4th service experience of a Jeep Compass at 48,122 kms

The Jeep dealership changed hands in Goa in June 2023 if I remember correctly. Goa was without any Jeep dealership & SC for 6 - 7 months.

BHPian kaps1311 recently shared this with other enthusiasts.

It's an interesting thread, being a JC owner for last 4 years, I would like to share my experience of recent servicing done on my JC. Having boasted about the professional approach during the purchase of my JC in 2019, It was only prudent on my side to pen my experience. I have tried to keep it unbiased and leave upto the forum to be the best judge.

The Jeep dealership changed hands in Goa in June 2023 if I remember correctly. Goa was without any Jeep dealership & SC for 6 - 7 months. The owners had to travel 150kms + to the nearest SC for service. With the new dealership & SC coming in, it was a great relief and moreover I feel lucky to have the SC adjacent to my workplace.

The 4th servicing was due and hence sort an appointment for servicing with ODO at 48K approx. Was promptly provided appointment on the 7th Feb. 

My car’s 1st Visit to SC

Reached the SC on time. They had only 2 SE’s attending the customers. May be not many vehicles coming in for servicing. I waited for the SE assigned to me to complete his previous customer. From the conversation that was taking place between them, clearly the customer wasn’t happy about something. Once he was done with, I requested for the following work required to be done on my car. 

1) Normal servicing 60K (4th service)

2) Squeaking sound while in motion. Probably from the bonnet. Felt like to metal parts rubbing against each other. 

3) Headlight alignment.

4) Wheel balancing and alignment.

We then took a test drive to check out on the squeaking sound. I pointed out squeaking sound and the SE says he has heard it and would ask the technician to address it. 

I get a call at 2.00 pm from the SE that servicing is almost done. I am told by the SE that the sound is due to worn out brake pads and rotor and needs replacement. Total cost 18k. I told him that the sound is heard when the car is in motion and not while I am applying brakes which I had clearly made him hear during the test drive of my car. Told him I would get replacement of brake pads & rotor done later.

At 4.00 pm I give a call to know if the car is ready. I am told it is and I tell the SE to keep the service bill ready so that I can pay and leave immediately. 

I reached the SC at 6.00 pm and to my surprise the car wasn’t ready. The SE was busy handling the same disgruntled customer. Had a short discussion with the customer and understand that he was in the SC throughout the day and had travelled more that 50kms and wasn’t happy with the way his concerns were handled. 

Waited patiently until 7.15 pm when the car and bill was handed over to me. 

1) The wheel alignment was not done. (Charged Rs.2,514/-)

2) Headlight alignment was not done.

3) Car was not cleaned. (Charged Rs.760/-)

4) The squeaking sound not addressed.

I was handed over a bill of Rs.24,000/-. (Rs.16,000/- parts & consumables and Rs.8,000/- labor). Was told that the car would be collected next day from my workplace for completion of remainder of the work. Then I was handed over a feedback form which I filled up giving an overall 7 points out of 10 and suggested for timely readiness and delivery of the car in the feedback form.

My car’s 2nd visit to SC

The next day on the 8th Feb there is no communication from the SE until 10.00 am. I myself gave a call reminding the SE about the pending works on my car. The car was picked up at 10.30 am from my workplace. Told the SC that I needed the car by 12.00 noon as I had to leave for a pre-scheduled meeting. 

The car is not returned until 1.30 pm. My visit to the pre-scheduled meeting had gone for a toss. The car is returned. The cleaning of the car, headlight alignment and wheel alignment were done, however the squeaking sound persisted and was not addressed. Since I had to travel, I could not follow-up on the issue.

On the 23rd Feb I got a call from the SC dealer relationship desk seeking my feedback on the servicing done. I explained the above unresolved concern and spoke for almost 10 mins. I was assured that the squeaking sound issue would be resolved and I was requested to provide 9 points out of 10 on the online feedback form from Jeep. Though I was a bit disappointed, I thought to myself being a new dealer and with limited staff it would take time for them to streamline the processes.

My car’s 3rd visit to the SC

My car was then called in on 27th Feb for repairs to the squeaking sound. Took the car there and all the while the squeaking sound persisted. The moment the car was given to the SE for a test drive no sound at all. However, the SE assured me that he is aware of the sound and would ask the technicians to address the same. At 4.00 pm I give call to the SE and he does not bother to respond. I call the SC desk and am told that the concerned technician has already left for the day and the one who is now attending to my car will give me call. I get a call at 4.30 pm and the SE gives me the same reasoning that the sound is due to worn out brake pad and rotor. It meant that the SC had not attended to my car all this while at all.

I lost my cool, gave earful to the SE and told him that it is not because of the brake pad and rotor and that the sound is continuous while car is in motion. I call the SC desk and blast her saying they have pathetic and incapable SE’s and technicians. I rush to the SC that very moment. By the time the whole SC team is at my car peeping into bonnet and inspecting the car. I request the technician to get into that car and test drive it. Guess what……..! there is pin drop silence throughout the test drive of 15 mins not a sound. I told them I would record the sound as soon as it reoccurs and share the same. 

The moment I drive out of the SC the sound appears again. All the while, the car being used that evening, the sound is heard. I immediately recorded it on my mobile. Next morning, I share it with the technician and he assures that my car will be taken up for repairs. (I am not able to upload the video recording here) For two days, no one bothers to call. On 29th evening I message and call the SC desk and escalate the same it to the GM service as well. 

My car’s 4th visit to the SC

The SC desk provides me appointment on the 4th March. Promptly handover the car to the SE. That evening I am told that there was some lose screw of front suspension plate and the same was tightened and now there was no sound. They had tested the car extensively and handed me the keys. 

As I am out of the SC and the sound reoccurs. The squeaking sound persists and now I have no more patience to take my car to SC again. Having kept my car for 4 days at different occasions there seems to be no solution with the SC. On the 9th March I get a message from the SE enquiring if the sound could be heard. I affirm him the same expecting them to pick up my car for inspection. But no response. Then 16th March I get a message and call from SC desk and I inform that the issue is not resolved. On 20th March I get a call from CR for feedback and I am shocked to hear that the SE has informed that the issue is resolved. I send the CR the recording of the squeaking sound and to date over a period of more than a month, I await the resolution of the same.

From the above experience I can summarize the following;

1) Staff is very courteous with customers at the SC. 

2) I was informed that the cost of spare parts/ servicing have increased and however the cost seems reasonable.

3) Process and procedures followed – Needs big improvement. Servicing leaves a lot to be desired.

4) Technical know how/ expertise – Overall experience they did not impress me much. Very limited staff.

5) Just because I am in the neighborhood, I managed to take the car to the SC these many times. Alas, without resolution to my concern to date.

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