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Old 10-08-2014, 03:48 PM
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Thoughts on my service experience?

I've got a 2014 JGC Diesel, bought new from my dealer in November. A little over 8k miles on it now. I was on the final leg of a 6 hour drive home, couple of hours left to go. Filled up from a half tank to full for the heck of it, and stopped for a bite of food. Was ready to get back on the road. Upon start-up, the engine started normally, but the starter continued to turnover multiple (10?) times before stopping. And the check engine light came on. It did this again every time I started it before taking it in. I read about the light in the manual, which suggested I did not need immediate service. I drove the rest of the way home, mostly normally, feeling a bit of 'puttering' when I got to slower speeds near home.

I needed my 2nd oil change anyways, so I took the car to the dealer straight away the next day (Mon Sept 29th). They noted my complaints and said they would figure it out. After a short wait, they drove me to a rental car place and set me up with a loaner car. Great. It's a late model dinged up Chrysler 200. Ok, not close to equivalent to mine, but whatever. I need a car.

Jump to Wednesday. I get a call from my service rep. She says, Chrysler says "we need to test the fuel". Sounds like a smart idea considering the car was puttering. I agree. She calls back the next day to say "We've run the test and have the results. There's regular gasoline in your tank" I'm incredulous but drive 75 miles in my loaner to figure out what's up. Turns out their test and their results involved some guy in the back looking at and smelling the fuel. This seems like an attempt to deceive me.

I'd like to take this moment to say I believe it is unlikely, but conceivable, that I put the wrong kind of fuel in this vehicle. I have owned diesels before this one, and never had any problems. I called the station I filled up at immediately to prove that I put the right fuel in. But somehow they have no way of looking at their charges and knowing what pump and fuel was used. I don't understand that, but that's what they said.

The dealer insists that there's regular in the tank and they must do an out of warranty fuel tank and line repair at $1200. On Friday I agree and say "If this is not what's wrong with the car, I had better not be held responsible for the $1,200.

Monday the 6th, I receive a phone call from the car rental place who says the dealer has decided not to cover my loaner vehicle. Or more along the lines of 'Chrysler will not pay for it. Please pay us'. What does that even mean? Who cares what Chrysler is doing? Is the dealer actually saying (and not to me but the rental place) that they're not going to offer me a vehicle to get around in for the now week + that they've had my vehicle? This, after I purchased a brand new $50,000 vehicle, a fully loaded service contract, an oil change contract, and agreed to an out of warranty $1,200 service. And some of those rental charges would be retro-active. Because they never said anything about who was paying for it. It was obvious to me that the dealer was providing me a loaner while my car was in for service. They're not saying 'we're deciding not to pay for the car into the future', but 'you owe for the entire time'.

Two things seem very wrong about this to me. 1 - An apparent attempt to deceive me by suggesting that some guy smelling my fuel was a 'test' and had 'results'. 2 - After everything I put towards this dealership, are they really unwilling to provide me a car? Point 1 makes me think I should find another service department. Point 2 makes me feel like I never want to buy another Chrysler product.

None of this is about the money. I was attracted 'down to' Jeep by the new JGC. I would otherwise be in something foreign that costs 20,000+ more dollars. It is the way i'm being treated. Not only by the dealer, but also the Chrysler Customer Care line who has parroted the company line...Out of Warranty, no obligation to provide loaner car etc.

I'm mostly venting, but would like to hear any thoughts, sympathies, derisions, etc.

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Old 10-08-2014, 04:02 PM
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Re: Thoughts on my service experience?

It shouldn't be impossible to get a third party agency to test the fuel to see whether or not it was diesel as soon as the dealer brought this up as the alleged cause.
Is the fuel in the tank still intact? If so, insist on getting a sample, and get it independently verified.

Although, it sounds like the service station isn't overly helpful in that they could have just as easily put the wrong fuel in their storage tanks as you grabbing the wrong pump or pump button.

? At a similar station, does the regular nozzle fit?
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Old 10-08-2014, 04:42 PM
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Re: Thoughts on my service experience?

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Originally Posted by lstowell View Post
Although, it sounds like the service station isn't overly helpful in that they could have just as easily put the wrong fuel in their storage tanks as you grabbing the wrong pump or pump button.
Thanks for your comment.

The guy was willing to find my exact charge. He confirmed to me the amount I payed. I just don't get why he didn't know before he looked that he couldn't tell me anything useful.

It brings up another question i've been having. Just how much regular fuel could my diesel handle? If I had a full tank of half and half diesel and regular, would my car really make it nearly 200 miles and still be running?

Could fuel storage contamination account for my car's symptoms? Could bad diesel fuel?
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Old 10-08-2014, 04:57 PM
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Re: Thoughts on my service experience?

Yep, Jeep service and company policies, the reason I'm really look to jump to a better car company. Notice I didn't say a nicer car as the car is generally fine. I haven't had an issue free car, but worse than that is how they have handled the issues.

I would request some fuel from the tank. Then find a lab to actually test it. If not, demand payment. If they don't pay, sue them in small claims.
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Old 10-08-2014, 09:37 PM
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Re: Thoughts on my service experience?

Not that I want to side with the dealer (trust me, I really don't), but you don't need any kind of scientific analysis to determine if gasoline is mixed in with diesel. It doesn't take a dog's nose to tell the difference, as they are two very distinct smells. I can absolutely guarantee you that if you put three containers in front of me (100% gas, 100% diesel, and a 50/50 mix of gas and diesel), I could tell you with complete certainty which was which.
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Old 10-08-2014, 09:43 PM
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Re: Thoughts on my service experience?

