Sunrider owners - MY mess-up, or theirs?

[ShadowsPapa]

@JeepCares -

I received a notice that my case has AGAIN BEEN CLOSED
This is TOTALLY unacceptable. I
I demand that this be escalated to the top level of customer care.

@Bestop - same for you - I've heard nothing since at least September if not prior to that. This is totally unacceptable.

You two need to get together on a call and figure this out. It needs to go up to management, not a jeep customer care case manager, and to a district rep.
The dealer is suffering under all of this - they do the work and get nothing but an upset customer.

Twice Jeep has CLOSED MY CASE with no further action.
Last noticed was that I'd get a call to take my Jeep into the dealership - and I was to contact your rep when that happened. I never got that call, and the case was CLOSED

No, we're not taking this private, I want EVERYONE to know what's going on and how I've been totally given the run-around.

This is TOTALY BULL SHIT. Both companies have just let it drop.

@JeepCares @Bestop you will respond to this thread as to how you will resolve this.

I received this today - there will be no PMs, nothing private - you will publicly explain how you are going to resolve this.


Dear xxxxxxxxxxxxxxxxx
Thank you for contacting FCA Customer Care.
Our records indicate that case number 93996222 is closed.
If you require further assistance please contact us and we would be happy to assist.
Thank you and have a great day.
FCA Customer Care

Two damned times Jeep has CLOSED THE CASE!!

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[Sweetums]

@JeepCares -

I received a notice that my case has AGAIN BEEN CLOSED
This is TOTALLY unacceptable. I
I demand that this be escalated to the top level of customer care.

@Bestop - same for you - I've heard nothing since at least September if not prior to that. This is totally unacceptable.

I will be contacting an attorney to deal with both of you, Jeep and Bestop.

Twice Jeep has CLOSED MY CASE with no further action.
Last noticed was that I'd get a call to take my Jeep into the dealership - and I was to contact your rep when that happened. I never got that call, and the case was CLOSED

No, we're not taking this private, I want EVERYONE to know what's going on and how I've been totally given the run-around.

This is TOTALY BULL SHIT. Both companies have just let it drop.

@JeepCares @Bestop you will respond to this thread as to how you will resolve this.

I received this today - there will be no PMs, nothing private - you will publicly explain how you are going to resolve this.


Dear xxxxxxxxxxxxxxxxx
Thank you for contacting FCA Customer Care.
Our records indicate that case number 93996222 is closed.
If you require further assistance please contact us and we would be happy to assist.
Thank you and have a great day.
FCA Customer Care

Two damned times Jeep has CLOSED THE CASE!!

Any company will stop communicating with you if you threaten them with a lawsuit, that’s a big red button that says “your lawyer can talk to our lawyer”.

 

[jav_eee]

I haven’t read the whole thread but is a refund for the ill-fitting part not an option you were given?

 

[ShadowsPapa]

Any company will stop communicating with you if you threaten them with a lawsuit, that’s a big red button that says “your lawyer can talk to our lawyer”.

Then so be it. They have totally stopped anyway. Both have done nothing for over a month, and this started six months ago. Nice has gotten me no resolution

 

[sharpsicle]

Okay, so first I totally agree with the level of aggravation you have towards this. I would be pissed too that Jeep can't seem to get their act together. In all of this, I feel like Bestop and the dealership are trying to do right by you and Jeep is the one standing in the way of progress.

In my line of work, we have things like this happen where our customer is pissed because of something they received from us and we suspect there might be something at play from our vendors. We don't play tennis with the problem, though, we get all 3 parties on a conference call and collectively start a project for investigation, containment, and remediation. It becomes really telling who is full of it and who is trying to help once you have everyone on the call together.

Is it possible to get more of a direct method of contact with someone at Bestop and someone at Jeep? Stop the internal passing around of the issue. Seems like Bestop would be easier to have a single person you could put on an email chain, they've obviously communicated the most over the life of the problem. Then you just need that counterpart at Jeep. To me, it seems like the vagueness of the Jeep Case system is working against you since it can be passed around too much and the next person has no context and looks to just clear out their work queue.

