I've probably had the worst experience out of anyone that's received their JL

[Chicago]

You may be familiar with my post about my Electronic Throttle Control failure
https://www.jlwranglerforums.com/fo...malfunction-towed-jlur.3739/page-3#post-80999

Here's how everything has unfolded:

Picked up my JLUR on Saturday, 2/10 at 6:00PM, drove it 60 miles home, then took it for a cruise. At 65 miles, throttle goes out while driving, and I pull to the side of the road call Jeep roadside assistance. They send a tow truck that doesn't get there for 2.5 hours. It's raining and now 1:30AM. I uber home.

It sits at the dealership closest to my home (not the one I purchased it from) until Monday morning when I get a call from service letting me know they received my Jeep. The next day, they tell me It's the ECU and it will be a week before they even get the part.

I visited the dealership that I purchased it from and they really didn't seem to care. As long as it was getting fixed, they couldn't care less that my brand new Jeep was in the shop for a week. They asked if I needed a rental, that was the extent of their "customer service". They then referred me to Jeep Cares for any type of support.

In the meantime I notified @JeepCares and they created a case for me and said my case manager would reach out to me within 48 hours. Of course, no call.

Finally pick it up on Friday, 2/16 and take it home. There's a scuff on the passenger's seat and my painted tow hook is scratch badly. I call the dealership and they say it's the towing companies fault and they aren't responsible. They tell me to contact the towing company. Remember, it was Jeep Cares that called for the tow so I don't have the company's name. Saturday morning I take it for a spin and check engine light comes on. It did this just before it broke down last time, so I immediately drove it the 3 miles home.I didn't want to chance it breaking down again on the side of the road. I called Jeep Cares and was told to leave it parked until my case manager (which never called before) reaches out to me on Monday. By the end of day Monday, no call.

I call the Jeep Cares number and get to speak with someone who I guess is now my case manager. He offers to get it towed, which I declined, I'll just take my chances driving it given my previous experience. He also offers to find the tow company's info so that I can call them and shake them down for repair. Yay, more time and effort for me. He also informs me that FCA cannot compensate me for my time/trouble in any way. He puts this responsibility on the dealership that told me the exact opposite. He then calls the dealership and schedules an appointment with me there on the line with him.

I take the Jeep in at 8:00am making sure they have plenty of time to diagnose. At 4:00pm I hadn't heard anything, so I call them. They guy responsible for my Jeep is on the other line and they tell him to call me back. He finally calls back at 6:00pm to inform me that they haven't even touched my Jeep because they were too busy! What's the point of the appointment?!

As of right now I have a $55k Jeep that's been drivable 2 hours out of 11 days of ownership. This is the WORST customer service I have ever had with any product I have ever purchased, especially at this price point. Lemon law in TN is 4 attempts to fix, or thirty days in the shop the first year. I'm halfway there and I pray FCA doesn't wait until I have to enforce state law to make it right.

Am I being unreasonable? Honestly, tell me if I am. I understand it's a new model and problems come up, but what has me really upset is that no one wants to take responsibility, and I'm having to put way too much time and effort into a brand new Jeep.

@JeepCares is there anyway to escalate this to management?

Thanks for reading guys!

That is unbelievable and unacceptable, they need to fix this and make it right , I hope enough people reply to your message , because I know jeep keeps an eye on this forum , it certainly doesn’t sit well with me and I just my loaded Rubicon last Friday , good luck brother

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[FrenchSSGTMike]

You may be familiar with my post about my Electronic Throttle Control failure
https://www.jlwranglerforums.com/fo...malfunction-towed-jlur.3739/page-3#post-80999

Here's how everything has unfolded:

Picked up my JLUR on Saturday, 2/10 at 6:00PM, drove it 60 miles home, then took it for a cruise. At 65 miles, throttle goes out while driving, and I pull to the side of the road call Jeep roadside assistance. They send a tow truck that doesn't get there for 2.5 hours. It's raining and now 1:30AM. I uber home.

It sits at the dealership closest to my home (not the one I purchased it from) until Monday morning when I get a call from service letting me know they received my Jeep. The next day, they tell me It's the ECU and it will be a week before they even get the part.

