Frustration is an understatement......

[Deleted member 31576]

I don't even know where to begin. I have continued to get the runaround with the local Jeep dealership, JeepCares and Stellantis in regards to our rear window leak, CEL, hot air randomly coming through the air conditioner and Auto/Stop/Start malfunction. I have 10 pages of documented communication between JeepCares, the dealership and the Service Director over the Sullivan Auto Group (local dealerships) - and absolutely zero lack of concern for the issues. The customer service within this organization ABSOLUTELY SUCKS!

We began to believe that JeepCares was the answer - only to find out that JeepCares sends a bunch of empty messages and has had zero contact with our dealership. We were told several times that they were in contact with our dealership only to be handed off to several JeepCares reps - each one not advised of anything that was going on.

I don't like to rant or rave - but I am utterly disappointed with this entire organization. We want to like this vehicle and enjoy the brand like so many others do - but the customer service is deplorable. The Jeep itself, aside from the mechanical problems - is actually awesome. The features are great - the customer service and service experiences or lack thereof have just destroyed our experience with Jeep.

If anyone is interested in reading the document I sent to Jeep let me know. I'm just venting here.

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[jbehrn]

I feel for you. Took Jeep 4 months to get my rear window replaced on my old 20 Gladiator; 3 months to get the steering box replaced; 3 times over 8000 miles to get the start/stop to work; and they couldn't diagnose an issue with the brake system that plagued that truck.

JeepCares was helpful in get the rear window and steering box handled from my local dealer.

I believe that there is a TSB for the A/C issue you mentioned. Check out this thread:

Voided warranty due to gears | Jeep Gladiator Forum - JeepGladiatorForum.com

 

[Mac]

Customer service doesn’t exist with Jeep, thankfully I have only had very limited dealings with several local dealerships post purchase, they never fail to disappoint

 

[Kilroy1941]

Took me a year for Jeep to refund me for the unfixable base radios. Rear windows will all eventually leak on the hard top eventually, mine started it but thankfully I have a amazing dealership two hours away. About a month now but I go in two weeks for the replacement. Honestly with all the issues with jeep customer service I have had plus the poor build quality this will be my last one for a very long time.

 

[ShadowsPapa]

I feel for you. Took Jeep 4 months to get my rear window replaced on my old 20 Gladiator; 3 months to get the steering box replaced; 3 times over 8000 miles to get the start/stop to work; and they couldn't diagnose an issue with the brake system that plagued that truck.

JeepCares was helpful in get the rear window and steering box handled from my local dealer.

I believe that there is a TSB for the A/C issue you mentioned. Check out this thread:

Voided warranty due to gears | Jeep Gladiator Forum - JeepGladiatorForum.com

Yeah, after months and months of them saying it's not a problem, it is supposed to do that, it's programmed to refresh, blah blah, then there's a TSB - and to make it harder NHTSA doesn't even have it posted yet, but it was released in MAY?

It's not been a "problem" for me - it has only done it on one LONG trip and maybe once or twice otherwise, so it's not a big deal - but.............

Rear windows will all eventually leak on the hard top eventually, mine started it but thankfully I have a amazing dealership two hours away.

Why all? Mine is a November 2019 build, almost 19,000 miles, not a drop. And I pressure wash it fairly regularly and even aim the nozzle at all windows.
I'm curious why you say "will all eventually leak". Well, with a long enough timeline, yeah, I mean, my 70 Javelin front and rear glass did start leaking about 2005.

But seriously- I'm curious, as many thousands of us have not seen leaks.

 

[Jerhemi]

Sorry for your probs. To be fair, customer service seems to suck from all brands. Once your deal is done, so is their caring IMO. Had driveline vibrations issues with my brand new 2017 F150 right off the lot. Same lack of care from Ford.

I am waiting for a trans pan for my 2021 Gladiator that started to leak with less than 2000kms on it. Told it will be months....they just don't care. My grandfather owned a GMC dealership back in the day, if a customer had a problem, YOU FIX it. They would take parts off brand new in stock trucks if needed. rendering them unsellable until the parts came in. Customer satisfaction meant a lot more back then.

