Instrument cluster shorted out, and my battle with Chrysler to get it repaired. - Jeep Wrangler Forum
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Old 03-06-2013, 04:38 PM   #1
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Instrument cluster shorted out, and my battle with Chrysler to get it repaired.

I've been commenting on this in an existing post, but I wanted to create my own to document everything. I will copy/paste my factual posts in the other thread, and add some new info. I'll update this as it progresses.
What happened is my gauge cluster shorted, killing all the electronics in my interior, causing the headlights to stay on, and my wipers to run constantly. It got towed to the dealer on 2/28, and is still there.

First posts on 2/28:
Bumping this back up, mine just had the same exact issue earlier. It's at the dealer now. Between the recalls, my filler neck needing to be replaced, now this, I'm really getting frustrated with my Jeep.

3/1:
Just to update: They're pretty sure it's a bad TPIM, but they're still testing.

Just got a call from the dealership. Gauge cluster shorted out, and is causing the havoc in the rest of the electronics. It's covered under warranty, but they can't get the new cluster until Monday. So, I'm without my daily driver until then.

3/4:
Parts didn't come in today (you mean you didn't overnight the damn things after I told you this was my daily driver?), so I'm still waiting to get it back. Grrrr.............

3/5:
Jeep now tells me the parts won't be shipped until the 20th............

Just got done firing an email off to Corporate, so we'll see if I get a response.

Got an email from a guy named Jeff at Corporate. They are looking into the matter.

---------

Here's the email string. Newest to oldest:

Dear Bill :

Thank you for your response.

I have updated your file to reflect the information provided in your
response. It will be provided to your Case Manager for their attention
and review.

Thanks again for your email.

Sincerely,

Jeff

Customer Service Representative
Jeep Customer Assistance Center

For any future communications related to this email, please refer to the
following information:
REFERENCE NUMBER:
EMAIL CASE NUMBER:




Original Message Follows:
------------------------
Thanks Jeff.

My dealer contacted me, and offered to pay half for a rental. That is
not acceptable. I don't feel I should have to come out of pocket for a
warranty repair for something I had zero control over. So, I called the
Customer Service number for your office, and spoke to a Jennifer ( I
think that was her name, sorry). She said she would send you a note,
because she was unable to update the records. I was going to ask that
someone from your office contact the dealer about paying for the rental.
I can certainly discuss this with the next party from your office that
will be handling this.

Thanks again for your help.

Bill



From: customerassist <customerassist@chrysler.com>
To:
Sent: Tuesday, March 5, 2013 2:06 PM
Subject: Re: Chrysler Group LLC Customer Assistance



Dear Bill :

Thank you for your response. I have updated your file to reflect the
information provided.

It has been determined that the concerns raised regarding this matter
requires further review.

We have referred your concerns to a higher level for follow-up. A
Representative will contact you by phone shortly addressing your issue.

I appreciate your patience and understanding as we further look into
matter with you.

Thanks again for your email, Bill.

Sincerely,

Jeff

Customer Service Representative
Jeep Customer Assistance Center

For any future communications related to this email, please refer to the
following information:
REFERENCE NUMBER:
EMAIL CASE NUMBER:



Original Message Follows:
------------------------
Jeff,



The dealer ordered the part, as this is a warranty repair.
The part ordered is an Instrument Cluster/CCN Part #68055902AC. My
dealer said they were not given an order number.

I have been working with a gentleman named Chris , at Newark
Chrysler Jeep in Newark, Delaware. His contact number is .
He has been very helpful and they're doing all they can from the sound
of it. They are looking into getting me something to drive in the
meantime, because apparently rentals/loaners are not covered under the
warranty on my Jeep. So this is definitely not an issue with the dealer.
My only concern is getting the gauge cluster, and getting my Jeep back.
There has got to be a better solution than not getting it back until at
least the 20th.
I can be reached either through email, on my work phone from 8am-3:30 pm
EST at , or on my cell phone at . I will be
unavailable tomorrow from 10am until about 2pm. Aside from that, contact
me any time.
Thanks for the reply, and your attention to this matter. I know you guys
are plenty busy.

