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Old 02-13-2014, 12:02 PM
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"Enhanced Customer Satisfaction"

Or maybe not so much...

Back in October, I received a call from Chrysler Customer Service asking how things were going with my 2014 GC. Told them things were pretty much OK, that I had the hard shifting down low and I couldn't reply to text messages with my iPhone.

Today, I went in for an oil change and mentioned that the transmission flash of some months ago fixed 90% of the low end hard shifts, but that they still popped up now and then. Dealer found the most recent tranny flash and we scheduled it to be done along with the oil change.

Got a call as I was returning home and was told that the dealer needed an authorization for the tranny flash because I was in the Enhanced Customer Satisfaction Program. Well that was news to me.

Seems that Chrysler can put a customer in this program without the customer's knowledge, which means that any and all work other than routine maintenance requires prior authorization from Chrysler that can take from 1 to 3 business day to obtain. At least that is what Chrysler (apparently not enhanced) Customer service told me a few minutes ago.

They transferred me to "Enhanced" CS who explained how I was placed in ECS as though I should be grateful. I asked what not being able to reply to a text with my iPhone has to do with getting a transmission update and she replied, "we want to be sure that you get enhanced service in all aspects of your car care".

I asked what would happen if I were traveling and had a need for non routine service that suddenly required several hours or days of wait for authorization and she told me that Chrysler would pay for a rental car. I asked whether Chrysler would pay to fly me back to pick up my car when it was completed and she appeared a bit stymied.

Might be a good idea to know in advance whether an apparently innocent response to a Chrysler survey has placed you in repair authorization limbo.

Feels a bit like being placed in a category of "complaining" owner.
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Old 02-13-2014, 12:51 PM
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Re: "Enhanced Customer Satisfaction"

Oh, I should add that the dealer checked out the Uconnect version and wondered how I could have had the latest update because my Jeep service records didn't reflect the update.

I told him that the updates were available from Jeep direct to customers. The dealer knew nothing of a customer update option. Seems like communication in the Jeep manufacturer/dealer relationship has a lot of improvement to work toward.
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Old 02-13-2014, 01:04 PM
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Re: "Enhanced Customer Satisfaction"

Don't you love it when big corporations don't think things through fully BEFORE they implement something?

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Old 02-13-2014, 01:08 PM
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Re: "Enhanced Customer Satisfaction"

Quote:
Originally Posted by Bborzell View Post
Oh, I should add that the dealer checked out the Uconnect version and wondered how I could have had the latest update because my Jeep service records didn't reflect the update.

I told him that the updates were available from Jeep direct to customers. The dealer knew nothing of a customer update option. Seems like communication in the Jeep manufacturer/dealer relationship has a lot of improvement to work toward.
In this case it is the dealer's fault. The TSB clearly states that the customer may have already updated the uConnect software, and explains how they should input that information into the system.


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