On Tip Toes

[Dean Upson]

Just got off the phone with D/C and my truck was shipped yesterday (a day early) and I was told that it should be about 18 days in transit. If you guys with trucks on order haven't tried calling 1-800-992-1997 yet to check the status of your truck, give it a try. The people are very courteous and well informed. They are open from 8-5 in all time zones, if you call from the central time zone at 8 eastern time, you will not get through. You should call as near to 8 as you can to avoid being on hold. All you need is the last 8 of your vin (order number). I should be able to get a rail number tomorrow and track the shipment via UPRR's website. I am very hyper right now and it will be a long time till Thanksgiving.



DeanOo.

 

[David Muench]

Originally posted by Dean Upson

If you guys with trucks on order haven't tried calling 1-800-992-1997 yet to check the status of your truck, give it a try. The people are very courteous and well informed.

Unfortunately that's true only 99% of the time. I've tracked my 2003, my 2001. 5, and a couple Jeeps so far, and usually they're great. But this morning when I called to check on my truck (still D1), I started out with my usual line:



"I'd like to check the status of a new vehicle order. "



To which the guy replies "Have you talked to your dealer?" ... At that point I am not quite sure what to say (thinking to myself, "no, you're supposed to ask for my VIN now"), so I say "Not in the last few days, but what does that have to do with anything?"



He then starts to inform me about how I need to talk to my dealer and have them do it, and why am I calling him anyway. I told him that I felt it was most efficient to go straight to the source, and I've never had a problem before. At that point he starts to try to convince me that I'm wrong and that I'm inconveniencing him by calling him (ha, right, darn those pesky customers! :-laf). Eventually I just ask if he's going to tell me the status of my truck or not. He says no, so I hang up on him. Call right back, run through the menus again, use the same opening line, and the very nice lady tells me anything I want to know.



Just thought it was amusing how some people can't be bothered to do their own jobs. .

 

[Dean Upson]

Dave,



The folks that I've talked to have bent over backwards to help and never mentioned the dealer at all and I've called just about every day since I got the order number. The guy this morning even told me to call back tomorrow afternoon and he'd give me a rail number to track. I had a similiar experience with Chrysler 4 years ago with a snotty person on the phone and I e-mailed Chrysler and ended up with an apology and a bunch of gift certificates. If I were you I'd go the same route and report this jerk, he is giving D/C and his co-workers a disservice, if he can't do his job, someone else can. If customers weren't supposed to have access to this info the number wouldn't be available. The first question on the menu asks if you are a customer. Sorry to go on but those kind of people make me .



dean

 

[kkirkpatrick]

I get different stories each time I call. Called last Tues. and was given a ship date of 11/08/02. Called today and was told they had not had an update since 10/21/02 at which time it was at gate line or D-1. Seems as some of the CSR's are more knowledgeable than others. Who knows what is going on.

 

[mgonske]

Re: Re: On Tip Toes

Originally posted by David Muench

To which the guy replies "Have you talked to your dealer?" ... At that point I am not quite sure what to say (thinking to myself, "no, you're supposed to ask for my VIN now"), so I say "Not in the last few days, but what does that have to do with anything?"



He then starts to inform me about how I need to talk to my dealer and have them do it,. .

I used the number for my '98 Ram and for my '01 TJ. The second time I called on my '03 Ram, I got the same line as above. After I responded that the very nice lady last week gave me the info, he said "well, they're not supposed to--we've had a lot of summer hires, and some of them don't know any better. "



I had indicated that I would take part in their automatic survey, where the computer dials you back after the call is completed, and I was really looking forward to answering it that time. Guess what? No call back



All of my subsequent calls have been handled with the utmost courtesy and helpfulness. The last two, the CSR even offered to go lookup average or estimated transit times to my location, and kept talking about details of the way the process works, even when I was sort of trying to hurry up and get off the phone so the next caller could get through.



Hard to uderstand how they can have somebody giving out such a contrary position to what most of the CSRs are doing.



Mark

 

[Fireman]

Dean,



I can't wait to see that truck, I though really hard about bright silver, I know that that will be a sharp looking truck. Post pictures if you can after it arrives. I know the feeling of waiting, but it doesn't compair to the day that you get that call, and they ask " you wanna come down here and watch them unload it ?"



Fireman

 

[DHess]

Ordered the new one on 4 Oct. Decided not to do any tracking since I'd just get PO'd wondering why it takes soooooo long between status changes. Did stop at the dealer twice. Got the call last night that the new baby is in, preped, and waiting for a final wash job and tank of fuel. I figure in about 7 hours I'll have to change my signature. I will miss the '99.



Dave

 

[Dean Upson]

Just got off the phone with D/C and got another great rep. He gave me the rail number to trace. I have been very impressed with the folks there, I may have been lucky but the experience with them has been a ten. Fireman, I will post the pictures when I get it. I will wait until I get it pin striped. I just ordered a 5th wheel tailgate from Camping World a nice aluminum one (#7112 in their catalog) that should look great on the new silver truck. I probably should cut down on the coffee.



Dean (Counting Down) Upson