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  #1  
Old 11-07-2014, 02:36 PM
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Another Service Experience, Another Rant

- Schedule appointment, print out coupons, declare them at the time of scheduling. Request rental car to be ready as it is in the middle of a work day and tell them I will be in a rush. Need about a dozen things done (most of them minor, but include some things like the driver's heated seat being dead). Leaving it all day and overnight, so assured it should be ok.

- Show up at the designated time, they lost the appointment. Fine, stand there, input everything. Only then do they call for the rental car which turns out to be God only knows where. Appointment time? 12:30pm and I was on time. I leave there at 2:30pm.

- Turns out they have no intention of honoring the coupons and try to get me to do the services at 3x the price for each. I tell them I'm not doing that. The deals were the main reason I drove to that particular dealership, along with the fact that a few years ago I used to go there and was satisfied with them.

- The next day I come back only to have them explain that they only got a 20 minute oil change, a quick inspection and a quick recall. Then they have to find my car, pull it up. They also explain that they do not handle getting money back for the MaxCare car rental or registration with Mopar Owner Connect. More time to spend.

Are they freakin' kidding me with this? I love the car but every time I deal with service I swear I will never buy another Jeep. And this is for a JGC Overland with all the toys. I could have bought a variety of luxury cars/SUVs for less.

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  #2  
Old 11-07-2014, 04:10 PM
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Re: Another Service Experience, Another Rant

I have found my experience varied GREATLY at the SAME dealer depending on my service adviser. Some have been pretty useless, while others have been superb.

Unfortunately, while we may have purchased among the most expensive vehicles sold at many of the dealers (I have an Overland EcoDiesel), they haven't evolved their service departments beyond the bread and butter $20-$35k vehicle customer. Though it reeks of a level of elitism/snobbery, I did pay a lot for this vehicle, and certain service level expectations come with that purchase.

That being said, you and I both know we could not have gotten anything near what the Jeep can provide for the same price, let alone lower. My JGC oil-burner was at least 10k less than the German counterparts, and while non-german gas options are out there, the ones in the same price range don't have nearly the capability. So maybe in some way, we are getting what we paid for...
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Old 11-07-2014, 04:16 PM
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Re: Another Service Experience, Another Rant

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Originally Posted by adw_tdi View Post
I have found my experience varied GREATLY at the SAME dealer depending on my service adviser. Some have been pretty useless, while others have been superb.
I escalated to multiple service managers and got the same baloney. The dealership has apparently turned to crap in the few years I have stayed away. So on to dealership number 3 to try to find one that isn't awful.

Quote:
Originally Posted by adw_tdi View Post
Unfortunately, while we may have purchased among the most expensive vehicles sold at many of the dealers (I have an Overland EcoDiesel), they haven't evolved their service departments beyond the bread and butter $20-$35k vehicle customer. Though it reeks of a level of elitism/snobbery, I did pay a lot for this vehicle, and certain service level expectations come with that purchase.

That being said, you and I both know we could not have gotten anything near what the Jeep can provide for the same price, let alone lower. My JGC oil-burner was at least 10k less than the German counterparts, and while non-german gas options are out there, the ones in the same price range don't have nearly the capability. So maybe in some way, we are getting what we paid for...
Except that even Toyota gives normal loaner cars, and we're talking about comparably priced vehicles. I used to talk like this, but frankly, decent service isn't really optional at this price point. How many ruined days am I going to accept? Maybe the solution is to accept that I mostly stay on the pavement and get something like an Infiniti or Lexus or just pay more and get the German variety. Either way, Jeep is increasingly becoming a non-option. How many workday meetings can I miss because I'm dealing with dealership BS?
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Old 11-07-2014, 04:28 PM
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Re: Another Service Experience, Another Rant

I hear you - I had a puddle take out my trail-rated 4x4 (DEF Injector location issue - if you haven't seen the rants, just know that Jeep engineers blew this one hardcore) for a week at the shop until the part could be scavenged from somewhere.

My Non-CFA auto experience is limited to VW (Jettas and a Passat, all TDI) and Nissan (Xterra), and neither offered me loaner vehicles. My VW service bills scared me away from the Tri-tip or the Bimmer options, as not only would the initial cost be higher, but the service costs on german cars are stupid high.

In some ways, I think I was willing to eat some inconvenience, even having to rent my own loaner if it came down to it, in exchange for lower maintenance cost, lower initial cost, and higher expected utility.
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Old 11-07-2014, 04:58 PM
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Re: Another Service Experience, Another Rant

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Originally Posted by devilsadvocate View Post
Are they freakin' kidding me with this? I love the car but every time I deal with service I swear I will never buy another Jeep. And this is for a JGC Overland with all the toys. I could have bought a variety of luxury cars/SUVs for less.
Ugh. I've been there. I've got a pretty good guy now, but not great.

