Broken JLUR and terrible dealer customer service

[Jeepsk8]

Sucks, I know. My rig was out of my driveway a total of 25 working days for something fairly minor. It's all good now. I was given a loaner however, and I think that is a part of the Jeep Wave program that comes with the Jeep upon purchase. My gut tells me this isn't an exhaust problem and more than likely a problem with the lifter / rocker arm that has popped up across the 3.6 platform. There are videos on Youtube regarding this. Be polite and professional but keep pushing for answers as well. My dealership bent over backwards because I didn't pitch a fit in the service department. Have an open dialog with the service manager and the head guy at the dealership if you need to. Go up the ladder if things aren't moving such as the regional service rep, FCA corporate etc.

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[JeepCares]

Just need to vent a bit as the last 2 days have been quite frustrating. Was driving my 2018 JLUR over the weekend on the highway when it started shaking violently with a flashing SES light. Was able to limp it home with the engine misfiring and sounding like general garbage.

Brought it into the dealer after the long weekend to get it checked out. Received no call at all from the dealer all day. I called multiple times at the end of the day and spoke to 3 individuals who all assured me my service advisor would call me back in a few minutes. Received no call or any update at to what was happening.

This morning I called as soon as they opened and asked for the service advisor. Was told he was busy and would call me back. Fast forward an hour and no call from the manager or the service tech. At my wits end, I decided to drive to the dealer in my wife's car.

Confront the service advisor about why he didn't call me at all yesterday or call me back yesterday or this morning. He tells me "I was just real busy". Unreal. No sorry or anything. Doesn't even have an update ready on my jeep.

Demand to speak to the manager. Tell him the whole story. He apologizes and says the service advisor will call me at 10 and 2 each day with updates until the jeep is fixed. Service advisor finally comes back with the paperwork and tell me the jeep as multiple lean and misfire codes. He says the don't know how to fix it yet and have opened a Star case. No idea when my jeep will be fixed. Mentions something about potentially replacing the entire exhaust system.

I love my jeep but this whole experience is really making me second guess my purchase. I've never had such terrible customer service from a dealer or issues like this on such a new vehicle. Anyone else have this engine issue? Any suggestions on what to do next? Is it worth trying to call jeep customer care?

Hi gcnd06,
I completely understand how this would be concerning. I have responded to your private message so I can continue to gather more details and help you out the best I can.
Lydia
Jeep Social Care Specialist

 

[gcnd06]

updated day 3

 

[old8tora]

UPDATE 2: Spoke with my Jeep Customer Care case manager this afternoon. She had called the dealer numerous times this morning without a response. Dealer hadn't called me with any update. She was finally able to get ahold of the service manager via email. Service manager called me with an update that they believe it is a bad O2 sensor, offered me a loaner vehicle, and told me that the Service advisor(who clearly could care less about me or customer service) would no longer be working with me and she would be the POC. Big thanks to JeepCares Customer service as that seemed to be the only thing lighting a fire under the dealer's ass to do anything. Still no Jeep but at least they are giving me a loaner.

They should have given you a loaner from the get-go . You posting on this Forum likely got their attention .

 

[phantomog73]

Just need to vent a bit as the last 2 days have been quite frustrating. Was driving my 2018 JLUR over the weekend on the highway when it started shaking violently with a flashing SES light. Was able to limp it home with the engine misfiring and sounding like general garbage.

Brought it into the dealer after the long weekend to get it checked out. Received no call at all from the dealer all day. I called multiple times at the end of the day and spoke to 3 individuals who all assured me my service advisor would call me back in a few minutes. Received no call or any update at to what was happening.

This morning I called as soon as they opened and asked for the service advisor. Was told he was busy and would call me back. Fast forward an hour and no call from the manager or the service tech. At my wits end, I decided to drive to the dealer in my wife's car.

Confront the service advisor about why he didn't call me at all yesterday or call me back yesterday or this morning. He tells me "I was just real busy". Unreal. No sorry or anything. Doesn't even have an update ready on my jeep.

Demand to speak to the manager. Tell him the whole story. He apologizes and says the service advisor will call me at 10 and 2 each day with updates until the jeep is fixed. Service advisor finally comes back with the paperwork and tell me the jeep as multiple lean and misfire codes. He says the don't know how to fix it yet and have opened a Star case. No idea when my jeep will be fixed. Mentions something about potentially replacing the entire exhaust system.

I love my jeep but this whole experience is really making me second guess my purchase. I've never had such terrible customer service from a dealer or issues like this on such a new vehicle. Anyone else have this engine issue? Any suggestions on what to do next? Is it worth trying to call jeep customer care?

UPDATE: opened a case with Jeep Wave. We'll see if that does anything.
Dealer called me about 5 min ago to tell me they still don't know what is wrong with it. The supposedly think it's something with the exhaust system. Chrysler engineers told them to do some sort of compression test tomorrow when the jeep is cold. No closer to being fixed and will be without it going on a 3rd day.

UPDATE 2: Spoke with my Jeep Customer Care case manager this afternoon. She had called the dealer numerous times this morning without a response. Dealer hadn't called me with any update. She was finally able to get ahold of the service manager via email. Service manager called me with an update that they believe it is a bad O2 sensor, offered me a loaner vehicle, and told me that the Service advisor(who clearly could care less about me or customer service) would no longer be working with me and she would be the POC. Big thanks to JeepCares Customer service as that seemed to be the only thing lighting a fire under the dealer's ass to do anything. Still no Jeep but at least they are giving me a loaner.

Update 3: Picked up the loaner and learned that the horrible service advisor is "no longer with the dealership"

I had a similar issue with my 2011 Durango with the 3.6 Pentastar. I went through 3 O2 sensors within 18000 miles. Last time they replaced one, check engine light came on before I even left parking spot they had me in. They ended up keeping it 8 days and still could not figure out what was wrong. They were just about to get FCA involved but decided to replace Power control Modular. Seemed to fix problem only until the PCM had a recall on it.

 

[gofastguy]

My gut tells me this isn't an exhaust problem and more than likely a problem with the lifter / rocker arm that has popped up across the 3.6 platform. There are videos on Youtube regarding this. Be polite and professional but keep pushing for answers as well. My dealership bent over backwards because I didn't pitch a fit in the service department. Have an open dialog with the service manager and the head guy at the dealership if you need to. Go up the ladder if things aren't moving such as the regional service rep, FCA corporate etc.

I agree on the valve train. I had mine in last month for a very similar issue (rough running with ESS light) and it was diagnosed as a bad solenoid in the variable valve train. But i was lucky. Only took 2 days!!

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