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Old 11-22-2013, 05:36 PM
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Angry Re: Salters Moorooka (Brisbane) Service?

I thought I would dig up this old thread as it is most relevant.

If you are thinking about using Salters you may wish to read my (email) letter of complaint I sent below. The issues raised are known to this forum and reference to my own research in the complaint was with the assistance of this forum.

On this thread I have left out the identifying details and the attachments which were essentially proof of my statements made.

I sent this email over a week ago to the dealer principal and service manager. I also CC'd it to Shona Ruse and Todd Goyer. To date I have received zero correspondence or even acknowledgement. I do know all BCC recipients received the copy. As it has been over a week and they have refused their right of (any) reply here it is below.

====================

Vehicle: MY2013 Jeep Grand Cherokee Overland

Registration: XXXXXX

VIN: XXXXXXXXXXXXXX


Dear Mark and Declan

I would like to raise my dissatisfaction with certain aspects of Salters Jeep Service at Moorooka. I have been using this service centre since I took delivery of my MY13 Jeep Grand Cherokee Overland in October 2012. I have found the Service Advisor (Phil Robinson) to be helpful and keeps me updated to what has occurred and what is required.

However, I have serious issues with the technician/s at the service centre. The technician/s that make decisions regarding my vehicle are lazy and/or incompetent. I will detail the main issues prompting this remark below.


Issue 1 – Serv 4WD Error

The vehicle suffered from a “Serv 4WD” error the first time I took it on a dirt road (November 2012) which disabled the 4WD system. After driving several minutes or more the error would disappear. As I was not in difficult terrain it did not pose a big problem on the day. I raised this with the service centre days after it occurred and on the next visit (5/12/12) reminded them I needed the issue resolved as I would be taking it on more challenging terrain (soft sand beach). When the vehicle was returned at the end of the day, I was advised the software had been updated and it is now fixed (see attachment 1, job 4).

On my next off road excursion I visited the beach (Double Island Point, March 2013) and the photo tells the story (see attachment 2, 2 hours before high tide). After travelling several kilometres down the beach the “Serv 4WD” error appeared again despite being told it was fixed. Being soft sand my attempt to get off the beach away from the incoming tide was in vain. Vehicles in my group were not powerful enough to drag me all of the way through the soft sand however I managed to get dragged high enough to avoid the surf by literally a few metres. I waited several hours for low tide before I could drive off on the hard sand in 2WD. I also tried Jeep Assist that wouldn’t assist (despite what Jeep sales staff told me prior to purchase).

On return I did my own research and found CJD Australia head office were the only people that knew how to fix the Serv 4WD issue. I contacted Shona Ruse at CJD Australia head office and I resolved the issue via head office that Salters Jeep Service knew NOTHING about, now they do (see attachment 3, job 4, acknowledgement of fix required after call from Shona Ruse prompted by myself, 12/03/13).

Since head office were involved, the issue is now resolved because I did the investigation, not the Salters Jeep technicians.

Not only did Salters Jeep Service provide me with false information, they caused me no end of stress watching my new $80,000 Jeep nearly end up in the surf! This was supposed to be an enjoyable weekend, this incident certainly dampened that.

On a side note to this incident, one of the party I was travelling with was thinking of buying their own new WK2, this incident changed their mind permanently!


Issue 2 – Adaptive Cruise Control Sensor

After a recent trip to Fraser Island (5-7/10/13) the front air dam received some “pushes”, one after being bogged in sand and another that caught the lower part of the air dam while in sandy ruts. In my opinion these were mild impacts on the air dam and a visual inspection reveals only a few underside scratches. However the push on this was significant enough to partially dislodge the ACC sensor when the air dam flexed back and contacted the ACC bracket.

I took the vehicle to the service centre on Tuesday (8/10/13) for it’s 20,000km service. I naturally raised the point the ACC sensor needs to be remounted and I was now getting the FCW Off error. I was told that afternoon the clips were broken and they had to be ordered (why clips are not stocked I don’t know). I will also point out at this time the technician found it satisfactory to leave the ACC Sensor installed loose behind the front air dam.

Approximately three weeks later (1/11/13) the clips finally arrived and I took the vehicle back again to have these installed so the ACC would work once again. The car was handed back that afternoon and after a few minutes of driving the FCW Off error appeared again. I went straight back to the service centre however it was approximately 4.45pm and I had to book it in again for another day.

A week later (8/11/13 – Phil was away) I took the vehicle back again. When I returned that afternoon (4.40pm) I was advised by a technician that the ACC sensor has been damaged due to my driving and that it requires replacement that will be $6000!!! (see attachment 4) I voiced my disgust that the vehicle has been far from mistreated and the part is badly designed if a push on the air dam and hence ACC bracket can destroy an (extremely) expensive part located where it is. However the technician just wanted to voice his experience/credentials and accuse me of permanently damaging the ACC sensor. During this conversation he made a point of telling me several times how sensitive this item is, this is despite the service centre leaving this sensor loose behind the air dam for over 3 weeks (while they sourced clips).

Not being convinced (as an engineer) that Jeep could design something so poorly/fragile, the following day (9/11/13) I removed the air dam to inspect the ACC sensor. I checked it was plugged in, I checked for wire damage, I checked the bolts/clips etc were fastened correctly and I checked all brackets were straight. What did I find? The bracket that holds the ACC sensor was pointing downward approximately 6 degrees (see attachment 5). I moved the bracket by hand back to the vertical position and then test drove the vehicle (something I’m sure the technicians did not do). I have since driven a few 100 kilometres and no FCW Off error has appeared at any time and the system is working perfectly! Total fix time, 15-20 minutes plus a test drive.

