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#1
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Jeep, Chrysler quality and cust. service - YUCK
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 |
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#2
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"Birdbrain13" > wrote in message oups.com... > 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 > 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 dealer. 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. |
#3
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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! |
#4
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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? Perce On 02/11/05 11:11 pm James C. Reeves tossed the following ingredients into the ever-growing pot of cybersoup: > 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! |
#5
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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! |
#6
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On Sat, 12 Feb 2005, Percival P. Cassidy wrote:
> What does the "5-star" rating signify? Not a thing. |
#7
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"Birdbrain13" > wrote in message ups.com... > 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! > Surprises me to. I hope it isn't a general trend. |
#8
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"Percival P. Cassidy" > wrote in message ... > 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? > > Perce > > 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. |
#9
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"James C. Reeves" > wrote in message ... > > "Percival P. Cassidy" > wrote in message > ... >> 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? >> >> Perce >> >> > > > 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. 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 ****! 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 ****ty 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 ****ters 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! |
#10
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My Chrylser dealer is quite good but another 5 star one sucks. So I would
agree the stars mean nothing. "James C. Reeves" > wrote in message ... > > "Percival P. Cassidy" > wrote in message > ... >> 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? >> >> Perce >> >> > > > 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. > |
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