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'; 'firstname.lastname@example.org'
Subject: Chrysler Jeeps Reputation in Australia.
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"
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.
Sales Coordinator - Northern Region
10/333 Queensport Road North
Murrarie, QLD, 4172
Ph. 07 3859 3800
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
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.
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.
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.
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.
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.
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?
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!!
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.
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.