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  #241  
Old 05-03-2015, 11:46 AM
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Re: 2014 Grand Cherokee Map Update

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Originally Posted by f1anatic View Post
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?
Greetings,

Yes, that should be the plan.

By establishing a letter and having the signatures will show the strength of the concerns of us Jeep owners. In fact, I would even include all the posts from this thread to show how strongly we feel about this. This should accomplish 2 goals, fix the current situation and prevent it from repeating in the future.

I know other have started to work background approaches within JeepGarage.org to further being this issue for others to back us even if it does not effect them. As somebody said in a prior post, the frustration is mounting. This type of issue to get the resolution does take time. Hopefully, at this rate maybe we can answer by June.

As for the letter, a lot of good ideas are now coming forward. I look forward for more input.

Best for now.

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  #242  
Old 05-03-2015, 01:25 PM
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Re: 2014 Grand Cherokee Map Update

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Originally Posted by 1stJeepGC View Post
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.
That's actually a good letter, but there needs to be something in there about the potential safety issue of outdated maps. If Jeep thinks customers feel unsafe in their vehicles due to a feature they offer, they might be more willing to act. After all, the word "safety" is usually lawyer bait, and they certainly don't want it to get to that point. It was touched upon in the first paragraph, but not made clear enough.

Plus, it's important they understand why outdated maps are such a problem. Don't forget, few of the higher ups take road trips. They don't have that kind of time.

As far as the ending, the biggest issue is that customer service has contacted people, but has yet to provide an acceptable answer. Therefore, it's almost like asking for another form letter by having this forwarded to them. It would be better to request escalation to a higher level.

I would also use the full word "navigation". "Nav" will usually show up as a misspelling in electronic postings. Using the full word will avoid those little red lines under the word. In addition, I noticed you were a bit heavy on the commas.

Here's my proposed edit:

-------------------------------------------------------------------------
I am looking for resolution to the problem of my 2014 Jeep Grand Cherokee Navigation system. Currently, the system is using 3 year old map data (2012), which can lead to incorrect or inappropriate guidance.

This GPS navigation system is one of the important safety and
convenience features that were part of my decision to buy this brand. On-going customer support for all vehicle systems, including map updates, is an expectation that has not been met.

Outdated map data presents an exponentially greater safety issue the longer the problem remains uncorrected. Each year, miles of roads and bridges are added or retired and traffic flow is altered on highways and city streets. An up to date database can actually decrease accidents by ensuring the driver is in the correct position well before a turn or exit arrives. A severely out of date database can lead to driver confusion and hazardous maneuvers, potentially leading to an accident.

My previous requests for map updates suggested I contact H.E.R.E. (Nokia), an FCA/Jeep vendor. I didn't buy my Nav system from them; I bought it from Jeep and expect them to support me. Instead, I have only received canned responses and finger-pointing from both parties, neither of which solve the issue.

As customer service has failed to provide a satisfactory solution to the issue, I request this complaint be elevated to a higher level that can provide a resolution. That successful resolution will be a large factor in my future automotive purchases.

Sincerely,

Name
Address
contact #
vehicle VIN
------------------------------------------------------------------------
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  #243  
Old 05-03-2015, 08:03 PM
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Re: 2014 Grand Cherokee Map Update

Quote:
Originally Posted by NetworkTV View Post
That's actually a good letter, but there needs to be something in there about the potential safety issue of outdated maps. If Jeep thinks customers feel unsafe in their vehicles due to a feature they offer, they might be more willing to act. After all, the word "safety" is usually lawyer bait, and they certainly don't want it to get to that point. It was touched upon in the first paragraph, but not made clear enough.

Plus, it's important they understand why outdated maps are such a problem. Don't forget, few of the higher ups take road trips. They don't have that kind of time.

As far as the ending, the biggest issue is that customer service has contacted people, but has yet to provide an acceptable answer. Therefore, it's almost like asking for another form letter by having this forwarded to them. It would be better to request escalation to a higher level.

I would also use the full word "navigation". "Nav" will usually show up as a misspelling in electronic postings. Using the full word will avoid those little red lines under the word. In addition, I noticed you were a bit heavy on the commas.

Here's my proposed edit:

-------------------------------------------------------------------------
I am looking for resolution to the problem of my 2014 Jeep Grand Cherokee Navigation system. Currently, the system is using 3 year old map data (2012), which can lead to incorrect or inappropriate guidance.

This GPS navigation system is one of the important safety and convenience features that were part of my decision to buy this brand. On-going customer support for all vehicle systems, including map updates, is an expectation that has not been met.

Outdated map data presents an exponentially greater safety issue the longer the problem remains uncorrected. Each year, miles of roads and bridges are added or retired and traffic flow is altered on highways and city streets. An up to date database can actually decrease accidents by ensuring the driver is in the correct position well before a turn or exit arrives. A severely out of date database can lead to driver confusion and hazardous maneuvers, potentially leading to an accident.

My previous requests for map updates suggested I contact H.E.R.E. (Nokia), an FCA/Jeep vendor. I didn't buy my Nav system from them; I bought it from Jeep and expect them to support me. Instead, I have only received canned responses and finger-pointing from both parties, neither of which solve the issue.

As customer service has failed to provide a satisfactory solution to the issue, I request this complaint be elevated to a higher level that can provide a resolution. That successful resolution will be a large factor in my future automotive purchases.