Have you owned luxury cars in the past? I think thats part of the issue, being used to a certain level of service. I don't even want fancy service, I just want competence.
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Old 11-07-2014, 05:34 PM
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Re: Another Service Experience, Another Rant

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Originally Posted by SW03ES View Post
Ugh. I've been there. I've got a pretty good guy now, but not great.

Have you owned luxury cars in the past? I think thats part of the issue, being used to a certain level of service. I don't even want fancy service, I just want competence.

Care to share who your guy is? I'm in Frederick, but will drive farther away if necessary for warranty work and updates. I don't get a good vibe from Tate. PM if you don't want to post publicly.
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Old 11-07-2014, 05:43 PM
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Re: Another Service Experience, Another Rant

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Originally Posted by muzhik View Post
Care to share who your guy is? I'm in Frederick, but will drive farther away if necessary for warranty work and updates. I don't get a good vibe from Tate. PM if you don't want to post publicly.
No problem, his name is Gus Arndt at Darcars in Rockville. I'll PM you my name so you can tell him who had you call.

I had the oil changed at Darcars in Silver Spring a few weeks ago just because I was out there, and I was actually impressed with their setup and the girl who helped me. Her name is Katrina Schlothauer. They send an email automatically when the vehicle is ready, I also got a 27 point inspection emailed to me which I appreciated a lot. She seemed very sharp also. I was surprised Rockville didn't do the same thing seeing that they're the same dealership chain.
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Old 11-07-2014, 06:10 PM
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Re: Another Service Experience, Another Rant

Never thought id say it given the service departments I used to go to but I am very happy with my current dealer been there 5 times now and good service. Very modern efficient operation they have got going, as you are pulling into the service lanes there are these posts that check wheel alignment as you drive by pretty neat, they were telling me how it worked. as soon as you open your door there is some one there sticking a wireless dongle onto the service plug on your jeep, which feeds all of your information to the service advisors tablet. They all walk around taking notes and talking into tablets. If you schedule your appointment on line exactly what you type as your problem is transmitted to the service advisors tablet and the service tech so they can understand exactly what you are saying instead of all of the miscommunication that has always been a problem before. scanning for and loading updated software/firmware is just standard and part of every visit without asking. was in for sun visor recall and broken windshield washer today. did a good job cant even tell that they touched the headliner.
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Old 11-07-2014, 07:17 PM
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Re: Another Service Experience, Another Rant

Sorry to hear about your troubles, but recognize that you are not alone. Premium brands seem to really treat the customer like a prince rather than a second-class citizen.
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Old 11-07-2014, 08:50 PM
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That's really terrible. My dealer is not too bad where I'm at but even they have issues. I recently went in to have a pop in the passenger side seat looked at. I was getting noise when someone was sitting in it going over bumps. My Jeep is my baby and it is pretty much scratch free. When one of the techs was getting in and out of the passenger side of the vehicle he scuffed my door with his shoe. I immediately pointed this out to the service advisor and they came over and use some cleaner to try to get it off. Well needless to say it was not a scuff so much as a scratch. Now this had happend at this dealership before when I picked up my vehicle, it had a big scuff on the driver side door. They had some car interior guy come and paint over it and it looked great. The service manager offered to have my door repaired by someone new that they had been using who did more of a permanent repair. I know I am a little OCD but when you buy a $50,000 vehicle and you are very careful to not scuff it or scratch it, it's a bit disheartening when someone else does. The service manager was great about all of this and agreed my door should not have been kicked by the tech. Ok so fast forward a week and the gentleman came out to fix my door at the same time they did the headliner recall. When I got my vehicle back they had ground part of the door down that wasn't even scuffed and used some kind of plastic filler bondo and textured it. Well it looked like crap. They didn't even have the color all the way through and Gray was showing through the black. I'm very picky and overly critical sometimes but even my husband could clearly see it wasn't right. Vindication was mine. So I went back to the dealer the next day and showed them the work and they admitted it was done wrong. So for a three-inch scrape they ended up replacing the entire plastic door panel. And to top it off the pop that was in my seat was not fixed yet so they ended up ordering a seat track. I went back in this week to have the pop repaired and they had to pull the passenger side seat completely out to do it. I think they knew I was going to look it over when they were done and lo and behold no scratches. I don't think they would have given it back to me with a scratch on it before they fixed it. They all know my name now maybe that's a good thing. Or maybe not. I guess my point is all dealerships will have issues sometimes but it's the good ones that take care of you which is what my dealership guys did. But if you have a bad experience from the git go, RUN!
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Old 11-08-2014, 07:34 AM
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Re: Another Service Experience, Another Rant

I get the same lousy service from Chrysler/Jeep dealerships in my area, and I too am on dealership #3...Nov 17th I drop it off at this new place to have the latest TSB flash done for the transmission.

I wish I received the service my wife receives when she drops off her BMW.
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Old 11-08-2014, 08:00 AM
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Re: Another Service Experience, Another Rant

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I wish I received the service my wife receives when she drops off her BMW.
That's because she's better looking than you are.
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