Day 45 - Escalation

[bumpit]

Im not upset it didnt start until then. And FCA would have had that info I'm sure. I'm sure they dont like to advertise it but even letting customers know it hasn't started yet would have been nice to info to pass to your customers. Maybe the dealership didnt know maybe they did. Even knowing that I would have still ordered because most of the jeeps around here are all 4 door and most of the 2 rubicons door I found were the 2.0 which I didnt want.

It's not a risk of preordering as much as it is a new vehicle and their process isn't firing on all cylinders yet and I'm good with that.

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[cns721]

Jeep Chat told me that the order can be in D1 status for up to 6 weeks since the date it became D1. Once it passes 6 weeks and the status doesn't change, I plan on escalating it.

 

[Carlton]

Jeep chat has never had information for me besides D1 for almost two months and no ETA.

My dealership showed an ETA of 11/3 which never happened. They also lied to me and told me the jeep was built. I plan on calling them again this week to get some answers.

I'd probably be better off placing a new order. I bet it would end up being built before the original order...

 

[Ohwillyb]

Just in from Jeep Chat...

 

[N75]

LOL! I did my daily Jeep Chat session after the 11:30am JG update (still D1) and the guy was a new name, and left me hanging mid conversation for 5+ minutes so I bailed. I'm encouraged though, there are orders on here already built with all the whacky options I picked including the power top, so it really could be anytime now!

 

[Ohwillyb]

LOL! I did my daily Jeep Chat session after the 11:30am JG update (still D1) and the guy was a new name, and left me hanging mid conversation for 5+ minutes so I bailed. I'm encouraged though, there are orders on here already built with all the whacky options I picked including the power top, so it really could be anytime now!

I'm hoping on a 11/15 build.

 

[Carlton]

Here is the contact information if someone is interested.

View attachment 110279

This number is incorrect. I contacted them and they were very confused. I was put on hold and when the agent came back they told me that this department doesn't have anything to do with orders or vehicle tracking. They cannot check status or do anything in regard to orders. They are the general FCA customer satisfaction department.

 

[Ohwillyb]

This number is incorrect. I contacted them and they were very confused. I was put on hold and when the agent came back they told me that this department doesn't have anything to do with orders or vehicle tracking. They cannot check status or do anything in regard to orders. They are the general FCA customer satisfaction department.

I got the same thing first time I called. I got a dealer in Canada he told me to call the number again and it went through. Just ask for jeep customer care.

 

[Carlton]

I got the same thing first time I called. I got a dealer in Canada he told me to call the number again and it went through. Just ask for jeep customer care.

The first time I called nothing happened. I called a second time and heard laughing and talking. I said hello a couple times then the agent finally responded. She eventually told me to just use the regular customer care number listed on the Jeep site, as she couldn't help me. I mentioned the email address, and she said she never heard of it, and didn't know what it was for.

I called the regular customer care line and was once again told D1. This agent, along with the last agent I spoke to, said there may be something wrong with my order. The order isn't showing the normal information...

 

[Ohwillyb]

The rep I talked to gave me this number to call back 877-426-5337
So I will call this number to escalate my claim on 11/21

 

[Joeymon1]

LOL! I did my daily Jeep Chat session after the 11:30am JG update (still D1) and the guy was a new name, and left me hanging mid conversation for 5+ minutes so I bailed. I'm encouraged though, there are orders on here already built with all the whacky options I picked including the power top, so it really could be anytime now!

Are you really on with jeep chat on a daily basis?
I thought I was a PITA with once a week.

 

[Ohwillyb]

Are you really on with jeep chat on a daily basis?
I thought I was a PITA with once a week.

I'm about every other day. So maybe I am a PITA and that's why I don't have a Jeep!!.... LOL

 

[N75]

Yes, now that 95% of the 9/29 D1 Jeeps we have visibility to have been built, I contact them once per day to see what they say.

They told me 1-2 business days for outreach on my case. Today was day 3 with nothing, so I asked. Got a very nice rep Andrew who looked into the case and said they haven't emailed me because THEY'RE waiting for an update on my build status. He added a note to the case requesting that they communicate with me they're awaiting an update themselves.

A+ to Andrew at Jeep Chat. That's all I'm looking for, some communication!

 

[mymodemisbroken]

I contacted jeep chat today and got the same girl, "Crystal", that I got two days ago. She said on Tuesday they would escalate me if there wasn't a change in status. Today she escalated me and said they would send me an email once the status changes. I am not holding my breath.

 

[PEABUDY]

Good morning fellow JL waiters!

For those of us that placed our 2019 orders in September and went D1 on 9/29, today is day 45! I just received another D1 status update from Jeep Chat, so I asked to be escalated and was assigned a case number for the "tracking department".

Now, every order is unique and they just started building 2019's on 10/29 so I have no problem with waiting my turn down the assembly line. The reason I escalated was to push for better communication.

I placed my first order in February of 2018 and cancelled within 6 weeks, because nobody could tell me which month or even which quarter the Jeep would arrive in. It didn't look promising, so I picked up a JK so I wouldn't be Jeep-less for the summer. That worked out well, because my order arrived at the dealer in 5 months and 3 weeks from placing the order - second half of August. That's February order, August delivery. Yikes.

In telling friends about the new order (with much enthusiasm) they're all joking what decade the Jeep will come in, and that Jeep is one of the only companies that can treat customers this way and get away with it - and they're right.

So I encourage anyone that reaches a point where escalation is possible to do so, even if it's just to voice that you would like better communication and better order tracking. People are juggling lease end dates, trade in value losses, interest rates climbing, or milking a nearly dead vehicle just another couple months. Having a realistic estimate of delivery on something this expensive is fair.

Thanks for reading, and I hope everyone has a new Jeep for the holidays!

Jesse

So did your dealer give you delivery date when you ordered the second time?

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