I was pulling out of my driveway and the car stopped and would not turn over. Then I proceeded to wait 6 hours for the tow truck that was suppose to come at 7am. I called Jeep customer care. I told them I wanted a rental car or a loaner, they were unwilling to. They said I needed the extended care package which is complete bull sh*t for a car under the bumper to bumper warranty.
It is very disappointing to have a fuel pump quit working on a brand new $58,000 Jeep Grand Cherokee that is only 6 months old with less than 6000 miles on it. To add insult to injury, I was over 400 miles away from home when it happened.
This incident occurred on a Thursday. The best case scenario is the Jeep may be fixed by a Jeep dealer the following Monday since the replacement part had to be flown in from CA.
I had to rent a car at my own expense and drive home due to previous commitments that I needed to keep. I will have to drive another 800 miles round trip when the car is repaired to pick it up and return back home.
Update from Nov 7, 2016: The vehicle repair was completed the following Tuesday. In the meantime, I had traveled 400 miles back to my home, as I noted earlier.
Jeep agreed to transport the vehicle back to me saving me an 800 mile round trip to pick it up and return home. However, that process took a week once the vehicle was running again.
Jeep reimbursed me for the rental car expense. Their check arrived with 10 days of me submitting the rental car receipt.
All, in all, Jeep tried to make fuel pump failure right. However, the group that does this type of customer care is very thinly staffed, with seemingly a lot of turnover and at times I thought communications was difficult about the status of my vehicle.
Update from Nov 29, 2016: The engine malfunction light has come on twice since the fuel pump replacement. The first time I believe the dealer just reset the light hoping the problem was resolved.
Within a couple of weeks, the light came on again and the car was not running as smooth as it should be and the mileage dropped. Yesterday, they found a evap leak from over the fuel tank. The recirculation hose was loose from rollover valve creating a gross leak from evap module and no ESIM closure. (These are the tech's words.) They reinstalled and secured the hose and reinstalled the gas tank. The Jeep does seem to be running better, at least on the way home last night.
So to recap, a fuel pump failure while on an out of state trip. Repaired but not fully which required two more trips to my local dealer to resolve. It is sure cheaper do the repair right the first time, which this instance proves.
FCA and the other Detroit Three have come a long way since the dark days of 2008-2009 but service still needs lots of improvement, IMHO.
- sparks7955,
Clarkston, MI, US
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I was pulling out of my driveway and the car stopped and would not turn over. Then I proceeded to wait 6 hours for the tow truck that was suppose to come at 7am. I called Jeep customer care. I told them I wanted a rental car or a loaner, they were unwilling to. They said I needed the extended care package which is complete bull sh*t for a car under the bumper to bumper warranty.
- Justin P., Pine City, NY, US