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  #3217  
Old 06-09-2013, 06:58 AM
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Thumbs down Re: 2014 Grand Cherokee information - Australia

Quote:
Originally Posted by hymer View Post
Just got a reply from Paul Gover,Chief reporter Carsguide, from Karla Leach,Director Corporate Affairs, Fiat Chrysler Group. Saying the bleeding obvious I think;

"Please tell R... that wait for MY14 Jeep Grand Cherokee is almost over ! We are happy to confirm that the first arrivals are this month, ready for the launch in early July.
In the coming weeks we will be releasing detailed pricing, specs for the refreshed model range, and be able to confirm arrival dates with customers. Please let us know if R... needs any further information.
Kind regards
Karla"
Karla Leach,Director Corporate Affairs, Fiat Chrysler Group.
Gee it only took 3 minutes at the most to erase the comments
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  #3218  
Old 06-09-2013, 06:59 AM
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Originally Posted by lryoung View Post
Gee it only took 3 minutes at the most to erase the comments
From where, facebook?
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  #3219  
Old 06-09-2013, 07:01 AM
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Maybe they can "give" you a new MY14 and keep the lemon..?
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  #3220  
Old 06-09-2013, 07:01 AM
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Originally Posted by Robo_70 View Post

From where, facebook?
I was trying to be a mind reader too...
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  #3221  
Old 06-09-2013, 07:02 AM
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Re: 2014 Grand Cherokee information - Australia

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Originally Posted by webber View Post
Snuke, a calculated guess. Are you 40'ish or under. My observations of your posts indicate to me that you have a greater skill of computers than most. Then there are the innocent, the naive, the trusting, that think, or would like to believe people are like themselves or would like to be treated the way they would treat people. You have read many posts here where potential buyers have asked direct questions to dealers and given blatant lies in return, and knowingly so. However, the posts we are reading are from jeepgarage savvy followers. These forum junkies return home and post these experiences for all of us to read. I can tell you now the majority have no idea about jeepgarage. There is a member on this forum who has even had private conversations with the writers of "Cars Guide" and even they had no idea about the MY14 believing it was coming sometime later this year. Sorry Snuke, I just can't accept you making excuses for un-ethical practices. There is a reason why car dealers find themselves at the bottom of the ethical standards ratings, and it has nothing to do with the fact that potential customers failed to spend enough hours trawling the net for information on future jeeps. Sorry mate.
Agreed
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  #3222  
Old 06-09-2013, 07:03 AM
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Re: 2014 Grand Cherokee information - Australia

Quote:
Originally Posted by allypally View Post
From what I understood. reverse cams on the Limited and Laredo were installed at the dealership.
Apparently, if anything we are told is to be believed. Cameras are a part of the Australian spec. The 2012 Laredo I drove had the camera but not wired up as pre delivery had not been fully completed. We have been TOLD it is part of the Australia Equipment Group code ABAA on the sheet. Really who the hell knows until one is delivered? It all seems to be pot luck and guesswork.
Yesterday the GM and Sales Manager of our local dealer told be there was an embargo on delivering or displaying 2014 GC until the 16 July in Qld. Today they are on display on the Gold Coast and in Brisbane. No one seems to actually know anything and different dealers are getting different information. Jeep.com.au has nothing. WTF cars in showrooms BEFORE they are on the net! Jeep Facebook same thing, nothing at all from Jeep since May 30. What a cockup!!!
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  #3223  
Old 06-09-2013, 07:06 AM
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Quote:
Originally Posted by AlanQld View Post
Apparently, if anything we are told is to be believed. Cameras are a part of the Australian spec. The 2012 Laredo I drove had the camera but not wired up as pre delivery had not been fully completed. We have been TOLD it is part of the Australia Equipment Group code ABAA on the sheet. Really who the hell knows until one is delivered? It all seems to be pot luck and guesswork.
Yesterday the GM and Sales Manager of our local dealer told be there was an embargo on delivering or displaying 2014 GC until the 16 July in Qld. Today they are on display on the Gold Coast and in Brisbane. No one seems to actually know anything and different dealers are getting different information. Jeep.com.au has nothing. WTF cars in showrooms BEFORE they are on the net! Jeep Facebook same thing, nothing at all from Jeep since May 30. What a cockup!!!
So situation normal then.. As per the past 6months of kaos
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Old 06-09-2013, 07:06 AM
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Re: 2014 Grand Cherokee information - Australia

