Manual Transmission Club

[lukem80]

So what exactly does "escalated" mean? Has anyone actually seen any movement once they have been "escalated"? Here's is my JeepChat from Friday morning and I haven't heard a word since:

Mathew (‎8‎/‎23‎/‎2019‎ ‎8‎:‎56‎:‎35‎ ‎AM): Thank you for waiting Lance and I apologize for the wait. I do see the order in our system, and it's currently showing as primary schedule established based on production capacity. However, that doesn't seem exactly right to me, so what I would like to do is escalate this up to our information team so that they can look into this further for you and see what exactly is going on and why it hasn't moved into the actual production status. Just to confirm, the best phone number to reach you at is the xxx-xxx-xxxx and the best email address is [email protected] correct?
Me (‎8‎/‎23‎/‎2019‎ ‎8‎:‎57‎:‎10‎ ‎AM): correct, thank you
Mathew (‎8‎/‎23‎/‎2019‎ ‎8‎:‎58‎:‎22‎ ‎AM): You're welcome. As soon as that team has new information on your order, they will be contacting you. Is there anything else i could look into for you today Lance?

give it another month. then give up and buy an auto off the lot....

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[Killdaram]

give it another month. then give up and buy an auto off the lot....

I guess I should have expected that..

 

[Thorn-Engineering]

I guess I should have expected that..

Escalated means nothing!

Dealer is canceling my order, but when they questioned what the true hold up is, the supply chain manager said it was a "filter" or something like a filter that was holding production up. Now i'm willing to bet that any filter used on a Sport S M/T is the same as the filter on a Rubi M/T, so how likely is that truly the hold up. They are pumping out Sport S Manuals from what I have seen. I would, on the other hand, say that a "filter" on the paint system for either hardtops or fenders may be the hold up....

My dealer is looking to trade for an auto version of what I want (mentioned that yesterday). They want my purchase, but I'd be amazed if another dealer will be willing to trade for it. So it looks like I may be forced to go on a road trip, work out a trade-in price and buy directly from a dealer that has it in stock. The question is, how long do I remain loyal to my dealership (been buying vehicles there for 13 years) before bailing? I've already waited 10 weeks, what's another week or two (2)? LOL SOOOO tempting knowing I could drive less than 100 miles today and come up with a new toy, TODAY!

 

[lukem80]

Escalated means nothing!

Dealer is canceling my order, but when they questioned what the true hold up is, the supply chain manager said it was a "filter" or something like a filter that was holding production up. Now i'm willing to bet that any filter used on a Sport S M/T is the same as the filter on a Rubi M/T, so how likely is that truly the hold up. They are pumping out Sport S Manuals from what I have seen. I would, on the other hand, say that a "filter" on the paint system for either hardtops or fenders may be the hold up....

My dealer is looking to trade for an auto version of what I want (mentioned that yesterday). They want my purchase, but I'd be amazed if another dealer will be willing to trade for it. So it looks like I may be forced to go on a road trip, work out a trade-in price and buy directly from a dealer that has it in stock. The question is, how long do I remain loyal to my dealership (been buying vehicles there for 13 years) before bailing? I've already waited 10 weeks, what's another week or two (2)? LOL SOOOO tempting knowing I could drive less than 100 miles today and come up with a new toy, TODAY!

you can't blame the dealer for this. They want to sell you a Jeep... its corporate that's acting crazy.

 

[Thorn-Engineering]

you can't blame the dealer for this. They want to sell you a Jeep... its corporate that's acting crazy.

I dont blame the dealer one (1) bit for the M/T ordering fiasco. That's done and over with in my book, now we're moving forward.

What I do have an issue with is the dealer leading me to believe they can trade for a vehicle (three (3) matches within 125 miles). They have calls/e-mails out to those dealers requesting the trade. So how long do I wait, or more importantly, how long do they allow me to believe its a solution? They want to sell me a vehicle, no doubt, but will gladly tell me they are doing everything they can to make that happen rather than being upfront. I'd prefer them to say "hey, we tried, but we can't get anyone to trade (in a timely manner) so you'd be better off going direct". If that is in fact the direction we go, great, i'd gladly start with them the next time I purchase a new vehicle. The longer they keep my hopes up that a trade is a solution and it not working out the worse off it is for them for future work. It's a shitty situation, but I like honesty.

