I bought my Chrysler 300c brand new in 2013. At the end of my 3 year warranty I noticed that the steering wheel leather started to fall apart. There were two patches like this one
at the top of the steering wheel. As the top part of the steering wheel is very rarely touched, I think the problem is caused by the strong summer sun in Australia.
The steering wheel was inspected by the Knox Chrysler Dealership service on 11/4/2016 and the following comment was written in the tax invoice:
After the inspection I noticed that the two initial patches had been merged in one big patch:
It looked like the service guy could have intentionally opened the tearing leather patches to make it more obvious for the warranty claim. When I picked the car after the inspection, I was promised a call within a week to follow up. I never received the promised call. Two weeks later (26/4/2016) I called the Knox Chrysler Service to ask for an update. The receptionist forwarded me to the service department but no one answered the call. The receptionist offered a call back and took my mobile number, name and car registration number. Again, no one called after that.
On 28/4/2016 I contacted Knox Chrysler Service on their website via the “Live Chat”. The guy I spoke to was very polite and promised that the Service manager will contact me to follow up the case. He asked if I wished to be contacted via email or mobile. I provided both. Once again no one has contacted me.
On 2/5/2016 I contacted Knox Chrysler Service via the “Live Chat” for a second time. Once again I was promised the Service manager to call me back. No one contacted me.
After being ignored four times by Knox Chrysler Dealership service, I decided to ask Chrysler Care for help.
I found this document on FCA website describing the Complaints Handling System:
I followed the rules and I sent an email to firstname.lastname@example.org
on 9/5/2016 describing the situation. I received a quick automatic reply from AU Customer Care Group confirming the receipt of my email.
I waited for 14 days as instructed but no one contacted me.
Then I called FCA's Customer Care Assistance Centre by telephone 1300 133 079 on 23/5/2016. While on call-wait I was informed that the phone conversation will be recorded for quality purpose. I spoke to a phone operator and explained my problem. He was very apologetic and promised that my case will be handled with a priority. I asked for a call reference number, but I was told that they don’t use them. Today it is two weeks after the call and no one has followed the case and been in contact with me.
I would like to ask the guys on the forum for their experience with warranty claims. Also asking for an advice on how to proceed next.
Thanks and regards,