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Jeep Dodge Chrysler Techs! Please help!

JEEPFREEK1

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Aug 27, 2006
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344
Location
Redmond, WA
So, my wife and I recently (10/25/08) a 2005 Jeep Grand Cherokee limited w 5.7L hemi for our daily driver.

We purchased the vehicle from a JEEP dealership and because the mileage was so low (27,500) we were able to qualify for the Chrysler Maximum Care Service Contract (the Chrysler "Top-of-the-line factory extended "warranty").

I recently noticed a couple issues with the vehicle regarding the computer programming for the HVAC system and the transmission control module. All of the symptoms have been addressed by Chrysler as a TSB.

The maximum care service contract that I have implicitly covers the systems that have the software "glitch".

However, when I took it to the dealer, they were not able to perform the TSB's under my service contract (Service contract doesn't cover TSB's?).

TSB's (Technical Service Bulletins) are not stated in the service plan provisions that they AREN'T covered specifically. In fact, no mention of any clause relating to TSB's exists in the policy. Neither positively stating that it isn't covered, nor explicitly stating that it IS covered.

WTF? it would take a tech like 60-90 minutes to do the computer "flashes" that are required by the TSB. But I've called Chrysler's service contract # and went round and round with them.

I just don't get it. To me, the logic is simple. If the system as a whole is covered (HVAC system is covered by contract), then shouldn't the individual components and computer programming that MAKE UP that system be covered?

Heck, my $100 deductible would cover most of the labor cost for the TSB's I'm seeking. No parts would be necessary.

However, I asked the chrysler contract reps if the system didn't work AT ALL, would the parts be covered. The answer was YES.

?????

They won't correct the issue via a TSB (cheap for them), but they would cover the system if it was not working at all (spendy for them).

All I know is that for a company that is on the rocks, in an INDUSTRY that is on the rocks, you would think they'd be interested in taking care of a returning and loyal customer (who now owns 3 Jeep vehicles).

So, here it is.. my service contract deductible is 100 per visit. I'd like to have as many missing/needed TSB's flashed/performed at the same time.

What dealership is willing to stand behind what they sell and take care of me?

I just sank myself into a loan on this vehicle, and i would hope that Jeep/Chrysler would stand behind their products. I purchased a very nice vehicle with low mileage and bought the high-end warranty to keep it running like new.

My feeling is that agreeing to pay my deductible is standing by my part of the deal. Why aren't they standing by their part? A little courtesy would go a long way. At this point, I'm sure there is room for a dealership to be willing to go to bat for a guy to earn a repeat customer.

If the dealership's tech department can tell the chrysler contract people that the requested service is justifiable, then it should be covered.

If not, anyone have a Chrysler starscan tool and want to make $100 on the side?

Please message me back!

Thanks!
 
i think the problem is the dealers are so broke they dont want to spend a dime... notice at night now most dealers even shut the lights off. does anyone remember when the economy got bad in the early 80,s or so and boeing had the stickers,and banners that said last one out shut off the lights! well its back the economy is gone,and consumers have to be very careful on what they buy and how they buy things.
i also am going rounds with a car dealer who wont warrenty the work they did..i also bought into the warrenty crap. good luck!!
fawking sucks!!!! once they get their money from the bank we the consumer can kiss off...
 
That's too bad---sorry to hear about that: I've heard quite a few non-positive things about our Chrysler dealer within the last 12 months or so (since they sold), techs aren't happy, parts guys aren't happy, sales guys aren't happy---must be a helluva place to work!
All I can say is I'm glad I'm on the independant side of things...
 
Call the attorney General and have them call the dealership. I had a similar go round with Toyota of Puyallup a few years back and one day after the attorney general called them my issues were resolved.
 
Call the Attorney General and have them call the dealership. I had a similar go round with Toyota of Puyallup a few years back and one day after the attorney general called them my issues were resolved.

Don't do this.

A Technical Service Bulletin is not a 'failure of a covered component', and as such, will not be covered by any warranty. Occassionally, the manufacturer will do these 'upgrades' for free, but traditionally only if they are Safety or Emissions related.

What you SHOULD do is find a different dealer, and establish a relationship. Then initiate a 'warrantee' repair for a covered component that will also allow them to do the TSB at the same time. '

For example, say "my transmission doesn't feel like it's shifting right, can you take a look at it" or whatever. Then present you warranty. (Hopefully, you got a zero deductable)

IF you have no success, you can PM me and I'll walk you thru how to force a dealer to fix your car, but it's a PITA for you.

edit - just re-read you post, and saw the $100 deduct.

Have you called the General Sales Manager at the dealer you bought it from? Might just buzz him and explain your circumstances. Remember, you'll catch more flies with honey than vinegar. It doesn't cost the dealer that much to goodwill this upgrade. There's no parts involved. Just the actual labor of the tech/mechanic doing the re-flash, and they probably pay him/her less than $30/hr. So the whole goodwill really will only cost the dealer like $30 (actual cost - not 'shop' time)
 
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well, this is actually more of a problem with Chrysler's interpretation of what the "SERVICE CONTRACT" is and how it should be handled. Chrysler has a 3rd party field the phone calls from the customers, but they aren't technical by any means and do not understand that the software required to run the particular system is REQUIRED. Without the software, the hardware that it controls is useless.

I did talk to the Head Service Manager at this dealership and he stepped up to the plate to take care of me. i'd rather go through the dealer closest to me for convenience sake, even though I purchased the vehicle at a different dealer.

IMHO, Jeep is JEEP. WHERE I choose to take my vehicle for work that is covered under the service contract is arbitrary.

the whole "chasing the tail" situation about TSB's and who is covering them is infuriating.

I could understand chrysler not wanting to own up if I was asking for TSB work to be done that I DIDN'T need. That isn't the case.

But, regardless, I've obviously got the service manager's attention at this dealership and he's bending over a bit to ease the chaffing my arse got yesterday. he was very understanding and completely agreed with how ridiculous the catch 22's are with this type of issue.

The rig will have the TSB's done tomorrow, and he gave me a service loaner for the day for free.

:D

Thank you Tom Matson Jeep in Auburn! (Formally Roberts Jeep).
 
I am currently the Business Manager at a Dodge, Chrysler, Jeep dealership(started as a tech then became a service advisor) so I am glad that you are being taken care of.
First thing I want to point out is as was stated above a "TSB" is not a recall or other mandatory repair. It is simply a "tool" for the techs to use in repairing your vehicle "if" it is having a problem. That being said, if I were the service advisor helping you I would have reworded the customer complaint on the RO to make sure I could justify performing said TSB.
Second thing, did I see you said you are having the repairs done at your local dealer, but that is not where you purchased the vehicle? Dealerships may be held to some accountability by their franchise but they are independently owned. We are a smaller store in a small community. When a local person comes in for warranty work in a vehicle they bought out of town we sure as hell don't bend over backwards for them. They didn't "support" us by buying local so why should we "support" them after the fact?
 

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