Headlines in today's Telegraph does little to enhance the reputation of the Jeep. How long will it be before the publicised negative experiences of owners start to reflect in sales?
My Jeep is now 2 years old with 40,000 k on the clock and apart from the dreaded DPF issue, (still ongoing) has been without fault. But I am beginning to wonder about the long term reliability.
What a great article: Even though his ministerial portfolio is now Resources and Energy, Mr Roberts still considers himself a consumer advocate, and told me that in ringing Jeep’s CEO he was just bringing the Jordans’ treatment to her attention.Put it in writing, he was told. So he did. He never heard back.
If Roberts couldn't get a response what hope do we have??? LOL
A spokeswoman for Jeep’s parent company, Fiat Chrysler, said: “After a thorough internal investigation we have discovered that, due to a regrettable lack of communication between the dealership and our head office, this customer faced what we consider to be an unreasonable delay in having his vehicle query satisfied.
Seems to be a common issue though, you would hope they investigate the failure in communication and fix it, but I doubt it.
One thing I'd add is that this isn't just a Jeep thing, it happens for lots of makes out there. But I wish Jeep would put a little bit of effort into improving such stuff ups.
Oh, and this isn't an issue of long term reliability. There was a whirring sound, and the dealership stuffed them around for 8 months. Quality of service centers and lack of support from head office is the issue.
I guess I'm rather sensitive to bad news concerning Jeep at the moment. I have had a dream run with my JGC for 35,000k, and then the DPF issue struck. i'm not confident the problem has been addressed properly by my dealer. I'm going in this afternoon armed with info from this site regarding the application of RRT 14-104. I have no record of them applying this at my 40,000k service and will be rattling the cage on this.
I have been given some confusing messages ranging from poor fuel quality, short running, towing with load causing build up of rubbish in the filter. Not once has RRT 14-104 been mentioned. All I get is 'we check and apply every applicable upgrade applicable to your vehicle'.
Would love to see them in writing on my invoice and will be seeking this.
I guess I'm rather sensitive to bad news concerning Jeep at the moment. I have had a dream run with my JGC for 35,000k, and then the DPF issue struck. i'm not confident the problem has been addressed properly by my dealer. I'm going in this afternoon armed with info from this site regarding the application of RRT 14-104. I have no record of them applying this at my 40,000k service and will be rattling the cage on this.
I have been given some confusing messages ranging from poor fuel quality, short running, towing with load causing build up of rubbish in the filter. Not once has RRT 14-104 been mentioned. All I get is 'we check and apply every applicable upgrade applicable to your vehicle'.
Would love to see them in writing on my invoice and will be seeking this.
I love how they tend to whisk away the issue by blaming the owner.
Poor Fuel quality? Load of rubbish.
Short running? Again, hogwash.
Towing? This is the best..."caused by towing with load causing build up of rubbish" I tow, and I can't recall any additional rubbish in the air being sucked into my filter.
Who thinks up this crap?
Lets face it, and it ain't rocket science. The &*^% computer fails to kick in and generate a burn when it needs to. FULL STOP.
That may in fact be rocket science for a retarded dealer though.
Yeah, this story is probably more relevant to your recent experiences. Dealing with incompetent dealership service centers. That is the biggest problem with buying a Jeep.
Good luck, you can try the customer care contact if you aren't happy with the dealers response. That update should be applied, if they don't know anything about it I wonder what is happening to their other customers.
Just remember that "In 2014, Jeep sold a total of 1.02 million vehicles".
The microcosm of this board has a high percentage of jeeps with problems and service issues. However, its people who have problems or who are interested in modding their vehicles that join.
In other words, issues that may seem huge here may actually be a tiny percentage of the overall number of Jeeps on the road.
I do agree that bad service is an issue. I'm lucky that I live in an area where there are three jeep dealers and the local one has been really good so far.
I do agree that bad service is an issue. I'm lucky that I live in an area where there are three jeep dealers and the local one has been really good so far.
It also appears that this drama was initiated in the Veronica Johns days. I would hope that the new CEO Patrick Dougherty is likely to be more proactive, (he must have authorised the buy-back of the Summit) now that he has been in the position since Dec 1st and should now have a handle on the company's reputation in this country.
I wonder if he had any idea of what he was walking into?
ETA: No issues with our 2 year old CRD Overland either NC. Due for its 50,000 service. Love the thing.
Just back from the dealer, like pulling teeth. She said only those updates authorised by Jeep are applied and if RRT 14-104 was applicable it would have been done. I asked for a print out of all updates .. Unable to oblige.
I then demanded she sit down and read the volume of print outs I had from Jeep Garage forum before she made a complete fool of herself.
The end of the story came with an apology, 'the machine that informs the dealer has been broken down and would you believe, only yesterday we were informed of this patch.'
Update being done next Wednesday. Thank goodness for Jeep Garage forumites!
The end of the story came with an apology, 'the machine that informs the dealer has been broken down and would you believe, only yesterday we were informed of this patch.'
Update being done next Wednesday. Thank goodness for Jeep Garage forumites!
Holy crap, that is just hilarious...... and sad at the same time!
What hope have we got dealing with idiots like this?
So I guess none of their other customers have had a patch that has been available for 5 months applied either? Good work persevering and getting to the bottom of it.
As I read this my GC will have been off the road for 3.5 weeks this year with airbag warning light issues - it is being attended to now only as a result of me taking action through DFT. The new CEO has done diddly-squat to solve JA's customer service problems.
As great as the GC is, the numerous reliability issues and rotten customer service mean the chances of me buying another - zero.
As I read this my GC will have been off the road for 3.5 weeks this year with airbag warning light issues - it is being attended to now only as a result of me taking action through DFT. The new CEO has done diddly-squat to solve JA's customer service problems.
