blooddrive
01-03-2004, 08:38 AM
11988-12012 of 96475 | Previous | Next [ First | Last ] Msg # Date | Thread
11988 From: Chatfield, Mike <mchat@h...>
Date: Thu Aug 24, 2000 0:09pm
Subject: Fwd: Be warned of Bill Luke Chrysler service
Gentlemen,
Rest assured, I am one of the "300 closest jeeping friends."
mentioned in the letter below.
Hearing about service like this makes my decisions even easier
when it comes to shopping for a new or used car or for a service
department to take my car to if it needs repairs.
I can now scratch Bill Luke off of my goto list.
I hope the $38 diagnostic fee you charged to find a problem your
service department created while "fixing" this jeep was worth it.
Since I couldn't find an e-mail address for the General Manager online,
I CC'ed the Internet Sales guys to let them know that their service
manager is making their job to sell cars more difficult.
- Mike Chatfield
---------------------- Original Text -------------------------
I just wanted to share my 1st and only experience with Bill Luke
Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
the right place at the right time). I picked up the vehicle when it
was done (last Thursday) and on the drive home I noticed right away
that the air conditioning vents weren't working at all. As it was
rush hour traffic and I've got a friend with me I drove home hoping
the problem would fix itself. On Monday I called the dealership and
explained the problem and and that I was sure it was a result of the
original work. Tuesday I dropped off the XJ and waited for it to get
fixed. I was charged a diagnostic fee of $38 to determine that a
vacuum line was disconnected under the bumper. I explained to the
Service Advisor that that was a direct result of the original work
since the vacuum line *had* to be disconnected to remove the radiator
(they did remove the radiator).
On a side note, I did originally tell the Service Advisor that I
thought the new problem was a result of the airbag sensor recall
because they had to remove part of the dash to relocate the sensor.
I tried to explain to him that this new problem was a result of the
original work. The Service Advisor said he based his troubleshooting
(diagnosis of the vacuum system) on that fact and it had nothing to
do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
system did lead to finding disconnected vacuum line under the bumper.
So I got charged for diagnosing a problem that was created by
unfinished original work. Yesterday I got a call from Bill Luke for
a customer service survey. I explained (nicely) that I was unjustly
charged for the diagnostic fee and I will never spend another penny
at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
a vehicle from them unless I'm reimbursed the diagnostic fee. I also
explained that I wasn't expecting to get reimbursed, but if I did, I
would most likely use their services again.
I had a phone conversation with the Service Advisor today (he seemed
bitter that I gave him a bad survey) and he explained there was
nothing they would do (I'm sure this situation does happen
frequently). I again explained that I felt I was unjustly charged
and they would lose a customer over a $38 charge (I spent $560 on the
first service charge). He seemed fine with that. After that phone
conversation, I decided I would tell 300 of my closest AZ jeep
friends about my Bill Luke experience. The Service Manager has my
number, although I doubt I'll hear from him/her. It does surprise me
that a company would lose a customer over a charge this small - they
have a good chance of recouping that money within the next visit.
Definitely not now.
All in all, I am frustrated that I can't find a decent dealership to
do work on my vehicle. Just thought I'd pass along my experience.
Thanks for letting me rant a little. Maybe I'm way off base here,
but I don't think quality of service and customer service like this
should be tolerated.
Mike Chatfield
--------------------------------------------------------------------------------
ADVERTISEMENT
11989 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 0:25pm
Subject: RE: White Tanks cleanup headcount?
David,
Do the participants need to supply their own trash bags or are they being
provided by State Trust Land??
Thanks.......Stu
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
>-----Original Message-----
>From: david oboyle [mailto:davidoboyle@h...]
>Sent: Wednesday, August 23, 2000 20:54
>To: kermit@e...; az_vjc@egroups.com
>Subject: Re: [az_vjc] White Tanks cleanup headcount?
>
>
>The clean up is still on for the 26th...
>
>See everyone there..
>
>Dave
>
>>From: "Len Sullivan" <kermit@e...>
>>To: <az_vjc@egroups.com>
>>Subject: [az_vjc] White Tanks cleanup headcount?
>>Date: Sun, 20 Aug 2000 10:53:09 -0700
>>
>>Do we have a head count yet on the White Tanks clean up run? The
>last date
>>I remember was August 26th...next Saturday.
>>
>>The kids and I will be there. I don't think that my truck (or my bank
>>account) is quite up to the "Great Terminator ZJ Cleanup Carnage"
>runs yet,
>>but I can help with this one.
>>
>>Len
>>
>>
>>
>>
>>
>>
>>
>
>__________________________________________________ ______________________
>Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com
>
>
>
>
>
>
11990 From: DougB <azjeep@h...>
Date: Thu Aug 24, 2000 0:52pm
Subject: Fw: [w4wda] WAY too funny
It's always good to know what folks on the Ford Explorer board are going.
Enjoy.
> This thread on this bulletin board is absolute a riot....got tears in my
> eyes....
>
>
http://www.explorerforum.com/forums/showthread.php?threadid=18595&pagenumber
>
> Enjoy!!! Brian
>
>
>
>
>
>
>
11991 From: DougB <azjeep@h...>
Date: Thu Aug 24, 2000 1:01pm
Subject: Fw: Fwd: Be warned of Bill Luke Chrysler service
My comments as well.
----- Original Message -----
From: "DougB" <azjeep@h...>
To: <cjservice@b...>; "Chatfield, Mike" <mchat@h...>
Cc: <cpj@b...>
Sent: Thursday, August 24, 2000 1:00 PM
Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> Jeff and Mike. Thanks for sharing this info with the group.
>
> To Bill Luke: this type of poor service is just bad business....especially
> in these days of quick access to information. Our club has over 300
members,
> and we try to keep each other informed of good experiences with service
> departments, as well as bad.
> For $38 you've helped our members learn where not to go to buy a Jeep or
get
> one serviced.
>
> ----- Original Message -----
> From: "Chatfield, Mike" <mchat@h...>
> To: <cjservice@b...>
> Cc: <cpj@b...>
> Sent: Thursday, August 24, 2000 12:09 PM
> Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> > Gentlemen,
> >
> > Rest assured, I am one of the "300 closest jeeping friends."
> > mentioned in the letter below.
> >
> > Hearing about service like this makes my decisions even easier
> > when it comes to shopping for a new or used car or for a service
> > department to take my car to if it needs repairs.
> >
> > I can now scratch Bill Luke off of my goto list.
> >
> > I hope the $38 diagnostic fee you charged to find a problem your
> > service department created while "fixing" this jeep was worth it.
> >
> > Since I couldn't find an e-mail address for the General Manager online,
> > I CC'ed the Internet Sales guys to let them know that their service
> > manager is making their job to sell cars more difficult.
> >
> > - Mike Chatfield
> >
> > ---------------------- Original Text -------------------------
> >
> > I just wanted to share my 1st and only experience with Bill Luke
> > Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
> >
> > I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
> > the right place at the right time). I picked up the vehicle when it
> > was done (last Thursday) and on the drive home I noticed right away
> > that the air conditioning vents weren't working at all. As it was
> > rush hour traffic and I've got a friend with me I drove home hoping
> > the problem would fix itself. On Monday I called the dealership and
> > explained the problem and and that I was sure it was a result of the
> > original work. Tuesday I dropped off the XJ and waited for it to get
> > fixed. I was charged a diagnostic fee of $38 to determine that a
> > vacuum line was disconnected under the bumper. I explained to the
> > Service Advisor that that was a direct result of the original work
> > since the vacuum line *had* to be disconnected to remove the radiator
> > (they did remove the radiator).
> >
> > On a side note, I did originally tell the Service Advisor that I
> > thought the new problem was a result of the airbag sensor recall
> > because they had to remove part of the dash to relocate the sensor.
> > I tried to explain to him that this new problem was a result of the
> > original work. The Service Advisor said he based his troubleshooting
> > (diagnosis of the vacuum system) on that fact and it had nothing to
> > do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> > system did lead to finding disconnected vacuum line under the bumper.
> >
> > So I got charged for diagnosing a problem that was created by
> > unfinished original work. Yesterday I got a call from Bill Luke for
> > a customer service survey. I explained (nicely) that I was unjustly
> > charged for the diagnostic fee and I will never spend another penny
> > at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
> > a vehicle from them unless I'm reimbursed the diagnostic fee. I also
> > explained that I wasn't expecting to get reimbursed, but if I did, I
> > would most likely use their services again.
> >
> > I had a phone conversation with the Service Advisor today (he seemed
> > bitter that I gave him a bad survey) and he explained there was
> > nothing they would do (I'm sure this situation does happen
> > frequently). I again explained that I felt I was unjustly charged
> > and they would lose a customer over a $38 charge (I spent $560 on the
> > first service charge). He seemed fine with that. After that phone
> > conversation, I decided I would tell 300 of my closest AZ jeep
> > friends about my Bill Luke experience. The Service Manager has my
> > number, although I doubt I'll hear from him/her. It does surprise me
> > that a company would lose a customer over a charge this small - they
> > have a good chance of recouping that money within the next visit.
> > Definitely not now.
> >
> > All in all, I am frustrated that I can't find a decent dealership to
> > do work on my vehicle. Just thought I'd pass along my experience.
> > Thanks for letting me rant a little. Maybe I'm way off base here,
> > but I don't think quality of service and customer service like this
> > should be tolerated.
> >
> >
> > Mike Chatfield
> >
> >
> >
> >
> >
>
11992 From: Linda Luik <linda.luik@m...>
Date: Thu Aug 24, 2000 1:19pm
Subject: Re: Fw: Fwd: Be warned of Bill Luke Chrysler service
I like dealing with companies that believe that the customer is always
right unless the claim is way out of line. Luke Jeep won't have my
business.
Linda
DougB wrote:
>
> My comments as well.
>
> ----- Original Message -----
> From: "DougB" <azjeep@home.com>
> To: <cjservice@billluke.com>; "Chatfield, Mike" <mchat@home.com>
> Cc: <cpj@billluke.com>
> Sent: Thursday, August 24, 2000 1:00 PM
> Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
> > Jeff and Mike. Thanks for sharing this info with the group.
> >
> > To Bill Luke: this type of poor service is just bad business....especially
> > in these days of quick access to information. Our club has over 300
> members,
> > and we try to keep each other informed of good experiences with service
> > departments, as well as bad.
> > For $38 you've helped our members learn where not to go to buy a Jeep or
> get
> > one serviced.
> >
> > ----- Original Message -----
> > From: "Chatfield, Mike" <mchat@home.com>
> > To: <cjservice@billluke.com>
> > Cc: <cpj@billluke.com>
> > Sent: Thursday, August 24, 2000 12:09 PM
> > Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> >
> >
> > > Gentlemen,
> > >
> > > Rest assured, I am one of the "300 closest jeeping friends."
> > > mentioned in the letter below.
> > >
> > > Hearing about service like this makes my decisions even easier
> > > when it comes to shopping for a new or used car or for a service
> > > department to take my car to if it needs repairs.
> > >
> > > I can now scratch Bill Luke off of my goto list.
> > >
> > > I hope the $38 diagnostic fee you charged to find a problem your
> > > service department created while "fixing" this jeep was worth it.
> > >
> > > Since I couldn't find an e-mail address for the General Manager online,
> > > I CC'ed the Internet Sales guys to let them know that their service
> > > manager is making their job to sell cars more difficult.
> > >
> > > - Mike Chatfield
> > >
> > > ---------------------- Original Text -------------------------
> > >
> > > I just wanted to share my 1st and only experience with Bill Luke
> > > Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
> > >
> > > I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
> > > the right place at the right time). I picked up the vehicle when it
> > > was done (last Thursday) and on the drive home I noticed right away
> > > that the air conditioning vents weren't working at all. As it was
> > > rush hour traffic and I've got a friend with me I drove home hoping
> > > the problem would fix itself. On Monday I called the dealership and
> > > explained the problem and and that I was sure it was a result of the
> > > original work. Tuesday I dropped off the XJ and waited for it to get
> > > fixed. I was charged a diagnostic fee of $38 to determine that a
> > > vacuum line was disconnected under the bumper. I explained to the
> > > Service Advisor that that was a direct result of the original work
> > > since the vacuum line *had* to be disconnected to remove the radiator
> > > (they did remove the radiator).
> > >
> > > On a side note, I did originally tell the Service Advisor that I
> > > thought the new problem was a result of the airbag sensor recall
> > > because they had to remove part of the dash to relocate the sensor.
> > > I tried to explain to him that this new problem was a result of the
> > > original work. The Service Advisor said he based his troubleshooting
> > > (diagnosis of the vacuum system) on that fact and it had nothing to
> > > do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> > > system did lead to finding disconnected vacuum line under the bumper.
> > >
> > > So I got charged for diagnosing a problem that was created by
> > > unfinished original work. Yesterday I got a call from Bill Luke for
> > > a customer service survey. I explained (nicely) that I was unjustly
> > > charged for the diagnostic fee and I will never spend another penny
> > > at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
> > > a vehicle from them unless I'm reimbursed the diagnostic fee. I also
> > > explained that I wasn't expecting to get reimbursed, but if I did, I
> > > would most likely use their services again.
> > >
> > > I had a phone conversation with the Service Advisor today (he seemed
> > > bitter that I gave him a bad survey) and he explained there was
> > > nothing they would do (I'm sure this situation does happen
> > > frequently). I again explained that I felt I was unjustly charged
> > > and they would lose a customer over a $38 charge (I spent $560 on the
> > > first service charge). He seemed fine with that. After that phone
> > > conversation, I decided I would tell 300 of my closest AZ jeep
> > > friends about my Bill Luke experience. The Service Manager has my
> > > number, although I doubt I'll hear from him/her. It does surprise me
> > > that a company would lose a customer over a charge this small - they
> > > have a good chance of recouping that money within the next visit.
