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Discussion Starter · #1 ·
Park sense error message - "failure, take to dealer." Dealer says that bracket that holds sensor to rear bumper came loose. He claims that the bumper was modified when another Jeep dealer installed factory hitch and that that dealer messed with the bracket and that is why it fell off. I can see no evidence of that. Looks to me like bracket was originally thermally bonded to bumper and the bond failed. The car has only 2300 miles on in and is under Warranty. Dealer who is working on sensor issue will not do work under warranty, claims I need to take it to dealer who put on the factory hitch - which is too far for me to drive. Customer Care says the dealer that I refused Warranty needs to take pic of the part and send it to Jeep Warranty dept. He no longer has the part, so can't. I have the part but they won't allow me to send it in. People who put in the hitch could care less
JEEP CUSTOMER CARE SUCKS. Jeep dealers suck. Warranty means nothing. Everybody is pointing fingers. SOMEBODY AT JEEP IS RESPONSIBLE. I BOUGHT A NEW JEEP, HAD JEEP INSTALL THE JEEP HITCH. SENSOR FALLS OUT AFTER 2300 MILES. THEY WANT TO CHARGE ME OVER $500 FOR A NEW BUMPER TO FIX SOMETHING THAT SHOULD BE COVERED BY WARRANTY. THERE HAVE BEEN MANY OTHER PROBLEMS, ENOUGH TO LEMON LAW THE CAR.
IDEAS ON WHAT TO DO BESIDES NEVER BUYING A JEEP AGAIN??? WOULD RATHER NOT GO THROUGH LEMON LAW. SMALL CLAIMS COURT?
 

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Park sense error message - "failure, take to dealer." Dealer says that bracket that holds sensor to rear bumper came loose. He claims that the bumper was modified when another Jeep dealer installed factory hitch and that that dealer messed with the bracket and that is why it fell off. I can see no evidence of that. Looks to me like bracket was originally thermally bonded to bumper and the bond failed. The car has only 2300 miles on in and is under Warranty. Dealer who is working on sensor issue will not do work under warranty, claims I need to take it to dealer who put on the factory hitch - which is too far for me to drive. Customer Care says the dealer that I refused Warranty needs to take pic of the part and send it to Jeep Warranty dept. He no longer has the part, so can't. I have the part but they won't allow me to send it in. People who put in the hitch could care less
JEEP CUSTOMER CARE SUCKS. Jeep dealers suck. Warranty means nothing. Everybody is pointing fingers. SOMEBODY AT JEEP IS RESPONSIBLE. I BOUGHT A NEW JEEP, HAD JEEP INSTALL THE JEEP HITCH. SENSOR FALLS OUT AFTER 2300 MILES. THEY WANT TO CHARGE ME OVER $500 FOR A NEW BUMPER TO FIX SOMETHING THAT SHOULD BE COVERED BY WARRANTY. THERE HAVE BEEN MANY OTHER PROBLEMS, ENOUGH TO LEMON LAW THE CAR.
IDEAS ON WHAT TO DO BESIDES NEVER BUYING A JEEP AGAIN??? WOULD RATHER NOT GO THROUGH LEMON LAW. SMALL CLAIMS COURT?
Hi Don Korn,
I am sorry to hear about your experience and certainly understand your frustration. If you would like us to look into this further for you, please send us a private message with your VIN and/or case number.
Alex
Jeep Social Care Specialist
 

