Dealer Appointments, why??

[Troutster]

Never got a call on Monday, like I was told I would. Been out of town for the past couple of days on business. I guess it is my responsibility to check in on the status of my vehicle. As a first time Jeep owner, and this being my first service appointment, this dealer has no concept of customer service. Would have expected a call stating “hey, this is the issue, and this is what is being done about it”, or “hey we are waiting on a part”. Nothing but crickets. I wish more dealers realized the correlation between the service departments performance, and future sales... As of right now, my Jeep has been at the dealer since 3/7, and I have no idea what the status is???@JeepCares

What is the name of the dealership?

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[Willcbooth]

I think a lot of us in DFW would like to know what dealership...I went to get a tire plugged at AutoNation in North Fort Worth and they told me it would be several hours and I would have to contact the dealer I purchased the Jeep from to verify my wheel/tire coverage. I drove down to Meador where I purchased the Jeep, and got it done in about an hour and a half. I also made an appointment for my first oil change at Meador, and waited for 3 hours before it was done which I thought was ridiculous since I made an appointment. Certainly not the service I grew accustom to from Sewell Lexus and Infiniti, but I was honestly expecting that with to come along with the Jeep.

 

[BLLFRG]

I have been lucky with my F-150 and local Ford dealership. It took a few visits to get to this point, but there is 1 person I go to for appointments, scheduling, etc. She takes care of my truck and my wife's Edge, plus our renter's Mustang. If she isn't available (as was the case last year when she was out for maternity leave), she made sure if any of us came in that we talked to a specific person only. She even followed up after she came back. Basically, if we have an appointment she makes sure our vehicles get looked at within the first 30 minutes of dropping off. We understand that sometimes schedule get shifted, but 30 minutes is an awesome window. Doctors can't even do that.

In my experience, it isn't the overall dealership, as many have slacked away from understanding what customer service truly is, it is the people. You just have to find the dealer with the one that cares.

 

[JeepCares]

Never got a call on Monday, like I was told I would. Been out of town for the past couple of days on business. I guess it is my responsibility to check in on the status of my vehicle. As a first time Jeep owner, and this being my first service appointment, this dealer has no concept of customer service. Would have expected a call stating “hey, this is the issue, and this is what is being done about it”, or “hey we are waiting on a part”. Nothing but crickets. I wish more dealers realized the correlation between the service departments performance, and future sales... As of right now, my Jeep has been at the dealer since 3/7, and I have no idea what the status is???@JeepCares

Hi Wzabrouski,
We are sorry to hear that you have had this experience. If you would like some additional assistance, please send us a private message.
Alex
Jeep Social Care Specialist

 

[Chocolate Thunder]

It has nothing to do with the brand of vehicle. Find a better dealer.

This is not correct. There are a number of luxury brand dealerships where the service experience is routinely excellent. This is one of their selling points and is used as partial justification of the sales price of the vehicle and the high labor rates they charge. Typically German luxury brands as well as some of the Japanese ones. In my market even some domestic luxury brands have to offer service excellence because there are many of them. There’s 12 Cadillac dealers near me.

I’ve never heard of a Jeep dealer with a very attractive concierge who takes your order for complimentary Starbucks or even lunch if you’re waiting in their lounge all day for service. My wife’s Lexus dealership arranges to have a nail technician come do a mani pedi if she schedules service in advance.

 

[TIDALWAVE]

Think of your dealership as a social club. The more of a 'pal' you are to the service manager, the more precise your service. I have had my local Ford dealer repeatedly move me to the end of the line for a simple oil change: "your next in line at 7 AM...still not in at Noon!" (I no longer will have anything to do with them, service or sales!)

 

[Willcbooth]

This is not correct. There are a number of luxury brand dealerships where the service experience is routinely excellent.

Agreed! I can pull up to the Lexus dealership for an oil change and drive off for the rest of the day in a loaner. Typically, my oil change is done in less than an hour, and I almost never make an appointment. There is a huge difference in service from a luxury dealer, and everyone else.

