Jeep Wave Customer Care disappointment

[MrZappo]

I feel you.
When I was told about the program in February 2021 during the purchase pricess, I should not have been sold on this being a benefit of the program. Offer me a 4th oil change under the program because you can't do the loaner. Tell me up front that dealer participation is optional.

How many Rubicon owners would be pissed if they hit the switch only to find out they really didn't have a front locker they were supposed to have?
It's what you paid for. Right?
No big deal? Hard times, huh?
Yes, that is equipment and not a service, but both have value.

?????

Your killin me ...

A missing locker on a rubicon is a slight bit different than a bit of paperwork for a loaner ... I dont even know how to respond to that one ...

Now I need a beer ...

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[Sorbs]

The oil change itself maybe but my dealer is always backed up for LOF even with an appointment. Staffing is rough these days.

He wants a loaner for an oil change…let that sink in…?

 

[Higher_Ground]

On the one hand, I think we've grown accustomed to being reasonable to dealers who are trying to do a job but hamstrung by lack of inventory or parts.

But as pointed out, the same day loaner vehicle is a thing of value. A thing they are not giving you, per their own discretion to opt out.

Imagine how that would work for the oil?

"Sorry, no oil available today. I suggest you arrive at 6:30 am and wait 30 mins in line if you want it. Or, only the first 3 people get their oil change."

And the rental is an attempt to make it up, but not the same at all. "We don't have any oil today but if you want to drive across town to Walmart and deal with all that hassle, we'll send you a check in the mail for the price of the oil."

Personally, I would not get too worked up about it and just try to find a better time to squeeze it in. I have had to use vacation time, which I don't like having to do, but it's better than waiting 2 hours on a Saturday morning. That being said, I think they shouldn't be advertising it as part of the program if it's not mandatory (within reason).

They are the ones offering this. It's not something I would expect otherwise and certainly not after the 2 years are up.

 

[Summitsearcher]

You can lure more bee’s with honey than with vinegar. All I’m saying has nothing to do with the product. Understand the situation we all are in with you. The problem is not the Gladiator per say, It’s a 3rd party promise you find insufferable in unique circumstances.

When you realize shit just happens, you learn how to make lemonade out of lemons ?.

 

[Jay1313g]

Your killin me ...

A missing locker on a rubicon is a slight bit different than a bit of paperwork for a loaner ... I dont even know how to respond to that one ...

Now I need a beer ...

You and I both put value on different parts of the product then.
I don't need/value a front locker, but you may. The convenience advertised in the Jeep Wave program was attractive to me though. That is part of what I bought, just like a locker to others.
I may be using an extreme comparison, but It's the same concept really. Just because you may not value the convenience doesn't make it no big deal for someone else. ??‍

 

[LostWoods]

He wants a loaner for an oil change…let that sink in…?

So? Toyota used to give me one every time and Ford before that. Drop it off first thing, work all day, pick it up on the way home. It's an expected service in 2021 for a reason. It's pretty much standard practice in most major metro areas.

 

[MrZappo]

You and I both put value on different parts of the product then.
I don't need/value a front locker, but you may. The convenience advertised in the Jeep Wave program was attractive to me though. That is part of what I bought, just like a locker to others.
I may be using an extreme comparison, but It's the same concept really. Just because you may not value the convenience doesn't make it no big deal for someone else. ??‍

If you bought a Jeep with any expectation of "convenience" from a Jeep dealer no matter what the wave program says, you may have purchased the wrong vehicle ...

Jeep dealers are notoriously half assed ... Not saying its right ...

Perhaps a Lexus would suit you better ... They may not have a loaner but at my local dealer they will have a 20 something non gender specific masseuse give you a back rub while you wait ...

At my local Jeep dealer you will be lucky if they get you a Styrofoam cup of burnt coffee while running over your foot ...

