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Old 04-07-2011, 08:28 PM
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Unhappy It's Official, I Regret My Purchase

I am not usually one to post massive complaints on a forum like this. In advance I would like to apologize for the length of this post. Over the past few years I have grown increasingly tolerant and understanding when things go awry. I get it. Stuff breaks and things never go as planned. But through 4 months of ownership I have lost my patience with this car, Saratoga Chrysler Jeep, and Jeep/Chrysler LLC. At first I was reluctant to post this because the last thing I want to do is detract from the positive experiences other owners are having. But after a few days of thought and Chrysler LLC / Saratoga Jeep stirring the pot further I have decided prospective buyers should be aware of how Chrysler is handling (or NOT handling) my situation.

Here is a rundown of the problems with my car. I am going to break this down in terms of trips to the dealer.

Trip 1 (1407 miles) - 1 day in the shop
Shudder - Primarily WOT during a downshift between 40-50mph passing maneuvers. In this case I noticed it following the owners manual instructions during break-in that calls for short full throttle bursts. I reported this at 1400 miles but I also experienced the torque convert lock-up / un-lock shudder at highway speeds. The dealer reported that they could not replicate this and that this is normal behavior during the torque converter's 6,000 mile break-in period.

Trip 2 (1790 miles) - 1 day in the shop
Stereo Feedback - The stereo would create a horrible feedback sound. The dealer diagnosed as a bad amplifier and a part was ordered. I was told the vehicle could not be repaired on a Saturday because the job would take several hours and they only had two technicians on (I'm not kidding).

Trip 3 (2011 miles) - 1 day in the shop
Amplifier Repaired - 1 week later the new amplifier came in and was successfully repaired. I also asked the dealer to look at the shudder again. The dealer could not confirm the problem and said this is normal break-in of the torque converter.

Trip 4 (~5,000 miles) 2 days in the shop
Two days in the shop was because I had to drop the car off and leave it while I was on a business trip. Keep in mind I do not know all of the diagnostics performed and parts repaired because the dealer has not provided me with the paperwork. They said the service request is still open so they are working off the same file.

1.) Transmission Shudder - I demanded they look at this during this visit. The WOT shudder (mentioned above) did not improve and on a country road the vehicle would not properly downshift during a passing maneuver with my colleagues in the car (This did happen and it was really embarrassing for a new car). I won't get into details as I have made previous posts on this.
Diagnosis - Replace Axle Isolators but parts are on backorder.

2.) Rear Flipper Window Misalignment - Adhesive is coming off the brackets and the window became misaligned. The window closes against the rear pillar and has scratched the paint. It has also shifted the tailgate off-center.
Diagnosis - Replace Flipper Window but parts are on backorder

3.) Driver Side View Mirror Blurry - I believe it came this way at delivery and I forgot to ask about it. The reflection always looked like double vision. You would see two sets of headlights in the rear view mirror.
Diagnosis - Replace mirror but the part is on back order.

4.) Defective Key Fobik - One key Fobik stopped working. When inside the vehicle it would say "Damaged Key" on the EVIC.
Diagnosis - Replace Key Fobik

5.) Front Tweeter Rattle - During uConnect calls the front tweeter would rattle. I asked them to look at the housing.
Diagnosis - Front Tweeter but part is on back order.

6.) HVAC Blower Noise - Sounded like fins inside the fan were brushing against something.
Diagnosis - Replace Blower Motor

7.) Intermittent Alarm Sound Off - As it says. Once in a while the alarm just goes off.
Diagnosis - Unknown until they actually give me my paperwork.

8.) RER Unit Restarts During a Drive - Once every two weeks the screen goes blank and RER unit goes through its bootup sequence again.
Diagnosis - Unknown

Trip 5 To the Dealer (2 weeks later ~ 5700 miles) 2 days in the shop
1.) Front Axle Isolators were replaced. Shudder is still present. Now the vehicle shimmy's front to back at highway speed in overdrive acceleration. Waiting for Chrysler to tell the dealership what's next.

