More bad customer service...

[71 SE3834V]

Cooters post about customer service prompted me to post how I spent my day.

Took my '09 Ram into a dealer for the 5 yr powertrain inspection (part of the powertrain warranty).
Dealer calls me at 10:30 am to tell me that Chrysler says I'm not the original owner of my truck. Say what??? Tell them I have all the paperwork from the purchase from the now closed dealer (thanks Chrysler, now I have to drive an extra 1/2 hr to have work done). They said "We'll call you back"
Shortly I get a call informing me to call the customer service # where a claim is started and all I have to do is send in my info to get this cleared up lickidee split.
Call the number and I'm sent an email with a link instructing me to scan all my paperwork, send it and get the ball rolling and I'll be called an hour later.
Scan all my paperwork. Purchase agreement, title, odometer statement, finance papers, new vehicle check list, application for title, you get the idea, I got it all!
Link won't work! Now I have to fax it in!
Off to Kinkos cause who has a fax anymore! Threw mine out cause I hadn't used it in years!
Wait 1.5 hrs.
Called Chrysler Customer service again. They read my claim then tell me they don't have the info yet...it's in a pile on a fax machine somewhere and we'll get to it. Huh?
Me: How long?
Don't know.
Me: Days?
Don't know.
Me: Weeks?
Don't know.
Me: A month?
Oh definitely not that long.
Me: Is this common? That you have a mix up as far as ownership of a vehicle?
No
Me: Since this is so rare could somebody expediate this so I can get some work done?
That's not our process and it's not our fault. It's the dealers fault.
Huh? How could I have all this paperwork, from the dealer, that's correct, but somehow it's their fault YOU got the wrong info?
It's not our fault.
Can I talk to a supervisor?
I can have one call you.
When?
Probably tomorrow.
How do I get my truck taken care of.
Blah, blah, blah, I'm sorry, nothing I can do...you'll have to wait....blah, blah. Don't worry, you got 60 more days to get your inspection done.
NO I DON'T! I HAD TODAY TO GET IT DONE. I DON'T HAVE ANOTHER DAY, AT YOUR WHIM TO GET IT DONE. I HAD TODAY AND I DON'T KNOW WHEN I'LL GET ANOTHER CHANCE TO TAKE CARE OF IT!
I'm sorry, there's nothing else I can do so I"m going to hang up now.
Tell me, what incentive do I have to buy my 7th new vehicle from you?
(Nothing)

Well it's now 4:30pm and I head out for the drive to pick up my truck. I confirm with this dealer that there is no way the wrong info got sent to Chrysler if all my paperwork is correct. Nice! I was lied to just to appease me and shift the blame to someone who can no longer answer that charge.

So, how did you spend your day off?

[68X426]

So what I hear them saying is: if you like your powertrain warranty, you can keep your powertrain warranty.

A very painful ha-ha. 

I also worry as a one owner Ram owner what happens when I need service.  How do you prove it when the service system is f*d up?

I feel for you man.

[71 SE3834V]

That's funny.

The big kicker is the "what if" factor. What if my truck was broke down? I use it for business so if I don't have it I don't make a living.
What if I wasn't anal and kept all that paperwork. Don't need any of it, truck is paid off. Well might need the purchase agreement for tax purposes.
The blaming other people really gets under my skin because it assumes that something can be pulled over my eyes. I know darn well, and confirmed it w/the servicing dealer that once the owner info is entered into the computer and paperwork is printed out for me and the dealership that that same info was sent electronically (and probably hard copies) to Chrysler. At best there was a glitch in the computer system. At worst someone was playing games i.e. hacked the system to screw around but to blame a now defunct dealer is ridiculous.
And then this highly unusual situation doesn't warrant taking it up the ladder to get it dealt with. I just have to wait in line with all the people who want their car fixed outside of warranty, etc.

To put in perspective, my wife works for a company that is the 10th largest in the country in their field. Obviously not as large as Chrysler but not a small company either. It's the largest of it's kind here in Michigan. At any given time if a very unusual situation arises with a customer she can pick up the phone and get a hold of someone at corporate who can address it. Of course you take things to your manager also but that option is available if need be. A customer is never told "you just have to sit and wait while we sort through all the regular problems/complaints". Their goal is 'how do we fix this and keep the customer happy today'.

