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  #97  
Old 08-14-2012, 10:37 PM
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Re: Anyone Interested In Petitioning HQ in US?

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Originally Posted by geokep View Post
Hi Scarps

I am wanting to order a overland but am hanging back because of a few of the problems i am hearing and reading about, but from what im reading here u have said that the sat nav problem has been fixed, is this correct as i have not been able to find out that it has been fixed. I noticed you did not say anything about the sand 4wd service light.

I have been wanting to order this car for the last 2 years but as the CRD was not out then i settled for a Captiva on a 2 year lease. it is going to run out in December and was going to order ASAP but the problems i have been reading about is making want to go to some thing else or at least try wait till 2014 which i would hope could be here by may june hopefully maybe. I doubt it when looking at the SRT8.

So If you are any one can confirm the out standing Problems that cant be fixed can they please be listed?

Geokep
Well I have an Overland and in Brisbane, I have not had any issues with the satnav finding any place, even on sort of newer streets out bayside. It does sometimes take a strange road but I have never had the 30km diversions that some owners from Perth or Sydney have had.

It took a while to get the recovery hook but that is now going to fitted Friday, the day before going up the Great Sandy NP and Fraser Island. Which is lucky as any charges that may have been due to getting stuck would have been put straight back onto them.

Get the tow-pack for a rear recovery point is a partially acceptable work around, although by then there should be a real front bar out!
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  #98  
Old 08-15-2012, 01:44 AM
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Quote:
Originally Posted by geokep View Post
Hi Scarps

I am wanting to order a overland but am hanging back because of a few of the problems i am hearing and reading about, but from what im reading here u have said that the sat nav problem has been fixed, is this correct as i have not been able to find out that it has been fixed. I noticed you did not say anything about the sand 4wd service light.

I have been wanting to order this car for the last 2 years but as the CRD was not out then i settled for a Captiva on a 2 year lease. it is going to run out in December and was going to order ASAP but the problems i have been reading about is making want to go to some thing else or at least try wait till 2014 which i would hope could be here by may june hopefully maybe. I doubt it when looking at the SRT8.

So If you are any one can confirm the out standing Problems that cant be fixed can they please be listed?

Geokep
Overland is a great car. I am very happy with mine overall. I have the Satnav issue with it losing signal and tracking a totally different route, tens of kilometers away from where I am. This is an intermittent issue which occurs every few weeks then corrects itself after a period of time. I will get the TSB installed at the 10k service.

The little issues I have had are minor annoyances and my dealer has addressed them as required. My overland is the best car I have owned. If I were you, I wouldn't be put off by what I read here. With any make and model, the owners who have no issues usually vastly outnumber the owners that do. However, the Internet provides a perfect forum for disgruntled owners to complain to other enthusiasts so you may get an exaggerated sense of how serious or widespread an issue is. Having said that, Jeep Australia seem to have been fairly tardy in addressing some issues and/or communicating with owners, which has quite rightly pissed a few people off.

I can assure you, stepping up from the Captiva to the Overland is like night and day in terms of luxury, quality, driving enjoyment and performance.


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  #99  
Old 08-15-2012, 02:23 AM
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Re: Anyone Interested In Petitioning HQ in US?

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Originally Posted by selous View Post
Overland is a great car. I am very happy with mine overall. I have the Satnav issue with it losing signal and tracking a totally different route, tens of kilometers away from where I am. This is an intermittent issue which occurs every few weeks then corrects itself after a period of time. I will get the TSB installed at the 10k
I got the relocated ariel two weeks ago, will have to see on the trip to Fraser if it works without fail. Shall advise.
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  #100  
Old 08-15-2012, 06:15 AM
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Re: Anyone Interested In Petitioning HQ in US?

Hi folks

Just a quick update on recent developments.

I've have been fortunate to have spoken to the State Service Manager and I am very hopeful that a "local" solution to this problem of poor "after sales" service will be found.

How and when is unknown but I am absolutely confident the message has been received and I guess it is now up to CJD Australia to see how they react and how our problems, particularly those of us with the more serious problems, will be dealt with.

************************************************** *****
Good to chat on Monday.

As promised please find below links to various parts of the jeepgarage.org forum.

This link will get to the general forum (worldwide). It’s a great US based international forum for Jeep enthusiasts. It was great for me as I knew nothing of Jeep prior to committing to an Overland CRD last year. There are many like me who have found this a great way to get to know the Jeep brand and the car.
http://www.jeepgarage.org/

This link will drill you down to the WK2 Export forum (seems to be predominantly an Aussie platform)
http://www.jeepgarage.org/f190/

This link will get you to the thread where everyone has just had enough which is within the Export area of the forum.
Anyone Interested In Petitioning HQ in US?

