Originally Posted by Createit
I am wondering how much Jeep are hurting a reputation that needs work in Australia by treating all new potential sales like this. If I had good service and a price locked in I would be paid up and waiting for my new car to arrive.
Jeep will not tell the dealers anything. I attempted to approach Jeep myself and they went ape and wanted the salesperson who gave me the contact details sacked. This is what I sent to Jeep.
"Dear Ms Tanner,
Jeep appear to be sending mixed messages to their clients. On the Jeep.com.au website it says “Are you ready to take a look at the new 2014 Jeep Grand Cherokee? Contact your dealer today”.
However my dealer knows nothing about the subject and is unable to assist in any way.
Secondly obviously those of us who have ordered our vehicles understand that we will not have them delivered to us prior to the official launch of the vehicle. On launch day would be nice after waiting 7 months plus. What most of the people who are posting on “Jeep Garage” are angry about, and why the forum prospers is that we cannot even confirm if our order has been placed. Stories like this one posted today don’t inspire confidence.
“I ordered the above as a 13 and got caught up in the 14 changeover without my knowledge at time of order. Very exciting except that delivery blew out from 4 months to 10 months ++++? , and it was held up in the factory for at least 6 weeks in inspection.....and where the car doesn't even get ordered by Chrysler Australia till 2.7 months after you pay your deposit.” While the writer went on to say that he “made do” with a 2013 Laredo that the dealer had in stock and he is happy with the vehicle he is none the less dissatisfied with the overall service.
My wife and I placed an order for a vehicle in October last year, to ensure that it was delivered by February/March 2013. Here we are in May, and we cannot even confirm that the build order has been placed and are offered no projection at all as to when or if the vehicle will ever be delivered. We have had to extend the lease on our current vehicle, which is effectively renting it off the lease company so is wasted money and we are told nothing about how long this will have to continue.
What do we do? Cancel our order with Jeep and buy something else? Buy a bomb to get us by until our Jeep turns up someday? Do as the above writer did a take whatever is on the lot, and therefore not get a vehicle with the features or colour we wanted?
The consensus amongst owners and would be owners is that you have a great product at a very competitive price. However we, the customers are being treated very poorly we feel. Not aided by your email below which is translated or interpreted as “We are the big company, you are small individuals. We don’t give a crap about you, sit wait, do as you are told and don’t complain. You will get the product you paid for when we are good and ready.”
Fair enough my purchase is only $60,000 odd dollars, but collectively all those awaiting their vehicles just by forum numbers quickly adds up to several million dollars. I may or may not continue with the purchase, but if the service I and apparently the dealer are getting does not improve I will not consider another Chrysler/Jeep product in the future. Nor would I recommend it to anyone.
Why can’t you just confirm that the orders have been placed so we at least know we are in the cue. We were told previously that the launch would be mid 2013. Well it’s the 5th month so I think a rough estimate would be reasonable. How long to go now? Weeks, months or will it be 2014? Are those who ordered their vehicles likely to get them near the time of launch, or will the orders only be placed post launch, so we have to wait three to six months from that date? Someone at your company knows the answers to these questions. They must, you don’t just wake up one morning and say “Oh look news cars better do a launch today”. Someone there knows when vehicles are being shipped, and when orders were or will placed. I have had extensive experience with Holden and Ford and their projections were accurate to within days even with new models. Seeing as you have to ship from overseas I would accept slightly less accurate information, but no information at all is unreasonable. All I, and most other buyers want is a projection as to when we are likely to see our vehicles. Other car makers do it. Why can’t you?
p.s this is no reflection on the service I have received from my Local Dealer."
So welcome to the party, I think if you would like good customer service you may need to look to another car company.
I of course got no reply from Ms Tanner or anyone at Jeep. Just a call from my dealer telling me he had been chewed out by the state manager of jeep for "leaking" the email address to me and asking me not to contact them again for his sake.
You can draw your own conclusions about what this says about Jeep and their attitude to customers.