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  #13  
Old 09-09-2013, 01:28 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by jer630 View Post

Finally, they called and said they’d give us a rental, but it had to be a Chrysler product. Well, my wife didn’t want a minivan, so the only thing they had was a 300C with 10 miles on it. Should have known better. Went to start it this morning, and the brand new RENTAL wouldn’t start. Tried to jump it in case it was the battery – nothing. Check engine light was on and everything else electrical working fine, just wouldn’t start. The thing is in out in our garage, so my wife has to miss several hours more of work waiting on a tow truck and a replacement rental. We said we do NOT want another Chrysler vehicle, but they said we had to take one unless we wanted to pay for it.
Although I've had a simular situation as you (air bag light), and I too had no luck dealing with Chrysler Customer Support...and received crappy loaners from the dealership, but what made you think you should get a non-Chrysler loaner vehicle at a Chrysler/Jeep dealership and not pay for it?

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Old 09-09-2013, 01:32 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by GCLimited View Post
Although I've had a simular situation as you (air bag light), and I too had no luck dealing with Chrysler Customer Support...and received crappy loaners from the dealership, but what made you think you should get a non-Chrysler loaner vehicle at a Chrysler/Jeep dealership and not pay for it?

I have received non Land Rover vehicles from the LR dealer and non Audi vehicles from the Audi dealer. If they don't have a loaner they have a rental company, generally you can choose what vehicle you want.
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Old 09-09-2013, 01:40 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by bumpinjeep View Post

I have received non Land Rover vehicles from the LR dealer and non Audi vehicles from the Audi dealer. If they don't have a loaner they have a rental company, generally you can choose what vehicle you want.
I've never been offered that choice from ANY domestic or foreign car dealership that I've brought my car to for warranty work...never. At the Nissan dealership, I received a Nissan loaner, from the Ford dealership I received a Ford loaner.

I'll tell you what though...I gladly accepted that crappy two year old Chrysler 200 loaner I received from my Chrysler dealership because 2nd class driving is better than 1st class walking!

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  #16  
Old 09-09-2013, 01:47 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by Willx View Post
Hmmm,
I will write a complete reply a little later. Can you please let me know the 2 dates of the visits right around the ABS issues. I want to do some digging.
THX!
They flashed the PCM on July 30. Service is closed weekends, but we took it in on August 17th or 18th while the issue was occuring and asked them to at least download and log the codes for when we called Jeep. ABS module was replaced August 28-29.

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Originally Posted by Scottina06 View Post
You have to realize that the crhyco service reps have probably 0 tech background and just answer a phone. That's stillno excuse for the rudeness.
Yes, I know. But, most places the cust. serv. folks will make an effort to ask someone who can provide a technical response. At my company, customer service sends formal notices to Quality (my dept), so we can formulate something to give to the customer.

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Originally Posted by padgett View Post
One major problem I see is that when you asked the script kiddie to talk to a manager, it was refused. That is completely unacceptable.
Regardless of industry, the lowest tier of support is poorly paid, often offshore (I usally ask) and is only allowed to provide the response shown on the screen. This can be frustrating for them as well as you.
However implacable customers who request it are supposed to be referred to the "next tier" or the managers. These also do not know much but are generally allowed to call Those Who Do, the rare and highly paid individuals who this entire structure is designed to keep away from the public (rumors that they are kept in cages and fed twinkie-substitutes are unfounded).
Yea, it was awkward and odd to say the least.

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Originally Posted by GCLimited View Post
Although I've had a simular situation as you (air bag light), and I too had no luck dealing with Chrysler Customer Support...and received crappy loaners from the dealership, but what made you think you should get a non-Chrysler loaner vehicle at a Chrysler/Jeep dealership and not pay for it?
Loaner was from a rental agency, not the dealer. We were fine with it until the rental Chrysler had issues, and at that point my wife was so freaked out by them she didn't want to drive one. We made the request for that reason only. She can't drive my car, otherwise I'd have sucked it up and driven the rental.
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Old 09-09-2013, 02:24 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by GCLimited View Post
I'll tell you what though...I gladly accepted that crappy two year old Chrysler 200 loaner I received from my Chrysler dealership because 2nd class driving is better than 1st class walking!
lol, knowing Chrysler, they will give you a 3rd class bus pass.
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  #18  
Old 09-09-2013, 03:07 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by jer630 View Post
They flashed the PCM on July 30. Service is closed weekends, but we took it in on August 17th or 18th while the issue was occuring and asked them to at least download and log the codes for when we called Jeep. ABS module was replaced August 28-29.



Yes, I know. But, most places the cust. serv. folks will make an effort to ask someone who can provide a technical response. At my company, customer service sends formal notices to Quality (my dept), so we can formulate something to give to the customer.



Yea, it was awkward and odd to say the least.



Loaner was from a rental agency, not the dealer. We were fine with it until the rental Chrysler had issues, and at that point my wife was so freaked out by them she didn't want to drive one. We made the request for that reason only. She can't drive my car, otherwise I'd have sucked it up and driven the rental.
The rental car thing was just a fluke. I know chrysler and ford and probably other auto companies will only pay for their brand of vehicle.
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Old 09-10-2013, 02:50 PM
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Re: Fear of 2014 Chryslers - Ridiculous

I purchased a V6 4x4 Limited on April 30th. Started Having problems on May 3rd. No need to detail the x-mas tree dash, ABS module, u-connect, key fob not detected issues that have been discussed at length in other threads.

