Deplorable Customer Service

Alex Norwood · Sep 28, 2007

Is it JUST me or is the Customer Service Department at ALL Jeep/Chrysler dealers, just absolutely USELESS!!!

Heck, it's not just the car places, but everybody everywhere seems to have been hired from the mental hospital.

I have had to go to 4 different Jeep dealers to get anyone to do a front end alignment (was pulling to the right since day one), do the reflash on the CVT, put on my wiring harness for the trailer hitch (had to pay EVEN MORE for that! even though we paid for the tow package), and to top it off the silver paint BLEW off the front bumper at the car wash, will put a pic up later. HATE EM, HATE EM ALL!!!!!

After having 2 Hondas, Toyota, 2 Infinitis, and Lincoln, I was feeling all Jingoistic/Patriotic and broke down and bought American instead of the LR3 I wanted, well all the American car companies can go broke for all i care!

Boy I feel better!

viprjrgirl · Sep 28, 2007

It seems like a lot of people on here are having trouble with their Jeep service departments. I know my family is having problems with ours. They used to fix everything the first time and let us know whats going on with our cars, now they could just care less.

Jeephigh_11 · Sep 28, 2007

Go to an auto/tire place, dealers don't know what to do when it comes to servicing, all they know how to do is oil changes and tire rotations. You have to go third party to get anywhere, NEVER go to the dealer.

1inchgroup · Sep 28, 2007

It's not just you. I've gotten nothing but runaround and doublespeak from the Jeep dealerships I've tried to get anything done at.

Still trying to get my computer flashed for the transmission problem.

They've already made their money, they don't need us anymore.

Last time I buy a Chrysler product. Compare their service to Nissan and it's like getting screwed with no kiss or lube.

Dawson · Sep 28, 2007

When my Pat quit working with electrical issues three days after picking it up, I figured I'd have issues too. Thank GOD, my service Manager is competent and they take care of me very well.

Only problem with not going to the dealer is having to pay for repairs that are covered under warranty.

Alex, have you complained to the owner of the dealership? I would write a letter addressed directly to him/her. It may not get all the way to them through the chain of retards, but someone will read it and maybe, just maybe, realize they are stupid! Of course, tell them you won't be purchasing from them, nor recommending them, and you're filing a complaint with Chrysler. And hold true to that.

Man, it really does suck how people are these days. It seems the 'customer' service department is more of a rubber wall to bounce away customers and save the company money. Ya know, now that I think about it... The dealer gets paid by Chrysler for warranty work, and it keeps their employees busy! Idiots.

Sorry about your luck. My service dept. makes up for my sales guy (HE was a dip-****).

quasimodem51 · Sep 28, 2007

I got blew off by my dealer's service department vis-a-vis getting the CVT software flash done - "Come back after 10K - 15K kilometers and see if you still have an issue". Well, I gotta go there today for my Jeep's first oil change at 5K kilometers. I will let you know how I make out getting an oil change. I don't expect stellar service.

srothfuss · Sep 28, 2007

Get to know the guys at the service center first and then ask for help. Go in for a "car wash" and chat them up. Go back for a "oil change" and continue to build the relationship... Then finally once you need something taken care of, you will be on a first name basis with the guys (or gals) at the dealership.

Typically this makes the whole experience a lot better.

roberttroll · Sep 28, 2007

Are the dealers you are going to certified five star dealers? If they are, and you call DC to complain the dealer will be in the soup and will fix your problems quickly.

newjeepgirl · Sep 28, 2007

We have tried 2 jeep dealers in our area with awful results. Actually did a formal complaint with chrysler (not that they seemed to care either). The service manager (at one dealer) actually helped and gave me 3 oil changes for my issues - so try him at yours. We are only going there for the free oil changes. There is a third dealership that we have heard good things from, so will try them next...