2.) Rear flipper window is on national backorder. Nobody can tell me when this part will be available. I have been advised to minimize use of the rear window and tailgate because it is damaging the paint. Really?

3.) Driver Side Mirror is replaced and fine.

4.) Front tweeter was replaced but there is still a rattle with the uConnect over the system. The speaker no longer rattles over grainy roads.

5.) Blower motor replaced. Now something is loose in the blower area under the glovebox. It shakes and rattles over bumps and when the engine is in Eco mode.

I know that the vehicle will have to go back into the shop to have the window replaced (1 day). And future shudder diagnosis will probably be performed (at least 1 day). Another attempted repair will require at least 1 day. All told I can expect at least 10 total days in the shop during my first five months of ownership. This assumes they find a window for me AND they determine what they need to test for the shudder.

On Monday, April 4th I opened a complaint with Chrysler's Case Management. Becky called me on Tuesday, April 5th to introduce herself as my case manager. I explained my concern about the flipper window and shudder. She said she would contact the dealer and look into the order for my part and facilitate the technical team helping the dealer. I asked if she had an e-mail address for me to send a written complaint to. She said they do not. Really? Come on!

On Wednesday, April 6th I called my dealer to get an update as we had discussed. After waiting on hold for 20 minutes to speak to my service representative I finally spoke to a person who tried to help. He said my service rep needed to call me back and would do so before the end of the day. It is now Thursday and they have NOT called me back.

Becky called me back today, Thursday April 7th. She said that a survey I responded to on Tuesday, April 5th was brought to her attention. I got the impression this was the only reason she called. The survey had asked me to rank my satisfaction with my Jeep on a scale of 1 (low) to 10 (highly satisfied). I said 2. They asked me to rank how likely I was to recommend a Jeep to a friend or family member. I said 1. She apologized that I have had so many problems. She said she has contacted the dealer and is waiting for the Service Manager to call her back with the work order number, part number on order, and PO number. She apologized for all of the inconvenience but asked that I give the technical team time to figure this out.

I asked the Case Manager today when Chrysler would admit enough is enough here. She said that the technical team needs to be given time to sort out my issue. I do not believe that my shudder issue is any different from the others reported. So the bottom line is they are not telling me everything that is going on.

The unprofessional behavior of my dealer has only exacerbated this situation. If they had taken my initial shudder complaint seriously who knows how much more patient I would have been. During the sales negotiation for this car I specifically asked if they provided loaner cars during service. I was told that they find something for you to drive if the vehicle is in for a day or more. The Service department has finally admitted that they do not provide loaner vehicles. If the dealership had been honest in the first place I would not be in this situation because I would never have bought the car. I am a Sales Manager for a manufacturing company and cannot be without a vehicle. Walking away from the sale would have been a no-brainer.

Perhaps the most frustrating thing about this process is the lack of communication and compassion from the dealership or Chrysler LLC. Several trips to the dealer with a BRAND NEW $40k+ vehicle is a MAJOR inconvenience. Being without a car for six days over the course of four months is unacceptable. Not taking a complaint seriously is inexcusable. Not proactively communicating is mind blowing. Even an update that it is being researched is better than silence. If I routinely ignored customers for more than a business day I would be fired.

I am the exact customer that Chrysler wanted. I was a loyal Honda/Acura buyer (four of them in a row, actually) that was willing to be open-minded and look past the sins of Chrysler's past. I am also a young, upwardly mobile professional that would have loved to buy from Chrysler for many years to come. Further, I'm a car guy! In 6th grade I knew that my dad's company car (Dodge Intrepid) had the 3.3L V6 as opposed to the 3.5L 215hp V6. Because I am such an enthusiast friends, family, and colleagues value my opinion and pay attention to what I drive. They have all been shocked to see me choose a Jeep (Chrysler product). They are even more surprised at how tolerant I have been of this cars foibles. My experience has persuaded two possible buyers (one for a new Jeep and another for a new Dodge Durango) not to make a purchase. They don't want the same headache that I have.

