So Called Customer Care!

[Herb Jenssen]

For those of you who have read my concerns on the Performance forum you will know what I'm refering to. Those of you who haven't please read it.
I am going to paste a e-mail I sent to a Senior Staff Member.
It's the only way you can talk to any supervisor.
After a day of frustration I called the service department where I purchased the Magnum. I was told by the salesperson he spoke with service but this guy didn't know about any of it.
It didn't take me long to take this guy off my Christmas card list.
Here is what he told me when I told him my story: "I don't think Dodge ever tested the Magnum against a 99 Cadillac"!!!!! Can you believe That??
Anyway, I have an appointment tomorrow with a local "5 star" dealer to make sure everything on the Magnum is up to specs. I'll keep everyone informed.
By the way, I received a $1000.00 rebate off the sticker price because I financed the Magnum with Chrysler finance. I mention that because of some of the posts I've read on this forum.
The first e-mail is in response to my first concern. (see performance forum)
*****AUTOMATED RESPONSE - DO NOT REPLY TO THIS ADDRESS *****

Thank you for your email inquiry. Your question has been sent to the DaimlerChrysler Customer Assistance Center in order to provide the best answer for your Chrysler, Dodge, or Jeep question. Every effort will be made to respond to your email within 3 (Three) business days.

While waiting for our response, feel free to visit our brand web sites at http://www.chrysler.com, http://www.dodge.com or http://www.jeep.com.
These sites may provide the information you have requested.

NOTE: This is an automatically generated response. Our system is NOT able to accept email at this address. Please do not use the 'Reply'
function of your email.

If this matter is urgent, please call us at 800.992.1997 (8:00 a.m. to 5:00 p.m., Monday thru Friday).

For ALL future communications (related to this email), please refer to the following information:

REFERENCE NUMBER: 12336419

I received the following e-mail after my experience on the 800 # of Customer Assistance:

Dear Herb:

Thank you for your email to DaimlerChrysler regarding concerns with your
2005 Dodge Magnum.

Our records show that you have contacted us by telephone and we have documented your concern. We have updated your file to reflect the latest information you provided in the email message.

Thank you again for your email.

NOTE: Please do not use the 'Reply' function of your email system. If you have a need to respond to this message, please visit us at our reply form (link provided below). Our system is NOT able to accept any emails at this address.

For any future communications related to this email, please refer to the following information:
REFERENCE NUMBER: 12336419
REPLY LINK: http://www.chrysler.com/wccsapp/wccs/brand_forms/us/reply.jsp?trk_ID=KMM1423966C0KM&

Sincerely,

Lynn Dilley
Senior Staff Representative
DaimlerChrysler Customer Assistance Center


Original Message Follows:
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Form Selected:
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Category: US Customer Service
Brief Description:
------------------
Poor Performance!!!!
Comments:
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I just purchase your so called performance Dodge Magnum RT yesterday
evening.
To say the least, I am not impressed!!
On the way to pick up the
Dodge, I was in a 99 Cadillac DeVille and my wife was in our trade in, a
2002 Chrysler 300M special (V6)
We both hit it at 50mph and the 300 pulled
ahead of the Caddy.
On the way home my wife was driving the Magnum and we
did the same thing.
I was waiting for the Magnum to pull away from the
Caddy without a problem. NOT!! It could not pull ahead of the
Caddy!!!
Where the hell is all this performance??
To say I'm upset is an
understatement!!!
Since it was 10 PM when I left the dealer I could not
get ahold of anyone but I did this morning.
I spoke with Mike Patterson
and he could not understand it either.
He said he would talk to his
manager and get back to me.
They did, and all they could say is it needs
to get broken in. PLEASE!!
This Magnum has adds on TV and many magazines
shows it doing 0 to 60 in about the low 6 second range.
The one I have
just BARELY breaks the 8 second range.
I don't want to hear it's a done
deal when I asked what the dealer is going to do about it.
This is not
what I call customer service.
In Louisiana you have 72 hrs to decide you
don't want a large dollar purchase.
This is Memorial day weekend so I
can't talk to your office until Tuesday.
You can be sure you will be
hearing from me.
I expect to get a satisfactory resolution to this under
powered Magnum.
Thank You
Herb Jenssen


Sender Information:
-------------------
Title: Mr.
First Name: Herb
Middle Initial: J
Last Name: Jenssen
I didn't realize my letter was attached so you really don't need to go to the performance forum after all.

