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

[TIDALWAVE]

Jeep is just carrying on the same family tradition over the decades. High prices, poor quality control, warranty conflicts, dealer & repair department indifference...and especially no planning on new model changeovers.

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[BillyHW]

Jeep is just carrying on the same family tradition over the decades. High prices, poor quality control, warranty conflicts, dealer & repair department indifference...and especially no planning on new model changeovers.

Since 1941.

 

[JeepCares]

I'm right up there with customer dissatisfaction! I've been in the shop with a huge transmission leak, tail light issues, Dashboard message defects, start/stop issues, push-to-start failure, and push-to-stop issues (among others!). My Jeep looks great in the driveway, but I'm pretty much afraid to pull it out onto the road. Jeep Care (Less) isn't impressing me and I'm losing a lot of time from work dealing with this nonsense. It's unfortunate, since my 2015 was absolutely perfect.

Hi Seansun01,
We're glad you've reached out with these concerns. This is not the experience we hope for for our new JL owners and would like to extend our sincerest apologies. Please send us a PM so we can look into assisting you further.
Julie
Jeep Social Care Specialist

 

[ckorte13]

Update on post #83

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 they 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.

WOW! Horrible! How are things now?

 

[COBill]

Jeep is just carrying on the same family tradition over the decades. High prices, poor quality control, warranty conflicts, dealer & repair department indifference...and especially no planning on new model changeovers.

Yep.

My favorite experience - I was having problem with water leaking into the ventilation system of my TJ and dripping out at the lowest point, the blower motor resistor, and took it in to be fixed.

This was on a Friday, and I was told my Jeep was ready (at 5:30), come pick it up.

They pull my Jeep around (meaning the lot person had to see this) to be greeted by my entire passenger side ventilation system lying in pieces on the passenger floor.

I went in to complain and was told "Oh, the service techs all went home, come back Monday morning."

That was fun, but one of only many tales over three years of monthly service visits to my dealer.

 

[BeeLDub]

Yep.

My favorite experience - I was having problem with water leaking into the ventilation system of my TJ and dripping out at the lowest point, the blower motor resistor, and took it in to be fixed.

This was on a Friday, and I was told my Jeep was ready (at 5:30), come pick it up.

They pull my Jeep around (meaning the lot person had to see this) to be greeted by my entire passenger side ventilation system lying in pieces on the passenger floor.

I went in to complain and was told "Oh, the service techs all went home, come back Monday morning."

That was fun, but one of only many tales over three years of monthly service visits to my dealer.

I had one like that where my JK had a recall on the shifter and when I picked it up, the plastics and boot from around the shifter where all laying on the passenger floor. I go back in and asked them WTF that was about? The service manager apologized, said all techs had left, and offered to "give it a shot."

After seeing him look like he was trying to put a puzzle together with no clue how it should end up, I asked him to drop everything, I'm keeping the rental for another day, and to have it fixed in the morning. When I returned, it was together, but there was a spare screw laying in the cup holder. I was told it wasn't needed...

Next time, I went to a different dealer, he had asked if I was messing around in there. I told him no and what had happened at the previous dealer, and he laughed at their poor workmanship

 

[carolinaclan]

C

The attorney's fees were paid by the manufacturer, I had a retainer agreement up front that did not require an agreement, essentially it was like a contingency agreement (no award, no fees) in that regard. I'm no lemon law expert, but I think in some states the manufacturer is responsible for your legal costs if you are forced to hire an attorney to press your claim. Definitely worth checking out the law in your state, if you are having problems - if you know you have a lemon up front, why bother going through weeks or months of warranty work for a $50K+ vehicle?

can you provide the attorney you used ? I am also in NC and my JL has been in the shop more than in the road in 2 months and they still can’t figure out the issue and fix. I am at the end of my patience and need to hire lemon law attorney

 

[old8tora]

Jeep is just carrying on the same family tradition over the decades. High prices, poor quality control, warranty conflicts, dealer & repair department indifference ...and especially no planning on new model changeovers.

Change to [ INCOMPETENCE ] ( worse than indifference )

 

[old8tora]

Well i’ll Put my experience up against yours! ... So how does that compare? Sure wish we had the lemon law or I had money to afford a lawyer back then!

Sorry for laughing , @Turfman ; but that was a Classic Jeep story for all time .

 

[millerjl]

Were you expecting BMW-like quality and customer service standards? Many people in this forum will tell both are lagging far behind other carmakers- let alone German luxury marquees. And that’s honestly part of what you pay for when you buy BMW- the experience and service. Does it suck spending that much and not getting the same quality? Yes, but it shouldn’t come as a surprise. FCA is consistently below average in every JD Powers study and people are aware of this.

I am dealing with the same issue but with a brand new BMW 230i. Died on the freeway twice at 65mph. Wife nearly got killed. Been screwing around with dealers and BMW NA for buyback. Was my first ever BMW. Dumping it and got a JLU Rubi. Has been a month already and still waiting for my money from them...

