Attention: TDR Forum Junkies 
I'm posting this here only because the service involves my 2nd-gen truck, and we don't have a forum dedicated to discussion of Daimler-Chrysler's service quality. After reading much here on TDR about DC warranty coverage issues recently, I almost wish we had a separate forum to discuss Daimler-Chrysler customer service - or rather the NON-EXISTENCE of it.
I've had my 2001 for a little over 3 years; 2nd owner; purchased with 41k miles on the odometer. For two of my ownership years, the air conditioning system has leaked refrigerant slowly - cooling for less than 1000 miles after recharging. I've had my dealer service the truck 4 times (maybe 5, the memory is fading now) for this same problem. They keep recharging, with dye, and then say they can't find a leak. They've replaced the evaporator once, and this week they replaced the compressor.
Among other issues with my truck, the A/C service has been covered under a DC Maximum Wrap warranty service contract purchased with the truck. This contract period expired just about 30 days ago, with the 5-year limit after first delivery of the truck. So, when I took it in last week (again) for loss of refrigerant, I expected the A/C system service would still be covered under this warranty contract (since it was a continuing problem). The dealer service department had just recharged the system again about 2 months ago, before the service contract expiration date. At that time, they assured me they could continue to address the issue under warranty.
I'll be the first to admit that I have used this DC service contract to my advantage. After an initial argument with my service department manager, the contract has afforded me parts and installation of new ball joints, new front hubs, and a track bar. Each visit (for covered service) only cost me a $50 deductible charge.
The dealer has had my truck for 10 days now. When I called them today for an update on this A/C problem, they told me that DC was covering the repair cost EXCEPT for an additional $50 deductible charge.
Since I have made MANY service visits just to try and solve this A/C problem, the notice that I should pay ANOTHER deductible charge - for the SAME PROBLEM - set my temper on fire.
A bit of background is pertinent here. I quit directing any anger toward my dealership long ago. Since our initial conflict shortly after purchasing the truck, I feel they have treated me very fairly. I told them on my first service visit "Treat me right, and I'll be one of your best customers. But I will get my due advantages from the warranty - if you try to short change me, I'll make sure EVERYBODY hears me complain. " This (plus the fact that I always write up a sheet for the technician, explaining the service needs, and describing how to reproduce the problems/symptoms) seemed to make them realize that I know the diagnosis before bringing my vehicles in for service. Since then, they have treated me with respect, and have actually given me labor discounts when helping with aftermarket modifications. My wife drives a Subaru purchased from the same dealer, and both of us are now on a first name basis with quite a few of the dealership employees.
Getting back to my rant, my anger about this additional deductible charge was directed towards DC, and their warranty contract division. I called a customer service number, spoke with a representative who pulled records from the VIN, and she confirmed the A/C compressor replacement had been submitted for warranty claim. She went on to explain that since my warranty had expired, DC was offering to cover the compressor "in the interest of customer satisfaction", but I would still have to pay the deductible. Then she said - with a good bit of ATTITUDE - "This is our offer, and it still stands. Take it or leave it. "
Complaining with this woman did no good at all. I explained the multiple service visits (she seemed to have records of this), I explained that I had paid multiple deductible charges for the same problem, and I explained that the dealer could not fix the problem. Nothing I did seemed to have any effect on the ATTITUDE. Lindsay (her name) continued to repeat "Our offer still stands. " Almost as if to say: I can take the offer now, but if I continue to argue, they might rescind the offer... . ??
I even threatened legal action. But, we all know I stand a snowball's chance in hell of getting any refund from DC - plus the fact that it's not worth my time for $50. And it boils down to this - anything I could do would only come back to my dealer. I don't want to put any more burden on them. They even gave me a rental car for the 10 days my truck was in the shop. And DC won't cover the rental car charge. My dealer will eat this cost for the rental, in the interest of my satisfaction. They even offered to waive the $50 deductible charge, but if I take them up on that offer, that's another $50 that they have to absorb. If I dispute the charge on my credit card, or write them a check and cancel payment, the dealer loses the money. They're only going to get reimbursement from DC that is authorized for the service claim. Any action I take in this manner just short changes my dealership. I want DC to cover this deductible charge, not my dealer.
That's my quandary now. I really appreciate the extra effort this dealer gives me to ensure I'm happy. I don't want to impose any extra cost for the dealership. And if I pursue any legal action, the extra time (delay?) the service department put into this repair comes down to a black mark against them, because it emphasizes the fact that they had difficulty with the diagnosis. Plus, they had the vehicle for multiple service visits. Hell, I'm still not sure they've even solved the problem yet. It will still take another 1000 miles or so to see if the A/C is fixed.
So, what can we really do about Daimler-Chrysler's lack of customer service for their products - both the vehicles and the warranty contracts? It's not the $50 - that's certainly not going to send me to the poorhouse. It's the principle of the thing. Most other vehicle manufacturers I've dealt with take care of their customers in situations like this. But not DC. Their customer service policies suck like a vacuum - and IT'S JUST NOT RIGHT. A lot of the problems we have with the Dodge Ram are design flaws, they recur on everybody's trucks, and they should be addressed by the manufacturer.
