posted 09-09-2002 07:10 AM                  

I have had been trying to get an appointment with the district manager, the rep from Chrysler, to have her look at the light speckling on the wheels; back as far as a couple of months prior to the wheel situation. The first appointment was cancelled by the rep, second was made for me by the dealership several weeks later, even though the service manager new I was not going to be in town. When I returned I contacted the dealership about getting an appointment, they stated I had missed my appointment and did not know when I would be able to get another one. Here I am six months later and the dealership will not get me an appointment. I have had the filler neck replacement part sitting in the pats department for four month, I just have not been comfortable taking my car into this dealership for fear of repercussions.

On Thursday I called the 800-customer service number and explained the situation, they had the notes from my previous calls. I asked the woman to please get me an appointment with my local rep, she repeatedly stated she could not and that they only worked through the dealerships. I was told she would contact the dealership on my behalf and mediated the situation, I once again had to explain the current situation and told the woman that if only thing she would do was call my local dealership, I would prefer to end the call right then as it would only make to situation worse should I have to return to the dealership for some reason. She puts me on hold, I assume (make an *** out of U and ME)she is going to a supervisor or actually calling the area rep to set up an appointment. No, she called the dealership. When she gets back on the line, she tells me she has been informed I have missed my appointments with the rep, there is no problem with my wheels, and that is the end of the topic about the speckling as Chrysler feels it is unnecessary.

I thank the woman very nicely for doing exactly what I asked her not to do and asked her how Chrysler can say there is no problem with my wheels when the only person to look at them has been the local service manager. She states, "as you have missed your appointments with the rep, we are going off the experienced word of the service manager". This is the word of a woman working in a low end dealership, their biggest clients are littler old men and women buying PT Cruisers and RV's. This is also a woman that did not take responsibility for the wheel damage, and when pressed stated "that is expected and acceptable". Even the owner of the dealership felt this way. And to top it off, he said to my face; this car is not a collectable and never will be, so why do I care so much.

Feeling quit screwed, I found a dealership it a little bigger town about an hour away. I called the service manager and gave him a brief synopsis of the situation, what had just happened with customer service, and I was looking for a new dealership to preform service on my vehicle. He asked for my VIN# to research the car. When he calls me back he tells me, he had contacted my local dealership and gave me the same crap the 800# did and he would be unable to look at my wheels as Chrysler has already given a final opinion. He also tells me if I want service on my car I need to go to my local dealership. How the hell am I suppose to do that after he is the second person to call the service manager in an hour (of course I asked him not to also), , especially when the woman specifically told me not to make waves.

posted 09-09-2002 08:56 AM                  

If I were you and fired up as you are, I would call DC direct and speak to a VIP. Go as straight to the top as you can....and don't forget to mention the problems with your dealership. (Just don't sound aggressive or whiny, then they dismiss you as a chronic complainer. Be very matter of fact with dates, etc.) .....the downside of this is burning your bridges, but find another dealership that will help you out and hope it is not too far. As I said, I drive 50 miles for quality service...it's worth the peace of mind for customer satisfaction.

posted 09-09-2002 09:07 AM                    

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Originally posted by mcrealty:
Both dearlership are '5-Star'. What ever that means.

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I think they ALL are or at least advertise to be. Every one that I have been to within 100 miles around where I live touts that they are. Even the one where the salesman asked me if I was looking for the coupe or convertible Prowler.

CJ has the inside track and is probably your best bet for getting the right numbers and whom to contact. I think she was instumental in helping Todd get the right thing done with his orange prowler (not 100% sure)

posted 09-09-2002 09:09 AM                    

quote:

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Originally posted by Richard Jackson:
How old is your car? In Ohio if they don't fix something, anything after awhile, you can use the lemon law. Not a thread to them, just a way to solve your problem.

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I think the lemon law refers to repeatedly bringing a car in for the same thing and after it gets fixed, it breaks or doesn't work again. If something is not right with a car and the dealer won't fix it, I don't think that is a lemon law issue. Perhaps a good lawsuit but, that requires money and time.

posted 09-09-2002 03:08 PM                    

Prior to the Prowler, I had sworn off American cars for a number of reasons:

1) Reliability - seems like they were always breaking;

2) Service - sometimes the car would come back with more problems then when it went in.

One of the last American cars I bought was a Camaro. It came from the factory with a non-working tach. I took the car in for that (had to leave it for 2 days) and they returned the car with the tach fixed but, now the air conditioner not working. Had to reschedule to take it in for this (had to leave it for another 2 days) and they fixed this but disconnected the windshield wipers. Had to reschedule it for that (another 2 day visit) and this time when I got the car back, they left a vacuum hose off and the brake pedal went straight to the floor unless I pumped it like crazy. I almost lost my life with their last boo-boo.

Several other cars I had got returned in worse condition then when they were brought in (grease on interior, door dings). One czr even had some wrappers of stuff I would never even consider eatting in it. When I questioned the dealer, it turns out mechanics were using various cars as lunch rooms.

I am sick of the thought of having to take this new Prowler in for some needed warranty work (as to the condition I get it back in).

DC needs to take a look at how Acura or Porsche or heck, even Mercedes train their staff and their service department.

posted 09-09-2002 04:34 PM                    

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Originally posted by Black Tie 161:
Yellow fever......I will not leave the side of my Prowler when it is in the shop...unless it is not driveable.

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Most dealers won't allow you in their work bays (for liablility reasons I suppose) and most work that I have ever had done to any car required at least one night stay.

I need to have the nose touched up (the dealer scraped it getting it on the trailer) and now the ripped top (warranty issue). I am going to check the mileage and take pictures of every angle of the car (in front of the service manager) so I can have something to go on when I get it back (if not in the same condition).

posted 09-09-2002 04:36 PM                    

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Originally posted by Black Tie 161:
I trust my 5star....so far. But I have a NASTY temper, so I hope for their sake, they don't do ANY thing improper with my car!

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Loose the temper, only will get you in hot water. Get the number of a good lawyer or better yet, accidentally drop one of his cards in front of your service manager and let him pick it up for you

posted 09-09-2002 07:33 PM                  

When I take my Cat in I'm the one who drives it in and out. If it needs a test drive the service tech rides and I drive.

There are advantages when dealing with your hometown dealer. It is easy to become one of there most valued customers. The disadvantage was I had to wait for my Cat while the "5 stars" got taken care of while the small town dealers got past over.

posted 09-09-2002 10:05 PM                  

Well we in Canada we have the same problems and don't trust our dealers with our cars.

Surely someone amongst us can get DC to do something about the service being provided.

I know it is an industry thing but what happens when the only American car is made by a company whose profits are put in banks not on North American soil..We are a small tight knit group who just may be able to do something.

Surely as Proud Owners we can unite for a cause that will help others as well.