Vehicle spent 37 of the first 90 days of ownership in service. As a customer who just spent over 42K I was understandably upset. Unfortunately I have to echo the concerns of others in this thread.

Chrysler corporate customer service is deplorable, I went through 4 different case managers, all four failed to follow through on even one of my requests. I was repeatedly denied to speak to a supervisor. Dealership had zero interest in customer retention, as far as they were concerned as soon as they sold the car they were done with me.

As a fellow first time Jeep buyer I can't believe how terrible the customer service is. With all the problems the 14 JGC's have been having you would expect Chrysler to bend over backwards making us happy. Instead I had to fight tooth and nail, spent over 60 hrs. (60 HOURS) on the phone and have taken 4 DAYS off work. Yes the rental car Chrysler only has applied to me as well, I spent 2 weeks in a dodge avenger and 10 days in a jeep compass, all while paying the payment for a JGC...

UPDATE... After four months of heartache and effort, while enduring terrible customer service I finally got Chrysler to agree to a buyback/replacement. I walked into the dealer on Friday full of trepidation, wondering why I had agreed to get another Jeep vehicle. When it works, the vehicle is amazing, enough to convince me to get another one. Unfortunately I must report that i again experience terrible customer service, in brief the sales manager acting like he was doing me a favor, I had to remind him, that in fact I was doing Chrysler a favor my agreeing to a replacement and not going the Lemon Law route... Walking out of the dealership shaking my head I wondered why a company that can't seem to get their quality control right has equally poor customer service at every level.
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Old 09-10-2013, 05:35 PM
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Re: Fear of 2014 Chryslers - Ridiculous

Wow, wsurfh, my experiences pale in comparison (so far...), but it's just shocking to see that others have had the same frustration due to the same corporate traits and policies.

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Walking out of the dealership shaking my head I wondered why a company that can't seem to get their quality control right has equally poor customer service at every level.
I think that about sums it up right there. In a company as large as a car manufacturer, there will always be QC issues and instances of poor customer service, but being in Quality myself, it's pretty scary that it seems to be prevalent into the top tiers of the company and policies.

On a funny note (sad funny), I got an email with a survey from Chryslers Global VP of Quality, so I clicked on the link and was excited to provide a response. So when I get to page 2, where you can free-text a response, I took 5-10 mins to type something out, but when I clicked Next, it said something like "Error: You have already completed this survey. Please call Jeep at xxx-xxx-xxxx if you'd like to provide a response"

Seriously? The Customer Quality Survey doesn't even work right?
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Old 09-11-2013, 11:12 AM
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Re: Fear of 2014 Chryslers - Ridiculous

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At this point, we just want someone to care, and to understand we will NOT deal with this for the lifetime of the vehicle.[/SIZE]
I can tell you now, the only people who will care are the people in this forum.

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Does anyone know any other avenues for getting concerns to Chrysler besides going through the Case Manager people/department?
Lawyers. That's the only thing that worked for me. Seriously.
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Old 09-11-2013, 11:19 AM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by jer630 View Post
On a funny note (sad funny), I got an email with a survey from Chryslers Global VP of Quality, so I clicked on the link and was excited to provide a response. So when I get to page 2, where you can free-text a response, I took 5-10 mins to type something out, but when I clicked Next, it said something like "Error: You have already completed this survey. Please call Jeep at xxx-xxx-xxxx if you'd like to provide a response"

Seriously? The Customer Quality Survey doesn't even work right?
Hahaha. I had the EXACT SAME THING happen after I contacted Chrysler and spoke with a case manager about my issues. I filled out the survey (gave them very poor marks) and then when I clicked to submit, it said I had already submitted it. I'm a computer tech, and I certainly didn't accidentally click anything.

My guess is the case managers or someone else have the system figured out where they can submit their own reviews. Something's way fishy.
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Old 09-11-2013, 12:10 PM
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Re: Fear of 2014 Chryslers - Ridiculous

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Originally Posted by GCLimited View Post
I've never been offered that choice from ANY domestic or foreign car dealership that I've brought my car to for warranty work...never. At the Nissan dealership, I received a Nissan loaner, from the Ford dealership I received a Ford loaner.

I'll tell you what though...I gladly accepted that crappy two year old Chrysler 200 loaner I received from my Chrysler dealership because 2nd class driving is better than 1st class walking!

I've had to get loaner cars from my Nissan dealer a couple of times. For a while, they were using a Nissan Cube as a loaner car. I felt completely unsafe in it. I took it back and told them that I would NEVER accept it as a loaner car again. They ended up paying for a rental car from a nearby Enterprise. Granted, I had been going to them for years for service, so they didn't want to lose me as a customer.

The point is that you are under no obligation to accept the loaner that they offer you. Most car dealerships have a relationship with a local car rental company. They can set you up with a rental if you can figure out which buttons to push and who has the power to make that decision.
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  #24  
Old 09-17-2013, 06:20 PM
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Re: Fear of 2014 Chryslers - Ridiculous

So, I just found out today that after this whole debacle (fighting for rental, Chrysler agrees to rental, rental breaks down, etc), that the rental car charge has shown up on my credit card. The dealer didn't even end up picking up the tab as they were supposed to.

*Sigh* Another thing to fight. This comes one day after I gave my GM dealer "Completely Satisfied" marks in some service and TSB fixes they did for me a few weeks ago. The difference in service and experiences was striking. Chrysler is not on my happy list at the moment.
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