Bill



From: customerassist <customerassist@chrysler.com>
To:
Sent: Tuesday, March 5, 2013 1:01 PM
Subject: Re: Chrysler Group LLC Customer Assistance


Dear Bill :

Thank you for contacting the Jeep Customer Assistance Center in regards
to your 2010 Wrangler X.

I am sorry to learn of the concerns related to your order of the Gauge
Cluster.

We would be more than happy to further review into this matter with you.
To adequately do so, could you please provide us with the Part and Order
Number you received from your Parts Department when placing your order
along with the Dealer you placed the Order through.

We will be more than happy to review this matter with you at that time.

Thanks again for your email, Bill.

Sincerely,

Jeff

Customer Service Representative
Jeep Customer Assistance Center

For any future communications related to this email, please refer to the
following information:
REFERENCE NUMBER:
EMAIL CASE NUMBER:




Original Message Follows:
------------------------
US Customer Service - Jeep Brand Site
Brief Description:
Warranty repair problems
Comments:
My Jeep is currently stuck at the dealer. It was towed there last
Thursday 2/28/13, when all the electrics in the interior stopped working, the
headlights came on by themselves, and the windshield wipers run
constantly. Newark Jeep in Newark, Delaware determined it was a faulty gauge cluster, and would warrant the repairs. The parts were ordered on 3/1/13. After calling to check on my Jeep this morning, I was informed by my service writer (XX, who has done a great job so far) that he was
told by Chrysler that the parts would not be available until 3/20/13. He has
offered to try and locate the required parts elsewhere, and see about
getting me something to drive, since apparently my basic warranty does
not cover rentals/loaners. That aside, this is TOTALLY unacceptable. Not
only because this vehicle is a 2010 with just over 18k miles on it, but
because it's already had 3 recalls, and been in for other warranty repairs.
There are existing problems that have been left unsolved as well (clunk in
the steering, leaky top). I like to think of myself as a patient man, but I
am demanding this be addressed in a more timely fashion. I am making
payments on my Jeep like most folks, and this Jeep is also my daily driver. To
not have my transportation for 3 weeks is extremely inconveniencing for me,
as well as the people I am now relying on to get me around, as I'm sure
you can understand. I have greatly enjoyed my Jeep outside of the quality
issues, and the number of times it's been in the shop. Please contact
me at your earliest convenience. Thank you for your time. Bill

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Old 03-06-2013, 04:43 PM   #2
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Wow, what a hassle! Seems like you're getting therein around at every turn. :nono: Good luck with it.

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Old 03-06-2013, 04:45 PM   #3
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So today, the issue got handed off to the next level up, and pretty much all I know right now is they're trying to expedite the process on getting my instrument cluster.
My dealer offered to pay half for a rental, which is totally unacceptable. So, I'm pushing that issue with Chrysler as well. In my mind, they need to be covering a rental 100%.

Here's the email I received from the case manager:

Dear Customer:

Case #: XXX VIN: XXX Vehicle Description: JEEP WRANGLER X 4X4 SPORT UTILITY 2-DOOR

Thank you for your patience while waiting for your part to become available for your vehicle. I wanted to provide an update and let you know that as of today, I have expedited your part order in an effort to get it in sooner. As soon as more information becomes available, or if the ETA date improves, I will be back in touch. I understand how important it is to get this part. I'm actively working with our Parts Expediting department on getting this part to you as soon as possible.
Thank you again for your patience.
Sincerely,
Amber
Chrysler Customer Assistance- Parts Division
PHONE




Note: This is a system generated message. Please do not reply.

