DC response to my email thru Customer Support?

DarbyWalters · **Posted:** Thu Jan 18, 2007 8:25 pm

Dear Walter:

Thank you for contacting the Chrysler Group Customer Assistance Center.

The time and effort you took to communicate your opinion is appreciated.
Constructive criticism of the kind offered in your note is always a
welcomed and important way of getting feedback. It is a help in
providing the greatest possible satisfaction for customers.

Please feel free to communicate with us again whenever you have
constructive comments or criticism.

Thank you again for your email.

Sincerely,

Wayne

Senior Staff Representative
Chrysler Group Customer Assistance Center

For any future communications related to this email, please refer to the
following information:
REFERENCE NUMBER: 15872014
EMAIL CASE NUMBER: 1645295
REPLY LINK: http://www.chrysler.com/wccs/brand_form ... 25261L0KM&

Original Message Follows:
------------------------

US Customer Service - Jeep Brand Site
Brief Description:
545RFE Transmission/TC/Pump and F37 Recall for 2005-2006 Jeep Liberty
CRDs
Comments:

Hello DCJeep,
I am the founder of L.O.S.T. ( Liberty Owners Special Team
) @ www.LOSTKJs.com. I recently traded in my 2002 KJ Limited 4x4 for a 2006 KJ CRD. I always wanted the Diesel for it's power, mileage and LONGEVITY. My engine had to be replaced at 8,100 miles and that did not bother me in the least. I used to race for Mazda and know that "stuff happens". My concern is about the 545RFE Transmission in the CRD. I know that the "F37" is supposed to address the problem with the "shutter" ect. but the "small reductionin torque" is not going to fix the problem...nor is a TC with the stall speed of a KJ 3.7L gas engine (with a stall speed of ~2400 rpm). We need a diesel specific Torque Converter and an upgraded pump to remedy this situation. A bandage that gets all the CRD owners past the warranty period is not acceptable. A real solution is available and in the "not so long run" would benefit Jeeps Reputation down the road. The 545RFE Transmission as a whole is not the culprit but the pump is lacking and the torque converter is built too loose/cheap to handle the low rpm torque. Even your "reduced torque" is not the answer for your LOYAL JEEP customers. It might get some CRDs past the warranty period but that is a bad business method to rely on
as a "fix". I am quite certain that a "Diesel Specific" TC (with about
a 1200-1400 stall speed) and upgraded Transmission Pump will be a better
solution. Then the "torque decrease" is not needed because the TC will
kick in "BEFORE" peak torque is reached at 1800 rpm. I and others are
relying on DCJeep to "DO THE RIGHT THING" when it comes to the owners of the CRDs of 2005-2006.

They basically said NOTHING!!! ... BUT I am free to write again :roll:

bigiron · **Posted:** Thu Jan 18, 2007 8:57 pm

Great email eventhough you didn't get much of a response. I sent my email a couple of weeks ago regarding F37 and a couple of others have followed suit that I know of. Everyone who owns a CRD should send similar emails to DCX. It can't do any harm, and hopefully strength in numbers will get us an adequate fix in the near future.

hatchetman · **Posted:** Thu Jan 18, 2007 10:34 pm

Excellant letter/email to DCJeep. Very articulate and rational. Congrats. :evil:

DarbyWalters · **Posted:** Thu Jan 18, 2007 10:34 pm

I quess it is like on Jeopardy...I needed to state it in the form of a question.

You have to think that we are shat out of luck. For instance the "Ball Joint Issue". This was a big safety issue and the KJ was built from 2002-2007. In those six model years and large number of KJs built, they never "fixed" the problem. They should have done some kind of "redesign" of the LCA and LBJ right from the beginning. Instead my new 2006 CRD had a "Ball Joint Recall"...that is RIDICULOUS

DarbyWalters · **Posted:** Thu Jan 18, 2007 10:50 pm

An idea that might put a little scare into them. If we all had to fix our CRDs with some aftermarket parts, we would probably be spending in the range of $2500 per vehicle (just a guess for guess purposes). If we all got a 100,000 mile warranty the cost would probably be around the same or maybe a little less. We would all be bugging them for years to come. If as a group, we all got together with $500 each and 75% of the CRD owners on this board participated...so about 75 give or take a few, we would have $31,500.00 to get legal procedings going. As a "group", there are some things we can do if it comes to that.

It is a shame that we even have to talk about these kind of remedies after buying a new Jeep.

Pablo · **Joined:** Thu Feb 02, 2006 10:06 pm **Posts:** 1201

DarbyWalters wrote:

An idea that might put a little scare into them. If we all had to fix our CRDs with some aftermarket parts, we would probably be spending in the range of $2500 per vehicle (just a guess for guess purposes). If we all got a 100,000 mile warranty the cost would probably be around the same or maybe a little less. We would all be bugging them for years to come. If as a group, we all got together with $500 each and 75% of the CRD owners on this board participated...so about 75 give or take a few, we would have $31,500.00 to get legal procedings going. As a "group", there are some things we can do if it comes to that.

