I've probably had the worst experience out of anyone that's received their JL

[PavementWarrior]

I dunno, I really like the looks of the new JL, but I am not into an offroad vehicle I cant trust.

The dealership might have helped more, but that does not change the fact the vehicle is basically failing from factory. Stuff happens, but Wranglers have not had a good reliability rating, and it maybe dropping with all the new electronics (obviously dont know yet)

I keep hearing horror stories on stuff not getting fixed and long waits for parts.. not really what I want to hear as a buyer

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[offcamber]

I dunno, I really like the looks of the new JL, but I am not into an offroad vehicle I cant trust.

The dealership might have helped more, but that does not change the fact the vehicle is basically failing from factory. Stuff happens, but Wranglers have not had a good reliability rating, and it maybe dropping with all the new electronics (obviously dont know yet)

I keep hearing horror stories on stuff not getting fixed and long waits for parts.. not really what I want to hear as a buyer

You are going to find that in every "all new" vehicle released by anyone. I've had 10 Jeeps in 25 years. I've had problems with 2. Every single one of them have been tortured by my hard driving, sometimes lacking maintenance and bad conditions. My JK was the most problematic but in the end, it was reliable, after I got the kinks out of it. I wheel my Jeeps fairly hard and I've only been stranded on the trail once (broken tie rod on my WJ). Every other one, has gotten me home every time.

 

[Hip2u77]

Actually in situations where parts are not available, a company that cares about customer satisfaction would give you a new one. It’s not your fault that they do not have parts. You buy a car and pay 55k, you expect it to work. They better deliver.

LOL. That's not how it works.

Yeah like « Oh sorry Bud, that $25 part is broken, we’ll just give you another 50k ride and swallow that first one as a clear loss lol

Nobody is saying he should get a free Jeep, a good dealer would take it back and put him in a different one, as one did for the guy that got stranded on the side of the road on his way home from the dealer. (Read below) Also, back in 2013 I bought a new '14 Mustang GT 6-speed and hated the way it shifted. I called the dealer, told them I didn't like it and they took it back and I had a '14 GT auto the next day. They lost almost 3k but did what they needed to keep a customer happy. A GOOD dealer will get it done.

It was our jl. No big deal they took it back. Going to fix it and we will be back on the road. It happens I don't think it's anything that speaks to the overall reliability of the jl. Things break and that's just part of owning something mechanical. The dealer is great to work with and took us right in without question. Took us to lunch and even offered to put us up for the night since we are 6 hours away.

It was a communication error between the trans and shifter. It ended back up at the dealer and they swapped it out for us for an identical one they had there. Our current one drove all the way back to NJ fine and I've put 580 trouble free miles on it so far.

 

[dwoodwo1]

You should post two complaints to the BBB (Better Business Bureau). I have always had success there. Both Jeep and the dealership will go out of their way to get BBB issues resolved, because it hurts their reputation to have unresolved complaints. Worth a shot. The last time I complained on it, I had a dealership contacting me every day to make sure my issue was resolved.

 

[LSUMaze]

Yeah like « Oh sorry Bud, that $25 part is broken, we’ll just give you another 50k ride and swallow that first one as a clear loss lol

Actually it's not that unheard off. It has happened before multiple times, and even on this forum some have mentioned it.
If there are no parts available in the short future, it's their responsibility to take care of you.
BTW product failure costs area already factored into the price, don't worry, they know what they are doing...

 

[BeeLDub]

In the meantime I notified @JeepCares and they created a case for me and said my case manager would reach out to me within 48 hours. Of course, no call.

As I mentioned in your original post, do not get your hopes up with the case manager. They are no help. They make you schedule your appointments. They make you contact the dealer. They make you arrange a rental. They do nothing. I's just a person, who you can often barely understand, that makes you think your issue is in better hands, when it is really no different. PM me if you want a little more info about how to handle them, I've had at least 5...

