Weasely dealers

[jake0526]

I have to wonder, after my experience yesterday, if all car dealers are genetically programmed to try to weasel out of the simplest request.

Yesterday, I went to my dealer, Bob Hoss (I know) Dodge in Kansas City, Kansas and asked that they rotate the tires and open the a/c drain which I didn't think was working. Also, I wanted them to address the squeaky drivers seat I knew there was a TSB for, and I'd like to have them flash the computer for the latest performance upgrades. I didn't think these were unreasonable requests. Apparently I was wrong.

The guy in service, I wish I knew his name I'd post it here. Asked what was wrong with the car, I told him nothing but if there was a flash that would improve the performance, no matter how little, I'd like to have it done.

I got a brief lecture about how TSB's are for particular cars and if my VIN wasn't in that run they couldn't do anything. In retrospect it semed like I'd arrived knowing a language they considered their own territory and I was not allowed to speak it.

I wound up with the service guy and the delaership owner having a ridiculous discussion about who said what, and suddenly it occurred to me what was wrong. This guy has absolutely no concept what customer service is.

All he had to do was listen to my requests, take the car in the shop and call me out in fifteen minutes or so and explain that he'd ran the VIN and the car was or was not in the run for the TSB"s I'd mentioned and they would or would not do them. That would have been all it would have taken. Instead I was accused of having an "attitude" and saying things I'm sure I never said.

They couldn't fix the squeaky seat until they got the parts, which will be a few days, and the tires were rotated and the a/c drain was cleaned. The flashes were never mentioned again.

The fact of the matter is that this dealer has lost a customer, not only for themselves, but for Chrysler as well. I learned long ago that the most effective way to express my opinion is to do it with my dollar and from now on I will spend mine at another dealer, and with another car company. And I'll share this unfortunate experience with as many people as will listen.

[289C4x67]

I'm sorry you had troubles. But the fact of the matter is that performing TSB's costs dealerships time that could be spent on paying customers. Yes, DCX reimburses for TSBs under warranty, but that doesn't make up for lost time.

So, most dealers will not perform a TSB - even if it applies to your car - unless you complain about the particular problem covered by that TSB. Your best bet is to take the car to (at this point another dealer) and tell them that the car is sluggish from a stop. They will then apply that performance TSB.

Yes, I know this is not right. But that's the way they auto dealership world works these days - and it's not just DCX doing this, it's pretty much any brand.


Steve

[Prop1]

Well, I have to disagree. My dealer has performed TSBs without me asking, and the ones that I requested to be done have been done without question.

Jake, your beef is with a [STUPID] dealer that doesn't understand that a satisfied customer means more business. To blame Chrysler for your dealer's shortcomings, is like blaming Budweiser when the corner tavern wouldn't serve you a Bud, cause you were too drunk.

I suggest you file a complaint with Chrysler about this dealer. It would make more sense than bashing Chrysler for something they know nothing about. Chrysler doesn't want dealers giving them bad reputation.

[bigtsr]

Dealers no matter what car they sell are all liable to be rated
on a scale of 1 to 10.
What you must remember that with the low end of the scale
you sometimes have to be devious in your scheme to get the
things want to accomplish done.
I don't know if your a saint or a sinner but sometimes you
must complain of the exact symptoms/problems described
as criteria for the TSB being done.
In other words you may have tell a little white lie to
acomplish your objective,for if your not having a problem
why do want it done.

[dcjredline]

MANY people here have had the SAME experience dont feel alone. Find another dealer and see if they will take CARE of theyre customer.

[jake0526]

Well I heard from Chrysler today. Essentially they said, "Gee, that's a shame. Take it up with the dealer who just treated you badly cause we don't own the dealership."

I also heard from the dealer. I'm getting my seat fixed Monday, then I'm off to find a dealer who will do the things I ask them to do. Or at least give me a good reason why not instead of telling me I have an attitude. Which I guess I do have now. Oh well.

They told me the other day that they didn't think the A/C drain needed cleaning since it was draining already, but they blew it out anyway. I can tell you they did for sure since I was sitting yesterday for about ten minutes with the A/C running and there was a HUGE puddle under the car when I got out. That's the first time that ever happened. I guess maybe I do know what I'm talking about.

Thanks for all your replies. I'll go tell little white lies wherever necessary to get what I'm after. I'll let you know what success or failures I have along the way.

Jake