 

[lukem80]

I dont blame the dealer one (1) bit for the M/T ordering fiasco. That's done and over with in my book, now we're moving forward.

What I do have an issue with is the dealer leading me to believe they can trade for a vehicle (three (3) matches within 125 miles). They have calls/e-mails out to those dealers requesting the trade. So how long do I wait, or more importantly, how long do they allow me to believe its a solution? They want to sell me a vehicle, no doubt, but will gladly tell me they are doing everything they can to make that happen rather than being upfront. I'd prefer them to say "hey, we tried, but we can't get anyone to trade (in a timely manner) so you'd be better off going direct". If that is in fact the direction we go, great, i'd gladly start with them the next time I purchase a new vehicle. The longer they keep my hopes up that a trade is a solution and it not working out the worse off it is for them for future work. It's a shitty situation, but I like honesty.

Dealer to dealer trades are sketchy to me... IMO. you might get one thats had $150 "wheel locks" installed, dealer etched vin numbers on the glass or a protective coating installed thats all BS markup

 

[chrcal14]

So what exactly does "escalated" mean? Has anyone actually seen any movement once they have been "escalated"? Here's is my JeepChat from Friday morning and I haven't heard a word since:

Mathew (‎8‎/‎23‎/‎2019‎ ‎8‎:‎56‎:‎35‎ ‎AM): Thank you for waiting Lance and I apologize for the wait. I do see the order in our system, and it's currently showing as primary schedule established based on production capacity. However, that doesn't seem exactly right to me, so what I would like to do is escalate this up to our information team so that they can look into this further for you and see what exactly is going on and why it hasn't moved into the actual production status. Just to confirm, the best phone number to reach you at is the xxx-xxx-xxxx and the best email address is [email protected] correct?
Me (‎8‎/‎23‎/‎2019‎ ‎8‎:‎57‎:‎10‎ ‎AM): correct, thank you
Mathew (‎8‎/‎23‎/‎2019‎ ‎8‎:‎58‎:‎22‎ ‎AM): You're welcome. As soon as that team has new information on your order, they will be contacting you. Is there anything else i could look into for you today Lance?

From my experience, and that's only mine, Escalated means instead of chat telling you things, they don't any longer, and now you get a form email when there's a status change from Jeff. Everyone gets Jeff. Seems basically like keeping you from continuing to bug chat about things. Finding out exactly what is going on? No, I didn't get any such thing. Just gathering parts, and then we have the parts, and then you're scheduled the week of the 26th. None of my specific questions were ever answered by Chat, Phone, @JeepCares, or Jeff via email.

I'm just rolling with the notion my build is going to start this week. We'll see if I get an E Status email when it starts.

 

[Phippy]

Soooo... Canceled my order yesterday. and went a bought a Porsche macan. Different route totally but FCA has left a very bitter taste in my mouth (also found out 3 builds made it to vancouver {nine hour drive over 4 mountain chains} minus the steel bumper). I will keep wheeling the old TJ so I am not really losing out... and who knows maybe next year i will trade the Porsche for a diesel JT. I just could not make 14 weeks. Does this make me weak?

 

[cgflyer]

Will you post in this thread?

Yes

 

[Jake]

Nope, not at all. I think it just makes you another understandably fed up customer.

Soooo... Canceled my order yesterday. and went a bought a Porsche macan. Different route totally but FCA has left a very bitter taste in my mouth (also found out 3 builds made it to vancouver {nine hour drive over 4 mountain chains} minus the steel bumper). I will keep wheeling the old TJ so I am not really losing out... and who knows maybe next year i will trade the Porsche for a diesel JT. I just could not make 14 weeks. Does this make me weak?

 

[Killdaram]

From my experience, and that's only mine, Escalated means instead of chat telling you things, they don't any longer, and now you get a form email when there's a status change from Jeff. Everyone gets Jeff. Seems basically like keeping you from continuing to bug chat about things. Finding out exactly what is going on? No, I didn't get any such thing. Just gathering parts, and then we have the parts, and then you're scheduled the week of the 26th. None of my specific questions were ever answered by Chat, Phone, @JeepCares, or Jeff via email.