 

[Sleighman]

FCA & Dealer failed. My perspective. I had a 2019 Genesis G70 3.3T which cost about 50k. At point of sale I was told Genesis/Hyundai had free oil changes for 3 yrs with a loaner. They will even pick up the car and drop off the Genesis loaner. We'll that is exactly how it played out. Several times coming to the house or me picking up loaner at dealer sign and drive. No BS. I traded that car in on my Gladiator. So to me if the dealer sells me a FCA product and the dealer gives me 100% of the paperwork and explains Jeep Cares they are on the Hook to meet those expectations. I just had my oil changed about a week ago and it was a 30 minute turnaround so I didn't even think about a loaner but I get his frustration. I get the dealers don't answer to FCA on this but the dealers better wake up because the do answer to us the customer and anyone of us could be driving a ZR2, Tacoma etc tomorrow.

 

[LostWoods]

If you bought a Jeep with any expectation of "convenience" from a Jeep dealer no matter what the wave program says, you may have purchased the wrong vehicle ...

Jeep dealers are notoriously half assed ... Not saying its right ...

Perhaps a Lexus would suit you better ... They may not have a loaner but at my local dealer they will have a 20 something non gender specific masseuse give you a back rub while you wait ...

At my local Jeep dealer you will be lucky if they get you a Styrofoam cup of burnt coffee while running over your foot ...

Jeep is positioning itself as the premium FCA brand for SUVs. If it wants that position it needs to start acting like it.

 

[MrZappo]

Jeep is positioning itself as the premium FCA brand for SUVs. If it wants that position it needs to start acting like it.

Yeah ... While they are gonna need a new dealer network then ... The dealers around me are staffed with Neanderthals ...

Something to strive for I guess ...

 

[LostWoods]

Yeah ... While they are gonna need a new dealer network then ... The dealers around me are staffed with Neanderthals ...

Something to strive for I guess ...

I don't disagree, but as I said above, this is an expected service for most of the market. It started with the premium brands but even Mitsubishi and Kia give out loaners these days. People want service to be as inobtrusive as possible and with how notorious dealers are for a 30-60 minute LOF wait turning into 2 hours or more, I don't blame them.

 

[jcarbs]

You must have great dealers around you, both local Toyota & Chevy dealers had me either drop it off with no loaner or wait. And that was pre-covid. I know I'll have to sit and wait when the Gladiator goes in or schedule a ride with a co-worker. It all comes down to the local dealer. For the gentleman with the Genesis. When the dealer was giving you rides, us Hyundai owners were sitting in the waiting room for their vehicles.

 

[dfwxjer]

To note, the "Jeep Wave" program is $150 if purchased outside of the new Jeep. Y'all are expecting personal concierge service for $150. Let that sink in.

My dealership offers to get me a Lyft home and back up to the dealership to pick it up if I choose to not wait. Rental car world has been destroyed in recent months and there's no way Jeep could have predicted this. When there aren't any cars it's hard to prioritize a rental car to someone getting an oil change when there are other customers having to leave their vehicles overnight for days on end.

Not to mention the Jeep Wave program offered to reimburse for a rental car. The OP decided that was too much work. Solution was offered, and rejected.

 

[Bonanza]

I don't understand why people don't do their own oil changes. I really don't. Full disclosure-- I let the dealer do my first oil change, for the first time since in likely a decade. It was free of course, and I wanted to browse the cars and kill time while waiting for my wife to be done with a separate appointment.

I cannot imagine expecting a loaner vehicle for a oil change. That's nuts.

 

[texanjeeper]

I'm not sure how many dealerships there are in your area, but if there are more than one to choose from, check out if the other(s) have loaner vehicles. The dealership I bought my Jeep from doesn't have loaners, and doesn't participate in a rental car program anymore. I knew that going in. I'll either have to get a ride home and a ride back up there when I have something done, or I'll have to drive to one of the other 2 or 3 dealerships within 15 miles of me and use them instead. I would imagine that leaving the dealership for another one, and letting them know about it, could drive their behavior IF enough people do it. Just sayin'.

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