I visited the dealership that I purchased it from and they really didn't seem to care. As long as it was getting fixed, they couldn't care less that my brand new Jeep was in the shop for a week. They asked if I needed a rental, that was the extent of their "customer service". They then referred me to Jeep Cares for any type of support.

In the meantime I notified @JeepCares and they created a case for me and said my case manager would reach out to me within 48 hours. Of course, no call.

Finally pick it up on Friday, 2/16 and take it home. There's a scuff on the passenger's seat and my painted tow hook is scratch badly. I call the dealership and they say it's the towing companies fault and they aren't responsible. They tell me to contact the towing company. Remember, it was Jeep Cares that called for the tow so I don't have the company's name. Saturday morning I take it for a spin and check engine light comes on. It did this just before it broke down last time, so I immediately drove it the 3 miles home.I didn't want to chance it breaking down again on the side of the road. I called Jeep Cares and was told to leave it parked until my case manager (which never called before) reaches out to me on Monday. By the end of day Monday, no call.

I call the Jeep Cares number and get to speak with someone who I guess is now my case manager. He offers to get it towed, which I declined, I'll just take my chances driving it given my previous experience. He also offers to find the tow company's info so that I can call them and shake them down for repair. Yay, more time and effort for me. He also informs me that FCA cannot compensate me for my time/trouble in any way. He puts this responsibility on the dealership that told me the exact opposite. He then calls the dealership and schedules an appointment with me there on the line with him.

I take the Jeep in at 8:00am making sure they have plenty of time to diagnose. At 4:00pm I hadn't heard anything, so I call them. They guy responsible for my Jeep is on the other line and they tell him to call me back. He finally calls back at 6:00pm to inform me that they haven't even touched my Jeep because they were too busy! What's the point of the appointment?!

As of right now I have a $55k Jeep that's been drivable 2 hours out of 11 days of ownership. This is the WORST customer service I have ever had with any product I have ever purchased, especially at this price point. Lemon law in TN is 4 attempts to fix, or thirty days in the shop the first year. I'm halfway there and I pray FCA doesn't wait until I have to enforce state law to make it right.

Am I being unreasonable? Honestly, tell me if I am. I understand it's a new model and problems come up, but what has me really upset is that no one wants to take responsibility, and I'm having to put way too much time and effort into a brand new Jeep.

@JeepCares is there anyway to escalate this to management?

Thanks for reading guys!

I say @JeepCares should arrange one of the FCA rep’s build to be hijacked for you to get it, and give that defective JLUR to that rep, with a giant sticky note on the windshield saying « Karma’s a bitch f****ers ! » lol

 

[Chicago]

I say @JeepCares should arrange one of the FCA rep’s build to be hijacked for you to get it, and give that defective JLUR to that rep, with a giant sticky note on the windshield saying « Karma’s a bitch f****ers ! » lol

I agree

 

[BillyHW]

I know this is easy for me to say, because it's not my Jeep, but I would show a bit more patience. It's a brand new vehicle and yeah, they don't have parts and have no experience with it. New cars are difficult to diagnose problems. The scratch isn't a big deal that a little touch up paint won't fix. I suspect it's a defective throttle body that will need replacing. The fault may not be the dealership or FCA but one of the parts suppliers.

I'd give them a little more time to make it right.

That's assuming of course that they give you a loaner.

 

[RussJeep1]

I think you're being a little unreasonable. Not with the service you expect, that seems pretty dismal from all aspects. Parts are not gonna be on the shelf for a vehicle that is just rolling off the assembly line. Repairs are going to take a while until dealerships are able to get parts stocked. Hopefully this is just a fluke and the good times start rolling.

I do agree that this is the case, and maybe FCA is not alone in having its parts catch up to its sales, but I'd think a responsible vehicle manufacturer would shore up the parts support network before releasing the vehicle. Nothing's worse than a new vehicle with problems, except when the parts to fix it can't be had. FCA certainly did this with the accessories market for the JL to get a jump start on the 3rd party manufacturers (point being where sales $ are involved, priorities follow).

