[Tooves]

Hi All

So all my fears about buying my first Jeep seem to have come true, on Friday the wife jumped into to do the school run and it wouldn't start. Full power to all accessories but no attempt at all for it to turn over. Contacted Jeep Assist who promptly sent a service tech around, about 30 mins later he declared it was an 'electronics' issue and it would have to go to the dealership for further investigation.

Monday morning at 7am the tow truck takes my brand new Jeep away, much to the amusement of all the neighbours. At 10:30 I decide to call the dealership since I had not heard anything, the service girl explains that yes they did receive the tow truck that morning but is was a very busy service day and that had not yet looked at it, nor had they received anything from Jeep Assist. In fact she seemed quite offended when I suggested a brand new Jeep being sent to the dealership on a tow truck should have been given some sort of priority in their schedule, particularly as I had no use of it over the weekend. After being promised a call back as soon as they had inspected it I was again the one to contact them at 2pm. I was told it looked like some issue with the wireless ignition module but they needed to look at it further to determine which parts would need to be replaced and I would get a call back by 5pm. Of course I received no call so I again called them and was told the service manager was busy and he would return my call, which he did 6:15pm and left a message on my voicemail stating at least one part had to be ordered from the USA (where is the Melbourne warehouse we were promised) and he had sent a request to CJD for a replacement vehicle. Now I have a trip to Fraser Island, including non-refundable accommodation, booked for next week that has been months in the planning and now I have no idea if I'll be able to make it.

I've called the dealership again about an hour ago, of course they are still busy and will call me back. I'm extremely frustrated but I'm not sure if there is anything I can do about this whole saga. Any suggestions?

Thanks
Tooves.

 

[allypally]

Stop calling the dealer, and call Jeep Customer Assist. Give them the blast.
You can understand any new car may have an issue or two. But for the need of a tow truck and then to be told they do not have parts for your "NEW JEEP" readily available, is inexcusable. Question. Why isnt the part available. Why can't it be flown out?
Immed iate requirement: Give you a replacement loan car, equal to the car that is nin the workshop.

 

[fix69er]

Ok that’s bad news. My friend had similar issue with the wireless module where engine starting was intermittent. It was a 50/50 chance it would start or not, when engine started it engine splutter and run rich for few minutes. It got worse and worse. One night the fuel pump relay did not shut down after engine shutdown and flattened the battery overnight. Jeep got towed to a dealer after jeep assist inspection. Dealer had to reconfigure the wireless module and replace some fuel pump relays (waited for parts from US) . Now it is back to normal. He had drive around in small Suzuki courtesy car for 20 days.
Have look at TSB it maybe be applicable.
http://www.wk2jeeps.com/tsb/tsb_wk2_0802411a.pdf

 

[John47]

I can understand your frustration Tooves....when our 2012 CRD shut down at 100kph on the Newell highway towing our van, then couldn't be restarted, we were pretty (well extremely), unhappy too.
I have to say though, our experience with Jeep Assist was very positive - recovery on a flat top to the nearest dealer was needed, plus sorting of the van. They handled everything, arranged a hire car and then swapped it for another vehicle suitable to tow our van when it was found parts would be 3 weeks ex USA (it was a fuel rail sensor fail that required a complete new fuel rail as the sensor is embedded). I continued to deal with JA through the saga and they provided regular updates and support.
I'm with Ally - get hold of Jeep Assist and don't let go - I don't think yelling will do much good but explaining your side and taking a firm position just might. Remember though you are dealing with a call centre and they do have a script to follow.
Good luck.
John
- and ours has been trouble free for the last 23,000k (touch wood).

 

[Tooves]

So a quick update, quick because there is not much to add. It will be four weeks on Friday since my Jeep wouldn't start and I still don't know when I'll get it back. I have not received a single call from the dealer or Jeep Australia without calling them first, and in fact I've had many calls unreturned. I've been told by the dealer that the ETA for the part from the USA is the 24th July, yes six weeks after the problem occurred. They also can't find the local part they ordered that was in stock in Melbourne.

Initially Jeep Australia (Tracey) said that seemed like rubbish and most parts from the USA are available within a week. This was being escalated with the USA and of course I would get a call back. Obviously no return call has been made, I have called again this afternoon and am waiting on yet another call back. My wife and kids are still in a Nissan Pulsar hire car (yes seriously, what car brand doesn't provide their own vehicle). I missed my trip to Fraser Island, no chance of any accommodation refund and Jeep Australia basically said bad luck.

I've never in my life had a worse consumer experience. I don't know where to turn next apart from sending a heap of emails and letters to 4x4 magazines and Jeep Managers in Australia and the USA, not that any of that will give me my f$%^%^$%^ing car back anytime soon.

 

[GlennR]

I've never in my life had a worse consumer experience. I don't know where to turn next apart from sending a heap of emails and letters to 4x4 magazines and Jeep Managers in Australia and the USA, not that any of that will give me my f$%^%^$%^ing car back anytime soon.

It seems the issue here is that critical parts required to get the later models back on the road are sent by boat and not aircraft...probably shipped in the back of new vehicles. (and thats a serious statement).
Six weeks to get parts from the US sounds about right in my experience with the two cars bought last year both with problems within 1000km. I hear you mate, and know how you feel but your wasting your breath. Take a deep breath and go get a beer out of the fridge...... PS, Once out of warranty at least we can buy parts direct, save money and be back on the road in no time. Good luck Tooves and hope you are back on the road soon.

