Huge announcement! Jeep head office want to help you! - Page 4 - AUSJEEPOFFROAD.COM Jeep News Australia and New Zealand


Go Back   AUSJEEPOFFROAD.COM Jeep News Australia and New Zealand > JEEP GARAGE > WK WK2 Grand Cherokee


Portal Register Forums Trading Your Jeep New Garage Mark All Read

Post New Thread  Reply
 
Thread Tools Search this Thread
  #28  
Old 26-04-2018
cherren's Avatar
cherren  cherren is offline
Full Flexer
 
Join Date: Jan 2004
Location: Point Cook Melbourne
Age: 67
Posts: 538
What Jeep do I drive?: TJ
Likes: 0
Liked 6 Times in 6 Posts
Check out my Ride(s)
Default Email please

Quote:
Originally Posted by cherren View Post
Hi Ashton

Wondering if you could give me FCA
CEO email address please

Kind regards
Warren
Email please thanks
__________________
Some days it is just not worth it to gnaw through the leather restraints.
  #29  
Old 16-05-2018
mowerman's Avatar
mowerman  mowerman is offline
Established Member
 
Join Date: May 2005
Location: Woodford, Blue Mountains
Posts: 148
What Jeep do I drive?: JK
Likes: 0
Liked 9 Times in 5 Posts
Default Huge announcement! Jeep head office want to help you!

Quote:
Originally Posted by Buffomarinus View Post
That is exactly why I suggest to anyone that if they ask for something to be checked out during a service that this request is listed in the invoice/work order you receive when you pick up the vehicle. I requested three times that a Jeep dealership check out the reason/cause of a slow leak from my windscreen washer reservoir, all during the warranty period. Each time they "weren't able to find the leak" but topped up the reservoir. Nothing noted in my vehicles service record.



First service at a new dealership and, coincidently, the first one out of the warranty period, a crack was found in the washer reservoir and because it is now outside the warranty period, customer to pay. Price for a new one.........around the $1000 mark!



Once I got back up off the floor I explained that I had raised this issue previously X3, their response was that as that there was no record of it being raised it was not going to be covered.



Once I got home I emailed Jeep and raised it with them. It took quite some time (01 Feb 17 to 07 Apr 17) but I was finally able to talk to a very reasonable person from Jeep Australia and the points I relied on were the following:

1. I had previously raised the issue 3X but acknowledged that I had no evidence of this.

2. It is reasonable for a consumer to expect that a plastic container costing $1000 should last FOREVER (the only time a ridiculously high price for a car part has worked for me).

3. That there was plenty of evidence that the failure of my washer bottle was not an isolated incident.



It was replaced under goodwill.



Final word - Make sure your concern/fault/issue is noted, it's not what you know, it's what you can prove.


For sure, make sure everything done during the warranty period is recorded. And keep any texts of appointments etc as records.


Sent from my iPhone using Tapatalk
Sponsored Posts
  #30  
Old 08-12-2018
CamAE  CamAE is offline
Senior Newbie
 
Join Date: Aug 2016
Posts: 74
What Jeep do I drive?: WK2
Likes: 6
Liked 7 Times in 5 Posts
Default

Quote:
Originally Posted by cherren View Post
Email please thanks
I'm bumping this, conveniently the FCA website Complaints form is throwing a 502 Bad Gateway. Anyone got a email for FCA customer service now Robert Lawson has left?
  #31  
Old 08-12-2018
TR Laredo  TR Laredo is offline
Established Member
 
Join Date: Aug 2015
Location: Mornington
Posts: 129
What Jeep do I drive?: WK2
Likes: 2
Liked 53 Times in 39 Posts
Check out my Ride(s)
Default

I was able to open the complaint form about 10 minutes ago without getting the 502 bad gateway message.
Sponsored Posts
  #32  
Old 08-12-2018
CamAE  CamAE is offline
Senior Newbie
 
Join Date: Aug 2016
Posts: 74
What Jeep do I drive?: WK2
Likes: 6
Liked 7 Times in 5 Posts
Default

Quote:
Originally Posted by TR Laredo View Post
I was able to open the complaint form about 10 minutes ago without getting the 502 bad gateway message.
Hi TR Laredo,

I used the link from other thread thanks, no problem opening form get the 502 error when I submit
  #33  
Old 29-01-2019
Taprod  Taprod is offline
CrawlerStar
 
Join Date: Jan 2014
Posts: 310
What Jeep do I drive?: WK2
Likes: 14
Liked 46 Times in 30 Posts
Default

Quote:
Originally Posted by Taprod View Post
Well FCA has come to the party and is covering the cost of the new water pump. I must give them credit, they’ve been pretty easy to deal with and reached a decision pretty quickly. I would have preferred labour costs to be covered too of course but given the circumstances and the fact that I have run out of energy to keep battling the dealership, I’m happy to leave it at that. At least someone was willing to listen to me.

It appears on this occasion that the weak link is the dealership. Exacerbated by their ultra-defensive attitude and poor customer service.

