22 gladiator issues and no loaners

[Mac]

IMO almost all customer service has declined in every industry with them all blaming Covid or materials shortages, customers have for the most part accepted it as it is so wide spread. There are no consequences for poor customer service anymore and IMO that is the only thing that can force customer service to come back.

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[KWin]

I'm still amazed at how Jeep people expect dealers to have loaners.
Like any other dealer - some will, some won't.
Like any other dealer, some never have, some have for years.
But these days, even people who travel for work like my son does, have problems finding rentals.
When there's nothing much on the lot to sell, there's even less to loan out.
Rental companies in some places are really stretched thin.

No offense - but is this your first new vehicle experience?
Sounds like it.
I've been buying cars (new) since the 1970s and very little has changed - except the expectations people have.

Please read the warranty, the other info in the packets............ no loaners/rentals promised other than the wave 1 day thing (IF available! read that print, as well)

Welcome to the world. Rentals and loaners are pretty thin out there, and good grief, it's not just Jeep. This isn't "a Jeep thing".

I guess it's an entitlement world.
I have always made sure I had my ducks in a row before taking a vehicle in. It's part of ownership.
Don't compare a Mercedes to a truck - these are expensive, but not in the same class as a Lexus or Mercedes.

If you don't ask you won't get it. if we don't expect good service we won't get good service. blaming us for wanting what we used to get from any car dealer is not gonna help keep the brand. Jeeps are funded by people buying new jeeps and having good experiences. hence the #lastjeepilleverown thread that we all know and love.

I think its more last new car ill ever own. if I pay extra to have warranty and get a low reliability car with inconvenient service we should just get used cars for less money

 

[Hootbro]

I understand what you are saying and I understand where the dealerships are in regards to the chip shortage and overall vehicle shortage. But if Jeep wants to start selling vehicles with "luxury car" prices, they are going to need to change their business model and start offering luxury car service.
My mother has a year old Mercedes, a lease. The ac compressor died. The manufacturer won't have a new compressor for a year and it can't be repaired. At first they gave her a loaner, one of the cheaper lower end models. She called and said if she was going to be without her car for a year, she wanted a comparable model. No problem, they dropped one off the next day.
I'm sure at the dealership they were scrambling to find something for her, complaining about losing a loaner for a year, etc. But all she knew was she called and asked for an equal model, it showed up the next day. That's customer service. That's why Mercedes has the reputation it has. That's why you are paying a premium for their cars.
If Jeep is going to started charging Mercedes prices on some vehicles, they are going to have to up their game. Maybe not in the short term, during this shortage, but once supply is back to normal, they may find their higher priced vehicles aren't selling.

I think 30+ years ago, a valid argument could be made on "cost = luxury". Nowadays, not so much because increase cost of many vehicles is due to increasing trim and options and not really a sense of "luxury" in the traditional means in the past. You can spec out work trim trucks that will go north of $60K+ and they would not be considered luxury branding just because the cost alone.

Brands like Mercedes, BMW and a few of the Asian luxury brands do not necessarily build a better vehicle because of their pricing, they build a better customer base and a perception of quality based on a better customer service experience.

Jeep is not in competition with the same customer buying pool that would be considering a Mercedes in lieu of a Gladiator.

 

[NachoRuby]

IMO almost all customer service has declined in every industry with them all blaming Covid or materials shortages, customers have for the most part accepted it as it is so wide spread. There are no consequences for poor customer service anymore and IMO that is the only thing that can force customer service to come back.

I work in the supply chain. The crappy reality is, that whether anyone likes it or not, covid did screw everything up. It's not an excuse. It's a reality. We still can't get many materials consistently, and the ones we can get cost more. So there are more shortages of more things than ever. And the things we can get seem to get seem to increase in price every time I blink.
Remember, any company is a consumer too from the vantage point of its suppliers. They're all going through the same very real issues. We can't get the stuff to make the stuff you want to buy. It sucks. A lot. But it's reality, and no one is benefiting from it.

When a customer asks as "When are you going to have X again?", I don't like saying TBA, or check back in two months for an update (not supply... an update), but for many things, it's truly the answer. Because as soon as you get rolling on something, the supply gets cuts cut off again, or some other necessary material goes out of stock.

These are crappy times for supply chain. But few are intentionally giving bad customer service. There's no benefit to that. If just one company is doing it, yes, it's probably them. But if everyone is doing the same thing across multiple industries, that indicates a real problem.

 

[GobiGladiator7]

I’m not neglecting what your saying. I’m just pointing out that despite what your saying, there are other ways to keep customers happy other than just saying sorry, you are out of luck. My situation is not unique as I’m sure others are having the same issues. I just think that In tough times, even with the chip shortage, that they can come up with a solution that works for both dealership and customer. The motivation for a dealer and company to do this is would be customer retention and brand loyalty. These cars aren’t exactly cheap, so the comparison to luxury car brands is fair.