> > > Definitely not now.
> > >
> > > All in all, I am frustrated that I can't find a decent dealership to
> > > do work on my vehicle. Just thought I'd pass along my experience.
> > > Thanks for letting me rant a little. Maybe I'm way off base here,
> > > but I don't think quality of service and customer service like this
> > > should be tolerated.
> > >
> > >
> > > Mike Chatfield
> > >
> > >
> > >
> > >
> > >
> >
>
> -------------------------- eGroups Sponsor -------------------------~-~>
> Nothing makes you feel like a new car
> So treat yourself the easy way
> Click below
> http://click.egroups.com/1/8419/11/_/1966/_/967147051/
> ---------------------------------------------------------------------_->
Attachment: vcard [not shown]
11993 From: Jeff Woods <phjwo@p...>
Date: Thu Aug 24, 2000 1:27pm
Subject: EXPLORERS
The funniest thing on the Ford Explorer web site wasn't the guy who
Herculinered his "hootus". The funniest thing on the web site was the
modifications they listed below their vehicle. One guy listed "Borg
Warner plug wires and Bosch +4 plugs" as a mod! Now that's funny.
Jeff
--
-----------------------------------------------------
Click here for Free Video!!
http://www.gohip.com/free_video/
11994 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 1:27pm
Subject: Re: Bill Luke Chrysler service
Interesting how things turn. I got a call from the Service Manager
just now and he is sending me a check for the $38. He expressed
genuine concern, although that certainly doesn't reflect my Service
Advisor's attitude. I guess the Service Managers think a little
differently from the employees talking to the customers. I did
mention that I do belong to the Arizona Virtual Jeep club with 300
members.
Happy trails ...
Jeff
--- In az_vjc@egroups.com, "Jeff Meade" <jeffm@d...> wrote:
> I just wanted to share my 1st and only experience with Bill Luke
> Chrysler (Camelback and I-17) with 300 of my closest jeeping
friends.
>
> I had Bill Luke Chrysler fix a cooling problem on my XJ (they were
at
> the right place at the right time). I picked up the vehicle when
it
> was done (last Thursday) and on the drive home I noticed right away
> that the air conditioning vents weren't working at all. As it was
> rush hour traffic and I've got a friend with me I drove home hoping
> the problem would fix itself. On Monday I called the dealership
and
> explained the problem and and that I was sure it was a result of
the
> original work. Tuesday I dropped off the XJ and waited for it to
get
> fixed. I was charged a diagnostic fee of $38 to determine that a
> vacuum line was disconnected under the bumper. I explained to the
> Service Advisor that that was a direct result of the original work
> since the vacuum line *had* to be disconnected to remove the
radiator
> (they did remove the radiator).
>
> On a side note, I did originally tell the Service Advisor that I
> thought the new problem was a result of the airbag sensor recall
> because they had to remove part of the dash to relocate the
sensor.
> I tried to explain to him that this new problem was a result of the
> original work. The Service Advisor said he based his
troubleshooting
> (diagnosis of the vacuum system) on that fact and it had nothing to
> do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> system did lead to finding disconnected vacuum line under the
bumper.
>
> So I got charged for diagnosing a problem that was created by
> unfinished original work. Yesterday I got a call from Bill Luke
for
> a customer service survey. I explained (nicely) that I was
unjustly
> charged for the diagnostic fee and I will never spend another penny
> at Bill Luke either through repairs of my 3 Jeep vehicles or
purchase
> a vehicle from them unless I'm reimbursed the diagnostic fee. I
also
> explained that I wasn't expecting to get reimbursed, but if I did,
I
> would most likely use their services again.
>
> I had a phone conversation with the Service Advisor today (he
seemed
> bitter that I gave him a bad survey) and he explained there was
> nothing they would do (I'm sure this situation does happen
> frequently). I again explained that I felt I was unjustly charged
> and they would lose a customer over a $38 charge (I spent $560 on
the
> first service charge). He seemed fine with that. After that phone
> conversation, I decided I would tell 300 of my closest AZ jeep
> friends about my Bill Luke experience. The Service Manager has my
> number, although I doubt I'll hear from him/her. It does surprise
me
> that a company would lose a customer over a charge this small -
they
> have a good chance of recouping that money within the next visit.
> Definately not now.
>
> All in all, I am frustrated that I can't find a decent dealership
to
> do work on my vehicle. Just thought I'd pass along my experience.
> Thanks for letting me rant a little. Maybe I'm way off base here,
> but I don't think quality of service and customer service like this
> should be tolerated.
>
> Jeff Meade
11995 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 1:15pm
Subject: Fwd: Be warned of Bill Luke Chrysler service
Dear Bill Luke personnel,
After reading the below e-mail that was passed along to my Jeepin' friends
(about 300 of them) here in the valley, I must admit that I was not
completely surprised. However, I was disappointed because Bill Luke
Chrysler was NEXT on my list of dealerships to try. Having just experienced
a far worse situation at what was Biddulph Jeep (a 5 star
dealership....sure!), I promised the service manager there that his "3
levels of defense to ensure customer satisfaction" were the last words I
would be hearing from him or that dealership.
Being the head of a 3 Jeep family, (one of them now being 11 years old) I am
beginning to find the need to have some major work done on them. For
example, the '89 Cherokee just had its rear diff rebuilt. As my friend
mentioned below, Bill Luke Chrysler has been removed from my list too.
I realize that you losing me as customer (before you were able to serve me)
probably does not bother you. If it did, you would not have let Mr. Meade
be treated the way he was. It is a shame that big business has matured to
the point where they no longer desire the loyalty of a customer. If they
expect it by default, well....that must be a new business management theory
they are now teaching at college. That is OK though, as I can and will find
the small business owner who is willing to treat their customers
fairly....and to them, my business will be given.
Respectfully,
Stu Olson, Jeeper X 3
------------------------------------------------------------------
>
>
>Gentlemen,
>
>Rest assured, I am one of the "300 closest jeeping friends."
>mentioned in the letter below.
>
>Hearing about service like this makes my decisions even easier
>when it comes to shopping for a new or used car or for a service
>department to take my car to if it needs repairs.
>
>I can now scratch Bill Luke off of my goto list.
>
>I hope the $38 diagnostic fee you charged to find a problem your
>service department created while "fixing" this jeep was worth it.
>
>Since I couldn't find an e-mail address for the General Manager online,
>I CC'ed the Internet Sales guys to let them know that their service
>manager is making their job to sell cars more difficult.
>
>- Mike Chatfield
>
>---------------------- Original Text -------------------------
>
>I just wanted to share my 1st and only experience with Bill Luke
>Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
>
>I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
>the right place at the right time). I picked up the vehicle when it
>was done (last Thursday) and on the drive home I noticed right away
>that the air conditioning vents weren't working at all. As it was
>rush hour traffic and I've got a friend with me I drove home hoping
>the problem would fix itself. On Monday I called the dealership and
>explained the problem and and that I was sure it was a result of the
>original work. Tuesday I dropped off the XJ and waited for it to get
>fixed. I was charged a diagnostic fee of $38 to determine that a
>vacuum line was disconnected under the bumper. I explained to the
>Service Advisor that that was a direct result of the original work
>since the vacuum line *had* to be disconnected to remove the radiator
>(they did remove the radiator).
>
>On a side note, I did originally tell the Service Advisor that I
>thought the new problem was a result of the airbag sensor recall
>because they had to remove part of the dash to relocate the sensor.
>I tried to explain to him that this new problem was a result of the
>original work. The Service Advisor said he based his troubleshooting
>(diagnosis of the vacuum system) on that fact and it had nothing to
>do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
>system did lead to finding disconnected vacuum line under the bumper.
>
>So I got charged for diagnosing a problem that was created by
>unfinished original work. Yesterday I got a call from Bill Luke for
>a customer service survey. I explained (nicely) that I was unjustly
>charged for the diagnostic fee and I will never spend another penny
>at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
>a vehicle from them unless I'm reimbursed the diagnostic fee. I also
>explained that I wasn't expecting to get reimbursed, but if I did, I
>would most likely use their services again.
>
>I had a phone conversation with the Service Advisor today (he seemed
>bitter that I gave him a bad survey) and he explained there was
>nothing they would do (I'm sure this situation does happen
>frequently). I again explained that I felt I was unjustly charged
>and they would lose a customer over a $38 charge (I spent $560 on the
>first service charge). He seemed fine with that. After that phone
>conversation, I decided I would tell 300 of my closest AZ jeep
>friends about my Bill Luke experience. The Service Manager has my
>number, although I doubt I'll hear from him/her. It does surprise me
>that a company would lose a customer over a charge this small - they
>have a good chance of recouping that money within the next visit.
>Definitely not now.
>
>All in all, I am frustrated that I can't find a decent dealership to
>do work on my vehicle. Just thought I'd pass along my experience.
>Thanks for letting me rant a little. Maybe I'm way off base here,
>but I don't think quality of service and customer service like this
>should be tolerated.
>
>
>Mike Chatfield
>
>
>
>
>
>
11996 From: Roger Tomas <tomasr@a...>
Date: Thu Aug 24, 2000 1:36pm
Subject: Re: Re: Bill Luke Chrysler service
So, maybe Bill Luke, in general, is ok and it was just your service
advisor that sucked. Or maybe they gave in to the negative publicity
(which they should have). It's hard to say. I haven't used their
service department but I *have* had good luck with their parts department.
-Roger
Jeff Meade wrote:
>
> Interesting how things turn. I got a call from the Service Manager
> just now and he is sending me a check for the $38. He expressed
> genuine concern, although that certainly doesn't reflect my Service
> Advisor's attitude. I guess the Service Managers think a little
> differently from the employees talking to the customers. I did
> mention that I do belong to the Arizona Virtual Jeep club with 300
> members.
>
> Happy trails ...
> Jeff
11997 From: Nnote <nnote@n...>
Date: Thu Aug 24, 2000 1:44pm
Subject: Dealers
So if Bill Lukes, Biddaulphs and I've scratched Earnhardt's off the list who is left? It's funny though that the parts department is always good. Maybe it's because we usually know EXACTLY what we need, it's not up to them?!
Nick
Nnote@neta.com
Nnote@juno.com
Attachment: vcard [not shown]
11998 From: Linda Luik <linda.luik@m...>
Date: Thu Aug 24, 2000 2:06pm
Subject: Re: Dealers
So true! Anytime I have used Darner for work I have brought the service
manual along and also made sure that the work order says what I want it
to say. They still treat me like I don't know anything about cars! I
treat the parts deparment the same way. I make them re-verify PNs for
any part before I pay for it. I still got dinged on the serpentine
belt. As usual Caveat emptor! is the rule.
Linda
> Nnote wrote:
>
> So if Bill Lukes, Biddaulphs and I've scratched Earnhardt's off the
> list who is left? It's funny though that the parts department is
> always good. Maybe it's because we usually know EXACTLY what we need,
> it's not up to them?!
> Nick
>
> Nnote@neta.com
> Nnote@juno.com
> ----------------------------------------------------------------------
> [Don't Just Travel. Travel Right.]
> ----------------------------------------------------------------------
Attachment: vcard [not shown]
11999 From: Roger Tomas <tomasr@a...>
Date: Thu Aug 24, 2000 2:05pm
Subject: Re: Dealers
There's Moore out on 83rd Ave and Bell Rd but I wouldn't recommend them.
When I took my YJ in for the fuel sending unit gaskt recall, they refused
to do the work because I had a shallow dent in my gas tank skid plate.
They said it would be too hard to re-seat the fuel pump in the tank.
I then took my Jeep to Pitre on east Bell Rd and they did it without
saying a word. I have taken my Jeep to Pitre for other things and they
have been ok. But they are now Lou Grubb Jeep and I don't know if
anything has changed. They did have a some true Jeepers for mechanics.
-Roger
> Nnote wrote:
>
> So if Bill Lukes, Biddaulphs and I've scratched Earnhardt's off the list who
> is left? It's funny though that the parts department is always good. Maybe
> it's because we usually know EXACTLY what we need, it's not up to them?!
> Nick
12000 From: T.J. Nosmo-King <ice626@h...>
Date: Thu Aug 24, 2000 7:20am
Subject: Re: EXPLORERS
I liked the 6" lift on his 2WD explorer
__________________________________________________ ______________________
Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com
12001 From: Michael Dirilo <mike@n...>
Date: Thu Aug 24, 2000 2:27pm
Subject: B&R automotive
Had them rebuild my carb the other day. As recommended by someone
else on this site they were excellent. They allowed me to watch the
work being done which is ussually not allowed at other shops. Which
led me to believe that they are confident in their work and not
trying to hide anything. I would like to recommend them to anyone who
needs any work done to their jeep. Great service. They even asked if
I wanted to eat lunch with them. Real people. Thanks to whoever
recommended them in the first place.
12002 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 3:58pm
Subject: FW: Be warned of Bill Luke Chrysler service
The one group at Bill Luke who got my message about the service informed me
that I sent it to the wrong department, and that I should send it to the
Service Manager.
I replied back, thanked them, and asked them for the Service Manager's
e-mail address.
They replied back with the web URL and told me to go find it there.
I guess that is OK....but this too does NOT indicate to me that customer
service is at the top of their list. I see no reason why their initial
response to me did not contain the proper e-mail address I needed
I am still not impressed with them, even though they refunded Jeff's money.
Stu
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
-----Original Message-----
From: Bill Luke C-P-J [mailto:cpj@b...]
Sent: Thursday, August 24, 2000 15:41
To: Stu Olson
Subject: RE: Be warned of Bill Luke Chrysler service
log on to www.billluke.com and click on service department.