Sincerely,
AMBER
Customer Assistance Center
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Old 03-06-2013, 04:48 PM   #4
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Quote:
Originally Posted by kramer2k View Post
Wow, what a hassle! Seems like you're getting therein around at every turn. :nono: Good luck with it.
Thanks.
That's how I feel as well. I figured this needs to be documented for other Jeep owners to see. Maybe putting it out there might light a few fires. Maybe not.
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Old 03-06-2013, 04:55 PM   #5
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What are they doing, building an instrument cluster molecule-by-molecule?
Only took em about a week more than that to build my whole Jeep.
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Old 03-06-2013, 05:08 PM   #6
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It's pretty unbelievable. We've all read stories like this, but never think we'll be in the middle of one.
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Old 03-06-2013, 07:25 PM   #7
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I meant to say "...giving you the run around..." in my post. That's what I get for iPhone-WF posting at work.
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Old 03-06-2013, 08:40 PM   #8
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Welcome to zero inventory logistics. [dripping with sarcasm]

Hope it gets repaired quickly and they self motivate.
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Old 03-06-2013, 10:29 PM   #9
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^You can say that again. Seems like many parts are backordered. When the dealer ordered in the part for my transmission, I was too busy to take my Jeep in for almost a month. In the meantime, Chrysler contacted the dealer and made them send the part somewhere else because of a lack of inventory.

What really amazes me is new Jeeps are rolling down the assembly line and are getting clusters installed. Can someone at Chrysler not make a command decision to pull a cluster out of the parts bin and ship it?
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Old 03-06-2013, 10:56 PM   #10
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Your post makes me glad that I didn't order mine from Newark.
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Old 03-06-2013, 11:05 PM   #11
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Hang in there brother.......Believe me.....it really can be a lot worse....I've been through it!
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Old 03-06-2013, 11:22 PM   #12
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This thread makes me hope I have 0 problems with my jeep. Seems like most car dealers give out loaner cars for warranty repair or even non warranty work. My Subaru needed work done not covered by warranty and I still got a free loaner car from them not a rental company.
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Old 03-06-2013, 11:27 PM   #13
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More and more dealers are not giving out loaners. And there is nothing in a Jeep warranty about the dealer providing one. However, when I had to leave my jeep at the dealer for several days, I called Jeep Customer Assistance and they authorized payment through the dealer to Enterprise.

IMO JCA needs to step up and foot the bill for the OP.
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Old 03-06-2013, 11:35 PM   #14
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That's interesting, though I'm sure the long term nature of the parts order is affecting the dealership's ability to do the right thing in their eyes.

I just took my 2009 JKU in and found a bunch of problems, obviously out of warranty, but they didn't hesitate giving me a loaner until the repairs were done. Again, probably because I was paying for the work.

Sorry to hear about your drama, hope it gets resolved soon...
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Old 03-07-2013, 10:02 AM   #15
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Thanks folks. My service writer at the dealer has been on the ball, as has the service rep from Chrysler. But the dealer and Chrysler themselves have utterly failed to meet even marginal expectations so far. I received one automated message from my case manager, that's it.
I've asked Corporate about a rental 3 times now, and I seem to be getting ignored. The service rep just says he'll update the case info for the case manager. Meanwhile I have to get rides everywhere and I'm still making payments on my Jeep. This experience has soured me on Chrysler for good.
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Old 03-07-2013, 10:08 AM   #16
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Called and left a message with my case manager about rental coverage.
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Old 03-07-2013, 10:23 AM   #17
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I'm not sure about your state, this varies by state. In Georgia if the manufacturer/dealer keeps your car for 30 days on a warranty repair, it's immediate grounds for a lemon law claim.

That probably doesn't help your feelings, but they should do everything in their power to repair it in less time due to this.

I've just finished going through the long drawn out process with Chrysler on getting out of an "11 GC with non-stop Qaudra-lift problems. You'll get the run around over and over even when you bend over backwards to work with them rather than getting Irate. Been there, done that and didn't even get the T-shirt.