So what do you think the dealership should do? To me it seems the only way the dealership can do that is by giving you a vehicle to drive……once again why wouldn’t they if this was an option. You make it seem like the service writer said “hold my beer…watch me make this guy mad”. I will say the industry as a whole has empowered this behavior from customers due to always caving to them. Just now it’s not an option due to the supply chain. People arent use to not getting their way 100% of the time. when they don’t now it’s poor customer service. I literally watched a guy come into the dealership…..stated he had been to 7 dealerships and all offered $35k for trade in. He wanted $40k for his trade which went against the market and value of his vehicle. So what did the guy do? He went onto our Facebook and started giving negative reviews, he filed a case against the dealership with GM and mfed the manager in the show room. Another time I had a customer come in mfing me on a Saturday morning….yelling stating I sold him a lemon. Later found out through our service department ….he put 9k miles on the vehicle and hadn’t checked the oil. He literally ran the oil dry. Believe it or not customers aren’t right 100% of the time

 

[Viper112]

So what do you think the dealership should do? To me it seems the only way the dealership can do that is by giving you a vehicle to drive……once again why wouldn’t they if this was an option. You make it seem like the service writer said “hold my beer…watch me make this guy mad”. I will say the industry as a whole has empowered this behavior from customers due to always caving to them. Just now it’s not an option due to the supply chain. People arent use to not getting their way 100% of the time. when they don’t now it’s poor customer service. I literally watched a guy come into the dealership…..stated he had been to 7 dealerships and all offered $35k for trade in. He wanted $40k for his trade which went against the market and value of his vehicle. So what did the guy do? He went onto our Facebook and started giving negative reviews, he filed a case against the dealership with GM and mfed the manager in the show room. Another time I had a customer come in mfing me on a Saturday morning….yelling stating I sold him a lemon. Later found out through our service department ….he put 9k miles on the vehicle and hadn’t checked the oil. He literally ran the oil dry. Believe it or not customers aren’t right 100% of the time

Yes I know customers aren’t always right. I’m looking for them to put some effort into a solution. A rental car (there are plenty available through their vendors) are just more than the daily 25 bucks they cover. Obviously rental car prices are up because of the market, and jeep never decided to raise the allotment. Now, they can get approval to provide one at a higher rate. The dealership never even bothered to try. I had to find this all out by calling jeep corporate.

Dealerships need to follow though on the after sale part. You sold me a car, that car breaks within 6 months of ownership. I’m not yelling at people in the lobby, I’m not demanding my money back. I’m just asking for some level of customer service and effort into getting me a solution. This is solely my opinion and I do understand what you are saying.

 

[cleatus]

i have been a loaner for over a month....waiting on them to fix my heep

 

[Barnaby’sdad]

I'm still amazed at how Jeep people expect dealers to have loaners.
Like any other dealer - some will, some won't.
Like any other dealer, some never have, some have for years.
But these days, even people who travel for work like my son does, have problems finding rentals.
When there's nothing much on the lot to sell, there's even less to loan out.
Rental companies in some places are really stretched thin.

No offense - but is this your first new vehicle experience?
Sounds like it.
I've been buying cars (new) since the 1970s and very little has changed - except the expectations people have.

Please read the warranty, the other info in the packets............ no loaners/rentals promised other than the wave 1 day thing (IF available! read that print, as well)

Welcome to the world. Rentals and loaners are pretty thin out there, and good grief, it's not just Jeep. This isn't "a Jeep thing".

I guess it's an entitlement world.
I have always made sure I had my ducks in a row before taking a vehicle in. It's part of ownership.
Don't compare a Mercedes to a truck - these are expensive, but not in the same class as a Lexus or Mercedes.

I’ve owned new Jeep, VW, Dodge, and Subaru’s over the last 20 years. COVID supply chain issues aside, I’ve literally never not been offered a service loaner…aside from a couple times when one wasn’t available…if my vehicle was going in for anything more than an oil change.

My Ram dealer didn’t mess with loaners themselves. They had someone call over to Enterprise, come pick you up, and the dealer (or manufacturer or whoever) picked up the tab.

It’s not an entitlement thing. If someone plops down ~$50k for a vehicle, it’s under warranty, and there’s an issue with it…someone (dealer or manufacturer) needs to provide a loaner/rental, as that is just the expectation that has been set over the past 2+ decades. Honda does it, as does Toyota, Acura, Mercedes, etc.

That and as someone pointed out…Jeeps have gotten to the point…price wise…where we’re talking luxury vehicle territory. I could have gotten a BMW, Mercedes, Acura, etc. for what I paid for my JTR. Providing a loaner of some kind (whether a dealer loaner or a rental) is just the industry standard.

Fortunately (knock on wood) I haven’t had to test this out in the pandemic era.