-----Original Message-----
From: Stu Olson [mailto:solson8@u...]
Sent: Thursday, August 24, 2000 15:25
To: Bill Luke C-P-J
Subject: RE: Be warned of Bill Luke Chrysler service
Might you be so kind as to supply the Service Manager's e-mail address?
Thank you
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
>-----Original Message-----
>From: Bill Luke C-P-J [mailto:cpj@b...]
>Sent: Thursday, August 24, 2000 15:20
>To: Stu Olson
>Subject: RE: Be warned of Bill Luke Chrysler service
>
>
>Your message was sent to the wrong department. Please re-send to our
>Service Manager.
>
>-----Original Message-----
>From: Stu Olson [mailto:solson8@u...]
>Sent: Thursday, August 24, 2000 13:16
>To: cjservice@b...
>Cc: cpj@b...
>Subject: Fwd: Be warned of Bill Luke Chrysler service
>
>
>Dear Bill Luke personnel,
>
>After reading the below e-mail that was passed along to my Jeepin' friends
>(about 300 of them) here in the valley, I must admit that I was not
>completely surprised. However, I was disappointed because Bill Luke
>Chrysler was NEXT on my list of dealerships to try. Having just
>experienced
>a far worse situation at what was Biddulph Jeep (a 5 star
>dealership....sure!), I promised the service manager there that his "3
>levels of defense to ensure customer satisfaction" were the last words I
>would be hearing from him or that dealership.
>
>Being the head of a 3 Jeep family, (one of them now being 11 years
>old) I am
>beginning to find the need to have some major work done on them. For
>example, the '89 Cherokee just had its rear diff rebuilt. As my friend
>mentioned below, Bill Luke Chrysler has been removed from my list too.
>
>I realize that you losing me as customer (before you were able to serve me)
>probably does not bother you. If it did, you would not have let Mr. Meade
>be treated the way he was. It is a shame that big business has matured to
>the point where they no longer desire the loyalty of a customer. If they
>expect it by default, well....that must be a new business management theory
>they are now teaching at college. That is OK though, as I can and
>will find
>the small business owner who is willing to treat their customers
>fairly....and to them, my business will be given.
>
>Respectfully,
>
>Stu Olson, Jeeper X 3
>
>------------------------------------------------------------------
>>
>>
>>Gentlemen,
>>
>>Rest assured, I am one of the "300 closest jeeping friends."
>>mentioned in the letter below.
>>
>>Hearing about service like this makes my decisions even easier
>>when it comes to shopping for a new or used car or for a service
>>department to take my car to if it needs repairs.
>>
>>I can now scratch Bill Luke off of my goto list.
>>
>>I hope the $38 diagnostic fee you charged to find a problem your
>>service department created while "fixing" this jeep was worth it.
>>
>>Since I couldn't find an e-mail address for the General Manager online,
>>I CC'ed the Internet Sales guys to let them know that their service
>>manager is making their job to sell cars more difficult.
>>
>>- Mike Chatfield
>>
>>---------------------- Original Text -------------------------
>>
>>I just wanted to share my 1st and only experience with Bill Luke
>>Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
>>
>>I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
>>the right place at the right time). I picked up the vehicle when it
>>was done (last Thursday) and on the drive home I noticed right away
>>that the air conditioning vents weren't working at all. As it was
>>rush hour traffic and I've got a friend with me I drove home hoping
>>the problem would fix itself. On Monday I called the dealership and
>>explained the problem and and that I was sure it was a result of the
>>original work. Tuesday I dropped off the XJ and waited for it to get
>>fixed. I was charged a diagnostic fee of $38 to determine that a
>>vacuum line was disconnected under the bumper. I explained to the
>>Service Advisor that that was a direct result of the original work
>>since the vacuum line *had* to be disconnected to remove the radiator
>>(they did remove the radiator).
>>
>>On a side note, I did originally tell the Service Advisor that I
>>thought the new problem was a result of the airbag sensor recall
>>because they had to remove part of the dash to relocate the sensor.
>>I tried to explain to him that this new problem was a result of the
>>original work. The Service Advisor said he based his troubleshooting
>>(diagnosis of the vacuum system) on that fact and it had nothing to
>>do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
>>system did lead to finding disconnected vacuum line under the bumper.
>>
>>So I got charged for diagnosing a problem that was created by
>>unfinished original work. Yesterday I got a call from Bill Luke for
>>a customer service survey. I explained (nicely) that I was unjustly
>>charged for the diagnostic fee and I will never spend another penny
>>at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
>>a vehicle from them unless I'm reimbursed the diagnostic fee. I also
>>explained that I wasn't expecting to get reimbursed, but if I did, I
>>would most likely use their services again.
>>
>>I had a phone conversation with the Service Advisor today (he seemed
>>bitter that I gave him a bad survey) and he explained there was
>>nothing they would do (I'm sure this situation does happen
>>frequently). I again explained that I felt I was unjustly charged
>>and they would lose a customer over a $38 charge (I spent $560 on the
>>first service charge). He seemed fine with that. After that phone
>>conversation, I decided I would tell 300 of my closest AZ jeep
>>friends about my Bill Luke experience. The Service Manager has my
>>number, although I doubt I'll hear from him/her. It does surprise me
>>that a company would lose a customer over a charge this small - they
>>have a good chance of recouping that money within the next visit.
>>Definitely not now.
>>
>>All in all, I am frustrated that I can't find a decent dealership to
>>do work on my vehicle. Just thought I'd pass along my experience.
>>Thanks for letting me rant a little. Maybe I'm way off base here,
>>but I don't think quality of service and customer service like this
>>should be tolerated.
>>
>>
>>Mike Chatfield
>>
>>
>>
>>
>>
>>
>
>
>
12003 From: Jon Loveless <jonloveless@m...>
Date: Thu Aug 24, 2000 4:36pm
Subject: bad deal
Wow. You guys are getting raked over the coals on our Jeep site. And, it
sounds like the customer was right - even though the customer is always
right. Since when does your shop need to charge for diagnostics to find a
problem caused by their own incomplete job??
You have succeeded in alienating a whole lot of Jeepers with this one. Nice
going.
I, too, will drive right on by.
Jon
------------------------------------------
Jon Loveless
(602)432-7860 cell
(480)816-6240 home
jonloveless@m...
12004 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 4:40pm
Subject: RE: FW: Be warned of Bill Luke Chrysler service
I just went down the page and read my first note to Bill Luke. Unknown to
me at that time, it went directly to the Service Manager and was cc: to the
group that responded to me. I still don't like them since they exhibit no
attention to detail, another customer service trait that is obviously
lacking.
Your honor.....the defense rests its case!
Stu
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
>-----Original Message-----
>From: Stu Olson [mailto:solson8@u...]
>Sent: Thursday, August 24, 2000 15:58
>To: az_vjc
>Subject: [az_vjc] FW: Be warned of Bill Luke Chrysler service
>
>
>The one group at Bill Luke who got my message about the service informed me
>that I sent it to the wrong department, and that I should send it to the
>Service Manager.
>
>I replied back, thanked them, and asked them for the Service Manager's
>e-mail address.
>
>They replied back with the web URL and told me to go find it there.
>
>I guess that is OK....but this too does NOT indicate to me that customer
>service is at the top of their list. I see no reason why their initial
>response to me did not contain the proper e-mail address I needed
>
>I am still not impressed with them, even though they refunded Jeff's money.
>
>Stu
>
>Stu Olson N7QJP
>Phoenix, AZ DM33vm
>http://www.users.uswest.net/~solson8
>http://home.off-road.com/~stu
>
>-----Original Message-----
>From: Bill Luke C-P-J [mailto:cpj@b...]
>Sent: Thursday, August 24, 2000 15:41
>To: Stu Olson
>Subject: RE: Be warned of Bill Luke Chrysler service
>
>
>log on to www.billluke.com and click on service department.
>
>-----Original Message-----
>From: Stu Olson [mailto:solson8@u...]
>Sent: Thursday, August 24, 2000 15:25
>To: Bill Luke C-P-J
>Subject: RE: Be warned of Bill Luke Chrysler service
>
>
>Might you be so kind as to supply the Service Manager's e-mail address?
>
>Thank you
>
>Stu Olson N7QJP
>Phoenix, AZ DM33vm
>http://www.users.uswest.net/~solson8
>http://home.off-road.com/~stu
>
>>-----Original Message-----
>>From: Bill Luke C-P-J [mailto:cpj@b...]
>>Sent: Thursday, August 24, 2000 15:20
>>To: Stu Olson
>>Subject: RE: Be warned of Bill Luke Chrysler service
>>
>>
>>Your message was sent to the wrong department. Please re-send to our
>>Service Manager.
>>
>>-----Original Message-----
>>From: Stu Olson [mailto:solson8@u...]
>>Sent: Thursday, August 24, 2000 13:16
>>To: cjservice@b...
>>Cc: cpj@b...
>>Subject: Fwd: Be warned of Bill Luke Chrysler service
>>
>>
>>Dear Bill Luke personnel,
>>
>>After reading the below e-mail that was passed along to my Jeepin' friends
>>(about 300 of them) here in the valley, I must admit that I was not
>>completely surprised. However, I was disappointed because Bill Luke
>>Chrysler was NEXT on my list of dealerships to try. Having just
>>experienced
>>a far worse situation at what was Biddulph Jeep (a 5 star
>>dealership....sure!), I promised the service manager there that his "3
>>levels of defense to ensure customer satisfaction" were the last words I
>>would be hearing from him or that dealership.
>>
>>Being the head of a 3 Jeep family, (one of them now being 11 years
>>old) I am
>>beginning to find the need to have some major work done on them. For
>>example, the '89 Cherokee just had its rear diff rebuilt. As my friend
>>mentioned below, Bill Luke Chrysler has been removed from my list too.
>>
>>I realize that you losing me as customer (before you were able to
>serve me)
>>probably does not bother you. If it did, you would not have let Mr. Meade
>>be treated the way he was. It is a shame that big business has matured to
>>the point where they no longer desire the loyalty of a customer. If they
>>expect it by default, well....that must be a new business
>management theory
>>they are now teaching at college. That is OK though, as I can and
>>will find
>>the small business owner who is willing to treat their customers
>>fairly....and to them, my business will be given.
>>
>>Respectfully,
>>
>>Stu Olson, Jeeper X 3
>>
>>------------------------------------------------------------------
>>>
>>>
>>>Gentlemen,
>>>
>>>Rest assured, I am one of the "300 closest jeeping friends."
>>>mentioned in the letter below.
>>>
>>>Hearing about service like this makes my decisions even easier
>>>when it comes to shopping for a new or used car or for a service
>>>department to take my car to if it needs repairs.
>>>
>>>I can now scratch Bill Luke off of my goto list.
>>>
>>>I hope the $38 diagnostic fee you charged to find a problem your
>>>service department created while "fixing" this jeep was worth it.
>>>
>>>Since I couldn't find an e-mail address for the General Manager online,
>>>I CC'ed the Internet Sales guys to let them know that their service
>>>manager is making their job to sell cars more difficult.
>>>
>>>- Mike Chatfield
>>>
>>>---------------------- Original Text -------------------------
>>>
>>>I just wanted to share my 1st and only experience with Bill Luke
>>>Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
>>>
>>>I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
>>>the right place at the right time). I picked up the vehicle when it
>>>was done (last Thursday) and on the drive home I noticed right away
>>>that the air conditioning vents weren't working at all. As it was
>>>rush hour traffic and I've got a friend with me I drove home hoping
>>>the problem would fix itself. On Monday I called the dealership and
>>>explained the problem and and that I was sure it was a result of the
>>>original work. Tuesday I dropped off the XJ and waited for it to get
>>>fixed. I was charged a diagnostic fee of $38 to determine that a
>>>vacuum line was disconnected under the bumper. I explained to the
>>>Service Advisor that that was a direct result of the original work
>>>since the vacuum line *had* to be disconnected to remove the radiator
>>>(they did remove the radiator).
>>>
>>>On a side note, I did originally tell the Service Advisor that I
>>>thought the new problem was a result of the airbag sensor recall
>>>because they had to remove part of the dash to relocate the sensor.
>>>I tried to explain to him that this new problem was a result of the
>>>original work. The Service Advisor said he based his troubleshooting
>>>(diagnosis of the vacuum system) on that fact and it had nothing to
>>>do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
>>>system did lead to finding disconnected vacuum line under the bumper.
>>>
>>>So I got charged for diagnosing a problem that was created by
>>>unfinished original work. Yesterday I got a call from Bill Luke for
>>>a customer service survey. I explained (nicely) that I was unjustly
>>>charged for the diagnostic fee and I will never spend another penny
>>>at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
>>>a vehicle from them unless I'm reimbursed the diagnostic fee. I also
>>>explained that I wasn't expecting to get reimbursed, but if I did, I
>>>would most likely use their services again.
>>>
>>>I had a phone conversation with the Service Advisor today (he seemed
>>>bitter that I gave him a bad survey) and he explained there was
>>>nothing they would do (I'm sure this situation does happen
>>>frequently). I again explained that I felt I was unjustly charged
>>>and they would lose a customer over a $38 charge (I spent $560 on the
>>>first service charge). He seemed fine with that. After that phone
>>>conversation, I decided I would tell 300 of my closest AZ jeep
>>>friends about my Bill Luke experience. The Service Manager has my
>>>number, although I doubt I'll hear from him/her. It does surprise me
>>>that a company would lose a customer over a charge this small - they
>>>have a good chance of recouping that money within the next visit.
>>>Definitely not now.
>>>
>>>All in all, I am frustrated that I can't find a decent dealership to
>>>do work on my vehicle. Just thought I'd pass along my experience.
