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  #13  
Old 09-30-2016, 12:28 PM
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Re: 2015 WK2 computer crash from recall

Okay, a week later, but here is the letter I'm going to send.
Just wanted to share it with you and thank you all again for the help.

I am writing to express my concerns about my 2015 Jeep Grand Cherokee. I brought it to Corwin Jeep in Fargo, ND to get an oil change on July 30th and elected to also get recall S27 (the automatic transmission/park issue) done.

Later that day, we were called and told that when they attempted to do the upgrade a virus caused the computer to crash. I work in IT and this seems very unlikely. It is possible that our Jeep had a virus and interacted badly with the update, but if the software they used had a virus, it would have affected every update they did.

However, since it was the dealers fault and they would replace it, we did press the issue, took a loaner car home and waited for an update.

When the update came the following week, we were told they couldn’t get the part and would let us know when it came in. The part still hasn’t arrived.

At this point we’ve been without our Jeep for two months.

It’s been very difficult for us because we get a new vehicle every 5 years and we have always wanted a Jeep. This time around it was in our budget, so we did a custom order and got exactly the perfect Jeep for us.

Additionally, the vehicle suffered hail damage while sitting in the dealer lot. They’ve offered to pay our $500 deductible, but if it was at home in our garage, the damage would never have happened in the first place. So, in addition to two months of car payments, we had to run hail damage through our insurance.

We also contacted Jeep support, and they have been less than helpful. As of our last contact with them, the part we need ‘might show up sometime in October’. We’ve tried several times to get in contact with a manager, but every manager we’ve been transferred to did not pick up the phone or return our messages.

Jeep case # 29978464
Our VIN is 1C4RJFBG6FC818793

If this issue can’t be resolved soon is there any kind of ‘buy back’ program that Jeep offers so that we can get another vehicle?

I hope to hear from you about this issue. You can call me XXXXX or email me at XXXXX.

Sincerely,
XXXXX

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  #14  
Old 09-30-2016, 07:27 PM
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2015 WK2 computer crash from recall

You need to find a regional zone manager (aka service manager) to review your case or get a lawyer. I worked with a zone manager and he got me out of my nightmare 2014 and into a 2015 with little hassle on my end. Granted I had literally every conversation documented, every service invoice, rental invoice, etc... he was astounded at how long I was out of my jeep and how well I documented everything. I think without the documentation and heavy persistence (by my phone calls and emails) I never would have convinced him to get me a new jeep. In the end I was offered a 2015 or full refund (including every payment made and any cash I put down). I was very tempted to take my money and run, but I'm a jeep lover at heart and gave them another chance.

I also requested for all the bells and whistles to be added on to my new 2015 Altitude at no charge. And they were added on without question

- Maxcare lifetime warranty (zero deductible) Essentially as long as my name is on the VIN I will have a bumper to bumper warranty.
- 7 yr road hazard (rims/tires)
- 3 year service contract (12 oil changes)
- nav upgrade
- paid the difference in MSRP between the 2014 and my new 2015 (+/- $1500)

Jeep customer care, the Resolution Group and Star literally did nothing for me, nor did they care. I was out of my GC for a total of 4+ months. After all that they wanted me to wait it out until they were able to figure out the problem... all while driving a Ford Fusion rental in the middle of snow storms.


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  #15  
Old 09-30-2016, 07:34 PM
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Re: 2015 WK2 computer crash from recall

Quote:
Originally Posted by 2015jgcv8 View Post
Okay, a week later, but here is the letter I'm going to send.
Just wanted to share it with you and thank you all again for the help.

I am writing to express my concerns about my 2015 Jeep Grand Cherokee. I brought it to Corwin Jeep in Fargo, ND to get an oil change on July 30th and elected to also get recall S27 (the automatic transmission/park issue) done.

Later that day, we were called and told that when they attempted to do the upgrade a virus caused the computer to crash. I work in IT and this seems very unlikely. It is possible that our Jeep had a virus and interacted badly with the update, but if the software they used had a virus, it would have affected every update they did.

However, since it was the dealers fault and they would replace it, we did press the issue, took a loaner car home and waited for an update.

When the update came the following week, we were told they couldn’t get the part and would let us know when it came in. The part still hasn’t arrived.

At this point we’ve been without our Jeep for two months.

It’s been very difficult for us because we get a new vehicle every 5 years and we have always wanted a Jeep. This time around it was in our budget, so we did a custom order and got exactly the perfect Jeep for us.

Additionally, the vehicle suffered hail damage while sitting in the dealer lot. They’ve offered to pay our $500 deductible, but if it was at home in our garage, the damage would never have happened in the first place. So, in addition to two months of car payments, we had to run hail damage through our insurance.

We also contacted Jeep support, and they have been less than helpful. As of our last contact with them, the part we need ‘might show up sometime in October’. We’ve tried several times to get in contact with a manager, but every manager we’ve been transferred to did not pick up the phone or return our messages.

Jeep case # 29978464
Our VIN is 1C4RJFBG6FC818793

If this issue can’t be resolved soon is there any kind of ‘buy back’ program that Jeep offers so that we can get another vehicle?

I hope to hear from you about this issue. You can call me XXXXX or email me at XXXXX.

Sincerely,
XXXXX
At the very end, put "I am requesting immediate final repair". Put this in bold. AND when you mail it require a signature. You will be surprised at how fast someone contacts you.
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  #16  
Old 09-30-2016, 11:45 PM
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Re: 2015 WK2 computer crash from recall

After this length of time I would be telling them to take the part they need out of a new one in their yard.

Trevor
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  #17  
Old 10-01-2016, 07:51 AM
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Re: 2015 WK2 computer crash from recall

When ever FCA takes months and months to come up with a SOFTWARE fix it makes me very uneasy.

The exact same thing happened with the "xmas tree" of lights on the dash. Which was caused by a defect in the abs controller. To avoid replacing abs controller the came up with a hack after 6 months. Takes hours to flash and bricked many cars. And when they do brick it, they have to replace the dash!

Sound familiar?

Now rather than come up with a physical fix they came up with a hack 6 months later that takes hours to flash. And sometimes they brick it.

This is not the first report of bricking the Jeep from this "fix".

On top of that the "fix" is annoying.
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  #18  
Old 10-01-2016, 01:17 PM
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Re: 2015 WK2 computer crash from recall

Quote:
Originally Posted by Tinman4181 View Post
At the very end, put "I am requesting immediate final repair". Put this in bold. AND when you mail it require a signature. You will be surprised at how fast someone contacts you.
Yep, agree, you need to end the letter with a specific, clear request of what you want them to do.
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  #19  
Old 10-01-2016, 01:41 PM
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Re: 2015 WK2 computer crash from recall

Quote:
Originally Posted by Dan JGC View Post
Yep, agree, you need to end the letter with a specific, clear request of what you want them to do.
"Request final repair". It's a legal lemon law statement. It gets people's attention...
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  #20  
Old 10-01-2016, 11:44 PM
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Re: 2015 WK2 computer crash from recall

I wonder how many units have been bricked during this recall? Anyone else? It would seem it would have to be quite a few to cause a parts shortage.
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Old 10-02-2016, 02:06 AM
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Re: 2015 WK2 computer crash from recall

Quote:
Originally Posted by jacko15 View Post
I wonder how many units have been bricked during this recall? Anyone else? It would seem it would have to be quite a few to cause a parts shortage.

Never heard of this before. Mine has been fine and the other 2 people with GC that is know have had no issues as well. Really weird! And extremely shitty. So sorry to hear about the troubles. If they had my GC for 2+ months, they sure as hell better be making the payment. Pos.
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