Now to find a mechanic that actually knows a thing or two about Jeeps.


Sent from my iPhone using Tapatalk


So recently going through the garage I came across the original invoice which demonstrates that I raised this issue well inside warranty period and it is even notated ‘warranty’ by the dealership.

After calling the dealership to find they no longer exist I was forced to write to FCA demanding a full refund for everything I paid over this issue, minus the reparations they had already made. I provided the proof, as well as the service history the dealer gave me in 2017 after 2 months of asking. This service history looked to have had details which would have proved my case in the first place, deliberately omitted. Here is what ‘Jason’ at FCA said in his email to me on Friday:

Dear Mr Meyer,

Thank you for your recent email.

I have referred this case onto our technical assistance team to review the matter and provide some further assistance.

We assure you that FCA is committed to complying with its obligations under the applicable consumer laws in Australia.

FCA management has reviewed the circumstances of your request for goodwill assistance, and advises you that FCA will cover 50% of the cost of parts only relating to the repairs of your vehicle, and 50% of parts as well as 100% of the cost of labour will be payable by you.

This decision is based upon the vehicle being outside of manufacturer’s warranty by time.

This decision is final, and FCA considers the matter to be closed.

FCA also acknowledges that should you not be satisfied with the resolution, you may consider pursuing this matter further through external avenues of recourse such as relevant Fair Trading/Consumer Affairs bodies in your state, the Australian Competition and Consumer Commission (ACCC) and/or seeking legal advice.


Yours sincerely,


_________________________________________

Jason
FCA Customer Assistance


I actually had to call today to have the email translated, but essentially FCA are treating it as ‘outside of warranty by time’ as opposed to the warranty issue I have proved it to be.

It’s just beyond frustrating that they will so brazenly avoid their responsibilities. I spoke to this ‘jason’ on the phone today and he could not give me anything specific outside the script he quite clearly is told to keep to, which only adds to the frustration.

I visited Ashton’s website but it just appears to direct me to filing another complaint with FCA which I know will go nowhere, so over a matter of $711, I’ve lodged a complaint with Access Canberra Fair Trading (the consumer affairs body in the ACT).

It’s quite unbelievable it’s come to this. I had to hide my fury on the phone today because I know it’s not this poor ‘Jason’s fault, but their complete unwillingness to share even the most basic logic or acknowledge that it’s a warranty issue rather than ‘good will’ as they put it just grinds my gears.

Good will is something Jeep and FCA are completely devoid of.


Sent from my iPhone using Tapatalk
__________________
2014 WK2 V6 Petrol

265/65/18 K02s
Frontrunner Roof Rack
Sponsored Posts
  #34  
Old 29-01-2019
lujabe  lujabe is offline
Newbie
 
Join Date: Jan 2015
Posts: 318
Likes: 37
Liked 134 Times in 79 Posts
Default

Quote:
Originally Posted by Taprod View Post
Good will is something Jeep and FCA are completely devoid of.
Yep. I’ve seen no improvement from the dealerships since FCA started claiming they give a shit. In my view they need to gut the dealer network and rebuild it from scratch. The current crop just don’t get it, plain and simple.
__________________

2015 KL Cherokee Trailhawk
  #35  
Old 30-01-2019
Methamon's Avatar
Methamon  Methamon is offline
CrawlerStar
 
Join Date: Aug 2013
Posts: 283
What Jeep do I drive?: KJ
Likes: 0
Liked 29 Times in 23 Posts
Default

Hi All

I to have had terrible experiences with Jeep Service centers and other Jeep experts centers in North Brisbane who claim to be the experts, i have had more damage done than what it originally went in for then told its just a coincidence. I now go to ICar who are great and knowledgeable on my jeep plus allow me to purchase my parts in the US and they install so a win win. Ausjeep has helped me a lot in diagnosing any issues with the KJ and I use RockAuto for my parts which are def quicker than ordering through Jeep Spare Parts.
See you at the Jamboree
  #36  
Old 18-02-2019
Taprod  Taprod is offline
CrawlerStar
 
Join Date: Jan 2014
Posts: 310
What Jeep do I drive?: WK2
Likes: 14
Liked 46 Times in 30 Posts
Default

Quote:
Originally Posted by Taprod View Post
So recently going through the garage I came across the original invoice which demonstrates that I raised this issue well inside warranty period and it is even notated ‘warranty’ by the dealership.

After calling the dealership to find they no longer exist I was forced to write to FCA demanding a full refund for everything I paid over this issue, minus the reparations they had already made. I provided the proof, as well as the service history the dealer gave me in 2017 after 2 months of asking. This service history looked to have had details which would have proved my case in the first place, deliberately omitted. Here is what ‘Jason’ at FCA said in his email to me on Friday:

Dear Mr Meyer,

Thank you for your recent email.

I have referred this case onto our technical assistance team to review the matter and provide some further assistance.

We assure you that FCA is committed to complying with its obligations under the applicable consumer laws in Australia.