The service manager is the person to deal with on the rental. He "can" make things happen when working with the area manager. Loaners aren't specifically provided according to all of the paperwork, but with a situation like this and the time involved they will usually take care of it to keep your mind off a lemon law case. They did provide one for me with out much hassle, but I had become a bi-weekly warranty issue at the time.
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Old 03-07-2013, 10:55 AM   #18
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Got an EMAIL back, despite asking to be contacted by phone on the message I left.
My response is on top.

Thanks Amber.

I can be reached before 3:30 EST on my work number at , or anytime on my cell at . I originally just wanted to make sure everyone was calling the right number depending on the time.
I am out of the office today.
I have spoken with other Jeep owners on internet forums who have been covered by Chrysler for a rental vehicle while their Jeep was in the shop, that is why I am pursuing this. Even so, it would seem that the decent thing to do in a case like this where someone is without their daily transportation for an extended period, would be to offer them an alternative means of transportation. The fact that this is even a question casts this situation in an even more negative light. I understand that these decisions most likely need to come from above, but I placed my trust in Chrysler to take care of me if this sort of situation should arise when I purchased my Jeep, and I'm feeling pretty left out in the cold so far. This is also not the first time my Jeep has been problematic, it's had several issues addressed, and even some that remain unsolved. I'm sure you're doing all you can for me, and I appreciate that. But as someone who has worked in the customer service industry, I cannot say my experience so far has been positive.

Thanks again for your work on this.

Bill
From: "CAC_Case_Manager@chrysler.com" <CAC_Case_Manager@chrysler.com>
To:
Sent: Thursday, March 7, 2013 10:17 AM
Subject: Chrysler Update Case#:

Dear Customer:

Case #: VIN: Vehicle Description: JEEP WRANGLER X 4X4 SPORT UTILITY 2-DOOR

Mr. Hyman,
I am your parts case manager and your case has been given to me until such a time as the part comes in. I am aware of your request for a rental vehicle and I am evaluating this for you. I am aware of the dealership's offer of a 50% split on the rental, and that you feel this is unacceptable. At this time that is what is being offered and you are welcome to use this offer for now. I am looking into whether Chrysler can assist you further.
I am sending this email as opposed to calling per the instructions in your case to not call until after 3:30 PM. I wanted to let you know that I am working on your concerns as well as doing everything I can to get this part in as soon as possible. Feel free to call me at . My hours are 9AM-5:30PM EST.
Thank you for the opportunity to serve you as our customer, and once again for your patience.


Sincerely,
Amber
Chrysler Customer Assistance Center- Parts Division
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Old 03-07-2013, 10:58 AM   #19
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Originally Posted by parker65 View Post
I'm not sure about your state, this varies by state. In Georgia if the manufacturer/dealer keeps your car for 30 days on a warranty repair, it's immediate grounds for a lemon law claim.

That probably doesn't help your feelings, but they should do everything in their power to repair it in less time due to this.

I've just finished going through the long drawn out process with Chrysler on getting out of an "11 GC with non-stop Qaudra-lift problems. You'll get the run around over and over even when you bend over backwards to work with them rather than getting Irate. Been there, done that and didn't even get the T-shirt.

The service manager is the person to deal with on the rental. He "can" make things happen when working with the area manager. Loaners aren't specifically provided according to all of the paperwork, but with a situation like this and the time involved they will usually take care of it to keep your mind off a lemon law case. They did provide one for me with out much hassle, but I had become a bi-weekly warranty issue at the time.

