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  #25  
Old 07-13-2014, 11:21 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by GCLimited View Post
...and they charged the customer $100 to replace it.

Should have been done for free. Asking the customer to pay $100 to replace a defective $65 part is an embarrassment.
$100 isn't bad considering the basic warranty period (time-wise) was over and that shocks are considered a normal wear item.

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  #26  
Old 07-13-2014, 11:26 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by MDBones View Post

$100 isn't bad considering the basic warranty period (time-wise) was over and that shocks are considered a normal wear item.
Did the dealership/Chrysler not admit that this was not a "normal" failure of this part for the amount of mileage it had on it?

Sounds like a defective part to me.
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  #27  
Old 07-13-2014, 11:35 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by GCLimited View Post
Did the dealership/Chrysler not admit that this was not a "normal" failure of this part for the amount of mileage it had on it?

Sounds like a defective part to me.
And defective parts are covered for a specified time/mileage period, whichever comes first. That's what you agree to when you sign the sales contract. If a person's word/signature means anything, they stand by what they agreed to. IMHO


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  #28  
Old 07-13-2014, 11:45 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by GCLimited View Post
Did the dealership/Chrysler not admit that this was not a "normal" failure of this part for the amount of mileage it had on it?

Sounds like a defective part to me.

Yes they did. But like any other part, that doesn't mean that they can't.

It's still classed as a normal wear/maintenance part and out of warranty. The dealer applied some goodwill here to help him out when they clearly didn't have to.
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  #29  
Old 07-13-2014, 11:54 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by bill_de View Post

And defective parts are covered for a specified time/mileage period, whichever comes first. That's what you agree to when you sign the sales contract. If a person's word/signature means anything, they live by what they agreed to. IMHO
If this is the degree of service you've experienced and expect from your vehicle manufacturer or dealership, that's fine.

I personally have had different dealings with other vehicle manufacturers, and I've usually been treated much better. For instance, the crappy stock radio in my old 2007 Subaru WRX died 1 year out of warranty (more money than a $65 shock for sure), and the dealership/Subaru replaced it for free. Another case in point, the rear brake pads/right rear rotor needed replacing on my wife's old 2010 BMW 328iX coupe. Even though the pads were considered a "wear" item and were not covered under BMW's 4 yr/50,000 warranty/free maintenance plan, they told her that the rear pads should not have worn that quickly (less than 30,000 miles), and they did the whole job for free.

IMO this is how car manufacturers should treat customers if they truly stand behind their products, and want their repeat business...especially on a $40,000 plus vehicle.
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  #30  
Old 07-13-2014, 01:18 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

Didn't mean to cause a large argument.

Dealer nor Chrysler ever stated shock was defective (that would be my terms). I obviously don't remember all the conversations, but that is probably some of the issue as they were never CLEAR with their communication. The tech also seemed very awkward trying to even present the strange logic on why there would be a $100 charge. On other items from the Dealer communication has always been good. Paperwork states "Customer Deduct able to replace left front shock, Chrysler good will gesture, no warranty implied".

While I understand the warranty contract and even the legal issues with admitting a defect, others do have the point about why charge me $100? If you are going to good will to cover the issue outside warranty, why charge so little, wouldn't it be better marketing to charge zero (in my case I know it would)? If I had been charged zero, I would definitely feel that they stand behind the product.
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  #31  
Old 07-13-2014, 02:46 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Didn't mean to cause a large argument.
No argument...just the normal "mental wrestling" that goes on here. We're all big boys...we can take it.

The whole $100 charge to me smelled fishy from the start. Like I said earlier, why bother asking for such a paltry sum to begin with.

I bet the $100 went right into someone's pocket at the dealership...with Chrysler being charged the whole amount.
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  #32  
Old 07-13-2014, 02:53 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by GCLimited View Post
No argument...just the normal "mental wrestling" that goes on here. We're all big boys...we can take it.
This we agree on.


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  #33  
Old 07-13-2014, 03:02 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

Maybe they just took the approach of treating you as if it were a $100 dollar deductible on an extended service contract even though you didn't have the extended service contract. Maybe that was their good will was treating the situation as if the service contract applied. I'm not saying that is definitely what happened because I don't know your whole situation but that could be the logic behind it. If someone with maxcare $100 dollar deductible had the same issue they would have been charged $100 as it is a covered item. They may not have wanted to treat you better than someone who had purchased maxcare. Just a possibility
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  #34  
Old 07-13-2014, 06:19 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by silvermax04 View Post
Maybe they just took the approach of treating you as if it were a $100 dollar deductible on an extended service contract even though you didn't have the extended service contract. Maybe that was their good will was treating the situation as if the service contract applied. I'm not saying that is definitely what happened because I don't know your whole situation but that could be the logic behind it. If someone with maxcare $100 dollar deductible had the same issue they would have been charged $100 as it is a covered item. They may not have wanted to treat you better than someone who had purchased maxcare. Just a possibility
This was their explanation as the service agent on the phone tried to explain the logic. The $100 was as if I had purchased an extended warranty.

I have a sales slip from the dealer and paid sales tax on the $100 just like any other service. So while I don't know what Chrysler did for the dealer, it didn't just go into someone's pocket.
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  #35  
Old 07-13-2014, 06:39 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by GCLimited View Post
I personally have had different dealings with other vehicle manufacturers, and I've usually been treated much better.

IMO this is how car manufacturers should treat customers if they truly stand behind their products, and want their repeat business...especially on a $40,000 plus vehicle.
I have only owned GM, BMW and now Jeep. I tend to keep cars 7-8 years and sell with 50-80K miles on them. So far the BMW experience has been the best (but definitely most expensive). While I understand the luxury aspect (I don't care about fancy coffee, fancy waiting areas, cookies, etc.), I do expect at least some professional manners at the dealership. Somewhere that fell apart on this event as employees clearly didn't want to answer certain questions (like I have to drive 120+ miles tomorrow, is that unsafe on this shock since you "couldn't find the part today").

Oh, I paid no where near $40K+ nor would I for a Jeep (sorry, perception on quality can be harsh from a consumer). I have the Laredo and paid ~$32K. At $40K+, it would have been a BMW or Lexus.
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  #36  
Old 07-13-2014, 06:44 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by GCLimited View Post
No argument...just the normal "mental wrestling" that goes on here. We're all big boys...we can take it.

The whole $100 charge to me smelled fishy from the start. Like I said earlier, why bother asking for such a paltry sum to begin with.

I bet the $100 went right into someone's pocket at the dealership...with Chrysler being charged the whole amount.
The $100 charge when out of warranty is common I have had happen once before with another vehicle. Its like a deductible because they are doing a good will repair. Its like they are meeting you part way. It sounds to me like the OP was fine with this until some people started telling him he shouldn't pay anything.
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