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Old 08-20-2016, 09:59 PM
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*TERRIBLE* Dealer Service Department!

Kind of a long post...

I have a 2014 Jeep Grand Cherokee V8 4x4 Summit in Bright White that I ordered and bought via the great group buy in DC. It was built in March 2014 and I picked it up within 24 hours of its arrival at the dealership. It has less than 18,000 miles and is garage (covered) parked. I work from home so not even parked in the sun during the day.

Took my GC to Aventure CJDR (northern Miami Beach area) for service since it is close to where I live. This Jeep dealership is maybe 4 years old but in a fairly old car dealership building. We all know that besides consistent build quality, the Jeep dealership network needs improvement as some aren't that good. Well, this is one that wasn't bad but not outstanding and professional like the Arrigo Jeep dealership in Sawgrass is --- this one is just close by. I would have taken my GC to Arrigo service department had I know what all needed to be done.

Besides minor things like tire rotations and oil changes, the only major service I have had done at Aventura CJDR is the two front half axles were replaced soon after I got my 2014 due to the boot clamp issue. They did a decent job but I had to climb under it to attached the brake lines to the barrel clips that they forgot to do. Kinda of an obvious thing for a service tech to overlook in my book. On a side note, had a friend that worked as a service tech in one of the Miami airport car rental agencies and he said service techs all the time would check off that they did the oil change, tire rotation, you name it but never performed the service as they were lazy - it is the Miami way.

Fast forward to now. I stopped in a week ago Tuesday to meet with a service advisor and explain what needed to be done so I could set up an appointment so it could all be done in one day if possible. Dropped it off late Wednesday to be the first vehicle Thursday morning via the early bird drop off --- included detailed list that I had gone over on Tuesday.

The list was: oil change and tire rotation, security software update recall, gear shifter software recall, check to see if the V8 dipstick needs replacing via the service bulletin where some had the wrong oil level markings, check the power steering as it sometimes sounds strained upon startup, rear cargo cover problem, and a loose wheel well trim (no accident or anything like it, just coming loose) that I had been meaning to bring in for as it needed an appointment to address (see photo).

No one bothered to contact me all day on Thursday, I have to call and call and call (six times I recall) just to get through to a service advisor over the phone. Was told the steering gears (rack and pinion gear box thing) needed to be replaced as it was leaking internally to the boot (not to be confused with the axle boot thing) AND that they needed to replace the two front half axles too as it came up on their screen as needing to be done. Both were safety issues according to them and they can't release the GC to me. I explained that my GC was one of the first to have the two front half axles replaced as I am one of the first owners to experience that problem and so it shouldn't need to be done again as all is fine. Advisor insists that they must do it because it shows up on the screen. I explained that the screen comes up because mine were replaced before they tagged vehicles in the system. Got nowhere with that as they seem to want the warranty work. Whatever, they need to replace the steering gears anyway so go at it just don't mess it up as it was working fine --- and attach the cable to the barrel clips this time!

I then HAD TO ASK for a loaner. They seemed a bit surprised then said sure they can arrange that via Enterprise down the street. Should be two days. Ended up being ***TEN DAYS*** as the body shop (they farm out painting apparently) needs to pick up the trim piece to paint it as the existing trim piece needed to be replaced (I had expected they could just adjust it, glue it, whatever). No one seemed to be on top of having the body shop pick up the trim piece for painting...typical Miami service.

Well, check out the photos of my GC that I picked up today!!! Unbelievable. The trim piece color does NOT match. I immediately pointed it out to the driver that brought the car over to the service area for pick up, he looked at it and said 'yep, it doesn't match'. Can you believe a service tech installed this and didn't flag it as a problem?!?!?! So I drove it around the building to the service advisor area and walked back in and spoke to the service advisor that that was working on my GC and pointed to it out the window. He said he can see it from the window (didn't want to bother to walk outside to see which would take literally 10 seconds). He said the trim piece has to be the right color but that my always garage parked GC paint had faded. Mind you I am being very nice the whole time. I explain that it always garage parked and that clearly the trim piece has some blue in it like they didn't clean the paint gun from the previous color or something. He insists it is right --- no joke he said it with a straight face. Won't walk outside to see it. Then finally said just bring it back on Monday and they can look at it --- as if TEN DAYS wasn't enough time already. No apology, no nothing. Said if wrong they can repaint it. Service advisor says that he wished they would have had time to wash my GC as they had it for 10 days but they were backed up today....next time he says.