The GM at my dealer is actually a friend of a friend. It's getting to the point where I'm going to have to pay him a visit, I think.
Does Lemon Law apply for any claim that takes 30 days to resolve? I've had several different issues, never the same twice. Well, except for a top leak that I gave up on.
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Old 03-07-2013, 11:26 AM   #20
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Originally Posted by Mr. Sinister View Post
The GM at my dealer is actually a friend of a friend. It's getting to the point where I'm going to have to pay him a visit, I think.
Does Lemon Law apply for any claim that takes 30 days to resolve? I've had several different issues, never the same twice. Well, except for a top leak that I gave up on.
Lemon Laws vary by State so you will need to check you specific State for a correct answer.
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Old 03-07-2013, 11:30 AM   #21
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Hmm, bought in Delaware, live in Maryland. Have to look into it.
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Old 03-07-2013, 01:11 PM   #22
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Lemon Laws vary by State so you will need to check you specific State for a correct answer.
^^^This^^^

As I said In "MY" state a repair which takes 30 days or longer equals lemon law elligable. Any other issues would have to be the "SAME" issue multiple times (this was my situation), same problem with multiple (5) attempts to repair. They actually tried 12 times to repair mine, the repair would last 2 weeks - 1 month. Air suspension inoperable- loosing nitrogen charge with no diagnoseable leaks. Finally they replaced the compressor which seemed to be the cure. Then sensors started going bad one at a time, the jeep would grow a mind of it's own and start lifting or lowering at different ends or corners while at 70mph on the interstate.
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Old 03-07-2013, 01:47 PM   #23
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Originally Posted by parker65 View Post
the jeep would grow a mind of it's own and start lifting or lowering at different ends or corners while at 70mph on the interstate.

Glad my gauges just stopped working.

So, went by the dealer to have a chat with the GM. As it turned out, the regional Chrysler Rep just happened to be at the dealership working on my case, so I had a nice sit down with him. I stated my case, he stated his. I was polite and reasonable, but firm. I got the impression I took him off his game a little. He seemed really fidgety and nervous. Just the impression I got. I negotiate contracts as part of my job, so I've gotten pretty good at reading people. Anyway, what we settled on is Chrysler will pay for the first 5 days rental, then if the case it not solved after that, I will pay for one day, then they will cover the rest for however long it takes. So, much better than the 50/50 the dealer was offering. Still a little strange why they would want me to pay for one day. I guess just to see how willing to work with them I was. I also got the impression he figured the part would be ready soon, since he had been lighting fires with the parts depot and the manufacturers.

So, while I still do't know when I'm getting my Jeep back, I at least have something to drive in the meantime.
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Old 03-07-2013, 02:33 PM   #24
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Glad to hear you got the rental worked out, and I can certainly understand your feelings towards Chrysler.
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Old 03-07-2013, 02:41 PM   #25
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...since he had been lighting fires with the parts depot and the manufacturers.

So, while I still do't know when I'm getting my Jeep back, I at least have something to drive in the meantime.
Sorry you're having problems, but parts-delays like this are common for all makes and it shouldn't be that way. There's no reason someone in corporate, a VP if customer service pushes it, couldn't call an assembly plant and pull an IP from their JIT parts bin. I've seen it done. A VP I worked with when I worked for one of the Big Three called a plant on behalf of a customer service request and literally had a transmission pulled at the plant and drop-shipped it overnight to a dealership 2000+ miles away. An IP should be a cake walk. Even though the plants run on JIT (just in time) if a few IPs are "used up" another pull signal goes out to send more; they aren't going to disrupt assembly, but they don't compute dollars for it that way so there you and the dealer sit -- waiting.