OTOH, we LOVE our saturn dealership and have since day 1 (service and sales). They'll service the jeep and take chryslers coupons if we decide to go that route. And, we might buy our next jeep from them. The guy that does orders there now was our original salesman and he said he can get whatever we want (not sure if that is just swapping with dealers or if we can place an order through him).

ricku · Sep 28, 2007

My dad is a small town Chrysler/Dodge/Jeep dealer for over 50 years. Our #1 concern is and always has been our customers. Our customer satisfaction index has always been at the top. The reason being is that we take a personal interest in every customer we have. The current trend is to have nothing but impersonal "mega dealers" and phasing out the "little guys" like us. The above threads sure seem to imply that might be the wrong direction.
Bottom line is: We're all not that bad.
(wish you all could come to Kalida, Ohio....we WILL take care of you)

newjeepgirl · Sep 28, 2007

roberttroll said:
Are the dealers you are going to certified five star dealers? If they are, and you call DC to complain the dealer will be in the soup and will fix your problems quickly.

If you do, let me know if you get anywhere and who you talked to. The guy that I registered my complaint with basically said it doesn't matter if they are 5star or not and that he had no recourse for my issues.

johnda · Sep 28, 2007

ricku,

I know where you're coming from. Our village has a Chrysler/Jeep dealership that has been here for many years. Mullen Motors, Southold, NY. They have a great reputation for customer service and I purposely purchased a Patriot from them so I could be a customer of theirs. They are just a great bunch of folks who treat their customers like family. It's a family owned dealership and I hope they stay in business. Rich Mullen told me that when they get a car with problems, it bothers them as much as the customer, if not more. I do not know why Chrysler or ANY car company will tolerate a poor dealership. It is in the service department that the future cars are sold, not on the floor. I am very sorry for all you folks who have experienced poor workmanship or service on your Patriot. It should NOT be accepted by the bosses at Chrysler.

Dmentd_Dan · Sep 28, 2007

srothfuss said:
Get to know the guys at the service center first and then ask for help. Go in for a "car wash" and chat them up. Go back for a "oil change" and continue to build the relationship... Then finally once you need something taken care of, you will be on a first name basis with the guys (or gals) at the dealership.

Typically this makes the whole experience a lot better.

I can not agree more. Interpersonal skills are a definite must in this area. Don't look at like you are kissing butt or brown nosing, you are just making "friends" with the people who are working on your car. Makes me feel better about having work done if the people doing it have at least some level of personal investment in the vehicle/me. On a little lighter side, think of it like this; would you piss off a fast food cook before he prepares your meal? lol
Of course if the folks have a bad attitude towards you and your car no matter what then that just sux!

JeepFan · Sep 28, 2007

Wow! You guys are making me feel very lucky. I have had great service and satidfaction from my dealer (Auffenberg Chrysler Jeep in O'Fallon Il ).

Of course, I live over in Missouri and didn't like the way the guy at the local dealership talked, so I went acroos the river to this one.

So I guess when I think about it I wasn't all THAT lucky since it was only on the second try.

Oh, by the way, the dealership over here missed out on at least three sales that they could have had if they hadn't blown me off: A Compass, a Patriot, and a Liberty.

nearly.normal.jimmy · Sep 28, 2007

srothfuss said:
Get to know the guys at the service center first and then ask for help. Go in for a "car wash" and chat them up. Go back for a "oil change" and continue to build the relationship... Then finally once you need something taken care of, you will be on a first name basis with the guys (or gals) at the dealership. Typically this makes the whole experience a lot better.

Bah!!
We have to waste our time and money to kiss ass to a bunch of guys to get them to do their job correctly? Or so that 'Maybe' they do their job correctly..? Just my opinion, and with all due respect, because I REALLY value your advice here, but I think that is a crock and not how GOOD business is suppose to work.

Dan said:
would you piss off a fast food cook before he prepares your meal?

Who are we pissing off? We are just taking our vehicles into be serviced, many times for defects in manufacturing. We are not calling the service people names or being rude to them. We are just showing up an wanting to be treated with respect and dignity. They need to realize the people who buy the vehicles are paying their salary.

I have nothing but wonderful things to say about my sales guy and nothing but bad to say about the service department. Parts department is hit or miss.

I've also noticed our Jeep 'liason' who mentioned he was going to monitor these forums and help with things has all but disappeared with his last 2 posts of any information basically just stating 'Contact Jeep' with your problems.