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Originally Posted by devilsadvocate View Post
Yep, Jeep service and company policies, the reason I'm really look to jump to a better car company. Notice I didn't say a nicer car as the car is generally fine. I haven't had an issue free car, but worse than that is how they have handled the issues.

That's part of the problem, as I see it. Jeep is now selling SUVs in the $50K+ market segment, but their service policies are still in the realm of what you'd expect from the $25K market segment. When you spend $50K+ on a Lexus or BMW, for example, you get the expected service experience to go along with it, meaning free loaner cars (even if you are using the service department of a dealership that did not sell you your vehicle), a washed vehicle returned to you, etc...
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Old 10-08-2014, 11:33 PM
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Re: Thoughts on my service experience?

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Originally Posted by MSCA View Post
That's part of the problem, as I see it. Jeep is now selling SUVs in the $50K+ market segment, but their service policies are still in the realm of what you'd expect from the $25K market segment. When you spend $50K+ on a Lexus or BMW, for example, you get the expected service experience to go along with it, meaning free loaner cars (even if you are using the service department of a dealership that did not sell you your vehicle), a washed vehicle returned to you, etc...
Doesn't even have to be an expensive car to get good service. Seems like the Japanese car companies get it. Both when I had an Acura Integra and when I had a Toyota Tacoma, loaners were not a problem, especially if they were keep the car all day or longer.

The "putting you in a loaner of equal quility" is BS for the most part. Even when I have had a loaner for my G8 when it has been in for service, I have had a beater Chevy badge Daihatsu once and a Buick Verano Ti another. Wiht my Jeep in the shop this week, I told them I would need a loaner and the first replay was "We don't do loaners...." Domestic car dealers just don't get it when it comes to things like that unless they do it for the more expensive brands.
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Old 10-09-2014, 12:37 AM
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Re: Thoughts on my service experience?

"Is the dealer actually saying (and not to me but the rental place) that they're not going to offer me a vehicle to get around in for the now week + that they've had my vehicle? This, after I purchased a brand new $50,000 vehicle ..."

Did you pose this question to the dealer? It could be (hopefully) the dealer intends to reimburse you but can't put it through the warranty.

As suggested, I would get a sample of the fuel analyzed if possible. If the gas station did in fact have contaminated diesel fuel you will not be the only customer affected. Having an analysis of the fuel, beyond the smell test, might be helpful in recovering your $1,200 from the station.

I hope you get this straightened out quickly and without too much pain or delay.



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Old 10-09-2014, 08:27 AM
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Re: Thoughts on my service experience?

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Originally Posted by FusilliJerry View Post
Doesn't even have to be an expensive car to get good service. Seems like the Japanese car companies get it. Both when I had an Acura Integra and when I had a Toyota Tacoma, loaners were not a problem, especially if they were keep the car all day or longer.

The "putting you in a loaner of equal quility" is BS for the most part. Even when I have had a loaner for my G8 when it has been in for service, I have had a beater Chevy badge Daihatsu once and a Buick Verano Ti another. Wiht my Jeep in the shop this week, I told them I would need a loaner and the first replay was "We don't do loaners...." Domestic car dealers just don't get it when it comes to things like that unless they do it for the more expensive brands.
True. I had an Acura TL and my local Acura dealer maintained a fleet of Acuras that were used strictly as loaners for service customers. In my opinion, that's a great selling point because it often puts Acura owners in other Acura models, which of course can often end up helping the company sell another Acura vehicle down the road. Think of it as an extended test drive. I never understood why any car company would provide a loaner vehicle from a different manufacturer. Imagine a Toyota dealer providing a Honda vehicle as a loaner. What if the customer really liked the features/ride/handing (or whatever) on the Honda and decided to buy one for his next car? The Toyota dealer just helped push a customer into another brand of vehicle.
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Old 10-09-2014, 10:41 AM
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Re: Thoughts on my service experience?

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Originally Posted by lstowell View Post
At a similar station, does the regular nozzle fit?
I'd like to know the answer to this. I don't have a diesel, but aren't the fuel nozzles for diesel and unleaded different in the U.S.? Would the unleaded nozzle fit in the diesel filler neck of the GC?
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Old 10-09-2014, 12:40 PM
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Re: Thoughts on my service experience?

Quote:
Originally Posted by soundonwheels View Post
Thanks for your comment.

The guy was willing to find my exact charge. He confirmed to me the amount I payed. I just don't get why he didn't know before he looked that he couldn't tell me anything useful.

It brings up another question i've been having. Just how much regular fuel could my diesel handle? If I had a full tank of half and half diesel and regular, would my car really make it nearly 200 miles and still be running?

Could fuel storage contamination account for my car's symptoms? Could bad diesel fuel?
From that charge, and the pump price for regular vs diesel, you should be able to determine whether or not you selected the correct fuel.

Don't mean the correct fuel is in the station's tank or that there is nothing wrong with it, but that would be a tough thing to prove unless you had samples right from the pump and from your vehicle and could prove that both were untampered with.
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Old 10-16-2014, 06:00 PM
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Re: Thoughts on my service experience?

Sorry I disappeared. I couldn't think about it for awhile. It has turned into a massive service, which luckily it seems like my insurance is going to cover. I'll be paying for the rental car, because Chrysler.
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