Re: Daimler/Chrysler warranty issues...


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Posted by Eric T. on Monday, January 27, 2003 at 2:10PM :

In Reply to: Daimler/Chrysler warranty issues... posted by Gordon Maney on Monday, January 27, 2003 at 1:16PM :

Gordon,
There is a lot of good reading at http://www.allpar.com on dealing with issues with dealerships. I would make sure that you take a look at all of the information there as a start and post what your problem is with the truck. Somebody might be able to help in that way. Here is an excerpt wth a step-by-step guide on working out these type of issues.
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Even if you are in an adversarial relationship, act in a friendly, nonthreatening, non-angry, non-adversarial manner -- but don't take "no" for an answer.

When you have a problem:

Try to resolve it through discussion with the service advisor.
If needed, ask to speak with the service manager.
The next step is to call Chrysler at 800-992-1997, from a pay phone if you have to. Often, work suddenly becomes free or your car gets fixed days or weeks ahead of time.
If your dealer keeps fixing the same thing over and over again, get another dealer, or ask the service manager to escalate the problem (as mentioned earlier).
If your dealer treats you badly, lies to you, etc., get another dealer. Dodge, Chrysler-Plymouth, and Eagle dealers are interchangeable when both have a version of the same car (e.g. Intrepid/Vision/Concord, Neon/Neon, Sebring/Avenger, Cirrus/Stratus).
If you have a continuing problem, speak to the people at your zone office (in your owner's manual). Be polite but assertive. Do not threaten them. If they still don't fix the car, politely begin to negotiate.
If you are still having the same problem despite several attempts at repairs, read your lemon law guide (in your glove compartment). File an official lemon law complaint with your state if possible. This will get Chrysler's attention and help your negotiation along, but chances are your problem is not serious enough to merit a legally imposed solution.
Important: File any lemon law complaints while you can! In New Jersey, for example, this is the first 18,000 miles - there is also a time limit!

You can also try going through the Customer Arbitration Board.
If all else fails, look through your Yellow Pages to find a lawyer *specializing* in lemon law problems. A good specialist lawyer will probably cheaply negotiate your way to a good settlement. If negotiation is not their first move, they are not the right lawyer. Negotiation yields better settlements than the courts, IMHO.
West's Causes of Acction, Volume 11, contains tutorials and sample complaints for suing auto companies. Blashfield's Automobile Law contains information on car-related lawsuits. Nolo Press more information and publications.
Your chances of getting cash are slim. They will probably buy back your car, giving you credit towards another instead of cash. You will probably not get all of your money back (even as a credit). Most states impose a penalty on each mile of use before the first lemon-type complaint.

If all else fails, or if there is an emergency or a serious issue which cannot be resolved through normal channels, call the state department of consumer affairs immediately. If they are unresponsive, or if the dealer has done something truly offensive, call the state Attorney General's Office. Do not be afraid to call your Congressman; many will help out to get your vote. If the State helps you to get justice, think about it during the next election - would you rather have "no big government interference with business" or "customer protection?"


Good luck.
Eric



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