Unprofessional/Poor Customer Service
HARVEY, LOUISIANA -- Chrysler Customer Service 10JAN09
To Whom It May Concern:
I am writing this as a dissatisfied customer. I am dissatisfied with the local Dodge Dealership Service Department, your customer service office (outsourced to India), and your warranty service office (also outsourced to India).
I am the original owner of a 2004 Dodge Ram. My story is as follows:
On December 18th, 2008, I heard the front U-joint going bad. I called the local Dodge dealership, Ray Brandt Dodge in Harvey Louisiana, and spoke with ‘Will,’ who said that he was the assistant manager of the service department. I explained that the front U-joint was going bad and asked if I could bring the truck by for him to take a look at it. ‘Will’ said that he could not schedule a time for me to bring the truck buy before January 05th, 2009. I asked if the possibility of the U-joint going bad and having the drive shaft fall off wasn’t some kind of exigent circumstance that would allow me to be moved up for scheduling. He said only a seat belt problem was considered an emergency. I asked ‘Will’ if the U-joint was covered under my warranty. He said that he would not look into that issue until I brought the truck by on January 5th.
I read through the owner’s manual and found that, if I was reading the warranty correctly, the U-joint was covered as part of the power train. I called the warranty number in the manual to confirm what I was reading. Apparently you outsource your warranty department to India. The man that answered the call could speak English only marginally but understood what I was saying. He said that the U-joint was NOT covered under my warranty. I read what was written in the owner’s manual about the power train to the man but he again said adamantly that the U-joint was not covered.
At this point I asked to speak to a supervisor. The man’s communication skills were decreasing rapidly and I believe it is because he wanted me to just go away. He placed me on hold for an extremely long period of time before a man claiming to be a supervisor came on the line. After explaining the situation to the supervisor, the supervisor said the U-joint was not part of the power train and therefore not covered under the warranty. I read from the owner’s manual that the U-joint was listed as part of the power train and was listed as being covered by the warranty. The supervisor put me on hold for an unreasonably long period of time, again I believe that this was a ploy to get me to just hang up and go away. The supervisor eventually came back on the line a said that the U-joint was a part of the power train and was covered under the warranty.
By this time I am perturbed. I called the customer service number to inquire if such treatment by Chrysler personnel was acceptable. Again, apparently you outsource your customer department to India. I spoke with another man with only marginally effective English speaking skills. He told me that the ONLY method to file a complaint about anything was to call the local dealer, obtain the name and contact number for the ‘District Manager,’ and make my complaint known to the District Manager.
I called back to Ray Brandt Dodge and the only person to whom that answering assistant would forward my call was the assistant service manager, ‘Will.’ Even after I explained what the customer service department told me was the proper method to lodge a complaint Will refused to provide me with the name and contact number for the District Director. Will said to call the customer service number, which he gave to me. I told him that the number he just gave me was the number that I had just called, the number to India where they told me to call him, Will, in order to lodge my complaint with the District Manager. He laughed when I told him the customer service was outsourced to India and said, “That explains it.” He added that the only ‘emergency’ repairs were for seatbelts and transmissions. (I don’t know if I understand the part about transmissions)
This type of unprofessional conduct by and treatment of customers at the local and corporate level is unacceptable. I was not happy with the local dealer saying he could not even look at an extremely unsafe mechanical problem for almost three weeks. I was not happy with the warranty department, the ‘experts,’ repeatedly telling me that the part was not covered by the warranty, apparently without even checking anything, anywhere; with their complete willingness to try to stall so I will just give up, hang up, and go away. I was not happy with the customer service department telling me to complain through the local dealer and the local dealer telling me to complain through customer service, leaving me no avenue to forward my complaint.
Do you find this conduct/performance acceptable?
A U-joint failure can be an extremely dangerous occurrence. Because of the severity of the problem I went to a general mechanic in my area and paid $229 for him to repair the U-joint that same day. The mechanic confirmed my belief that a U-joint failure can be dangerous. He recited instances where U-joint failures caused wrecks and drive shafts to penetrate into the interior of the vehicle, etc.
Sir, you are failing to provide service at the local or corporate level that a professional organization would provide if they were serious about competing in today’s market. I am hard pressed to say anything good about or purchase a Chrysler product after this incident.
I would like you to response to my letter.