Dodge customer service

[E2360]

Not sure this is the right place for this but a moderator can move if needed.



Just some insight into Chrysler, LLc and how they actually listen to what we have to say. The background: While traveling to the Grand Canyon this summer towing the 5th wheel, my A/C went out just outside of Holbrook, AZ.



Knowing we were only a few hours from our destination, I phoned Dodge customer service to find the nearest dealership to where we would be staying.



Needless to say I was connectd to someone in India who spoke excellent english but could not comprehend at all what I was asking for. Kept wanting to know why I would not take it to the selling dealership which is in the Chicago area.



After much discussion, she finially gave me a name and number in arizona.



Not trusting the info, I did not call them but waited to get to the destination, hopped on the net and found a dealer 30 miles away as opposed to her "closest" at over 100 miles away. Called Diamond dodge in Flagstaff, AZ, explained the situation and within an hour they had the truck written up and me in a rental car. Next day... bad compressor. Part comming overnight from MILWAULKEE to Az. Arrived 2 days later and they got me on the road quickly.



Great job by Diamond dodge!



When I got home I wrote a honest letter to Dodge. No nastyness just outlined my dissatisfaction with call center and asked why an A/C compressor has to come from Wisconsin to Arizona. Sent the letters to Bob Nardelli CEO and the VP for North America by express mail. The next week the head of customer service tracked me down, wanted to know more details about the phone experience, apologized for the inconvience and seemed genuinly concerned. I was suprised. I figured I would just get some form letter saying nothing.



Needlless to say, someone is paying attention to our concerns. My suggestion if you have a problem, send a reasonable letter to the top.

Someone actually reads them.

 

[icman95]

It's good to know that your efforts weren't wasted. Perhaps the new owners will be more apt to be customer friendly.

 

[Grizzly]

I'm surprised, but it's good to know.

 

[EDankievitch]

All I can say is that dodge road side asist is much better now that Dalmer is out of the pic. Their attitude sucked. The new dodge seems to care... .

 

[Treb]

not that surprising from a German co. Every time I've worked with a German co (like daimler) their attitude is always, "ve do no rong. ze problem must be viss zeze stoopeed coztomerz. you vill buy our products and like zem becauze zey are great like uz" glad they've split company!! maybe the american customer service will come back!

 

[e-man-da-warranty-man]

I don't like the fact that majority of the customer service is now handled by an out source company with its call center in India. Cultural and communication barriers certainly don't help and can really upset us customers... You can still talk to a real American though if you absolutely need to by requesting to speak to a person in "tier 3"- which is no doubt who followed up with you to make sure things were right. .