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Killed by Death

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The Jeep Care rep I had with my issue said the same thing that @He_Hate_Me_JL in regards to dealerships having the option to turn away service.

Jeep Care will help compensate for the time your vehicle was under service for a warranty item, but they cannot force the dealership to do anything. As frustrated as I was with the slow service and inconsistent update on the repair, the dealership could have turned my vehicle away and have me take it to another dealership.
That's why I might pay a little more for a vehicle from a dealer I trust. Rather than travel to get the absolute best deal.
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FedeF

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My experience with Jeep Care has been great, well ABOVE my expectations! I had fancier cars in the past and had issues with dealers in the past, and yet I have never had the manufacturer customer care even trying to help me!
Jeep Care has been helping me with steering issues on my 2019 Sahara. I don’t blame them for relying on what the dealers report to them, don’t forget that the dealers are the technical guys working on your Jeep! Yet, I was lucky enough to find a great dealership (for service only, my buying experience was awlful and got the Jeep somewhere else!).
For each person their position, JeepCare are customer service, not techs, so I do not think is fare to hold them responsable if they don’t know what a trackbar is or does!
 

DanW

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I just got off the phone with Chrysler. They called me about an upcoming appointment at my local dealership. I bought a 2019 jlu sport s and have the random warm air conditioning, and the bad steering issues.

my appointment was to address those as well as get an oil change and tire rotation. I sent an email to Jeep cares here on this forum regarding the issues and they sent a request for more details.

Today I get a call, they're escalating the case, Whatever that means... and supposedly on Monday he will call and speak to the service department as well when we drop off our vehicle.

Never had a manufacturer call me before about getting a vehicle taken care of. Hopefully we'll end up being a good situation. I just wanted to share.
They helped me a great deal with getting the off-road pages on my Uconnect. They also helped my dealership get a new dampener more quickly than they normally would have awhile back when dealing with the steering shimmy.

I'm sure they don't bat 1000, but who among us does?
 

99wishes

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I can’t say they have helped my situation. I think I just get to keep taking it to different dealerships until one of them will agrees to fix it. Not necessarily judging but I still have the same issues.
 

GreyFox

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All dealerships are independently owned, not just Jeep. Manufactures can't force them to repair anything. You are at the mercy of the dealer you choose.
Very true... My brother works for a different brand dealer and he says he got to call a PITA customer and tell them that the dealer no longer needed their patronage. Please take their business elsewhere:surprised:
 

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99wishes

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My experience with Jeep Care has been great, well ABOVE my expectations! I had fancier cars in the past and had issues with dealers in the past, and yet I have never had the manufacturer customer care even trying to help me!
Jeep Care has been helping me with steering issues on my 2019 Sahara. I don’t blame them for relying on what the dealers report to them, don’t forget that the dealers are the technical guys working on your Jeep! Yet, I was lucky enough to find a great dealership (for service only, my buying experience was awlful and got the Jeep somewhere else!).
For each person their position, JeepCare are customer service, not techs, so I do not think is fare to hold them responsable if they don’t know what a trackbar is or does!
I guess I would agree with this and to the OPs thread, I do think they care. My issue is getting it fixed and I am not sure how much or if they can really help. That’s TBD. I hope they are able to.
 
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Jimmy_jak

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I'll make sure to update this thread after Monday
 

Twistedfab

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Actually the manufacturer can force a dealership to make a repair. I worked in the auto industry as both a tech and as a service manager/writer for over 14 years. I've dealt with the manufacturer directly many times, where they would tell us what repairs to make.
I wish that was true. Jeep and the dealer don’t seem to give a crap about my 2020 JLUR. Came in with issue that where documented but no one (dealer or Chrysler) want to fix. I will be posting up the full details once a prior ticket is closed. Don’t want any recourse happening.
 

Killed by Death

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I had fancier cars in the past and had issues with dealers in the past, and yet I have never had the manufacturer customer care even trying to help me!
I'be had much fancier cars in the past and NEVER needed help from customer care.

IMHO, FCA is a crappy company trying to cover their tracks with @JeepCares
 

Sand Flea

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Bought my 2018 from i.g. Burton in Delaware and took it back there for oil change, wandering steering, an issue with the rear gate door not closing properly which has broken the drivers side lift cylinder, and a 'squeal' on startup.

The dealer had my Jeep for 2 days, only performed the oil change (and charged me $80 for my second 'free' oil change). For every other item, "Technician could not confirm complaint".

I got JeepCares involved, was given a case number, and 'Michael' called me and discussed the issue.
The service manager at Burton called me with a real attitude. Said there was no reason for me to get FCA involved, and that "he personally drove my Jeep, and it drives like every other Jeep".

I asked the service manager if they had pulled the technical bulletins related to this issue. He says no. There is nothing wrong.
Then I ask if they checked alignment, free play in the steering box, software update to correct steering issues, checked part numbers for parts being recalled under warranty (like the steering damper recall). Bottom line... they checked NOTHING.

