2014 Jeep Cherokee Limited: Radio Replaced
March 26, 2015
Three weeks ago we took our 2014 Jeep Cherokee Limited in to address an issue with the Bluetooth. The problem was easy to repeat. Press the phone icon on the touchscreen and the system froze as displayed in the picture above. The repair was not as simple...
"I will order a replacement radio and call you when it arrives." Those were the parting words of our advisor at the first visit. She anticipated parts could take up to a week to arrive. We patiently waited seven days before calling to follow up. Unbeknownst to our advisor a Star case was opened regarding our repair and the radio order suspended.
Star is the next level of service techs beyond the dealership. The group is divided by region and usually only steps in for exceptions. Star felt that the dealership tech missed something during our first go-round. Our advisor asked us to return with the Cherokee so her tech could perform the diagnosis as outlined by Star. We did and he did. Same result. Another radio was ordered but this time with Star approval. Two days and a weekend passed before parts arrived. Installation was same-day.
This ranks as one of the stranger service experiences I've seen. I don't know if the blame rests with the dealer and our advisor or with another arm of the company, but there was a lack of communication someplace. The end result was a delay in our repair of nearly two weeks. That is unacceptable.
Total Cost: $0
Total Days out of Service: 2
Mike Schmidt, Vehicle Testing Manager @ 14,075 miles