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  #1  
Old 06-06-2014, 09:00 AM
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Great Call From Jeep

I just received a really good call from Jeep customer service rep Lauren Pryber in Allocation & Scheduling. They heard about my displeasure with waiting for my originally ordered Jeep, waiting forever and finally having to bail. They're passing me to the next level of support to see if there's something they can do for ME, but that's not what this post is about.

It sounds like they got my message. Not from me alone, but from many with the same complaint. That is that ordered vehicles that come out broken are being neglected while new Jeeps keep getting built. leaving those who ordered the broken Jeeps at the back of the Line. In my case, my broken Jeep sat there unfixed for SEVEN WEEKS before it finally shipped, while Jeeps ORDERED after mine was BUILT got shipped and delivered. Pretty crappy experience for me.

They have taken down VOTs as has been reported here, they are rebuilding it and trying to make it better, starting with orders for the Grand Cherokee. But what REALLY got me was that they are planning to "fix" the above issue. If a broken Jeep is built and IF THE PROBLEM IS KNOWN AND they can move forward making new Jeeps with the problem solved, they are planning to (essentially) BUILD ANOTHER JEEP so the person who ordered will get theirs sooner w/o waiting for the broken one to get fixed! In my case it probably would have meant a new Jeep shipped 5 weeks earlier, possibly even more, putting it right in line with where it should have been, maybe just a little late.

I absolutely LOVE THIS IDEA and hope they move forward with it as planned and I hope it works for them as well as I think it will. This solution SO would have solved my problem and issues with my order that I've been so vocal about on various threads.

THANK YOU JEEP FOR LISTENING! This really is a step in the right direction! I may become a LOYAL Jeep owner yet. Very impressed with what they've said, I sure hope they follow through!
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  #2  
Old 06-07-2014, 12:45 AM
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Re: Great Call From Jeep

Thanks for passing this along! Did either of the other two recent concerns come up? Specifically, DEF injector protection for diesels or the axle failures?

Just curious.
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Old 06-07-2014, 05:06 AM
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Re: Great Call From Jeep

Quote:
Originally Posted by muzhik View Post
Thanks for passing this along! Did either of the other two recent concerns come up? Specifically, DEF injector protection for diesels or the axle failures?
I voiced my belief that my ordered Jeep was held up due the recent axle problem. She seemed to confirm that without exactly saying so. The DEF injector issue did not come up. BUT remember her department. Her biggest concern is finding a way to get Jeeps built, inspected and then to customers as quickly as possible. The injector issue isn't really an inspection issue, IMHO that's a design flaw and until they redesign, there's little an inspection can do to help.

The thing that impressed me most is that my response to a generic email (apologizing for the shipment delay) didn't just get tossed as I expected it to be. I wasn't nasty in my response, just direct in expressing my displeasure. It was escalated and although my letter wasn't the REASON for the change I feel like Jeep heard and responded based on multiple complaints.

I would bet the injector issue has been heard as well, they simply haven't developed a solution yet and therefore aren't ready to discuss it. You CAN accuse Jeep of being slow, but I really do believe they're paying attention and trying to get better and I appreciate that.
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Old 06-07-2014, 05:51 PM
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Re: Great Call From Jeep

Glad to hear of your positive experience, Wiz.
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