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Old 07-11-2014, 05:30 PM
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Good Chrysler / Dealer Mistake / Not sure how to feel?

So I thought I would share for others. Maybe get some opinions. Provide an example for those considering a purchase that Chrysler is standing behind their product.

My dealer sells the Chrysler service plan (i.e. oil changes) the gives you 4 oil changes for $80. So I have been getting that contract. While in for an oil change they noticed my left front shock was leaking. Oil change guy said that BOTH front shocks would require replacement, alignment and quoted $740.

Jeep was bought new Feb 2011, this was May/June 2014 and it has about 15K miles, so technically out of warranty for the shock.

Scheduled appointment. On arriving the service agent said the inspections would be done under warranty (was surprised as I was expecting due to appointment they were prepared to just complete the work). That afternoon I get a call from the service agent and he says Chrysler will replace the left front shock with a $100 cost (similar to if I had purchased an extended warranty). Due to the low mileage they recognize this is not a normal failure. They have to order part.

2nd appointment, part is in, leave Jeep at dealer for repair. Return in the evening, nothing was done as they couldn't find the part. Had to bring it back again to finally get fixed.

I should feel better about the whole experience, but just don't. Here is what is making it hard. When it was my money, BOTH shocks had to be done, when it is Chrysler's it is ok to just do the failed shock. Some people I work with said they really should have not charged the $100 deductible (I can see either way). To bad the Dealer messed up the install scheduling.

So what is your opinion: Do you have to do both shocks as a pair when replacing? Should they have charged the $100?

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  #2  
Old 07-11-2014, 05:40 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Originally Posted by LogicNow View Post
So I thought I would share for others. Maybe get some opinions. Provide an example for those considering a purchase that Chrysler is standing behind their product.

My dealer sells the Chrysler service plan (i.e. oil changes) the gives you 4 oil changes for $80. So I have been getting that contract. While in for an oil change they noticed my left front shock was leaking. Oil change guy said that BOTH front shocks would require replacement, alignment and quoted $740.

Jeep was bought new Feb 2011, this was May/June 2014 and it has about 15K miles, so technically out of warranty for the shock.

Scheduled appointment. On arriving the service agent said the inspections would be done under warranty (was surprised as I was expecting due to appointment they were prepared to just complete the work). That afternoon I get a call from the service agent and he says Chrysler will replace the left front shock with a $100 cost (similar to if I had purchased an extended warranty). Due to the low mileage they recognize this is not a normal failure. They have to order part.

2nd appointment, part is in, leave Jeep at dealer for repair. Return in the evening, nothing was done as they couldn't find the part. Had to bring it back again to finally get fixed.

I should feel better about the whole experience, but just don't. Here is what is making it hard. When it was my money, BOTH shocks had to be done, when it is Chrysler's it is ok to just do the failed shock. Some people I work with said they really should have not charged the $100 deductible (I can see either way). To bad the Dealer messed up the install scheduling.

So what is your opinion: Do you have to do both shocks as a pair when replacing? Should they have charged the $100?
I would have both replaced even if you have to pay for the second one. As far as the 100 dollars its out of warranty so anything less than full price is good right.
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Old 07-11-2014, 05:42 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

When shocks didn't last too long it was common practice to always replace pairs. With the low mileage and the general life expectancy, I would be ok with one.

Since the warranty is a contract and yours was over, you should be thankful for any benefit they gave you. I know everybody always wants more than they are entitled to, and you got that. Be happy
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Old 07-11-2014, 06:16 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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When shocks didn't last too long it was common practice to always replace pairs. With the low mileage and the general life expectancy, I would be ok with one.

Since the warranty is a contract and yours was over, you should be thankful for any benefit they gave you. I know everybody always wants more than they are entitled to, and you got that. Be happy
Actually I was originally impressed that Chrysler offered the replacement and felt the $100 was more than reasonable. I never even asked!