I now feel compelled to share this experience with others, include it on consumer reviews of the car, and I am submitting ALL of this information to TrueDelta for their reliability ratings. I signed up when I bought the car.

Sorry if this seems incredibly negative. To some extent I needed to document this and vent. I went into this purchase fiercely positive and incredibly excited about this car. I fully expected to keep it for 10 years or more. I was so impressed with the content and quality that I jumped brands. Instead, my worst nightmares about vehicle ownership have come true. This experience has made me entertain taking a tremendous loss at trade-in just to get back to a dependable car/brand. Maybe my car is one in a million but if I had known how frustrating this COULD be I never would have bought this Jeep.
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Old 04-07-2011, 08:51 PM
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Re: It's Official, I Regret My Purchase

Well. That sucks. I am not sure what the lemon law states exactly or if it even exists in your state but it sounds like it was made for this reason. Have a lawyer send a letter to the dealer. I am not sure where to go from here but it sounds like its time to lawyer up and demand your money back or a vehicle replacement. Good luck.
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Old 04-07-2011, 08:55 PM
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Re: It's Official, I Regret My Purchase

Sounds like you got a turd. I'm sorry to hear that. You should get out of that car and either give another WK2 a try or go back to foreign if you feel this is indicative of american carmakers.

The solace for the rest of us is that these types of issues are few and far between. I've been thrilled with my purchase so far. That means nothing good for you, but it's good to know that your experience is currently an exception, like all automakers experience, and not the norm that it used to be. I hope they make things right for you.

P.S. - I'm talking about the car and not the dealer. It is well documented that the chrysler dealer network is still operating in the distant past and needs service badly.
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Old 04-07-2011, 08:56 PM
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Re: It's Official, I Regret My Purchase

Don't let the dealer or Chysler off the hook. Keep taking it in and if you have a certain number of trips in without it being fixed Chrysler should offer a buyback. If this happens, request cash refund and buy a different non-Chrysler vehicle and from a different dealer obviously. If they don't fix the shudder, use your state's lemon laws. You should check your state lemon laws if you haven't already but I'm betting you have looked into the lemon law rules already. Good luck. Thank you very much for this post. I'm closer to not buying a new Jeep.
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Old 04-07-2011, 09:02 PM
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Re: It's Official, I Regret My Purchase

We ought to get a moderator to add a sticky thread that lists dealers to avoid. Dealers need to be held accountable for shady tactics and poor customer service. This thread would be helpful to people looking to buy and hopefully put pressure on dealers to be accountable for the products they sell. Someone should make this happen in every forum listed on this website. Why not? Do a simple Poll of all Chrystler dealers. Do it by state to break it down. The percentage feedback would be very telling and a great tool for those of you looking to purhase. Can we make this happen some how?
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Old 04-07-2011, 09:16 PM
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Re: It's Official, I Regret My Purchase

Wow...not good. I would be VERY frustrated too. What was your build date?
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Old 04-07-2011, 09:17 PM
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Re: It's Official, I Regret My Purchase

Quote:
Originally Posted by rhaines View Post
We ought to get a moderator to add a sticky thread that lists dealers to avoid. Dealers need to be held accountable for shady tactics and poor customer service. This thread would be helpful to people looking to buy and hopefully put pressure on dealers to be accountable for the products they sell. Someone should make this happen in every forum listed on this website. Why not? Do a simple Poll of all Chrystler dealers. Do it by state to break it down. The percentage feedback would be very telling and a great tool for those of you looking to purhase. Can we make this happen some how?
Just don't gloss over the fact that Chrysler designed and assembled the vehicle with all of these problems. Several people have a shudder problem, it sounds pretty bad, and it's never been fixed. Stalling issues in the WK were never fixed or even acknowledged. Water leaks in the WK and WK2. On and on and on the list of problems and poor customer service from many Jeep dealers and from Chysler Jeep itself.

