Gorilla Glass Warranty Claim

[MikeInMo]

As the owner of several Jeeps and many more Jeep windshields over the years, I jumped at the opportunity to get a Gorilla Glass windshield for my Gladiator. I did not expect to have to replace it less than a month after taking delivery, but things happen. If you aren't familiar, the GG windshield has a two year limited replacement warranty. Basically, they won't replace it for small chips or major accident type damage.

Long story. TLDR - I am now more than two weeks waiting to get a warranty replacement authorized. Skip to Rant Over if you don't want the details.

My incident occurred on my way to work on Friday morning 10/29. I was on the highway and heard a loud pop that made me jump. Because I have done enough windshield claims over the years, I know the time, location, and weather conditions (40s and rainy) when it occurred. By the time I got to work about 10 minutes later I had two cracks emanating about a foot in each direction from near the bottom edge of the windshield near the driver side wiper. When I got to work, I saw there wasn't a typical bullseye, and I could not feel the crack. The GG top layer took the impact, but an inner layer cracked. I called a local dealer service department that morning and got an appointment for Wednesday 11/3.

I dropped my truck off on 11/3, and they kept it all day. When I called that afternoon to check on it, I was told they didn't know anything about the GG warranty and had not had a claim for one to date. I emailed the service advisor a link to the Mopar GG page that includes general information, the warranty, and even the replacement part number. My advisor thanked me for the information, told me they didn't have a windshield in stock, and it would be a couple days before they got one in. When I went to pick it up, the advisor took a couple pics of the crack to include in the warranty claim. If you're wondering: Mopar Gorilla Glass Information

On Sunday 11/7, I noticed the cracks were running and were now within six inches of the edges of the windshield. I took a couple pictures and emailed them to my advisor to look at Monday and asked for an update. No response.
Second email on Monday 11/8. No response.
Phone call Tuesday 11/9. He was out. Someone else would call me back. No response.
Phone call Wednesday 11/10. Voicemail. No response.
Phone call Thursday 11/11. Voicemail. No response.

All I want is an update at this point. My messages have been polite but firm. As frustrated as I am, I know getting ugly will get me nowhere even faster than I am already getting there. Continuing on....I was on that side of town early afternoon Thursday 11/11, so I stopped by the dealership. My advisor was there. He told me he was waiting on a response from the "Digital Imaging Claims Department." I asked if this long of a response was typical and if there was a way to follow up or expedite. Blank stare. He said he would call me back by the end of the day. You guessed it. No call that day or Friday 11/12.

I emailed again Monday 11/15 asking for a call back by noon. I got an email response that the "Digital Imaging Claims Department" wanted pictures of my VIN plate, odometer, and the cracks (all info he had already). I sent pics in less than 30 minutes. I have heard nothing back even though I have followed up.

In the meantime, I did contact @JeepCares last week to see if there was anything they could do. All they did was confirm there is a warranty and tell me to work with my dealer. Pretty much useless.

Rant Over

Has anyone else had a GG replacement claim through the factory warranty? What did your process look like? Any pointers?

Does anyone know anything about the Jeep/FCA/Mopar/Stellantis/Lee Iacocca Memorial "Digital Imaging Claims Department" that seems to be a blackhole for my service advisor? What are typical response times? Is there a way to follow up with them? Is this even the correct way to process a windshield claim? This claims process seems similar to what a lot of auto insurance companies are using to process/estimate accident claims. While fraught with their own issues, taking more than two weeks to respond does not seem to be one of them.

I am open to any and all suggestions. This should not be this difficult.

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[MikeInMo]

Here are some pictures for reference. The first one is the day it happened 10/29. The second one is from Monday 11/15.

 

[Mjolnir]

I only somewhat have. My GG is not factory but from HPG. A month into having mine there was a near perfect line crack on the driver side from the hood to the roof. It was perfectly in line with where my wiper stops coincidentally.

I contacted HPG and they sent out a replacement immediately.

Having an OEM GG warranty is great, but I am more than happy with how HPG handled my issue.

 

[MikeInMo]

I only somewhat have. My GG is not factory but from HPG. A month into having mine there was a near perfect line crack on the driver side from the hood to the roof. It was perfectly in line with where my wiper stops coincidentally.

I contacted HPG and they sent out a replacement immediately.

Having an OEM GG warranty is great, but I am more than happy with how HPG handled my issue.

That's how it should be. This is not a complicated issue. If I was just getting it replaced out of pocket, I would have had it done before my initial service appointment.

 

[Mjolnir]

That's how it should be. This is not a complicated issue. If I was just getting it replaced out of pocket, I would have had it done before my initial service appointment.

Agreed.

It seems with new items or issues dealerships lag behind on what to do for ~3 months.

 

[Maximus Gladius]

Call your Parts Department instead of Service and get the arrival update. Everything ordered comes to Parts. Service then goes to Parts when the item comes in.

Your Parts Department has all the info including tracking #’s and can tell you instantly when the item is expected. NEVER ask the Service Department about an order item. They have to enquire with Parts when and if they have time. That’s why you never hear back. They’re busy taking calls and visits from people wondering where their items are. It’s a vicious circle that frustrates everyone and goes nowhere. So save yourself a huge headache and more days of being ignored and call Parts about your windshield.

You may even find it was never ordered, maybe, but Parts has the goods on all things ordered.

 

[MikeInMo]

Call your Parts Department instead of Service and get the arrival update. Everything ordered comes to Parts. Service then goes to Parts when the item comes in.

