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  #25  
Old 05-17-2016, 08:39 PM
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Re: Buyback/Replacement

No problem but may I ask why? I see from your profile you work at JNAP. Have you ever checked out the Facebook site? Employees seem well less then motivated.

https://www.facebook.com/pages/Jeffe...62303547120636

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  #26  
Old 05-17-2016, 11:27 PM
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Re: Buyback/Replacement

Quote:
Originally Posted by VWTG View Post
No problem but may I ask why? I see from your profile you work at JNAP. Have you ever checked out the Facebook site? Employees seem well less then motivated.

https://www.facebook.com/pages/Jeffe...62303547120636
Not all of those people are DIRECT employees and in no way represents the attitude of the actual staff. There's Chrysler employees, suppliers, vendors, temps, staffing agencies, janitorial, Subway, Mama DeLucas Pizza, CCC, electrical contractors, Cassens Transport, I swear I could just keep going on and on.

I asked because some people on here have met me personally AND I WILL figure out what's going on and inform the proper people. They know this. Trying to make a difference is all.

Not to mention that quite a few of those posts are made in jest.
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  #27  
Old 05-18-2016, 12:35 AM
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Re: Buyback/Replacement

Quote:
Originally Posted by Marlon_JB2 View Post
Not all of those people are DIRECT employees and in no way represents the attitude of the actual staff.

I asked because some people on here have met me personally AND I WILL figure out what's going on and inform the proper people. They know this. Trying to make a difference is all.

Not to mention that quite a few of those posts are made in jest.
Marlon is the man. He is a hard worker, and can be trusted. He works very hard to make sure that you have a quality Jeep.
Just like any place of employment, 10-15% of workers are awesome, 10-15% are slackers, and 70-80% are average employees. Marlon is in the top 10%.
He is our eyes and ears within JNAP, and works to improve quality control every day. He is looking out for you !!!
Thanks again for all you do Marlon !!!
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  #28  
Old 05-18-2016, 02:46 AM
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Re: Buyback/Replacement

You've been there. You have seen the enthusiasm from all of us.
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  #29  
Old 05-18-2016, 09:07 AM
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Re: Buyback/Replacement

I have been on this site for a long time and Marlon has been beyond helpful. Tell me how many people from the factory that you have access to from other manufacturing plants? Answer virtually none because they are afraid to loose their job or are not thrilled with working at this plant.
I agree with Shannon that these members of JNAP work hard to make a quality product. My only issue was with the CAT replacement which has nothing to do with assembly.
I can compare this to my BMW and this JGC is of equal quality. I am not a JGC fanboi but I know a quality product when I own one which is now about 2 1/2 years.

I am thankful for the insight Marlon has given us during the whole diesel build process.
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  #30  
Old 05-18-2016, 09:34 AM
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Re: Buyback/Replacement

Marlon_JB2 I sent you a PM with a basic list. I will let you determine what is quality control and what is not. I will tell you a couple interesting points.
1. The JGC has been placed in the ECS ( enhanced customer satisfaction group). I am not sure what benefit this is to the customer? Essentially I am told now all repairs are delayed while a tech at FCA has to approve and if the dealer personal and tech disagree we have to do what the Tech says (otherwise repairs are out of pocket). I am not permitted to speak with this individual(s), so essential the entire thing has now been placed behind a door with only FCA having acess.
2. I have owned the JGC for 18mnths it has been at dealership at least once a month on average since taken delivery.
3. When parts are ordered you are told they will let you know when they arrive. This in particular is amazing to me. Especially since every company big and small can provide a tracking # and have at the least a ruff estimate of time frame. However the ECS group cannot.
4. My contact at ECS is completely unavailable. Never answers phone and rarely returns emails.
5. Replacement parts are refurbished. I bough a new JGC and can potentially be getting parts from 2011 vechicles that have been refurbished.
6. ECS group is ineffective as they tend to cause the Customer to become less satisfied.
7. Some issues with the new ", computerized" cars and systems are intermittent. I was told Chrysler will only except " dealer service personnel" witnesses the problems first hand. No video or picture proof is acceptable. This almost double dealer Vista in these situation as you have to wait till it occurs then drive to dealership to have them witness it document the problem and then set up a service date at a future time.
8. FCA is not customer friendly post the sales. Some of the statements and emails I have been part off have statements like, " my little issues" "problems I have caused", and my favorite " I do not know" and " I am your Advocate"
9.the best part is I never asked for EHS group. Somehow I got stuck in this group and they honestly have zero positive value to me.

