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  #229  
Old 05-01-2015, 03:06 PM
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See this is the thing if they had some incentive such as being sued or loosing money somehow they would have these maps out in a few days but because we already paid them all the money for the NAV system FCA could care less. We are just past customer pests trying to get them to expend their resources. We already know customer service doesnt exist in their vocabulary given the way their dealers operate so why would they care about something like maps.

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  #230  
Old 05-01-2015, 04:15 PM
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Quote:
Originally Posted by 1stJeepGC View Post
Greetings,

Maybe this is why FCA is taking it's time thinking on how to handle this:

Navi, CarPlay/Android Auto in Low Demand: JD Power | ceoutlook.com

Best for now.
A reliable navigation system and updated map database will decrease the need for blind spot monitoring and crash prevention since drivers will be more prepared for their turns.

FWIW I got a survey from Jeep today and made a big deal about the map updates in addition to my other concerns. I requested a call to discuss further and listed the maps as a potential topic of discussion. We'll see if I hear from them.
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  #231  
Old 05-01-2015, 04:28 PM
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Re: 2014 Grand Cherokee Map Update

Does anyone know where the map database is first loaded during the build? Is it done by Harmon before shipping the RA4 unit to Jeep? Same question regarding the Garmin GPS software. Who loads it into the RA4? I doubt these units get bounced from vendor to vendor, I would think there is a central location where the RA4 is put together, Harmon?, and then shipped to Jeep for installation in the vehicles.
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  #232  
Old 05-01-2015, 07:20 PM
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Re: 2014 Grand Cherokee Map Update

Quote:
Originally Posted by Steiner84 View Post
A reliable navigation system and updated map database will decrease the need for blind spot monitoring and crash prevention since drivers will be more prepared for their turns.

FWIW I got a survey from Jeep today and made a big deal about the map updates in addition to my other concerns. I requested a call to discuss further and listed the maps as a potential topic of discussion. We'll see if I hear from them.
Greetings,

Excellent Point.

Thanx for the support.

Best for now.
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  #233  
Old 05-02-2015, 10:55 AM
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Re: 2014 Grand Cherokee Map Update

Greetings,

Try using this in your next letter or posting. If you have not done so, do so. Every voice helps.


I am writing to you on very irritating matter to me that my 2014 Jeep Grand Cherokee was installed with a Map Database from the calendar year of 2012. I imaged that an update would be forth coming in a respectable time frame as with prior update policies.

Let me frank, it is conscionable that you bestow a product on us that the rest of auto world has the ability to update, whereas with you, we are currently looking at four (4) years until the rumored resolution occurs? That is sometime at the end of 2015. It is now the middle of the second quarter of the year and by the end of third period of this quarter, the beginning of the driving season for our wonderful vacations shall commence. We venture onto the roads with a database that leaves us in question and with unknown results is fine within the ranks of FCA?

Is it a wise policy that your so-called tier (1) one consumer relation’s leaves with a dumb founded answer? By now, their have been many complaints besides mine. The worse part, this not a recent complaint, it over a short period of years. We do not even know if it makes up the corporate ladder. Seriously, is that any respect for a loyal customer that has prefers the Jeep brand to other brands?

Granted, the 2014 Grand Cherokee model has been an issue to others, while other have found it wonderful. I can understand you have many problems to solve on your plate, including this one. But, this one, from the attitude that I am finding and from my social media partners, it seems you consider this to be a niche problem. Then, if so, are you really telling us to bug off?

I wonder if the Consumer Reports articles are right in regards to the creditability of your product. I could remember not so long ago, you were almost written off. Your current action does not even suggest that history is being repeated again. In fact, by your current policy, history is indeed being repeated. Social media has become just as powerful as the press and possibly more of an effect with us consumers. It would not surprise me if some lawyer gets wind of this and seeks out a class action lawsuit. Do you really want that public relations to deal with?

As shameful it is for loyal customer to have to write such a letter, I demand the respect that a communication of some sort be issued. Not by your consumer affairs folks, but by a high ranking V.P., President or even the Chairman of the Board.


Feel free to correct any grammar, spelling, add additional points and etc. Keep to the topic at hand and be civilized.

Best for now.
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  #234  
Old 05-02-2015, 12:13 PM
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Re: 2014 Grand Cherokee Map Update

Quote:
Originally Posted by 1stJeepGC View Post
Greetings,

Try using this in your next letter or posting. If you have not done so, do so. Every voice helps.


I am writing to you on very irritating matter to me that my 2014 Jeep Grand Cherokee was installed with a Map Database from the calendar year of 2012. I imaged that an update would be forth coming in a respectable time frame as with prior update policies.

Let me frank, it is conscionable that you bestow a product on us that the rest of auto world has the ability to update, whereas with you, we are currently looking at four (4) years until the rumored resolution occurs? That is sometime at the end of 2015. It is now the middle of the second quarter of the year and by the end of third period of this quarter, the beginning of the driving season for our wonderful vacations shall commence. We venture onto the roads with a database that leaves us in question and with unknown results is fine within the ranks of FCA?

