Jeep, Chrysler quality and cust. service - YUCK

Discussion in 'General Motoring' started by Birdbrain13, Feb 11, 2005.

  1. Birdbrain13

    Birdbrain13 Guest

    I have a 2002 liberty sport with the off road and towing package. So
    far while I am very happy with the engine - the rest of the vehicle is
    a POS. And Chrysler has been a nightmare to deal with.

    At 60 K miles - I was standing outside the vehicle talking to my
    neighbor - when both airbags explode! I call chrysler - they want to
    send an engineer to look at it and "investigate". 2 weeks later I get
    my vehicle back - The report apparently said they didn't know why the
    bags exploded - but I did nothing to cause the problem. In the
    meantime I had to rent a vehicle for transport (if I had turned it in
    to my insurance I would have had the car back on the road in 2 days -
    but I thought I was doing chrysler a favor. It only took me 6 months
    to get reimbursement for the rental vehicle.

    Now the tilt wheel is flopping all over the place - turns out Chrysler
    is using a non rebuildable column and typically an airbag deployment
    wrecks the column. So now I have to get that fixed - and of course
    chrysler says that there is "no evidence" that the bad steering column
    was caused by airbag deployment.

    The seat belt receptacle also quit working because of the plastic
    "shoe" around the buckling mechanism. So now I have to replace that !
    (chrysler says 400 bucks - ?)

    This thing is going up for sale - it's the last chrysler I will ever
    own - the germans can go find someone else to ignore their poor
    service and poor quality!

    Carl "soon to be jeepless" Johansson
    Birdbrain13, Feb 11, 2005
  2. Birdbrain13

    TNKEV Guest

    Sounds like you are getting the runaround somewhere,but I would think that
    seat belt issues would be covered under some warranty, I would go to another
    the steering column in a Liberty *does* need to be replaced after airbag
    deployment,I don't know why a chrysler engineer wouldn't know that.
    TNKEV, Feb 11, 2005
  3. Something doesn't sound right. I've had nothing but good experiences with
    Chrysler working through the very few issues I've even had with them over
    nearly 20 years of buying their vehicles. Perhaps trying a different
    dealer...look for the "5-star" rated dealer. Good luck!
    James C. Reeves, Feb 12, 2005
  4. What does the "5-star" rating signify? I had less-than-outstanding
    experiences with two "5-star" dealers, and the last time I looked, one
    of them no longer had that rating (and therefore did not show up in the
    "find a dealer" listing when we were looking for a new vehicle).

    What does a dealer have to do to get (and lose) that rating?

    Percival P. Cassidy, Feb 12, 2005
  5. Birdbrain13

    Birdbrain13 Guest

    Well I know the dealer is crap - thats common knowledge around here -
    but it was the really arogant and shoddy treatment by Chrysler (in
    auburn Hills or wherever) that really suprised me!
    Birdbrain13, Feb 12, 2005
  6. Not a thing.
    Daniel J. Stern, Feb 13, 2005
  7. Surprises me to. I hope it isn't a general trend.
    James C. Reeves, Feb 13, 2005

  8. I believe they have to qualify annually (or at least periodically). I don't
    know the specifics, but I believe customer satisfaction surveys, return
    visits for the same repairs, condition of the shop, etc. are part of the
    equation. The dealer I use has been a 5-star dealer for as long as I can
    remember. You can eat off of their shop floor and I have not had a single
    occurrence when any repair wasn't done right the 1st time (and that's over
    nearly 20 years and several cars/van's/trucks). A little expensive, but
    worth it when those are the results.
    James C. Reeves, Feb 13, 2005
  9. Birdbrain13