 

[old8tora]

I am dealing with the same issue but with a brand new BMW 230i. Died on the freeway twice at 65mph. Wife nearly got killed. Been screwing around with dealers and BMW NA for buyback. Was my first ever BMW. Dumping it and got a JLU Rubi. Has been a month already and still waiting for my money from them...

Good Thinking ! I know a lady who had problems with Mercedes . On my recommendation she bought a JKU , and she later thanked me . One of her problems with Mercedes was the dealer was gaming her to pay for frequent electrical problems , even though she was under warranty . At one point the service people called her and told her she needs to pay $10K . She was wise enough to know they were gaming her , so she took my advice . She had money , so she thought it was better to move on to an American vehicle than pay an extra $10K nor make a federal case out of it . They were doing it to her because she was a naiive person , is my guess .

 

[old8tora]

Were you expecting BMW-like quality and customer service standards? Many people in this forum will tell both are lagging far behind other carmakers- let alone German luxury marquees. And that’s honestly part of what you pay for when you buy BMW- the experience and service. Does it suck spending that much and not getting the same quality? Yes, but it shouldn’t come as a surprise. FCA is consistently below average in every JD Powers study and people are aware of this.

I know you are a good and sincere person , but I respectfully disagree with you . Your point is that BMW and German quality and customer service is better than FCA . You use the term "BMW-the experience and service". That is sales and advertising propaganda .

Jeep has never claimed to be of the finest quality , with the most servile customer service . Jeep can truthfully claim to have a heritage of military toughness and mechanical durability ( for many years ) . It is the truth ; I drove an M-151 in war .

The problem now is FCA's Marachino is copying BMW and up-selling wuss electronics , and out-contracting important mechanical work , such as welding frames , to robots made in China . Once you copy German wuss electronics and aspire to China robots , in order to gouge Americans , everything inevitably goes downhill .

 

[ocrejects]

I know you are a good and sincere person , but I respectfully disagree with you . Your point is that BMW and German quality and customer service is better than FCA . You use the term "BMW-the experience and service". That is sales and advertising propaganda .

Jeep has never claimed to be of the finest quality , with the most servile customer service . Jeep can truthfully claim to have a heritage of military toughness and mechanical durability ( for many years ) . It is the truth ; I drove an M-151 in war .

The problem now is FCA's Marachino is copying BMW and up-selling wuss electronics , and out-contracting important mechanical work , such as welding frames , to robots made in China . Once you copy German wuss electronics and aspire to China robots , in order to gouge Americans , everything inevitably goes downhill .

Ladies and gentlemen, this is my first JL you are I’ve ever owned and I cannot be more ecstatic, enthused, overjoyed with this vehicle. It is straight out bad ass. Look I understand that in every past year there is a wolf, however, there are more good ones and bad ones and they did not expect the overwhelming of this product. To be straightforward they were not prepared for this and shit happens. And I feel bad for all the things that of happened to the people who have enjoyed the honor of owning a jeep maybe for the first time or maybe in a while.
If you’re not happy get rid of it if it can be fixed just fix it it’s not rocket science. I know there are many others who have had way more enjoyment with their jeep then I ever probably ever ever ever wel if you’re not happy get rid of it if it can be fixed just fix it it’s not rocket science. I’m in it for the long-haul, good or bad this is the best damn car I’ve ever owned and best community of people I have ever interacted with. To put things in perspective, nothing better than the waves, I feel good every time that I wave or somebody waves at me .

 

[JeepJL18]

I am dealing with the same issue but with a brand new BMW 230i. Died on the freeway twice at 65mph. Wife nearly got killed. Been screwing around with dealers and BMW NA for buyback. Was my first ever BMW. Dumping it and got a JLU Rubi. Has been a month already and still waiting for my money from them...

I've had 6 bmws the last 11 years. Absolutely the worst service from any manufacturer I've seen.

I switched to jeep and seems to be much better. Atleast in Raleigh, Nc dealerships.

 

[COBill]

The problem now is FCA's Marachino is copying BMW and up-selling wuss electronics , and out-contracting important mechanical work , such as welding frames , to robots made in China . Once you copy German wuss electronics and aspire to China robots , in order to gouge Americans , everything inevitably goes downhill .

You say that, but my 1997 TJ was certainly the worst quality vehicle I've ever owned, and it involved no Chinese robots or German wuss electronics.

It did involve a lot of stupid decisions made at Chrysler that should have been obvious but for some reason were not.

Perfect example: Who would have thought that open cowl grille slats immediately above the air intake for the HVAC system would allow rain to enter it and drip out onto the passenger floor at the lowest point in the system. Gosh.

Then there are the seat belt retractors that would stop working when the mechanism got lightly dirty. Not muddy, not trail running dirty, but dare to put the top down dirty.

I could go on and on, but basically reliability has never been Jeep's forte - at least not reliability in a way people normally expect from their DDs.

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