As great as the GC is, the numerous reliability issues and rotten customer service mean the chances of me buying another - zero.
After the wife's Overland was off the road for 4 weeks with a starting issue, I feel the exact same. Sure, these things happen, but should not have taken as long as it did to correct.
Shitty customer service from Jeep head office did not help and has put us right off.
The guys that did the work were great and knew of the problem and knew what it was and how to fix it. Their hands were tied because the 'Tech gurus' kept sending incorrect info for fixes. Well, lets face it, were guessing and did not want to be told what was wrong and how to fix it by the mechanic at the dealership.
(I have a detailed thread on this, quite entertaining).
As the Overland is the wife's vehicle, she has spat the chocolate and does not want another Jeep.
Sad, as I really like our Jeep, but that is waning somewhat. And that's coming from someone that loves and has a few V8's kicking around the yard.
The worst of them featured the Sifniotis family say their Jeep Grand Cherokee’s steering locked — while in motion — in August last year, five months after purchase.
In a September email the dealer said it had fixed what it called “a wiring concern”. But in November, while Mary Sifniotis was doing 100km/h on the M5, it happened again. She says she had to stop the car to unlock the steering wheel.
This one is just strange: Unable to tow
KARL Boos says his 2014 Jeep Grand Cherokee cannot safely tow a three-tonne caravan and that he has a statutory declaration from an expert to this effect. He says the vehicle is not fit for a normal purpose and wants a refund. Jeep said last night it would get in touch with the customer.
Anyone want to participate in the ACCC investigation of service quality?
Federal laws that took effect in 2011 provide consumers with guarantees that new vehicles are of “acceptable quality” — meaning they must be safe, durable and free of defects — and fit for any purpose the customer or supplier has specified. They must also match their description.
If there is a “major” failure to meet any of these guarantees, a customer is entitled to choose between a refund, replacement or compensation. The Federal Government has told the motor industry a major failure is when “a reasonable consumer would not have bought the motor vehicle if they had known about the full extent of the problem. For example, no reasonable consumer would buy a new car with so many recurring faults that the car has spent more time off the road than on it because several mechanics have been unable to solve the problem”.
Just commenced my action last Thursday by way of letter to my dealer.
My dealer has until C.O.B Wednesday 24th to respond. If not satisfactory, we will all go on the slippery slope through the A.C.C.C and Dept. of Fair Trade:- New South wales.
The trouble with the current consumer laws are very simple they are slanted in the favor of the big companies
And are certainly not in the consumers favor at all.
The consumer has do all the fighting and win a small claims case before the local Fair training dept or ACCC want to know about it.
As I have just found out out can say absolutely the A.C.C.C and Dept of Fair Trade are in name only with a few 'helpfull' hints n tips in their home page.
Do not expect any assistance at all in any matter from these places. The people you speak to obviously repeat whats on the home page. That is my experience.
As such I submitted my complaints to both, waited the few weeks for the obviously busy people there to reply.
The time wasted waiting to be told that I was on my own, I have lost valuable time chasing this legally, you know, while the iron was hot.
But not to worry, theres more than one way to skin a cat.
But it should be easier under the new laws from 2011. If the Dealer fails to act within the new laws there are huge fines applicable. It should just be a matter of reminding them that the ACCC are watching.
If there is a “major” failure to meet any of these guarantees, a customer is entitled to choose between a refund, replacement or compensation. The Federal Government has told the motor industry a major failure is when “a reasonable consumer would not have bought the motor vehicle if they had known about the full extent of the problem. For example, no reasonable consumer would buy a new car with so many recurring faults that the car has spent more time off the road than on it because several mechanics have been unable to solve the problem”.
Im interested to know what Fair Trading and the ACCC advised you. The New consumer laws have been highly beneficial to consumers. A number of big companies have been fined huge amounts including Apple and Harvey Norman just for insinuating to customers that they do not have a consumer guarantee.
I told Dept. of fair Trade I wanted Replacement or Refund.
Dept. of Fair Trade told Five Dock Jeep I wanted Replacement or Refund.
Five Dock Jeep declined both.
That is as far as Dept of Fair Trade will go, maybe that is the extent of the mediation we hear of.
My reply from A.C.C.C, in part, is below:
Thank you foryour email to the Australian Competition and Consumer Commission (ACCC)about Five Dock Chrysler Jeep Dodge. Your reference number for this matteris REFXXXXXXXXX.
The Office of Fair Tradingmay be able to assist you with this matter. They can mediate some disputes butthey cannot enforce a resolution. Unlike the Office of Fair Trading, the ACCC doesnot have a dispute resolution service.
Although we do not have adispute resolution service we have recorded your complaint. Complaints likeyours help us understand what issues cause the most harm to Australianconsumers and where best to use our resources. You can find out about ourpriorities on our website.
I do not know if the A.C.C.C had contact with Five Dock Jeep but coincidently the day I received the reply from them I also got my bullshit letter from Five Dock Jeep which until then the Manager Nick TURTON has treated my correspondence with contempt.
Unfortunately the Govt organisations are toothless tigers. All they are good for is collecting statistics.
As pointed out, they can write to business's requesting they address your concerns, but have no power to enforce them to comply. A waste of taxpayers money.
The tribunal is a better means to an end, but again, if the business refuses to cooperate, little can be done.
ACCC was behind the rear camera replacement for grand Cherokees. I would suggest while not helpful for individuals, they are keeping Jeep Australia on their toes.
I do not know if the A.C.C.C had contact with Five Dock Jeep but coincidently the day I received the reply from them I also got my bullshit letter from Five Dock Jeep which until then the Manager Nick TURTON has treated my correspondence with contempt.
Sounded a bit sus to me.
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