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Originally Posted by AlanQld View Post
Oh well kind and helpful people of the Jeep Garage no Jeep for us. Wife contacted our local Jeep dealer Irelands of Cairns. They still, with vehicles being delivered to other dealers had no idea where ours was or when it may arrive (I did thanks to Milos). She told them how unhappy she was with the uncommunicative nature of both the dealer and Jeep and how she felt we had received shit service and was considering pulling out the deal. Also the entire cock up with our order turned out to be down to the dealer screwing it up, then Jeep not being able to provide a car until the 14 went into production. She asked what they were prepared to do to keep the customer happy. The answer was to blame Jeep and basically say too bad so sad, you just have to put up with it.
She spat the dummy and told them exactly where they could put their Jeep.

Nissan Navara St-X 500 with the works, for $16k under recommended driveaway price and given a demo car for two nights just to get the feel and make sure we will be happy with our purchase. That is customer service.

Wife lost it because she felt she was being mistreated. Sick of this For me, we are buying the vehicle for trips up the Gulf and across the Savannah Way, middle of nowhere. If they can't get their shit together and treat us as valued customers when we are buying our new vehicle I don't have any faith in the after sales service, parts and backup.

Thanks for the help and support. Wish you all the best of luck. If you are coming up north feel free to drop me an email, we can point you towards some top spots. Just don't plan on getting any help from the local dealer in Cairns.
You're giving up on the jeep?? And going with the Nissan? Damn!
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  #3225  
Old 06-09-2013, 07:26 AM
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Re: 2014 Grand Cherokee information - Australia

Webber and Fully Loaded are spot on I think. Snuke has a point about people taking some responsibility for their purchase but, in this case it is tough. Even now with some customers actually able to view a vehicle in a showroom, the company have not officially made any information available to the market. Jeep Aust both directly and through their dealers have been, for reasons I cannot fathom, keeping everything top secret. Compared with the "coming soon" hype about the new Commodore and HSV model on their sites months ahead of release it is astounding. My wife is a Sales and Marketing professional and her best guess is that Jeep were trying to peek interest, anticipation and excitement with all this secrecy. In the internet age, it failed and backfired. Unanswered questions led to suspicion, suspicious customers pressure dealers for info they don't have so they make shit up. Then some fool at Jeep Aust too proud to admit their tactic was flawed resorted to attacking this forum (yes Ms Tanner you) and trying to blame external forces for their current problems. Unfortunately very typical modern corporate behaviour.
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  #3226  
Old 06-09-2013, 07:34 AM
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Re: 2014 Grand Cherokee information - Australia

Quote:
Originally Posted by AlanQld View Post
If anyone feels like having a vent, I came across some contact information for two of the head PR, Customer Service people at Jeep US.
Hespen@chrysler.com and todd.goyer@chrysler.com
May be a complete waste of keystrokes but I figured what the hell. Just shot them an email relating my customer journey, directing them to Jeep Aust Facebook page with all the unanswered complaints and questions there. Oh and Ms Anne Tanner got a mention too. Maybe they will ignore it, but maybe not. May be worth a shot people, better customer relations a Jeep Aust would make all our lives better. Then this forum could get back to people praising the product and exchanging tales of Jeep adventure, rather than bemoaning who that experience is being ruined.

Oh how I wish I was in Victoria in the freezing cold peering into Jeep GC, instead of sitting by the pool in Cairns bashing out emails to Jeep.
Like they are going to be overly concerned about a sales coordinator in Australia. All jeep US will focused on is the almighty dollar. Best you put your personal vendetta away mate. Don't turn this forum into a bitch-fest like many others. Let us know if you get anything helpful in response from the US.
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  #3227  
Old 06-09-2013, 07:41 AM
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Re: 2014 Grand Cherokee information - Australia

Boys and Girls. While we all like a good whinge I thought I would have a shot taking some action. Below is a copy of the email I sent today too two heads of Marketing at Jeep in the US. Maybe pointless, but what the hell. Email addresses are included if anyone else would like to offer comment to the head office in the US.