>>>Thanks for letting me rant a little. Maybe I'm way off base here,
>>>but I don't think quality of service and customer service like this
>>>should be tolerated.
>>>
>>>
>>>Mike Chatfield
>>>
>>>
>>>
>>>
>>>
>>>
>>
>>
>>
>
>
>
>
>
>
>
>
12005 From: Jeff Woods <phjwo@p...>
Date: Thu Aug 24, 2000 4:55pm
Subject: Poor customer service
To: Bill Luke Chrysler
From: Jeff Woods Arizona Virtual Jeep Club
Date: August 24th, 2000
After hearing about the poor customer service one of our club members
received at your dealership I can assure you I will never set foot on
your property to buy a vehicle or service one of my vehicles. Our club
is "only" a little more than 300 Jeep owners, but most of us belong to
at least one other Jeep club in the state.
12006 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 4:51pm
Subject: anyone running TSL radials?
I've got a friend that wants some 36x14.5 swampers but they only come
in the TSL radial flavor. I don't have any experience with the
radial, only the SSR and TSL/SX flavors.
How do these hold up to heavy rockcrawling (he doesn't care about on-
road performance since his jeep is a trailer queen).
Thanks in advance,
Jeff
12007 From: <aphrodsyak@a...>
Date: Thu Aug 24, 2000 0:53pm
Subject: Re: Dealers
I have had excellent experience with darners in mesa!!! they even replaced a
squeaky alternator for me (under warranty)!!!! they took care of a bad
tranny & a couple months later a spun bearing on the transfer case warranted
that being replaced. all under warranty, all with at least a four inch
lift and larger tires. and obvious signs of abuse. and here is the kicker.
I BOUGHT IT IN WA didn't even purchase it in this state. I would stand
behind their service department.. they are great
12008 From: <grafik_lar@y...>
Date: Thu Aug 24, 2000 4:55pm
Subject: Pictures for My Site !! Thanks
I want to Thank all of you that Have replied with Pictures or links
to their Sites, That is Very nice of all of you.
I will continue to Update it as much as possible tomorrow.
Make sure you visit and Let me know what you think and give your 2
cents on the site.
www.dearmansystems.com/web/index.htm
12009 From: Jon Loveless <jonloveless@m...>
Date: Thu Aug 24, 2000 5:12pm
Subject: decals, decals, decals
For all the info needed to order decals you can now go to our new web site.
Tom and Mike are doing a great job of beefing up our site and I, for one,
am grateful. Thanks, guys.
http://www.azvjc.org/azjeep.htm
Jon
------------------------------------------
Jon Loveless
(602)432-7860 cell
(480)816-6240 home
jonloveless@m...
12010 From: DougB <azjeep@h...>
Date: Thu Aug 24, 2000 5:24pm
Subject: Re: Fwd: Be warned of Bill Luke Chrysler service
Please provide me with the correct e-mail address and I will do that, or
kindly put a copy of my message in your internal mail to the correct
individual. Thank you.
----- Original Message -----
From: "Bill Luke C-P-J" <cpj@b...>
To: "DougB" <azjeep@h...>
Sent: Thursday, August 24, 2000 3:19 PM
Subject: RE: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> Your message was sent to the wrong department. Please re-send to the
> Service Manager.
>
> -----Original Message-----
> From: DougB [mailto:azjeep@h...]
> Sent: Thursday, August 24, 2000 13:00
> To: cjservice@b...; Chatfield, Mike
> Cc: cpj@b...
> Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> Jeff and Mike. Thanks for sharing this info with the group.
>
> To Bill Luke: this type of poor service is just bad business....especially
> in these days of quick access to information. Our club has over 300
members,
> and we try to keep each other informed of good experiences with service
> departments, as well as bad.
> For $38 you've helped our members learn where not to go to buy a Jeep or
get
> one serviced.
>
> ----- Original Message -----
> From: "Chatfield, Mike" <mchat@h...>
> To: <cjservice@b...>
> Cc: <cpj@b...>
> Sent: Thursday, August 24, 2000 12:09 PM
> Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> > Gentlemen,
> >
> > Rest assured, I am one of the "300 closest jeeping friends."
> > mentioned in the letter below.
> >
> > Hearing about service like this makes my decisions even easier
> > when it comes to shopping for a new or used car or for a service
> > department to take my car to if it needs repairs.
> >
> > I can now scratch Bill Luke off of my goto list.
> >
> > I hope the $38 diagnostic fee you charged to find a problem your
> > service department created while "fixing" this jeep was worth it.
> >
> > Since I couldn't find an e-mail address for the General Manager online,
> > I CC'ed the Internet Sales guys to let them know that their service
> > manager is making their job to sell cars more difficult.
> >
> > - Mike Chatfield
> >
> > ---------------------- Original Text -------------------------
> >
> > I just wanted to share my 1st and only experience with Bill Luke
> > Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
> >
> > I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
> > the right place at the right time). I picked up the vehicle when it
> > was done (last Thursday) and on the drive home I noticed right away
> > that the air conditioning vents weren't working at all. As it was
> > rush hour traffic and I've got a friend with me I drove home hoping
> > the problem would fix itself. On Monday I called the dealership and
> > explained the problem and and that I was sure it was a result of the
> > original work. Tuesday I dropped off the XJ and waited for it to get
> > fixed. I was charged a diagnostic fee of $38 to determine that a
> > vacuum line was disconnected under the bumper. I explained to the
> > Service Advisor that that was a direct result of the original work
> > since the vacuum line *had* to be disconnected to remove the radiator
> > (they did remove the radiator).
> >
> > On a side note, I did originally tell the Service Advisor that I
> > thought the new problem was a result of the airbag sensor recall
> > because they had to remove part of the dash to relocate the sensor.
> > I tried to explain to him that this new problem was a result of the
> > original work. The Service Advisor said he based his troubleshooting
> > (diagnosis of the vacuum system) on that fact and it had nothing to
> > do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> > system did lead to finding disconnected vacuum line under the bumper.
> >
> > So I got charged for diagnosing a problem that was created by
> > unfinished original work. Yesterday I got a call from Bill Luke for
> > a customer service survey. I explained (nicely) that I was unjustly
> > charged for the diagnostic fee and I will never spend another penny
> > at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
> > a vehicle from them unless I'm reimbursed the diagnostic fee. I also
> > explained that I wasn't expecting to get reimbursed, but if I did, I
> > would most likely use their services again.
> >
> > I had a phone conversation with the Service Advisor today (he seemed
> > bitter that I gave him a bad survey) and he explained there was
> > nothing they would do (I'm sure this situation does happen
> > frequently). I again explained that I felt I was unjustly charged
> > and they would lose a customer over a $38 charge (I spent $560 on the
> > first service charge). He seemed fine with that. After that phone
> > conversation, I decided I would tell 300 of my closest AZ jeep
> > friends about my Bill Luke experience. The Service Manager has my
> > number, although I doubt I'll hear from him/her. It does surprise me
> > that a company would lose a customer over a charge this small - they
> > have a good chance of recouping that money within the next visit.
> > Definitely not now.
> >
> > All in all, I am frustrated that I can't find a decent dealership to
> > do work on my vehicle. Just thought I'd pass along my experience.
> > Thanks for letting me rant a little. Maybe I'm way off base here,
> > but I don't think quality of service and customer service like this
> > should be tolerated.
> >
> >
> > Mike Chatfield
> >
> >
> >
> >
> >
>
>
12011 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 5:35pm
Subject: Re: Fwd: Be warned of Bill Luke Chrysler service
Hey all --
Please remember that I only posted the original information for the
group to see what I went through in this instance. I didn't post
that information expecting to generate a barrage of messages to the
service department. If the service manager had talked to me earlier,
I would have been much happer. All in all, the service manager was a
very nice man and I hope he's able to now see how important good
customer service is to the jeeping community. Just don't go
overboard here ...
Jeff
--- In az_vjc@egroups.com, "DougB" <azjeep@h...> wrote:
> Please provide me with the correct e-mail address and I will do
that, or
> kindly put a copy of my message in your internal mail to the correct
> individual. Thank you.
>
>
> ----- Original Message -----
> From: "Bill Luke C-P-J" <cpj@b...>
> To: "DougB" <azjeep@h...>
> Sent: Thursday, August 24, 2000 3:19 PM
> Subject: RE: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> > Your message was sent to the wrong department. Please re-send to
the
> > Service Manager.
> >
> > -----Original Message-----
> > From: DougB [mailto:azjeep@h...]
> > Sent: Thursday, August 24, 2000 13:00
> > To: cjservice@b...; Chatfield, Mike
> > Cc: cpj@b...
> > Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> >
> >
> > Jeff and Mike. Thanks for sharing this info with the group.
> >
> > To Bill Luke: this type of poor service is just bad
business....especially
> > in these days of quick access to information. Our club has over
300
> members,
> > and we try to keep each other informed of good experiences with
service
> > departments, as well as bad.
> > For $38 you've helped our members learn where not to go to buy a
Jeep or
> get
> > one serviced.
> >
> > ----- Original Message -----
> > From: "Chatfield, Mike" <mchat@h...>
> > To: <cjservice@b...>
> > Cc: <cpj@b...>
> > Sent: Thursday, August 24, 2000 12:09 PM
> > Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> >
> >
> > > Gentlemen,
> > >
> > > Rest assured, I am one of the "300 closest jeeping friends."
> > > mentioned in the letter below.
> > >
> > > Hearing about service like this makes my decisions even easier
> > > when it comes to shopping for a new or used car or for a service
> > > department to take my car to if it needs repairs.
> > >
> > > I can now scratch Bill Luke off of my goto list.
> > >
> > > I hope the $38 diagnostic fee you charged to find a problem your
> > > service department created while "fixing" this jeep was worth
it.
> > >
> > > Since I couldn't find an e-mail address for the General Manager
online,
> > > I CC'ed the Internet Sales guys to let them know that their
service
> > > manager is making their job to sell cars more difficult.
> > >
> > > - Mike Chatfield
> > >
> > > ---------------------- Original Text -------------------------
> > >
> > > I just wanted to share my 1st and only experience with Bill Luke
> > > Chrysler (Camelback and I-17) with 300 of my closest jeeping
friends.
> > >
> > > I had Bill Luke Chrysler fix a cooling problem on my XJ (they
were at
> > > the right place at the right time). I picked up the vehicle
when it
> > > was done (last Thursday) and on the drive home I noticed right
away
> > > that the air conditioning vents weren't working at all. As it
was
> > > rush hour traffic and I've got a friend with me I drove home
hoping
> > > the problem would fix itself. On Monday I called the
dealership and
> > > explained the problem and and that I was sure it was a result
of the
> > > original work. Tuesday I dropped off the XJ and waited for it
to get
> > > fixed. I was charged a diagnostic fee of $38 to determine that
a
> > > vacuum line was disconnected under the bumper. I explained to
the
> > > Service Advisor that that was a direct result of the original
work
> > > since the vacuum line *had* to be disconnected to remove the
radiator
> > > (they did remove the radiator).
> > >
> > > On a side note, I did originally tell the Service Advisor that I
> > > thought the new problem was a result of the airbag sensor recall
> > > because they had to remove part of the dash to relocate the
sensor.
> > > I tried to explain to him that this new problem was a result of
the
> > > original work. The Service Advisor said he based his
troubleshooting
> > > (diagnosis of the vacuum system) on that fact and it had
nothing to
> > > do with the airbag recall. Agreed. BTW, diagnosis of the
vacuum
> > > system did lead to finding disconnected vacuum line under the
bumper.
> > >
> > > So I got charged for diagnosing a problem that was created by
> > > unfinished original work. Yesterday I got a call from Bill
Luke for
> > > a customer service survey. I explained (nicely) that I was
unjustly
> > > charged for the diagnostic fee and I will never spend another
penny
> > > at Bill Luke either through repairs of my 3 Jeep vehicles or
purchase
> > > a vehicle from them unless I'm reimbursed the diagnostic fee.
I also
> > > explained that I wasn't expecting to get reimbursed, but if I
did, I
> > > would most likely use their services again.
> > >
> > > I had a phone conversation with the Service Advisor today (he
seemed
> > > bitter that I gave him a bad survey) and he explained there was
> > > nothing they would do (I'm sure this situation does happen
> > > frequently). I again explained that I felt I was unjustly
charged
> > > and they would lose a customer over a $38 charge (I spent $560
on the
> > > first service charge). He seemed fine with that. After that
phone
> > > conversation, I decided I would tell 300 of my closest AZ jeep
> > > friends about my Bill Luke experience. The Service Manager has
my
> > > number, although I doubt I'll hear from him/her. It does
surprise me
> > > that a company would lose a customer over a charge this small -
they
> > > have a good chance of recouping that money within the next
visit.
> > > Definitely not now.
> > >
> > > All in all, I am frustrated that I can't find a decent
dealership to
> > > do work on my vehicle. Just thought I'd pass along my
experience.
> > > Thanks for letting me rant a little. Maybe I'm way off base
here,
> > > but I don't think quality of service and customer service like
this
> > > should be tolerated.
> > >
> > >
> > > Mike Chatfield
> > >
> > >
> > >
> > >
> > >
> >
> >
12012 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 6:04pm
Subject: stop stop stop
Ok, got a call from the Service Manager again asking why his internet
sales staff was getting bombarded with hate mail. Please read my
follow up posts before you go calling or emailing them telling them
off.
Regards,
Jeff
11988 From: Chatfield, Mike <mchat@h...>
Date: Thu Aug 24, 2000 0:09pm
Subject: Fwd: Be warned of Bill Luke Chrysler service
Gentlemen,
Rest assured, I am one of the "300 closest jeeping friends."
mentioned in the letter below.
