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  #1  
Old 02-02-2015, 05:46 PM
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Jeep problems - Aus Jeep Customer Service.. or lack of?

Hey All,

I've had several issues with my jeep since day one. I've been trying to get in touch with the Australian customer service department but they refuse to respond! It's been 3-4months now.

Does anyone know of any other method to contact their customer service department? No matter who i call they all point me to aucustomercare@chrysler.com

Also, I just noticed they opened their facebook page https://www.facebook.com/jeepaustralia?fref=ts for public posts.. I posted the following hoping someone will contact me.

Quote:
Buyer beware!!...
5 months ago I purchased the 2014 Jeep Grand Cherokee Limited, from Suttons City Roseberry Sydney.

I've only used to car to and from work, 20km each way on normal roads, but, since day one I've had nothing but trouble and dissatisfaction with the car, to the point where Iíve had several parts replaced! This meant taking the car back to the dealership on 7 occasions. Other than this being a huge inconvenience and time off work.

Below are the issues Iíve had so far:
-Factory wheel alignment out
-Rear shocks repaired/replaced due to loose fittings
-Front CV joints replaced due to crack
-Sway bar replaced (waiting on parts)
-Drive shaft replaced
-Link rods replaced (waiting on parts)
-Software issues with uconnect IE: street names are not pronounced properly and random reboots.
-Door hinge replaced (was extremely stiff and made "snapping" noises).
-Over 5 recalls
-Boot rattle
-Rattle in the sunroof
I understand new cars often have recalls and software problems but it's not normal for major/core components of the vehicle, such as CV joints cracking and issues with the drive shaft, to fail within the first few months!

To voice my concern for my safety and durability of this vehicle I tried to contact aucustomercare@chrysler.com three times, called twice and spoken to the dealership. Itís now been months and still no reply from Chrysler!
At the time of purchasing the car I enquired about extended warranty. I was informed the extended was overpriced and "not worth it". Clearly there is a reason why the extended warranty is highly priced!

I was planning on using this car for the next 3-4 years, but now I have no confidence in the cars ability to last that long without hefty repair bills, not to mention my safety.

Has anyone else had these problems? I feel like Iím the only one battling to just get a response from their so called ďcustomer serviceĒ department?!

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  #2  
Old 02-02-2015, 06:12 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

I can't believe this post on their FB will not get you any traction... let us know! Good luck!
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Old 02-02-2015, 07:08 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

You are not alone, Jeep Aus (Fiat Chrysler Jeep whatever) suck at support. If you have a look at the Export section where most Aus JG members are, you see a few threads with problems. - Export Grand Cherokee 2011+ - Jeep Garage - Jeep Forum
You have the biggest list I have seen. FB is useless, all you will get is a message to email them, it is not actually run by Jeep Aus, their page is run by a PR firm.

Re voice guidance and pronunciation, I am hoping you got that fixed as there was a service bulletin released at the end of Sept to fix this - http://www.wk2jeeps.com/tsb/tsb_wk2_0808414.pdf

If you read the last few pages of the Aus MY14 thread ion the export section, I know someone recently posted the best contact info, from memory it was Hymer.
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Old 02-02-2015, 10:10 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Ah, i should of posted in the other forum.

Thanks for that link, reading that pdf suggests that a uConnect software update will resolve the issue. Thing is, i'm already on the latest version, installed many times, but i'm still having the same issue. Perhaps it's a different update that fixes the issue? One that only the dealerships have access to.



Quote:
Originally Posted by SNUKE View Post
You are not alone, Jeep Aus (Fiat Chrysler Jeep whatever) suck at support. If you have a look at the Export section where most Aus JG members are, you see a few threads with problems. - Export Grand Cherokee 2011+ - Jeep Garage - Jeep Forum
You have the biggest list I have seen. FB is useless, all you will get is a message to email them, it is not actually run by Jeep Aus, their page is run by a PR firm.