Any suggestions? How can we get this anti-DC campaign started so it causes them pain?
Still not over this one,
John
PS - I know, I KNOW; I really came out on the good end of the stick - only $50 for a new A/C compressor.....
I've had my 2001 for a little over 3 years; 2nd owner; purchased with 41k miles on the odometer. For two of my ownership years, the air conditioning system has leaked refrigerant slowly - cooling for less than 1000 miles after recharging. I've had my dealer service the truck 4 times (maybe 5, the memory is fading now) for this same problem. They keep recharging, with dye, and then say they can't find a leak. They've replaced the evaporator once, and this week they replaced the compressor.
Among other issues with my truck, the A/C service has been covered under a DC Maximum Wrap warranty service contract purchased with the truck. This contract period expired just about 30 days ago, with the 5-year limit after first delivery of the truck. So, when I took it in last week (again) for loss of refrigerant, I expected the A/C system service would still be covered under this warranty contract (since it was a continuing problem). The dealer service department had just recharged the system again about 2 months ago, before the service contract expiration date. At that time, they assured me they could continue to address the issue under warranty.
I'll be the first to admit that I have used this DC service contract to my advantage. After an initial argument with my service department manager, the contract has afforded me parts and installation of new ball joints, new front hubs, and a track bar. Each visit (for covered service) only cost me a $50 deductible charge.
The dealer has had my truck for 10 days now. When I called them today for an update on this A/C problem, they told me that DC was covering the repair cost EXCEPT for an additional $50 deductible charge.
Since I have made MANY service visits just to try and solve this A/C problem, the notice that I should pay ANOTHER deductible charge - for the SAME PROBLEM - set my temper on fire.
A bit of background is pertinent here. I quit directing any anger toward my dealership long ago. Since our initial conflict shortly after purchasing the truck, I feel they have treated me very fairly. I told them on my first service visit "Treat me right, and I'll be one of your best customers. But I will get my due advantages from the warranty - if you try to short change me, I'll make sure EVERYBODY hears me complain. " This (plus the fact that I always write up a sheet for the technician, explaining the service needs, and describing how to reproduce the problems/symptoms) seemed to make them realize that I know the diagnosis before bringing my vehicles in for service. Since then, they have treated me with respect, and have actually given me labor discounts when helping with aftermarket modifications. My wife drives a Subaru purchased from the same dealer, and both of us are now on a first name basis with quite a few of the dealership employees.
Getting back to my rant, my anger about this additional deductible charge was directed towards DC, and their warranty contract division. I called a customer service number, spoke with a representative who pulled records from the VIN, and she confirmed the A/C compressor replacement had been submitted for warranty claim. She went on to explain that since my warranty had expired, DC was offering to cover the compressor "in the interest of customer satisfaction", but I would still have to pay the deductible. Then she said - with a good bit of ATTITUDE - "This is our offer, and it still stands. Take it or leave it. "
Complaining with this woman did no good at all. I explained the multiple service visits (she seemed to have records of this), I explained that I had paid multiple deductible charges for the same problem, and I explained that the dealer could not fix the problem. Nothing I did seemed to have any effect on the ATTITUDE. Lindsay (her name) continued to repeat "Our offer still stands. " Almost as if to say: I can take the offer now, but if I continue to argue, they might rescind the offer... . ??
I even threatened legal action. But, we all know I stand a snowball's chance in hell of getting any refund from DC - plus the fact that it's not worth my time for $50. And it boils down to this - anything I could do would only come back to my dealer. I don't want to put any more burden on them. They even gave me a rental car for the 10 days my truck was in the shop. And DC won't cover the rental car charge. My dealer will eat this cost for the rental, in the interest of my satisfaction. They even offered to waive the $50 deductible charge, but if I take them up on that offer, that's another $50 that they have to absorb. If I dispute the charge on my credit card, or write them a check and cancel payment, the dealer loses the money. They're only going to get reimbursement from DC that is authorized for the service claim. Any action I take in this manner just short changes my dealership. I want DC to cover this deductible charge, not my dealer.
That's my quandary now. I really appreciate the extra effort this dealer gives me to ensure I'm happy. I don't want to impose any extra cost for the dealership. And if I pursue any legal action, the extra time (delay?) the service department put into this repair comes down to a black mark against them, because it emphasizes the fact that they had difficulty with the diagnosis. Plus, they had the vehicle for multiple service visits. Hell, I'm still not sure they've even solved the problem yet. It will still take another 1000 miles or so to see if the A/C is fixed.
So, what can we really do about Daimler-Chrysler's lack of customer service for their products - both the vehicles and the warranty contracts? It's not the $50 - that's certainly not going to send me to the poorhouse. It's the principle of the thing. Most other vehicle manufacturers I've dealt with take care of their customers in situations like this. But not DC. Their customer service policies suck like a vacuum - and IT'S JUST NOT RIGHT. A lot of the problems we have with the Dodge Ram are design flaws, they recur on everybody's trucks, and they should be addressed by the manufacturer.
Any suggestions? How can we get this anti-DC campaign started so it causes them pain?
Still not over this one,
John
PS - I know, I KNOW; I really came out on the good end of the stick - only $50 for a new A/C compressor.....
