I thought I would let you know about an issue that I have been trying to resolve for 8 months now.
When I bought my car last September we did not know about the All terrain/ All Seasons tyre problem. It was not until the new year when I contacted my dealer and asked them what they can do about it. I was contacted privately by a couple of people who have had them replaced free from Jeep, so I thought I would arrange to have mine done as well.
The dealer has been asked now 4 times about it, but nothing. I email the email@example.com
email....NOTHING. I submit an online request to Jeep using their support.jeep.com.au website......nothing for a week, then I get an email:
Subject: Enquiry response from Jeep Australia
Thanks for your enquiry
Jeep have received your email and they will be in contact with the regional manager to look into your case.
*This email has come from a no reply address at Jeep. If you have further queries please submit via http://support.jeep.com.au/
No tracking number, no reply to address and the only to contact them is via the same stupid form.
After waiting another 2 weeks....NOTHING. Seems the "Regional Manager" has better things to do.
Call up Jeep on their 1300 133 079 (thanks Ally
) and wait for 15 minutes on hold. Speak to a very nice lady who did not know anything about the online form or my case in question. She only knew of the ACC issue.
I put in a formal case and received a case number, so hopefully the tires will be sorted out now I have an official case number. Problem received and I felt they took ownership of the issue, but I will need to wait and see.
I also asked he to speak to the management about their stupid online form as it should have given me some form of tracking or be able to update the case online.
If Jeep are serious about customer service, they need to make it easier to contact them. I challenge anyone to find the 1300 133 079 on the Jeep website. You would think this would be the first place to find it. I also challenge anyone to find the support.jeep.com.au on their website, it seems to be only linked from their Facebook page.
I feel that the poor customer service is systemic from the top down in Chrysler AU. It shows in the fact they do not have any easy to access contact details, they remove any bad posts form Facebook and they seem to always have excuses for their poor service. This would be my vote for the most pressing issue to be raised to Jeep USA.