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We are frequently asked for fault code reads or to ‘just plug the computer in so I know what’s wrong’ or ‘how much for a fault code read’. Yes we can retrieve fault codes for a standard charge but unless you understand what the code means then it is of very little use. What someone may be asking for and what is actually required to get to the source of the problem can be very different. We will discuss the issues with you and between us we will work together to meet expectations.

Other comments which can be associated with fixes after diagnostics are ‘that didn’t take you long’ or ‘is that all it was’. The journey to get to that particular repair is not always as obvious as first thought. Many thousands of pounds are invested in equipment to enable us to trace the fault and endless hours of research, studying and data collection have taken place for us to gain the experience to diagnose the problem correctly. Equipment that may be used during the diagnostic process are Jaguar SDD, Autologic, oscilloscope, smoke machine amongst others. We also invest heavily in training.

We begin a diagnostic assessment with a calm and methodical approach. We deal with a lot of cars that have had previous attempts at fixing problems and sometimes the symptoms may be dealt with by haphazard adjustments or having random parts fitted but as no logic or method has been applied then no one is any the wiser as to how the problem has been ‘cured’. This can often work out to be a more expensive way of attempting to sort a problem as parts may have been fitted that weren’t required, time is wasted and budgets spent! We frequently see Jaguars that have been to multiple garages which are perceived to be cheaper and have a lower labour rate but unfortunately the faults have not been rectified and so money is wasted. It will prove more cost efficient to bring your Jaguar to someone who has the knowledge and experience on these systems. We have an extremely high success rate for first time fixes.

A comprehensive talk with you, the Jaguar owner experiencing the fault is our first step. It is advantageous to both parties that we have as much information as possible. So before you bring your car into us think about the problems you are experiencing and consider the following: warning lights/messages displayed, frequency of problem, duration of problem, ambient conditions when the fault occurs (wet, dry, cold etc.), engine temperature, driving conditions (light throttle, changing gear, braking, turning etc.), any previous repairs carried out, previous testing/attempts to solve the problem, brief history of the car.

It is also important that we are able to contact you without delay when we have a query or need authorisation for the next stage.

Even with all the diagnostic equipment that we have invested in, the expertise of our technician is paramount. Fault codes that may have been logged are not usually very specific but gives us a starting point with our assessment. Experience and knowledge are essential to know how best to progress with the assessment.

We will then plan how to proceed from this point and carry out testing methodically and logically. We will never replace any components unless we have a reason to do so and that we can prove it is faulty. Sometimes it will be necessary to repair/replace an item before we can continue testing effectively. Problems are sometimes revealed in layers.

We will always try to contact you before moving onto the next stage of testing/repair. There may come a stage when you have to decide if you want us to continue pursuing the problem as all the cost of the diagnostic testing and repairs are your responsibility. We always respect your wishes if you do not wish to continue, at which point our charges will terminate and then an invoice for charges to date will be payable.

It is important to be aware that sometimes the process can become quite costly as it requires a top level of skill and expertise and other valuable resources. Sometimes to access connectors/wiring/components for testing they may be in hard to reach places which require some stripping out. If we are allowed the time and the budget we will solve your issue.

As an example, a typical petrol Jaguar has the following selection of sensors and modules and more besides:

• Coolant Temperature
• Throttle Pedal Position
• Air Temperature
• Inlet Manifold Pressure
• Brake Pedal Position
• Crankshaft Position
• Camshaft Position
• Knock Sensor (detects what used to be called 'pinking')
• Air Mass Flow
• Oxygen Sensors (usually called a 'Lambda' sensor)

The engine ECU monitors the signals from ALL of these components simultaneously and samples data from them hundreds of times a minute. If a fault is detected or a measured value or limit is exceeded, there’s a good chance that the ECU will tell the lovely warning light to come on. This will of course frighten the poor driver into thinking something expensive has already gone wrong with their engine. Our advice to anybody that calls is:

• Does your Jaguar feel or run any differently to before the light came on?
• Is it shuddering, vibrating or feels like it's lacking in power?
• If the light wasn't on, would you still think something was wrong?

If the answer to all of these questions is a simple 'No', then we may tell them not to worry, continue their journey, and to come and have a diagnostic at a mutually convenient time. The light should never be ignored but should not induce panic either.

Another question on most people's mind is, 'Why do I have to pay you to tell me what is wrong with my car when I already know what it is?' Well, in most cases, you don't know what is actually wrong with your Jaguar. You know that the engine management light is on, or the brakes are squeaking, or coolant is leaking. But these are symptoms, not a diagnosis, and it can take time to determine what exactly is causing the symptom. Sometimes the problem can be found very quickly and other times it can literally take a few hours to determine exactly what is causing the problem, especially if it's intermittent.