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Discussion Starter · #3 ·
Thanks Alex. I prefer not to go "offline" with a private message, but to keep this discussion in front of people for all of our benefit. I applaud this forum for allowing such discussions because it provides its members with the leverage of transparency in dealing with their issues with manufacturers and dealers. Thank you.
An update - mainly good news.
I spent almost two days researching the construction of the failed parts, the new car warranty as it applies (or doesn't apply) to additions to the car especially if those additions are factory parts (Mopar), such as, in my case, a hitch. I did learn that the Jeep hitch manufactured and sold by Jeep, does not come under the same warranty as the new car warranty. But it does have its own warranty, two years (for some parts less or more) for the hitch and the associated parts for the hitch install. The dealer (who installed the hitch) said one year. You can fight that, and I did fight it because the hitch was 1 1/4 years old. The warranty covers those factory parts if they are installed by a dealer. I was told that even if the car was sold with the hitch and the hitch was installed at port of entry as is often the case these days, the warranty is not the new car warranty, but the part warranty.
I convinced Jeep Customer Care that one of the parts installed for the hitch installation was a new bumper and the failure of the Park Sense system was because the bracket on the new bumper that holds the sensor failed. It was a tough argument that was had with multiple Customer Service personnel but this morning they finally understood that I was correct. Many people at Jeep said I needed to take the car back to the dealer that installed the hitch. I pointed out that is not what the Mopar parts warranty states. You can take it to any dealer. I choose to use Cape Coral Jeep who has been golden through this process. After Customer Service decided that I was right and they would authorize a warranty repair I got a call from the installing dealer welcoming me back to get the car fixed. Of course, he and two others at that dealership had never even bothered to return my call when the problem first was identified. I chose Cape Coral Jeep.
The part has been ordered. I will follow up with this forum to let you know the final outcome.
 

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Discussion Starter · #4 ·
Hi Don Korn,
I am sorry to hear about your experience and certainly understand your frustration. If you would like us to look into this further for you, please send us a private message with your VIN and/or case number.
Alex
Jeep Social Care Specialist
ALEX, I would like your help please. The latest is that Jeep Customer Care, Megan out of the Ft. Myers office, called me a few days ago to tell me that the needed part was in and to make an appointment to have it installed. I called her back to make sure I had the correct dealership to go to. She told me Cape Coral. I am not sure why she called me rather than the dealer. I don't know if the dealer ordered the part, or she did. I made an appointment for yesterday and was told that they, Cape Coral, got the part in but it was the wrong part. Another wasted day. They told me that Customer Care told them that I needed to go to the installing dealer (contrary to Mopar parts warrantee policy) to have it fixed. Please know that the last problem I had with my Renegade was a 5 week episode with faulty radar sensor and Jeep Customer Care told me that for future needs, go to Cape Coral, they were the best in the area.
It is not clear to me who ordered this latest part and why it would not work. I called Megan. She then told me that Cape Coral could/would not fix the issue and I needed to drive back to the installing dealer, Naples Jeep. When I questioned her on why this 3rd attempt at Cape Coral failed, who ordered the part, what was the part (so that I could try to avoid the same thing happening again, she was very rood, would not allow me to talk, and seemed very confused on the whole issue. I immediately cancelled all of my appointments and took the car to Naples. It is sitting down there waiting for I'm not sure what. The Naples service people were very nice (as was Cape Coral) but said they need to research the issue. They looked at the sensor bracket that feel off and admitted something went very wrong. I drove back home to contact Customer Care and ask what the heck is going on with parts breaking, being sent all over SW Florida for fixes, etc. I was told that Megan was not longer available because she closed out the case. Closed out the case? Nothing is fixed. I don't have access to my car, etc. I asked for the case to be reopened or a new case number to be generated. I was told NO. I protested, asked for a supervisor, was told a supervisor would call by the end of the day. NONE DID. My closed out Case # is 59358185. Please open up the case again OR create a new case AND tell me what the heck is going on. I also want to know what part number they tried and why it didn't work.
BEWARE PEOPLE WHEN WORKING WITH JEEP CUSTOMER CARE.
 

