Does Jeep Cares, really care?

[TomPeak]

Hold your hand up if you have had dealings with this mysterious group of people called, Jeep Cares and have gotten absolutely zero help ?
Zero communication from them to me, which I assume is also similar between them and the dealer regarding the 2022 Ecodiesel Rubicon with 719 miles that can’t be repaired due to lack of knowledge of ecodiesel emission system that the manufacturer designed.

So again, who doesn’t in their heart believe that Jeep Cares, actually gives two craps? ? I’m not talking about the parts supply excuses, nor the, all of our techs are out with Covid excuse. I’m talking, terrible to zero communication from Jeep Cares.
case number 81629812

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[Russler]

My Jeep DOESNT Cares Case #79708336 opened June 4 2021 still unresolved. Don't waste your time and work directly with the dealership.

 

[Mr._Bill]

They were helpful for me. They got the parts expedited and shipped to the dealer for the steering gear box replacement, back when the wait times being quoted were about six weeks. They also tried to help with another TSB. I find them quite willing to try, but they are limited in what they are actually allowed to do.

 

[CMac]

My Jeep DOESNT Cares Case #79708336 opened June 4 2021 still unresolved. Don't waste your time and work directly with the dealership.

This is the thing: it’s hit or miss. I have seen plenty of people on this very forum get complete resolution from Jeep Cares and have also seen the exact opposite…hit or miss.

I work in the mechanical project business (aka hvac) and am seeing similar things happening in my company and in vendor companies everywhere. Some people care about the littlest things, while others just wouldn’t give shit less if you were on fire.

The dealerships are a gamble, too. Some of these pricks couldn’t fix a cup of coffee…and others are rock solid.

I wish there was a simple/reasonable answer, but sometimes there isn’t. If you have a case open with @JeepCares I would continue to pursue it. Business types set aside, the one thing that is true: it’s the squeaky wheel that is most likely to be greased.

 

[ShadowsPapa]

Heck yes. If it wasn't for Jeep cares, I'd not have had a new tonneau cover installed back in 2020.
JeepCares got involved, put me in contact with a START team person who gave me an 800 number I was told to tell the dealer to call. After seeing that communication, and contacting that number, I got a call saying it was taken care of.
I had been to two different dealers, on the second dealer the service writer was blowing me off saying "they are all that way". (he's not there any more and I deal with better people and the shop has been fine with me since then - sort of like they didn't like Jeep getting involved)
JeepCares to the rescue. Communication was good.
I'll never forget the other service guy was walking by when I was explaining to the service writer about JeepCares and the internet support and so on - he spoke up and said "I've heard of them, Jeep has a whole team that does this sort of thing"............ and the argument was over.

There are only so many things they can do - they are not technical people, they aren't decision makers. Dealers are independent to a great degree so JC can't force anything. But they do "know people" and have contacts and help you navigate channels.
And some things are just plain obscure and more difficult to figure out so they'd not be a ton of help in those cases.

 

[johnparjr]

They helped me when my dealer kept overfilling on oil changes

 

[ShadowsPapa]

They helped me when my dealer kept overfilling on oil changes

They did that only once with me - one of the first oil changes. I brought it to their attention, they took my truck back in while I waited and did a complete oil change again. It's not bee over-filled since (but then if they've sold a lot of these, they'd have learned)
This was mostly an issue when they hadn't seen many of the Gladiators as the other 3.6 engines took 6 quarts so they assumed - hey, 3.6, it must take 6 quarts - and assumed incorrectly.

 

[Challenger85]

You can tag them here. @JeepCares

There’s probably good people there doing the best they can but it’s an imperfect world. Doesn’t excuse anyone feeling like they’re being ignored though.

 

[Tim]

I had a really great experience with Jeep Cares when my fuel pump kicked the bucket while on vacation 500 miles from home.

 

[ShadowsPapa]

I think that in most cases - the people who make up "JeepCares" do care. It's the situation and job description that may at times get in the way.

 

[Tim]

I think that in most cases - the people who make up "JeepCares" do care. It's the situation and job description that may at times get in the way.

You’re right.

Everyone has a bad day sometimes which can manifest itself in ways it shouldn’t from time to time. It is also my opinion that in the moment some customers (Jeep owners) don’t exhibit the best behavior, either. I am not finger pointing at anyone on these forums specifically but, in general, the way a situation is approached can have a dramatic impact on the outcome. Attacking the situation with guns blazing can immediately put the other party in a defensive position whereas a more cordial approach can put them in a position where they want to help. I get it, these trucks are expensive and some of the issues faced by us owners are, quite frankly, completely uncalled for and unacceptable. The people that have to sort it out, though, are just that, people. Blasting away belligerently with a sense of entitlement probably isn’t a great way to get results, even if it’s technically justified.

 

[AnmiP]

I'll revive this older thread to bring this conversation up to current times. Curious to see if perspectives change over time.

I had a great first experience with my @JeepCares rep. She worked diligently to assist the service department to diagnose and fix the defects on my then (Oct 2022) new Mojave. She kept me up to date when the dealer refused to do so, expedited parts, and linked the dealer techs with corporate techs to aid diagnosis. She was even going to help me with the negative financial effects of the 80 days the dealer had the JT.
Then she disappeared. Took me a month to make contact with someone who informed me that they reassigned me to a new rep. The new rep was worthless. He wouldn't follow through on the promises of the first rep, improperly filed request for things he promised me, and was near impossible to contact in a timely manner. He even explained that since Jeep couldn't fix the defects he could get me an extended service contract. It baffled him how useless an extended warranty is when the defect can't be fixed under the original manufacturer warranty.
-I understand it hasn't been fixed, but Jeep will warranty it for longer. ?

All this to say, it seems to really depend on who your Jeep cares rep is. I'm 50/50 so far.
P.s. 118 days at the service department, 1 of 3 defects fixed by Jeep (new engine). 1 defect partial repaired by me (check your steering components torque specs), and one remaining pain in the butt highway vibration.

 

[BAT]

They were very helpful to me when I had my issue with the steering box and the dealerships not willing to make the change even after there was a TSB on it.

 

[Uparms]

Yes, there have been a big help the only time I used them. Along with the Jeep service center I used. (not where I purchased) Yes.

 

[Hootbro]

I'll revive this older thread to bring this conversation up to current times. Curious to see if perspectives change over time.

JeepCares is like Human Resources at a company. Great if they can fix a problem lower down but if it has to escalate up, their loyalty is to they company first.

If was to guess, I suspect that about all of the "JeepCares" pool of people that are scattered across the various internet forum boards are just contractors. That means they have very limited access to a corporate structure and probably work from a customer service troubleshoot tree diagram.

If your problem falls within troubleshoot tree diagram with a solution, they are the greatest. If the problem falls outside of it, then that is where it breaks down and there is no motivation for critical thinking to solve it.

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