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Just another thread about delays...

GMCarGuy

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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?
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bbradshaw14

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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?
Well stated. Working for a consumer company myself I know the importance of committing to trade and ensuring that you can deliver. Otherwise you get a situation like there where nobody wins. It really is all about expectations and with launch they are high. I would say that I love my 2017 JKU and am also excited for my JLU (when it ever arrives...been hearing conflicting stories for the last 3 weeks as well on status) but it definitely is unfortunate (for us and the dealers) to have these kinds of issues and as many when you are trying to grow the brand and market share.
 

wahlsaint

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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?
Well articulated. First factory vehicle order for me, so wasn't quite sure what to expect, and thus far seem to be having a median kind of experience. I tend to be patient and empathetic, but am surprised at the lack of forthcoming tracking/status information from FCA.

I work in the manufacture of one of the most complex products in the US economy. Although the product utilizes mighty complex logistics and supply chains, and requires a mix of both hand build and high automation in its manufacture - leading to the potential for a myriad of potential delays, I'd like to think that we can and do provide much better insight to our customers on status - although admittedly not always on delivery performance :(.

My point here is that the technology exists for both low end/high volume (your Amazons and FedEx's) to high end/low volume (your Boeings) to satisfy the expectations of its customer base for status info, then certainly auto manufactures and their shippers can do so - just need to have the "want" to do so.

The passion that is widely held for brands such as Jeep is rare - especially to the point of them becoming iconic, that I'd think FCA would strive to exceed the expectations of its fan base by providing a more unuque experience in the build and delivery experience.

As you also stated, just my 2 cents :angel:
 

NM Original

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Thereā€™s a lot above that I agree with.

Thereā€™s also a lot of assumptions that it is some sort of screw-up, incompetence or lack of experience on Jeeps part.

You may not like it, you may not agree with it, and it may not make any sense to you - BUT, it is probably working just like they want it to ā€”ā€” otherwise it wouldnā€™t.

ĀÆ\_(惄)_/ĀÆ
 

JeepCares

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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?
Hi GMCarGuy,

Thanks for taking time out to provide a full account of your situation. Feel free to send us a direct message with your order number as we'd like to do some digging and help however we can.

Jasmine
Jeep Social Care Specialist
 

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GMCarGuy

GMCarGuy

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Thanks, Jasmine (@JeepCares)

I wrote most of this up in a DM to your group on 2/14, "Issues with order", But Julie told me there wasn't anything to be done, and that delays we're just a function of the new model release.

I would greatly appreciate it if someone could look a bit deeper at the situation.

My dealer has told me they'll honor the $500 incentive that was sent to me, which is due to expire this Wednesday.

-Jim
 

JeepCares

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Thanks, Jasmine (@JeepCares)

I wrote most of this up in a DM to your group on 2/14, "Issues with order", But Julie told me there wasn't anything to be done, and that delays we're just a function of the new model release.

I would greatly appreciate it if someone could look a bit deeper at the situation.

My dealer has told me they'll honor the $500 incentive that was sent to me, which is due to expire this Wednesday.

-Jim
We apologize for the confusion. We have reviewed your PMs and I have responded! Please follow up with us there if you have any additional questions.
Julie
Jeep Social Care Specialist
 

kurt13

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@JeepCares, Jim is not alone. Three of us had Jeeps arrive in Houston by train on Feb 18. One got his yesterday while the other two of us are still waiting on a truck for the last 50 miles to the dealership. This comes on day 88 since I ordered and the day before my $500 coupon expires (which I received a month after I ordered.)

And Iā€™ve gotten the same ā€œissues due to high demand of a new launch vehicleā€ line as Jim when Iā€™ve reached out to Jeep.

This process is firmly rooted in the 1990s. Like someone mentioned, how is there not a Dominos app for a $50K vehicle that is all about modernization of a classic? How can the US Mail send me email updates with scans of mail that will arrive today? The US Mail! A text message with a time and link to a webcam to see your VIN roll off the assembly line? So many opportunities to engage the customer and enhance the experience...
 
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GMCarGuy

GMCarGuy

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Just a quick update. Just got home from the dealership with my Jeep. It was more complicated than just having been waiting for a truck it seems...

My dealer had to go to the rail yard and pick it up themselves. A rail yard my Jeep, and the dealer inventory, should never have been sent to. They saw dozens of vehicles there, and were told some had been there for months (not all Wranglers, or even Jeeps). If it was not for my dealership's persistence in trying to find out what was wrong and find a solution it may have been months before someone saw the oversight.

The rail yard they were sent to, and sitting at for most of this month would not deliver to my dealer seemed to be part of the problem. They should have been sent to a completely different rail stop which would have had them on a truck swiftly. Something about the region that rail yard covered. I'm not certain of the details.

How could this even happen, @JeepCares?

Thank you, BCP Smyrna in Delaware (https://www.brandywinesmyrna.net/), for being an awesome dealership every step of the way, and finding a solution. My salesman himself drove up to pick up my vehicle today. If you're in Delaware, these guys are very chill, no pressure, honest, and helpful. Maybe not 10% under list or whatever you'll find elsewhere, but still a very fair price I was happy with.

I am very happy with the vehicle, it's pretty amazing and everything I hoped it would be. I hope the rest of you with issues of vehicles stuck at rail yards around the country have dealerships willing to reach out and figure out what's going on like mine did.
 

JeepCares

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@JeepCares, Jim is not alone. Three of us had Jeeps arrive in Houston by train on Feb 18. One got his yesterday while the other two of us are still waiting on a truck for the last 50 miles to the dealership. This comes on day 88 since I ordered and the day before my $500 coupon expires (which I received a month after I ordered.)

And Iā€™ve gotten the same ā€œissues due to high demand of a new launch vehicleā€ line as Jim when Iā€™ve reached out to Jeep.

This process is firmly rooted in the 1990s. Like someone mentioned, how is there not a Dominos app for a $50K vehicle that is all about modernization of a classic? How can the US Mail send me email updates with scans of mail that will arrive today? The US Mail! A text message with a time and link to a webcam to see your VIN roll off the assembly line? So many opportunities to engage the customer and enhance the experience...
Hello Kurt,
We would like to look into this further for you. Please send us a private message with your VIN and selling dealer.
Julie
Jeep Social Care Specialist
 

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YFD_322

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Could @JeepCares possibly confirm that it is in fact the soft top holding up many, many Jeeps? and if so a true timeline when they will come in? It seems JeepCares has reliable info.
 

Merlin28

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Soft tops are on hella back order. Donā€™t order one if u want your order quicker...
 

aug0211

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Soft tops are on hella back order. Donā€™t order one if u want your order quicker...
Hey Merlin, how bad of a backorder are we talking?

Iā€™m dual top group and just ordered (I have a VON as of yesterday, but I called Jeep today and they said no record of the order yet).
 

Merlin28

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Who knows dude . Thatā€™s coming from a regional vp tho... donā€™t order dual top or rag ittl go
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