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This article is from the Chrysler-Plymouth-Dodge FAQ, by Dr. David Zatz with numerous contributions by others.


(Note: Thanks to Dan Adams for his help with parts of this -
Chrysler Corp should be grateful to have him!)

* The order in which you should deal with a problem is something like
1. Speak politely but assertively with the service writer.
2. Ask to go for a ride with the mechanic and discuss relevant issues
wuth them.
3. Service manager.
4. 800 992 1997.
5. Zone (voluntary buyback negotiations IF APPLICABLE)
6. Arbitration / Consumer Affairs / Attorney General if applicable
AND needed.

* Be *polite* and *calm* but assertive at all times. Do not take "no"
for an answer but do *not* act angry or make threats. Chrysler often
helps, even out of warranty, but they need to be gently pushed; they are
generally defensive; and what they know about customers and customer
service would fit into a microscope slide. The Customer Center reps also
often don't know what they're talking about, so elaboration may help. If
all else fails, call back and speak to someone else. Always take down
their name for your reference!

* Know what you're talking about. Check the FAQ, TSBs, your computer
codes, and recalls before you visit the dealer with a problem.

* Don't expect Chrysler to change something because it's listed in a TSB
(technical service bulletin). TSBs describe solutions to problems which
may not apply to your car; they are *not* recalls, though Chrysler often
fixes cars out of warranty if there is a known problem and TSB on it.
(Daniel Adams notes that Chrysler sometimes extends transmission
warranties to 100,000 miles; there are extended warranties on some a/c
parts and ABS systems).

* Even if you are in an adversarial relationship, act in a friendly,
nonthreatening, non-adversarial manner. It works better and makes both
parties less angry.

* Daniel Adams writes: Chrysler corparte headquarters does tend to back
the field reps but a good service writer can get to them and help you
more than
you would believe. Don't take your frustration out on the service
writers, they carry quite a bit of pull behind the scenes

* Don't take "no" for an answer. Call Chrysler at 800-992-1997 from a
pay phone if you have to. They will call the dealer. Often, the dealer
will discover they don't need to charge you or keep your car after all!

* If your dealer keeps fixing the same thing over and over again, get
another dealer. Or try the newsgroup.

* If your dealer treats you badly, lies to you, refuses to do the work,
etc., get another dealer.

* If you have a continuing problem, speak to the people at the Customer
Center. You may need to deal with a zone rep, the final word at
Chrysler. Others can overrule them but THEY WILL NOT. Some reps are
good. Others are useless. There have been many reports that the reps in
some areas are exceedingly sensitive and need to be handled with kid
gloves. (See message about service writers above they can often get
action where ordinary mortals cannot).

* Note: if, as Continental Auto Body (of Wyckoff, New Jersey) did to my
car, your dealer should get your car into an accident, immediatly retain
a lawyer and find out what your options are. Examine the damage
personally before they have a chance to cover it up and lie about it.


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