 

[ShadowsPapa]

Sorry for your probs. To be fair, customer service seems to suck from all brands. Once your deal is done, so is their caring IMO. Had driveline vibrations issues with my brand new 2017 F150 right off the lot. Same lack of care from Ford.

I am waiting for a trans pan for my 2021 Gladiator that started to leak with less than 2000kms on it. Told it will be months....they just don't care. My grandfather owned a GMC dealership back in the day, if a customer had a problem, YOU FIX it. They would take parts off brand new in stock trucks if needed. rendering them unsellable until the parts came in. Customer satisfaction meant a lot more back then.

They can't take parts off and fix with parts from another - not legally and not ethically, IMO.
And a pan not being available is not the dealer's problem or fault, and since JEEP doesn't make that transmission pan - how can you even blame them?
Read about all of the world-wide labor and supply shortages. It's life going forward.

If I bought a new truck and found that a dealership had taken a part off it to fix another - or it had been taken apart at all for any reason, I'd be back in their face demanding they make good somehow - it's now not a factory new and fresh truck. Sorry, but my truck had better be NEW and untouched other than for prep - no seals broken, no parts swapped, etc. FULL disclosure.
It may even be law.

 

[arneb04]

Yeah, after months and months of them saying it's not a problem, it is supposed to do that, it's programmed to refresh, blah blah, then there's a TSB - and to make it harder NHTSA doesn't even have it posted yet, but it was released in MAY?

It's not been a "problem" for me - it has only done it on one LONG trip and maybe once or twice otherwise, so it's not a big deal - but.............




Why all? Mine is a November 2019 build, almost 19,000 miles, not a drop. And I pressure wash it fairly regularly and even aim the nozzle at all windows.
I'm curious why you say "will all eventually leak". Well, with a long enough timeline, yeah, I mean, my 70 Javelin front and rear glass did start leaking about 2005.

But seriously- I'm curious, as many thousands of us have not seen leaks.

From what I’ve seen, this is a common forum reaction to problems many seem to have. Somehow people make the jump to all vehicles being affected. I haven’t had a window leak, I haven’t had ac issues, I haven’t had a rear axle seal leak either. Forums are ripe for complaints which gives the illusion its much more widespread than the reality of the situation.

 

[Kilroy1941]

Yeah, after months and months of them saying it's not a problem, it is supposed to do that, it's programmed to refresh, blah blah, then there's a TSB - and to make it harder NHTSA doesn't even have it posted yet, but it was released in MAY?

It's not been a "problem" for me - it has only done it on one LONG trip and maybe once or twice otherwise, so it's not a big deal - but.............




Why all? Mine is a November 2019 build, almost 19,000 miles, not a drop. And I pressure wash it fairly regularly and even aim the nozzle at all windows.
I'm curious why you say "will all eventually leak". Well, with a long enough timeline, yeah, I mean, my 70 Javelin front and rear glass did start leaking about 2005.

But seriously- I'm curious, as many thousands of us have not seen leaks.

The leak specialists who go to my dealership told me they will all eventually leak at the back window. ( since some people apparently don't know what that is...) they come from Stellantis HQ and serve larger dealers by setting up a large rain apparatus that comes out the back of their truck and fits two vehicles under it. They set up a camera inside, test angles and document with photos for Stellantis. They have replaced a lot of these windows. Top notch at replacing them seamlessly with a great glass shop. New or later on. Mine is a 20 just hit 19k and started leaking and quickly progressed to a very bad leak across the whole top of the window.

They stated it was always one of three manufacturing issues that often lead to the other. 1. The inner frame for the window cracks due to vibration causing the seal to pull away over time or when installed or too much pressure was used at the factory causing the start of the crack in the first place. 2. Seal was actually fused to or stuck to glass from a flaw in the process. 3. Too much pressure and mis-alignment causes the seal to fold on it's self when installed at the factory.

 

[MrZappo]

The leak specialist at my dealership told me they will all eventually leak at the back window. New or later on. Mine is a 20 just hit 19k and started leaking and quickly progressed to a very bad leak across the whole top of the window.