The next is my response to the above E-mail:
To:Lynn Dilley
Senior Staff Representative
DaimlerChrysler Customer Assistance Center
Reference # 12336419

Dear Lynn,
Your right, I did call but I didn't get any customer assistance.
Well, I take that back. I spoke with a person named Willy that was very nice.
unfortunately, the twenty minutes I spoke with him was for naught because it wasn't filed.
Angela told me the file #,12348963 was invalid.
The person I spoke with at 08:55 was named Emily. She promptly hung up on me when I said I can't believe I can't talk to someone in a technical position!!
Willy used to be a technician and was going to ask about my concern as far as performance with the 05 Dodge Magnum RT I just purchased.
The problem was he never mentioned how he was going to relay that information to me.
Willy also told me he would have a supervisor return my call about Emily and asked for my phone number.
When 12:30 rolled around without a call from a supervisor I called again.

This is when I got the lovely Angela
who informed me there wasn't any info except my E-mail that you referenced in your reply.
Angela told me she never heard of Willy because there are hundreds of operators taking calls but she would file a complaint on Emily.
When I asked how she was going to find Emily when she couldn't find Willy she stated she had a directory.
I then asked if she could give me Willys extension or number.
She said no but, she would answer my question.
I said OK, what did Willy do with my Info? She didn't know! Bingo!!
Anyway, she informed me that I could not speak with a supervisor because they were for administrative problems only.
I think you see where I'm going with this. Why did Willy tell me a supervisor was going to call me?
Angela also informed me that I was speaking to the highest authority at Dodge that a customer could speak with. I found this very hard to believe, thanked her and hung up.
I called another 800 number I got from information and wound up right back at the same friendly place.
This time I spoke with a person named Beth.
Beth was a real customer PR person.
I asked if there was a dealer rep. in my area that I could speak to and was told No. Talk to your dealer.
I told her I did and was not satisfied with the answer.
I informed her that General Motors and Ford had one why don’t Dodge and she hung up on me.
I've never been so frustrated before!
This is by far the worst customer service I have ever received!!
This is the second new Chrysler product I have purchased in the last three years and if I don't hear from someone in the next 24 hrs you can bet it's going to be my last!!!
My phone #'s are as follows: Home=504-834-9206 Cell=504-722-3295
Thank You
Herb Jenssen
This is her response:
Dear Herb:

Thank you for your reply.

As advised, we are unable to diagnose the situation you have outlined in your email and telephone calls. There are too many variables involved and a detailed inspection of your vehicle will be required for proper diagnosis. We recommend that you contact your authorized DaimlerChrysler dealership for an appointment for proper diagnosis and repair.

DaimlerChrysler dealerships have the factory training, equipment and information available to them to diagnose and correct problems with DaimlerChrysler Motors Corporation vehicles. Should your dealer require factory assistance, it is available through our regional Business Center.

Seek out the DaimlerChrysler dealerships that are known for excellence in customer service - our Five Star dealers. Visit www.fivestar.com, or call 1-800-677-5STAR.

Or you may want to look for online technical support at www.techauthority.daimlerchrysler.com

Thank you again for your email.

NOTE: Please do not use the 'Reply' function of your email system. If you have a need to respond to this message, please visit us at our reply form (link provided below). Our system is NOT able to accept any emails at this address.

For any future communications related to this email, please refer to the following information:
REFERENCE NUMBER: 12336419
REPLY LINK: http://www.chrysler.com/wccsapp/wccs/brand_forms/us/reply.jsp?trk_ID=KMM1425349C0KM&

Sincerely,

Lynn Dilley
Senior Staff Representative
DaimlerChrysler Customer Assistance Center


I then sent Lynn an E-mail thanking her for the 5 star and other info but I told her I was curious why she didn't address the hang ups and rude people I experienced at Customer Assistance.
The following is her reply:
Dear Herb:

We appreciate your bringing this matter to our attention. Information received from customers better enables us to evaluate our service activities. Your concern will be retained in our corporate file.

