GMCarGuy
Member
- Thread starter
- #1
Hey all,
Mostly a rant/venting, but also just want to tell the story of my order.
I ordered my JLUR on 12/28 at the dealership, got confirmation of the order right away. My Jeep was built near the end of January, 1/24-1/25-ish. It entered "ship phase" a day or two after that (depending on which Jeep.com live chat person I should believe).
At that time I was given an estimated delivery window for 2/9-2/13. OK, that's not too bad. Except, as the date got closer, that turned into 2/9-2/18. On 2/18 it turned into "TBD." I was starting to suspect Jeep lost my vehicle because they couldn't tell me where it was located.
Since the beginning of February it's been in KT Z status, which I believe means Second Rail Departure. Since the beginning of February, my dealership has been telling me it's sitting in a rail yard, only a few miles away from where I live in PA, waiting for a truck. Shouldn't status have changed to KZ U status, Second Rail Arrival? I have a hard time believing it could be on a train for almost a month now, riding around, without leaving the continental U.S..
The dealership has been as helpful as they can be, and I've been happy with them throughout the process.
The latest is that I've been told they were able to reach a Jeep rep. (who doesn't respond to most calls) a week ago, who promised it was a "hot tag" item, and promised delivery on 2/21. ... as you can see... I am still without a Jeep. More phone calls from the dealer to this Jeep rep. have resulted into "there was another truck problem" and "we should have it on a truck early next week" which only makes me wonder how many days it'll take that truck to drive the last 30 miles to the dealership. I could have called for a flatbed weeks ago to pick it up, cheap.
At this point I think the dealership is more pissed than I am. They've got their inventory order in the same situation, so I believe them when they tell me they've been trying everything they know to try.
I've seen a couple other people here with a detailed list of tracking information with dates/times along the production line and transport, showing location--how did you get that? Can my dealership request that information?
Jeep, (@JeepCares or do they?) you've left a really bad taste in my mouth. I'm really excited for this vehicle, but you screwed up the logistics, the customer service, communication, and keeping to promises made for delivery dates. I'll likely tell people how much I love my new vehicle, but I'll also be sure to tell them what a disaster the company who built it is. It makes me wonder how bad customer support will be if there are any issues during the warranty period.
New model, new production, new everything--I know logistics are hard, but you could have done a better job with your customer facing groups to set more reasonable expectations if there were delays. Give your customers better information. We're (mostly) all reasonable adults.
My last $0.02. Perhaps Jeep can call someone at Dominoes "Pizza". I hear they've got a great order/build/delivery tracking system that customers can check when they spend $10 on a pizza. I fully understand how much more complicated a vehicle is to build and transport, how many more components go into the process, logistics is hard... but we're also talking about a $50k purchase. Try a little harder, OK?
Mostly a rant/venting, but also just want to tell the story of my order.
I ordered my JLUR on 12/28 at the dealership, got confirmation of the order right away. My Jeep was built near the end of January, 1/24-1/25-ish. It entered "ship phase" a day or two after that (depending on which Jeep.com live chat person I should believe).
At that time I was given an estimated delivery window for 2/9-2/13. OK, that's not too bad. Except, as the date got closer, that turned into 2/9-2/18. On 2/18 it turned into "TBD." I was starting to suspect Jeep lost my vehicle because they couldn't tell me where it was located.
Since the beginning of February it's been in KT Z status, which I believe means Second Rail Departure. Since the beginning of February, my dealership has been telling me it's sitting in a rail yard, only a few miles away from where I live in PA, waiting for a truck. Shouldn't status have changed to KZ U status, Second Rail Arrival? I have a hard time believing it could be on a train for almost a month now, riding around, without leaving the continental U.S..
The dealership has been as helpful as they can be, and I've been happy with them throughout the process.
The latest is that I've been told they were able to reach a Jeep rep. (who doesn't respond to most calls) a week ago, who promised it was a "hot tag" item, and promised delivery on 2/21. ... as you can see... I am still without a Jeep. More phone calls from the dealer to this Jeep rep. have resulted into "there was another truck problem" and "we should have it on a truck early next week" which only makes me wonder how many days it'll take that truck to drive the last 30 miles to the dealership. I could have called for a flatbed weeks ago to pick it up, cheap.
At this point I think the dealership is more pissed than I am. They've got their inventory order in the same situation, so I believe them when they tell me they've been trying everything they know to try.
I've seen a couple other people here with a detailed list of tracking information with dates/times along the production line and transport, showing location--how did you get that? Can my dealership request that information?
Jeep, (@JeepCares or do they?) you've left a really bad taste in my mouth. I'm really excited for this vehicle, but you screwed up the logistics, the customer service, communication, and keeping to promises made for delivery dates. I'll likely tell people how much I love my new vehicle, but I'll also be sure to tell them what a disaster the company who built it is. It makes me wonder how bad customer support will be if there are any issues during the warranty period.
New model, new production, new everything--I know logistics are hard, but you could have done a better job with your customer facing groups to set more reasonable expectations if there were delays. Give your customers better information. We're (mostly) all reasonable adults.
My last $0.02. Perhaps Jeep can call someone at Dominoes "Pizza". I hear they've got a great order/build/delivery tracking system that customers can check when they spend $10 on a pizza. I fully understand how much more complicated a vehicle is to build and transport, how many more components go into the process, logistics is hard... but we're also talking about a $50k purchase. Try a little harder, OK?
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