Is it a wise policy that your so-called tier (1) one consumer relation’s leaves with a dumb founded answer? By now, their have been many complaints besides mine. The worse part, this not a recent complaint, it over a short period of years. We do not even know if it makes up the corporate ladder. Seriously, is that any respect for a loyal customer that has prefers the Jeep brand to other brands?

Granted, the 2014 Grand Cherokee model has been an issue to others, while other have found it wonderful. I can understand you have many problems to solve on your plate, including this one. But, this one, from the attitude that I am finding and from my social media partners, it seems you consider this to be a niche problem. Then, if so, are you really telling us to bug off?

I wonder if the Consumer Reports articles are right in regards to the creditability of your product. I could remember not so long ago, you were almost written off. Your current action does not even suggest that history is being repeated again. In fact, by your current policy, history is indeed being repeated. Social media has become just as powerful as the press and possibly more of an effect with us consumers. It would not surprise me if some lawyer gets wind of this and seeks out a class action lawsuit. Do you really want that public relations to deal with?

As shameful it is for loyal customer to have to write such a letter, I demand the respect that a communication of some sort be issued. Not by your consumer affairs folks, but by a high ranking V.P., President or even the Chairman of the Board.


Feel free to correct any grammar, spelling, add additional points and etc. Keep to the topic at hand and be civilized.

Best for now.
Just a few edits before you send that out so it will be more likely to be taken seriously:

- I would state it as "a matter of concern", not "an irritating matter". By using the former, it allows them to feel like they can make you happy by resolving the issue. The latter puts them on the defensive and makes them more likely to pacify you with a canned response to shut you up.

- Change imagine to imagined. In fact, I wouldn't use either word. Imagine makes it sound like it's all in your head. Instead, say "the information I have received indicates".

- It's forthcoming, as one word.

- Remove "Let me be frank". You don't need their permission to tell the truth.

- I assume you meant "UNconscionable", not "conscionable" - the former meaning operating without conscience or feeling.

- Divide the 2nd paragraph into two, with the break being at "It is now the middle...")

- Dump paragraph 3. You can't speak for others, even if you've heard complaints. You're more credible if you stick to issues you have specifically encountered. Further, some of the content in that letter would potentially be considered insulting. You catch more flies with honey.

- Dump the first sentence in paragraph 4. That will show you understand they have a lot to work on, but you still want to express your concern for the issue. Then follow up with a statement of how you feel as though the problem is being ignored and progress seems halted by finger-pointing between those parties involved. Make a statement that your hope is Chrysler/Jeep will stand behind their product and work with vendors on behalf of their paying customers.

- Leave out the lawyer stuff. They'll stop reading at that point and they'll be done with you. They won't respond at all in case you actually do hire a lawyer. Instead, stick to the impact that allowing the issue to continue will have in the current social media world.

- Dump the last paragraph. It won't be taken seriously at all. Instead, follow up with contact information and a statement that you hope to hear from them soon on the progress of upcoming updates. Let them know you want to continue as a customer, but may consider alternatives in the future if this is the type of service to be expected down the road.
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  #235  
Old 05-02-2015, 04:16 PM
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Re: 2014 Grand Cherokee Map Update

The letter and the updates both sound like a good idea. not to sound lazy or dealing out assignments but if someone grammar savvy has time to incorporate changes in and come out with one smooth letter that people can just copy past and add their name and vin to so they can mail it we may get more people willing to mail a letter if there is less leg work involved. I would gladly do it but my grammar and writing skills are beyond atrocious and I think I would probably do more harm than good on something like that.

im not one to often send complaint letters up the chain but every once in a long while something like this comes up. so one time a few years ago to try to get attention on a product issue I wrote a letter like this went to the dollar store and bought an 8.5"x11" one dollar picture frame and put the letter in it and mailed to the senior management of the company. sounds silly and stupid I know but it got me a call from a district manager and the problem I was dealing with was quickly solved, that was after regular letters and emails had failed.

the more numbers of people that complain the better and any creative ways to get the information to bypass the roadblock customer service the more likely we may get the issue noticed instead of dismissed as not FCAs problem. That comment above that the new date for maps to be ready is the end of 2015 is unbelievable. Can you imagine it going that far and these 2Q2012 maps hitting the 4 year mark and FCA just continuing to toot the line that it is not their problem.
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  #236  
Old 05-02-2015, 07:39 PM
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Re: 2014 Grand Cherokee Map Update

Quote:
Originally Posted by silvermax04 View Post
Can you imagine it going that far and these 2Q2012 maps hitting the 4 year mark and FCA just continuing to toot the line that it is not their problem.
I entirely expect that to happen.
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  #237  
Old 05-02-2015, 09:42 PM
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Re: 2014 Grand Cherokee Map Update

Quote:
Originally Posted by NetworkTV View Post
Just a few edits before you send that out so it will be more likely to be taken seriously:

Greetings,

I wish to thank you for taking time out on your weekend and helping correct the draft. I applied your corrections and suggestions to the contents. I hope you do not mind and check it out for me again. I also but in Willx key point from a few posts ago. I am sure others here appreciate your help.