Sincerely,

Name
Address
contact #
vehicle VIN
------------------------------------------------------------------------
I think that sounds good how about something like this on the end of it?

As your map vendor(H.E.R.E) has failed to deliver in a reasonable amount of time I request that you contact me and explain what is being done to solve this issue which is now a JEEP issue.
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  #244  
Old 05-03-2015, 08:12 PM
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Re: 2014 Grand Cherokee Map Update

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Originally Posted by silvermax04 View Post
I think that sounds good how about something like this on the end of it?

As your map vendor(H.E.R.E) has failed to deliver in a reasonable amount of time I request that you contact me and explain what is being done to solve this issue which is now a JEEP issue.
That's probably redundant.

The letter already mentions HERE has failed to supply an update and already requests the matter be escalated up the chain of command with a request for contact in that regard.

It also ends with the hint that a current customer may become a former customer down the road if Jeep doesn't take the matter seriously.

Anything beyond that might make the letter too long. It's already on the cusp of that, but I felt is was important to stress how and why this is so important to Jeep owners.
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  #245  
Old 05-03-2015, 08:17 PM
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Re: 2014 Grand Cherokee Map Update

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Originally Posted by NetworkTV View Post
That's probably redundant.

The letter already mentions HERE has failed to supply an update and already requests the matter be escalated up the chain of command with a request for contact in that regard.

It also ends with the hint that a current customer may become a former customer down the road if Jeep doesn't take the matter seriously.

Anything beyond that might make the letter too long. It's already on the cusp of that, but I felt is was important to stress how and why this is so important to Jeep owners.
agree with drawing it out and making it long. I just like a blurb in there stating the person wants a call back to discuss. I guess people can add that on if they want the call back
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  #246  
Old 05-03-2015, 08:21 PM
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Re: 2014 Grand Cherokee Map Update

Quote:
Originally Posted by NetworkTV View Post
That's probably redundant.

The letter already mentions HERE has failed to supply an update and already requests the matter be escalated up the chain of command with a request for contact in that regard.

It also ends with the hint that a current customer may become a former customer down the road if Jeep doesn't take the matter seriously.

Anything beyond that might make the letter too long. It's already on the cusp of that, but I felt is was important to stress how and why this is so important to Jeep owners.
Greetings,

I agree. I think it long enough and has the serious points in why the customer's need the update. We can always send a 2nd letter if their is no timely reply.

Once again, thank you.

Best for now.
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  #247  
Old 05-03-2015, 08:36 PM
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Re: 2014 Grand Cherokee Map Update

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Originally Posted by silvermax04 View Post
agree with drawing it out and making it long. I just like a blurb in there stating the person wants a call back to discuss. I guess people can add that on if they want the call back
No doubt.

I don't want people to assume I've created "the" letter. It's purely an example of a polite, but pointed complaint to Jeep.

People should feel free to add or subtract as they see fit or write something completely different if they wish.

As someone who deals in equipment issues on a daily basis in a large TV environment, I'm constantly having to request expedited fixes for issues that previously were ignored. These memos can go to anyone from other employees at the same level, management or even outside vendors.

The trick is to strike a balance between offending someone (which will make them less likely to want to help) and making it clear that this has serious adverse affects on the operation. Those are the memos that get written, rewritten, then placed aside before sending to ensure I'm comfortable with the wording.

The last thing I want is to tank progress by ticking someone off.
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  #248  
Old 05-03-2015, 10:37 PM
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Re: 2014 Grand Cherokee Map Update

Greetings,

I would like to thank the parties responsible for making this thread a STICKY.

Also, if anybody wants to add their opinion on a letter, please do so. Hopefully between all the examples we have here, there will plenty to choose parts from.

That being said, member NetworkTV commentary in the last post has outstanding points to follow.

I personally think that we are in the right direction and moving forward. If you have friends here in JeepGarge.org that do not have a WK2 ask them anyway to visit this thread and join in.

Best for now.
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  #249  
Old 05-04-2015, 07:23 PM
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Re: 2014 Grand Cherokee Map Update

I just completed my purchase survey and let them know that I was extremely disappointed in the fact that I purchased a 2014 vehicle with 2012 map data. I know it's a minor thing, but hopefully enough surveys with negative remarks regarding the outdated map data and someone running a report on the survey results will take notice.
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  #250  
Old 05-04-2015, 07:47 PM
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Re: 2014 Grand Cherokee Map Update

I've just purchased a brand new 2015 Overland. Maps are from 2013. Sales manager talked to his Chrysler rep and was told no updates are coming in the near future. He knows it's an issue and said there have been numerous complaints
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  #251  
Old 05-04-2015, 09:24 PM
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Re: 2014 Grand Cherokee Map Update

When Chrysler finally updates Uconnect in '16-'17 with a new nav system, they need to offer us replacement head units. There's no excuse for selling us obsolete hardware in a new vehicle that is touting Uconnect as the next great thing.
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  #252  
Old 05-04-2015, 09:28 PM
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Quote:
Originally Posted by jacko15 View Post
When Chrysler finally updates Uconnect in '16-'17 with a new nav system, they need to offer us replacement head units. There's no excuse for selling us obsolete hardware in a new vehicle that is touting Uconnect as the next great thing.
I would guess that the new screen dimensions will change to fit a new or refreshed interior design that won't fit our vehicles. Of course, that's 100% an assumption and could be wrong.
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