Gorilla Glass Cracking **UPDATE: covered under warranty**

[Slumpbuster]

2 months in and I have the perfect crack for the warranty. 2 1/4“ at its largest spot. Went into the nearest Jeep dealor(Poway CA) and they had no damn clue at all. I showed them the MOPAR info and they took pics and would call me. They called, butt hurt I did not buy there-$5,000 more then Rob Tractman, why would I? They said I had to contact the dealer I bought from.

texted Rob, he game me their service people and they said it should be covered by any dealership. I called Poway Jeep back and got a nope, your not covered. Called the MOPAR number above(thanks) and they said it’s covered just have the service advisor call their authorization number. did that and he said that’s who I called and they said since it was factory installed and not installed at the dealer it’s not covered.

@JeepCares can we educate your damn service people?
@Jeep cares can you get my windshield fixed and tell me it’s still covered for the 2 years? What really is the warranty period and coverage?

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[Valv910]

Same issue here, cracked windshield this morning

Update ... My windshield will be replaced under warranty.
Ilderton Dodge Jeep in High Point NC.
Appointment on Monday.

 

[AZpueblo]

2 months in and I have the perfect crack for the warranty. 2 1/4“ at its largest spot. Went into the nearest Jeep dealor(Poway CA) and they had no damn clue at all. I showed them the MOPAR info and they took pics and would call me. They called, butt hurt I did not buy there-$5,000 more then Rob Tractman, why would I? They said I had to contact the dealer I bought from.

texted Rob, he game me their service people and they said it should be covered by any dealership. I called Poway Jeep back and got a nope, your not covered. Called the MOPAR number above(thanks) and they said it’s covered just have the service advisor call their authorization number. did that and he said that’s who I called and they said since it was factory installed and not installed at the dealer it’s not covered.

@JeepCares can we educate your damn service people?
@Jeep cares can you get my windshield fixed and tell me it’s still covered for the 2 years? What really is the warranty period and coverage?

I told Jeep Customer Care that my dealer had no clue on how to warranty the repair so I specifically asked them to reach out to the dealer service writer (I gave them the name & phone number too) and asked them to explain it to the dealership and set up the repair. Jeep CC did exactly that and it all went smoothly. Use Jeep CC, this is exactly what they do.

 

[MTGOAT]

Been since April 20th that I took it in and had them look at it. I have reached out the service manager twice since then and my he hasn't been able to give me an answer if they will cover it.

Reached out to Jeep customer care early this week and haven't heard back.

I might just take it to Safelite, make the insurance claim and be done with it.

 

[AZpueblo]

Been since April 20th that I took it in and had them look at it. I have reached out the service manager twice since then and my he hasn't been able to give me an answer if they will cover it.

Reached out to Jeep customer care early this week and haven't heard back.

I might just take it to Safelite, make the insurance claim and be done with it.

Did you call and speak with someone at Jeep CC? My interactions with them (live, not email) were really good. They followed up with an email after the call. I'm surprised they went dark on you if you spoke to them live.

 

[Pinky Tuscadero]

Hopefully, for the new model year 2023 Jeep will just forget the stupid Gorilla and his glass and just have the trunk monkey as an option instead

Definitely worth more

 

[MTGOAT]

Did you call and speak with someone at Jeep CC? My interactions with them (live, not email) were really good. They followed up with an email after the call. I'm surprised they went dark on you if you spoke to them live.

Spoke with them this morning. They are calling my service manager to see what they can do.

 

[geekyrocketguy]

I got my JLUR in January and the Gorilla Glass windshield broke in February with 1000 miles on the odometer. Four months later and at least a hundred calls to Jeep Wave, I finally got a new windshield as a "good will gesture." This morning the local dealership (after installing the windshield!) called me and said I would be billed for the repair and for the loaner car because they hadn't received authorization from Jeep corporate. Yet another call to Jeep Wave and this was straightened out.

0/10, not worth the effort, Jeep customer service is awful, would rather just pay $500 to Geico in the future and get a new windshield in ~1 week instead of four months.

 

[MTGOAT]

Spoke with them this morning. They are calling my service manager to see what they can do.

Jeep closed my case after they asked me to go back to the dealership for them to take photos. Was told it will be handled by the dealership's warranty department. Haven't heard anything back from the dealership since my last visit on 6/24.

I started this process April 20th. Should have just had my insurance replace the windshield.

 

[son-of-odin]

Update from my experience:

On April 12, the windshield cracked (I wrote about this in a post that day). I've been going the email route trying to get it replaced. I have such mixed feelings about this experience--most of them aren't good feelings. It FINALLY got replaced July 13. 3 months and FOUR TRIPS TO THE DEALER to get everything done.

Trip #1: I had to have the dealer take pictures of the crack. My pictures wouldn't suffice. Seems silly, but whatever. RESULT: Corning wouldn't cover the warranty, which seems crazy to me, but Jeep said they'd cover it. So I guess that's the good news.

Trip #2: Dropped it off and heard back after a few hours that they couldn't install it because they didn't get the right windshield (with the camera). Not sure how they didn't order the correct windshield after they took pictures of it, but it happened.