I'm just rolling with the notion my build is going to start this week. We'll see if I get an E Status email when it starts.

From my experience, and that's only mine, Escalated means instead of chat telling you things, they don't any longer, and now you get a form email when there's a status change from Jeff. Everyone gets Jeff. Seems basically like keeping you from continuing to bug chat about things. Finding out exactly what is going on? No, I didn't get any such thing. Just gathering parts, and then we have the parts, and then you're scheduled the week of the 26th. None of my specific questions were ever answered by Chat, Phone, @JeepCares, or Jeff via email.

I'm just rolling with the notion my build is going to start this week. We'll see if I get an E Status email when it starts.

Finally heard from Jeff as follows and, I contacted my dealer but, it sounds like I may be outta here soon fellas::

Dear Lance,

My name is Jeff with the Jeep Product Information Center. I understand you have previously reached out to us seeking a status update on your 2020 Jeep Gladiator factory order.

A review of your order indicates there are updates that must be addressed and confirmed directly through the dealership the order was placed through.

At this time, I have updated your file to reflect this information and would encourage you to reach out to your ordering dealership for further review.

I feel this referral action will provide the best resource for your order update.

Thank you for your time.

Sincerely,

Jeff
Jeep Information Center
O|||||||O

 

[Troutman]

Ahhh Jeff, what a load of nonsense lol. This is a easy out for FCA so you stop bugging them in chat. This whole experience has not left a bad taste in my mouth with Jeep i will just never try to order a vehicle from them again

 

[chrcal14]

Escalated means nothing!

Dealer is canceling my order, but when they questioned what the true hold up is, the supply chain manager said it was a "filter" or something like a filter that was holding production up. Now i'm willing to bet that any filter used on a Sport S M/T is the same as the filter on a Rubi M/T, so how likely is that truly the hold up. They are pumping out Sport S Manuals from what I have seen. I would, on the other hand, say that a "filter" on the paint system for either hardtops or fenders may be the hold up....

My dealer is looking to trade for an auto version of what I want (mentioned that yesterday). They want my purchase, but I'd be amazed if another dealer will be willing to trade for it. So it looks like I may be forced to go on a road trip, work out a trade-in price and buy directly from a dealer that has it in stock. The question is, how long do I remain loyal to my dealership (been buying vehicles there for 13 years) before bailing? I've already waited 10 weeks, what's another week or two (2)? LOL SOOOO tempting knowing I could drive less than 100 miles today and come up with a new toy, TODAY!

Filter thing sounds kind of thin. Can't say I ever heard of a Rubi specific filter. Who knows, I could be wrong.

I get the loyalty thing, I bought from the same place for Chevrolets for years. Be cool to do business local with someone trusted. Better for service etc. Failing that... go get your toy!

 

[chrcal14]

Soooo... Canceled my order yesterday. and went a bought a Porsche macan. Different route totally but FCA has left a very bitter taste in my mouth (also found out 3 builds made it to vancouver {nine hour drive over 4 mountain chains} minus the steel bumper). I will keep wheeling the old TJ so I am not really losing out... and who knows maybe next year i will trade the Porsche for a diesel JT. I just could not make 14 weeks. Does this make me weak?

Doesn't make you weak at all. Makes you a human with a desired expectation that a company you wanted to do business with couldn't satisfy. Not being willing to wait indefinitely with no clear idea what's going on does not make one weak.

You wanted to enjoy the thrill of a new car, and you satisfied your wishes. Well done sir.

 

[chrcal14]

Finally heard from Jeff as follows and, I contacted my dealer but, it sounds like I may be outta here soon fellas::

Dear Lance,

My name is Jeff with the Jeep Product Information Center. I understand you have previously reached out to us seeking a status update on your 2020 Jeep Gladiator factory order.

A review of your order indicates there are updates that must be addressed and confirmed directly through the dealership the order was placed through.

At this time, I have updated your file to reflect this information and would encourage you to reach out to your ordering dealership for further review.

I feel this referral action will provide the best resource for your order update.

Thank you for your time.

Sincerely,

Jeff
Jeep Information Center
O|||||||O

That's a new one. And he didn't "Thank you for you patience as we launch this exciting new product". Maybe because you didn't specifically complain about a delay.

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