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-   -   Customer service......pfft!! (http://www.jeepgarage.org/f190/customer-service-pfft-65615.html)

Matty470 09-18-2013 04:46 AM

Customer service......pfft!!
 
Today I took my Jeep in for its 20K service.
At this stage I will not name and shame……………yet, suffice to say I’m not impressed.
Booked it in approx 2 weeks ago and informed them that I suspect a front wheel bearing noise, as I could hear it grumbling. Also requested TSB’s be applied for the sand driving issue and the satnav issues. Confirmed my booking and my issues yesterday with them.
I also mentioned that I would be supplying my own oil, which they said was OK, and that I had a voucher for a free oil filter from Mopar. They said they would honour it.
Dropped off at 8.30 this morning and told them I needed it back by 4.00. No problems was the reply.

Arrived at 3.45 and was told it will be another 15 mins or so.
Finally left the dealership at 5.20………..all the while I was thinking that it was taking a little longer to flash the new updates into the car.
Finally they bring it around and then inform me that they didn’t fix my wheel bearing as they don’t have that part in stock……………it’s a wheel bearing FFS.
Then they tell me that unless I have experienced the Serv 4WD sand driving issue they won’t flash that update to the car, nor did they do any of the satnav updates as Jeep haven’t sent them out yet!!!!
On top of that they then inform me that they are not going to honour the oil filter voucher, even when I asked them to show me the expiry date on the voucher.
Needless to say, the Dealer Principal will be getting an email very shortly.
/end rant.

new2jeepsa 09-18-2013 05:31 AM

That sounds so much like the service you receive from a south australian dealer.... or both their staff went to the same training day

mm1964 09-21-2013 12:35 AM

Re: Customer service......pfft!!
 
Quote:

Originally Posted by Matty470 (Post 895460)
Today I took my Jeep in for its 20K service.
.....
Then they tell me that unless I have experienced the Serv 4WD sand driving issue they won’t flash that update to the car, nor did they do any of the satnav updates as Jeep haven’t sent them out yet!!!!
.......
/end rant.

This Serv 4WD decision is BLEEP madness. Think this needs more publicity on their Facebook page.

Brett 09-22-2013 04:05 AM

Re: Customer service......pfft!!
 
I can't believe they are still pulling this BS with the serv 4wd issue.
If you ever intend on driving on the sand I would demand the TSB - you shouldn't have to, but contact Shona at Jeep HQ, I'm pretty confident she will ensure you get the fix...

Matty470 09-22-2013 08:15 PM

Re: Customer service......pfft!!
 
Yep........the next day I sent Shona an email, and whilst I haven't heard directly back from her, last Friday I rang the dealer to complain about a couple of other things that I didn't pick up when I collected the car and they said that when I come back in for the wheel bearing they will also apply the TSB. So whether they decided off their own bat or they got a call from HQ, I don't know.

We'll wait and see.
(Anyway, I'm off to Port Douglas for 9 days so I'll get it all done when I get back)

imaz 10-02-2013 08:27 PM

Re: Customer service......pfft!!
 
Sounds typical.

Next time tell them you been having problems when driving on soft sand beaches and you need to stop/start the engine to resume operation. Ask them to take it to the beach to replicate the problem - they will then look at flashing the updated fix. I guess some dealers may flash software updates if very necessary rather than requested, as potential bricked PCM could occur?

Take it elsewhere.

Matty470 10-03-2013 02:29 AM

Re: Customer service......pfft!!
 
Still waiting for a wheel bearing.
Surely they'd have them in stock here, it's not like a part that would sit on a shelf for years.

On a side note. Got a "love tap" on the drivers guard by an OAP a couple of weeks ago. I was dreading the wait for a new guard, but my repairer has already had one delivered to his shop. So they have panels in stock, but not bearings........WTF!!

exlr8 10-11-2013 02:57 AM

I'll list the parts I'm currently awaiting that are not in stock. Some are warranty items...

Sunroof module
Quadra-Lift module
ACC radar clips
Front ends clips (yes, just clips)
Tow hook cover

All of this after waiting 5 months for three badges.

CJD parts availability is a complete joke and is definitely playing a part in my decision of my next car...

GMWK2 10-11-2013 03:38 AM

I know what you mean. Parts availability is still a real issue. Hmmm, could I put up with a Colorado????

What I need is for toyota to build a slightly smaller prado but with a bigger engine.....

Brett 10-11-2013 04:02 AM

Re: Customer service......pfft!!
 
Quote:

Originally Posted by exlr8 (Post 908306)
I'll list the parts I'm currently awaiting that are not in stock. Some are warranty items...

Sunroof module
Quadra-Lift module
ACC radar clips
Front ends clips (yes, just clips)
Tow hook cover

All of this after waiting 5 months for three badges.

CJD parts availability is a complete joke and is definitely playing a part in my decision of my next car...

I'm guessing that you dislodged the ACCC sensor while offroad exlr8?
I did the same thing and was quoted $6k to get it fixed. I've heard of others having the same issue, but then re-aligning the sensor themselves (hardest part is pulling off the lower fascia) and it worked fine...

pcfg69 10-11-2013 05:02 AM

I went in for a service on my crd and they say I can't drive it because of some manifold part that is carbonized
$3000to fix under warranty. It took nearly a week to get to this point. They said 3 weeks for part so after 3 1/2 weeks for parts ( 4 1/2 weeks in total)
They now say end of the month so by the time I get my car back it will be nearly 8 weeks. I got a dodge journney first. What a piece of rubbish
Said I needed a 4 we'd to go away. All I could get was a all wheel drive captiva . What a load of rubbish. Ringing jeep on Monday as I think for this length
Of time it should be the equivalant of my overland. It's costing a fortune in fuel as you forget how good they are on economy and comfort

exlr8 10-11-2013 07:35 AM

Quote:

Originally Posted by Brett (Post 908321)

I'm guessing that you dislodged the ACCC sensor while offroad exlr8?
I did the same thing and was quoted $6k to get it fixed. I've heard of others having the same issue, but then re-aligning the sensor themselves (hardest part is pulling off the lower fascia) and it worked fine...

Yes, this is the second time in as many off road outings. The first time it was rectified by simply re-fixing it. Now I am told the mounting clips broke and I have to spend 3x$25 for the tiny parts.

Your sensor itself should be fine unless it was severely impacted, just remount it and see how it goes... The dealer did mine.

Never the less, for this part to be so easily damaged on what is supposed to be an off road vehicle is not really satisfactory...


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