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  #1  
Old 01-20-2015, 10:47 PM
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JEEP customer satisfaction..

Looks like they are finally starting to listen.
Jeep working to improve customer satisfaction

Jeep says it’s working to address its growing customer dissatisfaction in Australia as the number of product recalls reached record levels last year.

Jeep issued 14 voluntary safety recalls last year, 11 of which were for the popular Grand Cherokee (six affected the 2014 model). Fiat Chrysler Australia issued 16 recalls in total in 2014.

Global Jeep CEO and president Mike Manly said work has already started on improving customers’ aftersales satisfaction.



“We have taken a number of steps to address the things that are addressable,” Manly told Australian media in Detroit today. “In terms of not just quality of our vehicles, but also in the way we handle our customers, you’ve seen some of those changes in Australia”.


Jeep’s growth potential in Australia hinges not just on attracting new customers but also maintaining existing ones, a task that industry data on consideration to repurchase for existing customers suggests may be a challenge.

Nonetheless, the sharply priced and feature-rich Jeep Grand Cherokee was a big hit last year, taking the title of the best-selling large SUV in Australia with 16,582 sales.

Manly is keen to point out that the problems are not necessarily just with the vehicles, but also in how the fixes were being addressed.

“I think our job is to try to produce the best quality vehicles we can but when there’s an issue to make sure we try to deal with that situation in the best way we possibly can.”

“I am not into categorising faults,” Manly said when asked if it was the Jeep dealers that had let some customers down. “We have a lot of communication with our customers as well, through our call centres, through regular communication with them. I am not into allocating who’s fault or who’s blame it is.”

This year will see Jeep launch the highly anticipated Renegade SUV, with a minor update coming for the Grand Cherokee in 2016 before an all-new model arrives in 2017.


Read more at Jeep working to improve customer satisfaction

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  #2  
Old 01-20-2015, 11:23 PM
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Re: JEEP customer satisfaction..

I'll believe it when I experience it... otherwise it's just corporate arse-rimming.

I honestly do hope it changes though, as our friends in the US appear to enjoy far better customer service than we do. That said, the same applies virtually across the board in hospitality, general sales, etc, blah, yada.

Australian customer service is "good" when you don't get told to piss off
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Old 01-20-2015, 11:59 PM
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Re: JEEP customer satisfaction..

Pretty sure Veronica johns was quoted as saying similar when she took over from Clyde watsisname. I'll believe it when I see it...

When is mike Manley going to jump on a plane and run an owners forum here in Aus with passionate customers??? It will never happen.

They have 6 months and if things don't improve they don't deserve my repeat business when my (just renewed for another short 12 months) lease expires.




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Old 01-21-2015, 12:16 AM
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Re: JEEP customer satisfaction..

Not a good start:

Spontaneous 2015 Jeep Grand Cherokee Fire Prompts Government Investigation! – Air Herald
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Old 01-21-2015, 12:28 AM
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Re: JEEP customer satisfaction..

Benn0 - I believe that article is wrong.

I heard this on the news as well, but I think it is the Cherokee. The jouno must have got their models mixed up.

NHTSA investigating 2015 Jeep Cherokee after new owner's total-loss fire [w/video]
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Old 01-21-2015, 12:31 AM
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Re: JEEP customer satisfaction..

I personally have no issues with recalls, as it demonstrates that they are addressing the problems.
However, I do have issues with the total lack of customer service.
I laugh at the statement "....but also in the way we handle our customers, you’ve seen some of those changes in Australia”. I have yet to see any improvement in the service. Must be a virtual service he is referring to.
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Old 01-21-2015, 01:08 AM
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Re: JEEP customer satisfaction..

Quote:
Originally Posted by Matty470 View Post
Looks like they are finally starting to listen.

Jeep working to improve customer satisfaction



Jeep says it’s working to address its growing customer dissatisfaction in Australia as the number of product recalls reached record levels last year.



Jeep issued 14 voluntary safety recalls last year, 11 of which were for the popular Grand Cherokee (six affected the 2014 model). Fiat Chrysler Australia issued 16 recalls in total in 2014.



Global Jeep CEO and president Mike Manly said work has already started on improving customers’ aftersales satisfaction.







