Jeep.com Chat

[jeremyjeep]

I just spoke with "Delores" in Jeep.com chat at 10:45pm EST 4/18/2018. She said that they NEVER give out status codes and that she has been there for 6 years. lol I have requested codes via Jeep.com chat before, and they provided 100% of the time without hesitation. No problem until now. She said the policy changed that they are no longer allowed to give out codes because it makes the customers upset. When I asked when this policy changed, she refused to answer. When I suggested she read my prior chat logs to see that they have always given out the codes, she refused to acknowledge that I was give the codes before every time even though she said she read the prior chat logs. So I exited chat, got a different person and they also refused to give the status code. What gives? Are there different chat people based on time zones perhaps and different teams have different policies? I called the 877-426-5337 number and they gave me the status code right away.

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[SixteenPaws]

Ehhhh. I think they all talk and decide on how best to screw with people that day. Today it is refusing to give status codes, a couple weeks ago they claimed if you checked too much your order would be put on hold for “security reasons”. It’s all nonsense and I wouldn’t waste my time with them.

 

[jeremyjeep]

Ehhhh. I think they all talk and decide on how best to screw with people that day. Today it is refusing to give status codes, a couple weeks ago they claimed if you checked too much your order would be put on hold for “security reasons”. It’s all nonsense and I wouldn’t waste my time with them.

It is nice to see any sort of "progress" or if there is a snag in movement so it can be addressed. But the chat people didn't seem to care when I explained that. I had someone live on the phone while I was chatting in parallel. I told the phone people what the chat person was saying and they said they had always given out the codes. Several weeks ago, my order had been held up in D status for a long time, then when I finally got the dealer to call the FCA rep, it went from D to D1 on that same day. The dealer said that if I hadn't complained, it might have stayed in D status for several more weeks. Now it is finally in JB status. You'd think they would be happy to share information. I just discovered today, that the Amazon app for my phone gives a map of where the truck is with your package. It also said "there are 5 more deliveries before yours" and showed the dot moving live on a map. Then it showed the truck on my street, then the truck showed up at my driveway. All that for a $20 order. You'd think FCA could at least send you a status code update via email or SMS text for a $45K+ order.

 

[Ralph2018JL]

And yet more complaints about Jeep chat. CALL YOUR DEALER

 

[jeremyjeep]

And yet more complaints about Jeep chat. CALL YOUR DEALER

My dealer isn't very responsive. It is hit or miss with dealers, as others have said on these forums. If I had thought of it ahead of time, I guess I should of given the dealer a list of questions, like "do you respond to inquiries within a reasonable amount of time (48 to 72 hours)?" But they of course would say yes, even if they don't. Who says "Yeah, I'm always late to work" during a job interview.

 

[Ralph2018JL]

My dealer isn't very responsive. It is hit or miss with dealers, as others have said on these forums. If I had thought of it ahead of time, I guess I should of given the dealer a list of questions, like "do you respond to inquiries within a reasonable amount of time (48 to 72 hours)?" But they of course would say yes, even if they don't. Who says "Yeah, I'm always late to work" during a job interview.

When I call my dealer, I ask to speak to the sales manager, not my salesman, and I call during the week in the late morning. I usually get an answer while I'm still on the phone. Once he called me back within 10 minutes after getting an answer from his FC rep. The key is, I don't badger them, I've called maybe 3 times in a 2 month period.

 

[jeremyjeep]

When I call my dealer, I ask to speak to the sales manager, not my salesman, and I call during the week in the late morning. I usually get an answer while I'm still on the phone. Once he called me back within 10 minutes after getting an answer from his FC rep. The key is, I don't badger them, I've called maybe 3 times in a 2 month period.

I also tried the sales manager. I'm not try to get status as often as others have been in these forums, but this is ridiculous.

 

[rnocon]

Same here...salesmen just want to make the sale, then after that, it seems as you are chopped liver.

I do the same as others...check jeep.com chat once a week, then call every other week. Then pray the dealer responds to my emails with status updates. Frustrating to say the least...