Hearing about service like this makes my decisions even easier
when it comes to shopping for a new or used car or for a service
department to take my car to if it needs repairs.
I can now scratch Bill Luke off of my goto list.
I hope the $38 diagnostic fee you charged to find a problem your
service department created while "fixing" this jeep was worth it.
Since I couldn't find an e-mail address for the General Manager online,
I CC'ed the Internet Sales guys to let them know that their service
manager is making their job to sell cars more difficult.
- Mike Chatfield
---------------------- Original Text -------------------------
I just wanted to share my 1st and only experience with Bill Luke
Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
the right place at the right time). I picked up the vehicle when it
was done (last Thursday) and on the drive home I noticed right away
that the air conditioning vents weren't working at all. As it was
rush hour traffic and I've got a friend with me I drove home hoping
the problem would fix itself. On Monday I called the dealership and
explained the problem and and that I was sure it was a result of the
original work. Tuesday I dropped off the XJ and waited for it to get
fixed. I was charged a diagnostic fee of $38 to determine that a
vacuum line was disconnected under the bumper. I explained to the
Service Advisor that that was a direct result of the original work
since the vacuum line *had* to be disconnected to remove the radiator
(they did remove the radiator).
On a side note, I did originally tell the Service Advisor that I
thought the new problem was a result of the airbag sensor recall
because they had to remove part of the dash to relocate the sensor.
I tried to explain to him that this new problem was a result of the
original work. The Service Advisor said he based his troubleshooting
(diagnosis of the vacuum system) on that fact and it had nothing to
do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
system did lead to finding disconnected vacuum line under the bumper.
So I got charged for diagnosing a problem that was created by
unfinished original work. Yesterday I got a call from Bill Luke for
a customer service survey. I explained (nicely) that I was unjustly
charged for the diagnostic fee and I will never spend another penny
at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
a vehicle from them unless I'm reimbursed the diagnostic fee. I also
explained that I wasn't expecting to get reimbursed, but if I did, I
would most likely use their services again.
I had a phone conversation with the Service Advisor today (he seemed
bitter that I gave him a bad survey) and he explained there was
nothing they would do (I'm sure this situation does happen
frequently). I again explained that I felt I was unjustly charged
and they would lose a customer over a $38 charge (I spent $560 on the
first service charge). He seemed fine with that. After that phone
conversation, I decided I would tell 300 of my closest AZ jeep
friends about my Bill Luke experience. The Service Manager has my
number, although I doubt I'll hear from him/her. It does surprise me
that a company would lose a customer over a charge this small - they
have a good chance of recouping that money within the next visit.
Definitely not now.
All in all, I am frustrated that I can't find a decent dealership to
do work on my vehicle. Just thought I'd pass along my experience.
Thanks for letting me rant a little. Maybe I'm way off base here,
but I don't think quality of service and customer service like this
should be tolerated.
Mike Chatfield
--------------------------------------------------------------------------------
ADVERTISEMENT
11989 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 0:25pm
Subject: RE: White Tanks cleanup headcount?
David,
Do the participants need to supply their own trash bags or are they being
provided by State Trust Land??
Thanks.......Stu
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
>-----Original Message-----
>From: david oboyle [mailto:davidoboyle@h...]
>Sent: Wednesday, August 23, 2000 20:54
>To: kermit@e...; az_vjc@egroups.com
>Subject: Re: [az_vjc] White Tanks cleanup headcount?
>
>
>The clean up is still on for the 26th...
>
>See everyone there..
>
>Dave
>
>>From: "Len Sullivan" <kermit@e...>
>>To: <az_vjc@egroups.com>
>>Subject: [az_vjc] White Tanks cleanup headcount?
>>Date: Sun, 20 Aug 2000 10:53:09 -0700
>>
>>Do we have a head count yet on the White Tanks clean up run? The
>last date
>>I remember was August 26th...next Saturday.
>>
>>The kids and I will be there. I don't think that my truck (or my bank
>>account) is quite up to the "Great Terminator ZJ Cleanup Carnage"
>runs yet,
>>but I can help with this one.
>>
>>Len
>>
>>
>>
>>
>>
>>
>>
>
>__________________________________________________ ______________________
>Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com
>
>
>
>
>
>
11990 From: DougB <azjeep@h...>
Date: Thu Aug 24, 2000 0:52pm
Subject: Fw: [w4wda] WAY too funny
It's always good to know what folks on the Ford Explorer board are going.
Enjoy.
> This thread on this bulletin board is absolute a riot....got tears in my
> eyes....
>
>
http://www.explorerforum.com/forums/showthread.php?threadid=18595&pagenumber
>
> Enjoy!!! Brian
>
>
>
>
>
>
>
11991 From: DougB <azjeep@h...>
Date: Thu Aug 24, 2000 1:01pm
Subject: Fw: Fwd: Be warned of Bill Luke Chrysler service
My comments as well.
----- Original Message -----
From: "DougB" <azjeep@h...>
To: <cjservice@b...>; "Chatfield, Mike" <mchat@h...>
Cc: <cpj@b...>
Sent: Thursday, August 24, 2000 1:00 PM
Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> Jeff and Mike. Thanks for sharing this info with the group.
>
> To Bill Luke: this type of poor service is just bad business....especially
> in these days of quick access to information. Our club has over 300
members,
> and we try to keep each other informed of good experiences with service
> departments, as well as bad.
> For $38 you've helped our members learn where not to go to buy a Jeep or
get
> one serviced.
>
> ----- Original Message -----
> From: "Chatfield, Mike" <mchat@h...>
> To: <cjservice@b...>
> Cc: <cpj@b...>
> Sent: Thursday, August 24, 2000 12:09 PM
> Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> > Gentlemen,
> >
> > Rest assured, I am one of the "300 closest jeeping friends."
> > mentioned in the letter below.
> >
> > Hearing about service like this makes my decisions even easier
> > when it comes to shopping for a new or used car or for a service
> > department to take my car to if it needs repairs.
> >
> > I can now scratch Bill Luke off of my goto list.
> >
> > I hope the $38 diagnostic fee you charged to find a problem your
> > service department created while "fixing" this jeep was worth it.
> >
> > Since I couldn't find an e-mail address for the General Manager online,
> > I CC'ed the Internet Sales guys to let them know that their service
> > manager is making their job to sell cars more difficult.
> >
> > - Mike Chatfield
> >
> > ---------------------- Original Text -------------------------
> >
> > I just wanted to share my 1st and only experience with Bill Luke
> > Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
> >
> > I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
> > the right place at the right time). I picked up the vehicle when it
> > was done (last Thursday) and on the drive home I noticed right away
> > that the air conditioning vents weren't working at all. As it was
> > rush hour traffic and I've got a friend with me I drove home hoping
> > the problem would fix itself. On Monday I called the dealership and
> > explained the problem and and that I was sure it was a result of the
> > original work. Tuesday I dropped off the XJ and waited for it to get
> > fixed. I was charged a diagnostic fee of $38 to determine that a
> > vacuum line was disconnected under the bumper. I explained to the
> > Service Advisor that that was a direct result of the original work
> > since the vacuum line *had* to be disconnected to remove the radiator
> > (they did remove the radiator).
> >
> > On a side note, I did originally tell the Service Advisor that I
> > thought the new problem was a result of the airbag sensor recall
> > because they had to remove part of the dash to relocate the sensor.
> > I tried to explain to him that this new problem was a result of the
> > original work. The Service Advisor said he based his troubleshooting
> > (diagnosis of the vacuum system) on that fact and it had nothing to
> > do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> > system did lead to finding disconnected vacuum line under the bumper.
> >
> > So I got charged for diagnosing a problem that was created by
> > unfinished original work. Yesterday I got a call from Bill Luke for
> > a customer service survey. I explained (nicely) that I was unjustly
> > charged for the diagnostic fee and I will never spend another penny
> > at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
> > a vehicle from them unless I'm reimbursed the diagnostic fee. I also
> > explained that I wasn't expecting to get reimbursed, but if I did, I
> > would most likely use their services again.
> >
> > I had a phone conversation with the Service Advisor today (he seemed
> > bitter that I gave him a bad survey) and he explained there was
> > nothing they would do (I'm sure this situation does happen
> > frequently). I again explained that I felt I was unjustly charged
> > and they would lose a customer over a $38 charge (I spent $560 on the
> > first service charge). He seemed fine with that. After that phone
> > conversation, I decided I would tell 300 of my closest AZ jeep
> > friends about my Bill Luke experience. The Service Manager has my
> > number, although I doubt I'll hear from him/her. It does surprise me
> > that a company would lose a customer over a charge this small - they
> > have a good chance of recouping that money within the next visit.
> > Definitely not now.
> >
> > All in all, I am frustrated that I can't find a decent dealership to
> > do work on my vehicle. Just thought I'd pass along my experience.
> > Thanks for letting me rant a little. Maybe I'm way off base here,
> > but I don't think quality of service and customer service like this
> > should be tolerated.
> >
> >
> > Mike Chatfield
> >
> >
> >
> >
> >
>
11992 From: Linda Luik <linda.luik@m...>
Date: Thu Aug 24, 2000 1:19pm
Subject: Re: Fw: Fwd: Be warned of Bill Luke Chrysler service
I like dealing with companies that believe that the customer is always
right unless the claim is way out of line. Luke Jeep won't have my
business.
Linda
DougB wrote:
>
> My comments as well.
>
> ----- Original Message -----
> From: "DougB" <azjeep@home.com>
> To: <cjservice@billluke.com>; "Chatfield, Mike" <mchat@home.com>
> Cc: <cpj@billluke.com>
> Sent: Thursday, August 24, 2000 1:00 PM
> Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
> > Jeff and Mike. Thanks for sharing this info with the group.
> >
> > To Bill Luke: this type of poor service is just bad business....especially
> > in these days of quick access to information. Our club has over 300
> members,
> > and we try to keep each other informed of good experiences with service
> > departments, as well as bad.
> > For $38 you've helped our members learn where not to go to buy a Jeep or
> get
> > one serviced.
> >
> > ----- Original Message -----
> > From: "Chatfield, Mike" <mchat@home.com>
> > To: <cjservice@billluke.com>
> > Cc: <cpj@billluke.com>
> > Sent: Thursday, August 24, 2000 12:09 PM
> > Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> >
> >
> > > Gentlemen,
> > >
> > > Rest assured, I am one of the "300 closest jeeping friends."
> > > mentioned in the letter below.
> > >
> > > Hearing about service like this makes my decisions even easier
> > > when it comes to shopping for a new or used car or for a service
> > > department to take my car to if it needs repairs.
> > >
> > > I can now scratch Bill Luke off of my goto list.
> > >
> > > I hope the $38 diagnostic fee you charged to find a problem your
> > > service department created while "fixing" this jeep was worth it.
> > >
> > > Since I couldn't find an e-mail address for the General Manager online,
> > > I CC'ed the Internet Sales guys to let them know that their service
> > > manager is making their job to sell cars more difficult.
> > >
> > > - Mike Chatfield
> > >
> > > ---------------------- Original Text -------------------------
> > >
> > > I just wanted to share my 1st and only experience with Bill Luke
> > > Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
> > >
> > > I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
> > > the right place at the right time). I picked up the vehicle when it
> > > was done (last Thursday) and on the drive home I noticed right away
> > > that the air conditioning vents weren't working at all. As it was
> > > rush hour traffic and I've got a friend with me I drove home hoping
> > > the problem would fix itself. On Monday I called the dealership and
> > > explained the problem and and that I was sure it was a result of the
> > > original work. Tuesday I dropped off the XJ and waited for it to get
> > > fixed. I was charged a diagnostic fee of $38 to determine that a
> > > vacuum line was disconnected under the bumper. I explained to the
> > > Service Advisor that that was a direct result of the original work
> > > since the vacuum line *had* to be disconnected to remove the radiator
> > > (they did remove the radiator).
> > >
> > > On a side note, I did originally tell the Service Advisor that I
> > > thought the new problem was a result of the airbag sensor recall
> > > because they had to remove part of the dash to relocate the sensor.
> > > I tried to explain to him that this new problem was a result of the
> > > original work. The Service Advisor said he based his troubleshooting
> > > (diagnosis of the vacuum system) on that fact and it had nothing to
> > > do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> > > system did lead to finding disconnected vacuum line under the bumper.
> > >
> > > So I got charged for diagnosing a problem that was created by
> > > unfinished original work. Yesterday I got a call from Bill Luke for
> > > a customer service survey. I explained (nicely) that I was unjustly
> > > charged for the diagnostic fee and I will never spend another penny
> > > at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
> > > a vehicle from them unless I'm reimbursed the diagnostic fee. I also
> > > explained that I wasn't expecting to get reimbursed, but if I did, I
> > > would most likely use their services again.
> > >
> > > I had a phone conversation with the Service Advisor today (he seemed
> > > bitter that I gave him a bad survey) and he explained there was
> > > nothing they would do (I'm sure this situation does happen
> > > frequently). I again explained that I felt I was unjustly charged
> > > and they would lose a customer over a $38 charge (I spent $560 on the
> > > first service charge). He seemed fine with that. After that phone
> > > conversation, I decided I would tell 300 of my closest AZ jeep
> > > friends about my Bill Luke experience. The Service Manager has my
> > > number, although I doubt I'll hear from him/her. It does surprise me
> > > that a company would lose a customer over a charge this small - they
> > > have a good chance of recouping that money within the next visit.
> > > Definitely not now.
> > >
> > > All in all, I am frustrated that I can't find a decent dealership to
> > > do work on my vehicle. Just thought I'd pass along my experience.
> > > Thanks for letting me rant a little. Maybe I'm way off base here,
> > > but I don't think quality of service and customer service like this
> > > should be tolerated.