Now I imagine you view quality control as a manufacturering issue. But as a company. Quality control is so much more. It involves problem resolution and any and all Customer interactions. "Quality" of any product exceeds the simple manufacturering of the product. The best made vechicle is only as good as the entire companies weakest link.
I have and still work in the Industrial automation industry. Have had 100's of production line tours but never as a customer.
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  #31  
Old 05-18-2016, 09:58 AM
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Re: Buyback/Replacement

Quote:
Originally Posted by VWTG View Post
Marlon_JB2 I sent you a PM with a basic list. I will let you determine what is quality control and what is not. I will tell you a couple interesting points.
1. The JGC has been placed in the ECS ( enhanced customer satisfaction group). I am not sure what benefit this is to the customer? Essentially I am told now all repairs are delayed while a tech at FCA has to approve and if the dealer personal and tech disagree we have to do what the Tech says (otherwise repairs are out of pocket). I am not permitted to speak with this individual(s), so essential the entire thing has now been placed behind a door with only FCA having acess.
2. I have owned the JGC for 18mnths it has been at dealership at least once a month on average since taken delivery.
3. When parts are ordered you are told they will let you know when they arrive. This in particular is amazing to me. Especially since every company big and small can provide a tracking # and have at the least a ruff estimate of time frame. However the ECS group cannot.
4. My contact at ECS is completely unavailable. Never answers phone and rarely returns emails.
5. Replacement parts are refurbished. I bough a new JGC and can potentially be getting parts from 2011 vechicles that have been refurbished.
6. ECS group is ineffective as they tend to cause the Customer to become less satisfied.
7. Some issues with the new ", computerized" cars and systems are intermittent. I was told Chrysler will only except " dealer service personnel" witnesses the problems first hand. No video or picture proof is acceptable. This almost double dealer Vista in these situation as you have to wait till it occurs then drive to dealership to have them witness it document the problem and then set up a service date at a future time.
8. FCA is not customer friendly post the sales. Some of the statements and emails I have been part off have statements like, " my little issues" "problems I have caused", and my favorite " I do not know" and " I am your Advocate"
9.the best part is I never asked for EHS group. Somehow I got stuck in this group and they honestly have zero positive value to me.

Now I imagine you view quality control as a manufacturering issue. But as a company. Quality control is so much more. It involves problem resolution and any and all Customer interactions. "Quality" of any product exceeds the simple manufacturering of the product. The best made vechicle is only as good as the entire companies weakest link.
I have and still work in the Industrial automation industry. Have had 100's of production line tours but never as a customer.


Lawyer up my friend. It's the American way!
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  #32  
Old 05-18-2016, 10:09 AM
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Re: Buyback/Replacement

Please do not precieve my question as a negative. But as a new and first time jeep owner. I do not know anyone on this site and when I enrolled the verification process was well non exsistant. I am not questioning his credibility or credentials. However like myself we do not publish them for obvious reasons. But I work in this world and have been in and out of more production plants around the world then most
I am sure marlon_jb2 has the best intentions. However my issues are now post sales.
And to answer your original question I know probably like 50-60 people at high level engineering on the production side of automobiles around the world. 10x more at various companies who provide capital equipment to his facility amongst many others. I love plastics and robotics, blending, drying and injection molding etc etc etc. . Yep I am that geek. I purchase the Jeep and joined this site to find modification ideas and then execute them. You know people from all walks of life like to get there hands dirty and have pride in creating unigue things. What I have experienced with this JGC has but the full stop on that. Very disappointing. With that said and to keep myself out of trouble I will go radio silent. I wish everyone well and the product is beautiful. What I will tell you the true measure of a person and or a company is how they handle problems. FCA is failing.
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  #33  
Old 05-18-2016, 10:24 AM
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Re: Buyback/Replacement

Quote:
Originally Posted by Marlon_JB2 View Post
You've been there. You have seen the enthusiasm from all of us.
Brother Marlon,

Do you think you can have them figure out what is going on with the prep work on the aluminum hoods? My 2015 and every other 15 on dealer lot which is painted granite crystal have paint issues. The hoods are corroding from bad prep work. Pop the hood and check the front and back leading edge. Mine and most of the others are corroding on the back windshield side. Mine already has over 100 raised bubbles on the bottom and about 20 through the top. Ford lost me as a customer because of this same issue with their aluminum explorer hoods. I just don't understand why this is such an issue with now 2 different manfactures. If it's that hard to prep then use a different material...
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  #34  
Old 05-18-2016, 03:29 PM
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Re: Buyback/Replacement

I'll get back to everyone soon. Hang on...
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  #35  
Old 05-18-2016, 10:09 PM
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Re: Buyback/Replacement

