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Old 09-22-2016, 11:05 AM
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2015 WK2 computer crash from recall

I can't seem to find this anywhere on the forums, so I guess this is a wtf can I do type post.

We brought in our 2015 WK2 JGC Limited 5.7 for the transmission safety recall. Later that day we were told that there was a virus in the software and it wrecked the computer. They said they needed an entirely new computer/console.

On 9/27 they will have had the Jeep for two full months because they can't get the part. We've contacted Jeep and they're no help either. There's no ETA for them to find the part other than 'maybe October'.

We custom ordered the Jeep brand new in October 2014, so I don't think there's any kind of lemon law that applies.

Has anyone heard of this kind of thing happening before? Is there anything I can do other than just sit around and make payments on a Jeep we can't drive?

Edit: grammar

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Old 09-22-2016, 11:22 AM
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Re: 2015 WK2 computer crash from recall

Various parts shortages seem to be a norm with jeep. they have had the jeep for two full months is ridiculous, demand to speak to a manager at corporate and elevate through that chain as you likely wont make much progress with the dealer. also you can PM jeepcrares on this forum and they may be able to assist
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Old 09-22-2016, 11:29 AM
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Re: 2015 WK2 computer crash from recall

Once we hit the limit of what the dealer could do we did contact Jeep, and we keep trying to get escalated to a manager. We've had two different people on the same case number, but no resolution. Not only do they usually take a week+ to call back, but we can't get in touch with a manager in 6+ phone calls.

I'll see if anyone else can chip in on this topic before I bother jeepcares with a PM, but I appreciate the advice.

Thank you! =)

Edit: I just now saw that jeepcares is Jeep customer service. Thanks again!
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Old 09-22-2016, 01:53 PM
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Re: 2015 WK2 computer crash from recall

Don't bother with Jeep Cares. They are useless. All they offer is to help you make an appointment for your vehicle.
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Old 09-22-2016, 02:09 PM
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Re: 2015 WK2 computer crash from recall

I have heard that writing the CEO a latter requesting a "final repair" immediately has worked for a few folks. Would not hurt to try. I would be pissed if I were you.
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Old 09-22-2016, 02:57 PM
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Re: 2015 WK2 computer crash from recall

Yeah jeepcares was less than helpful. The case manager from Jeep is the one that said 'maybe October', so that doesn't really instill much confidence.

And yeah, at this point I'm so far beyond pissed that I can't even think straight about it.

My sarcasm meter is a little off, so are you serious about writing a letter to the CEO? I'll do whatever it takes, but I assumed doing something like that would get me a form letter response and a 5% off Jeep brand accessories coupon.

Thanks for the helpful replies too!

jeepcares message:

Hi 2015jgcv8,

I'm sorry to hear about this experience! I see your case manager contacted you yesterday, I would recommend continuing to work with them at this time. I will document that you reached out and let your case manager know. If you need anything else please let me know!

XXXXXX
Jeep Social Care Specialist


edit: spelling
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Old 09-22-2016, 02:58 PM
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Re: 2015 WK2 computer crash from recall

Quote:
Originally Posted by 2015jgcv8 View Post
Yeah jeepcares was less than helpful. The case manager from Jeep is the one that said 'maybe October', so that doesn't really instill much confidence.

And yeah, at this point I'm so far beyond pissed that I can't even think straight about it.

My sarcasm meter is a little off, so are you serious about writing a letter to the CEO? I'll do whatever it takes, but I assumed doing something like that would get me a form letter response and a 5% off Jeep brand accessories coupon.

Thanks for the helpful replies too!

jeepcares message:

Hi 2015jgcv8,

I'm sorry to hear about this experience! I see your case manager contacted you yesterday, I would recommend continuing to work with them at this time. I will document that you reached out and let your case manager know. If you need anything else please let me know!

XXXXXX
Jeep Social Care Specialist


edit: spelling
Very serious. Write the letter.
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Old 09-22-2016, 03:10 PM
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Re: 2015 WK2 computer crash from recall

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Originally Posted by Tinman4181 View Post
Very serious. Write the letter.
The CEO will most likely never see the letter. But most companies have a staff whose sole job is to handle problems in a way that make it look like the CEO really cares.

I couldn't hurt.


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Old 09-22-2016, 03:15 PM
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Re: 2015 WK2 computer crash from recall

I'm curious as to how the virus infected the software. Was the software the dealer was to update for recall what was infected or was your unit infected prior to the update? Either way it's concerning, but I'd like to think you've got more of a leg to stand on if it was infected by the dealership.
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Old 09-22-2016, 03:23 PM
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Re: 2015 WK2 computer crash from recall

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Originally Posted by jaybo41 View Post
I'm curious as to how the virus infected the software. Was the software the dealer was to update for recall what was infected or was your unit infected prior to the update? Either way it's concerning, but I'd like to think you've got more of a leg to stand on if it was infected by the dealership.
I work in IT, and in my experience what they described is very unlikely. If their firmware/equipment caused it, more than just mine would be infected. I suppose it's possible that the Jeep had a virus, and the recall messed with it.

Most likely is that they did something wrong during the recall and bricked it. At the time I didn't press the issue, since it was under warranty and I didn't care if they had it a few days. Of course, that was two months ago...

Looks like I'm going to write a physical letter to the CEO and mail it out. Hopefully THAT gets the ball moving.

Thanks another time for the advice everyone, I've been at a loss on what to do since we've been trying to follow all the proper channels.
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Old 09-22-2016, 03:55 PM
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Re: 2015 WK2 computer crash from recall

It is almost certain they fat-fingered the update and bricked it.

Near zero probability that the somehow got a QNX virus on their USB update stick. These things don't run Windows..
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Old 09-22-2016, 04:42 PM
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Re: 2015 WK2 computer crash from recall

Quote:
Originally Posted by 2015jgcv8 View Post
I work in IT, and in my experience what they described is very unlikely. If their firmware/equipment caused it, more than just mine would be infected. I suppose it's possible that the Jeep had a virus, and the recall messed with it.

Most likely is that they did something wrong during the recall and bricked it. At the time I didn't press the issue, since it was under warranty and I didn't care if they had it a few days. Of course, that was two months ago...

Looks like I'm going to write a physical letter to the CEO and mail it out. Hopefully THAT gets the ball moving.

Thanks another time for the advice everyone, I've been at a loss on what to do since we've been trying to follow all the proper channels.
I agree they likely bricked it and didn't want to admit it. its covered regardless but 2 months and no end in sight is ridiculous. you could try to get a hold of the regional manager also.
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