“We have taken a number of steps to address the things that are addressable,” Manly told Australian media in Detroit today. “In terms of not just quality of our vehicles, but also in the way we handle our customers, you’ve seen some of those changes in Australia”.





Jeep’s growth potential in Australia hinges not just on attracting new customers but also maintaining existing ones, a task that industry data on consideration to repurchase for existing customers suggests may be a challenge.



Nonetheless, the sharply priced and feature-rich Jeep Grand Cherokee was a big hit last year, taking the title of the best-selling large SUV in Australia with 16,582 sales.



Manly is keen to point out that the problems are not necessarily just with the vehicles, but also in how the fixes were being addressed.



“I think our job is to try to produce the best quality vehicles we can but when there’s an issue to make sure we try to deal with that situation in the best way we possibly can.”



“I am not into categorising faults,” Manly said when asked if it was the Jeep dealers that had let some customers down. “We have a lot of communication with our customers as well, through our call centres, through regular communication with them. I am not into allocating who’s fault or who’s blame it is.”



This year will see Jeep launch the highly anticipated Renegade SUV, with a minor update coming for the Grand Cherokee in 2016 before an all-new model arrives in 2017.





Read more at Jeep working to improve customer satisfaction


Sounds like corporate bull
Action speaks louder then words
My trust in the vehicle is not high.


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  #8  
Old 01-21-2015, 02:01 AM
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Re: JEEP customer satisfaction..

Quote:
Originally Posted by allypally View Post
I personally have no issues with recalls, as it demonstrates that they are addressing the problems.
However, I do have issues with the total lack of customer service.
I laugh at the statement "....but also in the way we handle our customers, you’ve seen some of those changes in Australia”. I have yet to see any improvement in the service. Must be a virtual service he is referring to.
"
Agree with this, recalls aren't the issue. They need to rebuild their customer service processes, and tie in better with the US to get answers and get back to customers/dealers with accurate info.
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  #9  
Old 01-21-2015, 03:00 AM
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Re: JEEP customer satisfaction..

They also need to stop ripping us off on service and parts
Won't hold my breath


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  #10  
Old 01-21-2015, 07:42 AM
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Re: JEEP customer satisfaction..

Eight weeks so far waiting for a new sump from the states, with my truck in bits at the dealer, to hopefully fix an oil leak - Customer Service - Not good enough by a long shot!
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Old 01-21-2015, 04:45 PM
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JEEP customer satisfaction..

That's a disgrace sege. Not good enough in my book.

My GC is problem free at the moment but all the ongoing issues posted here give me the heebie geebies. Our group here is a tiny cross section of owners and so many of us seem to have some pretty significant breakdowns - I had an idler pulley let go at 3 months which required a tow and significant pressure needed to be applied to get JA off their bum to get it fixed in a reasonable timeframe. Some of the other stories makes you think every time you hit a bush track.....

I know the service that my brother gets with his Disco - not without its faults for sure but when something goes wrong his dealer jumps on it and it gets fixed. Land rover seem to know that their reputation for reliable 4x4's is at stake and they seem to avoid at all cost having broken down vehicles scattered around the countryside. And his dealer wears a tie and calls him sir.

I'm off down the beach in an hour - hope I make it back.

I'm up the coast at the moment and my boat had issues with ignition. I rang the local mercusier dealer at 3pm, dropped it off at 4pm and they rang at 11am next day all fixed. They replaced the coil which is a $1500 part all under warranty - no questions, no drama. Never used that dealer before, they didn't know me from a bar of soap and they are obviously busy already at this holiday time of year. THAT is customer service!

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Old 01-22-2015, 01:48 PM
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Re: JEEP customer satisfaction..

Quote:
Originally Posted by allypally View Post
I personally have no issues with recalls, as it demonstrates that they are addressing the problems.
However, I do have issues with the total lack of customer service.
I laugh at the statement "....but also in the way we handle our customers, you’ve seen some of those changes in Australia”. I have yet to see any improvement in the service. Must be a virtual service he is referring to.
"

Maybe he meant the "other"Australia
You know, the one in Europe between Germany and Italy!
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