 

[Tooves]

It seems the issue here is that critical parts required to get the later models back on the road are sent by boat and not aircraft...probably shipped in the back of new vehicles. (and thats a serious statement).
Six weeks to get parts from the US sounds about right in my experience with the two cars bought last year both with problems within 1000km. I hear you mate, and know how you feel but your wasting your breath. Take a deep breath and go get a beer out of the fridge...... PS, Once out of warranty at least we can buy parts direct, save money and be back on the road in no time. Good luck Tooves and hope you are back on the road soon.

Thanks for the reply GlennR, it helps to know I am not being treated differently to anyone else. I pride myself on keeping a cool head in all situations but I admit I'm finding it tough at the moment. Beer now in hand!

 

[allypally]

Just a stab in the dark, but if you are a member of a motoring organisation, RACQ, you might lean on them for advice.
You could also place a call with consumer affairs, and see if they can offer anything.
Failing those, a last resort might be a TV stations Current Affairs program.
If you search Jeep Australia's own Facebook page you will find plenty of examples of owners being off the road for weeks/months waiting for Jeep Aust to import parts.

 

[ENFORCER]

Jeep may have the opinion of no care, but a call to the ACCC will set them straight.
You should be compensated for your accommodation or they should have provided a comparable rental car that would allow you to have your holiday. You should not be out of pocket and you could also start proceedings to receive a full refund, as they have not fixed the problem in a acceptable timeframe.

A call from the ACCC to Jeep may also escalate the issue as it is not good enough.

If it was me, Jeep would not need to hear me on a phone call, they would be hearing form the ACCC, my lawyer and every media person I could find.

 

[GMWK2]

Just a thought - when I was having hassles with a breakdown 12 months ago I rang and spoke to Clyde Campbells PA - I think her name was Jessica from memory. Got results and parts were taken off a stock Jeep and fitted to mine the next day rather than waiting six weeks.

So if you are feeling in the mood I would suggest you ring Jeep HQ and ask to speak to Veronica Johns' PA.

 

[SNUKE]

That is a nice picture.

Have you thought of finding out what the exact part is, get it’s part number and see if you can get it from the states yourself.
Sure it may cost you but it may be worth it to have the problem fixed sooner and allowing you to move past the problem.
I have had a couple of jeep dealers tell me that Jeep Aus is just an absolute nightmare to deal with.
Fantastic product (every brand has its issues) but just horrible support in every way shape and form.
The one time I had an issue with my Pajero, Mitsubishi Aus were out of the part, they had it flown here and fitted two days later.

 

[Tooves]

Well spotted Snuke. Yeah the parts guy at the dealer is new and from Mitsubishi and basically said the same thing. I've been told today that the module is configured to the Vin so they can't use one from another vehicle. I've asked that I at least be provided a compatible hire car, the pulsar is terrible.

Sent from my HTC_PN071 using Tapatalk 4 Beta

 

[SNUKE]

Makes sense that part being vehicle specific.
Although you would think it could be reprogrammed by the dealer.
Otherwise every single time one of these is needed it is a 6+ weeks wait as they would not be keeping stock.
So if they really did have some as stock it would be locally programmable.

 

[allypally]

One of the problems, with you importing the part, is firstly, if it turned out that the part you ordered was not the actual part required, you would be stuck with it.
The other issue is that if that part somehow failed after being installed, you may very well end up in a bun fight over warranty.

 

[GlennR]

One of the problems, with you importing the part, is firstly, if it turned out that the part you ordered was not the actual part required, you would be stuck with it.
The other issue is that if that part somehow failed after being installed, you may very well end up in a bun fight over warranty.

So they have us by the testes metaphorically speaking?

 

[Tooves]

So it's 6pm, still waiting for my return call from Tracey at Jeep Australia after she promised this morning that she would definitely call me back. Time to lodge that complaint with ACCC, does it really have to be this hard??

Oh, and just to make things more interesting, the Service Manager at Salters Springwood no longer works there, today I got passed around three of them. All very understanding of my situation but no one offering any solutions. At this stage I'd be happy if they just gave me another Grand Cherokee to drive until mine is fixed...yeah still waiting on a call back from Salters on that one too.

 

[GMWK2]

This is basically what I did, I got the part numbers, found a supplier in the us who could ship it in a few days then made sure my dealer and jeep hq via Clyde's pa that I was about to make them look like fools if they didn't source the parts themselves quick smart - get 'on a plane, whatever it took. They used the argument that if the parts didn't come through official channels they would not honor the warranty even if they were genuine mopar.

It should not be like this, but you need to get in their face. As I've noted before accc and dft (in NSW) have simple on line complaint forms. Tell your dealer you have lodged an official complaint and remind them of the sales drop vw have suffered due to their dodgy customer service practices.

Makes me mad.....

 

[allypally]

You are right. IT SHOULDN'T BE THIS HARD.

 

[SNUKE]

The last I got to the point of filing an official complaint, I filled in the form, took a screen shot and emailed it to them saying I am about to submit this, you have an hour to it fixed.
What do you know, problem got fixed, this was after weeks of them dicking me around.
Not car industry related but the same type of story.

 

[allypally]

However, I doubt if that approach would work. Knowing the intelligence of those in Jeep Australia, who are making these sorts of decisions, unless the form had lots of shiny pictures, showing Jeep Aust Management falling into the flaming fires of hell, they would not understand it.