For all the hope, hype and hurrahs this vehicle might garner, Jeep had better knock it out of the park when it comes to their stated customer promises. They hold the line there, then they truly will be a force amongst the competition. But oh boy--if they come half-stepping, it'll be an early death of a once great champion (in its previous life).
I for one am pulling for their success.
If their concierge phone line is any indication... then don't hold your breath (the people I talked to on the phone knew far less about the GW than I did and they had zero resources to help them do their jobs.) My expectations are VERY VERY VERY low. Ford is having dealers build entirely new mini dealers for the freaking Bronco (why in the world didn't Jeep do this for the GW?????) GM has their pretty amazing online "Cadillac Live" showcase for Cadillacs (it really is live, 1:1 and really quite impressive, I used it when purchasing my Escalade because I couldn't find one on the lot.... Jeep needs to do this NOW... it would have sold so many more Wagoneers if you could virtually interact and ask questions the way you can via Cadillac's experience. (it is sort of like being at a car show, you have a produce expert (a real person) is you are video chatting with, a camera person follows them around, they show you whatever car you want, you can ask to see features, see how something works, etc. It is really quite impressive.)
Sorry.. but in the end I think anyone with a GW driving in to my crappy local dealer for an oil change is going to get the exact same service I received with my Durango SRT and Jeep SRT... which was a very crappy experience. I also had a Wrangler with Jeep Wave which included a free loaner for service work for 2 years, my dealer had no idea what I was talking about and refused to even entertain the idea of a loaner. I made them look it up and eventually they say that I was eligible and handed me the keys to a very used Jeep Patriot with manual roll down windows. I bailed on my GW order and went with the Escalade for two simple reasons: I know I will have a good service experience at the Cadillac dealer (I don't think it will match the amazing Audi service I am used to... but I will give it a shot) and 2) As much as I love the 6.4L (both SRTs had that motor) I really wanted to go back to a diesel, and I was able to get that in the Escalade. I really(REALLY) hope Jeep proves me wrong and they somehow force dealers into premium service for the GW customers, but I decided to wait it out a bit (and hopefully they drop a diesel in as an option down the road.) Hellcat and Trackhawk customers spent $100k on their cars and they get terrible service. I will say that some of this is regional. I live in a big metro area (Seattle) and ALL of the Jeep dealers are old, crusty, tiny, and just awful. I know that there are some places (Ie: Scottsdale where I am originally from) that have new big clean Jeep dealerships with modern service shops, etc. The dealers around me have zero intent in modernizing their shops or showrooms and they have proven that over the last 30 years.