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  #1  
Old 10-15-2014, 11:14 AM
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Jeep/Chrysler Executive Office?

I am having major issues with support from Jeep to fix my vehicle. I already have the "special tracking team" engaged on the issue but need to escalate beyond this team. Does Jeep/Chrysler have an Executive Office or anything like that where I can reach out to for assistance? I'm an owner of 3 straight JGCs that may never buy another Jeep or Chrysler vehicle again due to the horrible service experienced so far. 😡

Any contacts or assistance that can be provided will be greatly appreciated.

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  #2  
Old 10-15-2014, 11:36 AM
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Re: Jeep/Chrysler Executive Office?

Quote:
Originally Posted by JC_0105 View Post
I am having major issues with support from Jeep to fix my vehicle. I already have the "special tracking team" engaged on the issue but need to escalate beyond this team. Does Jeep/Chrysler have an Executive Office or anything like that where I can reach out to for assistance? I'm an owner of 3 straight JGCs that may never buy another Jeep or Chrysler vehicle again due to the horrible service experienced so far. 😡

Any contacts or assistance that can be provided will be greatly appreciated.

Thanks


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You haven't clearly explained what is going on. Who is it you think you are getting the poor service from? The dealership or Chrysler directly? If you haven't already made an enemy of the dealership try getting the dealership owner to help you. With the owner and his regional rep on your side you have a winning team. In any event Chrysler headquarters is in Auburn Hills, Michigan. The problem you will have though is getting by Chrysler's front line telephone answers. One of their jobs is to make sure you do not get through to any of the higher ups. We need a few more particulars though to offer any advice. What is the exact problem, how many miles on the Jeep, do you have an extended service contract, etc?
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Old 10-15-2014, 11:51 AM
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Re: Jeep/Chrysler Executive Office?

How about the attorney general complaint? Just a thought...

But yea, what's wrong with your summit?
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Old 10-15-2014, 11:53 AM
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Re: Jeep/Chrysler Executive Office?

Sorry here are the details.

2014 GC Summit with about 20k miles. I have had to take it in due to issues with the center Display Unit that controls the radio, Nav, temperature etc 4 times now in 17 months. Twice the unit has not been working at all. They fixed that issue once in October 2013. The issue happened again September 10th of this year. They have to replace the entire unit as they can't repair it. They told me there were no units in stock which was fine and it could be 3 days to 3 weeks to get a unit. After no information from the dealer for over 2 weeks and them unable to provide any ETA I called Jeep corporate. They looked up the issue and assigned a "special tracking team" to find the part to repair the unit. The person assigned doesn't return voicemails and provides ETAs for updates that come and pass with no updates. I am now at 35 days with a basically unusable vehicle that I am making payments for and figuring out the next escalation steps. I figured it was out of the dealers hands and is a Jeep corporate issue but reaching out to the dealership makes sense. Based on what I have shared do you still think I should contact the dealership GM or owner?

Thanks


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  #5  
Old 10-15-2014, 12:12 PM
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Re: Jeep/Chrysler Executive Office?

Quote:
Originally Posted by JC_0105 View Post
Sorry here are the details.

2014 GC Summit with about 20k miles. I have had to take it in due to issues with the center Display Unit that controls the radio, Nav, temperature etc 4 times now in 17 months. Twice the unit has not been working at all. They fixed that issue once in October 2013. The issue happened again September 10th of this year. They have to replace the entire unit as they can't repair it. They told me there were no units in stock which was fine and it could be 3 days to 3 weeks to get a unit. After no information from the dealer for over 2 weeks and them unable to provide any ETA I called Jeep corporate. They looked up the issue and assigned a "special tracking team" to find the part to repair the unit. The person assigned doesn't return voicemails and provides ETAs for updates that come and pass with no updates. I am now at 35 days with a basically unusable vehicle that I am making payments for and figuring out the next escalation steps. I figured it was out of the dealers hands and is a Jeep corporate issue but reaching out to the dealership makes sense. Based on what I have shared do you still think I should contact the dealership GM or owner?

Thanks


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I have no idea the size of your dealership and how involved the owner and general manager get in day to day operations. My dealership's owner is out on the floor and in the service department everyday. I think I would make an appointment with the owner if that were possible and if not go down stream from there. The problem is when you call Chrysler you are just another disgruntled customer. If the dealership calls Chrysler they get an audience. You need to somehow get to the dealership's regional rep. He is the one who can maneuver inside Chrysler. Your dealer does have a certain number of parts orders he can escalate through his rep. How he chooses to use those escalations is up to him and his rep. Chrysler does have a parts problem. They are not lying to you about that. Ever since Chrysler went to just in time parts they warehouse very few parts and the dealerships even less. Taking your Jeep in for service has become a two step process. First, step getting it diagnosed/parts ordered. Second step, receiving the parts and installing them. I think the first thing I would try now is getting that appointment with the owner/general manager. Go in with the right attitude. You are looking for help, not looking for a war. I would not come right out with this with the owner/general manager but you are getting close to lemon law qualifications. Best of luck.
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Old 10-15-2014, 12:16 PM
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Re: Jeep/Chrysler Executive Office?

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Originally Posted by macfan View Post
but you are getting close to lemon law qualifications. Best of luck.
I was thinking that but wasn't too sure. Don't lose hope OP.
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Old 10-15-2014, 03:49 PM
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Re: Jeep/Chrysler Executive Office?

Quote:
Originally Posted by JC_0105 View Post
Sorry here are the details.

2014 GC Summit with about 20k miles. I have had to take it in due to issues with the center Display Unit that controls the radio, Nav, temperature etc 4 times now in 17 months. Twice the unit has not been working at all. They fixed that issue once in October 2013. The issue happened again September 10th of this year. They have to replace the entire unit as they can't repair it. They told me there were no units in stock which was fine and it could be 3 days to 3 weeks to get a unit. After no information from the dealer for over 2 weeks and them unable to provide any ETA I called Jeep corporate. They looked up the issue and assigned a "special tracking team" to find the part to repair the unit. The person assigned doesn't return voicemails and provides ETAs for updates that come and pass with no updates. I am now at 35 days with a basically unusable vehicle that I am making payments for and figuring out the next escalation steps. I figured it was out of the dealers hands and is a Jeep corporate issue but reaching out to the dealership makes sense. Based on what I have shared do you still think I should contact the dealership GM or owner?

Thanks


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10K miles here, I have had mine in like 10 times in the last year.. 4 times... mere childs play. lol
I had the "special tracking team" as well, they pushed it to another division that wound up paying for one month of the vehicle. (Its a start)
I would call customer service again and ask who else you can talk to
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  #8  
Old 10-19-2014, 11:29 AM
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Re: Jeep/Chrysler Executive Office?

Was able to get in contact with the Dealer VP on Thursday. He is staying in constant contact with me and the Regional Jeep rep. I should have some answers or a resolution on Monday!


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Old 10-19-2014, 06:58 PM
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Re: Jeep/Chrysler Executive Office?

[QUOTE=macfan;1102178] In any event Chrysler headquarters is in Auburn Hills, Michigan. QUOTE]

Is it still there? I thought Sergio packed everything up and moved to Italy since Fiat is the main company in FCA.
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