It is a shame that we even have to talk about these kind of remedies after buying a new Jeep.

I got an idea too, the F37 recall letter said if you need repairs due to the problem addressed by the recall, submit them for reimbursement. I would rather spend $2500 on fixing the problem and then bill them for it. I might never see any of the $2500 back, but my Jeep would be fixed. If we all did that maybe it would get their attention.

DarbyWalters · **Posted:** Thu Jan 18, 2007 11:37 pm

Once you haave recieved the notice or your dealer has mentioned the recall...you are obligated to let them attempt the fix. I think that statement is directed toward anyone who made the repair after the warranty expired.

Joe Romas · **Posted:** Fri Jan 19, 2007 8:01 am

DarbyWalters wrote:

An idea that might put a little scare into them. If we all had to fix our CRDs with some aftermarket parts, we would probably be spending in the range of $2500 per vehicle (just a guess for guess purposes). If we all got a 100,000 mile warranty the cost would probably be around the same or maybe a little less. We would all be bugging them for years to come. If as a group, we all got together with $500 each and 75% of the CRD owners on this board participated...so about 75 give or take a few, we would have $31,500.00 to get legal procedings going. As a "group", there are some things we can do if it comes to that.

It is a shame that we even have to talk about these kind of remedies after buying a new Jeep.

Darby. I fowarded my comments to DC using your link. I've already spent $2500 for a extended warranty I'm so sure my tranny will die. How do we start :?:

United we stand, appart we dump our beloved crd's :roll:

DarbyWalters · **Posted:** Fri Jan 19, 2007 8:10 am

We start by any and everyone emailing players at DC and keeping track of the emails and responses.

We see what the aftermarket can come up with as a solution, not a bandage.

Then we get that info to DC...when they do nothing, we see who is interested in putting a little money (relatively to our original investment) and do what we need to do.

Joe Romas · **Posted:** Fri Jan 19, 2007 8:22 am

DarbyWalters wrote:

We start by any and everyone emailing players at DC and keeping track of the emails and responses.

We see what the aftermarket can come up with as a solution, not a bandage.

Then we get that info to DC...when they do nothing, we see who is interested in putting a little money (relatively to our original investment) and do what we need to do.

Thanks, I'm in :!:

T^2 · **Posted:** Fri Jan 19, 2007 8:37 am

DarbyWalters wrote:

Once you haave recieved the notice or your dealer has mentioned the recall...you are obligated to let them attempt the fix. I think that statement is directed toward anyone who made the repair after the warranty expired.

Really?

I'm not sure I agree.

The repair, or fix, that DCX will affect won't return the vehicle back to original specifications. It seems to me, on that point alone, DCX may be violating the warranty agreement. So what you are saying is - we are obligated to allow DCX to do something that violates the warranty?

I'm no legal expert - but one thing that everybody might want to put on their 'to-do' list is to find the text of the warranty and do a little reading. I believe I will be doing just that.

DarbyWalters · **Posted:** Fri Jan 19, 2007 11:32 am

T^2 wrote:

DarbyWalters wrote:

Once you haave recieved the notice or your dealer has mentioned the recall...you are obligated to let them attempt the fix. I think that statement is directed toward anyone who made the repair after the warranty expired.

Really?

I'm not sure I agree.

The repair, or fix, that DCX will affect won't return the vehicle back to original specifications. It seems to me, on that point alone, DCX may be violating the warranty agreement. So what you are saying is - we are obligated to allow DCX to do something that violates the warranty?

I'm no legal expert - but one thing that everybody might want to put on their 'to-do' list is to find the text of the warranty and do a little reading. I believe I will be doing just that.

I know what you are saying ... but ... if you decide to ignore the recall and perform and pay for a fix without giving them the opportunity to "fix" under warranty, I am sure they will deny your "bill" for repairs made. This is even tho we know that the F37 is not a "fix" by any means. You just have to follow the "chain of command".

bbo · **Joined:** Fri Sep 30, 2005 5:17 pm **Posts:** 382

[quote="DarbyWalters"]We start by any and everyone emailing players at DC and keeping track of the emails and responses.

[quote]

maybe one of the mods can start a sticky thread for this ... when anyone has an email they would like to contribute, we can pm them (MOD for the thread) with the info and they can make posts and edit them for each email story?

ie one post could be BBO Email saga .. with the emails and responses I get.

one post can be the Darby email saga ... with his emails and responses.