For manufacturers that don't do this, their parts people should be able to tap their factory's building vehicles inventory until such networks are operational...

oh, wait, that would affect sales wouldn't it.....

 

[BillyHW]

I do agree that this is the case, and maybe FCA is not alone in having its parts catch up to its sales, but I'd think a responsible vehicle manufacturer would shore up the parts support network before releasing the vehicle. Nothing's worse than a new vehicle with problems, except when the parts to fix it can't be had. FCA certainly did this with the accessories market for the JL to get a jump start on the 3rd party manufacturers (point being where sales $ are involved, priorities follow).

For manufacturers that don't do this, their parts people should be able to tap their factory's building vehicles inventory until such networks are operational...

oh, wait, that would affect sales wouldn't it.....

Yeah, I agree, the part should simply be an overnight FedEx from the factory to the dealer.

 

[The Z]

Sounds like a nightmare I would be very pissed. That dealer sucks.

 

[Man-of-methods]

Who is the dealer? I'd like to know who not to go to.

 

[Stuweeks]

I know this is easy for me to say, because it's not my Jeep, but I would show a bit more patience. It's a brand new vehicle and yeah, they don't have parts and have no experience with it. New cars are difficult to diagnose problems. The scratch isn't a big deal that a little touch up paint won't fix. I suspect it's a defective throttle body that will need replacing. The fault may not be the dealership or FCA but one of the parts suppliers.

I'd give them a little more time to make it right.

That's assuming of course that they give you a loaner.

Who is the dealer? I'd like to know who not to go to.

Bought it at:
Columbia Chrysler Dodge Jeep Ram Fiat
106 S James Campbell Blvd
Columbia, TN 38401

Being serviced at:
Freeland Jeep
5800 Crossings Blvd Suite A
Antioch, TN 37013

 

[digitalbliss]

Bought it at:
Columbia Chrysler Dodge Jeep Ram Fiat
106 S James Campbell Blvd
Columbia, TN 38401

Being serviced at:
Freeland Jeep
5800 Crossings Blvd Suite A
Antioch, TN 37013

Yeah... the people at Columbia we’re trying to get me to buy from them. Didn’t get the best warm and fuzzy from them. After reading this, I’m glad they couldn’t match Superiors price.

 

[word302]

Actually in situations where parts are not available, a company that cares about customer satisfaction would give you a new one. It’s not your fault that they do not have parts. You buy a car and pay 55k, you expect it to work. They better deliver.

LOL. That's not how it works.

 

[FrenchSSGTMike]

LOL. That's not how it works.

Yeah like « Oh sorry Bud, that $25 part is broken, we’ll just give you another 50k ride and swallow that first one as a clear loss lol

 

[That One Guy]

Should call that dealership out by name, everywhere. Horrendous, entirely unacceptable service. The nerve to treat a client that just spent $55k that way...

I sure hope no one had a worse experience than you. I'd be flipping out if my upcoming base model had the same treatment and issues.

 

[Jeeptimus Prime]

Hopefully it works out for you OP! Of course we weren't there to see how the dealership treated you so will take your word on it and you are understandably pissed; who wouldn't be?!? As for dealerships, it doesn't take much to make a good impression. Of course they won't promise anything BUT can at least pretend to be concerned over customer complaints. Then again most people at their jobs simply don't give two craps.

If this persists then get in touch with FCA or ask the dealership how to reach corporate? Also I am surprised Jeep Cares hasn't posted on this thread yet, must not be on at this time.

 

[offcamber]

I would say this is pretty normal for Jeep service when new products are involved. My first Jeep Wrangler was a 1987, bought early in it's model year. Two months into ownership, reverse went out on the transmission. There were no parts available. My Jeep sat for 5 months while I waited for the parts to repair it. My 2012 had issues with the heads on the pentestar. In the first year I owned it, it spent 162 days in the shop. It wasn't the dealers fault. Jeep is known for extremely poor quality control. You knew that going into purchasing one. Everyone knows that. You roll the dice and hope that you get lucky. So far no issues with mine in the 12 hours I've owned it. Knock on wood...but, if there are issues, I'll curse jeep, but not the dealership.

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