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ALEX, I would like your help please. The latest is that Jeep Customer Care, Megan out of the Ft. Myers office, called me a few days ago to tell me that the needed part was in and to make an appointment to have it installed. I called her back to make sure I had the correct dealership to go to. She told me Cape Coral. I am not sure why she called me rather than the dealer. I don't know if the dealer ordered the part, or she did. I made an appointment for yesterday and was told that they, Cape Coral, got the part in but it was the wrong part. Another wasted day. They told me that Customer Care told them that I needed to go to the installing dealer (contrary to Mopar parts warrantee policy) to have it fixed. Please know that the last problem I had with my Renegade was a 5 week episode with faulty radar sensor and Jeep Customer Care told me that for future needs, go to Cape Coral, they were the best in the area.
It is not clear to me who ordered this latest part and why it would not work. I called Megan. She then told me that Cape Coral could/would not fix the issue and I needed to drive back to the installing dealer, Naples Jeep. When I questioned her on why this 3rd attempt at Cape Coral failed, who ordered the part, what was the part (so that I could try to avoid the same thing happening again, she was very rood, would not allow me to talk, and seemed very confused on the whole issue. I immediately cancelled all of my appointments and took the car to Naples. It is sitting down there waiting for I'm not sure what. The Naples service people were very nice (as was Cape Coral) but said they need to research the issue. They looked at the sensor bracket that feel off and admitted something went very wrong. I drove back home to contact Customer Care and ask what the heck is going on with parts breaking, being sent all over SW Florida for fixes, etc. I was told that Megan was not longer available because she closed out the case. Closed out the case? Nothing is fixed. I don't have access to my car, etc. I asked for the case to be reopened or a new case number to be generated. I was told NO. I protested, asked for a supervisor, was told a supervisor would call by the end of the day. NONE DID. My closed out Case # is 59358185. Please open up the case again OR create a new case AND tell me what the heck is going on. I also want to know what part number they tried and why it didn't work.
BEWARE PEOPLE WHEN WORKING WITH JEEP CUSTOMER CARE.
Hi Don Korn,
After looking into your case, I can see that it has been reopened. If you do not hear from someone within the next two business days, please let me know!
Alex
Jeep Social Care Specialist
 

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Discussion Starter · #6 ·
You are correct. I called the next day after writing my previous thread and asked again for it to be reopened with a different lead person from Jeep.
Perhaps you can answer a question. If I order a "genuine Mopar" part from any of the dozens of websites that say their parts are genuine Mopar, does FCA recognize those as Mopar parts? Or are all of those counterfeits. The part numbers seem to be the same no matter which website you order from. And the few sites that I have contacted claim they are truly Mopar parts. Although nobody at Jeep dealers or Customer Care will tell me why there is an issue with my car, I think it might have to do with the Jeep dealer using a "genuine Mopar" part that might not have come through the FCA distribution channel.
Thanks, Don
 

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Discussion Starter · #7 ·
Alex,
Nobody called me. It has now been Friday, Saturday, Sunday, Monday, Tues, Wed, and part of Thursday. Much more than two business days!!. You guys are now zero for 5.
Do you even get embarrassed by telling customers that somebody will call back within a specified time?
 

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Discussion Starter · #8 ·
Alex,
So I called Customer Care yet again and they said that I shouldn't expect to hear from anybody soon because the issue has been elevated to a higher level and the higher level people take much more time to get back to you.
I HAVE GIVEN UP ON JEEP CUSTOMER CARE. YOU GUYS DON'T KEEP YOUR PROMISES AND SEEM TO CAUSE MORE TROUBLE AND AGGRAVATION THAN IT IS WORTH. I am 75 years old, maybe in my lifetime I will get a response????????
 

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Alex,
So I called Customer Care yet again and they said that I shouldn't expect to hear from anybody soon because the issue has been elevated to a higher level and the higher level people take much more time to get back to you.
I HAVE GIVEN UP ON JEEP CUSTOMER CARE. YOU GUYS DON'T KEEP YOUR PROMISES AND SEEM TO CAUSE MORE TROUBLE AND AGGRAVATION THAN IT IS WORTH. I am 75 years old, maybe in my lifetime I will get a response????????
Hi Don Korn,
I really do apologize that you have not been contacted. I have notified my team lead and he is looking into this further for you.
Alex
Jeep Social Care Specialist
 

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Discussion Starter · #10 ·
ALEX,
Pls don't bother. After 5 visits to Jeep service departments it is finally fixed. My wife lost access to her car for 10 days. I have requested the case to be closed since I don't want to waste any more time on it. I have asked for the original case manager Megan, out of the Fort Meyers office, to contact me for my feedback on the process. I don't think she will respond, but if she would, I would do my best to make it a constructive conversation. And of course the new case manager, Mark, has never bothered to contact me.
 
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