Quote:
Originally Posted by VWTG View Post
Marlon_JB2 I sent you a PM with a basic list. I will let you determine what is quality control and what is not. I will tell you a couple interesting points.
1. The JGC has been placed in the ECS ( enhanced customer satisfaction group). I am not sure what benefit this is to the customer? Essentially I am told now all repairs are delayed while a tech at FCA has to approve and if the dealer personal and tech disagree we have to do what the Tech says (otherwise repairs are out of pocket). I am not permitted to speak with this individual(s), so essential the entire thing has now been placed behind a door with only FCA having acess.
2. I have owned the JGC for 18mnths it has been at dealership at least once a month on average since taken delivery.
3. When parts are ordered you are told they will let you know when they arrive. This in particular is amazing to me. Especially since every company big and small can provide a tracking # and have at the least a ruff estimate of time frame. However the ECS group cannot.
4. My contact at ECS is completely unavailable. Never answers phone and rarely returns emails.
5. Replacement parts are refurbished. I bough a new JGC and can potentially be getting parts from 2011 vechicles that have been refurbished.
6. ECS group is ineffective as they tend to cause the Customer to become less satisfied.
7. Some issues with the new ", computerized" cars and systems are intermittent. I was told Chrysler will only except " dealer service personnel" witnesses the problems first hand. No video or picture proof is acceptable. This almost double dealer Vista in these situation as you have to wait till it occurs then drive to dealership to have them witness it document the problem and then set up a service date at a future time.
8. FCA is not customer friendly post the sales. Some of the statements and emails I have been part off have statements like, " my little issues" "problems I have caused", and my favorite " I do not know" and " I am your Advocate"
9.the best part is I never asked for EHS group. Somehow I got stuck in this group and they honestly have zero positive value to me.

Now I imagine you view quality control as a manufacturering issue. But as a company. Quality control is so much more. It involves problem resolution and any and all Customer interactions. "Quality" of any product exceeds the simple manufacturering of the product. The best made vechicle is only as good as the entire companies weakest link.
I have and still work in the Industrial automation industry. Have had 100's of production line tours but never as a customer.

Once they move you to the enhanced customer care, you are one step closer to a buyback. The whole process takes 3-4 months. Stay calm, be pleasant, but firm. Let them know what kind of hassle this is to you, and reiterate how many times it has been in the shop. Let them know how many days total it has been in the shop, and how many times you have had to bring it back for the same problem.
Then ask to speak to their supervisor. Once you get the supervisor, repeat everything again. They will give the same old song and dance, but then ask for their supervisor. At this point, they will tell you they can't give you the number for security reasons. Ask for their supervisor to call you back. Get the number of the person you just spoke with, so if his boss does not call, you can call back the next day and let them know you are still waiting for the call. Once you speak with their supervisor, start all over. Tell your story, and if you don't get anywhere, keep asking for their supervisor. Eventually they will get so tired of dealing with you that they will forward your case to ISG (Independent services group) which is the side company that will handle the buyback/replacement.
Once that is started, then you have to negotiate the terms. Some states have a usage fee that is calculated differently based on your state. Some have no usage fee. There is room to haggle over the usage price. Make sure to have your warranty transferred to the new Jeep if you had an extended warranty. If you are over the 3/36 warranty, they will tell you no. Make sure to reinforce the fact that the problems started before the basic warranty was up, and demand that the warranty is transferred. Keep calling - the squeaky wheel gets the grease.
Good Luck
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  #36  
Old 05-18-2016, 10:20 PM
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Re: Buyback/Replacement

Quote:
Originally Posted by Shannon View Post
Once they move you to the enhanced customer care, you are one step closer to a buyback. The whole process takes 3-4 months. Stay calm, be pleasant, but firm. Let them know what kind of hassle this is to you, and reiterate how many times it has been in the shop. Let them know how many days total it has been in the shop, and how many times you have had to bring it back for the same problem.

Then ask to speak to their supervisor. Once you get the supervisor, repeat everything again. They will give the same old song and dance, but then ask for their supervisor. At this point, they will tell you they can't give you the number for security reasons. Ask for their supervisor to call you back. Get the number of the person you just spoke with, so if his boss does not call, you can call back the next day and let them know you are still waiting for the call. Once you speak with their supervisor, start all over. Tell your story, and if you don't get anywhere, keep asking for their supervisor. Eventually they will get so tired of dealing with you that they will forward your case to ISG (Independent services group) which is the side company that will handle the buyback/replacement.

Once that is started, then you have to negotiate the terms. Some states have a usage fee that is calculated differently based on your state. Some have no usage fee. There is room to haggle over the usage price. Make sure to have your warranty transferred to the new Jeep if you had an extended warranty. If you are over the 3/36 warranty, they will tell you no. Make sure to reinforce the fact that the problems started before the basic warranty was up, and demand that the warranty is transferred. Keep calling - the squeaky wheel gets the grease.

Good Luck


3 to 4 months!!!! SERIOUSLY??? I'm sorry but that's just unacceptable. Why not just retain competent and experienced legal counsel and let them negotiate the buy back in 30-45 days or less. In most states the lemon laws stipulate that manufacturers pay legal fees and expenses ABOVE the settlement amount. If I had to field one more call from some sad "customer service clown" and listen to them try to string big words together like "empathize" and "expedite" I'd come through the phone! Foggedabouditt!!!
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