Update on Shattered Rear Glass & Mopar Customer Service

[Strifeborn]

https://www.jlwranglerforums.com/forum/threads/shattered-the-rear-glass-of-my-hard-top-rip.4696/

Update on the thread above:

Mopar originally promised that the glass part would be delivered to my dealer in 2-3 business days. It has now been two weeks. After the 2-3 business days came and went, they said the "Promised date" was 3/16/18 which is today. As of 3 pm my dealership has not received the part, they already got their parts delivery for the day as well as Fedex and UPS so it's clearly not coming in today. I have called every Mopar customer service number, talked with online chat, etc. and all have pointed me back to the same case manager who basically has been telling me for the past 4 days that he is "unable" to get a hold of the parts team for any further information. Everyone is passing the buck and nobody will provide me with any update as to where the part is, if it even shipped, etc.

By far the worst customer service experience of my life so far, and I am a loyal Jeep buyer (this is my 4th Jeep) and have been extremely happy and excited about the JL in every other way. I don't share all of this to discourage anyone, but merely to share my first Jeep Wave/Mopar customer service experience.

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[Sean L]

A shortage of Parts is believable this early in Production of the model, but none of that can excuse their inability to tell you what is going on with the part. I really wish this was easier on you, especially if this is your daily driver.

 

[LydiaSP613]

It was recently suggested to be by a long time employee of the auto industry that the best way to get attention & resolutions is by leaving negative reviews and full details of your bad experience on sites like Google, Yelp, the company’s Facebook page, etc. She has worked for marketing companies and for dealer groups. She said nothing gets their attention quicker than public negativity. It doesn’t have to be nasty, but a truthful account of everything you’ve been through & the consistent lack of response or help. Might be worth a try.

 

[Strifeborn]

It was recently suggested to be by a long time employee of the auto industry that the best way to get attention & resolutions is by leaving negative reviews and full details of your bad experience on sites like Google, Yelp, the company’s Facebook page, etc. She has worked for marketing companies and for dealer groups. She said nothing gets their attention quicker than public negativity. It doesn’t have to be nasty, but a truthful account of everything you’ve been through & the consistent lack of response or help. Might be worth a try.

Good idea!

 

[Troybilt]

Thanks for the update, and sorry to hear about your terrible service with FCA.

There is a form member that totaled his JL in PA. I wonder if there is a easy way to get the back glass from the insurance company, or the junk yard that bought it?

In case you missed it.

https://www.jlwranglerforums.com/forum/threads/my-jl-wrangler-crash-total-loss.5169/

 

[Dynomite1371]

I'm kinda getting tossed around too, with my rear window defroster not working. (because, Ive heard it may require a new back window) luckily its nothing I can't live without right now. The parts struggle is real!

 

[Strifeborn]

I'm kinda getting tossed around too, with my rear window defroster not working. (because, Ive heard it may require a new back window) luckily its nothing I can't live without right now. The parts struggle is real!

Sorry to hear that. I’m currently driving around with the electric cables covered with shards of glass all taped up to the inside of the top. I can’t really drive in the rain and I have to drive with my windows down so the exhaust fumes don’t kill me and my dog. Not exactly what I expected to be doing within the first month of owning a $45k car lol. Seems to me like basic parts like windows etc. should be inventoried for any new vehicles before they go on sale but hey who am I lol.

 

[Dynomite1371]

Sorry to hear that. I’m currently driving around with the electric cables covered with shards of glass all taped up to the inside of the top. I can’t really drive in the rain and I have to drive with my windows down so the exhaust fumes don’t kill me and my dog. Not exactly what I expected to be doing within the first month of owning a $45k car lol. Seems to me like basic parts like windows etc. should be inventoried for any new vehicles before they go on sale but hey who am I lol.

I'm in a Non-comparasion situation compared to you.

 

[Strifeborn]

I'm in a Non-comparasion situation compared to you.

Still sucks though. If this was a month ago as far north as you are not having a defroster could be quite annoying. Can't wait until parts are more readily available.

 

[bam1111]

I’m waiting for a new rear window too. But as Ed stated, it’s a defroster issue and nothing like your delema. I’m supposed to check in with the parts guy on Monday to receive an update on the ETA.

 

[Dynomite1371]

I’m waiting for a new rear window too. But as Ed stated, it’s a defroster issue and nothing like your delema. I’m supposed to check in with the parts guy on Monday to receive an update on the ETA.

They don't what to do with me, because I know more than them. Lol. I keep saying to Service , "let me know the fix when you find out what it is" I will not allow them to tear my shit up while they learn how to fix it!

 

[Strifeborn]

Just called Jeep Wave again because they stopped responding to my emails. Turns out the "Parts Team" that they have been "unable" to reach for the past 4-5 days is off on the weekends so the soonest I will receive any sort of update is Monday. They told me that there is literally nobody that can help me, no management above them with any further visibility etc. All of this I would understand, if we haven't literally been sitting waiting to hear back from the parts team for the past 5 days inside their own company. This is insanity.

 

[JeepCares]

Just called Jeep Wave again because they stopped responding to my emails. Turns out the "Parts Team" that they have been "unable" to reach for the past 4-5 days is off on the weekends so the soonest I will receive any sort of update is Monday. They told me that there is literally nobody that can help me, no management above them with any further visibility etc. All of this I would understand, if we haven't literally been sitting waiting to hear back from the parts team for the past 5 days inside their own DAMN COMPANY. This is insanity.

Hi Strifeborn,

We apologize for the delay you've been experiencing. Send us your case number within a direct message as we want to review this in greater detail.

Jasmine
Jeep Social Care Specialist

 

[Strifeborn]

Hi Strifeborn,

We apologize for the delay you've been experiencing. Send us your case number within a direct message as we want to review this in greater detail.

Jasmine
Jeep Social Care Specialist

Direct Message sent, thank you!

 

[DanW]

Related info:

I just saw this: https://www.extremeterrain.com/lang...ource=bm23&utm_content=TRIGG+Category+Abandon

Extreme Terrain claims this is in stock. Interestingly, Lange sent me an email yesterday saying they aren't releasing the JL compatible version of their hoist until April 10. I emailed Lange and Extreme Terrain and told them of your experience, and saying that if their lift is not fully intended for the JL, they could wind up with customers damaging their tops. I'll post any replies I get from these companies.

Thanks, OP, for sharing your experience. It has made me very cautious in finding and purchasing a hoist. I think I'm going to wait until April 10 and order it directly from Lange to make sure I get the right one.

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