 

[RisingEagle]

common, typical and unfortunate story. customer relations is not very high on their list of concerns it seems.

I'm not sure about other topics, but as far as getting a status on your purchase from jeepchat - it's worthless. Even if you get a "good" status - how do you know? I've yet to read about anyone who has had consistently good experience with them. I mean, I guess the possibility exists, but I am doubtful

I've found the (best) source of data for me is the tracker by @JLWF Dealer Guy. That by far has saved my sanity during the order-tracking progress. The spreadsheets are updated 1-2x a day, and that information is almost spot-on accurate every time, especially once the Jeep moves out of "D"

The dealer is the most "accurate"; but who wants to call the dealer 2x a day? that would get them annoyed pretty quick, even if you have a great relationship with them. I'm blessed in that the GM at the dealership I ordered mine is a personal friend, and I checked in with him once a week until the Jeep started moving. after it moved into a status (out of D), I've been giving HIM status updates from the spreadsheet tracker But up until it got to D1, he was the most accurate

without a good relationship with the dealer and the tracker available here in these forums, I would have been in a fire-and-forget situation - place the order, and just call me when it arrives. If I wait too long I'll go find one on a lot - or a different vehicle - somewhere instead. sucks, but relying on JeepChat would give you an ulcer.

I tried JeepChat, and they were terrible. every time. not sure what their purpose is - but it's not customer relations and it's definitely not order status information.

 

[Yellow109r]

@JeepCares is no good and they dont care, its a 9-5 job for them you didnt buy your jeep from them. The mindset of customer service and being loyal to a company for 30 - 40 years is no longer there ( you dont see a person putting that much time with one company these days) and this is the result of a generation we have now.

 

[Rick12785]

I would call Jeep direct. I didn't have much luck with Jeep chat but when I called and spoke to a person I was able to get a lot more info.

 

[White Butte]

I just spoke with "Delores" in Jeep.com chat at 10:45pm EST 4/18/2018. She said that they NEVER give out status codes and that she has been there for 6 years. lol I have requested codes via Jeep.com chat before, and they provided 100% of the time without hesitation. No problem until now. She said the policy changed that they are no longer allowed to give out codes because it makes the customers upset. When I asked when this policy changed, she refused to answer. When I suggested she read my prior chat logs to see that they have always given out the codes, she refused to acknowledge that I was give the codes before every time even though she said she read the prior chat logs. So I exited chat, got a different person and they also refused to give the status code. What gives? Are there different chat people based on time zones perhaps and different teams have different policies? I called the 877-426-5337 number and they gave me the status code right away.

I talked with Brittany on Jeep chat yesterday, the 18th, she gave me my code with no hesitation. Hmmm.... what gives?

 

[jeremyjeep]

I talked with Brittany on Jeep chat yesterday, the 18th, she gave me my code with no hesitation. Hmmm.... what gives?

I just realized, that most likely chat is managed by a different call center that manages chat after a certain hour (not sure exactly what time). So you get more accurate and pleasant-to-work-with attitudes in the morning, and you get angry people who don't want to help in the evenings.

 

[White Butte]

I just realized, that most likely chat is managed by a different call center that manages chat after a certain hour (not sure exactly what time). So you get more accurate and pleasant-to-work-with attitudes in the morning, and you get angry people who don't want to help in the evenings.

Yeah I usually check up with chat before lunchtime.

 

[ManLovesRobot]

I just realized, that most likely chat is managed by a different call center that manages chat after a certain hour (not sure exactly what time). So you get more accurate and pleasant-to-work-with attitudes in the morning, and you get angry people who don't want to help in the evenings.

I use JeepChat in the AM and they give me the code if I ask. They can only give a general code like KZ but they do offer it up. Also just for fun I do it every single weekday. I would love to pay and get access to the spreadsheet but I think it's only open when the stars align. What number are you guys calling to get a little more info then JeepChat?

My sales person is indifferent. He apologizes and shakes his fist at the sky but it seems I am the only one that has any passion to get my freaking 120 day old order!

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