Bullshit. This service department gets a failing grade so far as I am concerned.

I owned a 2013 Wrangler before this one and the day I drove the 2018 off the lot and got it up to highway speed, it was all over the road. At first I'm thinking, 'Well, it's brand new. Maybe it'll get better over time'. Nope. It has not. It's not me. Something is not right. The higher the speed, the worse the wander.

Spoke with Michael again and essentially he tells me that if the dealer says there is no issue, they cannot force them to do anything.
I told Michael that there were lots of Jeep dealers in my area, and I wanted a second opinion.
Gave him the name of an even closer dealer - Millsboro Jeep, along with their phone number.

Michael called the dealer and got me appointment for this coming Thursday. Lets see if Millsboro is any better than i.g. Burton.

Oh... and this came into my email box yesterday.
Imagine that. A steering damper recall.

Jeep steering dampner recall.png
 

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Pourboire

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I don't mean to rain on your parade or anything but just wanted to post my experience.

I reached out to @JeepCares before I brought in my Jeep for the third time to fix the steering issue. The case specialist called me the day before to confirm the appointment and assured me that the issue will be fixed. Dropped off my Jeep the next day, got a call back from the dealer after 1.5 hours saying my Jeep is ready to be picked up. They said there were no issues and will not be doing anything. The case specialist calls me a week and half later to let me know the case was closed since the dealer did not find anything. I started to question her if they reviewed some of the TSBs and suspension parts, she stopped me and said she doesn't know what a track bar was. That already tells me that they don't actually work with the dealer to get to the bottom of the issue.

TLDR; they're just regular customer service reps making it seem like they're doing all they can do to help you. Instead, they just side with whatever the dealer says.
Yes I had a problem with my local jeep dealership regarding the replacement of a broken guide rail on the soft top. I had them look at the vehicle, and also gave them the part number right of the broken part. Needless to say, after3 months and several attempts to correct the problem (yes they kept on ordering the wrong replacement part) I wrote to FCA and copied the local dealership. In the end, I got a call from FCA within 2 weeks, they apologized and even gave me a payment equal to a month loan payment ( $456.00 payed the JL loan principle later). Yes I ordered the OEM part from a CA. parts location, received part and installed in 10 minutes). In deference to the dealership, when I wrote to the Better Business bureau, Jeep responded within 2 hours and sent me a check ($100.00) for my cost. Yes you got it, I never hear from the Jeep dealership's management (they were copied the same letter to FCA). The close out, I got another letter from the dealership to make an appointment to have the part replaced. Yes once again as noted in their letter, they ordered the wrong part.
 
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Jimmy_jak

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Jeep is in the dealership maintenance shop. I'll find out tomorrow if it's a boy or a girl
 

Kluk Ztopolovky

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I just got off the phone with Chrysler. They called me about an upcoming appointment at my local dealership. I bought a 2019 jlu sport s and have the random warm air conditioning, and the bad steering issues.

my appointment was to address those as well as get an oil change and tire rotation. I sent an email to Jeep cares here on this forum regarding the issues and they sent a request for more details.

Today I get a call, they're escalating the case, Whatever that means... and supposedly on Monday he will call and speak to the service department as well when we drop off our vehicle.

Never had a manufacturer call me before about getting a vehicle taken care of. Hopefully we'll end up being a good situation. I just wanted to share.
I think the AC in my 3.6 l is not the coldest around. I do not use it much and I hope it will keep running a long time without the need of recharging .My 12 year old Patriot used to cool down the interior so well. My new Jeep AC strength certainly doesn't feel like any meat locker .Yes I got the tinted windows too.
 

Cmcclaflin31

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In my experience Chrysler, Jeep Cares, Jeep Wave, and the local dealerships around me, all of them don't give a single damn about keeping me as a customer. I will say it seems the Jeep cares assistants on this forum are very kind and helpful, but anywhere past that you get nothing. Chrysler basically threw me to the side and told me to go pound sand while waiting for my alternator. They couldn't care less about me. To this day I'm still fighting them on other issues with my Jeep. If they do this to me(and I've heard several others complaining about Chrysler support as well) what's to say they care about any of their customers?
 
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Jimmy_jak

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So...1 day turn around. They had a loaner car which was good. Wasn't sure they would because they were very busy. Wife wasnt too happy that it was Orange lmao... hilarious.

So let's get started.

1) Steering. They agreed that it was loose and replaced the track bar. The steering damper was already replaced during the service campaign before we purchased.

It did seem tighter while driving home. Hopefully it isn't a placebo.

2) A/C. They couldn't reproduce the issue. No codes blah blah.

3) The oil change. Good grief. Asked them how much oil was added "6 quarts sir". Wrong. I explained that it's 5 not 6. After speaking with the actual tech we learned they only added 5.

Sooo...meh. Happy it was only one day.

IMG_20190819_174628.jpg
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