Maybe all the blame goes to the Dealer for souring the experience.
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Old 07-11-2014, 08:15 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

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Actually I was originally impressed that Chrysler offered the replacement and felt the $100 was more than reasonable. I never even asked!

Maybe all the blame goes to the Dealer for souring the experience.
It sounds like some people told you that you shouldn't have to pay anything and it got you thinking about it. That's just the way most people think they shouldn't have to pay for anything.
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Old 07-11-2014, 08:18 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

I completely agree with Bill_de; any time the manufacturer gives you something beyond the contract warranty you should be delighted.

I had a BMW years ago that had a computer logic board failure 2 months out of warranty. $2500 part. BMW covered it no questions asked. My next Bimmer had a drive shaft failure 6 months out of warranty. Don't even know what that cost, but they covered it 100% once again. Then I bought an Infiniti M45. One month out of warranty the leather on my steering wheel literally disintegrated, and their response was "too bad it didn't happen a month earlier". I am a life-long BMW customer, and I will never buy another Infiniti. Good to hear that Jeep similarly stands behind their products.
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Old 07-12-2014, 08:18 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

Wow, can't believe all the Chrysler/Jeep leg-humping in this thread. Sounds like most of you have low expectations when it comes to how car manufacturers/dealerships should treat their customers, especially when it comes to a defective part...out of warranty or not.

A shock with less than 15,000 miles should not leak, period...and the owner should not have had to pay ANYTHING out of pocket. If this had been a Toyota, Honda, BMW for instance, it would have been fixed for free...even out of warranty. I know first hand because I've had to deal with a couple defective part scenarios myself on past vehicles when out of warranty, and those dealerships ALWAYS took care of it for free. To even ask the customer to pay ANYTHING for an obviously defective part (a part that costs only about $65, #68069661AB) is just downright asinine, and Chrysler should be embarrassed for themselves even asking for such a paltry sum from the customer. Does Chrysler stand behind their own parts if they're deemed defective? Does Chrysler even care about repeat customers?

Like I've stated many times on this site, the Chrysler/Jeep dealership network is Chrysler's weakest link, and I bet is a big factor at times which drives customers to other brands of vehicles because of poor service.
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Old 07-12-2014, 09:10 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

A warranty is a contract. I never understand when people want to ignore the contract conditions just so they can get something for nothing. If the bank said, hey we are adding an extra month's payment to your loan, just because we feel like it, I guess that would be ok too!


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Old 07-12-2014, 09:22 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
Wow, can't believe all the Chrysler/Jeep leg-humping in this thread. Sounds like most of you have low expectations when it comes to how car manufacturers/dealerships should treat their customers, especially when it comes to a defective part...out of warranty or not.

A shock with less than 15,000 miles should not leak, period...and the owner should not have had to pay ANYTHING out of pocket. If this had been a Toyota, Honda, BMW for instance, it would have been fixed for free...even out of warranty. I know first hand because I've had to deal with a couple defective part circumstances myself on past vehicles when out of warranty, and the dealerships ALWAYS took care of it for free. To even ask the customer to pay ANYTHING for an obviously defective part is just downright asinine, and Chrysler should be embarrassed for themselves even asking for such a paltry sum from the customer. Does Chrysler even care about repeat customers?

Like I've stated many times on this site, the Chrysler/Jeep dealership network is Chrysler's weakest link, and is a major factor when it comes to driving customers to other brands of vehicles.

It's not a matter of having low expectations... it's having realistic expectations.

No one likes having to deal with problems on a new or used vehicle regardless of what the vehicle cost. But it's a part of life and it happens with all brands.

Some people on this site fail to recognize that their dealer didn't build their vehicle or cause its problems. They will try to correct those problems though. True, some service departments are better than others.

Taking unrealistic expectations or a sour grapes attitude into a dealership doesn't instill any desire on the service department's part to go out of their way to help you. All you end up doing is pissing off the people who are trying to fix your vehicle. That accomplishes nothing.
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Old 07-12-2014, 10:37 AM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

first, I typically have good luck with Jeep dealers covering things for me that I dont expect them to (twisted drive shaft I did off roading)(bad ball joints running 35's etc)

Second, there are 2 parts to the warranty, time AND mileage. low miles and a lot of time doesn't mean the manufacturer should cover parts that are out of the time warranty. If that were the case, the warranty would be mileage alone and not time.

