The Cost of Losing Future Jeep Customers is Priceless
Recently, a friend came to me as a friend and a lawyer, and told me about her Jeep Grand Cherokee truck that she had been having some trouble with. It seems that on her 2005 model, the plastic door handles and panels began to crack and break off. I looked at the doors, and they were falling apart. The door handles were inoperable; she had to open the car by reaching out the window and using the outdoor handles. This was true for all the doors. An obvious safety issue came right to mind. I asked what she had done up to this point, and she gave me a stack of documents about 2-inches thick of unanswered correspondence to Chrysler and pages and pages of online complaints from hundreds of other Jeep owners experiencing that same problem.
I thought I could help, so I called the customer service number and left several messages without a returned call. Eventually, I was able to track down the customer care supervisor’s name and address. I drafted a letter to the gentleman and enclosed all of my friend’s documentation. I received a letter back in a timely fashion, but they said there was nothing they could do and said they were sorry. In response to that, I called a local Jeep/Chrysler dealership and spoke to a service manager who said they would be happy to fix the door panels, and they would accept a voucher from Chrysler. Armed with this information, I reached out to Jeep and explained that this could be an easy fix, all they had to do was send a voucher to the dealer (I even gave Jeep the dealer’s information.). Several days later, I received a letter back saying they were unwilling to do so. Who knows how many others will think twice about buying a Jeep after reading this blog. The cost of the fix? $1,500. The cost of future customers? Priceless.