Status I Details - Inspections/Reprocessing/Repairs

[AMesick1]

Unfortunately my dealer is showing “I” still. I’ve known the fleet manager for about a decade, he’s also at a complete loss for words. Factory reps are also not providing a whole lot of feedback to the dealers. It seems it’s either the order is smooth sailing or a total disaster.

This is the number I called 1-866-362-2146. I have a case number, but if you don't have one you need to have them open one. Hopefully it will help.

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[Lavey2750]

This is the number I called 1-866-362-2146. I have a case number, but if you don't have one you need to have them open one. Hopefully it will help.

I am all to familiar with the chat hotline... I’m surprised my number hasn’t been blocked yet. I do have a case file open. All has been documented, which is even more surprising in how it’s being handled. At this point I think bringing exposure is my one avenue to add a little pressure.

 

[AMesick1]

I am all to familiar with the chat hotline... I’m surprised my number hasn’t been blocked yet. I do have a case file open. All has been documented, which is even more surprising in how it’s being handled. At this point I think bringing exposure is my one avenue to add a little pressure.

Wow, that sucks, sorry to hear, hopefully you will hear something soon.

 

[Lavey2750]

A little back story...

Order was placed on 3/16. D1 date was set at 4/26 and the build did occur on April 26th and has sat in "I" status ever since. I had a case opened on 5/9 (14 days and all the forum research screamed red flag). The dealer was aware and placed another order on 5/17, he was at a loss for words. I informed the case manager i had another order in my name as an alternative. Last week it was stated either would be fast tracked. The replacement order is still in D status. Not to mention my first order on 3/9 that ended up being sold to a friend, i was told i could not change an option after a couple days on order(my fault).

I have been informed the call back from a supervisor will be with a 24hr window of the request. Baffled.

 

[Lavey2750]

Dear Kyle: I apologize you feel the service being provided is unprofessional - my previous email stated that you will be provided updates as they become available. You have no heard from me as the status of your vehicle order has not changed; therefore, there are no updates to provide at this time. I had escalated your file on 5/28/2018 to seek an update on your order which has been in Inspection status for 35 days. Once I receive an update I will contact you back via email with an update. We appreciate your continued patience and understanding as we work towards delivering your order. Sincerely, Nicole Jeep Product Information Center


This is type of customer service you can expect from @JeepCares

35 days stuck in “I” and I’m an inconvenience. Also the case has been 21 days.

 

[vmcampa]

Wow this thread makes me worry. Ive been in I for 12 days now. Brittaney on chat said to get a case going if it hasn’t moved by mid next week. Im really hoping they wont have to clone it or something.

 

[CohuttaDen]

They took down tracking services on this site to try to limit visibility into the obvious issues. I believe transparency provides the necessary motifvational forces to improve. They are going the “safe” route and providing scripted, limited responses. Both approaches have merits. Informational blackouts remove the pressures associated with mandatory improvements.

 

[GordonZoo]

Stuck in I for 35 days. Spoke with Jeep chats and was supposed to get calls twice but they have yet to respond. That's a BS job. I spoke with my dealer and am canceling my order if it's not in my garage by July 1.

 

[GordonZoo]

So I called the above Jeep number and my Jeep is in JB status for a few days now where it gets the accessories. So I was in Inspection for 32 days. She did say shipping is in the three week window so My dealer may just make the July 1 deadline. BTW thanks for the #

 

[Lavey2750]

Well it took some back channeling to get my order moving. I am elated to say it’s in transit.

In regards to a call back, you will not get one. It’s not possible according to more knowledgeable jeepcare employees. The Jeep “specialist” is on a different phone system and only communicates through a web portal. They have 24hrs to respond. Speaking with a Supervisor is fruitless as they also are relying on the jeep “specialist” for answers. This from my experience and seems to be accurate. I tried every angle with them, got no where.

In order for me to get my Jeep moving after being stuck for 35 days in “I” it took a emailing Jeep management directly. Figuring out the email format for Jeep, then going on LinkedIn and google to find the appropriate individuals to contact. Within hours I had a response. In the response a picture of the Jeep and stating it would being audited and in transit the following afternoon. All was followed through. Which really brings some confidence back into Jeep. We rely on a customer service line that’s not set up for order processing.

If you would like the contact please reach out to me directly. I feel he did me a solid and don’t want to openly release his info.

 

[alltimesaresoon]

Well it took some back channeling to get my order moving. I am elated to say it’s in transit.

In regards to a call back, you will not get one. It’s not possible according to more knowledgeable jeepcare employees. The Jeep “specialist” is on a different phone system and only communicates through a web portal. They have 24hrs to respond. Speaking with a Supervisor is fruitless as they also are relying on the jeep “specialist” for answers. This from my experience and seems to be accurate. I tried every angle with them, got no where.

In order for me to get my Jeep moving after being stuck for 35 days in “I” it took a emailing Jeep management directly. Figuring out the email format for Jeep, then going on LinkedIn and google to find the appropriate individuals to contact. Within hours I had a response. In the response a picture of the Jeep and stating it would being audited and in transit the following afternoon. All was followed through. Which really brings some confidence back into Jeep. We rely on a customer service line that’s not set up for order processing.

If you would like the contact please reach out to me directly. I feel he did me a solid and don’t want to openly release his info.

I took Lavey up on his offer. tho i've only been in i for 3 days, i don't want to be the 21 day guy. figured i'd take a run at his contact. polite and to the point, and it can't hurt. maybe i get a response, or maybe i don't. maybe he does nothing but maybe he asks a question and it gets pulled to the front of the ?2500? backlog. Would feel a lot better to be in KZ and not floating in I

 

[alltimesaresoon]

I took Lavey up on his offer. tho i've only been in i for 3 days, i don't want to be the 21 day guy. figured i'd take a run at his contact. polite and to the point, and it can't hurt. maybe i get a response, or maybe i don't. maybe he does nothing but maybe he asks a question and it gets pulled to the front of the ?2500? backlog. Would feel a lot better to be in KZ and not floating in I

coincidence, or did the email spur mine on to the front of the repair line? don't know.... and taking what i hear from jeep chat with a grain of salt too,,,

Mathew: Thank you for waiting Dave. The Jeep has moved into the ship phase, but I do apologize as right now the order does not have an ETA window showing when it's going to reach the dealer. When our Jeeps are shipped out, they are shipped out in lots and we do wait for a full load of vehicles that are all heading towards the same area before the ETA is finalized. I would suggest allowing a week to pass then contact us back for an update, but we are available 24/7 if you would like to contact back earlier.

dave powers: ok. thank you. can you confirm what the letter code for the status is?

dave powers: for ship phase? does that mean KZ?

Mathew: It is the last code we see through our system which is KZ.

dave powers: awesome. thank you very much. have a good day

 

[Bkenyon53]

Ugh...just hit I status.

You guys aren’t making me feel all warm and fuzzy about receiving my Rubi before the end of the summer!

 

[vmcampa]

20 days in I so far. Started a case. Not very hopeful at this point.

 

[AndrewWSCTX]

Yea I took Lavey up on his offer too. I sent an email a few days ago and I’m still waiting to hear back. Been stuck in I status for well over a month. Finally got a case number. I’m definitely frustrated.

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