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Old 11-06-2012, 09:37 AM
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Reporting Warranty Issues

Just wanted to vent a bit about dealer attitudes...

Took my GC in for service yesterday (have 33K miles) and I had a list of items to check, mainly stuff that was minor that could wait until a service visit. The dealer did have a technician go out with me for a 30 minute test drive to duplicate the issues and many of them could not be duplicated but a few could. I told the service advisor that I wanted them to be noted so I could get them covered under warranty if they became issues and the attitude was that they didn't want to do that because "every customer would come in just before the warranty expired with issues".

While I can understand that issues that cannot be seen may not really exist, if there is an issue that needs to be watched (one example in my case is a hum/whine at highway speeds that the tech did hear on the test drive) that the issue should be covered under warranty even after the vehicle goes over the mileage limit.

In my case I have the Lifetime Max Care service contract so the real difference in cost is the service contract deductible, but the dealer should say that they will at least try to get approval for the repair and maybe say that they would like to cover it but that Chrysler may have issues.

Note to dealer service departments...if a customer is trying to get an issue covered under warranty don't just get adversarial with them, we are not trying to rip you or Chrysler off, we are just trying to get what we believe we are entitled to under the warranty terms (which we DO pay for as part of the overall vehicle price). Also please note that the vast majority of customers would love to not have to bring my vehicle in for ANY repairs regardless of who pays for them.
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Old 11-10-2012, 11:13 PM
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Re: Reporting Warranty Issues

Sounds like you need to find yourself a dealership not staffed by people who forget they have jobs because of the customers.
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Old 11-11-2012, 03:03 PM
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Re: Reporting Warranty Issues

a) Why do you think that owners cannot buy a service manual ?

b) If a dealer refuses to write up an issue, just send a registered/certified letter to Jeep Cares with the details including the dealer's name.Is really very simple.
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Old 11-12-2012, 02:31 PM
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Re: Reporting Warranty Issues

Quote:
Originally Posted by hammer1234 View Post
Just wanted to vent a bit about dealer attitudes...

Took my GC in for service yesterday (have 33K miles) and I had a list of items to check, mainly stuff that was minor that could wait until a service visit. The dealer did have a technician go out with me for a 30 minute test drive to duplicate the issues and many of them could not be duplicated but a few could. I told the service advisor that I wanted them to be noted so I could get them covered under warranty if they became issues and the attitude was that they didn't want to do that because "every customer would come in just before the warranty expired with issues".

While I can understand that issues that cannot be seen may not really exist, if there is an issue that needs to be watched (one example in my case is a hum/whine at highway speeds that the tech did hear on the test drive) that the issue should be covered under warranty even after the vehicle goes over the mileage limit.

In my case I have the Lifetime Max Care service contract so the real difference in cost is the service contract deductible, but the dealer should say that they will at least try to get approval for the repair and maybe say that they would like to cover it but that Chrysler may have issues.

Note to dealer service departments...if a customer is trying to get an issue covered under warranty don't just get adversarial with them, we are not trying to rip you or Chrysler off, we are just trying to get what we believe we are entitled to under the warranty terms (which we DO pay for as part of the overall vehicle price). Also please note that the vast majority of customers would love to not have to bring my vehicle in for ANY repairs regardless of who pays for them.

I think in a way the dealer is right. If you take your jeep in for an issue it will be noted because a work order is created to check the problem out. So even if they don't find a problem its still in the system that you complained about it. I also understand from the dealers point of view that it can't be open ended. Someone could take their vehicle in and say they have drivetran noise and then anything that happens with the drivetrain in the future would be covered? You have the lifetime warrenty so anyting that happens is going to be covered anyway its just you might have to pay a deductible.
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Old 11-16-2012, 06:33 AM
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Agree that problems should not be completely open ended...but the dealer should be willing to go to bat for the customer if a symptom identified while under warranty is actually diagnosed when officially out of warranty.

This dealer is actually the best one I have that is not far from home...another closer dealer gave me a hard time because I did not purchase the GC there and the dealer I purchased the GC at overcharges for maintenance...so this is my best option.

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