Jeep’s rocky road

Herald Sun - Motoring - - CARSGUIDE CONFIDENTIAL - Twit­ter: @JoshuaDowl­ing

IT’S not only Jeep cus­tomers — such as the cre­ator of the hit YouTube video “I made a mis­take I bought a Jeep” — who are up­set with the com­pany’s cus­tomer ser­vice.

It turns out Jeep deal­ers are also un­happy with the sup­port they get from the car gi­ant, de­spite prom­ises there has been an over­haul of the com­pany’s cus­tomer care pro­cesses.

A top se­cret “dealer sat­is­fac­tion” sur­vey, which charts al­most ev­ery part of the car busi­ness, puts Jeep and as­so­ci­ated brands Fiat, Chrysler and Alfa Romeo at the bot­tom of the main­stream brands.

When deal­ers were asked about the “abil­ity to con­tact (the car com­pany) for as­sis­tance on cus­tomer in­quiries”, the Chrysler Jeep and Dodge brands were last of the main­stream brands and the jointly owned Fiat and Alfa Romeo mar­ques were sec­ond-last.

They also ranked last and sec­ond last to the fol­low­ing ques­tions: “that ev­ery ef­fort is made to sat­is­fac­to­rily and promptly re­solve is­sues raised”, “free and open com­mu­ni­ca­tion (with the car com­pany)”, “elec­tronic sys­tems con­nect­ing you to (the car com­pany)”, and, sig­nif­i­cantly, “help and guidance pro­vided to you on im­prov­ing the sat­is­fac­tion of your cus­tomers”.

Jeep deal­ers’ sat­is­fac­tion level with head of­fice on ser­vice and tech­ni­cal sup­port showed FCA brands were not only last and sec­ond last again but they also were sev­eral points lower than the next worst brands (Peu­geot and Jaguar). FCA brands also ranked low­est for parts and ser­vice sup­port, tech­ni­cal con­cerns res­o­lu­tion and war­ranty pro­cess­ing ef­fi­ciency.

If the deal­ers are con­cerned about their sup­port, how can they pos­si­bly help the cus­tomer?

No won­der the “I made a mis­take I bought a Jeep” film clip gar­nered nearly 2 mil­lion views in lit­tle more than a week.

Smash hit: Teg Sethi and brother Gee­traj Singh (lemon) with Sethi's Jeep, the in­spi­ra­tion for their YouTube video

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