Dpacew1
Member
- Thread starter
- #1
An open letter to Jeep/FCA,
I am a huge Jeep fan.
I bought my most recent Jeep, a 2007 JK Unlimited Rubicon around Thanksgiving in 2006. It has been the most fun vehicle my family and I have ever owned. We have owned sports cars, other off-road vehicles, motorcycles and even a Land Rover Range Rover (back when it was owned by BMW). With the doors and top off, we took the brand new JK off-roading, much to the surprise of the Jeep group members we went wheeling with. Over time, as a true Jeep enthusiast, I put on larger tires, lift kit, better bumpers/winch and some under body protection. Either with just my son or with our whole family, we would go wheeling and camping at least 1 weekend a month, regardless of the weather. Living in the northeast made wheeling trails covered in ice that much more of a challenge. I always told people that it was the most incredible vehicle. We could spend 4 hours going 1.8 miles up a very technical rock trail and another 4 hours on the return, air up the tires, press the button to reconnect the anti-sway bars and then get on the highway and drive 65-70 MPH all the way home.
After 12 years, it was time to get a new one. I ordered a 2019 Rubicon (2 door) on 10/22/18 exactly how I wanted it outfit knowing what after market toys I would add. I then waited, checking early on with Jeep Chat about how the build was going. Week after week, it was stuck in C status. I called my dealer who did not have any other news. On day 45 after my order, I was on Jeep Chat asking about the status of the order. It was still in C status, so I āescalatedā the issue, was given a case number and told I would get feedback from Jeep in 3 to 5 business days. I again reached out to my dealer who did not have any additional data.
On the 53rd day after my order, my Jeep dealer called me to say that they had just received an email from Jeep saying they could not build the Jeep as I had ordered it until āsome time in the 2nd quarter of 2019ā. The only way I could get it built sooner was to remove the safety package or add the $1,420 8.4ā stereo. While I had no interest in the stereo, as I wanted to put in an after-market system, I asked what date the Jeep would be built if I agreed to spend the extra money. The dealer did not know. So I called Jeep, and after spending a long time on the call, I was told that it is Jeepās policy to say that new orders will be delivered in 3 -4 months. So basically, I would go back to the beginning of the queue.
I fumed for a bit and then called back the Jeep customer service line and asked to speak to a manager. After battling with Melissa, the person from Jeep, she would not connect me to a manager.
And lest you forget the escalation at day 45, Jeep never ever contacted me.
So I called my Jeep dealer and cancelled the order. While I hope this is an isolated incident, the forum boards suggest otherwise. I am thrilled Jeep is selling so many vehicles. But this may not be a trend that continues considering how comfortable Jeep appears to be treating its customers so shabbily.
At almost any point in the process, if I had received any form of proactive communication from Jeep that there would be delays, I would have gritted my teeth and been disappointed, but I would have understood. No once in the entire time following my order did I ever get a call/email/text from Jeep that preceded my reaching out to them. No once!
While I still smile when I see Wranglers of any vintage, I will not be driving one again. If during the period of time I am trying to buy a $47K vehicle I get such poor service and attention, how will the service be after they are no longer interested in my money.
Best of luck to the rest of you.
I am a huge Jeep fan.
I bought my most recent Jeep, a 2007 JK Unlimited Rubicon around Thanksgiving in 2006. It has been the most fun vehicle my family and I have ever owned. We have owned sports cars, other off-road vehicles, motorcycles and even a Land Rover Range Rover (back when it was owned by BMW). With the doors and top off, we took the brand new JK off-roading, much to the surprise of the Jeep group members we went wheeling with. Over time, as a true Jeep enthusiast, I put on larger tires, lift kit, better bumpers/winch and some under body protection. Either with just my son or with our whole family, we would go wheeling and camping at least 1 weekend a month, regardless of the weather. Living in the northeast made wheeling trails covered in ice that much more of a challenge. I always told people that it was the most incredible vehicle. We could spend 4 hours going 1.8 miles up a very technical rock trail and another 4 hours on the return, air up the tires, press the button to reconnect the anti-sway bars and then get on the highway and drive 65-70 MPH all the way home.
After 12 years, it was time to get a new one. I ordered a 2019 Rubicon (2 door) on 10/22/18 exactly how I wanted it outfit knowing what after market toys I would add. I then waited, checking early on with Jeep Chat about how the build was going. Week after week, it was stuck in C status. I called my dealer who did not have any other news. On day 45 after my order, I was on Jeep Chat asking about the status of the order. It was still in C status, so I āescalatedā the issue, was given a case number and told I would get feedback from Jeep in 3 to 5 business days. I again reached out to my dealer who did not have any additional data.
On the 53rd day after my order, my Jeep dealer called me to say that they had just received an email from Jeep saying they could not build the Jeep as I had ordered it until āsome time in the 2nd quarter of 2019ā. The only way I could get it built sooner was to remove the safety package or add the $1,420 8.4ā stereo. While I had no interest in the stereo, as I wanted to put in an after-market system, I asked what date the Jeep would be built if I agreed to spend the extra money. The dealer did not know. So I called Jeep, and after spending a long time on the call, I was told that it is Jeepās policy to say that new orders will be delivered in 3 -4 months. So basically, I would go back to the beginning of the queue.
I fumed for a bit and then called back the Jeep customer service line and asked to speak to a manager. After battling with Melissa, the person from Jeep, she would not connect me to a manager.
And lest you forget the escalation at day 45, Jeep never ever contacted me.
So I called my Jeep dealer and cancelled the order. While I hope this is an isolated incident, the forum boards suggest otherwise. I am thrilled Jeep is selling so many vehicles. But this may not be a trend that continues considering how comfortable Jeep appears to be treating its customers so shabbily.
At almost any point in the process, if I had received any form of proactive communication from Jeep that there would be delays, I would have gritted my teeth and been disappointed, but I would have understood. No once in the entire time following my order did I ever get a call/email/text from Jeep that preceded my reaching out to them. No once!
While I still smile when I see Wranglers of any vintage, I will not be driving one again. If during the period of time I am trying to buy a $47K vehicle I get such poor service and attention, how will the service be after they are no longer interested in my money.
Best of luck to the rest of you.
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