Trip #3: Dropped it off for my scheduled appointment and heard back a few hours later that the third-party installer didn't show up that day.

Trip #4: After lots of complaining, they offered me a loaner vehicle (each trip to the dealer from my house is 15 minutes if there's no traffic; 30-minute round trip, 1 hour total, but my wife was caravaning with me to pick me up when the vehicle was dropped off, then taking me back, meaning we were putting in way too many hours to get this done). The job finally got done.

I don't think the phone call vs emails made a big difference. The problem was mostly with the dealer and the third-party installer. Still, 3 months is a long time to wait. Cross your fingers for me that this one won't break as easily as the last one. My only advice is to be persistent when you are talking with any of the Jeep people. I don't care if Corning covers it or if Jeep covers it--but this is on them. Don't let them tell you otherwise!

 

[MTGOAT]

Jeep closed my case after they asked me to go back to the dealership for them to take photos. Was told it will be handled by the dealership's warranty department. Haven't heard anything back from the dealership since my last visit on 6/24.

I started this process April 20th. Should have just had my insurance replace the windshield.

I have had to take it back two additional times for photos... 4 months and counting since I first started this process

 

[ghstlogic]

Gorilla glass is absolute trash. Driving on the highway today, no rocks/debris hit and cracked about a foot after spraying some washer fluid. Granted it was about 100 out but what the hell. How can Jeep sell something like this?

 

[garykk]

Well add me to the list. Had my Jeep a total of 5 days and a small rock hit it , left a 3” star. Called the dealer and was told they will get back to me.
this glass is worse than cheap aftermarket.

 

[bckly]

Add me to the list! Got a rock chip while driving and went into my local dealerships service dept in Washington and this is how it all happened:

8AM: Arrive at service department and originally told that they cannot do a warranty claim for my windshield so I decided to call and check.

8:30AM: Call Jeep and am told that my GG windshield IS in fact covered by warranty and that they would call the service department to inform them that they should continue with the claim.

9:15AM: I’m back inside with a new service rep and the service department lead and they both confirm with the warranty department that the glass is covered and that they will continue with the claim. They take photos and fill out the claim.

10AM: Finally finished filing the claim and I’m waiting for an oil change and tire rotation.

11AM: Finished with oil and tires and I leave after confirming with the service guy that I’m good on the warranty on his end and they’ll call when the part comes in.

11:20 ish: In the car driving back home and the service guy calls saying that the claim was now rejected by the warranty/claims department but didn’t know why since he was told multiple times it was covered and gave me a number to call to get to the bottom of it.

11:25: I call the number and am told they can’t see anything as to why it’s rejected. But gave some reasons why sometimes things get rejected in general.

11:30: I call the service guy back and he gives me a different number to call since they didn’t have any hard info for me.

At this point I’ve spoken to maybe 5 different Jeep reps in total and worked with 3 service people.

11:45: I call the new number he gave me and they said they’re not the warranty department but they’re customer care and informed me the claim was likely denied because the windshield was installed at the factory as part of my order rather than installed afterwards by a dealer.

12:15: I call the service guy back and he says sorry — want to pay $1800?

@JeepCares can you please help? I’ve gotten the runaround so many times I’m dizzy. We’re just hoping to get our windshield replaced under warranty like it seem like some others have. I’m not sure what next steps I have available. I think I have a case number and certainly photos.

 

[JeepCares]

Add me to the list! Got a rock chip while driving and went into my local dealerships service dept in Washington and this is how it all happened:

8AM: Arrive at service department and originally told that they cannot do a warranty claim for my windshield so I decided to call and check.

8:30AM: Call Jeep and am told that my GG windshield IS in fact covered by warranty and that they would call the service department to inform them that they should continue with the claim.

9:15AM: I’m back inside with a new service rep and the service department lead and they both confirm with the warranty department that the glass is covered and that they will continue with the claim. They take photos and fill out the claim.

10AM: Finally finished filing the claim and I’m waiting for an oil change and tire rotation.

11AM: Finished with oil and tires and I leave after confirming with the service guy that I’m good on the warranty on his end and they’ll call when the part comes in.

11:20 ish: In the car driving back home and the service guy calls saying that the claim was now rejected by the warranty/claims department but didn’t know why since he was told multiple times it was covered and gave me a number to call to get to the bottom of it.

11:25: I call the number and am told they can’t see anything as to why it’s rejected. But gave some reasons why sometimes things get rejected in general.

11:30: I call the service guy back and he gives me a different number to call since they didn’t have any hard info for me.

At this point I’ve spoken to maybe 5 different Jeep reps in total and worked with 3 service people.

11:45: I call the new number he gave me and they said they’re not the warranty department but they’re customer care and informed me the claim was likely denied because the windshield was installed at the factory as part of my order rather than installed afterwards by a dealer.

12:15: I call the service guy back and he says sorry — want to pay $1800?

@JeepCares can you please help? I’ve gotten the runaround so many times I’m dizzy. We’re just hoping to get our windshield replaced under warranty like it seem like some others have. I’m not sure what next steps I have available. I think I have a case number and certainly photos.

Sure, bckly, we can dig into your situation further. Send our team a private message with more details.

Kate
Jeep Cares

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