Seriously, Salters Jeep Service was going to charge me (and my insurance) $5977.55 + GST for a bent bracket!! I cannot believe not only once they overlooked this, but three times! It was really a waste of my time again and very nearly a waste of more of my money.

Further to the above. When the ACC Sensor clips were installed (1/11/13) I was charged $198 + GST for labour (see attachment 6). At the time I was not in a position to challenge this charge as I had not carried out a similar task myself. Now that I have actually removed the air dam, spent some time checking bolts, connections, etc and re-installing the air dam (all in 20 minutes), I cannot see how any more than 30-45 minutes was spent completing this job. Either the staff are being paid very well or I paid for their lunch hour. Any reimbursement here is most welcome as the job was never completed properly and it was I that completed the job.


There are also other lesser issues such as continuously leaving off bolts and clips after servicing. Sometimes I see them and asked for them to be replaced but they are left off again the next time. I really do wonder how many clips I lost on my Fraser Island trip (as the tech claims) vs how many the service centre forgot to re-attach. I currently have cable ties holding some under panels on because they don’t have plastic rivets in stock I must assume. I have given up keeping track of this ongoing issue.


As a result of the above issues I have lost all confidence in Salters Jeep Service to undertake servicing/repairs on my vehicle. It is unlikely I will be using Salters Jeep service again while they continue to employ such lazy and/or incompetent technicians whom also damage the Jeep brand.


Please note once again, this complaint is not directed at the Service Advisor (Phil Robinson) but at the incompetent technician/s that make these incorrect determinations.


Regards
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  #26  
Old 11-22-2013, 07:02 PM
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Re: Salters Moorooka (Brisbane) Service?

Firstly, it seems these guys are pretty bad, they lied to you several times and did not do some very basic things that could have cost you a lot of money.

On the clips, and not stocking them, if they have never needed them before, or only once, there would be no reason for stocking such a low volume specific part as this.
I carry a ton of spare parts that I expect not one of my dealers in the country to have on hand.

On the ACC, your owners manual advises to remove if for off-roading, I am sure you will be doing this after the small incident you had.

NOTE: When off-roading, it may be advisable to remove the ACC sensor. The sensor is located behind the front lower grille in the center of the vehicle. After removing the lower fascia, you may remove the lower sensor and bracket assembly.......

It is a device designed to receive NO physical input, so even a minor one that you may view as acceptable is not acceptable in any way. Had it actually been damaged, I would have to side with the service morons and say it is entirely your fault and in no way a design fault. It was simply not designed for off-road use.

I am sure there are some decent to good alternatives you can visit in your area.
I would not expect any of the dealer contacts to reply to you via email, but I would have expected a phone call. Piss poor on their behalf.
I am sure any that see this will rightly not use them.

$6000 because they can't look properly, what dicks.
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  #27  
Old 11-23-2013, 07:15 AM
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Re: Salters Moorooka (Brisbane) Service?

Thanks Snuke. My main gripe with this is that they simply did not do their job properly on two issues which did or potentially could have unnecessarily cost me a lot of money.

The durability (or protection provided) for the ACC sensor considering it's vunerability is less than I would expect for a vehicle aimed at off roading. It looks like it has to pulled down each time I decide to go off road, which is sometimes at short notice. Quite inconvenient and amusing for the Pajero drivers waiting for me.

The manual also states to remove the air dam, but will CJD guarantee to is also OK travelling at 110km/h down the freeway (the wheel arch liners are exposed). I can only recall one destination where I could have left the air dam nearby to pick up before hitting the highway again. Hence this is why it travels off road with me.

As for the clips, I recall them talking about two other cars having that same issue in the same week. I would have thought in that case clips would be on the keep in stock list. It took them 4 months to get the "Overland" and "4x4" badges which were a warranty item.

Love the Jeep but it really is compromised in some respects and backed up by some useless "service" staff.
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  #28  
Old 11-23-2013, 07:40 AM
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Re: Salters Moorooka (Brisbane) Service?

I would suggest that most people buying a GC for serious off-raoding would be less likely to get an Overland or Summit, and more likely Laredo or Limited simply because there are less things to damage.
Sure it is an off road vehicle, but just like the Pajero, Prado etc... most stay on the black top, so they are built / marketed for that first.
Ask your Pajero drivers where there ACC sensor is, exactly their 14 year old vehicle doesn't have one.
I was a Pajero owner until yesterday.

Either way, you have learnt two lessons, remove the ACC before off-roading, stay the hell away from this dealership.

And yes Jeep Aus suck at spare parts, don't even air freight when its critical.
When the fuel pump went in my Pajero (its only fault ever) MMA were out of stock, and they could not get one from any dealer in the country, they tried. Air freighted it out and fitted two days later. If only Jeep Aus would do this.

it is my major concern becoming a Jeep owner.
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  #29  
Old 08-17-2014, 05:33 AM
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Re: Salters Moorooka (Brisbane) Service?

The sales service so far from Cricks at Mt Gravatt was great, have to wait n see now if they back it up with service. myself n my neighboor have both just brought GC's ftom their.
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