[myk]

Everyone's got a boss/supervisor.  It's time for you to take it up the ladder.  EVERY customer/guest is important, but why this simple fact escapes the majority of businesses and the people working in them escapes me...

[6spd68]

I would've been fuming...  Just reading that annoyed me to the core.  This is why you don't buy modern Chrysler products...

[myk]

I won't buy any car from any dealer for as long as I can help it; the OP's thread is just one reason...

[71 SE3834V]

Everyone's got a boss/supervisor.  It's time for you to take it up the ladder.  EVERY customer/guest is important, but why this simple fact escapes the majority of businesses and the people working in them escapes me...

Already tried to take it up the ladder. They wouldn't do it then and there. Was told the supervisor would call back. Not holding my breath.
My wife was so aggravated she called customer service back 4 times I think, each time getting a different person, just to aggravate them and give them a bad day. I know, probably just made things worse (and you could tell by their responses) but at that point we didn't care. I'm already screwed and they made it quite clear each time they couldn't give a rat's a** that this screw up happened. Kept shifting the blame. All we were asking was could someone find our fax, take a look at it, confirm we were the original owners and call the dealer so we could get a what? $100 inspection done? We weren't asking them to rebuild an engine for free? To inconvenience the customer, telling me I'll have to bring it back when this is all straighten out is telling. Might be a reason they're in so much trouble.

[Bob]

After the initial warranty was ready to expire on my wife's 09 DTS we decide to have the oil changed, tires rotated and check on the extended warranty. We inquired about our GM extended warranty we purchased for $1,750.00
They said yes Mr Smucker the extended GM warranty is in there. I ask for her to check again and make sure the VIN is correct. She said yes Mr Smucker the extended GM warranty is in there.
.
.
.
.
My name is not Mr Smucker
I had to go back to the original dealership and have them verify I was the original owner. They stated they would run it through GM to correct it and let me know. I've called twice since and they say they are still waiting.
Does not our time correcting there problems have a monetary amount to be attached?

[71 SE3834V]

After the initial warranty was ready to expire on my wife's 09 DTS we decide to have the oil changed, tires rotated and check on the extended warranty. We inquired about our GM extended warranty we purchased for $1,750.00
They said yes Mr Smucker the extended GM warranty is in there. I ask for her to check again and make sure the VIN is correct. She said yes Mr Smucker the extended GM warranty is in there.
.
.
.
.
My name is not Mr Smucker
I had to go back to the original dealership and have them verify I was the original owner. They stated they would run it through GM to correct it and let me know. I've called twice since and they say they are still waiting.
Does not our time correcting there problems have a monetary amount to be attached?

How much time has gone by?
Just to be clear, this is not a warranty that was purchased "extra". This was the standard warranty that came w/every vehicle sold at that time. The reason it wasn't caught before is warranty repair under the basic 3yr/36,000 mi are performed no matter who owns the vehicle I'm told. The extended powertrain warranty is only for the original owner.

Yeah, we've often asked ourselves "If only we could get paid to fix others mistakes". Not a month goes by that we're having to deal w/things like this. Medical offices that don't bill things correctly to the insurance and it's rejected so we get the bill, etc, etc.

[Cooter]

I could come in your thread with the typical bullsh*t I got in mine, saying things like "it's not their fault, end of discussion", or "this is silly. To expect a dealer to keep track of numerous vehicles they sell", but I won't as I understand your polite and have seen this very thing happen to customers before. Nobody wants to take care of the customer AFTER they have your money anymore.

I feel for you and I certainly hope your bad customer service doesn't become 'the norm'...

Maybe since they have no records on your truck, you can tell them you don't need to pay for a truck you obviously 'didn't buy from them?"

[Troy]

This sort of scenario is exactly why I won't step into a Dodge dealer. Every experience I've had has gone about the same way. I've never bought a new car so never had to deal with warranty work but their parts and service departments (at all the ones I've gone to) have been a joke.