 

[californiajeeping]

So I made an appointment last Tuesday to drop my JL off for a couple of issues. Appointment was scheduled for yesterday at 9:00. Called today to get an update and they stated they haven’t had a chance to look at it? After almost 2 days of it sitting there? What’s the point in making an appointment, if it is just going to sit there? Why does this make no sense to me?

Because Jeep needs to do something to keep tied for last place in customer satisfaction surveys - https://www.jdpower.com/Cars/Ratings/Dealership-Experience/2018/CSI

 

[The_Phew]

There is a huge difference in service from a luxury dealer, and everyone else.

That's not universally true; my local BMW dealership is a clown show: twice I dropped my car off to have three things done, and they did exactly one of those things then called it a day. At least they always put me in a brand new X1 loaner.

My local Toyota dealership (different ownership umbrella) is flawless about service, though. That same ownership group runs the Jeep dealer, so hopefully it's the same story there. Although their sales department does NOT inspire confidence; I went to test drive a 6MT Rubicon, and the guy stalled it like 5 times in the parking lot (which I didn't even think was possible, since 1st gear is so short in the Rubi) and there was like 4 drops of fuel left in the tank.

 

[hotttdogggg]

This is not correct. There are a number of luxury brand dealerships where the service experience is routinely excellent. This is one of their selling points and is used as partial justification of the sales price of the vehicle and the high labor rates they charge. Typically German luxury brands as well as some of the Japanese ones. In my market even some domestic luxury brands have to offer service excellence because there are many of them. There’s 12 Cadillac dealers near me.

I’ve never heard of a Jeep dealer with a very attractive concierge who takes your order for complimentary Starbucks or even lunch if you’re waiting in their lounge all day for service. My wife’s Lexus dealership arranges to have a nail technician come do a mani pedi if she schedules service in advance.

My dealer has a nice lady who gives me a massage if its warranty work. Service delivered with a happy ending.

 

[TimmH]

My dealer has a nice lady who gives me a massage if its warranty work. Service delivered with a happy ending.

Robert Kraft is that you?

 

[Tacoman03]

That's not universally true; my local BMW dealership is a clown show: twice I dropped my car off to have three things done, and they did exactly one of those things then called it a day. At least they always put me in a brand new X1 loaner.

My local Toyota dealership (different ownership umbrella) is flawless about service, though. That same ownership group runs the Jeep dealer, so hopefully it's the same story there. Although their sales department does NOT inspire confidence; I went to test drive a 6MT Rubicon, and the guy stalled it like 5 times in the parking lot (which I didn't even think was possible, since 1st gear is so short in the Rubi) and there was like 4 drops of fuel left in the tank.

I agree here, between multiple BMW and Jaguar/Land Rover dealerships for service, Jeep has been the most consistent(barring 1 incident in 10 years) with regards to respecting my time, work completed.....I will say, the irony is since moving to a small town(moved form DFW to Fayetteville, AR) the services are 10 times better and they have NO competition...they just do it because its the right thing to do...unfortunately, the wife loves the LR Brand, so no choice on that one...I just let her take her car 2 hours away for service(she knows if i take it, and they act the way they do, i might not come home with her car!!!!)

 

[Twistedfab]

This is not correct. There are a number of luxury brand dealerships where the service experience is routinely excellent. This is one of their selling points and is used as partial justification of the sales price of the vehicle and the high labor rates they charge. Typically German luxury brands as well as some of the Japanese ones. In my market even some domestic luxury brands have to offer service excellence because there are many of them. There’s 12 Cadillac dealers near me.

I’ve never heard of a Jeep dealer with a very attractive concierge who takes your order for complimentary Starbucks or even lunch if you’re waiting in their lounge all day for service. My wife’s Lexus dealership arranges to have a nail technician come do a mani pedi if she schedules service in advance.

My Jeep dealership offers donuts and coffee every day.

 

[JeepSmash]

This is typical of every dealer i've ever been too. I can't count how many times I made an appt at 7am, got up early, got a ride home, waited around all day and they didn't even bring the car back for service until 2pm. Most of the time, all that waiting is met with "we couldn't reproduce the issue, or no issue found".

I will add, I've never owned a luxury brand but I have owned most major manufacturers. Ford, Chevy, Pontiac, Toyota, Honda. The best service I had out of all was Pontiac. Go figure.

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