QUESTION: Should I insist that they order a new trim piece and paint it versus re-painting this trim piece??? Can they order a trim piece already painted from the factory? I don't want to be without my GC for more days as they wait for the body shop to paint it --- with a new trim piece I can stop in and they can swap it out while I wait. Do they also clear coat it? Or should I just take it to a different dealer service department as these people are clearly morons? Please add your comments.
Attached Images
File Type: jpg Trim Before.jpg (297.3 KB, 144 views)
File Type: jpg Trim 1.jpg (519.2 KB, 206 views)
File Type: jpg Trim 2.jpg (546.7 KB, 171 views)

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  #2  
Old 08-20-2016, 10:13 PM
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Re: *TERRIBLE* Dealer Service Department!

Arrange to bring the entire car to the shop that is doing the paint. That way the painter can make sure it matches.


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Old 08-20-2016, 10:21 PM
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Re: *TERRIBLE* Dealer Service Department!

^^^ That's a thought. Service advisor said they ordered it painted based on the paint color code so it has to match, well it doesn't and I will ask him to find any Bright White Jeep or CJDR Bright White vehicle that matches this blue tinted trim piece. It looks worse in person than in the two photos. Why they heck couldn't they fix the clip on the original piece??? SMH.
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Old 08-20-2016, 10:23 PM
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Re: *TERRIBLE* Dealer Service Department!

What happened to the original flare? Could you just reattach that if you still have it vs going through this whole ordeal again?

I had a paint match issue on my 08 tri-coat white pearl Accord. Had to replace the whole front clip due to having a blown truck tire carcass thrown into it. The bodyshop that did the repair is very good and one I've used before. They tried 3 times to get the proper paint match and couldn't. The front and rear clips never matched the rest of the car from the factory and I wasn't going to settle for a 3-tone paint job. So I had them respray the rear clip to at least get it back to being 2-tone.
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Old 08-20-2016, 10:49 PM
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I could never understand why some of these dealers feel the need to replace repaint these lifting fender flares instead of just using new adhesive tape on the existing like most. I refused to let them touch mine and just injected the lifting spots with emblem adhesive which worked perfectly 2 years ago.

Even worse in your case is they painted it blue instead of white which was painfully obvious even from pictures. Unbelievable that someone would attach the flares looking like that and try to give it back to you like that. There is no way I would let a shop that did shit work like that touch my jeep again, I would go somewhere else and have it corrected with new flares or if you can get the old ones back reuse those
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Old 08-20-2016, 11:28 PM
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Re: *TERRIBLE* Dealer Service Department!

Looks like the paint shop put a protective film on it.
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Old 08-20-2016, 11:31 PM
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Re: *TERRIBLE* Dealer Service Department!

Thanks for the replies. Much much appreciated.

MDBones - Since this is simply "Bright White" (no flakes, no tricolor, no pearl - just white) it should be the simplest color to ever match. I am at a loss. I have seen numerous Bright White Jeeps and they all look the exact same white-white. There wasn't any accident or anything at all, it just started to come apart a bit at that corner (hand wash or touchless car wash only). It has been that way for like a year or so and just never got it in to have it fixed and it didn't get worse over the year either. The service invoice says "wheel flare coming apart from the clips replace left front wheel flare". I wish they would have just taken the original part and glued the clips back on instead. Who knows, maybe they get more revenue doing what they did --- as I mentioned they insisted on replacing the front half axles again even though that had been done with no issues over two years ago. I too was surprised when they said they needed to replace that trim...then more surprised when they said the delay was they needed to get the new trim painted (thought it would come painted). Of course when I was at the cashier (before I got my GC back) the service advisor was all friendly and asking that I rate him a "10" on any surveys that I may get. Plus the cashier gives you a form about rating them a 10 and also staples a note to your paperwork too stating that the service advisor will read your comments and they will be placed in his permanent employment records - guilt trip I suppose. But hey, how about doing the job right and at least appear to care about it?
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Old 08-20-2016, 11:33 PM
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Re: *TERRIBLE* Dealer Service Department!

