Has anyone had good dealing with there “concierge”? Mine is as useless as they come and today i finally had to tell him to not contact me anymore. His only ever response is “contact your dealer” for anything i have asked him about. So whats the point of having them. Save a guy a few $$$ on sale price and be rid of the concierges all together.
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Concierge
- Thread starter Tgifarms
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FamilyTruckster
Well-known member
Mine tried to reach my dealer, but never did, so it was pointless. Dealer flat out of ignored them lol
My dealer told me mine was an ovnoxious ass to him. I told him today to no longer call me. Guy shouldnt be in customer service at all.
Costa
Well-known member
Sounds like the two of you had the same person. DM that name to @WagoneerCxSvc so Kate can use that feedback to get rid of the guy. Only takes one bad apple to spoil the basket.
My dealer told me mine was an ovnoxious ass to him. I told him today to no longer call me. Guy shouldnt be in customer service at all
my dealership takes very good care of me. In the last 10 years i have purchased 8 vehicles from them. There service is top notch. My concierge is there for a paycheck and could care less about service.
Dahammer
Well-known member
Nobody (you) should be treated like that at all.
My salesman's words to me were, call me if you ever need service for your vehicle. I'll take care of it or point you in the right direction.
FamilyTruckster
Well-known member
Conceirge is a marketing joke. They have little to no leverage over a dealership.
Costa
Well-known member
I guess I'm a half full kind of person. I've seen a lot of solutions aided by WCS on this forum. Are they perfect or completely staffed with 100% 10 year experienced people, no. No company is as they grow, stand up new services, etc. I know that from first hand experience many times over in standing up Customer Services groups, as you grow things happen. You adjust by training, discussing negative experiences with the customer, etc. to help newbies. Also builds a basis for helping those that are not in the right job for them find new places to work.
I can understand the frustration that happens when it is 'us'. I also know that nobody wakes up every day and says, "How can I piss off people today and fail at my job?". 🤔
Knowing you love your GW as you've said on this site, if you have a WCS experience that is negative maybe get that into them by DM'ing the group here, or better yet, pick up the phone and provide feedback via a supervisor or manager. They want to make the service better, it's their job to do so. Give them a chance to know who needs training, find out what dealerships, which are independent businesses, aren't following what Stellantis has directed be done for Wagoneers. Stellantis has a LOT of leverage over the Dealership, like not supplying them any allocations of Wagoneers, or if it gets bad, other brands too. Not a fight a business person wants to have, ticking off the supplier of the products you sell to make a living. 😁
Just my $.02, now at $200 adjusted for inflation this year.
Here the deal - we got sold a load of CRAP!
Start with:
Christian.Meunier@stelantis.com (CEO)
and then his assistants:
Steve Stander
Customer Care & Experience
Office 586 274 8086
Mobile: 586 202 8727
Steve.Stander@Stellantis.com
This is beyond acceptable and a class action suit is likely brewing. The failures are too egregious.
Start with:
Christian.Meunier@stelantis.com (CEO)
and then his assistants:
Steve Stander
Customer Care & Experience
Office 586 274 8086
Mobile: 586 202 8727
Steve.Stander@Stellantis.com
This is beyond acceptable and a class action suit is likely brewing. The failures are too egregious.
GWDailyDriver
Well-known member
Let's remember that it's a first year model and an entirely new class/market for Jeep on top of being during the tail end of the pandemic/supply chain circus coupled with all the craziness in the job market.
I'm surprised they launched this past year to be honest. But if you think it's bad now, wait until the Taiwan invasion knocks out a third of global chip production next month, or the end of this year when the loss of the dollar reserve currency status drops the purchasing power of the USD by 90%. We'll yearn for the days where less-than-exceptional luxury car service was our biggest worry
(I'm a glass half full but it's the apocalypse kinda guy)
I'm surprised they launched this past year to be honest. But if you think it's bad now, wait until the Taiwan invasion knocks out a third of global chip production next month, or the end of this year when the loss of the dollar reserve currency status drops the purchasing power of the USD by 90%. We'll yearn for the days where less-than-exceptional luxury car service was our biggest worry
(I'm a glass half full but it's the apocalypse kinda guy)
Costa
Well-known member
4Q21 - >7500 Wagoneer/GW sold. How many impacted customers on this forum? Less than 20 last count. If one is you, that's all that matters, I know. Problem: Always jumping to a lawsuit that only makes Lawyers rich, helps no one but the lawyer. We all get screwed even worse. Why? Because money gets reprogrammed from Services to the lawsuit, just for paying lawyers not fixing the problem. Makes it worse. Ever get that $1.50 postcard from prior lawsuits worth billions? Yes, that's all that happens at this scale.
