Originally Posted by grocery getter
I will try to keep this post as brief as possible but there are a lot of details.
I will start with the details on my jeep. 2012 jkur 6spd completely stock with 4,200 miles which I purchased brand new. It developed a rattle when placed in third gear. It would shift in and out of gear fine but would have a plastic related rattling sound while in third gear.
***cliffs. Jeep Crystal Chrysler fucked my jeep up and Chrysler Customer Care is worthless. Bacon is awesome and guns are sexy*****
I make an appointment with Tony who is one of the service advisors at Crystal Chrysler in Cathedral City, California. Crystal has the jeep for a day to diagnose or fix the problem. At the end of the day Tony calls me to tell me they were unable to fix the rattle and that Chrysler has instructed them to order some part of the shifter assembly. I pick up the jeep and Tony tells me he will call me to bring the jeep back in once the parts arrive.
About a week goes by and I have not heard from Tony so I call him. He informs me they have had the part but forgot to call me so I make another appointment. I drop the jeep off on a Monday and wait for a call from them. I talk to Tony at the end of the day and he informs me the parts they replaced did not fix the problem and that Chrysler has instructed them to replace third and fourth gear inside the transmission. Tony tells me that the parts are in Los Angeles and that they will have them by Wednesday and my jeep will be ready by Friday. I ask Tony for a loaner vehicle and I am given a Nissan rogue that has been in two prior car accidents and is a giant pile of Shit.
Friday morning comes and and I call Tony to find out what time my jeep will be ready. Tony tells me that the parts never showed up and may not arrive until the next week and he can not give me an exact day the parts will arrive.. I ask Tony why I was not informed and he told me he forgot to call me. I ask to pick up my jeep and bring it back because I had plans over the weekend to go wheeling and he tells me that they already pulled out the transmission and the jeep is not drivable. At this point I'm less then happy so I call Chrysler customer care to make a complaint.
Chrysler is of little to no help. Apparently all they do is call the dealership and relay information that I already know. The parts show up Tuesday, so now Tony has had the jeep for 8 days. Tony tells me that it will be ready by late Wednesday or early Thursday. I call late Wednesday and Tony tells me that their transmission tech has lost a special tool needed to replace third and fourth gear and that they will need to order another one.
Some more time goes by and Tony informs me that they got the tool and will begin the repairs. At this point we are over two weeks they have had the jeep. A couple more days go by and Tony calls to tell me they got the jeep back together and that the rattle is gone but that there is now some mystery vibration from either the driveshaft or transmision. Tony assures me they will get it figured out if I give him more time.
We are now into week three and Tony tells me that they have to pull the trans back out and tear it down. I call Customer care to get the jeep towed to another dealership as I no longer believe that anyone at Crystal can repair the jeep properly. Customer care yells me I would have to pay for the towing. I tell them to Fuck themselves and that I will drive the jeep to another dealership and if the trans explodes its on them to replace it. The lady from Customer care can't seem to comprehend that a tow is much cheaper for Chrysler then a new transmission.
I call Tony to give them back their shitty loaner car and pick up my jeep. He informs me that i can't because the trans is in pieces and they disco discovered a bearing that was trashed when their tech was attempting to fix the original problem. Tony tells me they are overnighting a new bearing and my jeep will be ready in two more days. They have had my jeep for so long I'm not sure if its week three or four at this point.
Tony calls and gives me the good news that the trans is back together and noise free but that now my transfer case is leaking and that they will need to have the jeep for a couple more days to put new seals in the transfer case and that the jeep is leaking so bad it is undrivable. At this point I'm seriously considering selling the jeep and getting another solid axle Toyota 4runner
Fast forward to the end of week four and Tony calls me to tell me the jeep is ready to go. I ask him specifically if they test drove the jeep on the freeway and if it will be clean once I pick it up. Tony tells me the jeep is clean and leak free so I show up to get the jeep. Guess what happens?
The jeep is neither clean or leak free. As I'm driving on the freeway the next day after I pick it up it starts throwing out a spy hunter style smoke screen and is puking fluid from the trans. I limp it to another jeep dealership who is kind enough to put it up on the rack and add some fluid to the trans. Its late in the day Saturday and they do not have any rental vehicles. The jeep dealership I am at tells me the trans will have to be replaced and they will need the jeep for at least another week.
I attempt to call Chrysler customer care to find out if they will reimburse me for a rental car and they are closed. So I limp the jeep back home and park it were it proceeds to leak out whatever dignity it had left on my driveway. I wait for Monday and speak to a manager for Chrysler customer care. She informs me that Chrysler will warranty the trans at another dealer and will provide me with a rental car. I tell her the jeep should not be driven and she assures me they will make it right. She informs me that I will receive a call later in the day from a customer service rep who will make the arrangements.
I get the call and give them all the info from the dealership I want the repairs made at. I tell them I feel its fair to replace the transmission and that the clutch may need to be replaced if its been covered in gear oil. I ask her when the tow truck will be coming to my house to pick up the jeep and she informs me that jeep will only tow it to the dealership closest to my house which is Crystal. I tell her I am not paying to tow the jeep and she asks me if i have another vehicle I can tow the jeep with. I tell her to Fuck off and I will drive the jeep to the new dealership and if it explodes its on her.
So now I'm listening to some strange noises as I attempt to limp the jeep to moss bros in san bernardino. On the bright side the smoke is gone because I think the jeep trans has no fluid left in it.
Is customer service dead in America?
Sounds like some honest faux-paus on Tony's part...and then came bullshit excuses.
As for telling people to "fuck off," how far do you think that's really going to get you? I've worked in the Customer Service industry before and how much do you really think I helped the person on the other line who told me to "fuck off?" Yeah, that's right, your complaint just found its way to the bottom of her "To Do" list.
Finding a competent Jeep dealership is like finding a winning lottery ticket. Simply put, you're probably not going to find one.
I can certainly understand your level of frustration and you have every right to be pissed. You have a new vehicle you can't drive. You paid a lot of money for the new vehicle you can't drive. While your vehicle is sitting at the dealership, you're still paying your car note and monthly insurance. We get it. We've all been there.
IMO, Chrysler MOST DEFINITELY should cover a tow to another dealership, especially considering the run-around you've gotten for the past month.
All the above being said, you'd probably "attract more bees with honey," as my mother used to say. Telling people to "fuck off" isn't going to get you anywhere. The person you spoke with probably makes $12 per hour and that isn't enough to warrant helping the person who just cussed her out. For $12 per hour, she forgot about you, packed up her shit, and went home. Telling her to "fuck off" got you nowhere. Your first course of action should have been to speak with someone in a higher position of authority than who you were speaking with. I would also make it my business to send the head of Chrysler Customer Service (CORPORATE OFFICE) a REGISTERED letter listing your complaint(s) and the courses of action which caused the issue to escalate to him/her receiving that REGISTERED letter.