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  #1  
Old 07-18-2016, 09:33 PM
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FCA customer support still useless?

I've had Fords all my life and dealt with Ford support on numerous occasions and thought they were poor, but Jeep/FCA have made inroads and surpassed Ford with poor customer support in my dealings so far.

Bought a GC at the beginning 0f 2015 and at the 1000k service, asked them to investigate driveline thunking, problem acknowledge and it's been in and out of the dealer about 6 or 7 times to fix, but still persists.

So, earlier this year, I thought i'd get onto FCA for some help, logged a call around Feb, never heard from them again. Logged another on March, received an acknowledgement email but never heard from them again. Logged yet another call and got a case number this time and was told i'd receive a call within 48 hours, two weeks later, no call. Called again with the case number, got the same thing, receive a call within 48 hours, that was Tuesday last friggin week!!

The vehicle is damm good and i'm really wanting to still like it but it's niggling issues, poor dealer service, ridiculous servicing costs and 100% useless FCA customer support (which I know they supposed to have improved) that will guarantee I will never buy one again.


Anyone else having issues with their Customer service?

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  #2  
Old 07-19-2016, 01:11 AM
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Re: FCA customer support still useless?

I've never had to contact them thankfully. There was an investigation by ACCC not so long ago and they were under instruction to ensure they meet their customer service obligations. Sounds like they have fallen back to their old form.

You could try telling them you are unhappy with the lack of response so far and you are going to be taking it up with the ACCC. See if that gets them moving.
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Old 07-19-2016, 03:05 AM
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Re: FCA customer support still useless?

Thanks Benno, last week when I chased them up again I asked about the ACCC case and they raised their voice and said they didn't know about it.

The words said one thing but the tone of voice said another.
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Old 07-19-2016, 03:09 AM
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Re: FCA customer support still useless?

I had a warranty rejected, as a result I had several calls and emails with FCA, the person I was dealing with refused to budge or transfer me to his line manager saying the he was as high as I could go, so bad luck.
I ended up writing a letter with all the facts to the CEO, Pat Dougherty. Pat rang me, had the issue fixed and explained how he was working on changing the culture but admitted there was along way to go.
Not sure if the person I was dealing with still works there but pretty sure he got a good kick up the bum.
At the end of the call Pat gave me is mobile number to ring if I ever have any more issues.


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Old 07-19-2016, 04:01 AM
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Re: FCA customer support still useless?

Nice work Tasjeep. Like Benn0, we've had no reason to call over the last 3 years but it's good to know that the CEO can be involved if needs be.
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Old 07-19-2016, 04:49 AM
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Re: FCA customer support still useless?

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Originally Posted by SJandL View Post
Nice work Tasjeep. Like Benn0, we've had no reason to call over the last 3 years but it's good to know that the CEO can be involved if needs be.
Crazy thing that it was over a genuine claim worth less than $100. To say Pat was disappointed in his staff would be an under statement.

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Old 07-19-2016, 08:17 PM
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Re: FCA customer support still useless?

Well its sad to hear that FCA haven't improved their customer service. I was hopeful after the ACCC attention they would fix things, but it seems not.

Do you have access to NCAT or VCAT?
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Old 07-20-2016, 02:48 AM
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Re: FCA customer support still useless?

Thanks for the feedback Trevor, where did you get Pats email address, or even better, could you private message me with it please mate?

For a $100 issue, it probably cost them more than that in messing you around, especially once the chief got involved. He needs to know what going on from a customer point of view.
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Old 07-20-2016, 05:08 AM
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Re: FCA customer support still useless?

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Originally Posted by Kizz302 View Post
Thanks for the feedback Trevor, where did you get Pats email address, or even better, could you private message me with it please mate?

For a $100 issue, it probably cost them more than that in messing you around, especially once the chief got involved. He needs to know what going on from a customer point of view.
Just sent it to him the old fashion way, paper mail.
Pat Dougherty
FCA Australia
PO Box 23267
Dockland 3008
Vic.
All information you can find with a google search.

Trevor
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Old 07-20-2016, 05:46 AM
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Re: FCA customer support still useless?

Well I'm into my 5th year of ownership and 2nd Jeep and I can tell you the customer service from FCA has improved out of sight from where they were a few years ago. I agree that they still have a long way to go but they are way better than the train wreck that existed previously.


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Old 07-20-2016, 07:01 AM
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Re: FCA customer support still useless?

Ahhh yes. I remember those days. The old wars over navigation, failing parking light reflectors, and sand driving failures, were most interesting.
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Old 07-23-2016, 06:31 AM
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Re: FCA customer support still useless?

While there is a long road to travel to improve the culture of the organisation from the top down, I'm please Pat has publicly taken ownership of the issues. I have a feeling there are many in the organisation trying hard, but at this point they are still out numbered by many with the old culture mentality "That's the way it is". There will never be continuous improvement in an organisation with that thinking still there.
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