2002 Jaguar X-Type Transmission summary
< Issues caused by Phoenix Remanufactured Transmissions >
� I called PRT in mid December to price a transmission. I spoke with Scott and he gave me a good price and told me that they could supply in two weeks. I called back a couple weeks later to place the order on 1-3-07 because my warranty claim from Jag was denied. I spoke with Dwayne due to Scott was no longer working there. Dwayne also told me two weeks for this transmission to be built.
� Three weeks later I called Dwayne to check on the delivery of the transmission. When I called it was extremely hard to get in touch with anyone. There were numerous messages I left with no return calls. When I did get a hold of Dwayne, he was noticeably annoyed to deal with my questions. He asked for my invoice number and told me he would call me right back. When I didn’t hear from him, I called back and had to leave my invoice number again. When I finally spoke with him, he told me at least another week because they were swamped with work. A total of five weeks went by and I still did not have a transmission. I called again and it seemed that when I finally got a hold of Dwayne again, that I felt they forgot to build my transmission.
� The transmission was finally delivered to the transmission shop in Ma. On 2-6-07. Calendar day’s equal 5 ½ weeks. I don’t see any part of this as acceptable. The transmission shop in Ma.installed the unit right away to find out upon completion, that the reverse gear did not work. This took a total of $1,200.00 for this r&r. I immediately called PRT and was handed over to Gabriel as Dwayne told me that he was out of it at this point and I would have to deal with another branch of the company at PRT. Gabriel was also difficult to get in touch with. When I finally did, he was quick to blame the install shop that they must have removed the wrong bolt and disconnected the reverse belt.
� The transmission went back to PRT right away and Gabriel promised me a one day turn around and that he would take pictures to prove that it was the installation shops fault. The transmission took 2 ½ more weeks. When I asked Gabriel for the pictures, he told me that he never told me that he would take them. I couldn’t believe he was telling me this. At that point, I had called and asked to speak to the owner though I was given one of the managers, John Decker. He took my information and promised that he would find out where the transmission is at and get it right out to me. They gave me the excuse that it was in the test cell to make certain that I would have no issues with this one. I had requested from John a tear down report of the 1st failed transmission from PRT. He told me that they did not have one but he knew the cause was a “hung valve” which was not the fault of the installation shop, but was indeed PRT’s issue. I told him that I will be expecting full labor compensation.
� The transmission had finally made it back out to Ma. To the installation shop and they installed right away. I received a call from the transmission shop installing the unit on 3-21-07, just a day and a half after receiving it from PRT. They informed me that it now has another issue. It is now making a loud winning noise and when the noise stops, the transmission completely stops working. I immediately called PRT very upset to inform them. I called and left messages with the receptionist at least 25 times in a 5 hour span with absolutely no return call. I finally called again 10 minutes prior to them closing and expressed my disbelief that the management team was going to completely disregard my concerns. John had finally picked up the phone and was clearly aggravated to do so. I expressed my extreme displeasure and wanted them to send someone from their shop out right away. He told me that he would call the installation shop first thing in the morning to get this resolved. I again told him that his company will have to pay for another r&r and rental car fee’s due to there inefficiency to delivering a working product. He said he would call me in the morning.
� He did not call the shop until 11:00 am on 3-22 and tell them that they will need to remove the transmission again and send it back to them. This has now been going on for four month’s.
� I sent John an e-mail that morning expressing what I feel the options are. 1. Reimburse all my money including all the additional labor, now totaling $2,400.00 and rental car fees for three month’s. Also, the oil is very expensive and must be drained each time for the r&r. I felt that one month would be a fair estimate to build a transmission, which was promised in two weeks, and installation time. 2. Fly someone out to fix this issue and pay the additional labor / rental car / oil used. 3. Purchase me a new transmission from Jaguar and pay the additional labor / rental car / oil replacement.
� John had called me and offered me his options. 1. PRT repairs the transmission again and I pay all fee’s incurred due to their faulty transmission. 2. I purchase their “premium” warranty package and they will prorate and pay for $35.00 per hour. 3. They reimburse my invoice money only and I will be responsible for all additional charges including shipping these broken transmissions back and forth.