Best for now.


2nd draft as follow:

I am writing to you on a matter of concern that my 2014 Jeep Grand Cherokee was installed with a Map Database from the calendar year of 2012. The information that I received indicates an update would be forthcoming in a respectable time frame as with prior update policies.

It is unconscionable that you bestow a product on us that the rest of auto world has the ability to update, whereas with you, we are currently looking at four (4) years until the rumored resolution occurs? That is sometime at the end of 2015.

It is now the middle of the second quarter of the year and by the end of third period of this quarter, the beginning of the driving season for our wonderful vacations shall commence. We venture onto the roads with a database that leaves us in question and with unknown results is fine within the ranks of FCA?

I can understand you have many problems to solve on your plate, including this one. But, this one, from the attitude that I am finding in FCA’s response from the customer service department and from my social media friends response‘s that I read, it seems you consider this not a problem. All I get from you is, “Your 2014 Jeep Grand Cherokee is up to date”. Your vendor, “Your 2014…came equipped with the newest maps currently available”. Recently, I learned that you are now in possession of the map database.

I have become frustrated with the situation at hand due to a lack of a forthright answer by this company FCA/Jeep. Instead, the blame gets focused on Nokia, the owner of the HERE (formally Navteq) map database. In return, Nokia blames you. On and on goes the finger-pointing without any indication of a resolution. My feelings tells me that FCA/Jeep is going to stand behind their product and work with the vendors you have contractual obligations on behalf of myself and other loyal paying customers of your products. I hope this is going to be the case.

I wonder if the Consumer Reports articles are right in regards to the creditability of your product. I could remember not so long ago, you were almost written off. Your current action does not even suggest that history is being repeated again. In fact, by your current policy, history is indeed being repeated. Social media has become just as powerful as the press and possibly more of an effect with us consumers.

At this point, I wish to be contacted regarding the status of the forth-coming updates. Continuation of the repeated standard answer will leave me to look elsewhere when the time comes for a new vehicle. Moreover, the same applies if you still demonstrate the same type of service to me as a customer. That time could be shortly or in the near future. I cannot answer for my social media friends.

Thank you in advance regarding my matter of concern.
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  #238  
Old 05-03-2015, 05:08 AM
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Re: 2014 Grand Cherokee Map Update

So today I'm heading down our Southern Expressway, also known as the M2 or SEXY. It used to be a one-way road that reversed direction twice a day, but a few years ago was rebuilt as a two way road.

The Jeep proceeds to tell me to take the exit ramp on my right.

I wasn't convinced the GC could withstand a head-on collision with the traffic using that on-ramp on the right, so I instead took the exit ramp on the left.
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  #239  
Old 05-03-2015, 08:33 AM
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Re: 2014 Grand Cherokee Map Update

[QUOTE=1stJeepGC;1176551]Greetings,

I wish to thank you for taking time out on your weekend and helping correct the draft. I applied your corrections and suggestions to the contents. I hope you do not mind and check it out for me again. I also but in Willx key point from a few posts ago. I am sure others here appreciate your help.

Best for now.


2nd draft as follow:
------

re your letter, IMO:

1. It is too long. Letters of concern/complaint, need to be short and to the point, or they may not even be read, or taken seriouly.

2. Shorten the para "I can understand..." Too wordy.

3. I would change wording and shorten "I have become frustrated..." Tell them point blank that with your purchase of a new Jeep, you expect them to provide customer support for all vehicle systems including Nav; e.g. timely map updates.

4. Lose the para "I wonder is Consumer Reports..." They don't care what you are wondering about today. etc.

-------------------------------------------------------------------------
example;
-------------------------------------------------------------------------
I am looking for resolution to the problem of my 2014 Jeep Grand Cherokee Nav system, incorrect or inappropriate guidance, due to 3 year old map data (2012). This GPS nav system is one of the important convenience and safety features that were part of my decision to buy this brand. On-going customer support for the vehicle, and all systems, including map updates, is expected, but has not been met.

My previous requests for map updates, suggested I contact H.E.R.E. (Nokia), a FCA/Jeep vendor. I didn't buy my Nav system from them; I bought from Jeep, and expect them to support me.

Please escalate this issue to an appropriate customer service representative, to contact me in this matter.


Sincerely,


Name
Addr
contact #
vehicle VIN

------------------------------------------------------------------------

Thanks for working on this letter, and I am sure this will encourage more of us to follow in your steps, and send one too. I own a 14 M/Y JGC, and share your concerns.
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Old 05-03-2015, 09:22 AM
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Re: 2014 Grand Cherokee Map Update

When BBC sacked (i.e. "did not renew his contract") Jeremy Clarkson from Top Gear UK, there was an on-line petition that drew over 1 million signatures which was then printed and delivered to BBC. Why can't we centralize the process in a similar fashion?
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