Because Jaguars have so many computerised systems and the tools themselves cost so much, the price of diagnosing problems has risen rather dramatically over the last few years. It is not possible to avoid charging for diagnostic time - there is simply too much cost involved in the training, special tools and access to Jaguar resources required to perform a proper diagnosis. But most importantly, how valuable is the 30 years experience we have on Jaguar cars and the 38 years of experience Clive has in the motor trade?

I would like to try and dispel a few myths about our industry:

• Clive is a very experienced Jaguar technician and is very capable of diagnosing what's wrong with your car. We'll do the required diagnostic tests to determine what needs fixing before we do anything.
• When we diagnose the fault with your car, we don't just 'pluck a price out of the air' as to what it will cost to trace the fault! We consider the equipment we will need to use, the procedure we will need to follow, the time that it may take and most importantly Clive's knowledge and experience.
• When you drop your car off with us for repair or service, we take great care of it. We always fit a seat cover and floor mat before driving it to protect your carpets and upholstery. We keep our workshop clean and tidy and our technicians work cleanly.
• When we diagnose and repair certain faults with a car, we like to fix the cause of it as well.
• We carry out our repairs in appropriate way. We don't do 'quick fixes' or 'bodges'.
• If we say we've fitted a part to your car and have charged you for it, it will be on your car. You can have the old part we removed for inspection should you wish. All our invoices have part numbers and all the parts have a guarantee.
• We will always explain the work carried out and are always happy to answer whatever questions you have.
• We don't just keep changing parts until we fix the fault. Modern cars are incredibly complex and even with the best diagnostic equipment and technician available, some faults are just difficult to find. We use a methodical approach to diagnostics and concentrate on a first-time fix. We'll try and keep you updated as best as possible and won't let the costs spiral upwards without your consent.
• We always contact you to discuss any further work that may be required. No additional work will be carried out without your consent.
• We don't just recommend extra work to get you to spend more money. It is part of our job to check your Jaguar over and spot any problems. This can save you money in the long term if potential problems can be caught early enough.
• We are not being 'awkward' or evasive by not giving you a price over the phone for some jobs. It is impossible to accurately diagnose a car over the phone and then give a price for repair.
• Google isn't always right!

A service at Nene Jag Specialists means that your Jaguar gets taken for a road test, it gets raised on the ramp and all four wheels are taken off. This means that brakes, suspension and steering components can be properly examined. As we have been working on Jaguars for nearly 30 years we are familiar with the cars and know which areas on which models are prone to give problems. An engine flush is used to help keep your fresh engine oil cleaner for longer and your engine more efficient. Original equipment parts are used to help keep your Jaguar running at its best. We have seen inferior quality air filters fitted, for example, that end up causing running problems. Most importantly we only use Shell or Castrol oils for the engines. It is imperative that the correct grade oil is used in your Jaguar. We have recently seen a rise in the diesel cars encountering problems after some servicing as the correct grade oil has not been used in order to keep the cost down.

A service at Nene Jag Specialists will mean that your Jaguar has a diagnostic scan during the service to help detect any issues that may be lurking in the background. All levels and pressures are checked and adjusted on the car. A battery check is carried out, emissions are checked and if applicable, service lights are reset.

Our services are a fixed price and no additional work is ever carried out without your permission. If any items are found that require attention we can discuss and prioritise the jobs. Enabling you to budget for any future repairs and to give you the best chance to keep your Jaguar in prime condition.

So, if you're simply phoning around every garage in the area for the cheapest service, we're probably not going to get your business. If you care about your car enough to want it servicing 'properly' you'll be far more likely to book with us.

What would you rather eat – the tasty lamb curry or a cheaper 'meat' curry?

To be a woman in a dominantly male environment brings another dimension to my role. Encouragingly though I have seen an improvement over the last 27 years. At first people were perhaps quite reluctant to speak to a female about their cars and I had to work hard to be accepted as more than just someone who answered the phone and made tea. As my knowledge of Jaguars improved, then my confidence developed, and I was able to answer more queries and discuss more in depth about Jaguars. This has led to a more conducive and rewarding working environment.

I love my job as I love people, I have been fortunate to meet some lovely people over the years. It also helps that I love Jaguars. It is a fabulous marque with some beautiful cars and I am truly privileged to be able to experience them day in, day out.

Every working day I learn something more, every working day my comfort zone is stretched, every working day brings more problems to solve, every working days brings rewards and every working day I am pleased and proud to be a business woman and every working day I appreciate being in a job that I love, meeting great people everyday and getting the chance to be involved with fabulous cars.

So to all you women out there, don't be afraid to step out of your comfort zone, relish the challenges, be determined and you will succeed. The rewards will be worth all your efforts. Above all keep your enthusiasm, your sparkle and your hopes and dreams alive.

"Enthusiasm is the yeast that makes your hopes shine to the stars. Enthusiasm is the sparkle in your eyes, the swing in your gait. The grip of your hand, the irresistible surge of will and energy to execute your ideas" - Henry Ford