I have a 21 year old Jeep Grand Cherokee with 90,000 miles. When it was 18 years old and had 80,000 miles, the transfer case failed, They should not fail in only 80,000 miles BUT its 18 YEARS OLD. the age being the most likely cause. Things do not last forever, even if they aren't used much.

The $100 is fair for a $65 shock because they have to pay a tech to install it.
Be happy, move on. Im thinking the dealer is more concerned to keep you as a customer than piss you off.
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Old 07-12-2014, 04:35 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

Quote:
Originally Posted by LogicNow View Post
So I thought I would share for others. Maybe get some opinions. Provide an example for those considering a purchase that Chrysler is standing behind their product.

My dealer sells the Chrysler service plan (i.e. oil changes) the gives you 4 oil changes for $80. So I have been getting that contract. While in for an oil change they noticed my left front shock was leaking. Oil change guy said that BOTH front shocks would require replacement, alignment and quoted $740.

Jeep was bought new Feb 2011, this was May/June 2014 and it has about 15K miles, so technically out of warranty for the shock.

Scheduled appointment. On arriving the service agent said the inspections would be done under warranty (was surprised as I was expecting due to appointment they were prepared to just complete the work). That afternoon I get a call from the service agent and he says Chrysler will replace the left front shock with a $100 cost (similar to if I had purchased an extended warranty). Due to the low mileage they recognize this is not a normal failure. They have to order part.

2nd appointment, part is in, leave Jeep at dealer for repair. Return in the evening, nothing was done as they couldn't find the part. Had to bring it back again to finally get fixed.

I should feel better about the whole experience, but just don't. Here is what is making it hard. When it was my money, BOTH shocks had to be done, when it is Chrysler's it is ok to just do the failed shock. Some people I work with said they really should have not charged the $100 deductible (I can see either way). To bad the Dealer messed up the install scheduling.

So what is your opinion: Do you have to do both shocks as a pair when replacing? Should they have charged the $100?
I don't think you should feel bad. First thing, normally the "oil change guy" is just that. Dealers don't pay mechanics to do low margin oil changes. He likely just shot from the hip as shocks are usually changed in pairs. Sounds like the service department went to bat for you with Chrysler once they saw was happening and the low mileage on your Jeep. Sounds like you should be pleased your dealer stepped in on your behalf.
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Old 07-12-2014, 04:44 PM
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Re: Good Chrysler / Dealer Mistake / Not sure how to feel?

Quote:
Originally Posted by GCLimited View Post
Wow, can't believe all the Chrysler/Jeep leg-humping in this thread. Sounds like most of you have low expectations when it comes to how car manufacturers/dealerships should treat their customers, especially when it comes to a defective part...out of warranty or not.

A shock with less than 15,000 miles should not leak, period...and the owner should not have had to pay ANYTHING out of pocket. If this had been a Toyota, Honda, BMW for instance, it would have been fixed for free...even out of warranty. I know first hand because I've had to deal with a couple defective part scenarios myself on past vehicles when out of warranty, and those dealerships ALWAYS took care of it for free. To even ask the customer to pay ANYTHING for an obviously defective part (a part that costs only about $65, #68069661AB) is just downright asinine, and Chrysler should be embarrassed for themselves even asking for such a paltry sum from the customer. Does Chrysler stand behind their own parts if they're deemed defective? Does Chrysler even care about repeat customers?

Like I've stated many times on this site, the Chrysler/Jeep dealership network is Chrysler's weakest link, and I bet is a big factor at times which drives customers to other brands of vehicles because of poor service.
If they cover everything for free as you claim why do they have a warranty period? Just because some customer has to pay for something does not mean they are receiving poor service.
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