Steering wheel leather tearing off, the Knox Chrysler dealership and Chrysler Care - Chrysler 300C Forum: 300C & SRT8 Forums
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post #1 of 31 (permalink) Old 06-06-2016, 06:10 AM Thread Starter
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Steering wheel leather tearing off, the Knox Chrysler dealership and Chrysler Care

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:

http://www.fiatchrysler.com.au/FCA%2...g%20System.pdf

I followed the rules and I sent an email to aucustomercare@fcagroup.com 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,
Vlad
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post #2 of 31 (permalink) Old 06-06-2016, 06:35 AM
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Chrysler Australia have learned nothing. Stop being nice, there's no point. Get into them, remember the noisy wheel gets the oil. At the same time contact Fair Trading (or whoever that is in Vic) and make a complaint, don't threaten it, do it. Do it at the same time you're continuing to call them.

The monkey at the end of the phone at Chrysler Customer Care apologising and promising you the earth is a highly skilled bullshit artist who is expert at making you feel like you're actually achieving something.

Depressing ain't it.
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post #3 of 31 (permalink) Old 06-06-2016, 09:52 AM
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Very realistic post.Until you get this resolved,get a cheap steering wheel cover
from your local auto store.Just a suggestion. Good luck.

If you are taking the power out;you are putting the fuel in.There is no free lunch.
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post #4 of 31 (permalink) Old 06-06-2016, 10:12 PM
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You know the Chrysler product is a great bit of kit,
But man does their customer service really let them down.
And the problem is you got no where to turn for instant response. Ok the actual work might take couple of days.
But all your asking for is common courtesy. I'm yet to hear of any Chrysler dealer that has that...
All the dealer principals need a slap over the head, for employing people that don't give a shit..
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post #5 of 31 (permalink) Old 06-06-2016, 10:33 PM
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Well.... I'm shocked and gobsmacked. lol. Just got a call from Chrysler. Might be 6 days ago I called (4 business days) but still... they called back. My car will be at the dealers in about 2 weeks. I was happy with that and told him so but then I mentioned that it seemed from the prixcar site that 2 other cars from the same batch that unloaded last friday will be at the dealers in 2 days. He didn't say anything just reiterated at the dealers in 2 weeks. And then just hung up when I said ok. hahaha.

Anyway, that's fine.... so I'll have to say something nice about Chrysler Australia in return. Here goes... difficult to mouth the words...

Thanks Chrysler Australia for getting back to me about the delivery schedule of my new car. Good job.
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post #6 of 31 (permalink) Old 06-06-2016, 10:45 PM
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Great news piggy, so your car has landed? two weeks is better than two months.
Fingers crossed, but don't hold your breath haha!!!
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post #7 of 31 (permalink) Old 06-06-2016, 10:58 PM
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haha yeah John there always has to be that caveat. We'll see, but even if it does take a little longer than that it's gotta be better than the thought of AUGUST or the SEPT they initially said.
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post #8 of 31 (permalink) Old 06-06-2016, 11:08 PM
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You bet, the thought of another 3 months ��
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post #9 of 31 (permalink) Old 06-06-2016, 11:19 PM
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It would be nice if the Chrysler bloke was itching to get off the phone to me so he could ring Vlad and tell him they'll put a new steering wheel on his car.
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post #10 of 31 (permalink) Old 06-15-2016, 08:30 PM
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Quote:
Originally Posted by Vlad Apostolov View Post
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,
Vlad
I've had the same problems and experience as you. This is par for the course for Chrysler Customer Care (which is an oxymoron if you hadnt already figured that out)

Perhaps call the dealer principal where you purchased the car. The more people you involve in your warranty claim the better..

PS. I'm sure it will be resolved, but as for the timeframe......
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