To: 'Patrick.Hespen@chrysler.com'; 'todd.goyer@chrysler.com'
Subject: Chrysler Jeeps Reputation in Australia.

Gentlemen,

I obtained your email addresses from a Jeep US press release pack and thought that you may be interested in some feedback on the public image of Jeep in Australia. Put succinctly all the excellent work done by Jeep in transforming their vehicles into world class products to rival anything from Europe and rebuilding the brands reputation as a reliable modern operation for the 21st Century is being undone by terrible customer service and customer relations.

The launch of the 2014 Grand Cherokee in Australia has been handled woefully. Today as I write to you Grand Cherokees are on the showroom floor in some Australian states, but not others. Admittedly this is not uncommon, what is unusual is that the Jeep.com.au site still has no mention of the new model other than hidden away on a blog page from several moths back. That ends with “Are you ready to take a look at the new 2014 Jeep Grand Cherokee? Contact your dealer today”. I suspect that is a clumsy copy and paste from a US site because my dealer knows nothing about the subject and has been unable to assist in any way.
Similarly there is no press release, no media nothing. Interested prospective buyers, and those that have vehicles on order for up to nine months can obtain no information whatsoever on the vehicle.

Personally I ordered a Grand Cherokee back in October 2012. Because of an error at the dealership, a mix up about build plates and compliance plates a 2013 built vehicle was specified. That of course meant that it would be the 2014 Grand Cherokee. Now in June 2013 I still cannot obtain from either Jeep Au or the dealer any details about the vehicle I have ordered. Think about that for a moment, I have a product ordered in my name, I am expected to pay for and I am told nothing about it. Simple questions like,
• Can I still get the colour I ordered on the 13 model?
• Are the options I ordered available on the 14 model?
• Will there be any change to the price?
• What are the options for the new vehicle?
• Do I have to, or would I like to make any changes to the order?
• Are some of the options I ordered now standard? If so does that mean I will be charged less?
• Will fluctuations in the relative dollar rates affect the pricing?

Nothing from the dealer, who simply stated that they were being told nothing by Jeep. Telephone calls to Jeep Aust are pointless as the operator simply says that no one there will speak to customers and all customer inquiries have to be directed to dealers. The same dealers who say they have no information. There are no email or online contact options for Jeep Aust. Messages to their official Facebook page are not answered. Nor does anyone from Jeep (Officially) comment upon posts made on the site.

Obtaining delivery information through official channels was impossible. Until as recently as two weeks ago I could not even obtain confirmation that the order had been placed with the factory and the build ordered. Think on that also for a moment, ordered October 2012, build confirmed to customer and dealer May 28th 2013.

I did however obtain an email from the Sales Coordinator - Northern Region sent to dealers, it read;

Subject: 'Jeep Garage"

Hi All,

In the past days the interference of the “Jeep Garage” Forum has caused some clients to doubt the dealers they ordered their WK MY14 from.

Telling your customers the below might help you overcoming the wrong information “Jeep Garage” dishes out:

• They do not have access to any of the Vessel systems therefore cannot generate any correct information on which car might be on which Vessel
• Forums are great chat sites where everyone has an opinion, but in this case, none of the information posted comes from the manufacturer
• Forums do not build, import, compliance, transport, prepare or register vehicles.
• Regardless of where the clients vehicle are : NO vehicle will be made available to anyone before the release date and this is yet to be announced.

