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Has Jeep Cares or Jeep Wave escalations actually helped you?

TXRubicon

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Yes, but I opened the case via the website. Problem was spots on the leather on the driver seat that couldn't be removed. Wave immediately authorized the leather work and rental and worked with the dealer to schedule it. They were really helpful and took quick care of it.
 

GreyFox

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Asking for a friend.
Who needs a fuel pump? Did you not get a loaner while your Jeep is in the shop? Or are you upset because the part is on backorder? I know you're upset over it being in the shop and you haven't made the first payment (iirc), but give them a chance to fix the issue and I'm sure you will enjoy your Jeep once the mechanical issue is resolved.
 

JoeBelt

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BLUF: Yes. JeepCares and Jeep Wave are actively involved and can help.

Noticed a slice and several scuffs significant enough to take off the dye in my leather seat when I brought my Jeep home. I took it back to where I bought it and the service advisor took pictures to submit a warranty authorization. It was denied. The dealership offered to hire a detailer to use a leather repair kit to fix my brand new vehicle. I posted about my experience here in this forum and received a response from JeepCares as well as submitted an issue through Jeep Wave. Between those two and the exposure here the warranty denial was reversed and a new leather seat cover arrived yesterday. Once it's installed I'll update the thread with the outcome.
 

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melendez69

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I'd have to say @JeepCares certainly tried to help. I have a recent post here about my UConnect randomly rebooting (as many others are experiencing), and within the same week they called to ask about it. They offered to set me up with an appointment, but I politely declined since I read many others have had no resolution from a dealer visit. I didn't want to waste my time there and I figured I'd be better off when there's a more concrete solution.
 

BillG

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Well I had an issue and notified Jeep Cares a few days before my dealer appointment. They gave me a case number and said a manager would contact me before my appointment. My appointment was a few days before Christmas......still waiting for that contact from them.
Dealer handled my issue. Canā€™t say if Jeep Cares did anything or not. Maybe they contacted the dealer directly. I just donā€™t know.
 
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Kballard72

Kballard72

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Who needs a fuel pump? Did you not get a loaner while your Jeep is in the shop? Or are you upset because the part is on backorder? I know you're upset over it being in the shop and you haven't made the first payment (iirc), but give them a chance to fix the issue and I'm sure you will enjoy your Jeep once the mechanical issue is resolved.
1. 2 week backorder, for some reason felt need to keep the jeep though its very intermittent and has never stalled on the road, nor do I believe they are sure about the fuel pump. So no, i dont wish to wait 20 days for shotgun troubleshooting.

2. I guess someone must have got involved as someone came to their sense to check another dealership, but hey, why get the part overnighted or anything. 3 to 5 shipping days

3. The loaner, sure, a enterprise mini-van is a fine substitute for what would have been 2 to 3 weeks if I didn't escalate.

4. Upset is kind, this started at mile 20, I had heard enough from others and bought it anyway, it's what I get for being stupid.
 

CMā›°

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Jeep Cares escalated my missing off road pages (after they showed up in the update) to UConnect and I was promptly contacted by UConnect and the issue resolved.
 

liquids

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JeepCares contacted Jeep Waves, who called me and left a message but has not returned two of my callbacks. His message said that I'd have to work with the dealer to gets my rattles fixed, and that two items missing at delivery aren't s'posed to be there. The service manual and pics from this forum say different. If he ever returns my message, I'll ask him for an e-mail address to which I can can sent photos supplied to this forum. (Thanks, fellow users.)

On the whole, no resolution attained yet, but still possible.
 

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JeepCares

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JeepCares contacted Jeep Waves, who called me and left a message but has not returned two of my callbacks. His message said that I'd have to work with the dealer to gets my rattles fixed, and that two items missing at delivery aren't s'posed to be there. The service manual and pics from this forum say different. If he ever returns my message, I'll ask him for an e-mail address to which I can can sent photos supplied to this forum. (Thanks, fellow users.)

On the whole, no resolution attained yet, but still possible.
Hi liquids,
We're sorry that you are having a hard time reaching your Case Specialist. I have noted your concern in the case and let him know that you are still waiting to hear back from him. Please send us a private message if you need any assistance with your case!
Lydia
Jeep Social Care Specialist
 

theiowan

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Asking for a friend.
Asking for a friend.
Jeep Wave did not help me with my loose steering issue. They did try but the dealer would not even return their calls. Apparently they have little actual authority. I finally got the issue resolved by contacting FCA and was assigned a Top Car Specialist.
 

Xingpao

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Jeep Cares did help me get a couple issues fixed that the dealer claimed was not under warranty but damn well should be.

I have not had any mechanical issues, but I had a water pump blow out on a brand new challenger a couple years ago and the fix took several weeks due to backorder parts. I dont think this level of customer service is a Jeep or even FCA thing, but just a sad window into the state of customer service in the auto industry as a whole.

For 50k do we deserve better? Yes, we do, but it's not going to happen. So, best thing I ever did is start a relationship with a local, highly experienced 4x4 shop here and get top notch service for everything that I can avoid Jeep for.

I'm not the kinda guy that buys Mopar aftermarket because I want to avoid anymore dealership bs than absolutely necessary. Hang in there, you"ll be fixed up soon and hopefully won't have any additional dealer issues.
 

Maximusdafarmer

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The timeline on getting parts for the JL warranty repairs has been atrocious.... I would estimate but my Jeep has been at the dealership for over a month out of the 9 months I have owned it

And of course the loaner vehicle is roughly 50% the price of the vehicle it is replacing...

I love my Jeep, but this is getting really old really quickly
 

Maximusdafarmer

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And of course the parts MIGHT get in by Feb 15th.... so by the time I get it back let's up that to over 2 months out of 10
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