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Old 09-25-2010, 01:11 PM
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Thumbs down Shame that staff at dealers does not mimic quality of Jeep

Hopefully Chrysler can redeem themselves.

As it may seem the new 2011 JCG has been a success thusfar. During my varied experience in the car shopping through the years i have had great and poor experiences.

When I've purchased "Luxury" vehicles as they may be referred to, the difference is that the Staff at the dealerships are trained to pamper the customer and make them feel as if they were the most important person to them. I moved from a land rover to a jeep in 2005. Felt that the rover was unreliable as it was at the dealer (about 6 times a years with problems) despite how lovely they may treat the customers I'd rather have a reliable vehicle. Have loved the Jeep from day 1 great and has been problem free. "Knock on wood"

I feel the new 2011 Jeep grand cherokee has elevated itself to luxury status, not only in price but also in feel of the vehicle. Its an awesome piece of technology. The overland model is not inexpensive Lexus, Acura and BMW have competitive models at that price range mid 40'sK... At those dealers you are treated like royalty.
The Jeep dealers I have dealt with recently are misinformed so they quote the incorrect information i.e "quadra lift model will not be available till jan 2011 earliest". A different dealer stated we have them in stock not sure if they have quadra lift very busy right now can you leave name and number I'll call you when I get to check on it.(nice sales tactic genious when you trying to buy a 40K car). Didn't you realize you company went bankrupt and the success of you future is in your hands??

Its a shame these guys cause they've all been guys dont get it. New era if you want to be succesfull you have to elevate your standards. Look around at all the empty stores and unemployed people. "How we sell makes us" You can create a diamond but if you don't sell it right no one will realize its not just glass. C'mon guys have some pride in your work, and Chrysler-Fiat take some of that European ettiquete and class and train your sales staff. It will go a long way. There are some people like me heelping the economy by not holding on to our money in fear but spending it and enjoying it. It was hard earned money, treat us with respect. Don't be condecending and treat us as if we were as uninformed as you. Do your homework learn your product.

Would be nice to see an elevated expectation of cutomer service by the New Improved Jeep(r)

Due to respect I will not name those dealers on Lawn Guy Land NY to which I refer.

Sorry about the whinning would be nice for these dealers to realize the power of the internet and how 1 negative customer experience can reach many of your potential customers.
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Old 09-25-2010, 01:21 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

I agree. It's the same in Vegas. I think all of the Chrysler network dealers are the same. It's sad.
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Old 09-25-2010, 01:31 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

I have been dealing with the same guy at the dealership for the past 7 years. He knew almost every part on the jeep and how it all works. He did say that Chrysler did not supply the type of training for the 2011 Jeep as they did in the past.

Oh and I always get the Rock Star treatment every time I step in the dealership
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Old 09-25-2010, 01:57 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

Thats cause your skinny...lol maybe I need to loose weight...
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Old 09-25-2010, 02:22 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

Though this doesn't apply to all, it unfortunately seems to be the case in most instances.

The guys who stand out seem to have taken it upon themselves to learn as much as possible about the new edition JGC.

Wonder if Jeep is making it more difficult by having fits and starts with standard vs. option packages, the early bugs, and good press plus hype preceding production capabilities?

Either way, I hope this vehicle transcends early struggles because it looks that good IMO.
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Old 09-25-2010, 02:45 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

You are right, they treated me like a thief ... I ordered a car from this jeep/chrysler dealer almost 3 months ago .. they did not bother to check on the car. If I called them, they give attitude, like who I am to call them ask about the status of the car, it will come when it will come. Like I have a duty to pay them top dollar for a car... When finally, I found another dealer that gave me a further xxk discount and had the car ready on stock. They threatened the new dealer and me. They told me that in case I buy the other car they will sue me and ask for damages that can be "very expensive up to the value of the car"... I am not sure why they think people that buy cars are idiots ... I almost did not buy a Jeep anymore, this how disgusted I felt ... However JGC is a great car and I am happy and enjoy it now ... My mistake was that my jeep dealer did not have a JGC test drive car in early july and went to this dealer for a test drive and ordered from them ...
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Old 09-25-2010, 03:04 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

I couldnt agree more.
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Old 09-25-2010, 04:13 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

Unfortunately, this seems to be the case more at US brand dealers than with most others. The dealer quality is *really* uneven. You are right that luxury dealers are very easy to work with- our Acura dealer is exceedingly eager to please.

