Had a poor experience during accident repair: Jeep dealer apologises

The GM conveyed that both, their Managing Director and the brand itself were concerned by the negative customer experience I had highlighted.

BHPian enj0y_ride recently shared this with other enthusiasts.

I had shared my experience regarding the Jeep service following an accident recently. Unfortunately, the experience was subpar then, due to extensive delays and issues with the service quality.Following my post on Team BHP, I received a call from my dealer in Kochi. They expressed interest in addressing my concerns and requested a meeting with their General Manager. They were ready to schedule the meeting according to my preferences of date and location. Given the proximity of my workplace to their service center, I agreed to meet there. I had a hunch that this was a response to my Team BHP review.

At the designated time and date, I met with their GM. He began by acknowledging that he had read my post on Team-BHP. He conveyed that both their Managing Director and the brand itself were concerned by the negative customer experience I had highlighted. He took full responsibility for the problems I had encountered and extended a sincere apology. I recognized that this was a fair step, knowing that some of the issues were beyond their control, such as delays in invoicing and parts shipment, which were shortcomings on Jeep’s end. Even the battery problem I had mentioned stemmed from an engineering oversight – a failure to upgrade the battery in line with the vehicle’s enhanced features.

During our discussion, I raised my concerns, and he shared the challenges they had faced internally due to staffing shortages and changes in key personnel. He assured me that he had personally taken charge after receiving such feedback and was confident in their ability to enhance service quality and customer satisfaction. He mentioned they are keenly following articles on Team BHP, including those discussing the Path Ahead of Jeep in India, and found them highly relevant. He hinted at compensating me for the inconvenience I had endured, although I hesitated to accept, as I believed this could potentially compromise my ability to offer constructive criticism in the future.

We causally engaged in conversations about future launches, with no ground-breaking surprises. He mentioned about petrol variant re-launch within a year, as well as plans for a 4xe lineup in 2025/26. They too were heavily impacted due to pull back of petrol as it accounted for more than 45% sales and the % kept growing. He shared optimism about Jeep’s new management taking the product roadmap seriously, a sentiment that resonates with many of us who hope such brands continue to thrive in India.

Overall, the gesture was positive, and I’m optimistic that they will follow through on their commitment to an improved customer experience.

I left with a positive impression, bolstered by some enjoyable drives I’ve had in my car after the service ordeal.

Long highway rides like the one below, where I’ve had the chance to maintain triple-digit speeds for extended stretches, bring immense joy to every Compass owner.

However, one issue remains unresolved. The sunroof occasionally develops a rattling sound, especially in hot weather conditions and when navigating ramps shortly after starting. I brought up this concern during my visit to their service center to meet the GM. Unfortunately, as is often the case, the issue didn’t occur when I brought the car in and when they took the test drive. Nonetheless, the service team attributed it to the hardening of rubber beadings due to weather conditions and applied lubrication. The rattling hasn’t gone completely ( and comes back occasionally ).

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