Quote:
Originally Posted by Nuka1195 View Post
Looks like the paint shop put a protective film on it.
It sure does doesn't it. Like the clear blue film, they usually have printed words on them but I'll double check just in case but I doubt it as not that dark. Appreciate the reply.
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Old 08-21-2016, 02:03 AM
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Re: *TERRIBLE* Dealer Service Department!

Record your next interaction then bring it to the manager.


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Old 08-21-2016, 07:20 AM
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Re: *TERRIBLE* Dealer Service Department!

Quote:
Originally Posted by Dan JGC View Post
Thanks for the replies. Much much appreciated.

MDBones - Since this is simply "Bright White" (no flakes, no tricolor, no pearl - just white) it should be the simplest color to ever match. I am at a loss. I have seen numerous Bright White Jeeps and they all look the exact same white-white. There wasn't any accident or anything at all, it just started to come apart a bit at that corner (hand wash or touchless car wash only). It has been that way for like a year or so and just never got it in to have it fixed and it didn't get worse over the year either. The service invoice says "wheel flare coming apart from the clips replace left front wheel flare". I wish they would have just taken the original part and glued the clips back on instead. Who knows, maybe they get more revenue doing what they did --- as I mentioned they insisted on replacing the front half axles again even though that had been done with no issues over two years ago. I too was surprised when they said they needed to replace that trim...then more surprised when they said the delay was they needed to get the new trim painted (thought it would come painted). Of course when I was at the cashier (before I got my GC back) the service advisor was all friendly and asking that I rate him a "10" on any surveys that I may get. Plus the cashier gives you a form about rating them a 10 and also staples a note to your paperwork too stating that the service advisor will read your comments and they will be placed in his permanent employment records - guilt trip I suppose. But hey, how about doing the job right and at least appear to care about it?

Dan, the issue I had wasn't just that the look and shimmer of the pearl coat didn't match the factory pearl on the rest of the car, the tint of the white base coat didn't match either.

As to why the front and rear clips (the bumper covers) never matched on my car to begin with, the body shop had a flier from PPG explaining how those parts are painted outside the factory by their suppliers and in many cases are slightly off from the factory applied paint on the rest of the car. Okay, I can understand that to a point.

What gets me is that these suppliers (as well as most modern body shops) use a computerized system that mixes the paint based on the manufacturer's paint code. If so, what could be a more brainless process than that? One would think that would take any human error out of color matching, but apparently it doesn't.

Most of these plastic parts get molded in black. Assuming the paint is mixed correctly, is the issue of a mismatched color due to the primer (or improper application of it) that allows the black plastic to somehow still show through to a small degree and "tint" the final color? I'm no paint expert, just wondering how that happens.

I've also been told by painters that white and silver are two of the hardest colors to match on a vehicle.

In any case, even in pictures your painted flare is way off from the rest of the vehicle. I wouldn't be happy with that either and would make them do it over until they get a match. Good luck!
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Old 08-21-2016, 07:35 AM
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Re: *TERRIBLE* Dealer Service Department!

If the dealership manager can't help you then call the 800 number for Jeep. If they pretty much tell you to F off and they aren't doing anything about it I am sure it wouldn't cost that much to take it to a collision place and have them repaint/match to your right body color.
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Old 08-21-2016, 07:58 AM
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Re: *TERRIBLE* Dealer Service Department!

Quote:
Originally Posted by Herpiesfreesince93 View Post
If the dealership manager can't help you then call the 800 number for Jeep. If they pretty much tell you to F off and they aren't doing anything about it I am sure it wouldn't cost that much to take it to a collision place and have them repaint/match to your right body color.
The problem... that's exactly what his dealership did.
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