Re voice guidance and pronunciation, I am hoping you got that fixed as there was a service bulletin released at the end of Sept to fix this - http://www.wk2jeeps.com/tsb/tsb_wk2_0808414.pdf

If you read the last few pages of the Aus MY14 thread ion the export section, I know someone recently posted the best contact info, from memory it was Hymer.
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Old 02-02-2015, 10:38 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Keep in mind that some dealers may not check their software update list. I was advised that my issues were normal. I returned with the relevant TSB which was eventually applied and fixed all the issues.
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Old 02-03-2015, 05:36 AM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

I'm hoping to get the guidance and pronunciation fixed on my 10k service next week. I have a printout of the Australian TSB to show them too. Last time I mentioned it to them they said they don't have access to that. BS

I also have the steering wheel leather stitching coming undone in the right side. They took photos and said its up to Chrysler as to whether they will get it sorted. I'll be p'd off if they say it's just wear and tear.



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Old 02-03-2015, 07:38 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Quote:
Originally Posted by Mozzie View Post
Keep in mind that some dealers may not check their software update list. I was advised that my issues were normal. I returned with the relevant TSB which was eventually applied and fixed all the issues.
Yup, agreed. On an earlier Chrysler vehicle (2006 Dodge Durango), Chrysler released a special TSB that was independent of warranty and had an unlimited mileage component. In other words, it was a recall without calling it a recall. Wife took it in while I was at work, and told them about it, as I asked her too. Figured they would look it up and take care of it.

She calls me an hour later as I'm getting off of work, asks me to come down and explain it to them, as she was arguing with one of the Service Managers who told her that TSBs were only free under warranty, not after the warranty was expired. He obviously didn't even look it up.

I walked in with the TSB # and told him it was a special kind (forget the exact technical term), and when I used the technical term for it, his demeanor changed. He may not have liked it, but he could tell I knew what I was talking about.

He then looked it up, and sure enough, the customer (me) was right.

They then proceeded to fix the issue without really fixing it... they said the issue didn't exist, and followed the preventive part of the TSB, when the issue actually did exist, and they should have followed the entire "replace" and prevent parts of the TSB. But thats another story and not relevant to this thread.

Point is, make sure you are informed. Get your TSBs lined up, your recalls lined up, and be prepared to rattle them off at the dealership. Some are great and do it all for you, like a good business should, and others couldn't care less and need new management.
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Old 02-11-2015, 07:20 AM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Had my 10k service done today. Took in TSB re: voice guidance and pronunciation. http://www.wk2jeeps.com/tsb/tsb_wk2_0808414.pdf

They said its nothing to do with them. It's not on the list of work instructed to do by Chrysler so they won't do it.

The guy said its probably not even to do with my model anyway. I corrected him on that but still didn't want anything to do with it. Didn't even want to look it up for himself.

Is this something I should have to pay for. I think not. It's a crappy Sat Nav in my view, they should fix it.

I'd do it myself if I could download it.

Anyone had this TSB update done in Brisbane? If so where?

On a positive note. I got a brand new steering wheel. Leather stitching was coming undone on the original one. It amazes me how they can replace an expensive item like that but get all anal over a software update. Other than the long list of recalls, I've had a complete new passenger wing mirror fitted too. The old one creaked when it folded in. If they keep this up, I'll still have a brand new vehicle when the warranty runs out.


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Old 02-11-2015, 06:43 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Unfortunately some dealers are just after the bucks, especially if they are not the selling dealer. The TSB was an improvement suggestion and not a warranty rebate for them. The steering wheel was a rebate from Jeep HQ.

It is disappointing as they did get your cash for the service and should have done the s/w upgrade as a service to you. Try to politely follow up with the manager to see if this is what future services will be like from his dealership. A hint that you may need to go elsewhere.
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Old 02-11-2015, 07:43 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Quote:
Originally Posted by Dougiestylz View Post
Anyone had this TSB update done in Brisbane? If so where?
I'm going to guess you went to Mansfield?

If I were you I'd ring around the dealers and tell them you want this update applied and ask if they will do it. I would suggest maybe Albion could be worth a try.
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Old 02-11-2015, 07:58 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Nope Cricks Mt Cravatt. I will have a ring around. Thanks for suggestions.


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Old 02-11-2015, 08:05 PM
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Re: Jeep problems - Aus Jeep Customer Service.. or lack of?

Quote:
Originally Posted by Dougiestylz View Post
Nope Cricks Mt Cravatt. I will have a ring around. Thanks for suggestions.


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Yes, their service is at Mansfield. They are notorious for refusing to apply updates. Try Albion, though they can be a bit hit and miss too.
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