> > >
> > >
> > > Mike Chatfield
> > >
> > >
> > >
> > >
> > >
> >
>
> -------------------------- eGroups Sponsor -------------------------~-~>
> Nothing makes you feel like a new car
> So treat yourself the easy way
> Click below
> http://click.egroups.com/1/8419/11/_/1966/_/967147051/
> ---------------------------------------------------------------------_->
Attachment: vcard [not shown]
11993 From: Jeff Woods <phjwo@p...>
Date: Thu Aug 24, 2000 1:27pm
Subject: EXPLORERS
The funniest thing on the Ford Explorer web site wasn't the guy who
Herculinered his "hootus". The funniest thing on the web site was the
modifications they listed below their vehicle. One guy listed "Borg
Warner plug wires and Bosch +4 plugs" as a mod! Now that's funny.
Jeff
--
-----------------------------------------------------
Click here for Free Video!!
http://www.gohip.com/free_video/
11994 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 1:27pm
Subject: Re: Bill Luke Chrysler service
Interesting how things turn. I got a call from the Service Manager
just now and he is sending me a check for the $38. He expressed
genuine concern, although that certainly doesn't reflect my Service
Advisor's attitude. I guess the Service Managers think a little
differently from the employees talking to the customers. I did
mention that I do belong to the Arizona Virtual Jeep club with 300
members.
Happy trails ...
Jeff
--- In az_vjc@egroups.com, "Jeff Meade" <jeffm@d...> wrote:
> I just wanted to share my 1st and only experience with Bill Luke
> Chrysler (Camelback and I-17) with 300 of my closest jeeping
friends.
>
> I had Bill Luke Chrysler fix a cooling problem on my XJ (they were
at
> the right place at the right time). I picked up the vehicle when
it
> was done (last Thursday) and on the drive home I noticed right away
> that the air conditioning vents weren't working at all. As it was
> rush hour traffic and I've got a friend with me I drove home hoping
> the problem would fix itself. On Monday I called the dealership
and
> explained the problem and and that I was sure it was a result of
the
> original work. Tuesday I dropped off the XJ and waited for it to
get
> fixed. I was charged a diagnostic fee of $38 to determine that a
> vacuum line was disconnected under the bumper. I explained to the
> Service Advisor that that was a direct result of the original work
> since the vacuum line *had* to be disconnected to remove the
radiator
> (they did remove the radiator).
>
> On a side note, I did originally tell the Service Advisor that I
> thought the new problem was a result of the airbag sensor recall
> because they had to remove part of the dash to relocate the
sensor.
> I tried to explain to him that this new problem was a result of the
> original work. The Service Advisor said he based his
troubleshooting
> (diagnosis of the vacuum system) on that fact and it had nothing to
> do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> system did lead to finding disconnected vacuum line under the
bumper.
>
> So I got charged for diagnosing a problem that was created by
> unfinished original work. Yesterday I got a call from Bill Luke
for
> a customer service survey. I explained (nicely) that I was
unjustly
> charged for the diagnostic fee and I will never spend another penny
> at Bill Luke either through repairs of my 3 Jeep vehicles or
purchase
> a vehicle from them unless I'm reimbursed the diagnostic fee. I
also
> explained that I wasn't expecting to get reimbursed, but if I did,
I
> would most likely use their services again.
>
> I had a phone conversation with the Service Advisor today (he
seemed
> bitter that I gave him a bad survey) and he explained there was
> nothing they would do (I'm sure this situation does happen
> frequently). I again explained that I felt I was unjustly charged
> and they would lose a customer over a $38 charge (I spent $560 on
the
> first service charge). He seemed fine with that. After that phone
> conversation, I decided I would tell 300 of my closest AZ jeep
> friends about my Bill Luke experience. The Service Manager has my
> number, although I doubt I'll hear from him/her. It does surprise
me
> that a company would lose a customer over a charge this small -
they
> have a good chance of recouping that money within the next visit.
> Definately not now.
>
> All in all, I am frustrated that I can't find a decent dealership
to
> do work on my vehicle. Just thought I'd pass along my experience.
> Thanks for letting me rant a little. Maybe I'm way off base here,
> but I don't think quality of service and customer service like this
> should be tolerated.
>
> Jeff Meade
11995 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 1:15pm
Subject: Fwd: Be warned of Bill Luke Chrysler service
Dear Bill Luke personnel,
After reading the below e-mail that was passed along to my Jeepin' friends
(about 300 of them) here in the valley, I must admit that I was not
completely surprised. However, I was disappointed because Bill Luke
Chrysler was NEXT on my list of dealerships to try. Having just experienced
a far worse situation at what was Biddulph Jeep (a 5 star
dealership....sure!), I promised the service manager there that his "3
levels of defense to ensure customer satisfaction" were the last words I
would be hearing from him or that dealership.
Being the head of a 3 Jeep family, (one of them now being 11 years old) I am
beginning to find the need to have some major work done on them. For
example, the '89 Cherokee just had its rear diff rebuilt. As my friend
mentioned below, Bill Luke Chrysler has been removed from my list too.
I realize that you losing me as customer (before you were able to serve me)
probably does not bother you. If it did, you would not have let Mr. Meade
be treated the way he was. It is a shame that big business has matured to
the point where they no longer desire the loyalty of a customer. If they
expect it by default, well....that must be a new business management theory
they are now teaching at college. That is OK though, as I can and will find
the small business owner who is willing to treat their customers
fairly....and to them, my business will be given.
Respectfully,
Stu Olson, Jeeper X 3
------------------------------------------------------------------
>
>
>Gentlemen,
>
>Rest assured, I am one of the "300 closest jeeping friends."
>mentioned in the letter below.
>
>Hearing about service like this makes my decisions even easier
>when it comes to shopping for a new or used car or for a service
>department to take my car to if it needs repairs.
>
>I can now scratch Bill Luke off of my goto list.
>
>I hope the $38 diagnostic fee you charged to find a problem your
>service department created while "fixing" this jeep was worth it.
>
>Since I couldn't find an e-mail address for the General Manager online,
>I CC'ed the Internet Sales guys to let them know that their service
>manager is making their job to sell cars more difficult.
>
>- Mike Chatfield
>
>---------------------- Original Text -------------------------
>
>I just wanted to share my 1st and only experience with Bill Luke
>Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
>
>I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
>the right place at the right time). I picked up the vehicle when it
>was done (last Thursday) and on the drive home I noticed right away
>that the air conditioning vents weren't working at all. As it was
>rush hour traffic and I've got a friend with me I drove home hoping
>the problem would fix itself. On Monday I called the dealership and
>explained the problem and and that I was sure it was a result of the
>original work. Tuesday I dropped off the XJ and waited for it to get
>fixed. I was charged a diagnostic fee of $38 to determine that a
>vacuum line was disconnected under the bumper. I explained to the
>Service Advisor that that was a direct result of the original work
>since the vacuum line *had* to be disconnected to remove the radiator
>(they did remove the radiator).
>
>On a side note, I did originally tell the Service Advisor that I
>thought the new problem was a result of the airbag sensor recall
>because they had to remove part of the dash to relocate the sensor.
>I tried to explain to him that this new problem was a result of the
>original work. The Service Advisor said he based his troubleshooting
>(diagnosis of the vacuum system) on that fact and it had nothing to
>do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
>system did lead to finding disconnected vacuum line under the bumper.
>
>So I got charged for diagnosing a problem that was created by
>unfinished original work. Yesterday I got a call from Bill Luke for
>a customer service survey. I explained (nicely) that I was unjustly
>charged for the diagnostic fee and I will never spend another penny
>at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
>a vehicle from them unless I'm reimbursed the diagnostic fee. I also
>explained that I wasn't expecting to get reimbursed, but if I did, I
>would most likely use their services again.
>
>I had a phone conversation with the Service Advisor today (he seemed
>bitter that I gave him a bad survey) and he explained there was
>nothing they would do (I'm sure this situation does happen
>frequently). I again explained that I felt I was unjustly charged
>and they would lose a customer over a $38 charge (I spent $560 on the
>first service charge). He seemed fine with that. After that phone
>conversation, I decided I would tell 300 of my closest AZ jeep
>friends about my Bill Luke experience. The Service Manager has my
>number, although I doubt I'll hear from him/her. It does surprise me
>that a company would lose a customer over a charge this small - they
>have a good chance of recouping that money within the next visit.
>Definitely not now.
>
>All in all, I am frustrated that I can't find a decent dealership to
>do work on my vehicle. Just thought I'd pass along my experience.
>Thanks for letting me rant a little. Maybe I'm way off base here,
>but I don't think quality of service and customer service like this
>should be tolerated.
>
>
>Mike Chatfield
>
>
>
>
>
>
11996 From: Roger Tomas <tomasr@a...>
Date: Thu Aug 24, 2000 1:36pm
Subject: Re: Re: Bill Luke Chrysler service
So, maybe Bill Luke, in general, is ok and it was just your service
advisor that sucked. Or maybe they gave in to the negative publicity
(which they should have). It's hard to say. I haven't used their
service department but I *have* had good luck with their parts department.
-Roger
Jeff Meade wrote:
>
> Interesting how things turn. I got a call from the Service Manager
> just now and he is sending me a check for the $38. He expressed
> genuine concern, although that certainly doesn't reflect my Service
> Advisor's attitude. I guess the Service Managers think a little
> differently from the employees talking to the customers. I did
> mention that I do belong to the Arizona Virtual Jeep club with 300
> members.
>
> Happy trails ...
> Jeff
11997 From: Nnote <nnote@n...>
Date: Thu Aug 24, 2000 1:44pm
Subject: Dealers
So if Bill Lukes, Biddaulphs and I've scratched Earnhardt's off the list who is left? It's funny though that the parts department is always good. Maybe it's because we usually know EXACTLY what we need, it's not up to them?!
Nick
Nnote@neta.com
Nnote@juno.com
Attachment: vcard [not shown]
11998 From: Linda Luik <linda.luik@m...>
Date: Thu Aug 24, 2000 2:06pm
Subject: Re: Dealers
So true! Anytime I have used Darner for work I have brought the service
manual along and also made sure that the work order says what I want it
to say. They still treat me like I don't know anything about cars! I
treat the parts deparment the same way. I make them re-verify PNs for
any part before I pay for it. I still got dinged on the serpentine
belt. As usual Caveat emptor! is the rule.
Linda
> Nnote wrote:
>
> So if Bill Lukes, Biddaulphs and I've scratched Earnhardt's off the
> list who is left? It's funny though that the parts department is
> always good. Maybe it's because we usually know EXACTLY what we need,
> it's not up to them?!
> Nick
>
> Nnote@neta.com
> Nnote@juno.com
> ----------------------------------------------------------------------
> [Don't Just Travel. Travel Right.]
> ----------------------------------------------------------------------
Attachment: vcard [not shown]
11999 From: Roger Tomas <tomasr@a...>
Date: Thu Aug 24, 2000 2:05pm
Subject: Re: Dealers
There's Moore out on 83rd Ave and Bell Rd but I wouldn't recommend them.
When I took my YJ in for the fuel sending unit gaskt recall, they refused
to do the work because I had a shallow dent in my gas tank skid plate.
They said it would be too hard to re-seat the fuel pump in the tank.
I then took my Jeep to Pitre on east Bell Rd and they did it without
saying a word. I have taken my Jeep to Pitre for other things and they
have been ok. But they are now Lou Grubb Jeep and I don't know if
anything has changed. They did have a some true Jeepers for mechanics.
-Roger
> Nnote wrote:
>
> So if Bill Lukes, Biddaulphs and I've scratched Earnhardt's off the list who
> is left? It's funny though that the parts department is always good. Maybe
> it's because we usually know EXACTLY what we need, it's not up to them?!
> Nick
12000 From: T.J. Nosmo-King <ice626@h...>
Date: Thu Aug 24, 2000 7:20am
Subject: Re: EXPLORERS
I liked the 6" lift on his 2WD explorer
__________________________________________________ ______________________
Get Your Private, Free E-mail from MSN Hotmail at http://www.hotmail.com
12001 From: Michael Dirilo <mike@n...>
Date: Thu Aug 24, 2000 2:27pm
Subject: B&R automotive
Had them rebuild my carb the other day. As recommended by someone
else on this site they were excellent. They allowed me to watch the
work being done which is ussually not allowed at other shops. Which
led me to believe that they are confident in their work and not
trying to hide anything. I would like to recommend them to anyone who
needs any work done to their jeep. Great service. They even asked if
I wanted to eat lunch with them. Real people. Thanks to whoever
recommended them in the first place.
12002 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 3:58pm
Subject: FW: Be warned of Bill Luke Chrysler service
The one group at Bill Luke who got my message about the service informed me
that I sent it to the wrong department, and that I should send it to the
Service Manager.
I replied back, thanked them, and asked them for the Service Manager's
e-mail address.
They replied back with the web URL and told me to go find it there.
I guess that is OK....but this too does NOT indicate to me that customer
service is at the top of their list. I see no reason why their initial
response to me did not contain the proper e-mail address I needed
I am still not impressed with them, even though they refunded Jeff's money.
Stu
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
-----Original Message-----
From: Bill Luke C-P-J [mailto:cpj@b...]
Sent: Thursday, August 24, 2000 15:41
To: Stu Olson
Subject: RE: Be warned of Bill Luke Chrysler service
log on to www.billluke.com and click on service department.
-----Original Message-----
From: Stu Olson [mailto:solson8@u...]
Sent: Thursday, August 24, 2000 15:25
To: Bill Luke C-P-J
Subject: RE: Be warned of Bill Luke Chrysler service
Might you be so kind as to supply the Service Manager's e-mail address?
Thank you
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
>-----Original Message-----
>From: Bill Luke C-P-J [mailto:cpj@b...]