I take the Jeep in at 8:00am making sure they have plenty of time to diagnose. At 4:00pm I hadn't heard anything, so I call them. They guy responsible for my Jeep is on the other line and they tell him to call me back. He finally calls back at 6:00pm to inform me that they haven't even touched my Jeep because they were too busy! What's the point of the appointment?!

I've had these same issues with my dealership. I've made so many appointments, many of them ended in the dealer stating "Could not replicate customer's concern" which reallllllly pisses me off. SOOOO, I started making appointment to take the service tech for a drive to show him my concerns. I would show up, and he would either be too busy, or NOT EVEN THERE... So finally, I started just swinging by to show them my issues, and they said I need to make an appointment (yeah, cause that makes any difference). Even when I'd make an appointment to show them my issues, we finally get the chance to drive it and they acknowledge my concerns, they won't keep it. They make me schedule ANOTHER appointment for the actual service. It's the most frustrating thing ever! I feel your pain.

As of right now I have a $55k Jeep that's been drivable 2 hours out of 11 days of ownership. This is the WORST customer service I have ever had with any product I have ever purchased, especially at this price point. Lemon law in TN is 4 attempts to fix, or thirty days in the shop the first year. I'm halfway there and I pray FCA doesn't wait until I have to enforce state law to make it right.

Am I being unreasonable? Honestly, tell me if I am. I understand it's a new model and problems come up, but what has me really upset is that no one wants to take responsibility, and I'm having to put way too much time and effort into a brand new Jeep.

You, 100000%, are not being unreasonable. Save EVERY bit of correspondence, save EVERY receipt and service record, and keep track of everything! Once you get close to the Lemon Law requirements, reach out to a lawyer, or 2. Get some opinions from them about your case.

Again, PM me if you want more info

 

[thenewrick]

Wow! That is terrible customer service and build quality!

I bought my Tesla from a used car dealer. It wasn’t certified preowned or bought from Tesla. It had some minor issues so I called a service center about 3 hours away. They sent someone all the way to my house, dropped off a new loaner Tesla, took my car back to the service center, repaired nearly everything I mentioned, gave me free $500 accessories, fully detailed my car, gave me regular updates, and brought it directly back to my house for $0. And your Jeep was new, warrantied, AND had, “Jeep Cares”. Holy cannoli.

 

[COBill]

Call your local TV stations and see if they might be interested in doing a story.

Unfortunately, this sounds like standard Jeep dealer and corporate behavior; it was certainly no different when I owned my TJ (the best part was the dealer "paid" for a "free" rental, and then a few years later the rental company went out of business and their accounts sold by the bankruptcy court so my account was sent to a collection agency because the dealer never did pay for it,. When I complained to the dealer they said they had no records of ever offering to pay for a rental as it was against their "policy" to pay for one, so my "free" rental car ended up costing me well over $200 in interest and fees for one day's use of a Camry. Yes, they're still a Jeep dealer today.)

Meanwhile, this worked for me in forcing GM to buy back my 1988 Chevy Cavalier Z24 way back when:

https://www.bbb.org/autoline/bbb-auto-line-process/how-bbb-auto-line-works/

The OP should keep this in mind:

A nonconformity that "substantially impairs" a vehicle -- renders a vehicle unsafe, unreliable, or valued lower than its average resale market value -- is considered a lemon. The manufacturer, through the dealership, has a duty to repair any nonconformities. If the same nonconformity has been worked on at least three times without remedy, or if the vehicle is out of service for more than 30 days, it is subject to the terms of Tennessee lemon law.

​

 

[Goin2drt]

Do not listen to these people telling you it is what is is and should be expected because it is a new model, BS.

You just spent $55k on a rig, it should be right. Sure there may be issues but every other company takes those initial issues very seriously and actually go above and beyond on the first guinea pigs. No you should not be ok with a scratch and a scuff on the interior. Those scratches and scuffs are for you to do on your rig.