    David Guest

    The dealer must stay above the "Group" Rating in both CSI, and SSI. The
    group is all other chrysler dealers of his size in sales volume. The smaller
    dealers typically have a much higher CSI and SSI rating then large volume
    dealers. But for a dealer to become 5-star, they must be higher then average
    for there size. Also they must have implemented a 100% call-back system.
    Meaning they have to have a person in the dealership dedicated to answer all
    customer concerns. Someone must phone 100% of the people who Just purchased
    a new vehicle. And Service must phone 100% of the warranty repair customer.
    Know this is customer Just for warranty. All calls must be logged on a
    call-sheet, as to time called and what the conversation entailed. Know the
    caller is not the person in charge of the customer service, it is usually
    the receptionist, who is paid eg.(25 cents a call) they must write down any
    complaints or concerns that the customer made. Then the next day, the
    Customer Service person, goes through the logs to see, the concerns and
    complaints. They then talk to the appropriate department manager, and come
    to a decision on how to deal with the concern. And then that manager would
    contac t the customer, and let them now they received the concern and would
    like to rectify it. ( now this is the important part) Some of the customer
    concerns is total shit! Sorry, but it is. There are a number of buyer
    remorse stories, and the whole bit, so the customer just wants to bitch
    about everything. If that is the case there is no incentive whatever for the
    dealer to help the customer. But if they are genuine, such as dirty car on
    delivery, grease monkey left grease on steering wheel, etc. Problem with
    totals charged, etc. Then they will do something for you. The good dealers
    would offer free oil change next visit, free detailing, etc. I worked at
    Chrysler when they implemented it in Canada. And they big thing there was we
    were pushing dealers to be ISO certified. So the dealers ISO certified,
    already had the systems in palce to deal with customer concerns. ONCE A
    DEALER IS CERTIFIED, it is hard to be de-certified. A dealer must be
    certified based on his 12 month average for CSI and SSI, So it is hard for
    shitty dealer to certify. But once he is, and his score go below average, a
    dealer can dragg on indefinately. And trust me, the reps hat this part! A
    dealer just has to show he has implemented a system to TRY and improve his
    score. That's right - to Try and improve his score. Which helps a fairly
    good dealer, because if the are genuine in acheiving the high score, they
    will try and do there best to improve, including firing people, and the
    whole bit. But other dealers just write up a one page letter stating they
    are going to clean the shitters once a day, make sure coffee pot is full,
    etc. And if the dealer is friends with the Regional manager, for Chrysler,
    Forget it! The reps can't even type a documentation letter to the dealer,
    without approval from the regional manager.

    Anyway. there are a few more criteria, involved. and cleanliness is one.

    If you really want to know, a small dealer who is 5-star is more then likely
    a sincere person who does want to do there best to please you in the
    purchase. As they are small, they have a very small return percentage on
    CSI, and SSI scores, so it is very easy for them to get lower scores. So
    they try to make sure they get in all surveys that they can. And typically,
    Small dealers in general, have a homier feel, and down home atmosphere that
    automatically make people feel better about buying a car.

    If anyone needs to know a genuine dealer in Canada, Drop me a line!
    David, Feb 13, 2005
  10. Birdbrain13

    Art Guest

    My Chrylser dealer is quite good but another 5 star one sucks. So I would
    agree the stars mean nothing.
    Art, Feb 13, 2005
  11. Birdbrain13

    Cashew Guest

    **** you, dealer.
    Cashew, Feb 14, 2005
  12. Birdbrain13

    Cashew Guest

    Absolutely NOTHING
    Cashew, Feb 14, 2005
  13. Birdbrain13

    TNKEV Guest

    The five star rating means that they have factory trained and certified
    techniciansthey would lose that rating if they refuse to train thier employees.
    TNKEV, Feb 14, 2005
  14. Birdbrain13

    David Guest

    Actually all Chrysler dealers have to have Factory trained technicians.
    David, Feb 14, 2005
  15. And that contribution is helpful, exactly how?
    James C. Reeves, Feb 15, 2005
  16. Birdbrain13

    mic canic Guest

    the one thing that was not written was the spiffs the dealer gets for being 5
    and thats the bottom line of that whole scam
    the techs are suppose to get cash for no comebacs
    do u think that happens? and there is no recourse when they don't get it
    mic canic, Feb 17, 2005
  17. Birdbrain13

    mic canic Guest

    wellll he got that off his chest and now won't go postal
    mic canic, Feb 17, 2005
  18. Birdbrain13

    David Guest

    Spiffs to the mechanics is a dealer thing. It is not from Chrysler. Chrysler
    does not spiff the mechanics for anything, due to the problem with Sears
    years ago spiffing there mechanics to upsell parts. I think they got busted
    on dateline, or some other news show. If the dealer wants to spiff that's
    fine, But it is not from Chrysler. The dealerership get's extra money from
    Chrysler depending on there scores, and sales volume.
    David, Feb 17, 2005
  19. Birdbrain13

    mic canic Guest

    actually the techs are suppose to get 125.00 from the dealer for a 95% or better
    ffv per 1/4 but we know that never happens and it's not general knowledge
    mic canic, Feb 19, 2005
Ask a Question

Want to reply to this thread or ask your own question?

You'll need to choose a username for the site, which only take a couple of moments (here). After that, you can post your question and our members will help you out.