Kind regards,
Anne Tanner
Sales Coordinator - Northern Region
10/333 Queensport Road North
Murrarie, QLD, 4172
Ph. 07 3859 3800
Email: anne.tanner@chrysler.com

Quite aside from the very arrogant, superior and offensive tone of the email Ms Tanner is wrong. It was through the resources of The Jeep Garage that I was able to, once I finally got an E number from the dealer, obtain quality and accurate information about my order.
1. Firstly :
Date ordered: October 2012
Current Status: KZ
D1 status date: 05/07/2013
Estimated delivery: 07/01/2013 (to Townsville Port)
Built - Pending Inspection: (I) 05/16/2013 07:06 PM EDT Detroit Jefferson Assembly, MI
Plant Release (KZ) 05/16/2013 08:41 PM EDT Detroit Jefferson Assembly, MI
In Bay At Facility 05/17/2013 03:38 AM EDT Detroit Jefferson Assembly, MI
Picked Up For Shuttle 05/17/2013 03:38 AM EDT Detroit Jefferson Assembly, MI
Staged For Shipment 05/17/2013 03:40 AM EDT Detroit Jefferson Assembly, MI
Received by Facility 05/18/2013 11:08 AM EDT New Boston, MI
Departed Facility 05/18/2013 03:39 PM EDT Detroit Jefferson Assembly, MI
Loaded On Railcar 05/18/2013 03:57 PM EDT New Boston, MI
Shuttled to Facility 05/18/2013 05:38 PM EDT New Boston, MI
VIN Information Effective 05/22/2013 12:00 AM EDT Curtis Bay, MD
VIN Arrival (XA) 05/22/2013 12:00 AM EDT Curtis Bay, MD
Unloaded From Railcar 05/22/2013 08:45 AM EDT Curtis Bay, MD
Ramp Compare Inventory 05/22/2013 07:40 PM EDT Curtis Bay, MD
Ramp Compare Inventory 05/31/2013 07:40 PM EDT Curtis Bay, MD
Departed Curtis Bay, MD 06/02/2013 03:00 PM EDT

2. Then the attached build sheet.
If you check it against Jeeps records you will find it to be correct.

3. Then once I had the VIN number tracking the shipping was as easy as three mouse clicks on the Wallenius Wilhelmsen Logistics website.

This leaves us with two possibilities. Either Ms Tanner is very poorly informed or she is telling dealers to lie to their customers. The statement, “They do not have access to any of the Vessel systems therefore cannot generate any correct information on which car might be on which Vessel” is demonstrably wrong.

Jeep Garage is not causing clients to doubt dealers, clients are doubting dealers and searching for answers to their queries and concerns on the internet because of the arrogant and uncommunicative nature of Jeep Australia.

The greater question is, if I as a lay person will a little help from an online forum can obtain this information why can’t my Jeep dealer get it? Also, why should customers have to go to such lengths to find out basic information about the product they have ordered? I have actually had better service buying a $20 iPhone case recently off Ebay that I have had while attempting buying a $60,000+ vehicle from Jeep Australia.

This terrible customer service experience has lead to a possibly greater overriding concern. I was buying a Jeep for use in rugged and remote locations, and a new vehicle is a big investment. If I am treated this poorly as a new customer spending a large sum of money, what will it be like trying to obtain parts or having warranty issues addressed. Will I be told that parts are coming from America and will be here one day, we can’t tell you when or if it will be the part you ordered? Because that is what is happening with the vehicle, why should I expect service to improve after the sale?