I was pleased with the dealer I used for the order as well as the dealer I ended up using for the purchase. I will be using the ordering dealer for service (not driving 150 miles one way for oil changes), since they impressed me so much. They were better than the dealer from whom I bought my Patriot (who wasn't bad, but not quite as eager to please).

I guess it comes down to shopping around- not just for price, but for treatment. In many states the laws are set up to favor the dealers, so the manufacturer has a hard time pruning the ranks. You just have to find one who won't charge an arm and a leg but who treats you as someone to whom they would like to sell not just this vehicle, but later service and this vehicle's eventual replacement (and so on). Too few concentrate on profit NOW while giving you precious little help. The good ones understand that if they treat you right in the near term, you'll come back for the long term.
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Old 09-25-2010, 06:19 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

I'm pretty happy with the mechanic who actually does the work at my dealership but the corporate philosophy really does need work. My wife has an Acura. If they need to keep the car for an extended period of time they will give you a loaner. If it is a quick fix you can usually get it in a few hours. There Waiting Room is like a VIP lounge at the airport.

I've already commented in several other threads on how clueless the sales force is about the new Jeep.
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Old 09-25-2010, 06:26 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

I have been to several Jeep dealers and so far I've had the same experience. None of them seem to know anything about this vehicle. I know everything about it just by being on these forums. How can they expect to do well not knowing about the product they need to sell.
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Old 09-25-2010, 06:54 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

There is a difference here. We are enthusiasts. They are salespersons.

They do not need to, nor are they supposed to know anything about the vehicles they sell.

Their only job is to get them out of the door.

As enthusiasts, we think that the salespeople should know about the vehicle if they expect to sell it. But these are Chrysler/Jeep/Dodge/Ram dealers. These types of customers just want a vehicle, and they buy it. They're just simple people. They'll find out later.

The average person walks into a dealership and says "I need a car." or "I need an SUV." or "I need a truck."

Salesperson takes over from there. A lot of times, salespeople will choose what car a customer gets, as they don't even know what they want.
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Old 09-25-2010, 08:08 PM
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Re: Shame that staff at dealers does not mimic quality of Jeep

Quote:
Originally Posted by Marlon_JB2 View Post
There is a difference here. We are enthusiasts. They are salespersons.

They do not need to, nor are they supposed to know anything about the vehicles they sell.

Their only job is to get them out of the door.

As enthusiasts, we think that the salespeople should know about the vehicle if they expect to sell it. But these are Chrysler/Jeep/Dodge/Ram dealers. These types of customers just want a vehicle, and they buy it. They're just simple people. They'll find out later.

The average person walks into a dealership and says "I need a car." or "I need an SUV." or "I need a truck."

Salesperson takes over from there. A lot of times, salespeople will choose what car a customer gets, as they don't even know what they want.
This is a fair description of the situation. However, simple does not need to be bad, it can be exceptional. Look at Walmart vs a luxury store ... What kind of values does this sales organization promote? Do they even try to instill a culture in this organization? Do they have a code of conduct? They don't need to know much, I agree, however, there are basic human values that some of the dealers do not understand ... It looks to me that Chrysler dealership is like Afganistan, you can meet a nice person or the one that wants to kill you, you never know ... and BTW they tried to change Afganistan for 10 years and it is still work in progress... My question is why there are so many Chrysler dealers in a metro area ... there are like 30-40 around Toronto ... If you would have max 10, you can cover same area, dealers would have more business and it can be easier to manage such a sales network ... I am very skeptical that Chrysler can improve with such a sales network ...
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