"The Enhanced Customer Satisfaction Program" - Jeep Garage - Jeep Forum

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  #1  
Old 07-30-2015, 02:17 PM
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"The Enhanced Customer Satisfaction Program"

I do not understand what these people do. For me, they have made sure I am dissatisfied. I was satisfied, then, they made me part of the "Enhanced Customer Satisfaction Program"; now, I am dissatisfied. Their job is to make sure your dealer can't fix your car. She gave me an option to get out of the program, if she ("Kim", EXT. 40698), told me if I stay in the program, we will delay by several days or longer you getting your water pump replaced. I would have said take me out of the program. She called me when my car was at the dealer waiting to be fixed. I asked her why she didn't call me after it was fixed to make sure everything was Okay. Did she think I didn't want to have my car fixed? Why was she calling me before it was fixed?

I have never had any complaints about my dealer's service(Ferman-Tampa) they have been great. I have never had something fixed twice. They have always done a great job. I have had no chronic problems. I expected problems with my Jeep, It is a American big 3 (Ford, GM, Chrysler) product. That's why I got the Lifetime "0" deductible warranty. The regular maintenance cost is small on this car, I love that.

So, on top of the problems one expects with a "Big 3" product, they have made getting it fixed harder and more frustrating for me. My JGC has 30k miles on it. It has spent 2 nights at the dealer waiting for the approval so it can be fixed, the job takes 3 hours they have all the parts. "The Chrysler Enhanced Customer Satisfaction Program" is preventing it from being fixed; Why?????????????

Chrysler is paying every day for my rental car. So everyday they wait it costs them more to fix my car.

If anyone has ever been made more satisfied in any way at all by the "Chrysler Enhanced Customer Satisfaction Program" I would like to know.

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  #2  
Old 07-30-2015, 03:14 PM
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Re: "The Enhanced Customer Satisfaction Program"

I had the Enhanced Customer Service when they swapped out my radio. The lady was kind of clueless and wanted to hold up everything. I even told her that they have the part and ready to install as the Tech from Jeep told them too. She then had to call back to confirm with the dealer. I'd talk with the dealership and then she would call me later just to relay to me what we already discussed with the dealership. Not exactly sure how I got involved in the Enhanced program but not exactly sure I want to be part of it either. I feel your pain
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  #3  
Old 07-30-2015, 04:50 PM
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Re: "The Enhanced Customer Satisfaction Program"

Program personnel have told me the computer puts one on the list. I have been on and off the list several times. Most of the times I understood why I was put on it, factory defect type of reasons. This time I wondered if I got put on it when I typed my VIN into the Recall government website. After seeing the recall, I downloaded and installed the Uconnect update. Was I put on the list because of this?

I just want to say, I hope this conversation is not only one sided. If anyone feels as though the Enhanced Customer Satisfaction Program has helped them, please speak up.

I believe the program is there to prevent repeatedly fixing the same problem or something to that effect. Of the several times my car has been in for service while under the program; the program has only served to delay servicing the car.
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Old 07-30-2015, 06:06 PM
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Re: "The Enhanced Customer Satisfaction Program"

Thanks for the heads up. If I ever have to get dealer service and I'm lucky enough to get enrolled in this program I'll raise hell.
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