D.C.customer no service

[DPKetchum]

I really hate to post this but my faith in customer service has been shattered! I don't know Tdr's relationship with D. C. or even if there is one. But here goes. I have this horrible drone from my truck at 2100 rpm plus. Its posted. The dealer said Star said a turbo problem but I felt that was not totally correct. Anyhow I felt it was purely exhaust. Anyway I stopped by the dealer to ask to set up a meeting with the rep. Had horses on the trailer etc. Was informed the REP was in!Great. It was the operations Rep and was told he'd be free shortly. Setting them up to sell tires. Anyhow I waited over a hour for him to finally appear. Horses in trailer in sun etc. said he had'nt heard of a drone problem but would pass it on to the Tech Rep. I left. Today I was on the phone with DAVE at Wildcat diesel whom was referred by a TDR member and a BANKS salesman. Dave said drone was muffler and exhaust related and found the U. S. built trucks and Mexican built trucks have same down pipes etc but reversed!Mine is built in Mexico. Dave commented he wanted to know if the reverse was by design or by accident and if this is why some drone much louder then others. Set up wrong in assembly etc. I called D. C. to ask them to have the TECH rep call me at his convenience so I could discuss this with him or someone. Was told they WOULD NOT pass this along or pass any message along from them to contact a customer. Had to start at square root one back at the dealer! Claimed they had NO clue to where he would be. I worked DEALERS 25 years. They (the manufacture )can always find their REPS they have his agenda printed in advance. THEY always found them when THEY were at the DEALER I was at . . Just plain refused!Finally got them to admit it wasn'nt they could'nt but they WOULD'nt!. In fact heard the CUSTOMER SERVICE guy laugh that HE would not pass my name and phone number along. IN the morning I will CONTINUE my quest for my request. This WILL affect my customer satisfaction survey.

 

[Wil_H]

This behavior is not acceptable. Contact your local better business bureau. It is amazing what a little public pressure will accomplish. Remember that the state attorney generals office handles lemon law claims

 

[Dean Upson]

DP,



I had someone like that at Customer Service tell me that if I put a Jacobs Brake (that Chrysler sold) on my 98. 5 I would void the warranty on my whole truck. I got ahold of his supervisor and ended up with an apology and a bunch of coupons for accessories. I got the impression the person that gave me a snotty bad time had been a bad apple and this was the final straw. I would get to a supervisor and tell them how you have been treated and that my get you somewhere.



Dean

 

[DPKetchum]

Wife and I we discussing this at dinner. I forgot to include I ASKED for a supervisor and was TOLD that would'nt happen either. I said that this sounds and feels like the 70s and that almost put you(D. C. )and others out of business then. I worked for dealers 25 years and have seen REPS in our office get messages and or say pardon me I need to call this customer back etc. what is the 1800 number for? Seems like their running interference for ??Oo.

 

[BHolm]

Not that it is any consolation but, don't feel like the Lone Ranger. Doesn't sound like much has changed in the last 10 years since my last Dodge truck. After several Getrag trans failures the zone rep told me he had not heard of any problems, funny the local transmission shop sure had



Anyway, I have gotten the bad customer service run around from Chrysler, GM and Ford, all in the last few years. I must admit though, just before I traded my '01 D-max I got them to cover almost $2000 in repairs that they initially were not going to pay for. If the General is starting to listen, maybe there is hope for all.

 

[CATCRACKER]

hey guys dont get dicouraged i am in the same boat right now but it is just begining for me. stay on their a$$ until they perform. all i hear is 7/70. . 7/70. . 7/70 now either they perform the 7/70, build a better vehicle or, they give us our money back these are the only choices by law that they have.



If you go in for warranty work document everything. dont take any chances with $40,000.

 

[adsharpe]

Well fellas, welcome to the Wonderful World of DC. As you should know, Daimler will soon dump Chrysler as they cannot make money and lost in excess of 1 BILLION last quarter at Chrysler. Their dealers hate them cause they cut the markups. One dealer here in Jackson,MS adds $900 worth of crap to the window sticker and, of course, only a fool would buy there. The customer relations thing is out of control. DC simply does not care. They have had to buy back all the Dodge PKUPS they sold the State of Maine. They are now facing a possible recall of nearly 1/2 million Durangos cause the front ends are falling apart. Jeep is now a garbage dump because of DC cheapening the product. My new 3500 DRW SLT has all kinds of rust underneath. I've had 4 Cherokees and they are now out of production. When the last year was produced, quality was zilch. The Attorney General's office persuaded DC to repaint my Cherokee. Even Mercedes is now a garbage car compared to the other Krauts and the 2 Japs. They are doing the same thing with Detroit Diesel by manufacturing a cheapened form of the 60 series in Brazil and calling it a MB, thus avoiding the current EPA regs. Their Sterling trucks are a joke.



There are some good dealers out there, Americans who still have a sense of right and wrong. Not where I live, but I know there are good guys out there.



If you have any friends you should make them aware of DC's problems before they buy any DC product.



I wanted a Cummins to retire with and I got it. But I sure miss my good Ford dealers!