It sounds stupid, and it is stupid and shortsighted, but that's how the quarterly corporate bean counters think. The problem is they don't account for customer goodwill (i.e. they'll buy again) because there is no entry for that on the ledger nor any FASB rule either, so their "policy" is to let the customer out to dangle because helping that customer doesn't add a dime to the bottom line. The bean counters expect marketing's "smoke 'n mirrors" to bring customers back the next time when it's statistically a lot more effective to wow them at warranty time.
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Old 03-07-2013, 02:47 PM   #26
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Yeah, between the 3 recalls done on my Jeep, the fuel overflow issue fixed under warranty, now this. Not to mention my still unresolved steering clunk (to which I was told "We don't hear it, but if we did, it's not covered because you lifted your Jeep." which I have, 1 3/4 spacer lift) and my continued top leak that I just gave up on. All those issues, along with the numerous rattles, vibrations, and various other poor build quality quirks that people like to tell you "It's a Jeep, deal with it" as a solution for, I've had it. I can put up a lot for the simple joy of top down, doors off, go anywhere. But to put me through what this Jeep has is unforgivable. It's out of warranty this July, and I'm not getting stuck with repair bill after repair bill, and time lost at the dealer.
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Old 03-07-2013, 02:52 PM   #27
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Originally Posted by BManz View Post
Sorry you're having problems, but parts-delays like this are common for all makes and it shouldn't be that way. There's no reason someone in corporate, a VP if customer service pushes it, couldn't call an assembly plant and pull an IP from their JIT parts bin. I've seen it done. A VP I worked with when I worked for one of the Big Three called a plant on behalf of a customer service request and literally had a transmission pulled at the plant and drop-shipped it overnight to a dealership 2000+ miles away. An IP should be a cake walk. Even though the plants run on JIT (just in time) if a few IPs are "used up" another pull signal goes out to send more; they aren't going to disrupt assembly, but they don't compute dollars for it that way so there you and the dealer sit -- waiting.

It sounds stupid, and it is stupid and shortsighted, but that's how the quarterly corporate bean counters think. The problem is they don't account for customer goodwill (i.e. they'll buy again) because there is no entry for that on the ledger nor any FASB rule either, so their "policy" is to let the customer out to dangle because helping that customer doesn't add a dime to the bottom line. The bean counters expect marketing's "smoke 'n mirrors" to bring customers back the next time when it's statistically a lot more effective to wow them at warranty time.
You're dead on in my opinion. But, your first paragraph details what the regional Rep said he was there to do. He said he's going to find one, or get one made ASAP, and shook my hand on it. We'll see if he's worth his word.

The bean-counters don't account for just how much damage to a brand's reputation cases like this, and people with the proper motivation, can do.
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Old 03-07-2013, 03:22 PM   #28
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Originally Posted by Mr. Sinister View Post
The bean-counters don't account for just how much damage to a brand's reputation cases like this, and people with the proper motivation, can do.
^ this. Especially with the internet and forums like this! Most companies are coming around to the power of the internet when it comes to customer opinions and brand reputation, but some are more slow to react than others.
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Old 03-07-2013, 03:26 PM   #29
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I feel your pain I had a 99 300M with electrical gremlins and a bad AC evaporator. The issues varied and popped up at long enough intervals to prevent me from going the lemon law route. Unfortunately for me, Chrysler makes vehicles I like better than the competiton. So here I am owning one again. This one has been good.

This thread is exactly why I pay attention to rating of defects per 100 units for quality that consumer reports and other sites report. If manufacturer A has defects of 10 per 100 vs manufacturer B having 20 per 100, you are doubling your chance of defects with manufacturer B. Then again you could be 1 out of 80 with no problem from the same manufacturer B.

People diss consumer reports or other sites out of love for their vehicle and their choice. However those defects are facts and Chrysler and Fiat do not rank well as others. All manufactures have defects but you want the odds in your favor when buying something in the $30 to 40k. A owner that has a good one doesn't negate the fact that others didn't. Here is a link to current ranking per defect. Notice where Jeep is.

Most Dependable Manufacturers - Cars.com
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Old 03-07-2013, 09:56 PM   #30
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You want to believe that you read more about defects on dedicated websites like this. That people will post more when they're displeased. Well, I've been a member here and posted enough to know that there are more threads here about people having trouble with their Jeeps than any other model or brand specific forum I've been a part of, and that's quite a few. As I said before, you will put up with a lot because you love your Jeep so much, but I'm curious what people would say if they look at their ownership experience objectively. Personally, I don't feel Chrysler is doing right by the Wrangler. But that's just what my personal experience has taught me.

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