FCA management has reviewed the circumstances of your request for goodwill assistance, and advises you that FCA will cover 50% of the cost of parts only relating to the repairs of your vehicle, and 50% of parts as well as 100% of the cost of labour will be payable by you.

This decision is based upon the vehicle being outside of manufacturer’s warranty by time.

This decision is final, and FCA considers the matter to be closed.

FCA also acknowledges that should you not be satisfied with the resolution, you may consider pursuing this matter further through external avenues of recourse such as relevant Fair Trading/Consumer Affairs bodies in your state, the Australian Competition and Consumer Commission (ACCC) and/or seeking legal advice.


Yours sincerely,


_________________________________________

Jason
FCA Customer Assistance


I actually had to call today to have the email translated, but essentially FCA are treating it as ‘outside of warranty by time’ as opposed to the warranty issue I have proved it to be.

It’s just beyond frustrating that they will so brazenly avoid their responsibilities. I spoke to this ‘jason’ on the phone today and he could not give me anything specific outside the script he quite clearly is told to keep to, which only adds to the frustration.

I visited Ashton’s website but it just appears to direct me to filing another complaint with FCA which I know will go nowhere, so over a matter of $711, I’ve lodged a complaint with Access Canberra Fair Trading (the consumer affairs body in the ACT).

It’s quite unbelievable it’s come to this. I had to hide my fury on the phone today because I know it’s not this poor ‘Jason’s fault, but their complete unwillingness to share even the most basic logic or acknowledge that it’s a warranty issue rather than ‘good will’ as they put it just grinds my gears.

Good will is something Jeep and FCA are completely devoid of.


Sent from my iPhone using Tapatalk


So, there is a happy end to this story.

First, I contacted Access Canberra, the local consumer law enforcer. Except that they’re not really an enforcer, they can just write angry letters of demand. In any case, they decided not to pursue my case as they didn’t believe my case was strong enough for warranty, and they completely ignored my clear case under the consumer guarantee.

At this point I was pulling my hair out and resorted to messaging the destroymyjeep Facebook page. They replied with a lot of good advice and among other things, the email of the ACCC chairman. They told me to basically send him the same complaint.”, so I did.

To my surprise, he wrote back in 24 hours and said someone would be in touch from his national compliance team. Well, someone did get in touch with me. I sent her all of my supporting documentation. And she said she would make a representation to Jeep but couldn’t promise anything.

Today I got a call from Jeep customer service asking where they could direct my money to! It is the full refund as I had originally requested.

When I rang the lady at ACCC to thank her, she said that FCA had reexamined my case and found that after receiving new documentation, mine was a warranty claim after all!

Funny how they hadn’t received any new documentation, just the same stuff from a different source, and one with a bigger stick! I also think they gave that reason so they didn’t have to admit to failing to honour the consumer guarantee.

So anyway, anyone who is fighting FCA, don’t give up. Their system is designed to make you think you can’t win, but you can!


Sent from my iPhone using Tapatalk
__________________
2014 WK2 V6 Petrol

265/65/18 K02s
Frontrunner Roof Rack
Post New Thread  Reply


Thread Tools Search this Thread
Search this Thread:

Advanced Search

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On


» Advertisements_AS2


Powered by vBadvanced CMPS v3.2.3



All times are GMT +10. The time now is 01:43 PM.




AJOR does not vouch for or warrant the accuracy, completeness or usefulness of any message, and are not responsible for the contents of any message. The messages express the views of the author of the message, not necessarily the views of AJOR or any entity associated with AJOR, nor should any advice be substituted as technical advice replacing that of a mechanic. You agree, through your use of this service, that you will not use AJOR to post any material which is knowingly false and/or defamatory, inaccurate, abusive, vulgar, hateful, harassing, obscene, profane, sexually oriented, threatening, invasive of a person's privacy, religious, political or otherwise violative of any law. You agree not to post any copyrighted material unless the copyright is owned by you or by AJOR. The owner, administrators and moderators of AJOR reserve the right to delete any message or members for any or no reason whatsoever. You remain solely responsible for the content of your messages, and you agree to indemnify and hold harmless AJOR, the administrators, moderators, and their agents with respect to any claim based upon transmission of your message(s). The use of profile signatures to intentionally mislead or misdirect any member on this forum is not acceptable and may result in your account being suspended. Any trip that is organised through the AJOR forum is participated at your own risk. If you or your vehicle is damaged it is your responsibility, not that of the person that posted the thread, message or topic initiating the trip, nor the organisers of AJOR or moderators of any specific forum. This forum and associated website is the property of AJOR.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2019, vBulletin Solutions, Inc.

AJOR © 2002 - 2019 AUSJEEPOFFROAD.COM. All corporate trademarked names and logos are property of their respective owners. Ausjeepoffroad is in no way associated with DaimlerChrysler Corporation or Fiat Jeep.
www.ausjeep.com www.ausjeep.com.au www.midlifemate.com ausjeepforum.com Jeep Wrangler JL Australia release
vB Ad Management by =RedTyger=