 

[GobiGladiator7]

Yes I know customers aren’t always right. I’m looking for them to put some effort into a solution. A rental car (there are plenty available through their vendors) are just more than the daily 25 bucks they cover. Obviously rental car prices are up because of the market, and jeep never decided to raise the allotment. Now, they can get approval to provide one at a higher rate. The dealership never even bothered to try. I had to find this all out by calling jeep corporate.

Dealerships need to follow though on the after sale part. You sold me a car, that car breaks within 6 months of ownership. I’m not yelling at people in the lobby, I’m not demanding my money back. I’m just asking for some level of customer service and effort into getting me a solution. This is solely my opinion and I do understand what you are saying.

If Jeep gave the approval to allow more for a daily rental that’s a different story than the dealership eating $50 a day so you have a car to drive. The dealership can’t make that change…..and even Jeep can turn it down. I can’t say they tried or not. They could have and got turned down but when you called Jeep they approved it(I have seen this happen). Also the dealership didn’t build the car even though they sold it;they have no obligation to fix the issue….Jeep does. Personally being on the end trying to help customers I have witnessed service having no loaners, no available rentals from enterprise, no new vehicles on the lot but 2 and not enough used cars to give out as loaners; it limits the dealership on options to fix the problem. I had long time customers borrow my personal vehicle to get to work for the day with issues due to the listed above . GM has had issues with the v8 lifters due to them not adding the chips for the auto start/stop. They built the engines with all the parts minus the chips…..the result at one time we had 6 vehicles with 5k or less miles with engines shot. The lifters where on a 1-2 month wait list. No option for loaner vehicles; what do you do?

 

[Marlinvx]

Loaner situation and parts availability aside, I would be really pissed if my brand truck was in the shop for months. For every month it sits in service, they should extend your factory warranty by 2 months. That truck sitting is equivalent to them stealing from me. They are eating away at the time I have left, with zero risk to them. Matter of fact, from a manufacturer's corporate standpoint, it is in their best interest for that truck to sit there as long as it can. Other than the dealership insurance cost, it saves corporate $$$ over time. Imagine the cost savings if they trimmed a month or two off of warranty duration over a fleet of hundreds of thousands! Ford kind of does this, but via the odometer. Every new ford I bought over the last 6 years was over a mph at freeway speeds. How genius is that! Have the odometer read a percent or 2 higher than actual. That is a 2% reduction in warranty timing risk, over a fleet of millions, that's more than a few bucks.

 

[JeepCares]

Hello!
I’ve had my 22 gladiator high altitude for about 6 months and 4500 miles. Yesterday, my truck seemed to have a misfire. It was sputtering and the check engine flashing. It eventually went back to normal. I called the dealerships in my area (I bought out of state) and was told that loaners are not available until months down the line. This is my only truck, and my primary vehicle. Im in the northeast of MA and called Kelly jeep, and their suggestion was not to drive it, but also couldn’t provide me with any sort of alternate transportation if I were to drop it off. Im not entirely sure what they were expecting me to do (this was told to me by the dealerships GM). Anyone else having issues with dealerships like this? As a customer that’s very early in ownership, I would have expected them to at least have a solution or be able to work towards one. I called around to other dealers who just tell me sorry no loaners. I did not expect to have this poor level of customer service for a 60k vehicle so early in ownership. Anyone else dealing with the same issues?

Hi there! We saw we were tagging in this thread and would be happy to discuss your concerns further. We're in private message if you'd like to chat.

Kate
Jeep Cares

 

[Snake Eyes]

My 22 JT has been in the shop for 60 days or so of the 5 months I've owned it, 35 days in one stretch, every day I have had a comp'd rental vehicle from the dealer

Yeah, dealers I have worked with whereI live in the past did the same. They had some sort of agreement with the rental company. They would drive me over to the rental company and pay the bill once my car was ready.

 

[Teqsand]

Yeah, dealers I have worked with whereI live in the past did the same. They had some sort of agreement with the rental company. They would drive me over to the rental company and pay the bill once my car was ready.

50/50 dealer vehicle and enterprise.... had an enterprise charger for a month (could have had a JLU Sahara, but the charger got better mileage

 

[Wheelin98TJ]

...Ford kind of does this, but via the odometer. Every new ford I bought over the last 6 years was over a mph at freeway speeds. How genius is that! Have the odometer read a percent or 2 higher than actual. That is a 2% reduction in warranty timing risk, over a fleet of millions, that's more than a few bucks.

That's many vehicles, especially anything older.

A stock TJ has an accurate speedo/odometer with 31s, it runs fast on the stock 28-29" tires.

 

[gladtohave]

Wife’s ‘21 JL has been at dealer 6 weeks now Waiting on a VIN specific battery pack.

One of the largest dealer networks out west.

No loaners.

VIN SPECIFIC BATTERY PACK ? IS IT 4XE .

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