Mine is not an isolated case. You need only go to http://www.facebook.com/jeepaustralia?fref=ts to find these;
Lionel Richard Young
Jeep spend a lot of dollars on promotion but to tight to airfreight a couple of spare parts to Australia
Andreas Froemel
Thought I would also post on Jeep's page as Dodge Journey (2010 model) is part of the Chrysler Australia Group. My unused tow hook snapped while vehicle had to be towed back to dealer due to electronic ignition problem with the vehicle then crashing into my garage. Chrysler Australia does not have the moral or professional decency to answer my email/letter. Very poor workmanship and poor after sales service.
Mehmet Alpay
I just wanted to tell everyone not to park their JK wrangler 4 door nose down on an angle. They leak considerable water (Well swimming pool levels) and Chrysler Fiat have no fix or do not intend to manufacture a part to fix the issue. This is the official line I was given by both dealer and Manufacturer. Find it very dissapointing as I am a jeep fan with a TJ and an order in for a 2014 SRT8 Cherokee. They left me with no alternative but to commence legal proceeding. Shame I have to sue a brand I love just to get them to listen and not be arrogant. I will keep you guys posted if interested.
Terry Yvonne Dhu
Is anyone out here having the same customer service issues as I am. They never return calls and I have an unresolved issue that has gone on for months.
Akash Kaul
The boot of my 2 Year old Jeep Patriot was filled with half inch of water...Saw it upon hearing of Water Splashing Sounds in the Jeep....All seals seem in perfect order...Any Help shall be appreciated.
Franck Bauchet
Congratulations !!!!
Jeep has just won the award for the slowest customer service EVER.
my car has been waiting for parts now for 2 months. (the parts were ordered on 29/05/13).
when i called customer service i was told i just had to wait because they cannot even give me the ETA.
i suppose it would be too easy to put them in overnight shipping or maybe the production line is at a stand still because of the lack of stock.
Emma-Louise Smith
Jeep Australia, I am not even sure if anyone will read this but i have to express my disappointment in Jeep and Jeep Australia. We purchased our brand new Jeep Cherokee Limited from the Lilydale dealership less than a week ago. They noticed straight away our touch screen satnav/radio wasn't working (kept freezing) Keeping in mind...this is a BRAND NEW car. i understand technology can be dodgy and unreliable, but when I am spending $34,000 i expect it to be in perfect condition. A few days later (while driving in silence) we took it to the Nunawading dealership. They advise us that yes, it is indeed intact "faulty" but need to order a new one, FROM DETRIOT, USA! Advised waiting time: 6-8 weeks. Yes. 6-8 weeks, after spending $34,000 we have to "wait" due to someone not doing their job. I have expressed my issue with my dealership who are more than apologetic, who have offered free fuel on my services. I am not really seeking compensation, however- being a 21 year old and excited to pick up my brand new car- this was NOT what i was expecting. I doubt that i will ever deal with Jeep in the future.

Manuj Mishra
Hooray for Jeep.. ( hopefully you can detect a lot of sarcasm in this). I bought a Patriot in 2009 within 70 kilometres the clutch burn out. 3 years later barely out of warrant the ball joint is nearly gone. now in 4 years time the starter motor died taking the gearbox with or rather damaged. and hear this the car has done 48000 KM's. built tough eh?
Andrew Terziovski
i cant belive my sister and brother inlaw cant get an estimated arival time on there new patriot, it has been 4 months going on 5 this is rediculous and i was even thinking of buy a jeep but who knows how long it will take to come in if i do get one.
Rob Bradbery Good luck with that. Ordered my Jeep Grand Cherokee in November, still waiting and Jeep wont even acknowledge there is in fact a Grand Cherokee MY 114 coming!! Cant get a E/VON number either because Jeep believe it will cause too much confusion!!!!!!!!! We all know where the confusion is!!
Jackson O'Keeffe
I am having the same problem I ordered my Patriot Limited with sunroof on March 7. I was told it would be her at the start of June. Got a call form the dealer a week ago and was told the car will not arrive till late july/ early August.
Bert Greenfield
Can't believe I have been waiting 3 months for a replacement radio for my Grand Cherokee.......and I'm still waiting.

And then it just goes on and on, with no responses from Jeep.

This is the 21st century and people all over the world are connected like never before. A terrible reputation in one country will likely affect you brand worldwide. Customer service appears to be a forign concept to Jeep Australia.

Perhaps a little prodding from the head office in the US may improve things.



Lets see if Jeep US answer. Spam them folks, inundate their inboxs with the complaints you have aired here. Let them know.
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Old 06-09-2013, 08:39 AM
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Re: 2014 Grand Cherokee information - Australia

AlanQLD, you are one frustrated man. I can understand your situation since I first ordered an MY12 back in March 2012 and am now about to receive my MY14 next Friday or Saturday. That's a hell of a long wait. I just hope you do not regret buying a Nissan.
I would urge you to take a few deep breaths because I am sure your situation should become clearer soon. You sound like the type of guy that really needs that Jeep for the type of travelling you want to do. Don't punish yourself in trying to punish Chrysler Australia.
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