KJMedic · **Posted:** Sat Jan 20, 2007 1:06 pm

It isn't just the T/C - Tranny issues. Don't forget the EGR issue also.

lea ann · **Joined:** Sun Sep 17, 2006 1:22 pm **Posts:** 33

Here is my email and my reply. I simply stated the facts and got a similar but different reply:

Service Contracts - Jeep Brand Site
Brief Description:
shuddering again
Comments:
I HAVE HAD THIS PROBLEM SINCE DAY ONE AND HAD IT AT THE DEALER ATLEAST 5
TIMES COMPLAINING AND THEY "CANT REPRODUCE THE PROBLEM" OR REPLACE THE
EGR
VALVE (2X'S). I AM A MOTHER OF 2 WHO IS ON THE ROAD TRAVELING A TOTAL
OF
200+ MILES EACH DAY AND CANT RISK PUTTING MY GIRLS LIVES IN DANGER
ANYMORE.
THE DEALER KEEPS SAYING IF WE CANT FIX IT NEXT TIME WE ILL CONTACT D.C.
AND
THEY NEVER DO. I HAVE CONTACTED A LAWYER AND I AM GATHERING INFORMATION
TO
START A CLAIM. I WOULD LIKE SOME RESOLUTION TO COME FROM THIS EMAIL
ASAP.

Reply:
Dear Lea Ann:

Thank you for contacting the Chrysler Group Customer Assistance Center.

We regret to read of your dissatisfaction in your product and appreciate
the time and effort you took to bring this matter to our attention.
Comments like yours are one way to learn of problems that may develop
and the improvements that are desired by customers. The information
received is used in product development and quality analysis. We have
documented your comments and have forwarded them to the appropriate
department for review.

DaimlerChrysler Motors Corporation has made tremendous gains in customer
satisfaction and vehicle quality, and we are dismayed to learn that your
expectations have not been met. Please accept our apology for the
problems you have experienced.

Thanks again for your email.

Sincerely,

Kinya

Senior Staff Representative
Chrysler Group Customer Assistance Center

I contacted my dealer again and was almost in tears with just udder frustration. My hubby has checked for the "air leak
and that is not the culprit. I am at 45k miles and when I talked to the SM he told me that "in his book I am still "under warranty"". He told me not to worry that they would take care of me and if they could not fix it this time they would be contacting DC, which I have heard before!
He assured me that this matter would be taken care of, one way or another. The service forman and the SM will be riding with me this afternoon and it always happens when I am leaving my daughters dance because I pull onto a 70 mph hiway and then it drops to 55 right after I pull out. I will be going there and then see what they say.
I will follow up tomorrow on what happens.
WISH ME GOOD LUCK!!!

vtdog · **Joined:** Fri Sep 30, 2005 11:27 am **Posts:** 640

DC Cust service should just save everyone a little time and trouble by having a standard response which says: "Daimler Chrysler Jeep wishes to tell you to go F*** yourself, as we don't give a SH**."

Peace,

Doc Z

murf · **Posted:** Fri Feb 02, 2007 5:43 am

lea ann wrote:

We regret to read of your dissatisfaction in your product

Someone make sense of this for me.

YOUR product??? Lea ann, were you the only one that got to build your own Liberty? :roll:

That just sounds like a chicken shi7 way of not owning up to fact that they know they screwed up!

RFCRD · **Posted:** Fri Feb 02, 2007 6:00 am

murf wrote:

lea ann wrote:

We regret to read of your dissatisfaction in your product

Someone make sense of this for me.

YOUR product??? Lea ann, were you the only one that got to build your own Liberty? :roll:

That just sounds like a chicken shi7 way of not owning up to fact that they know they screwed up!

Sorry, you must not have received the memo. CRD comes in kit form where you rework stuff so it works. But don't worry, they provide technical advice (TSB's) to assist your efforts.

kjfishman · **Posted:** Fri Feb 02, 2007 10:31 am

I have also sent several emails and the reply I get from them is a joke. They even called me back once and I told the women all she did was waste 15 minutes of time. Hopefully they will wake up and do the right thing for the customers. It is a shame they tarnished the Liberty name when the gas Liberty was the highest quality product DCX made. Aside from the ball joints that eventually were recalled my 02 KJ never saw the inside of the service department.

KJMedic · **Posted:** Fri Feb 02, 2007 3:05 pm

They sent a Factory Rep. to look at my CRD after the letter was sent from my lawyer. He stated that the MAF was clogged up and he cleaned it and drove it with no problems. I told him that the codes were for Low Boost pressure, and EGF flow. He continued to say that it was the MAF. ( Now mind you that this was the final chance for them to fix it under North Carolina Lemon Law.) So less than 500 miles and poof The light comes back on and it is the same codes as before. So now they get a 10 day letter to buy it back. All they had to do was act like they would listen and check the problems I asked them to. But they just make excuses that seem to switch blam to me, instead of owning up to the fact that they have a problem with the CRD.

DC response to my email thru Customer Support?

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