I could come in your thread with the typical bullsh*t I got in mine, saying things like "it's not their fault, end of discussion", or "this is silly. To expect a dealer to keep track of numerous vehicles they sell", but I won't as I understand your polite and have seen this very thing happen to customers before. Nobody wants to take care of the customer AFTER they have your money anymore.

I feel for you and I certainly hope your bad customer service doesn't become 'the norm'...

Maybe since they have no records on your truck, you can tell them you don't need to pay for a truck you obviously 'didn't buy from them?"

Yeah, except this is an actual problem with a business and horrible customer service - not someone getting their (inflated) ego bruised.

Troy

[Bob]

After the initial warranty was ready to expire on my wife's 09 DTS we decide to have the oil changed, tires rotated and check on the extended warranty. We inquired about our GM extended warranty we purchased for $1,750.00
They said yes Mr Smucker the extended GM warranty is in there. I ask for her to check again and make sure the VIN is correct. She said yes Mr Smucker the extended GM warranty is in there.
.
.
.
.
My name is not Mr Smucker
I had to go back to the original dealership and have them verify I was the original owner. They stated they would run it through GM to correct it and let me know. I've called twice since and they say they are still waiting.
Does not our time correcting there problems have a monetary amount to be attached?

How much time has gone by?
Just to be clear, this is not a warranty that was purchased "extra". This was the standard warranty that came w/every vehicle sold at that time. The reason it wasn't caught before is warranty repair under the basic 3yr/36,000 mi are performed no matter who owns the vehicle I'm told. The extended powertrain warranty is only for the original owner.

Yeah, we've often asked ourselves "If only we could get paid to fix others mistakes". Not a month goes by that we're having to deal w/things like this. Medical offices that don't bill things correctly to the insurance and it's rejected so we get the bill, etc, etc.

We checked prior to the GM extended warranty kicked in. We bought it new and it was never registered to anyone else. We did find out today that the Smucker guy is the salesman who waited on us.

[71 SE3834V]

I could come in your thread with the typical bullsh*t I got in mine, saying things like "it's not their fault, end of discussion", or "this is silly. To expect a dealer to keep track of numerous vehicles they sell", but I won't as I understand your polite and have seen this very thing happen to customers before. Nobody wants to take care of the customer AFTER they have your money anymore.

I feel for you and I certainly hope your bad customer service doesn't become 'the norm'...

Maybe since they have no records on your truck, you can tell them you don't need to pay for a truck you obviously 'didn't buy from them?"

Only thing with that is it's been done paid for 2 yrs ago but thanks anyway!

[71 SE3834V]

After the initial warranty was ready to expire on my wife's 09 DTS we decide to have the oil changed, tires rotated and check on the extended warranty. We inquired about our GM extended warranty we purchased for $1,750.00
They said yes Mr Smucker the extended GM warranty is in there. I ask for her to check again and make sure the VIN is correct. She said yes Mr Smucker the extended GM warranty is in there.
.
.
.
.
My name is not Mr Smucker
I had to go back to the original dealership and have them verify I was the original owner. They stated they would run it through GM to correct it and let me know. I've called twice since and they say they are still waiting.
Does not our time correcting there problems have a monetary amount to be attached?

How much time has gone by?
Just to be clear, this is not a warranty that was purchased "extra". This was the standard warranty that came w/every vehicle sold at that time. The reason it wasn't caught before is warranty repair under the basic 3yr/36,000 mi are performed no matter who owns the vehicle I'm told. The extended powertrain warranty is only for the original owner.

Yeah, we've often asked ourselves "If only we could get paid to fix others mistakes". Not a month goes by that we're having to deal w/things like this. Medical offices that don't bill things correctly to the insurance and it's rejected so we get the bill, etc, etc.

We checked prior to the GM extended warranty kicked in. We bought it new and it was never registered to anyone else. We did find out today that the Smucker guy is the salesman who waited on us.

I meant "how much time has gone by that you've been trying to get the situation fixed?"

My understanding is that you bought an extra extended warranty. I can see something getting fouled up if they had to fill out extra paperwork for that. Obviously the salesman name got put in place of yours. I don't understand how anyone's name is listed as the original owner on mine as there was NO extra paperwork to fill out for anyone who bought a vehicle in the time frame when Chrysler was almost bankrupt (spring of '09). Everyone got deep rebates and a lifetime powertrain warranty on their vehicle. I even asked "who covers the warranty if Chrysler goes belly up?" and I was assured that there was a government program that would take care of me. Don't know if that was B.S. but I took a chance. Hey they survived but I wonder how many people have been screwed like this.

