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Dealer Complaint Process?
http://www.lostjeeps.com/forum/phpBB3/viewtopic.php?f=5&t=14283		 Page 1 of 1
Author:  SteveInMD [ Wed Nov 08, 2006 3:39 pm ]
Post subject:  Dealer Complaint Process?
I have some major complaints about how I was treated at my dealer by my service manager, and how the technician handled my problem. I'm usually not one to complain, but these issues need attention. Can someone tell me how the complaint process works and where I should start?
Author:  allscan [ Wed Nov 08, 2006 4:37 pm ]
Post subject: 
What dealer? If they are a 5-star dealer, ask them for a customer survey; these get sent directly to DC and negative responses can cause them to loose their rating. Also you can always call DiamlerChrysler customer service about it.
Author:  dog_party [ Wed Nov 08, 2006 5:23 pm ]
Post subject: 
Here is the contact info listed on Jeep.com.

Contact Us by Telephone
1-800-992-1997
M-F 8:00AM-5:00PM
All Time Zones

Contact Us by Mail:
DaimlerChrysler Customer Assistance Center
P.O. Box 21-8004
Auburn Hills, MI 48321-8004

I also just found an interesting new web forum. It's Diamler/Chrysler Vehicle Problems .com. I don't know if it's actually a DC-run forum or just someone with WAY too much time though.
Author:  SteveInMD [ Wed Nov 08, 2006 5:24 pm ]
Post subject: 
Yes, the Jeep website says they are a 5 star dealer.

Ourismans Chrysler Jeep Dodge
12430 AUTO DR
CLARKSVILLE, MD 21029-2200
Author:  RFCRD [ Wed Nov 08, 2006 10:49 pm ]
Post subject: 
My CRD honeymoon ended last Winter before the first oil change. Went through a period of time when I was very unhappy with this product and the service provided by the dealer. The DC customer complaint number from the Jeep website was absolutely worthless. They just refered me back to the dealer to resolve their product issues.

I found it helpful to start by separating the problems with the dealership personnel from the problems with the product. Made the choice to focus my complaint on the product, not the service personnel that are really caught in the middle. By doing so, actually enlisted (forced) the dealership personnel's assistance, making them a vested party in resolving the problems.

Start by sending a short and specific complaint/demand letter by name to the owner of the dealership. I sent this certified mail, return reciept requested to the dealership address. By focusing on mechanical issues with the product, the owner of the dealership chose to forward the letter to DC. The end result was a face-to-face meeting with reps from DC, managers from the dealership, and myself. Now you have all 3 parties at the table where you can attempt to resolve your differences. If your dealership is playing games, it will stop when you are all together.

Be very careful in this letter to stick to facts concerning your specific Jeep along with very specific solutions including reasonable time limits for resolution. The DC reps know all about the negative blogs concerning the CRD and their mechanical problems. Rehashing forum talk with them may seem relevant but if your CRD is not having that problem, it appears speculative and won't help your case. Complaining for the sake of complaining won't help you either, they are looking for specific action they can to take to correct the relationship. Once this was done, my CRD has been back to the dealer 3 times for follow-up service (they will want to monitor your progress), all TSB's and recalls are up-to-date, and it's running fine. Actually have a very good rapport with the service department now and even had them change the oil & replace the fuel filter with the last set of recalls.
Author:  no-blue-screen [ Thu Nov 09, 2006 2:55 am ]
Post subject:  Re: Dealer Complaint Process?
SteveInMD wrote:
I have some major complaints about how I was treated at my dealer by my service manager, and how the technician handled my problem. I'm usually not one to complain, but these issues need attention. Can someone tell me how the complaint process works and where I should start?


Steve, what were the problems? Did you purchase your CRD from this dealership? It may also help to give the General Manager of the dealership a call or visit. Some dealerships are just generally rude and when that happens I never go back and make sure to tell everyone I know that I had a bad experience. Also, if you haven't done so already there is a thread on this forum titled "dealerships to avoid". I suggest you post the details of your expereince there if you haven't done so already.
Author:  pinevillekj [ Thu Nov 09, 2006 10:19 am ]
Post subject:  Dealer Complaint Process
The best dealer complaint process 1) Very clearly explain your problem to the service manager and give them one more chance 2) If this fails, take the jeep to another dealer for service 3) NEVER set foot in dealer number one again 4) Tell everyone in your soical circle about your experience 5) worry about the experience no more. This only serves to drive one crazy :)
Author:  KenJennings [ Thu Nov 09, 2006 10:33 am ]
Post subject: 
Given Chrysler's poor customer service response when called on the phone, I get the impression Chrysler really doesn't care about the car-buying customers, or correcting (that is, punishing) badly behaved dealers.


The Real World of Car Manufacturers: The real customer is the dealer and the only concern is how many units the dealer pushes out the doors. The poor, ignorant consumers should feel priviledged to have the honor to buy the vehicles. But, there's always a few bad eggs who whine about problems and expect the vehicles to actually work during the warranty period.
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