Horrifying service

2013 Jeep Grand Cherokee 5.7 HEMI: One morning after starting the engine and reversing from the garage, the engine died strangely while taking my kids to school. Luckily I had not entered the busy road (one can think what was going to happen with other road users as the car just died and kept stalling).

Fault/symptom of the car: Relay not switching-on the petrol pump, hence reason for the stalling. I immediately went into the JEEP website and upon getting local details, i contact the call centre and spoke to a guy by the name of William.

He requested the VIN number and discovered Safety Recalls pending, one of which was the V62. As per his advice, towed the car to the nearest Jeep dearlership, (Fiat Chrysler Sandton, 9 Ballyclare Dr, Bryanston).

To my surprise, Arnold Debruto from dealership quoted me R15 058.68 for repairs of which was given a discounted amount of R13 103.68 and told by the dealer that fault on my car is not related to V62, and quoted was for the following: 1. 05026788AD - ELECTRONIC CONTROL STEERING COLUMN LOCK 2. 56046738AH - REMOTE CONTROL INTEGRATED KEY FOB 3. 68105739AC - CONTROL UNIT WIRELESS IGNITION NODE

No clear explanation for replacing the key since the other two keys that came with the car are still working. Apparently the V62 campaign (dated 14 November 2019) is caused by the fuel pump relay failure, causing the vehicle to stall without warning (exactly what happened to my car).

Remedy for this recall, unavailable and Vehicles that experience a fuel pump failure will receive an interim repair? Tried in vain to get assistance or clarity from Fiat Chrysler Service centre in Midrand, only to be told that i will be billed for storage should i prolonged to decide on the quote sent.

Upon this threat i decided to pay for a repair on 24/12/2019 of which was told parts will be ordered and notified once repaired. I tried to resort clarification but unfortunately no managers are willing to speak to customers at the Midrand offices. I sent mails, promised by the rudely inept William who just urge.

Promised that complaints manager or supervisor, Abigail will contact me, but that never happened up until today. Every time i tried to speak to her or technical support team (Brett Hardie), being sent from pillar to post. No form of notification sent to me or contact made, had to do follow up myself with the repair status from the dealership.

Finally, was told to fetch the car yesterday (02/01/2020), and to my surprise, the car's suspension system no longer working and dealer wants me to cover cost of repair.

Upon numerous intervention Arnold told me that's how the car was delivered by the towing company (back wheel up and front wheel down). Tried to sort before and after video footage from Arnold, but he sent through what he wanted me to see, one blurred zoomed picture with another car blocking the view.

The pictures received from towing company shows a different picture, car was delivered with air suspension working.

Arnold's manager, Dean Shekleton, whoever he is, just sent through a respond mail without even doing case study (as i believe calls are recorded).

This is one horrible experience I encountered with Fiat Chrysler Automobile South Africa and their dealer/ASC......and sitting with truck like car in my yard and no one is willing to take responsibility.