I was dead set on buying a new WK2, but it's just not worth the risk of the problems or the "unable to replicate" and never getting it fixed and being without a new expensive vehicle.

A Porsche Cayenne will be my next SUV, I just won't be able to afford all of the options but what's important is the way a vehicle drives and reliability.
http://omaha.porschedealer.com/Cayen...95/special.php
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Old 04-07-2011, 09:38 PM
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Re: It's Official, I Regret My Purchase

Ford and GM, whose dealers were better than Chrysler's to begin with, have embarked on campaigns to improve their dealership networks' quality. Fiat apparently hasn't gone the same route, perhaps because in southern Europe dealer networks tend to be poorer than what we are used to over here, at least from what I have experienced which is very limited.

Of course, Fiat has faced a huge task in enhancing the mess they obtained in Chrysler after so many years of neglect and poor management. When it comes to upgrading production and vehicle design, Fiat has really done a remarkable job.

But as Acura once showed, you can take worthy but not exceptional vehicles and get exceptional creds among the public simply by having an outstanding dealer network and factory focus on customer satisfaction.
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Old 04-07-2011, 09:43 PM
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Re: It's Official, I Regret My Purchase

Quote:
Originally Posted by Dan JGC View Post
Wow...not good. I would be VERY frustrated too. What was your build date?
Based on earlier threads it's November
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Old 04-07-2011, 09:44 PM
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Re: It's Official, I Regret My Purchase

Quote:
Originally Posted by jgc4ever View Post
Just don't gloss over the fact that Chrysler designed and assembled the vehicle with all of these problems. Several people have a shudder problem, it sounds pretty bad, and it's never been fixed. Stalling issues in the WK were never fixed or even acknowledged. Water leaks in the WK and WK2. On and on and on the list of problems and poor customer service from many Jeep dealers and from Chysler Jeep itself.

I was dead set on buying a new WK2, but it's just not worth the risk of the problems or the "unable to replicate" and never getting it fixed and being without a new expensive vehicle.

A Porsche Cayenne will be my next SUV, I just won't be able to afford all of the options but what's important is the way a vehicle drives and reliability.
http://omaha.porschedealer.com/Cayen...95/special.php
Actually, there is one post, finally, where they were able to fix it. Preliminary report is rear diff and drive shaft.

http://jeepgarage.org/showpost.php?p...7&postcount=42
http://jeepgarage.org/showpost.php?p...8&postcount=44

BTW, enjoy your Cayenne, I did when I had mine and they've only gotten better.
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Old 04-07-2011, 09:46 PM
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Re: It's Official, I Regret My Purchase

I had a November build date. This was the exact color combo and feature set I was looking for. I looked hard for this car. The deal was really good so I pulled the trigger.

I looked up the Lemon Law. NYS says they get four tries at fixing it or it has to be in the shop for 30 days over 24 months (or 18,000 miles). I think that is slanted too far in the dealer's/manufacturer's favor. I am stuck trying to get Chrysler to do something or get some satisfaction from the dealer.

Thanks for all the support guys. I was a little worried people would tell me I was over the top. I really wanted this to go well. This was worse than I ever imagined.

I think the longer that this draws out the less likely I would be to give Chrysler a second chance. I do feel that if Sergio knew about things like this he would be up in arms. Organizational change is a hard thing, especially for a part time CEO. But man I would not let this kind of stuff fly in mine.
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Old 04-07-2011, 09:54 PM
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Re: It's Official, I Regret My Purchase

mjw,

I read that but that was just a couple of days ago so that person won't really know if the shudder is resolved for good or re-emerges for months. I say this because I had a stalling problem with my WK since new that has had several attempts to be fixed and several times seemed to be fixed only to have it stall again. It seems much better but still can stall if I start it up under certain conditions.

Oh, and thanks for the well wishes about the Cayenne.
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