Your Parts Department has all the info including tracking #’s and can tell you instantly when the item is expected. NEVER ask the Service Department about an order item. They have to enquire with Parts when and if they have time. That’s why you never hear back. They’re busy taking calls and visits from people wondering where their items are. It’s a vicious circle that frustrates everyone and goes nowhere. So save yourself a huge headache and more days of being ignored and call Parts about your windshield.

You may even find it was never ordered, maybe, but Parts has the goods on all things ordered.

I get that. I don't think it was ordered though. The warranty claim hasn't been approved yet is how it has been explained to me. Even if it is in the Parts Department now, they won't install it.

 

[Maximus Gladius]

I get that. I don't think it was ordered though. The warranty claim hasn't been approved yet is how it has been explained to me. Even if it is in the Parts Department now, they won't install it.

Calling the Parts Department and having them look into your phone number will at least answer that part of the puzzle. If your windshield is approved, Service has to put it through Parts.

 

[Maximus Gladius]

The problem with being left to guess as to what’s happening is our thoughts run away with us. It takes up valuable space in the brain especially if it’s negative. We NEED solid answers even if the answer is “no” or “nothing is done yet” or “it’s coming but it’s going to be 3 weeks or 5 months”. It’s not knowing that wreaks havoc.

For me, having a concrete answer, allows me to move on or reassess
my situation. If I was in your place with a broken windshield, (which I do)… at the very least I would be happy that I still have a windshield and can wait for the establishment to inform me when it arrives. As frustrating as that is to wait, and I don’t understand what the waiting is all about, you have an important life to get on with and the unfortunate thing for the dealership is every day they keep you in the dark is just another less they get in your review of their service to you. These fricken dealerships live or die from customer reviews and you have a nasty one brewing I’m sure.

 

[Dryfly24]

The problem with being left to guess as to what’s happening is our thoughts run away with us. It takes up valuable space in the brain especially if it’s negative. We NEED solid answers even if the answer is “no” or “nothing is done yet” or “it’s coming but it’s going to be 3 weeks or 5 months”. It’s not knowing that wreaks havoc.

For me, having a concrete answer, allows me to move on or reassess
my situation. If I was in your place with a broken windshield, (which I do)… at the very least I would be happy that I still have a windshield and can wait for the establishment to inform me when it arrives. As frustrating as that is to wait, and I don’t understand what the waiting is all about, you have an important life to get on with and the unfortunate thing for the dealership is every day they keep you in the dark is just another less they get in your review of their service to you. These fricken dealerships live or die from customer reviews and you have a nasty one brewing I’m sure.

I think part of why we as consumers have so many companies that don’t deliver on service is because they can get away with it with very little consequence. There is zero reason why a replacement should be taking this long. Even less than zero reason why they have been putting him off and not responding to his numerous requests for information.

All you need to to know about this and why it’s happening is evident by contrasting his circumstances with that of the other poster who went with a different company and had his replaced immediately.

It comes down to poor customer service. Nothing more or less. The fact that they tell him ”someone will be in touch by…” then go radio silence is another great indication that they have no real interest satisfying the customer. He shouldn’t have to send numerous emails or make multiple phone calls just to try to find out hat the hold up is.

At least now I know who NOT to go with when it comes time to replace mine. If nothing else, the OP has done the community a valuable service with this thread…

Edited to add that it’s becoming increasingly clear from this and a multitude of other threads that the laughably named “Jeepcares” is nothing more than a marketing gimmic.

 

[Maximus Gladius]

It’s a shame at best that the OP is having to deal time and time again with this dealership and others to get a claim approved. Management needs to step up and give every morning’s talk with a fervent message of hell, fire and brimstone to the staff who find it acceptable to cause a customer’s scorn or cause a review that is anything less than 5! This wouldn’t be the first time that I had to deal with the same bankruptcy of care and walk up to the lead service advisor on the file and say they would be FIRED if I was manager on site! Say it load enough that others hear it or put it in the review.

 

[Dryfly24]

It’s a shame at best that the OP is having to deal time and time again with this dealership and others to get a claim approved. Management needs to step up and give every morning’s talk with a fervent message of hell, fire and brimstone to the staff who find it acceptable to cause a customer’s scorn or cause a review that is anything less than 5! This wouldn’t be the first time that I had to deal with the same bankruptcy of care and walk up to the lead service advisor on the file and say they would be FIRED if I was manager on site! Say it load enough that others hear it or put it in the review.

Unfortunately, in my experience, it’s usually because the upper management is so bad that these problems occur. It’s the trickle down effect. . .

 

[Maximus Gladius]

Unfortunately, in my experience, it’s usually because the upper management is so bad that these problems occur. It’s the trickle down effect. . .

??

 

[Dryfly24]

I was all set to go with it before reading this. But now it doesn’t sound like it’s worth even bothering with. . .

 

[Maximus Gladius]

Interesting. My service guy told me there was no warranty on glass. The warranty is pretty vague tho. Sounds like it’s up to their discretion. I’m gonna call and ask. Here’s mine five days after vehicle purchase. I didn’t have a chance to fix it because it ran right away.

This just says ‘there’s no warranty for you’. The “Notwithstanding”clause and “additional exclusions may apply” is their way out of not replacing it. I’ve had a crack migrate across the windshield within 10 min from initial impact. There’s no way one is able to drop what they’re doing and drive immediate to the dealership in order to maintain the warrantable sized damage before it creeps beyond what’s warrantable!!? The wording is insane and ludicrous NOTWITHSTANDING the windshield remains damaged whether it’s nice and conforms to the language or the dam thing cracks beyond 3”.

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