Being firm, pushing back with real data/info by any means, yes. Let's do it, let the management know what the front line may be afraid to do (depending on company and/or country culture), absolutely needed to get fixed. Only way to find out if the approach taken to let all Dealers, who own their own businesses, to lead the promises they all signed up for and actually execute works. Let them all participate year one, cut out the bad ones going into year two of the new product launch.
Steve does need to resolve satisfaction issues with those customers who brought issues up and were persistent. In addition give them added benefits, fiscal or otherwise, to turn it around. Those are all things Steve Stander needs to do. To do that I'm glad you put that info in this forum. He needs to hear from us, without attacking, just laying out facts (which in themselves are really bad enough). We should all do that so Steve realizes what a mess it has been so far. It may get him added budget to fix the relationship issues, change incentives in the contract w/Dealerships, etc. What they can't do in Customer Care and Experience: fix bad supply parts or Engineering. They can put the pressure on that peer group, especially with all the customer feedback to give him a bigger stick.
Dahammer
Well-known member
Customer services phone support varies by industry and manufacturer. Now whether mgt listens in on every call and provides feedback to employees at the end of the day is unknown. If you got bad service after the call, dial again asks for an mgr to speak with; if they tell you we don't, then find out how to contact one before you hang up. If you still don't have any luck, then use GOOGLE looking for a corporate office/President Help Line if they have one. Generally, a switchboard operator can direct your call to the department that best handles your complaint.
When you have a grievance, you need facts in complete detail. THE WHO, THE WHAT, THE WHERE, THE WHENS.
And that includes filing any lawsuits also.
Saying I was ROBBED doesn't work without DETAILS.
As @Costa said before, the only ones who make out are the attorneys in the long run.
When you have a grievance, you need facts in complete detail. THE WHO, THE WHAT, THE WHERE, THE WHENS.
And that includes filing any lawsuits also.
Saying I was ROBBED doesn't work without DETAILS.
As @Costa said before, the only ones who make out are the attorneys in the long run.
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Hotdogsrnice
Well-known member
I haven't needed to contact WCS, the service manager at my dealer knows the deal and has done well. The dealer and service are separate, he even put pressure on the dealer manager to give me an appropriate loaner the one time I needed it.
Oh my service manger at dealership and the dealership have been unreal and are unreal. But they have this “concierge” who were supposed to call when problems arise (and i have had a lot of problems in 2 months. Bcasically anything that can go wrong with the Wagoneer is going wrong from warped windshield to bad battery to power mirrors not working to name a few) and the guy is terrible. My service guys are dealing with it amazingly. We know there is growing pains but dealing with bad customer service after paying a premium for the vehicle is ridiculous. Like i said they should lower the price of the thing and get rid of concierge all together and let the dealer deal with it. This concierge giving my service guy the gears and being obnoxious to him was a no go either in my eyes.
Costa
Well-known member
Sounds like an individual dealer thing then, not Wagoneer Client Services. Wow, if that's the case the dealership is wasting money.
Dahammer
Well-known member
I guess the service mgr didn't like the heat in the kitchen.
Dealership sales staff F up! Sales should have reached out to service when that vehicle arrived. iI should have been checked over by the service and done any necessary updates before being displayed. PLUS, that battery should be checked and, if necessary, charged up. Some dealerships go cheap on maintaining vehicles while on the lot.
The dealership should have refused delivery with a defective vehicle and sent it back. But they stuck it on you, and you have to deal with it.
That type of S**T gives a BAD rep to all the good guys and gals in other dealerships' sales and services.
I'm sorry that happened to you.
I am not sorry. This isnt a blasting of the dealership post. My dealership experience is top notch hence why i have bought 8 vehicles in 10 years from the same place. Treated like family. But when you hear from Wagoneer Concierge before your pre-ordered vehicle comes in you kind of hope the same service extends to when your vehicle arrives. Definitely was not the case. I may have had better luck with a different concierge but this particular gentleman shouldnt still have a job in customer service.
How is this a individual dealer thing when i have stressed that they have been top notch? If they werent incredible i would buy vehicles elsewhere. There is a reason i have bought 8 from them in 10 years!