I keep hearing "That's why I don't buy new" but could tell the story of my buddy who bought an '06 F250 w/100,000 miles on it last fall that blew the engine a month later.....that's why I don't like buying other peoples junk! Believe me, I've purchased plenty of used vehicles. Most of the time you win, like when I found a '72 Galaxie w/41,000 on it for $1500 but other times you lose like the 15 yr old truck that I had one problem after another with so I got rid of it.

[Cooter]

This sort of scenario is exactly why I won't step into a Dodge dealer. Every experience I've had has gone about the same way. I've never bought a new car so never had to deal with warranty work but their parts and service departments (at all the ones I've gone to) have been a joke.

I could come in your thread with the typical bullsh*t I got in mine, saying things like "it's not their fault, end of discussion", or "this is silly. To expect a dealer to keep track of numerous vehicles they sell", but I won't as I understand your polite and have seen this very thing happen to customers before. Nobody wants to take care of the customer AFTER they have your money anymore.

I feel for you and I certainly hope your bad customer service doesn't become 'the norm'...

Maybe since they have no records on your truck, you can tell them you don't need to pay for a truck you obviously 'didn't buy from them?"

Yeah, except this is an actual problem, same as yours, with a business and horrible customer service - sorry my inflated ego caused me to post like a douche. Please except my apology and let's talk cars again Cooter.

Troy

Why Troy, somewhere in all those posts I knew you was smart afterall. Even if you can't see others ways.

[71 SE3834V]

Cooter, Troy, I got a lot of respect for you both but why bring your crap into my thread? Troy, being administrator, shame on you.

[Dino]

Sorry to hear about your troubles.  I worked in the auto industry for quite a while and I can't think of too many places where more rotten scumbags convene than a car sales meeting.

This issue needs to be made someone's problem over there.  Call them every hour of the day until it's fixed.  It may just work and get this mess straightened out.

[71 SE3834V]

Sorry to hear about your troubles.  I worked in the auto industry for quite a while and I can't think of too many places where more rotten scumbags convene than a car sales meeting.

This issue needs to be made someones problem over there.  Call them every hour of the day until it's fixed.  It may just work and get this mess straightened out.

Dino, we called them 4 or 5 times the day of. Each time they added more "info" about our calls into the file as we could tell each person we talked to became more easily aggravation that we were calling back when "we had been told we'd have to wait". As some point we needed to move on with our regular lives and make a living. I'd like nothing more then to call them 24/7. My wife and I are debating how long to wait until calling again just to prove this isn't much of a big deal to them. Was told supervisor was gonna call within the next day. Of course, as expected, no call.

It's mind boggling...I've spent 3 decades trying to give the best customer service I could to my customers and I couldn't get my business built up much bigger than a tiny operation for one reason or another. Now I'm limited because of physical problems and was forced to file for disability. It's disheartening that companies can made millions (and lose millions) with this kind of service.

[odcics2]

Too bad the dealers are independently owned.
If Chrysler owned them all, they could actually do something...     

[draftingmonkey]

Well let's see, I have had new Mopars, wife new Honda & Toyota, family new Ford & GM, neighbors new Lexus, MB, BMW; and the common core of any new car is that the bulk of dealers ain't worth a darn when it comes to warranty work and getting corporate help rarely seems to work. It seems to me that the good dealers who go to bat for you are few and far between.

Shoot, the reality is that there isn't a major auto maker that doesn't have manufacturing issues anymore. It is rarer to find a new auto that doesn't have issues than one that does.

[71 SE3834V]

Well this really isn't about getting warranty work done. I've bought 7 new vehicles to use in the course of my business and worked them pretty hard over 31 years. I've never had an issue when it came to having a repair done under warranty.
This is about who bought my vehicle the day it was born. I have all the paperwork saying I did, in fact I ordered it. The corporation says it was someone else. 

[rt green]

sorry you guys are having all these issues. hope it all works out