Jeep Cares?

[erichsglad]

I would be interested in other comments about Jeep Cares.

I have had steering and other issues since delivery on August 29, 2019. I have been to two different dealers more times than I can remember. The only thing I get from jeep cares are one sentence responses to emails or "we will be happy to make you an appointment" then nothing when I respond to that email, so I make the appointment myself. Still nothing. I give them updates on service, no response. I ask questions, no response. Even the dealer gets no response (at least the dealer is trying). Nothing. Whats the point? The first case manager at least called me, then she was pulled from my case. The second one does nothing except the one sentence emails that I respond to and she acts like its our first conversation. Weeks keep going by with no resolution, no response. So much time wasted. A simple line of consistent and timely communication would at least make me believe Jeep does Care.

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[5JeepsAz]

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[erichsglad]

Bots

Good thought. Could very well be. The first case manager was real though. At least she spoke to me in person, then someone else took over so I was told. Already filed this with the NHTSA as others have mentioned.

 

[5JeepsAz]

Watching Australia go through the same thing is a lesson in rollouts. Watching such as yourself go through this is sorrowful. And, just so you know, if you took the resto route the way I did, you'd have a title in hand, a Jeep in hand, and a permanent Bay at the garage until it's done! So, it appears no matter which road you take. You guessed it. Rome! Good luck with this. You're not alone. And you do have a great jeep!

 

[JeepCares]

I would be interested in other comments about Jeep Cares.

I have had steering and other issues since delivery on August 29, 2019. I have been to two different dealers more times than I can remember. The only thing I get from jeep cares are one sentence responses to emails or "we will be happy to make you an appointment" then nothing when I respond to that email, so I make the appointment myself. Still nothing. I give them updates on service, no response. I ask questions, no response. Even the dealer gets no response (at least the dealer is trying). Nothing. Whats the point? The first case manager at least called me, then she was pulled from my case. The second one does nothing except the one sentence emails that I respond to and she acts like its our first conversation. Weeks keep going by with no resolution, no response. So much time wasted. A simple line of consistent and timely communication would at least make me believe Jeep does Care.

@erichsglad,
I am sorry to hear that your past services have been unsatisfactory. We are a part of the Social Engagement Team at FCA. As a department within customer care, we are not mechanically trained, and therefore, we do rely on our dealers to diagnose vehicle concerns. We work directly with engineering and brand teams to report developing vehicle concerns in order to pursue further research. We open cases for our customers so that your experience, as well as the diagnosis from your dealer, gets documented in our corporate system to assist in this additional research. Aside from that, you are also connected with a Case Specialist to work with throughout your service visit. I hope this provides some clarification on what our role is here.
As for your case manager concerns, we do apologize for the lack of contact that has been made in the past. In future cases, please feel free to reach out with these concerns here as we would be happy to connect you with your specialist.

Kathryn
JeepCares

 

[WhatExit?]

I would be interested in other comments about Jeep Cares.

I have had steering and other issues since delivery on August 29, 2019. I have been to two different dealers more times than I can remember. The only thing I get from jeep cares are one sentence responses to emails or "we will be happy to make you an appointment" then nothing when I respond to that email, so I make the appointment myself. Still nothing. I give them updates on service, no response. I ask questions, no response. Even the dealer gets no response (at least the dealer is trying). Nothing. Whats the point? The first case manager at least called me, then she was pulled from my case. The second one does nothing except the one sentence emails that I respond to and she acts like its our first conversation. Weeks keep going by with no resolution, no response. So much time wasted. A simple line of consistent and timely communication would at least make me believe Jeep does Care.

I agree with you and I've written a response that FCA/JEEP and all manufacturers can use to respond. What do you think?


Dear Valued Customer,

Thank you for buying a brand new vehicle from us. We know it was "expensive" and we know you expect nothing but perfection from the vehicle, from us as the manufacturer, from many hundreds of our suppliers, from tens of thousands of our employees including the design teams, engineers, production teams, management, assembly line workers, hundreds of dealers and thousands of their employees and let's not forget your bank or credit union.

We're sorry that some of the above mentioned hundreds of thousands of people/companies were unable to come together and orchestrate a mechanically and cosmetically perfect looking, performing, operating and long-lasting vehicle that meets your reasonable and realistic expectations. We are also sorry we are unable to provide you with a super-personalized after-sale experience byu communicating with you quickly one-on-one. After all we should be able to treat you how Rolls Royce treats their 4,000 customers each year.

Please bring your vehicle to your local dealership where they will take you by the hand and walk you to the service counter while listening to all your complaints and hear how you shouldn't even have to be there. It's at one of our many valued dealerships that you will get the attention you and your vehicle deserve.

We hope you will let us know when you start manufacturing a vehicle so we can give you back a little of what it's been like having you as a customer. We'll start by calling you out on an internet forum where our criticisms and complaints never go away. And we'll do it on a forum where our negative posts and comments far outweigh any good we've contributed to the forum.

Thanks again for being our customer and buying our fine vehicles. We appreciate your business and you calling us out on the forum.

Sincerely,

Vehicle Manufacturer, struggling to survive in an always-changing and super competitive global industry

 

[erichsglad]

@erichsglad,
I am sorry to hear that your past services have been unsatisfactory. We are a part of the Social Engagement Team at FCA. As a department within customer care, we are not mechanically trained, and therefore, we do rely on our dealers to diagnose vehicle concerns. We work directly with engineering and brand teams to report developing vehicle concerns in order to pursue further research. We open cases for our customers so that your experience, as well as the diagnosis from your dealer, gets documented in our corporate system to assist in this additional research. Aside from that, you are also connected with a Case Specialist to work with throughout your service visit. I hope this provides some clarification on what our role is here.
As for your case manager concerns, we do apologize for the lack of contact that has been made in the past. In future cases, please feel free to reach out with these concerns here as we would be happy to connect you with your specialist.

Kathryn
JeepCares

Kathryn.
I do thank you for reaching out to me.
My frustration has been that the Jeep Cares case manager would contact me about making an appointment for me, which of course, I can do myself then not respond when asked to do so.
I do understand that you are not technically trained in Jeep service, but by his own admission neither is my service manager (nice man who has tried to help) but has said "I don't know, I have never driven one". Mine is in for steering issues and he has never driven one?
I have since received an email, again, saying everything is within spec, but I drove a recent release Gladiator Sport that does not have the freeplay in the steering that mine has. Why did the specifications change if there was not an issue?
Thank you for listening.
Erich

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