� I did not, and can not see the logic behind this. I see these as ridiculous and unacceptable offers. John told me that I signed a contract that states that they are not liable for labor under any circumstance of the transmission failure. I told him that I fully understand that once I actually take delivery of his product, which I have not, that I would then be liable for labor charges. I told him that first, for your warranty program to start, I feel that I would actually have to get in the car and be able to drive it out of the transmission shops parking lot! In order to purchase a transmission from them, you are required to sign their form which is their invoice. Also, when the first failed transmission had to back to them for repair, they made me sign another “repair” form or they would not repair their own faulty work. I had no choice but to sign these forms in order to get work performed. I also told them that I don’t care what I signed, they need to support their product and how can they think that this labor and additional charges are not their responsibility?
� John Decker then informed me on 3-26-07 that they will not build another transmission for me. They will send my core back, and I must send their core back prior to them crediting my credit card. They will credit my credit card only the invoice amount of $2,955.00 and that I will be liable for all the additional labor charges, materials and shipping. I responded that I was very disappointed in their business desition.
� It is now 4-11-07 and I have not received my core back. I called John on 4-6 and he told me he forgot to send it and would do so right away and would follow up by sending me a tracking number by e-mail. I received no tracking number and have since called twice with no return call and e-mailed twice with no return e-mail. I also received a response from the BBB from PRT explaining that if they don’t get their core back in 7 days, they will forfeit returning my invoice money and leave the money as a in store credit! I made a deal with John Decker that he was going to send my core back and I was going to use the same pallet to send their core back. John agreed to this with the understanding that I did not have a way to ship his back until I get the pallet from PRT.
� I called again on 4-11 and finally got a tracking number from the receptionist with no apologies for not returning calls or e-mails from John or the owner.
� 4-17-07 � Finally received my core, (cod), to find out that in fact it is NOT my core that I had sent them. Not only do the s/n’s not match, but the case is cracked and the wire harness is cut. I sent John an e-mail and calling now at 11:04 to express my extreme displeasure and that I want to keep their transmission as my core and send back to them the damaged core they thought was mine. I was on hold for 17 minutes waiting for John to hear that Gabriel told the receptionist that I was told it was not going to be my original core. They never mentioned that.in fact, I asked John Decker if I could just keep his and they keep mine. I was told no because of paperwork and that the numbers had to match. Total contradiction. The receptionist could not find John after waiting so long and asked if I would like to speak with Gabriel and he was available. Again, he did not pick up and I had to leave a message. Furthermore, PRT sent me back a core that is not returnable for a core deposit when my original core would be accepted as a core deposit return. Core deposit cost = $1,000.00.
� I called again at 11:30 to ask for the owner and was given voice mail again. 12:45 pm and no return call from any of them.
� I was informed by the receptionist that per Gabriel, they had already fixed my original core and sold it to another customer.
� 4-18-07 - On going saga. PRT not only sent me a damaged core, they also sent me a core that the numbers don’t match.in order for the new company that I purchased the “working” transmission to reimburse my core deposit, I need a transmission with the code of PL021 which was on my original core sent to PRT. They sent back a core that does not match this number which is useless to me for me to be reimbursed from the new transmission shop my $1,000.00 core deposit fee.
� I spoke with the new vendor that I bought the replacement transmission from and they will allow me to return a core to them without matching numbers as long as all the pieces are there and there is no damage to the case or wire harness. I sent John an e-mail and told the receptionist this and they told me they do not have any other core transmissions to give me.
� 4-20-07 � I’ve left messages with John Decker, Frank, (owner) and Gabriel. No one at PRT has returned my phone calls or e-mails all week to deal with this additional issue. I left a message with Gabriel to call me on my cell phone on 4-18 that I would be out of the office and he proceeded to call my office phone anyway.
� 4-20-07 - I have NO transmission to return to the new company to receive credit for my core deposit. I was also told by Gabriel who spoke with John Decker that they must get there transmission returned or I will not be refunded my invoice money. They currently do not have a transmission core they can send me and Gabriel told me that they would send another one that is in “core returnable condition” once they get one. I told him that I would like that in writing by John via e-mail. It is now 4-24-07 and John has not sent an e-mail and has not responded to any of my e-mails or phone calls. 4-24-07, I’ve called 7 days in a row, some days twice and left messages to please call me to discuss the core issue. I have still not received a call back. He has my cell, work and home phone number.
� 4-25-07 � 8 days, Still no return call from John Decker at PRT, nor the owner. I have tried contacting them twice a day and I’m told by the receptionist that they are not available when I know that the receptionist was just speaking with him. I also sent in a complaint to their web site using there complaint form and asked them to contact me right away to get the core return and invoice issue resolved. I asked the receptionist what I need to do to get them to return phone calls and to please ask John if I need to fly out there to see him face to face. No response.
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