I truly believe that once you deal directly with a person, that people are willing to help. The corporate handling systems are what mucks it all up!

 

[ShadowsPapa]

Okay, so first I totally agree with the level of aggravation you have towards this. I would be pissed too that Jeep can't seem to get their act together. In all of this, I feel like Bestop and the dealership are trying to do right by you and Jeep is the one standing in the way of progress.

In my line of work, we have things like this happen where our customer is pissed because of something they received from us and we suspect there might be something at play from our vendors. We don't play tennis with the problem, though, we get all 3 parties on a conference call and collectively start a project for investigation, containment, and remediation. It becomes really telling who is full of it and who is trying to help once you have everyone on the call together.

Is it possible to get more of a direct method of contact with someone at Bestop and someone at Jeep? Stop the internal passing around of the issue. Seems like Bestop would be easier to have a single person you could put on an email chain, they've obviously communicated the most over the life of the problem. Then you just need that counterpart at Jeep. To me, it seems like the vagueness of the Jeep Case system is working against you since it can be passed around too much and the next person has no context and looks to just clear out their work queue.

I truly believe that once you deal directly with a person, that people are willing to help. The corporate handling systems are what mucks it all up!

I've tried the get all in the same messaging but jeep insists on only communicating one on one. I need to get someone outside of the customer care chain somehow.
As far as Bestop, it's been their media/communications person and one engineer. No one higher up.
Both need to kick this higher up, come up with a plan together.
This is beyond "help desk" people.
Jeep owes Bestop IMO, as the issue may be fixed by Bestop but Jeep caused it.
@JeepCares needs to kick this up to a real manager, not a case manager, and a district rep who actually comes out to see it.

 

[Stan H]

I think What sends a signal just as strong is in fact taking a refund and buying from a competitor .

 

[ShadowsPapa]

I haven’t read the whole thread but is a refund for the ill-fitting part not an option you were given?

They owe me a fix. There's a warranty. So far no one in any position to do much of anything has been involved on the jeep side. It's got their name and part number on it and Jeep got the money

 

[ShadowsPapa]

I think What sends a signal just as strong is in fact taking a refund and buying from a competitor .

LOL there is no competitor.

 

[Stan H]

LOL there is no competitor.

Surely there has to be . What about quadratecs. Roll top.

 

[ShadowsPapa]

Surely there has to be . W

Surely there has to be . What about quadratecs. Roll top.

Not the same thing....louder and hotter and much harder to open and close. Can't insulate that thing. At least you can put a liner for quiet and cool on the sunrider and fully operate it from the seat. Will go without before anything like that.

 

[D_JT]

Surely there has to be . What about quadratecs. Roll top.

Thats like saying a Harbor Freight tarp is a competitor to a Bestop Soft top. While Q-tech has it priced as if it was a competitor. Its defiantly not.

 

[ShadowsPapa]

Thats like saying a Harbor Freight tarp is a competitor to a Bestop Soft top. While Q-tech has it priced as if it was a competitor. Its defiantly not.

Yeah, some velcro and vinyl, I could do that.

It's a very different thing.

 

[NC_Overland]

Sorry if this has been previously covered, I can’t read through 36 pages, but iirc this is a factory option you selected. If so, it would probably qualify for a lemon law case in some states. That would get Jeep’s attention.

 

[ShadowsPapa]

Sorry if this has been previously covered, I can’t read through 36 pages, but iirc this is a factory option you selected. If so, it would probably qualify for a lemon law case in some states. That would get Jeep’s attention.

Factory option, you order it with the Jeep. It is BUNDLED with the tonneau cover. can't buy the tonneau cover without the sunrider or a trail package. I had wanted a sunrider anyway, figured this was a good way to get one.
It arrived strapped into the bed of the truck right off the transport from Ohio. It was strapped to the factory bed anchors. It was in a box with the Jeep part number on it, with a Jeep tag on the sunrider itself.
It's on the BUILD SHEET and the WINDOW STICKER.
And - it says "BY MOPAR"!!!!
So @JeepCares and Jeep own this problem.

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