>Sent: Thursday, August 24, 2000 15:20
>To: Stu Olson
>Subject: RE: Be warned of Bill Luke Chrysler service
>
>
>Your message was sent to the wrong department. Please re-send to our
>Service Manager.
>
>-----Original Message-----
>From: Stu Olson [mailto:solson8@u...]
>Sent: Thursday, August 24, 2000 13:16
>To: cjservice@b...
>Cc: cpj@b...
>Subject: Fwd: Be warned of Bill Luke Chrysler service
>
>
>Dear Bill Luke personnel,
>
>After reading the below e-mail that was passed along to my Jeepin' friends
>(about 300 of them) here in the valley, I must admit that I was not
>completely surprised. However, I was disappointed because Bill Luke
>Chrysler was NEXT on my list of dealerships to try. Having just
>experienced
>a far worse situation at what was Biddulph Jeep (a 5 star
>dealership....sure!), I promised the service manager there that his "3
>levels of defense to ensure customer satisfaction" were the last words I
>would be hearing from him or that dealership.
>
>Being the head of a 3 Jeep family, (one of them now being 11 years
>old) I am
>beginning to find the need to have some major work done on them. For
>example, the '89 Cherokee just had its rear diff rebuilt. As my friend
>mentioned below, Bill Luke Chrysler has been removed from my list too.
>
>I realize that you losing me as customer (before you were able to serve me)
>probably does not bother you. If it did, you would not have let Mr. Meade
>be treated the way he was. It is a shame that big business has matured to
>the point where they no longer desire the loyalty of a customer. If they
>expect it by default, well....that must be a new business management theory
>they are now teaching at college. That is OK though, as I can and
>will find
>the small business owner who is willing to treat their customers
>fairly....and to them, my business will be given.
>
>Respectfully,
>
>Stu Olson, Jeeper X 3
>
>------------------------------------------------------------------
>>
>>
>>Gentlemen,
>>
>>Rest assured, I am one of the "300 closest jeeping friends."
>>mentioned in the letter below.
>>
>>Hearing about service like this makes my decisions even easier
>>when it comes to shopping for a new or used car or for a service
>>department to take my car to if it needs repairs.
>>
>>I can now scratch Bill Luke off of my goto list.
>>
>>I hope the $38 diagnostic fee you charged to find a problem your
>>service department created while "fixing" this jeep was worth it.
>>
>>Since I couldn't find an e-mail address for the General Manager online,
>>I CC'ed the Internet Sales guys to let them know that their service
>>manager is making their job to sell cars more difficult.
>>
>>- Mike Chatfield
>>
>>---------------------- Original Text -------------------------
>>
>>I just wanted to share my 1st and only experience with Bill Luke
>>Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
>>
>>I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
>>the right place at the right time). I picked up the vehicle when it
>>was done (last Thursday) and on the drive home I noticed right away
>>that the air conditioning vents weren't working at all. As it was
>>rush hour traffic and I've got a friend with me I drove home hoping
>>the problem would fix itself. On Monday I called the dealership and
>>explained the problem and and that I was sure it was a result of the
>>original work. Tuesday I dropped off the XJ and waited for it to get
>>fixed. I was charged a diagnostic fee of $38 to determine that a
>>vacuum line was disconnected under the bumper. I explained to the
>>Service Advisor that that was a direct result of the original work
>>since the vacuum line *had* to be disconnected to remove the radiator
>>(they did remove the radiator).
>>
>>On a side note, I did originally tell the Service Advisor that I
>>thought the new problem was a result of the airbag sensor recall
>>because they had to remove part of the dash to relocate the sensor.
>>I tried to explain to him that this new problem was a result of the
>>original work. The Service Advisor said he based his troubleshooting
>>(diagnosis of the vacuum system) on that fact and it had nothing to
>>do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
>>system did lead to finding disconnected vacuum line under the bumper.
>>
>>So I got charged for diagnosing a problem that was created by
>>unfinished original work. Yesterday I got a call from Bill Luke for
>>a customer service survey. I explained (nicely) that I was unjustly
>>charged for the diagnostic fee and I will never spend another penny
>>at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
>>a vehicle from them unless I'm reimbursed the diagnostic fee. I also
>>explained that I wasn't expecting to get reimbursed, but if I did, I
>>would most likely use their services again.
>>
>>I had a phone conversation with the Service Advisor today (he seemed
>>bitter that I gave him a bad survey) and he explained there was
>>nothing they would do (I'm sure this situation does happen
>>frequently). I again explained that I felt I was unjustly charged
>>and they would lose a customer over a $38 charge (I spent $560 on the
>>first service charge). He seemed fine with that. After that phone
>>conversation, I decided I would tell 300 of my closest AZ jeep
>>friends about my Bill Luke experience. The Service Manager has my
>>number, although I doubt I'll hear from him/her. It does surprise me
>>that a company would lose a customer over a charge this small - they
>>have a good chance of recouping that money within the next visit.
>>Definitely not now.
>>
>>All in all, I am frustrated that I can't find a decent dealership to
>>do work on my vehicle. Just thought I'd pass along my experience.
>>Thanks for letting me rant a little. Maybe I'm way off base here,
>>but I don't think quality of service and customer service like this
>>should be tolerated.
>>
>>
>>Mike Chatfield
>>
>>
>>
>>
>>
>>
>
>
>
12003 From: Jon Loveless <jonloveless@m...>
Date: Thu Aug 24, 2000 4:36pm
Subject: bad deal
Wow. You guys are getting raked over the coals on our Jeep site. And, it
sounds like the customer was right - even though the customer is always
right. Since when does your shop need to charge for diagnostics to find a
problem caused by their own incomplete job??
You have succeeded in alienating a whole lot of Jeepers with this one. Nice
going.
I, too, will drive right on by.
Jon
------------------------------------------
Jon Loveless
(602)432-7860 cell
(480)816-6240 home
jonloveless@m...
12004 From: Stu Olson <solson8@u...>
Date: Thu Aug 24, 2000 4:40pm
Subject: RE: FW: Be warned of Bill Luke Chrysler service
I just went down the page and read my first note to Bill Luke. Unknown to
me at that time, it went directly to the Service Manager and was cc: to the
group that responded to me. I still don't like them since they exhibit no
attention to detail, another customer service trait that is obviously
lacking.
Your honor.....the defense rests its case!
Stu
Stu Olson N7QJP
Phoenix, AZ DM33vm
http://www.users.uswest.net/~solson8
http://home.off-road.com/~stu
>-----Original Message-----
>From: Stu Olson [mailto:solson8@u...]
>Sent: Thursday, August 24, 2000 15:58
>To: az_vjc
>Subject: [az_vjc] FW: Be warned of Bill Luke Chrysler service
>
>
>The one group at Bill Luke who got my message about the service informed me
>that I sent it to the wrong department, and that I should send it to the
>Service Manager.
>
>I replied back, thanked them, and asked them for the Service Manager's
>e-mail address.
>
>They replied back with the web URL and told me to go find it there.
>
>I guess that is OK....but this too does NOT indicate to me that customer
>service is at the top of their list. I see no reason why their initial
>response to me did not contain the proper e-mail address I needed
>
>I am still not impressed with them, even though they refunded Jeff's money.
>
>Stu
>
>Stu Olson N7QJP
>Phoenix, AZ DM33vm
>http://www.users.uswest.net/~solson8
>http://home.off-road.com/~stu
>
>-----Original Message-----
>From: Bill Luke C-P-J [mailto:cpj@b...]
>Sent: Thursday, August 24, 2000 15:41
>To: Stu Olson
>Subject: RE: Be warned of Bill Luke Chrysler service
>
>
>log on to www.billluke.com and click on service department.
>
>-----Original Message-----
>From: Stu Olson [mailto:solson8@u...]
>Sent: Thursday, August 24, 2000 15:25
>To: Bill Luke C-P-J
>Subject: RE: Be warned of Bill Luke Chrysler service
>
>
>Might you be so kind as to supply the Service Manager's e-mail address?
>
>Thank you
>
>Stu Olson N7QJP
>Phoenix, AZ DM33vm
>http://www.users.uswest.net/~solson8
>http://home.off-road.com/~stu
>
>>-----Original Message-----
>>From: Bill Luke C-P-J [mailto:cpj@b...]
>>Sent: Thursday, August 24, 2000 15:20
>>To: Stu Olson
>>Subject: RE: Be warned of Bill Luke Chrysler service
>>
>>
>>Your message was sent to the wrong department. Please re-send to our
>>Service Manager.
>>
>>-----Original Message-----
>>From: Stu Olson [mailto:solson8@u...]
>>Sent: Thursday, August 24, 2000 13:16
>>To: cjservice@b...
>>Cc: cpj@b...
>>Subject: Fwd: Be warned of Bill Luke Chrysler service
>>
>>
>>Dear Bill Luke personnel,
>>
>>After reading the below e-mail that was passed along to my Jeepin' friends
>>(about 300 of them) here in the valley, I must admit that I was not
>>completely surprised. However, I was disappointed because Bill Luke
>>Chrysler was NEXT on my list of dealerships to try. Having just
>>experienced
>>a far worse situation at what was Biddulph Jeep (a 5 star
>>dealership....sure!), I promised the service manager there that his "3
>>levels of defense to ensure customer satisfaction" were the last words I
>>would be hearing from him or that dealership.
>>
>>Being the head of a 3 Jeep family, (one of them now being 11 years
>>old) I am
>>beginning to find the need to have some major work done on them. For
>>example, the '89 Cherokee just had its rear diff rebuilt. As my friend
>>mentioned below, Bill Luke Chrysler has been removed from my list too.
>>
>>I realize that you losing me as customer (before you were able to
>serve me)
>>probably does not bother you. If it did, you would not have let Mr. Meade
>>be treated the way he was. It is a shame that big business has matured to
>>the point where they no longer desire the loyalty of a customer. If they
>>expect it by default, well....that must be a new business
>management theory
>>they are now teaching at college. That is OK though, as I can and
>>will find
>>the small business owner who is willing to treat their customers
>>fairly....and to them, my business will be given.
>>
>>Respectfully,
>>
>>Stu Olson, Jeeper X 3
>>
>>------------------------------------------------------------------
>>>
>>>
>>>Gentlemen,
>>>
>>>Rest assured, I am one of the "300 closest jeeping friends."
>>>mentioned in the letter below.
>>>
>>>Hearing about service like this makes my decisions even easier
>>>when it comes to shopping for a new or used car or for a service
>>>department to take my car to if it needs repairs.
>>>
>>>I can now scratch Bill Luke off of my goto list.
>>>
>>>I hope the $38 diagnostic fee you charged to find a problem your
>>>service department created while "fixing" this jeep was worth it.
>>>
>>>Since I couldn't find an e-mail address for the General Manager online,
>>>I CC'ed the Internet Sales guys to let them know that their service
>>>manager is making their job to sell cars more difficult.
>>>
>>>- Mike Chatfield
>>>
>>>---------------------- Original Text -------------------------
>>>
>>>I just wanted to share my 1st and only experience with Bill Luke
>>>Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
>>>
>>>I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
>>>the right place at the right time). I picked up the vehicle when it
>>>was done (last Thursday) and on the drive home I noticed right away
>>>that the air conditioning vents weren't working at all. As it was
>>>rush hour traffic and I've got a friend with me I drove home hoping
>>>the problem would fix itself. On Monday I called the dealership and
>>>explained the problem and and that I was sure it was a result of the
>>>original work. Tuesday I dropped off the XJ and waited for it to get
>>>fixed. I was charged a diagnostic fee of $38 to determine that a
>>>vacuum line was disconnected under the bumper. I explained to the
>>>Service Advisor that that was a direct result of the original work
>>>since the vacuum line *had* to be disconnected to remove the radiator
>>>(they did remove the radiator).
>>>
>>>On a side note, I did originally tell the Service Advisor that I
>>>thought the new problem was a result of the airbag sensor recall
>>>because they had to remove part of the dash to relocate the sensor.
>>>I tried to explain to him that this new problem was a result of the
>>>original work. The Service Advisor said he based his troubleshooting
>>>(diagnosis of the vacuum system) on that fact and it had nothing to
>>>do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
>>>system did lead to finding disconnected vacuum line under the bumper.
>>>
>>>So I got charged for diagnosing a problem that was created by
>>>unfinished original work. Yesterday I got a call from Bill Luke for
>>>a customer service survey. I explained (nicely) that I was unjustly
>>>charged for the diagnostic fee and I will never spend another penny
>>>at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
>>>a vehicle from them unless I'm reimbursed the diagnostic fee. I also
>>>explained that I wasn't expecting to get reimbursed, but if I did, I
>>>would most likely use their services again.
>>>
>>>I had a phone conversation with the Service Advisor today (he seemed
>>>bitter that I gave him a bad survey) and he explained there was
>>>nothing they would do (I'm sure this situation does happen
>>>frequently). I again explained that I felt I was unjustly charged
>>>and they would lose a customer over a $38 charge (I spent $560 on the
>>>first service charge). He seemed fine with that. After that phone
>>>conversation, I decided I would tell 300 of my closest AZ jeep
>>>friends about my Bill Luke experience. The Service Manager has my
>>>number, although I doubt I'll hear from him/her. It does surprise me
>>>that a company would lose a customer over a charge this small - they
>>>have a good chance of recouping that money within the next visit.
>>>Definitely not now.
>>>
>>>All in all, I am frustrated that I can't find a decent dealership to
>>>do work on my vehicle. Just thought I'd pass along my experience.
>>>Thanks for letting me rant a little. Maybe I'm way off base here,
>>>but I don't think quality of service and customer service like this
>>>should be tolerated.
