amazing customer service

[grandpa]

We have just been through 2 months of bungling from a QLD based dealer & our insurance company, basically, the previous vehicle caught fire ( 2010 Wrangler crd auto 17,000klm still under warranty).

I cant be bothered going over all the crap.... I'm pretty much over it.... but to cut a long story short :

Easy sand driving, car caught fire, independent forensic investigator determined cause as grass on exhaust............

note : Jeep Assist was fantastic, providing hire car / accommodation etc.

Anyway, due to shortage of crd auto Wranglers, we ended up getting one (via the new for old insurance policy) delivered to our door from QLD.
That was great, but just one minor problem.... it was supposed to be registered !!!!!

The Qld dealer had stuffed us around like you wouldnt believe & now we had an unregistered Jeep !!

It gets to the Friday before the long weekend & we had given up hope of actually driving the thing............... When John Byrne the GM of Essendon Jeep phones us & tells us that he has heard of our predicament & that if no local dealer will help out, then he will step in & get the car registered the same day.

Remember, it is 10 am Friday before a long weekend, the situation is not the fault of Essendon Jeep, John certainly had no reason to give himself the aggro of sorting this out & we are over 100klm from his dealership !

2.00pm John rings back & tells us that local dealerships wont help.............. so he will have a truck to our place asap to pick the car up, take it to his dealership, & register the thing !

Try organising that late on any Friday !

We get to Essendon about 5.00pm, we are treated like royalty, at least 5 people ( all busy doing stuff) make the effort to say hello & make sure we are being looked after...............We have a good yarn with John & Matt, the service manager, who actually knows his Jeeps !! They even put half a tank of fuel in the car !!

I've seen some incredibly bad customer service from Jeep dealers, but John & his team at Essendon went way beyond the call of duty to help us out. No doubt, the most amazingly good customer service / pr that I have ever experienced.

[glend]

Nice to hear it was a great outcome. Can you tell us how the first one caught fire? Was it a transmission overheat with fluid boiling out onto the exhaust downpipe?

[layback40]

Its good to hear about a dealer doing the right thing. i hope he is a member of AJOR !!

[dan84]

Originally Posted by glend

Nice to hear it was a great outcome. Can you tell us how the first one caught fire? Was it a transmission overheat with fluid boiling out onto the exhaust downpipe?

He mentioned built up grass on the exhaust. Isn't there a revised skid plate fix for this now?

[grandpa]

With the vast amount of evidence on the net from around the world & from those Aussies familiar with Jeep tansmissions, you would have to consider the hot trans fluid issue as being the most likely cause. A bit of grass just happened to be present.

If grass was the only cause, I would be very surprised.................. the 40 other 4wds that drove along the same farm track didn't catch fire ! I've been driving farm tracks for about 40 years & I would have happily driven a Hyundai Getz along that one !

A transmission cooler will be first mod to the new one, even though it is a totally diferent auto.

[gregm]

Great to hear about the service.