The "leak specialist" ? Huh ? Does he have a degree in leakology?

You mean the guy with slightly better troubleshooting skills than the rest of the knuckle draggers at the dealership ?

"Leak specialist said." Ok. Next time your there, ask him the winning lottery numbers for me. Same chance of him being correct.

 

[ShadowsPapa]

The "leak specialist" ? Huh ? Does he have a degree in leakology?

You mean the guy with slightly better troubleshooting skills than the rest of the knuckle draggers at the dealership ?

"Leak specialist said." Ok. Next time your there, ask him the winning lottery numbers for me. Same chance of him being correct.

Yeah, based on one guy in a dealership....... now unless he found a manufacturing defect in the seal......... but then, we'd not all get the same seal anyway because things change with time and once a defect was found through fixing or replacing windows and/or tops, that seal will change.

Maybe someone should be tracking this one by build dates. Bet there's a correlation.

I think the quote goes "over a long enough timeline, the survival rate for everyone drops to zero"
Over enough time, these WILL all leak. But then I have a 73 with no water leaks so if this lasts 40 years without leaking, I won't give a crap after that. I'd be 104 and likely not driving THIS truck any more - but then again, never say never.............. I still drive an 82.

 

[Jerhemi]

They can't take parts off and fix with parts from another - not legally and not ethically, IMO.
And a pan not being available is not the dealer's problem or fault, and since JEEP doesn't make that transmission pan - how can you even blame them?
Read about all of the world-wide labor and supply shortages. It's life going forward.


If I bought a new truck and found that a dealership had taken a part off it to fix another - or it had been taken apart at all for any reason, I'd be back in their face demanding they make good somehow - it's now not a factory new and fresh truck. Sorry, but my truck had better be NEW and untouched other than for prep - no seals broken, no parts swapped, etc. FULL disclosure.
It may even be law.

Hey man, just telling you how it was. And I am willing to bet Jeep has plenty of trans pans at the factory, the same one is used for the Wrangler I am told. So ya, they can do better. The part about them not making the pan is not my concern. Jeep sells the final product, it is their responsibility IMO. I am not saying they should take it off a completed vehicle. Also, I am not saying the information should be with held.

My new at the time Kia Sorento needed a fog light that was on serious back order a few years back after it was in for a 7k accident repair (someone hit my wife). Kia took one off a car on the lot after it sitting at the dealership for 30 days waiting. So, I think it is still done to some extent. Again, disclosure is needed and I am not suggesting you take an engine apart.

 

[ShadowsPapa]

Seriously? Jeep should have pans? You've never been directly involved in manufacturing, I suspect. (especially today with the "just in time" systems in place)
Please explain why they should have extra pans at the factory.
That's not exactly a high demand normal replacement part.
You are speaking from pure, raw emotion, not logic nor the knowledge of the world situation or even manufacturing processes of cars. There are parts that they simply don't keep, or keep few of. These days, where some of these parts are made, there's labor AND transportation shortages. Companies are scrambling to not go belly-up after covid. Almost all have shut down plants for days or longer because of parts shortages. Some have had to wait weeks for a steering gear - and you think a non-wear item should be here this week?
You also realize what a PAIN these transmissions are to deal with - just changing the fluid isn't a pull the plug, let it drain, dump a few quarts in the dipstick hole thing any more. Opening up a transmission exposes those intricate and extremely tight tolerance shuttles and valves to dust and dirt. Anything smaller than a human hair, lint off a shop rag, can lock them up solid (I've done transmissions in the past). I've seen transmissions destroyed, broken, literally, solenoids busted off the case, by a valve locked by - dust. Taking a fog light off is a joke compared to swapping transmission pans. (especially on a 50K vehicle)
As a pro mechanic, there's no way in hell I'd even suggest "just swap pans, borrow one" on these expensive transmissions. They are sealed units. You open a whole can of worms. What if they pull a pan off one on the lot. Get a new pan in and button it up and later sell it - and in 14 months the transmission goes out on a trip - and you get it pulled to a dealer in the state where you are - and they find something showing it's been apart before and refuse to cover it? Then what? I'd be SO pissed. And so what if the dealer that did this originally says "we'll cover it" - you are in a different state! Shop rates vary - will a Des Moines shop cover the labor rate in LA? This ain't a fog light. Sorry, but I see no way to compare complex mechanical parts to - lights or interior parts, etc. that can be removed and put back on with no trace (well, almost no trace)

