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  #1  
Old 06-17-2016, 07:45 PM
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What is the point of Jeep customer care?

So I finally talked my mother into buying a new Jeep Cherokee. She loves it, except for a tiny problem. It came pre dented. She bought it on the 31st of may, and picked it up on the 2nd of June. On the 6th my grandfather noticed a bulge in the top of the front bumper. On the 7th she took it back to the dealer and asked what had happened and that she wanted it fixed. She made an appointment for the 15th to take it to the body shop. That night she was told that the bumper cover needed replaced, the plastic behind the bumper needed replacement, and so did the metal bumper bar behind the bumper, which is dented. She was told someone must have backed into her and it was her fault. The front bumper has no scratches on it, no marks on it, nothing, the bulge is caused by the metal bumper bar pushing up into the bumper cover. I called jeep customer care for her and the lady I talked to was super nice and agreed with me that it couldn't have been caused by my mom if there are no marks on the outer bumper. She created a case for it and pushed it up to a case manager and told me she would receive a phone call from the case manager by 8 pm tonight. She never received a call and the dealership is being a pain so she called jeep customer care to see what was going on. It ended up going to a case manager who talked to the dealership and since the dealership said my mom caused the damage she closed the case and that was it. They never called her back or anything. To top it off, the dealership tore the bumper off to see how much damage there was, now they will not put it back together without it being fixed or having her sign a waiver because it is damaged and it cannot leave the shop like that because of liability.
This is sadly about the 10th time I've dealt with jeep/ram customer care and every time is the same issue, why do they even entertain making people think they are going to help them if all they ever do is side with the dealer? This issue can't be more simple, if the outer bumper cover shows no signs of ever being hit how could it be caused by the owner? I've seen how easy the new plastic bumpers are to puncture, any little hit and they show it, to be hit hard enough to cause damage to the metal bar behind the bumper it would have put a gaping hole in the bumper cover, I get why the dealership is covering themselves, but how can jeep put up with it and let it keep happening?

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  #2  
Old 06-18-2016, 05:46 AM
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Re: What is the point of Jeep customer care?

Are you saying the Jeep was assembled new with damaged parts?
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  #3  
Old 06-18-2016, 08:26 AM
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Re: What is the point of Jeep customer care?

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Originally Posted by Governor View Post
Are you saying the Jeep was assembled new with damaged parts?
No, I'm saying it was probably damaged while on the lot, they found the damage and instead of repairing everything they put a new bumper cover on it and hoped no one would notice. I've see in happen more times than I can count while working at different dealers.
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Old 06-18-2016, 05:34 PM
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Re: What is the point of Jeep customer care?

Don't pay out of pocket. Your insurance co. is still an option if Customer care falls through for you. What color is your Jeep? New bumpers come in unpainted black and it's near impossible to match metallics without blending adjacent panels. How close is the color match?
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Old 06-18-2016, 05:36 PM
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Re: What is the point of Jeep customer care?

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Originally Posted by Governor View Post
Don't pay out of pocket. Your insurance co. is still an option if Customer care falls through for you. What color is your Jeep? New bumpers come in unpainted and it's near impossible to match metallics without blending adjacent panels. How close is the color match?
It is white. It is either pay out of pocket, (which won't be done at a dealer) or go through insurance and pay the deductible and pay more every month in premiums. Customer care fell through so I only have one option left which is to try and go above them.
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Old 06-18-2016, 05:50 PM
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Re: What is the point of Jeep customer care?

Find out for sure if premiums will go up for damage that happened while you weren't even in the vehicle. (As per dealer claims) I've only had small claims or hail damage but my premiums have never gone up. Knock on wood.

White is also extremely hard to butt match without blending. Look for a color match difference between bumper and fenders or signs of new paint work on the fenders in case they did blend adjacent panels.
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Old 06-18-2016, 05:53 PM
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Re: What is the point of Jeep customer care?

Quote:
Originally Posted by Governor View Post
Find out for sure if premiums will go up for damage that happened while you weren't even in the vehicle. (As per dealer claims) I've only had small claims or hail damage but my premiums have never gone up. Knock on wood.

White is also extremely hard to butt match without blending. Look for a color match difference between bumper and fenders or signs of new paint work on the fenders in case they did blend adjacent panels.
She already called their insurance company and they will drop from gold to silver level which means you lose discounts, by how much no one knows. I tried to look at it but I couldn't see anything. If they did their job though it wouldn't be noticeable. I didn't look at it under the sun though where it would be most noticeable.
The problem is I live 2 hours away from my parents, so through this whole thing I can't actually be there at the dealer to argue or even inspect the damage they claim is there.
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Old 06-18-2016, 06:07 PM
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Re: What is the point of Jeep customer care?

The other option is DIY repair. No paint work this time and all parts are bolt on. Several threads on this forum showing front cover removal for grill or headlamp downgrades. (Just kidding guys -- Upgrades)
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Old 06-18-2016, 06:10 PM
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Re: What is the point of Jeep customer care?

Quote:
Originally Posted by Governor View Post
The other option is DIY repair. No paint work this time and all parts are bolt on. Several threads on this forum showing front cover removal for grill or headlamp downgrades. (Just kidding guys -- Upgrades)
That thought did cross my mind honestly. I want to know what holds the front bumper bar on, if it is bolted on it would be a easy swap. Hopefully...
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Old 06-18-2016, 08:01 PM
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Re: What is the point of Jeep customer care?

I'm seeing bolt holes if I'm looking at the right bar.
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Try to get a damaged parts list from the dealer that did the tear down. Have the parts on hand before you start.
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Old 06-18-2016, 10:15 PM
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Re: What is the point of Jeep customer care?

Without getting into who did what, it is absolutely possible to damage underlying parts with no visible damage to a bumper cover. Twenty + years as an auto adjuster I've seen it a number of times.

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Old 06-18-2016, 10:17 PM
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Re: What is the point of Jeep customer care?

Quote:
Originally Posted by bill_de View Post
Without getting into who did what, it is absolutely possible to damage underlying parts with no visible damage to a bumper cover. Twenty + years as an auto adjuster I've seen it a number of times.

--
Possible sure, but to do it and not leave one scratch, scuff, mark in the dirt, nothing? Pretty improbable.
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