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Original Comment This is an account of a personal experience to the lack of caring or training in customer service. The poor sense of responsibility and compassion from the person that took a job to serve the public. <br /> I have a 2021 Jeep Cherokee Trailhawk with 33137 miles on it. This is my second Jeep Trailhawk and I love the vehicle. <br /> My wife and I live near Phenix Arizona. We left Arizona traveling to the upper UP of Michigan. We made it to Santa Rosa New Mexico when our Transmission went out. We had to be towed two hours to Amarillo Texas. We have AAA and were told we had to go to the closest Jeep dealer, which was Texas Dodge, Chrysler, Jeep and Ram in Amarillo Texas.<br /> After the dealer diagnosed our jeep, they said we had a broken P.T.U. (Power Transfer Unit) on the transmission. The service advisor (Ivan) said it will be several months before the part is available.<br /> As my wife and I stood there in shock another employee who looked like a manager came up and asked us what's going on. Along with our service advisor we explained our situation to him. Thinking he was a manager and there to help us. His suggestion to help our situation was (can I interest you in trading your car in?). He was a salesman and made us feel like he was there to benefit from our misfortune. <br /> We said our jeep is a 2021 with 33000 miles and paid for. The repair is all under warranty. I do not want a new car; we just want ours fixed!<br /> After my wife and I calm down. I asked our service advisor, with all the dealers in the United States doesn't anyone else have the part.<br /> Our service advisor (Ivan) talked to his service manager about this and together they looked up the part. They found 46 other Jeep dealers with the part but told us the other dealers would not give the part up in case they need it. I thought this was totally ridiculous. I said we need this part they don't! They should give it to the dealer that has a customer for it. They said it doesn't work that way.<br /> Ivan our service advisor then did say they found a dealer in New Mexico that has one on hold for a customer but has not confirmed he will use it. The dealer said they must wait a week to see if he is going to have his vehicle fixed. If he does not fix his, we may be able to have it. If this part does not become available to us, our dealer has no idea when our Jeep can be fixed. <br /> This all happened on the Wednesday before Memorial Day. We asked what we should do or was there anything we could do to help this along. The dealer could not give us an answer. We said we will get a hotel near by and wait and please keep us informed of what is going on.<br /> Everyday I called to see if there was any news on the part. Our service advisor said no, he had to wait a week to see if the part would become available. I asked Ivan if he could call them and see if anything can be done to find out if we can get the part. Ivan said no we have to wait.<br /> By Friday I could not just sit by and wait any longer. It was obvious our service advisor was not going to do anything to help move this process along. So I called the dealer in Washington state where we bought our Jeep from to see if they had the part. They did not.<br /> I then called the parts department from dealer which our jeep was at and talked to a very nice and helpful Angela. I told Angela my predicament, about being stuck here in Texas and coming from Arizona. I then told her that our service advisor said there were 46 of these PTU's at other dealers. Angela said yes it looks like there is, but they are only allowed to deal with a certain group of dealers. I asked her if I could have that list and call myself. She said I could try and gave me several dealer names. <br /> I first called the dealer in Albuquerque NM. This was the dealer that had the part on hold for another customer. I told them our predicament and asked if there was anyway to see if that customer was going to use the part. They said it would be no problem for them to call the customer and ask him if he was going to have his jeep fixed. Which it turned out he did want his fixed and the part was not available. <br /> I then called an Oklahoma dealer which the part was no longer available. The third dealer I called Huffines Chrysler Jeep in Lewisville Texas had the part. The parts tech Rodger said it just became available. Rodger was so helpful in getting us this part. Rodger said have the Texas dealer call him and he will get it shipped out.<br /> I then called the parts department of the dealer which has our jeep and asked them to call Rodger at Huffines Chrysler gave them the phone number and asked them to order the part. I also called our service advisor, gave him the dealer name, parts rep's name and phone number and asked to please make sure someone orders this part before someone else asks for it. In the beginning of this I was told hundreds of vehicles were trying to get this part. That is why the long back order, and I did not want to lose it. <br /> I waited a little over an hour and then called Rodger the parts rep at the Lewisville dealer to see if my dealership has called. Rodger said no one has called.<br /> Needless to say, I was a little upset. I called Texas Chrysler parts department. No answer, leave a message. I called Ivan our service advisor. No answer, leave a message. I drove to the dealer in my rental car that we had to lease, because they do not have loaners. I wanted to find out why no one ordered the part.<br /> Now walking to the parts department my wife and I ran into the sales manager, at least that is what it said on his shirt. He said to me, you look upset can I help you. I explained my situation. The sales manager looked at me and said have you thought about trading your car in. I said it is a 2021 with 33000 miles and it's paid for. I just want it fixed. My wife pretty steamed, said she was calling the local news and see if they can offer any help. The sales manager was only concerned about the dealers reputation said, we pay them a lot of money. They better not come here and say anything bad about us.<br /> The sales manager showed little concern but said let me see if I can help. We walked with us into the parts department. He said this guy behind the counter can help you and left.<br /> I asked if he was the parts manager. He said no but could help. I told him that over an hour and a half ago I called and told a person in the parts department that I found an available P.T.U. I gave them the name of the dealer, the person to talk to and the phone number. They just need to call and order it. No one did, why not?<br /> He proceeded to tell me they are very busy and his department was working had to find the part for me. The parts rep said they were waiting on the part which was on hold. I said you were not going to call about that part for another 5 days the Wednesday after memorial day. He said yes that is what we were told. <br /> I told him I called that dealer and ask if it was possible to check if it was going to be available or not. They said sure they would call the customer. Turns out the customer wanted the part. I asked why is it I could get that done and not your parts department and then call around and find one that was available? He could not answer me. I stood there while he ordered the part before I left. When we were back in the car, we called the Lewisville dealer just to make sure it was ordered. It was.<br /> This was the Friday before Memorial Day. Now we have to wait until Tuesday after Memorial Day before the part gets here.<br /> It is now the Tuesday morning after Memorial Day. We have been stuck in Amarillo Texas for 7 days about 700 miles from home 1350 miles from our destination and no one from Jeep or the dealer is calling us with any information. On Thursday May 25th I call Jeep customer service and was given a case manager to help me through this process. She called me once to ask why the dealer did not order the part and who was the service advisor. I call her several times every day and never heard from her.<br /> I waited until after 10:00am on Tuesday. Since I did not here from the dealer which has our car, I call Rodger at the Lewisville dealer parts department to see if he had a tracking number on the part. Rodger looked it up and said it was delivered to the Texas dealer around 9:20am that morning.<br /> I called Ivan my service advisor to see if he knew it was there. Ivan said did not know. He put me on hold and went to check. Ivan came back to the phone and said yes, it is here, and he told the service technician to get started on or car.<br /> Today it is Wednesday May 31. Been here in a hotel for 8 days. Ivan our service advisor called this afternoon with an update on our car. Still working on it and hope to have it done by tomorrow afternoon. <br /> Thursday morning June 1st around 10:00am. No news yet, fingers crossed.

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