much about the technicalities I would, in view of what you have described, be very tempted to reject the car especially since it's apparently never functioned as it should and the dealer has no idea what to do.
 
#3 ·
As above. You have 6 months to do so...
 
#4 ·
It will be fixed by a web ex session between the dealer and JLR techs. This info is supplied to dealers in their "read me notes" , how to get help.

A few on fpace Uk and on fpace USA and Evoque forum have been bricked too.
In a couple of cases it's a head unit change and V4 is loaded.
Don't panick it will get sorted.

The others just took a few days as the web ex technician is a bit busy as you can imagine.

He shouldn't be applying 17c anyway ( which is phase 3) he should be applying phase 4

https://www.fpaceforums.co.uk/viewtopic.php?f=11&t=4002&start=40#p54466

And another

https://www.fpaceforums.co.uk/viewtopic.php?f=11&t=4002&start=40#p54413

And another which took 4 days
http://www.realadsb.com/img/40.JPG

Seems to be random and main cause is dealer error . :roll:
 
#6 ·
Barnsh said:
It will be fixed by a web ex session between the dealer and JLR techs.

A few on fpace Uk and on fpace USA and Evoque forum have been bricked too.
In a couple of cases it's a head unit change and V4 is loaded.
Don't panick it will get sorted.

The others just took a few days as the web ex technician is a bit busy as you can imagine.

He shouldn't be applying 17c anyway ( which is phase 3) he should be applying phase 4

https://www.fpaceforums.co.uk/viewtopic.php?f=11&t=4002&start=40#p54466

And another

https://www.fpaceforums.co.uk/viewtopic.php?f=11&t=4002&start=40#p54413

Seems to be random and main cause is dealer error . :roll:
Dealer has told me at the same time that this is common, but is unique to my vehicle! I really have little confidence in them, but at least it should be fixable. Thanks
 
#7 ·
TrickyTaylors said:
Chippy said:
Without understanding too much about the technicalities I would, in view of what you have described, be very tempted to reject the car especially since it's apparently never functioned as it should and the dealer has no idea what to do.
Thanks. There is a backstop
I doubt you can reject as the dealer is permitted one attempt to fix after 30 days of ownership. , which he is in the process of doing.
Once he gets his act together and books a JLR tech by web x it will get fixed.

The problem with the update , is it fails if the system has any faults on it, the dealer is supposed to run checks BEFORE the update is applied. If the update hits an error there is no roll back it's stuffed. So the get help. By connecting by Rx cable directly .
 
#9 ·
Barnsh said:
Link to dealer notes for phase 4 is here, in case he puts phase 4 on now phase 4 is also called 18b.

https://www.discosportforums.co.uk/viewtopic.php?f=18&t=8984&p=93061#p93061
JLR advice has been to replace Infotainment module, check car for any faults and then run update again. Won't be happening until Tuesday at the earliest. Good job cos Service Manager had no idea what version of upgrade will be going on but will let me know Monday
 
#11 ·
Tell your dealer to "RTFM " before he starts again 👍😂

Best of luck
 
#12 ·
The good news is that I pick up my car this morning (Weds).

The fault was apparently traced to my Infotainment module which has been replaced, and the most current software has been loaded. This is NOT phase 4, 18b which the Service Manager tells me has been now withdrawn by JLR because it is simply not working. There is no time set for re release
 
#14 ·
TrickyTaylors said:
The good news is that I pick up my car this morning (Weds).

The fault was apparently traced to my Infotainment module which has been replaced, and the most current software has been loaded. This is NOT phase 4, 18b which the Service Manager tells me has been now withdrawn by JLR because it is simply not working. There is no time set for re release
Update is not on hold other vehicles veing updated today. No hold mentioned on topix either.
Think you might have been spun a yarn by your dealer.
This on hold for software , happened previously but topix was updated this time it is not updated ...yet.
 
#16 ·
Barnsh said:
TrickyTaylors said:
The good news is that I pick up my car this morning (Weds).

The fault was apparently traced to my Infotainment module which has been replaced, and the most current software has been loaded. This is NOT phase 4, 18b which the Service Manager tells me has been now withdrawn by JLR because it is simply not working. There is no time set for re release
Update is not on hold other vehicles veing updated today. No hold mentioned on topix either.
Think you might have been spun a yarn by your dealer.
This on hold for software , happened previously but topix was updated this time it is not updated ...yet.
You are absolutely right, my software is version 18b. My issues with JLR and it's dealer are now with a "Solutions Executive"!!!!!
 
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