Jeep Chat - inconsistent

[JeepDreams]

11:20pm - wanted to check on the status of my build... so I checked in with Jeep Chat. Looks like another inconsistency over at Jeep/FCA... *sigh* ... @JeepCares

Jacob (6/14/2019, 11:11:21 PM): Hi, my name is Jacob with FCA Customer Care, How may I help you?

Me (6/14/2019, 11:11:27 PM): Hi Jacob

Jacob (6/14/2019, 11:11:42 PM): Hello Laura

Me (6/14/2019, 11:12:23 PM): I'm checking in on the status of my 2020 Gladiator. Last I heard it was in D status. Could you skip all the fluffy "canned" responses, please, and just tell me what the status is?

Me (6/14/2019, 11:12:33 PM): (vin)
Me (6/14/2019, 11:12:46 PM): (address)

Jacob (6/14/2019, 11:12:50 PM): I would be happy to provide you with the status of your vehicle order! Our records show that your vehicle is in the scheduling phase of the manufacturing process. The parts required to build the vehicle are being scheduled and as soon as they are available and ready, your vehicle will be scheduled for build. Most orders are scheduled for build within 30 days after reaching this stage.

Me (6/14/2019, 11:13:00 PM): Ah, canned response.
Me (6/14/2019, 11:13:04 PM): WHAT
Me (6/14/2019, 11:13:05 PM): IS
Me (6/14/2019, 11:13:07 PM): THE
Me (6/14/2019, 11:13:10 PM): STATUS,
Me (6/14/2019, 11:13:14 PM): PLEASE?

Jacob (6/14/2019, 11:13:38 PM): Status codes beside D1 and KZ are for internal purposes only. Your vehicle is not in either of these stages.

Me (6/14/2019, 11:13:57 PM): Last I checked it was in D.
Me (6/14/2019, 11:14:02 PM): Is it still in D?

Jacob (6/14/2019, 11:14:43 PM): As I said, Laura. status codes beside D1 and KZ are for internal purposes only. Your vehicle is not in either of these stages.

Me (6/14/2019, 11:15:23 PM): Right. Just for reference, every other time I have used this chat, I have had the customer assistance person tell me that it was in D.
Me (6/14/2019, 11:15:30 PM): They could tell me that.
Me (6/14/2019, 11:15:48 PM): But you can't? Were they wrong? I'm trying to understand. Not be a jerk.
Me (6/14/2019, 11:16:24 PM): Or y'all are not being consistent. Which is confusing.

Jacob (6/14/2019, 11:16:26 PM): I don't know why other representatives are providing information that is for internal purposes only, Laura. However, the status code for the stage your vehicle is in is for internal purposes only.

Me (6/14/2019, 11:18:42 PM): Interesting. May I kindly suggest that you talk to your manager, because many of us on the Gladiator Forum are getting updates daily on the status of our builds - D status all the way to KZ. If you aren't allowed to access that, someone is short circuiting you. Or a whole lot of your co workers are breaking the rules. Or have different rules.

Jacob (6/14/2019, 11:19:12 PM): I will make a note of that in our records. Did you have any other questions or concerns?

Me (6/14/2019, 11:19:52 PM): Nope. This chat was less than helpful although I appreciate that you were polite. I'll check status in the morning. The morning folks have better rules.


Jacob (6/14/2019, 11:19:59 PM): Thank you for contacting Jeep Customer Care. Please chat with us again if you need further assistance. Have a nice night!

Sponsored

 

[2020 SCRAMBLER]

“The morning folks have better rules.”

Lol.

Whoever designed this almost meaningless smoke-and-mirrors phone/chat support function is well trained in the art of Corporate America do nothing but appear as though you are delivering a valuable service. Your Corporate Leaders who put this water sandwich of a function in place must be proud and likely tout it as a smashing success as their minions of Corporate Stooges stand around and applaud while they drink their kool-aid.

If you’d like I can refer you to a few similar minded corporate organizations who succeed in spite of themselves with near identical operating philosophies. This way you can all go on Linked-In to share ideas and perhaps even produce TED Talks together that tout your shared incompetence.

 

[JeepDreams]

^^^^ Truth @2020 SCRAMBLER

 

[billyjk7]

Holy crap.....you rode them like the 25cent horse outside of Kmart! Back off the reigns! They are just trying although inconsistent......would you rather that they take them away and we just guess for 8-12 weeks?

 

[JeepDreams]

@billyjk7 - We're already guessing! I don't see a value added with the Chat feature.

And if my questions were on point, it was to get clarity. Every time I "chat", I get a different fluffy answer. That is frustrating.

I wish I were "reign"ing over this situation, but they're holding the reins. I'm just waiting on my pony.

 

[2020 SCRAMBLER]

Value add = I will have my VIN memorized by the time this order fiasco ends.

 

[JeepDreams]

More frustrating inconsistencies...

@JeepCares gave me a case number.
Jeep Chat says there's no case number associated with my VIN.

Yesterday (and today apparently), I am Day 37 in D per Jeep Chat.

 

[nate320]

More frustrating inconsistencies...

@JeepCares gave me a case number.
Jeep Chat says there's no case number associated with my VIN.

Yesterday (and today apparently), I am Day 37 in D per Jeep Chat.

Head over to the Granite LE threads if you want to be feel better about 37 days in D status. Ordered 4 April and still in C status.

 

[The Acme Company]

The Jeep Chat people as well as the 800 call in line don’t have live status information. Your dealer can contact the Regional Chrysler Rep with your VIN and get current information. It just depends if they want to take the time.

My dealer is still an independent. The owner, the service manager and I all ordered LE’s.

I got updates of where the train was en route to delivery.

 

[SATXVolGladiator]

Well at least they are consistently inconsistent. I have been in ’I’ status for 16 days now and have been told by some reps that it has passed inspection, but is waiting on the carrier - while another says it is still pending inspection. Told by one rep that I should see movement the middle of this past week, but another said I probably wouldn’t see movement until July 1. This is better than the 800 number, which never seems to be able to find my order at all!

 

[LowOnCash]

Sounds like Auto Zone telling a customer his parts are not in yet . .

 

[Lou3.6]

I get it, I get it . . . no maybe I don't . I'm not sure WHY some of you (seems like a vast majority) are intent on "punishing" yourselves with such details as to which YOU have NO control over . . . it's all about the blood pressure & anxiety control ! When I place my order I will be checking in with my salesperson or sales manager over the phone and request any update he KNOWS of (for sure) - No Speculating Please . I'm figuring once every 2 weeks till it gets to "crunch time," when told "could be days" till delivery . Of course all that means is it's "due to arrive in Town" (railroad yard or truck shippers lot) ! Their, it can SIT for ?? Days, perhaps a week or 2 ? So, at THAT point ("Lou, your Gladiator is in Town") I will say GREAT, now call me THE DAY BEFORE you know it will be delivered to the Dealership and I will come Greet IT & You with a big presumptive smile . Presumptive, because I will not of INSPECTED IT for damages, or test driven it for "ISSUES from the Factory" ! That's "the plan" Stan ! I will "put IT on my back burner" and go on with my daily chores -- the surprise will truly (then) be a more surprising experience ! I'm sure I'm in the minority, but hey, oh well !
Then the real Pain in the ARSE begins . . . the Paper Shuffle B.S. !

 

[5JeepsAz]

That is obviously a bot, right? Anybody think these are actual people... ?

 

[TheITGuy]

That is obviously a bot, right? Anybody think these are actual people... ?

Sounds like a bot starts the chat and then it transitions to people in a call center in India.

Sponsored