How do they stay in business?

[raka]

well, i just learned the way Chrysler is "improving" their instances of "bad" customer service:

by not picking up the phone they're converting it to "non existant" customer service

- - - - - - -

in case you were thinking of calling anyway, read on:

called chrysler 800 yesterday mid-day thursday to get order update status & was on hold over 30 mins! (can't imagine hold times for monday mornings)

anyway, if i were smart i would have hung up, but finally someone answers. glimmer of hope - at least not someone in Bombay (turns out they may as well have been from mars).

some highlights:

me: friendly greeting, then "calling r.e. update on car ordered, i have VIN & VON, what do you need"

DC: VIN pls

me: 2C_ _ _ _ _ _ _ __

DC: please hold while i look it up ....... ........
...
...

DC: what is your VON?

me: 12_ _ _ _ _ _ _

DC: please hold.... ..... .... .....
...
....

DC: what year model was this?
me: (my instincts told me i could just as well hang up at this point) 2006
DC please hold while i look it up... ..... ...
...
...
...
...

DC: wat kind of car was this?
me: (wtf? i knew for certain at this point this is not going to end well) 300C
DC: please hold... ...
...
...
...
...
...
DC: ok, found it. it is in the process
me: not sure what that means, what is the status code?
DC: status code?
me: explains... ... ...
DC: no, we don't know that. we just know it will be built
me: approx when?
DC: we don't know that
me: ok (know when i'm beaten) can you please give me ALL the info you have on my order & vehicle that is shown on your screen
DC: it says that it is in the process
(go back 10 lines & repeat if you feel masochistic)

[Nolmscheid]

You must not be talking to the MI location. They can give you all kinds of info. You probably reached the Louisiana office which no less than we do usually! I got my car in December, but I remember the pain of trying to reach the right people.

[II kings 9:20]

You should email this to Deiter, I am sure the higher ups at DC have'nt a clue as to what happens to Joe average when dealing with this archaic company and idiotic dealers. It will take a full generation to approach Lexus, they will also be a generation ahead too.

[John G]

If you had reference # it will speed up process time,The guy I spoke with gave me a reference # to use for future calls.

[Simon Templar]

Originally Posted by II kings 9:20

It will take a full generation to approach Lexus, they will also be a generation ahead too.

Kings.....

I'd not hold my breath very long for that one. As bluntly stated to me by a dealer in a thread elsewhere on the Forums, DC has no interest in taking this opportunity they have been given and turning it into anything beneficial to the company's future..

They are blindly happy to sit about and churn out McCars for the unwashed masses. No wish to better their lot. No thoughts as to what they will do when people, after seing the streets flooded with 300's of all sorts, will tire and possibly even grow sick of seeing them. No ideas as to how to deal with it all when the public will undoubtedly decide to go back to the competition just as they had for the past 30 years, give or take. DC has apparently learned little from those years. The K-Car mentality apparently still reigns supreme at Chrysler and their dealerships. And for their efforts, the 300 will suffer, the company will suffer, the dealer network will suffer, and even you and I will suffer as our resale values take a powder.

No....there will be no approach to Lexus. There will be no wish to even approach the exit ramp near Lexus. Instead, Chrysler will turn up the radio and keep sailing down the road, without even the slightest glance at the fuel gauge and how it is inevitably growing closer and closer to Empty. It seems that when one's wallet is fat, one tends to forget that myopia is treatable.

A true pity,

.....sT

[raka]

Originally Posted by Simon Templar

Kings.....

I'd not hold my breath very long for that one. As bluntly stated to me by a dealer in a thread elsewhere on the Forums, DC has no interest in taking this opportunity they have been given and turning it into anything beneficial to the company's future..

They are blindly happy to sit about and churn out McCars for the unwashed masses. No wish to better their lot. No thoughts as to what they will do when people, after seing the streets flooded with 300's of all sorts, will tire and possibly even grow sick of seeing them. No ideas as to how to deal with it all when the public will undoubtedly decide to go back to the competition just as they had for the past 30 years, give or take. DC has apparently learned little from those years. The K-Car mentality apparently still reigns supreme at Chrysler and their dealerships. And for their efforts, the 300 will suffer, the company will suffer, the dealer network will suffer, and even you and I will suffer as our resale values take a powder.

No....there will be no approach to Lexus. There will be no wish to even approach the exit ramp near Lexus. Instead, Chrysler will turn up the radio and keep sailing down the road, without even the slightest glance at the fuel gauge and how it is inevitably growing closer and closer to Empty. It seems that when one's wallet is fat, one tends to forget that myopia is treatable.

A true pity,

.....sT

depressing to read - but brilliantly written!

[Rambit]

Originally Posted by raka

depressing to read - but brilliantly written!

Do you really think Chrysler is any better or worse than any other auto maker? If so, please quote your source and experiences.

Rambit

[Simon Templar]

Originally Posted by Rambit

Do you really think Chrysler is any better or worse than any other auto maker? If so, please quote your source and experiences.

I believe that the point is that Chrysler could be better than the competition, they could be more advanced, they could be more desireable ....but they have made a concious choice not to be. And that is the crying shame of it all.

How indeed do they stay in business? More importantly....how will they?


....sT

[Mr.DJ]

...and I only thought that locating and purchasing an 'already built' model was an extremely frustrating experience. I'm sure glad that I didn't take Chrysler's advice and actually 'special-order' a 'build it your way' model. By reading the plethora of posts from those who've ordered their 300Cs and SRT-8s, it seems to me that my 'special-ordered' Chrysler would've probably have already been a year old by the time I would've received it. I guess the 'build it your own way' method still only works for certain fast food enterprises

[Northern Rider]

Originally Posted by Simon Templar

I believe that the point is that Chrysler could be better than the competition, they could be more advanced, they could be more desireable ....but they have made a concious choice not to be. And that is the crying shame of it all.

How indeed do they stay in business? More importantly....how will they?


....sT

In Canada, Chrysler made a decision 3 years ago to realign their dealer network. The result has been a merger of Chrysler Jeep and Dodge franchises, a committment to the 5 star concept and many dealers dropped.

Is it perfect now? No there still are "bad" dealerships, but the bar has been raised significantly.

10 years ago, I would never have thought about buying Chrysler products. Since then, we have purchased or leased over 30 DC vehicles. I have a very good dealer and have enjoyed very good service.

I hope DC can take the same approach in the U.S.A.