>>>
>>>
>>>Mike Chatfield
>>>
>>>
>>>
>>>
>>>
>>>
>>
>>
>>
>
>
>
>
>
>
>
>
12005 From: Jeff Woods <phjwo@p...>
Date: Thu Aug 24, 2000 4:55pm
Subject: Poor customer service
To: Bill Luke Chrysler
From: Jeff Woods Arizona Virtual Jeep Club
Date: August 24th, 2000
After hearing about the poor customer service one of our club members
received at your dealership I can assure you I will never set foot on
your property to buy a vehicle or service one of my vehicles. Our club
is "only" a little more than 300 Jeep owners, but most of us belong to
at least one other Jeep club in the state.
12006 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 4:51pm
Subject: anyone running TSL radials?
I've got a friend that wants some 36x14.5 swampers but they only come
in the TSL radial flavor. I don't have any experience with the
radial, only the SSR and TSL/SX flavors.
How do these hold up to heavy rockcrawling (he doesn't care about on-
road performance since his jeep is a trailer queen).
Thanks in advance,
Jeff
12007 From: <aphrodsyak@a...>
Date: Thu Aug 24, 2000 0:53pm
Subject: Re: Dealers
I have had excellent experience with darners in mesa!!! they even replaced a
squeaky alternator for me (under warranty)!!!! they took care of a bad
tranny & a couple months later a spun bearing on the transfer case warranted
that being replaced. all under warranty, all with at least a four inch
lift and larger tires. and obvious signs of abuse. and here is the kicker.
I BOUGHT IT IN WA didn't even purchase it in this state. I would stand
behind their service department.. they are great
12008 From: <grafik_lar@y...>
Date: Thu Aug 24, 2000 4:55pm
Subject: Pictures for My Site !! Thanks
I want to Thank all of you that Have replied with Pictures or links
to their Sites, That is Very nice of all of you.
I will continue to Update it as much as possible tomorrow.
Make sure you visit and Let me know what you think and give your 2
cents on the site.
www.dearmansystems.com/web/index.htm
12009 From: Jon Loveless <jonloveless@m...>
Date: Thu Aug 24, 2000 5:12pm
Subject: decals, decals, decals
For all the info needed to order decals you can now go to our new web site.
Tom and Mike are doing a great job of beefing up our site and I, for one,
am grateful. Thanks, guys.
http://www.azvjc.org/azjeep.htm
Jon
------------------------------------------
Jon Loveless
(602)432-7860 cell
(480)816-6240 home
jonloveless@m...
12010 From: DougB <azjeep@h...>
Date: Thu Aug 24, 2000 5:24pm
Subject: Re: Fwd: Be warned of Bill Luke Chrysler service
Please provide me with the correct e-mail address and I will do that, or
kindly put a copy of my message in your internal mail to the correct
individual. Thank you.
----- Original Message -----
From: "Bill Luke C-P-J" <cpj@b...>
To: "DougB" <azjeep@h...>
Sent: Thursday, August 24, 2000 3:19 PM
Subject: RE: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> Your message was sent to the wrong department. Please re-send to the
> Service Manager.
>
> -----Original Message-----
> From: DougB [mailto:azjeep@h...]
> Sent: Thursday, August 24, 2000 13:00
> To: cjservice@b...; Chatfield, Mike
> Cc: cpj@b...
> Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> Jeff and Mike. Thanks for sharing this info with the group.
>
> To Bill Luke: this type of poor service is just bad business....especially
> in these days of quick access to information. Our club has over 300
members,
> and we try to keep each other informed of good experiences with service
> departments, as well as bad.
> For $38 you've helped our members learn where not to go to buy a Jeep or
get
> one serviced.
>
> ----- Original Message -----
> From: "Chatfield, Mike" <mchat@h...>
> To: <cjservice@b...>
> Cc: <cpj@b...>
> Sent: Thursday, August 24, 2000 12:09 PM
> Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> > Gentlemen,
> >
> > Rest assured, I am one of the "300 closest jeeping friends."
> > mentioned in the letter below.
> >
> > Hearing about service like this makes my decisions even easier
> > when it comes to shopping for a new or used car or for a service
> > department to take my car to if it needs repairs.
> >
> > I can now scratch Bill Luke off of my goto list.
> >
> > I hope the $38 diagnostic fee you charged to find a problem your
> > service department created while "fixing" this jeep was worth it.
> >
> > Since I couldn't find an e-mail address for the General Manager online,
> > I CC'ed the Internet Sales guys to let them know that their service
> > manager is making their job to sell cars more difficult.
> >
> > - Mike Chatfield
> >
> > ---------------------- Original Text -------------------------
> >
> > I just wanted to share my 1st and only experience with Bill Luke
> > Chrysler (Camelback and I-17) with 300 of my closest jeeping friends.
> >
> > I had Bill Luke Chrysler fix a cooling problem on my XJ (they were at
> > the right place at the right time). I picked up the vehicle when it
> > was done (last Thursday) and on the drive home I noticed right away
> > that the air conditioning vents weren't working at all. As it was
> > rush hour traffic and I've got a friend with me I drove home hoping
> > the problem would fix itself. On Monday I called the dealership and
> > explained the problem and and that I was sure it was a result of the
> > original work. Tuesday I dropped off the XJ and waited for it to get
> > fixed. I was charged a diagnostic fee of $38 to determine that a
> > vacuum line was disconnected under the bumper. I explained to the
> > Service Advisor that that was a direct result of the original work
> > since the vacuum line *had* to be disconnected to remove the radiator
> > (they did remove the radiator).
> >
> > On a side note, I did originally tell the Service Advisor that I
> > thought the new problem was a result of the airbag sensor recall
> > because they had to remove part of the dash to relocate the sensor.
> > I tried to explain to him that this new problem was a result of the
> > original work. The Service Advisor said he based his troubleshooting
> > (diagnosis of the vacuum system) on that fact and it had nothing to
> > do with the airbag recall. Agreed. BTW, diagnosis of the vacuum
> > system did lead to finding disconnected vacuum line under the bumper.
> >
> > So I got charged for diagnosing a problem that was created by
> > unfinished original work. Yesterday I got a call from Bill Luke for
> > a customer service survey. I explained (nicely) that I was unjustly
> > charged for the diagnostic fee and I will never spend another penny
> > at Bill Luke either through repairs of my 3 Jeep vehicles or purchase
> > a vehicle from them unless I'm reimbursed the diagnostic fee. I also
> > explained that I wasn't expecting to get reimbursed, but if I did, I
> > would most likely use their services again.
> >
> > I had a phone conversation with the Service Advisor today (he seemed
> > bitter that I gave him a bad survey) and he explained there was
> > nothing they would do (I'm sure this situation does happen
> > frequently). I again explained that I felt I was unjustly charged
> > and they would lose a customer over a $38 charge (I spent $560 on the
> > first service charge). He seemed fine with that. After that phone
> > conversation, I decided I would tell 300 of my closest AZ jeep
> > friends about my Bill Luke experience. The Service Manager has my
> > number, although I doubt I'll hear from him/her. It does surprise me
> > that a company would lose a customer over a charge this small - they
> > have a good chance of recouping that money within the next visit.
> > Definitely not now.
> >
> > All in all, I am frustrated that I can't find a decent dealership to
> > do work on my vehicle. Just thought I'd pass along my experience.
> > Thanks for letting me rant a little. Maybe I'm way off base here,
> > but I don't think quality of service and customer service like this
> > should be tolerated.
> >
> >
> > Mike Chatfield
> >
> >
> >
> >
> >
>
>
12011 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 5:35pm
Subject: Re: Fwd: Be warned of Bill Luke Chrysler service
Hey all --
Please remember that I only posted the original information for the
group to see what I went through in this instance. I didn't post
that information expecting to generate a barrage of messages to the
service department. If the service manager had talked to me earlier,
I would have been much happer. All in all, the service manager was a
very nice man and I hope he's able to now see how important good
customer service is to the jeeping community. Just don't go
overboard here ...
Jeff
--- In az_vjc@egroups.com, "DougB" <azjeep@h...> wrote:
> Please provide me with the correct e-mail address and I will do
that, or
> kindly put a copy of my message in your internal mail to the correct
> individual. Thank you.
>
>
> ----- Original Message -----
> From: "Bill Luke C-P-J" <cpj@b...>
> To: "DougB" <azjeep@h...>
> Sent: Thursday, August 24, 2000 3:19 PM
> Subject: RE: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
>
>
> > Your message was sent to the wrong department. Please re-send to
the
> > Service Manager.
> >
> > -----Original Message-----
> > From: DougB [mailto:azjeep@h...]
> > Sent: Thursday, August 24, 2000 13:00
> > To: cjservice@b...; Chatfield, Mike
> > Cc: cpj@b...
> > Subject: Re: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> >
> >
> > Jeff and Mike. Thanks for sharing this info with the group.
> >
> > To Bill Luke: this type of poor service is just bad
business....especially
> > in these days of quick access to information. Our club has over
300
> members,
> > and we try to keep each other informed of good experiences with
service
> > departments, as well as bad.
> > For $38 you've helped our members learn where not to go to buy a
Jeep or
> get
> > one serviced.
> >
> > ----- Original Message -----
> > From: "Chatfield, Mike" <mchat@h...>
> > To: <cjservice@b...>
> > Cc: <cpj@b...>
> > Sent: Thursday, August 24, 2000 12:09 PM
> > Subject: [az_vjc] Fwd: Be warned of Bill Luke Chrysler service
> >
> >
> > > Gentlemen,
> > >
> > > Rest assured, I am one of the "300 closest jeeping friends."
> > > mentioned in the letter below.
> > >
> > > Hearing about service like this makes my decisions even easier
> > > when it comes to shopping for a new or used car or for a service
> > > department to take my car to if it needs repairs.
> > >
> > > I can now scratch Bill Luke off of my goto list.
> > >
> > > I hope the $38 diagnostic fee you charged to find a problem your
> > > service department created while "fixing" this jeep was worth
it.
> > >
> > > Since I couldn't find an e-mail address for the General Manager
online,
> > > I CC'ed the Internet Sales guys to let them know that their
service
> > > manager is making their job to sell cars more difficult.
> > >
> > > - Mike Chatfield
> > >
> > > ---------------------- Original Text -------------------------
> > >
> > > I just wanted to share my 1st and only experience with Bill Luke
> > > Chrysler (Camelback and I-17) with 300 of my closest jeeping
friends.
> > >
> > > I had Bill Luke Chrysler fix a cooling problem on my XJ (they
were at
> > > the right place at the right time). I picked up the vehicle
when it
> > > was done (last Thursday) and on the drive home I noticed right
away
> > > that the air conditioning vents weren't working at all. As it
was
> > > rush hour traffic and I've got a friend with me I drove home
hoping
> > > the problem would fix itself. On Monday I called the
dealership and
> > > explained the problem and and that I was sure it was a result
of the
> > > original work. Tuesday I dropped off the XJ and waited for it
to get
> > > fixed. I was charged a diagnostic fee of $38 to determine that
a
> > > vacuum line was disconnected under the bumper. I explained to
the
> > > Service Advisor that that was a direct result of the original
work
> > > since the vacuum line *had* to be disconnected to remove the
radiator
> > > (they did remove the radiator).
> > >
> > > On a side note, I did originally tell the Service Advisor that I
> > > thought the new problem was a result of the airbag sensor recall
> > > because they had to remove part of the dash to relocate the
sensor.
> > > I tried to explain to him that this new problem was a result of
the
> > > original work. The Service Advisor said he based his
troubleshooting
> > > (diagnosis of the vacuum system) on that fact and it had
nothing to
> > > do with the airbag recall. Agreed. BTW, diagnosis of the
vacuum
> > > system did lead to finding disconnected vacuum line under the
bumper.
> > >
> > > So I got charged for diagnosing a problem that was created by
> > > unfinished original work. Yesterday I got a call from Bill
Luke for
> > > a customer service survey. I explained (nicely) that I was
unjustly
> > > charged for the diagnostic fee and I will never spend another
penny
> > > at Bill Luke either through repairs of my 3 Jeep vehicles or
purchase
> > > a vehicle from them unless I'm reimbursed the diagnostic fee.
I also
> > > explained that I wasn't expecting to get reimbursed, but if I
did, I
> > > would most likely use their services again.
> > >
> > > I had a phone conversation with the Service Advisor today (he
seemed
> > > bitter that I gave him a bad survey) and he explained there was
> > > nothing they would do (I'm sure this situation does happen
> > > frequently). I again explained that I felt I was unjustly
charged
> > > and they would lose a customer over a $38 charge (I spent $560
on the
> > > first service charge). He seemed fine with that. After that
phone
> > > conversation, I decided I would tell 300 of my closest AZ jeep
> > > friends about my Bill Luke experience. The Service Manager has
my
> > > number, although I doubt I'll hear from him/her. It does
surprise me
> > > that a company would lose a customer over a charge this small -
they
> > > have a good chance of recouping that money within the next
visit.
> > > Definitely not now.
> > >
> > > All in all, I am frustrated that I can't find a decent
dealership to
> > > do work on my vehicle. Just thought I'd pass along my
experience.
> > > Thanks for letting me rant a little. Maybe I'm way off base
here,
> > > but I don't think quality of service and customer service like
this
> > > should be tolerated.
> > >
> > >
> > > Mike Chatfield
> > >
> > >
> > >
> > >
> > >
> >
> >
12012 From: Jeff Meade <jeffm@d...>
Date: Thu Aug 24, 2000 6:04pm
Subject: stop stop stop
Ok, got a call from the Service Manager again asking why his internet
sales staff was getting bombarded with hate mail. Please read my
follow up posts before you go calling or emailing them telling them
off.
Regards,
Jeff