Caveat Emptor.

 

[Rogue Ram]

TRUE STORY.........

... ... . I was banned from a dealership by the service manager for filling out a negative customer comment card!!! Had coolant sprayed all over the engine compartment, blown gasket under the gooseneck going into the head... ..... said they pressure tested it and it was fine. They couldn't explain the coolant sprayed all over the compartment which was obviously coming from the gooseneck. Fought and fought and they finally fixed it. When the comment card came, I tubed them on their attitude. Next time I went to take the rig in (mistake), I got a call after dropping it off saying " we are a 5 star dealer and we can't service your truck ever again because you gave us a negative rating on your comment card". We went around and around, including the manager leaving a profane message on my voicemail at my office.



Months later at a TDR function (!) I confronted the owner... ... ... he acted appalled, and said he'd remove the information in their computer blackballing me. Guess what... ..... its still there, 2 years later. I go elsewhere for service when needed.



Bottom line, DC's customer service is appalling.



Rogue

 

[scbroder]

Originally posted by adsharpe

... As you should know, Daimler will soon dump Chrysler ...

Absolutely not true. The day following the release of second quarter earnings, DaimlerChrysler AG announced that the Chrysler group was as much a part of DaimlerChrysler as Mercedes Benz and they would not sell the Chrysler Group.

 

[bighammer]

Rogue Ram, if it were me I'd be telling EVERYONE. What bunch of crap! Sounds like they want to clain you have an attitude instead of admit to their stupidity.



Want to give a specific name or town so we all can avoid this place?

 

[adsharpe]

Originally posted by scbroder

Absolutely not true. The day following the release of second quarter earnings, DaimlerChrysler AG announced that the Chrysler group was as much a part of DaimlerChrysler as Mercedes Benz and they would not sell the Chrysler Group.

1. Was someones mouth moving?



2. I didn't say sell, i said dump, as in bellyup, dead-in-the-water, kaput or broke. Bankrupt.



3. How many quarters of billion dollar losses can be sustained?



4. Why are there billion dollar losses? Is it not partly due to exactly what we are discussing? I work with real men (mechanics and drivers at very large LTL carrier) and they ridicule me for buying a Dodge even with a Cummins because Dodge has a notorius rep and no trade in value. (And, we can get a vendor discount with GM which means a very good price. ) Prior to this year, the front ends were known to require frequent rebuilds and the AT has been a joke. The new AT is engineered to fail at 150k.



5. My only purpose in posting was, since it was there, to encourage readers to warn their friends about the service situation. If one lives in Blair, Neb. they don't have to worry. Also, Carson City, NV. But, if you live in Jackson, MS, you are hurtin for certin.



6. Since I contacted DC customer Service concerning a real screw up by the dealer wherein they installed the wrong fluids, I too am persona non gratis at the dealer. However, I am mean enough to use an attorney or the State to get something and I don't quit. (5 Stars my donkey!)



Enjoy your vehicles and be glad Cummins is such a reputable company. Pity they do business with DC.

 

[BigUgly]

DP;

Try Childre Dodge. They're located in that area, maybe an hour or so from where you're at. They have great service, if you want me to, I can try and track down their phone number.

Josiah

 

[Pit Bull]

I've had two Dodge CTD's bought them at different local Dodge dealers here in SW Missouri. Sales and Service at both Dealerships have done a pretty good job. Only one mistake at the 1st dealership. Not a big deal. The latest Dealership Ozark Dodge is doing everything right so far. But I have been lucky and never really had any problems other than a leaking rear axle seal on my 2000. I've had Ozark Dodge do my oil and filter changes (gave me coupons with the new truck) they never even spill any oil on the engine and I like the fact that I can stand and watch them working on my truck. I think this truck problem/service perception is a very personal thing. If you don't have any problems with the truck and service then everything is great. When/if you do have a bad event then depending on your personality and the other things happening in your life it can seem pretty bad. I've owned Lexus automobiles and have had them forget to put oil in my car during an oil change. Sometimes like they say "*hit" happens. Just hope that it does not happen to you to often. Hope you guys that are having problems get taken care of.

 

[Dean Upson]

I have had similiar experiences with my local dealerships, Bolles Motors here in Union. The service has been great and they have never given me a difficult time. I consider them my friends. I have mixed feelings about D/C Customer Service, I must admit that is has been mostly positive. I think customer attitude can be a big factor in relations.



Dean

 

[scramblin]

and no trade in value. [/B]

I could argue against that, but I will not. A good friend sells used trucks. He sells fords, dodges, and Chevys. He specializes in Diesels he would definately say you are very wrong, at least in this part of the country.

 

[DPKetchum]

From what I've heard and seen in the BLACK book the Dodge with diesel is much higher trade in etc then Ford or G. M. The dealer has been ok. In past the customer service on other autos has been ok. When I worked at a D. C. dealer the customer service use to call us about a given situation,I thought that was a good thing. I was SHOCKED at the attitude when I called this time. I'm not DONE yet with the ATTITUDE I got this time.