1inchgroup · Sep 28, 2007

Bah. I ain't kissing no one's butt. That's their job man.

Here's a good link to a funny mechanic clip, fits here perfectly...

http://i-am-bored.com/bored_link.cfm?link_id=25415

Dmentd_Dan · Sep 28, 2007

1inchgroup said:
Bah. I ain't kissing no one's butt. That's their job man.

Here's a good link to a funny mechanic clip, fits here perfectly...

http://i-am-bored.com/bored_link.cfm?link_id=25415

Like I said it isn't kissing butt... its more like having them see you as more than just another joe blow who comes in gets good service and never even says thanks. No, having people saying thanks (with sincerity) isn't required for them to do their job. But it is nice to feel apreciated, i know I like to feel that way. Costs nothing to give out and the rewards are usually intangible but well worth it.

srothfuss · Sep 28, 2007

nearly.normal.jimmy said:
Just my opinion,

And there is nothing wrong with that. I'd never get upset if we all didn't think a like. It would be a much more horrible world if we all came pre programed with the same brain functions. I actually enjoyed reading your response... It made me smile today

Dmentd_Dan said:
Costs nothing to give out and the rewards are usually intangible but well worth it.

This is the reason why I use and suggest the method.

For example... Say you were "driving around" and a tree branch gets stuck somewhere it's not supposed to be. I just go in and talk to Todd and he fixes me right up. No questions asked and they do honest work.

Sure I stay away from the dealer if I have to, but I don't mind them as much as I once did years ago.

luffing · Sep 28, 2007

Poor service

Kind of like being an American in France; ignored, poo-pood, viewed with disdain.

However, I must say the service department where I take my Patriot is right on the money. Point one, the dealer services and scans all the incoming new vehicles and corrects problems. The dealer is small, though, with low volume.

One member mentioned 'chat 'em up'. You bet.

My suggestions are to not overload a service appointment with too many concerns. If the situation is not critical, push out that appointment so scheduling is not an issue.

One thing I do is request the same mechanic each time. I think they like it. Maybe not. But, at least, they get to know the vehicle.

Then again, if the service dept. is getting heat from sales or management to increase volume or profit margin, somebody's gonna get the blowback. Probably us.

Overall, I agree. But for all you service industry folks out there, I find many areas of service have improved or become much more efficient (I'd place an icon here but, there doesn't seem to be one kissing butt).

quasimodem51 · Sep 28, 2007

From what I have read so far, it sounds like small town has not lost the value of the customer, of courtesy and genuine caring. Big city tends to not care as much. Just sheer numbers of disgruntled customers will feel trapped and will endure equally surly service people and dealers I suppose. If I discover that my local Chrysler dealers are anxious to not service me then I will give them precisely what they are looking for. We will all feel good. They can enjoy their sloth and I will be delighted to not throw my money at them. Hey, in a sense everyone wins. Sad commentary mind you.

My dealer is a 5-Star and so far they have given me every indication they do not want me back and the rating is meanlingless to the customer. Oh they have gone down the checklist and sent me the obligatory stuff. So has Chrysler. But has anyone called me just to take my pulse? Nopers. I received a late evening phone call from a some dealer admin person who was doing a survey. But the survey as presented didn't even come close to addressing the issues I had. If she wrote down my concerns and passed them on, I sure haven't heard from anyone. Another opportunity to improve and delight their customers was lost.

I wonder if Chrysler would listen to a complaint letter really. Or depending on the complaint would they merely high-five each other because it provided another statistic to indicate their cost-cutting measures are at work? Sadly, I think the latter would occur.

Laurels to all dealers who truly remember who keeps them in business.

/rant off

Deplorable Customer Service

Alex Norwood

viprjrgirl

Jeephigh_11

1inchgroup

Dawson

quasimodem51

srothfuss

roberttroll

newjeepgirl

ricku

newjeepgirl

johnda

Dmentd_Dan

JeepFan

nearly.normal.jimmy

1inchgroup

Dmentd_Dan

srothfuss

luffing

quasimodem51

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