Julian is one of the best and responsible advisors I have worked with at dealership service departments, from Merc to BMW to Jag and other luxury and sports car brands I have owned.
The F type coupe is a very rare car to come by, especially in the Northern NJ / NYC area, so service techs don't have much if any experience with them. When I first brought my coupe into Englewood Jag (i didn't buy my car there and was my first visit there) to repair interior and exterior trims that have loosened due to factory defects, the tech did not complete the replacements properly and a number of interior and exterior parts that had to be removed were not reinstalled correctly. Upon showing Julian, he was not only very apologetic but took it upon himself to ensure all would be remediated.
For Julian, remediation is not about saving time and money to merely getting the issues back to 'passable' state, like many dealerships would do. He advocated for me and ensured all new parts were ordered again (under warranty) - and the repairs completed again - so I would receive back as good as factory quality.
Jaguar itself made Julian's job difficult, with multiple parts on backorder and also having sent him parts that were scuffed in transit (here also, instead of just installing it, Julian sent it back and requested a perfect, undamaged replacement) Because of Jaguar's own delays, the repair had to be done piecemeal over a couple of months. Throughout this time, Julian in addition to providing a Jag or Range rover loaner every time also had my car picked up / delivered to my residence. Truly appreciated.
I write this after all the work is completed and defects all fixed. Also, not once was I upsold any service.