Here is my experience as told to Chrysler in a recent letter:
March 27, 2013
Chrysler Customer Care
P.O. Box 21-8004
Auburn Hills MI 48321
RE: Perplexed and Unhappy 2013 Jeep Wrangler
Unlimited Sahara Owner
Yesterday I took delivery of a 2013 Jeep Wrangler Unlimited Sahara from Farrish Chrysler Jeep in Fairfax, Virginia (VIN XXXXXXXXXXXXX). My experience with the dealership was great from start to finish……..that is not why I’m writing.
One of the items I purchased was Uconnect® because hands-free access to my mobile phone is very important to me. By way of background and comparison my first experience with Bluetooth enabled hands-free access to my mobile phone was when I purchased a new 2013 Honda CRV a few months ago.
The experience with setting up the hands-free feature in our Honda was easy and our use of the service in the 6-month or so that we have had the vehicle has been seamless and flawless. Unfortunately I cannot say the same with my experience so far with my new Jeep.
The very first feature that I tried to set-up in my new Jeep was the hands-free mobile phone connectivity with my Apple iPhone 4 (you’ve heard of the Apple iPhone right?). After repeated failed attempts to pair my phone with my new Jeep I finally had to seek advice from customer support at Uconnect® …………what I found out was very troubling indeed. Apparently the version of the operating system on my phone was “too current” and the software engineers had not yet tested it for compatibility with the Uconnect® system and therefore I would not be able to pair my phone with my just purchased, brand new, 2013 Jeep. I was told that the phone manufacturers were changing their operating systems frequently and the inference was that the software engineers at Uconnect® were having a hard keeping up…….how is that my problem and how is it that Honda seems to have no difficulty. And the kicker……..no idea when the issue might be resolved. Best advice; just keep checking back with the website………..really? Yes, really.
WHAT! Frankly I don’t know what to say………………after all my iPhone is not some off-brand phone system with an obscure operating system that no one has ever heard of…………and the problem is not that my system is old but rather too new, WHAT! Are you kidding me! In this day and age how is it even possible that you would sell a product like this! And remember my point of comparison is not some theoretical standard………I’m comparing it to one of your competitors products and the user experience could not have been more different………how embarrassing for Chrysler and Jeep!
And of course for me the issue isn’t just that I purchased something that I can’t use, that was sold as one thing but is actually something else, or that this first experience has clouded my whole perception of my new Jeep purchase and the company that makes it, no, my issue is a more practical one; I live in an area where many jurisdictions requires hands-free use of mobile phones in vehicles.
Frankly I just don’t know what to say, here I sit with a brand new car with a hands-free product sold by the manufacturer that is useless to me and no idea when or if it will ever work, unbelievable! And please don’t just send me a form letter saying that you are SORRY and you’re working very hard to resolve the issue, that would just be adding insult to injury.
THERE SHOULDN’T BE AN ISSUE AND I SHOULDN’T HAVE TO WASTE MY TIME WRITING THIS LETTER!
I got a call today from Chrysler........resolution, sorry nothing we can do about it, but we are really sorry. BTW I love the truck.......waited 6 months to get the Dune Color, swapped out the 18" rims that came with the Sahara for 17" Mojave's.