Thank you again for your email.

NOTE: Please do not use the 'Reply' function of your email system. If you have a need to respond to this message, please visit us at our reply form (link provided below). Our system is NOT able to accept any emails at this address.

For any future communications related to this email, please refer to the following information:
REFERENCE NUMBER: 12336419
REPLY LINK: http://www.chrysler.com/wccsapp/wccs/brand_forms/us/reply.jsp?trk_ID=KMM1425524C0KM&


Sincerely,

Lynn Dilley
Senior Staff Representative
DaimlerChrysler Customer Assistance Center


Original Message Follows:
------------------------
Reply Comments:
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Lynn,
Thanks for the prompt reply but I'm curious why you didn't address
the hang ups and rudeness I received at your Customer Assistance.
Thanks
Herb Jenssen

So there you have it Ladies and Gentlemen.
I didn't mean to bore you with this lengthy post.
I just wanted to prepare you if you have to call Customer Assistance.
The lesson here is get to have a good relationship with your 5 star service person.

[hemibass]

dam that would drive me crazy so what are they going to do for you ??

chuck

[Herb Jenssen]

I'm not sure. I had an appointment at a "5 Star" dealer this morning but I cancelled because of heavy rain(I didn't want to get it dirty) 8>)

I rescheduled for tomorrow.
Later
Herb

[Shanes66]

Herb,

Not defending Chrysler, and NOT attacking you... but did you test drive the car first? Just curious....

Shane

[Herb Jenssen]

Yes, I did test drive it and to be honest it just felt ok but I had three people in it.
I found out a long time ago that numbers don't lie and your feel will betray you.
Example, when I was a teenager a friend had a 54 ford coupe with a 312 merc in it. It really felt fast. It could light up the tires from a dead stop in "2nd" gear until you let off.
My other friend had a 57 Chevy with a 348 and tri-power.
I rode in both cars and there was no doubt who was going to win the race that I was about to witness with just the drivers in each car.
It was the Ford! WRONG!! The Chevy won! I was amazed. The ford driver had enough sense not to let it go up in smoke off the line.

It just made me a believer that you can't tell just by how it feels!
Later
Herb
P.S. It really doesn't matter who's right or wrong. My point is when your job is dealing with customers you don't talk rude to them or Hang up the phone!

[deniss]

yes, this is nuts. makes me scared to make a big purchase... but come to think of it, I think pretty much all car companies are scum when it comes to dealing with customers... I heard complaints of the similar sort regarding saab, volvo, land rover, bmw, gm, etc. this isn't surprising. i agree that it's sad, but from my previous experience with customer service of various companies, don't expect a resolution, Herb.

[Shanes66]

Oh I agree, customer service is very important. If i don't like the way a place treats me, I do not return.

[deniss]

Shane, I share your sentiments, but if I went with this philosophy, I think I'd never buy a car. :D I think all us Chrysler/Dodge owners/enthusiasts know that Chrysler is useless when it comes to customer service and problems, so what Herb told us comes as no surprise to me. Yet, here we are. I've been a Dodge owner for over 10 years now and have been happy with the product but on a few encounters with Chrysler corp, I gave up on them being useful in any kinds of problem resolutions. I think many people subscribe to this.

[Shanes66]

"Shane, I share your sentiments, but if I went with this philosophy, I think I'd never buy a car."

That's why I am glad there's more than one Mcdonalds.... :D
If one pisses me off I can go to another for my nuggets.... :D

[mopar fan]

Sorry Herb,but you just sent a message to that dealer saying that you're not that concerned, because it's raining outside and you can't bring it in!

[rampower]

Sorry Herb,but you just sent a message to that dealer saying that you're not that concerned, because it's raining outside and you can't bring it in!

I would have to agree. If I had paid 30,000 + for a vehicle that I was not happy with, I would be waiting at the dealers lot first thing in the morning. If you want results you have to be willing to do what is necessary. I dont mean to be judgmental but I believe you are saying one thing and doing another. Dont give Dodge any reason to say that you are not showing the effort. You mentioned that you have 72 hours to return the vehicle. If things are already going downhill, why not just return the vehicle? No matter what, you need to feel happy with your purchase.