Note, this thread (above) is the culmination of many previous threads of many frustrated New CG owners who have either lost all confidence in CJD Australia and or their dealerships. This particular thread was started by me as I just got sick of reading every negative thread or post complaining of poor “post sales” service. My gripes were fairly miniscule in comparison to others (no oil filter on 10K service in May, rattling front passenger seat and a rattling / chatting hood latch). I also wanted to protect my investment in the brand as I could see others either being stonewalled, shafted or both. It was also started prior to speaking with Declan last week and with you.

As mentioned, after speaking with you I am very hopeful of a “local” resolution without the need for a petition to the US where either you and your interstate counterparts and or CJD Aust intervene with some positive results. Many who have posted have gotten nowhere with their dealership who have either showed little interest in resolving problems (due to staff turnover) or simply did not have the expertise in the car. The Jeep helpline has also proven to be equally as useless in resolving issues, some very serious. How we are to best communicate our “current” concerns with CJD Aust is best answered by CJD Aust, at the same time a strategy will need to be developed for future concerns.

Also as mentioned I think it would be a good idea if CJD Aust tuned into this forum as a “regular” even if you set up a user profile and interact just to get an idea of the mood of the WK2 community which no doubt will assist you gauging after sales service and new sales. Even as I read today there are new prospects reading the negative posts made by new owners (some posts are justified and perhaps others maybe unjustified) on the forum and are looking to pass up on buying a Grand Cherokee based simply on what they read what new owners have written and reconsidering a Japanese alternative.

I hope this helps you with some insight into the plight of the Grand Cherokee owner in what appears to be a place of “no mans land” within a “post sales” and “post” delivery” environment.

BTW, Declan replaced the oil filter last week and also kindly replaced the engine oil at his prompting, very much appreciated! I still have the rattling passenger seat and chatting hood latch to deal with but that’s another story.

I’ll post a copy of the email (names withheld) to the thread just to keep those tuned in to the forum updated.

If I can be of any further assistance please feel free to contact me.

Kind regards
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  #101  
Old 08-15-2012, 06:31 AM
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Re: Anyone Interested In Petitioning HQ in US?

Just a quick PS.....

We all know CJD have recently relocated their Melb plant to a much larger facility. The fact is many of our parts were previously shipped either from US or Singapore. Singapore has now been shut down and Melbourne is now parts central for the Australasian region.

Coupled with this (and clearly very bad timing) CJD Aust appear to have implemented a new software program, therefore the relocation and software change have massively contributed to delays we have all encountered with parts supply and after sales services.

Myself being in the international logistics industry, I can certainly sympathise with the relocation aspect. Though the software timing was self inflicted.

This also clearly does not excuse the poor service received from the actual dealerships through poor staff product knowledge and massive staff turnover and a Jeep national help line that does not help.
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  #102  
Old 08-15-2012, 06:38 AM
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Well written. Were the initials of the rep you spoke to BG? I'm in NSW and have been dealing with him, however haven't really got anywhere. Mainly because im after a refund or a new jgc, mines an out right heap of crap lemon, but I have a few mates that haven't had any issues bar the 4wd service light ( a massive issue in its own right).

I also sent an email straight to Clive Campbell yesterday. He doesn't respond, but I know it gets through, as I send a sniper with. The email to confirm delivery. Anyway I gave him the link to the export forum also.

We all love the cars when they work, I just wish Chrysler would make sure they do work, and that parts are readily available, even my service department guys are winging about parts to me, the customer....like I can do anything about it.

By the way Clyde, if you do read this, it is rude not to acknowledge a genuine customer complaint that is directed to you personally. People on this forum can help you sell more cars if they are looked after, and they can certainly stop sales if they are not!
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  #103  
Old 08-15-2012, 06:48 AM
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Re: Anyone Interested In Petitioning HQ in US?

Nicely done, AussieWK2
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  #104  
Old 08-15-2012, 07:01 AM
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Re: Anyone Interested In Petitioning HQ in US?

Yes well said Aussie, I for one have $75k burning a hole in my pocket. Please CJD answer our concerns, for current owners and ones wanting to throw some money ur way.
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  #105  
Old 08-15-2012, 06:46 PM
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Re: Anyone Interested In Petitioning HQ in US?