Until you hit the lemon law the dealer AND Jeep should be bending over backwards. You should be in a comparable loaner and you shouldn’t have to be doing any of the leg work. Those are just horrible excuses and it just doesn’t happen with every manufacturer. I buy about a car a year for the last 25, have had multiple brands, have had plenty of issues and NEVER has a company treated me like you are being treated. You should see Cadillac and the new ATSV I had some initial problems with, unbelievable customer service.

Don’t buy the “deal with it” bs. Keep records and yell from the highest mountain until things get right.

 

[Rob]

Its hard to read about the problem your having with your new jeep. I think we would agree that when you buy something new you' have a certain expectation that everything will be perfect. Unfortunately so many variables come into play. Im reasonable enough to not have any problems with FCA Jeep or the Dealerships having to replace parts to fix problems as they are identified.
Its troubling knowing that I'm waiting for a JLUR that I've ordered and would hate to be treated the same way. You've gotten some good advice from fellow readers, and know now that your not alone. Whats not acceptable is the lack of customer service shown to you by FCA Jeep and the Dealerships. At the very least they should supply you with a loaner free of charge while they work on resolving this issue. What makes makes an American company an Icon is when they meet and exceed your expectations. You are not being unreasonable, and have been very patient. I hope they start resolving your issues, keep us posted.

 

[TIDALWAVE]

I am starting to get nervous. I am planning on buying a JLUR but this story is bringing back bad Chrysler/Jeep memories. My TJ developed warped tailgate hinges, from hanging a OEM wheel on it; my Dodge van was in the shop for 4 out of the first 6 weeks with suspension problems (service manager actually threw the keys at me while swearing...total frustration on his part...brought it to another dealer and they fixed the problem in 15 minutes!); my Jeep Liberty blew its automatic transmission in its first thousand miles and it took 2 months fighting with Jeep to get it replaced, at 3 years 3 months the engine computer(s) began to malfunction...solution...replace ALL computer chips for >$1000 and see if that would fix the problem with no guarantee. I traded it in for a Toyota...totally problems over 8 years: sticky window switch.

 

[JeepCares]

You may be familiar with my post about my Electronic Throttle Control failure
https://www.jlwranglerforums.com/fo...malfunction-towed-jlur.3739/page-3#post-80999
Here's how everything has unfolded:
Picked up my JLUR on Saturday, 2/10 at 6:00PM, drove it 60 miles home, then took it for a cruise. At 65 miles, throttle goes out while driving, and I pull to the side of the road call Jeep roadside assistance. They send a tow truck that doesn't get there for 2.5 hours. It's raining and now 1:30AM. I uber home.
It sits at the dealership closest to my home (not the one I purchased it from) until Monday morning when I get a call from service letting me know tey received my Jeep. The next day, they tell me It's the ECU and it will be a week before they even get the part.
I visited the dealership that I purchased it from and they really didn't seem to care. As long as it was getting fixed, they couldn't care less that my brand new Jeep was in the shop for a week. They asked if I needed a rental, that was the extent of their "customer service". They then referred me to Jeep Cares for any type of support.
In the meantime I notified @JeepCares and they created a case for me and said my case manager would reach out to me within 48 hours. Of course, no call.
Finally pick it up on Friday, 2/16 and take it home. There's a scuff on the passenger's seat and my painted tow hook is scratch badly. I call the dealership and they say it's the towing companies fault and they aren't responsible. They tell me to contact the towing company. Remember, it was Jeep Cares that called for the tow so I don't have the company's name. Saturday morning I take it for a spin and check engine light comes on. It did this just before it broke down last time, so I immediately drove it the 3 miles home.I didn't want to chance it breaking down again on the side of the road. I called Jeep Cares and was told to leave it parked until my case manager (which never called before) reaches out to me on Monday. By the end of day Monday, no call.
I call the Jeep Cares number and get to speak with someone who I guess is now my case manager. He offers to get it towed, which I declined, I'll just take my chances driving it given my previous experience. He also offers to find the tow company's info so that I can call them and shake them down for repair. Yay, more time and effort for me. He also informs me that FCA cannot compensate me for my time/trouble in any way. He puts this responsibility on the dealership that told me the exact opposite. He then calls the dealership and schedules an appointment with me there on the line with him.
I take the Jeep in at 8:00am making sure they have plenty of time to diagnose. At 4:00pm I hadn't heard anything, so I call them. They guy responsible for my Jeep is on the other line and they tell him to call me back. He finally calls back at 6:00pm to inform me that they haven't even touched my Jeep because they were too busy! What's the point of the appointment?!
As of right now I have a $55k Jeep that's been drivable 2 hours out of 11 days of ownership. This is the WORST customer service I have ever had with any product I have ever purchased, especially at this price point. Lemon law in TN is 4 attempts to fix, or thirty days in the shop the first year. I'm halfway there and I pray FCA doesn't wait until I have to enforce state law to make it right.
Am I being unreasonable? Honestly, tell me if I am. I understand it's a new model and problems come up, but what has me really upset is that no one wants to take responsibility, and I'm having to put way too much time and effort into a brand new Jeep.
@JeepCares is there anyway to escalate this to management?
Thanks for reading guys!
*Edit
I forget to mention my speakers went out 5 minutes after leaving the dealership for the entire hour long ride home. Service couldn’t recreate the issue.

