posted 01-22-2001 05:28 PM                  

I currently own a 1997 Prowler (my dream car) with 7000 miles and I have been trying to get 2 major problems fixed here in Southern Florida. The 2 Problems are:

1. Clear coated control arms pitting at the mold part line. This is an obvious problem because in the 2000 and 2001 Chrysler does not make the control arms with the clear coat any more. I have recently had my control arms replaced at Massey Yardley (Hobe Sound, FL) with the 2000 model non-clear coat control arms. The problem I ran into was the dealer had my Prowler for 31 days! (12/18/00 - 1/18/01) After I got it back they reassembled the front end wrong and the brake lines were rubbed against the shock. I had the Carmax dealer in Orlando, FL (3 hrs away) fix the brake lines correctly. A 4-6 hour job took 31 days!

2. While my Prowler was at the Massey Yardley for a month I reminded the Service Department Manager Mike about getting my gray blemished front bumpers replaced with new ones. I have been asking him for a couple of months to get them replaced. Mike said "It's up to the District Service Manager (Mike Diaz) to approve the warranty work and we hit a stone wall with the issue of replacing the blemished bumpers."

Mean while Joe Radosky up in Orlando, FL can get his gray bumpers replaced in a week without a problem at Carmax (Orlando, FL). Isn't there any continuity with in Chrysler? The DM (Will Rodregez) for the Orlando area apparently wants to work with us. Joe suggested that when I was up in Orlando for the weekend that I try and get the blemished bumpers swapped with a new set. I called Frank Muniz at Camax (Orlando) and he got a new set of bumpers approved with the DM in a few hours and scheduled me for an appointment first thing Monday morning. It's amazing how quick things get done when people are doing their job.

I showed up first thing Monday morning (1/22) and Frank got my car right in for service. I waited while they fixed the brake lines (Massey Yardley's mistake) and replaced the blemished bumpers with new ones. They did their work in a timely fashion except they did not mention they only received one front bumper and installed it. The old and the new front bumpers have 2 distinct shades of gray. The passenger side front bumper is on back order and could take 3+ weeks to get here. Why would you install one bumper and not the other? I asked the dealer to put the old one back on, at least the blemished bumpers matched. They said they could not undo the warranty work and/or replacements.
There is a major difference in colors between the 2 front bumpers. When I was at a local gas station filling up a guy admiring the car asked me "why are the 2 bumpers different colors?" So now I have used a half days vacation (valuable time) and the job is done half right!
So now I have used a half days vacation (valuable time) and the job is done half right! Will I have to take another days of vacation and travel 400 miles to get the other bumper to match my front one?

What do I have to do around here to get a job done right? I am not asking them to rebuild my car, just fix the obvious problems. I have tried to be nice. I have tried to be firm. I have even been upset. I don't know what else to do? This is my first American car and I am disgusted with the type of service I have received. I am not sure if I want to even keep the car after all this ordeal.

Thank you for your time and I hope someone can resolve these major service problems soon.

posted 01-22-2001 08:33 PM                  

I'm being very serioius here. It will be money well spent. $20 billl here, $50 there, baseball tickets, case of good beer, nice bottle of wine goes a veeeery loooong way in making things happen the way they should. I know it sounds offensive but it has ALWAYS worked for me. It's also important to do this in the BEGINNING of establishing a working relationship with your dealer. It may be too late for you at this particular dealer but try it with a new dealer and you will be suprised how fast things happen. Good luck.

posted 01-22-2001 10:01 PM                  

On the other hand service I got on my two prowlers was horrible at two different dealers. Paying roughly $50K for a car then have to tip them to fix something that should have worked from day one? FORGET IT. They should have been tipping me for the inconvenience.

If you've ever owned an upscale foreign car, there is no comparison to the service after the fact. They want your repeat business. Chrysler dealers I dealt with could care less.

------------------
Trey
Post 2001 Black-Tie #005
Call 911- there's a Prowler in my garage....
False alarm, it's gone now.

posted 01-23-2001 07:29 AM                  

quote:

---

Originally posted by spoons:
But I will try to tip the guy. I believe you should not tip anyone for doing the bare minimum.

---

Tipping should be for incredible service (after the fact), not expected service.

Would you tip a waiter PRIOR to eatting so that you get a clean plate? No, cause that is expected.

Would you tip the cabbie prior to getting in the car so that you actually get to the destination you requested? No, cause that is expected.

Should you tip a mechanic to fix a problem with a new car that is under full warranty? NO, cause that is.....

------------------
Trey
Post 2001 Black-Tie #005
Call 911- there's a Prowler in my garage....
False alarm, it's gone now.

posted 01-23-2001 08:31 AM                  

I am not totally shocked at your D-C experience. However, I am upset that you were not told of the one bumper changeout, while here in Orlando.

Short-Term Solution:
My suggestion is to come back to Orlando when the other bumper arrives....I will follow-up with Carmax for you. (A major inconvience, but it will get your bumper project completed)

I guess I am on the side of "take care of your service advisor to get things done". A $20. bill goes a long way for your next visit. I got my bumper situation done in about 10 days, I feel because I went out of my way to show my appreciation for the service advisor's efforts.

Here to help, as much as I can.
Joe Rad

posted 01-23-2001 08:40 AM                  

Just talked to the Carmax folks, here in Orlando, for you.
The reason you only got one bumper replaced, was that when the pair arrived at the dealership, one was damaged.

They ordered another bumper for you, and is due here tomorrow. I have talked to Frank (Service Advisor) and he is trying to take care of you...stroke his ego, and he will help you.