[Cal Jeff]

Herb,

I have learned a few things in dealing with customer services problems and the telephone company. Get a hold of a non toll free number for Dodge in Auburn Hills Michigan. Start with public relations or marketing or even engineering. Once you get someone's name keep good notes and try dialing around their direct number just use different extensions. I did this with a telephone company and wound up with their in house lawyer. You cannot believe how fast I got things fixed by checking in with him everyday.

Another good technique is to make a couple of big signs and attach them to the car and park it in fromt of the dealer ship. Nothing will get their attention faster then some one advestising how poorly this dealer treats those who have already spent thousands of dollars.


Good luck

[Reddrum]

Herb

Do what you have to do to get satisfaction but don't let those ***holes drive you crazy. Hopefully it will turn out to be something minor that's easily fixed and you can start enjoying that car. If your 0-60 tests were accurate then there's gotta be something wrong, maybe MDS or ESP is holding back the power.

I hope this story has a happy ending.

[deniss]

Cal Jeff is right on. Once I was dealing with Penske truck leasing because they gave me a truck that broke down once and was underpowered the rest of the way, and I got them to refund me 30% of the original fee, which was fair enough. What did I do? I wrote the nastiest letter describing in detail the experiences I had to go through to try to keep my move on schedule and drive cross-country. I sent the letter to their corporate offices, addressed to one of their highest ranking employees. Sure enough, in a week or two, I got a call. Letters work. Putting things in writing works. You always get a response when you write letters and write them as high up as possible and keep all copies of the correspondence.

[Rockadile]

I find it highly unlikely that D-C would do anything about this. There are not hard and fast numbers, just a set of the pants feel. My 99 Caddy beats me is not enough. Look how long it took 99 Mustang Cobra owners to get Ford to do something about the misreported horespower numbers (and this was with a lot of dyno numbers to back them up).

[flhthemi]

Shane, I share your sentiments, but if I went with this philosophy, I think I'd never buy a car. :D I think all us Chrysler/Dodge owners/enthusiasts know that Chrysler is useless when it comes to customer service and problems, so what Herb told us comes as no surprise to me. Yet, here we are. I've been a Dodge owner for over 10 years now and have been happy with the product but on a few encounters with Chrysler corp, I gave up on them being useful in any kinds of problem resolutions. I think many people subscribe to this.Um humm... what he said.

I had real problems with Chrysler/Dodge in 1998 with my 1996 Ram. I even put 3" white letters on the back window of the truck cap (tinted black) that said WALDORF DODGE SUCKS and spent a LOT of friday afternoons driving past that dealership and being interviewed by potential customers while I was parked across the street. Did it make ONE bit O'difference to them? Nope...still had the same rude bi*#h writing service orders next time I went back.

Sent a letter to customer c*$tz and those ladies sent one to Waldorf Dodge along with the photos I sent Dodge of my back window. Then WALDORF DODGE cared...a little tiny bit. They just wanted the letters taken off my cap window. They couldn't have cared less about what my issue with them was. Which was a rude service writer that got snotty with me one monday morning when I went in for service on the brakes.

Find a way to make big waves and you'll get attention....might not be the kind of attention you want but you'll get some.

Try "THIS RT SUCKS" on your back and side windows and park in front of the show room while you talk to them about the problem.

[vipergts2]

I am so glad I have a good dealer. Stew Hansen Dodge City in DesMoines IA. Any time I have had a Problem they have worked with me to fix it, and every time it has been right the first time, even when the service writer could not feel or here a problem the techs would take care of it. I've been going there for 13 years with no regrets.
I sure hope you get your problems taken care of and find a good dealer.
(I drive 35 miles when I could drive 2 to our local dealer.)

[MattRobertson]

If I read correctly, you have a Magnum that isn't able to go 0-60 in less than 8 seconds? Its an R/T, right? I don't think I've seen that mentioned above and you don't have a profile. 0-60 in the eights would be right for a 6-cylinder SXT. For an R/T many of us have been getting times in the low fives.

There's no sign of that other thread in Magnum Performance Talk. Link?