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I for one have $75k burning a hole in my pocket
One of the guys at work had a contract on his desk to sign for a GC, the dealer was stuffing him around. In the end he got cold feet after all of the drama I have had - he got a Mazda instead. So that is at least one sale gone.

Quote:
I also sent an email straight to Clive Campbell yesterday


I wrote formally to Campbell in January by snail mail - call me old fashioned but I didn't get any reply. Chrysler only responded in a positive way after they got a call from Dept Fair Trading...

I think it might explain a lot knowing that Campbell is a lawyer - not a car guy. You could well imagine his attitude is "oh, a cutomer has a problem with a car - how can I stop litigation" rather than "oh, a cutomer has a problem with a car - how can I solve this issue quickly and give them a great experience?"

Clueless.
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  #106  
Old 08-15-2012, 06:57 PM
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Re: Anyone Interested In Petitioning HQ in US?

Aussie WK2 - I'm pleased to see that you have had a positive discussion with the Qld RM. I'm just not sure where this will go.

Back in January I was in contact with the NSW RM. While he heard me out and was nice enough on the phone, at the end of the day he didn't do anything and basically just referred me back to Melbourne. He stopped returning my calls and I gave up with him.

I doubt there will be some overnight bolt of lightning when Chrysler Aus finally get the message - but we all need to keep pluggung away.
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  #107  
Old 08-15-2012, 08:40 PM
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Re: Anyone Interested In Petitioning HQ in US?

Well another item to add to petition is Clyde not returning customer emails . Surely he must be returning emails received from US head office? Well how can I put it, Jeep Australia is a dog with rabies, there is no treatment, its terminal. I don’t think dog grooming by regional managers going to fix any issues.
Last time I rang jeep Australia this is how it went

Jeepaus: ah what your VIN?

Me:I look up my build sheet and tell the VIN

Jeepaus: ah your dealer is XXX jeep, their phone number is XXX, you can call them to sort out the issue.

Me: I was like wtf, why do I need to ring you to find my dealers phone number. you were the dealer imported the car from jeep US, that’s what my build sheets says “jeep Australia dealer”.

Jeepaus: There was no answer , the CJD repeated the same.” ah your dealer is XXX jeep, there number is XXX, you can call them to sort out the issue.”

Me: I hang up stopped wasting my time.

My local dealer has been fantastic; I get a free fuel top up when I rock up to the dealership . There is absolute no reason to hassle my dealer considering they are not able to provide solution when they are taken in circles by jeep Australia. My dealer had to wait 3 months to get an order number form jeep Australia. In my opinion is petition must go ahead listing issues with “jeep Australia” as the dealer regardless of what individual owners are told by jeep Australia.
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  #108  
Old 08-16-2012, 02:27 AM
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Re: Anyone Interested In Petitioning HQ in US?

I have kind of sat back on this thread, mainly to see if it was going somewhere.
I have to agree with the last few posters, that I very much doubt if Jeep Aust will change its attitude, or its service policy. The discussions with Regional Managers appears to be another smokescreen.
To summarise,
· I do not feel the dealers are at fault. They appear to be as frustrated with Jeep Aust as we are.
· I do however think that the service mechanics are not receiving adequate training, and are being expected to learn as they go, which unfortunately means our cars are their test toys. Try and find a dedicated Jeep dealer. They all tend to be multi manufacturer dealers, who know very little of the product they sell. Many a time have I gone to a dealership to find information, and I have ended up educating them.
· Pricing is well and truly a rip-off, which I put down to Jeep Australia.
· Main issues are not being resolved. Main ones tend to be the Sand issue, where 4WD is disengaged, therefore leaving the car in a potential bogged situation.
· Navigation software being faulty, which appears to happen mostly outside of capital cities.
· The policy where dealers purchase map software on an annual basis only, rather than receive the latest qtrly updates. This means your new map could be a year old and 3 versions out of date.
· Parts not being available. Whether this was due to the changing of a warehouse, faulty in-house software, or just penny-pinching by not holding adequate stock onshore is a mystery. I tend to think it is the latter. When a part is not available, it would appear it is then ordered from the US and then shipped by sea rather than by plane.
· Jeep Aust not willing to accept any responsibility and always pass the buck to the dealerships. Dealers then point back to Jeep Aust. A never ending circle of incompetence
Examples:
Lack of communication when endeavouring to obtain an Order number.
Claiming the Navigation issues have absolutely nothing to do with them
failing to acknowledge that there is a problem with the 4WD disengagement.
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