Hello Stuweeks,
I've followed up with you on another post and in PMs as well. I see that you have been in contact with my colleague, Jenn on Facebook too. If you do require any assistance in addition to your cases that are being managed, please feel free to follow up on our PM thread. These are certainly no the situations we hope to hear from our customers and would like to make sure all avenues of assistance are being looked into.
Julie
Jeep Social Care Specialist

 

[cdrober]

Over the last 4 years I've had 2 issues:

1. A faulty battery, but they towed my jeep, replaced it and gave me a Town and Country to drive for the few hours until they had the issue diagnosed and fixed (there was concern the battery failure may have damaged the electrics). Battery replaced and no issues since.

2. Issues with my navigation system showing "Guidance by Garmin" and not updating. This appears to be worse in the hot summer months (no issues now for the last 4/5). I have it covered under my extended warranty I bought, and they did say they will replace it, but waiting until it occurs again before I press on this since it is a $100 deductible.

I hope this is the extent of your issues and that you have a fully functioning JL going forward for as long as you want to keep it.

 

[Rob]

Julie, Can you advise what the normal response from FCA Jeep or the service manager at the dealership that this issue occurred should have been. There are numerous people with Jeeps on order along with new owners that would like some clarification should we encounter any issues.

 

[Snerf]

It seems amazing to me that (some) people are willing to put up with these types of reliability issues and extraordinary poor customer service experiences. Excusing these problems by saying it's a "Jeep thing" certainly has the familiar ring of the Stockholm syndrome.

Life is way too short for these kinds of emotional, time consuming & expensive hassles. There are families, friends, and careers that need to be focused on with minimal OH and outside distractions. This is why people drive CUVs from Honda & Toyota as their DD - it takes the car out of the picture of extraneous things that need to be dealt with.

While some are screwing with dickly, uncaring manufacturers, dealers and service reps, your colleagues are working OT for the next promotion, walking their dogs, going to their kid's school play/game, or having a quiet dinner with their SO. This stuff adds up - you get off the mark over something as stupid and superficial as a vehicle, and the results begin to really show 5-10 years down the line.

Our Jeep should be delivered within the next week. It's our 3rd car for weekend and fun driving. Knowing the issues already popping up gives pause, but we're ok because this is essentially a hobby vehicle. But buying a Jeep as a primary driver seems to be an act of lunacy and self sabotage. Is an image really that important?

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