How to Deal With Chrysler Corp.
From the Chrysler FAQ
* Be *polite* and *calm* but assertive at all times. Do not take no
for an answer but do *not* act angry or threaten them. This will
only make matters worse. Chrysler's customer service is often very
good but the people seem to be very sensitive, for some reason.
They also often don't know what they're talking about, so
elaboration may help. If all else fails, thank the person, then
immediately 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, and recalls
(using the free Alldata "titles-only" service and posts in the
newsgroup) before you visit the dealer with a problem. Using the
Alldata service may lead you to have new, lower standards for fair
treatment.
* Don't expect Chrysler to change something just 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.
* Even if you are in an adversarial relationship with a dealer or
Chrysler, always act in a friendly, nonthreatening, non-angry,
non-adversarial manner. You can get more flies with honey than with
anger.Or something like that.
* Don't take "no" for an answer from a dealer. Immediately call
Chrysler at 800-992-1997 from a pay phone if you have to. They will
call the dealer. Often, work the dealer would charge hundreds of
dollars for will suddenly become free. Jobs the dealer wants to have
your car for over a period of days will suddenly be done within the
hour. Loaner cars will miraculously become available for free.
* If your dealer keeps fixing the same thing over and over again,
get another dealer.
* If your dealer treats you badly, lies to you, refuses to do the
work, etc., get another dealer.
* Look for five-star dealers, but remember that five stars is not an
assurance of high quality, and that great dealers may get less than
five stars. Statistical sampling is not a high art at Chrysler
Corp.; their survey form desparately needs work from people who
actually understand how to survey customers.
* If you have a continuing problem, speak to the people at your zone
office (in your owner's manual). Be polite but assertive. They will
probably send down a factory rep. Do not threaten them. If they
still don't fix the car, politely begin to negotiate.
* If that doesn't work, take the next step and contact Chrysler in
Highland Park (800-992-1997).
* If that fails, there are two steps you can take. 1. File an
official lemon law complaint with your state. Do not assume that
your negotiations with Chrysler should suddenly come to an end or
become angry. This will get their attention, but chances are your
problem is not serious enough to merit a legally imposed solution.
2. Go through the Customer Arbitration Board.
* Most problems will end there. If not, look through your Yellow
Pages to find a lawyer *specializing* in lemon law problems. Most
lawyers don't know the first thing about lemon law! A good
specialist lawyer will immediately know the people at the zone
office and will first try to talk nice to them to solve the problem.
If negotiation is not their first move, they are not the right
lawyer. Normally, you can get a better deal through negotiation than
through lawsuits. (This may not be true for all states, but it sure
is in New Jersey).
* Realize that your chances of getting cash are EXTREMELY slim. You
will probably get a replacement Chrysler product. This is OK. You
will not get all of your money back, either as credit towards a new
car or as cash, no matter what you do. Chrysler's policy on lemons
is to follow the state law, though they will negotiate. Most states
impose a penalty on each mile of use before the first lemon-type
complaint. This is normal.
* Go through the latest TSBs again.
*Whenever your dealer lies to you or is too incompetent, send a letter
to Dealer Agreements or the Customer Center, Box 302, Centerline, MI
48015.
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