I've been involved directly with manufacturing for years, my father a UAW member for many years (and union local president for a while). I've toured these plants, I've worked the parts area and the shop area myself, directly, for years.
There are people waiting for cams, windows, and other parts - some for days, some for weeks, and yours is special.
A company that's having trouble getting parts, period, should keep transmission pans on hand for you.
Just because you can give examples of a dealership doing something you expect all companies to do the same - just for you.
And you are more important than the guy waiting for a steering gear.

 

[Jerhemi]

Seriously? Jeep should have pans? You've never been directly involved in manufacturing, I suspect. (especially today with the "just in time" systems in place)
Please explain why they should have extra pans at the factory.
That's not exactly a high demand normal replacement part.
You are speaking from pure, raw emotion, not logic nor the knowledge of the world situation or even manufacturing processes of cars. There are parts that they simply don't keep, or keep few of. These days, where some of these parts are made, there's labor AND transportation shortages. Companies are scrambling to not go belly-up after covid. Almost all have shut down plants for days or longer because of parts shortages. Some have had to wait weeks for a steering gear - and you think a non-wear item should be here this week?
You also realize what a PAIN these transmissions are to deal with - just changing the fluid isn't a pull the plug, let it drain, dump a few quarts in the dipstick hole thing any more. Opening up a transmission exposes those intricate and extremely tight tolerance shuttles and valves to dust and dirt. Anything smaller than a human hair, lint off a shop rag, can lock them up solid (I've done transmissions in the past). I've seen transmissions destroyed, broken, literally, solenoids busted off the case, by a valve locked by - dust. Taking a fog light off is a joke compared to swapping transmission pans. (especially on a 50K vehicle)
As a pro mechanic, there's no way in hell I'd even suggest "just swap pans, borrow one" on these expensive transmissions. They are sealed units. You open a whole can of worms. What if they pull a pan off one on the lot. Get a new pan in and button it up and later sell it - and in 14 months the transmission goes out on a trip - and you get it pulled to a dealer in the state where you are - and they find something showing it's been apart before and refuse to cover it? Then what? I'd be SO pissed. And so what if the dealer that did this originally says "we'll cover it" - you are in a different state! Shop rates vary - will a Des Moines shop cover the labor rate in LA? This ain't a fog light. Sorry, but I see no way to compare complex mechanical parts to - lights or interior parts, etc. that can be removed and put back on with no trace (well, almost no trace)

I've been involved directly with manufacturing for years, my father a UAW member for many years (and union local president for a while). I've toured these plants, I've worked the parts area and the shop area myself, directly, for years.
There are people waiting for cams, windows, and other parts - some for days, some for weeks, and yours is special.
A company that's having trouble getting parts, period, should keep transmission pans on hand for you.
Just because you can give examples of a dealership doing something you expect all companies to do the same - just for you.
And you are more important than the guy waiting for a steering gear.

Simmer down. I specifically said they shouldn't take it off a completed vehicle (read above). And ya, I am willing to bet Jeep has a ton of pans at the assembly plant that are allocated for new vehicles. I am suggesting that Jeep take care of the vehicles they have sold by relieving some of those parts to fix their errors.

AGAIN, I am not suggesting taking completed engines or transmissions apart. When I spoke of the past when parts would be taken off units in stock, I was referring to fog lights, mirrors, etc. Not taking camshafts out of motors FFS

You chose to assume I meant something else, thought it was pretty clearly stated.

 

[Tuggernuts]

Good thing I rarely wash my jeep and California is in an epic drought. Maybe I’ll avoid the leakologist at my dealership.

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