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Old 05-25-2016, 12:32 AM
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Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

So have had an issue on my now 3 week old '16 Laredo 3.6 where the car hesitates/surges while cruising at a steady speed - basically it feels like the car has a hard downshift/is hunting for a gear, but RPMS and gear selection stays steady. Problem came on pretty quickly around 100 miles and the car has now been to the dealer 2 times, both times the problem has not been fixed. The last time at the dealer they opened up a STAR case and had it for a week, did what the engineers advised them to check and found no issue. STAR concluded that it likely an issue with the programing and that no fix is available and for me to just drive it until an update becomes available, with no estimate of when. Mind you the dealer has verified the issue so this isn't an issue of me complaining about something that isn't there or doesn't always occur.

I even took a ride with a very well respected local shop owner who has a successful repair business near me and has been repairing cars for 25 years. He confirmed that its VERY noticeable, would drive him nuts and of course is a shame on a new car. His thought is that somewhere, between fuel management to engine management, there is likely either a bad wire or a pin, something he said just cannot be easily fixed.

I contacted Jeep Cares and was referred to a case manager for review as I asked for the car to be replaced since they cannot fix it (remember Chrysler via STAR has admitted they cannot fix it at this time.)

Well after 24 hours Jeep Cares called me back to say that the elevated case manager has made the decision that no further review is necessary and that they will not do anything for me, NOTHING - no replacement, no buyback, and gave me a very BS 'we are confident we will at some point get this resolved. I have asked to speak to whomever made that decision and I am waiting on that call back, but I think at this point I know its going to be a corporate BS line of we will fix this at some point. Sorry Chrysler, but unless you put me on your R&D payroll I am not going to drive around in this Jeep while you figure out at your own pace.

So in the meantime, I get to drive my brand new Jeep that has this VERY annoying issue. I wanted to hear from others on here that have or have not had Jeep step up to the plate and do what is right, whether replacement buyback or other. Obviously I can go the lemon law route, but that is neither quick nor clean. I have kept detailed records of every conversion and activity in preparation should I have to go that route though.

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  #2  
Old 05-25-2016, 12:42 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

I would let another dealer have a crack at it and add the paperwork to your growing pile. The ability to say that two dealers failed to fix it just sounds better than one.
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Old 05-25-2016, 12:45 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

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Originally Posted by Governor View Post
I would let another dealer have a crack at it and add the paperwork to your growing pile. The ability to say that two dealers failed to fix it just sounds better than one.
Was originally going to do that but since the second time they opened up a STAR case to consult with Jeep engineers I don't really see it ending any differently; my view is if Jeep technical has thrown in the towel for now, what is the dealer at a lower level to do?
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Old 05-25-2016, 05:34 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

I would get the dealership's management involved. They can sometimes advocate on your behalf with FCA. And never take no for an answer from someone who can't say yes.

My other free advice? Quit calling FCA and the dealers. Do a letter, in writing. Copy your state's consumer protection agency, whoever regulates car dealers in your state, and NHTSA.
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Old 05-25-2016, 11:12 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

If you're going to send a letter, make sure you send it certified mail. You'll need that receipt to help build your case.

If I were you, I would to talk to the dealership you purchased it from. Either they will help you with FCA or they will find another solution. Then again the sale is done so they might tell you the get lost. In that case it wouldn't be a terrible idea to consult with an attorney about options
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Old 05-25-2016, 07:56 PM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

Is dropping the vehicle off at the dealership and refusing to accept it until the problem is fixed an option?

It would certainly help the Lemon Law process.
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Old 05-26-2016, 10:29 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

It's certainly an option. But here is whats going to happen: they're not going to be able to fix it, you're going to be without a vehicle. Either they're going to leave the vehicle on their lot until you pick it up or they're gonna get it towed. Now you have to pay the storage and tow fees.

Leaving it with them isn't going to make a difference. You either need to talk with the owner of the dealership about trading it for a different vehicle or you contact an attorney
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Old 05-26-2016, 11:18 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

Quote:
Originally Posted by jprieur View Post
So have had an issue on my now 3 week old '16 Laredo 3.6 where the car hesitates/surges while cruising at a steady speed - basically it feels like the car has a hard downshift/is hunting for a gear, but RPMS and gear selection stays steady.
This is pretty much a physical impossibility. If you brake -- your RPMs will change, if you change the amount of fuel or air -- your RPMs will change, if you change gears -- your RPM will change. There is not really a way for a hesitation or surge to occur without a change in RPMs and/or gear.
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Old 05-26-2016, 04:31 PM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

"So in the meantime, I get to drive my brand new Jeep that has this VERY annoying issue"


One word in your assessment would need to be changed to get you any action and that is the wordl "annoying' to "safety" and a service manager would have to agree with you. I did get a buy back last year on a 2015 Cherokee, but it was in the shop over 30 days and both the service manager and my "case worker" both said the vehicle was not safe and told me not to drive it. They offered me a free rental but I didn't take it as I had another car and didn't need it. I did go through the National Center for Dispute Settlement and they made an offer to do a buy back before it went to the "hearing judge (not a judge but a person I picked out of 5 or 6 that they gave me to pick one). I am not sure this program is still available but it cost me no money out of my pocket. I hope you get some satisfaction soon.
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Old 05-26-2016, 10:48 PM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

Sorry to hear. Wishful thinking but if its an issue that cannot be rectified currently (if ever) your burden should be theirs. I apologize if I missed it but did you finance, own outright or is leased?

My response would depend on one of those options as you should be somewhat compensated since essentially you have a depreciating asset on your hands whose value is detrimentally impacted by this issue.
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Old 06-02-2016, 09:41 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

So just an update, car is still with the dealer and service advisor tells me that they have gone from receiving daily updates from STAR to receiving nothing in a week - basically they are still scratching their heads on troubleshooting and haven't come up with anything to even check in over a week. To answer a few questions on here I did bring up the safety issue, saying if I have hesitation I don't feel safe driving should I get caught in an intersection. Also I financed.

On the Customer Service side (if you can call it that) Chrysler refuses to do ANYTHING other than feed me a line of BS that they are confident they can fix the issue. Car is 30 days old today and its been in the shop for more than half of that time on 3 separate tickets and they still have NO idea what to do. Once I reach 30 days or 4 visits I meet my states Lemon qualification. I have lost a lot of patience with Chrysler over this, had a friend that was ready to buy the new pacifica but after he saw what I was going through he promptly went to his local Honda dealer for an Odyssey - can't blame him there.
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Old 06-04-2016, 05:05 AM
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Re: Trouble getting replacement/buyback from Jeep for issue they admit they cant fix

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Originally Posted by WesO View Post
I would get the dealership's management involved. They can sometimes advocate on your behalf with FCA. And never take no for an answer from someone who can't say yes.
+1. My dealership's management team advocated on my behalf and it helped to get my replacement. Good luck to the OP.
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