[300C_AWD]

My Navigation Joystick knob felt like the tension was weak and the ZOOM and PUSH function stopped working completely. Then the up down left right cut out. The nav is inoperative like this. I brought the 300C AWD to the dealer and they say the entire unit needs to be replaced. That they can't replace the joystick assembly. No user servicable parts inside. They ordered a RECONDITIONED unit and said it will take 2-4 weeks for delivery. I told them I don't want someone elses "used" defective repaired returned nav unit as my 300C is only 45 days old. I should receive a NEW unit or have mine repaired while I use the reconditioned unit as a loner. The REC nav has been out since around august 2003 so I don't want someone else's 1 1/2 old unit that is scratched up or had filthy CD's in it. They refused to replace with a NEW unit and they say their are no NEW units to be had even if they could and refused to fix my unit with a loaner. I'm thinking about pulling mine apart and fixing the joystick myself as I have 25 years of Electronics experience.

Any idea's on how to jump up the chain of command and get them it give me a new unit or fix mine? I paid $1,700 and I'm not happy at this point. I know this is has happened to many 300C owners.

 

[PLMRob]

Well, you jumped the chain of command!

I handle the audio repair center exchange programs for Mopar.

The dealer needs to understand the radio exchange program a little better. Take you vehicle back to the dealer and ask him to open up the Parts MRA return screen on DealerConnect. Select Option 11, and ask him to order a "Z" part number for your audio/nav system swap-out. The dealer will be ordering PN - Z6038646AK.

The unit WILL be shipped UPS priority overnight and arrive at the dealership by 10 a.m. the next business day. If the dealership is open for service on Saturday, he will need to call one of our factory service centers to make special shipping plans. A complete list of Service Centers is located on the back of the Mopar 2005 Audio Systems Selection Chart (PN-00PM4355).

Now as for the unit, you will not be receiving someone's old trash. The DCX requires the supplier to provide new units to the repair centers as exchange parts. Audio units that are returned for service are inspected for service quality issues. Units with sever operational issues are scrapped. Some units that may require minor repairs such as fixing a jammed CD or bad joystick will be repaired and reconditioned with all new components as required. THere are strict quality standards for reconditioning a unit. Most repaired units receive all new faceplates and/or screens in order to make sure the unit looks the best it can. All units are then tested to meet the production specs for that audio unit.

Since job-1, very few RECs have recorded service issues. Rest-assured your unit replacement will meet or exceed all your quality expectations.

If you dealer has issues with this process - have the dealer contact the Parts and Service District Manager (DM) and have him/her give me a call. They have my phone number.


Rob Guzanek
Product Planning and Marketing Manager
Premium Car - LX, Audio and Electronics
Mopar Accessory Group

 

[Rambit]

Well, you jumped the chain of command!

I handle the audio repair center exchange programs for Mopar.

The dealer needs to understand the radio exchange program a little better. Take you vehicle back to the dealer and ask him to open up the Parts MRA return screen on DealerConnect. Select Option 11, and ask him to order a "Z" part number for your audio/nav system swap-out. The dealer will be ordering PN - Z6038646AK.

The unit WILL be shipped UPS priority overnight and arrive at the dealership by 10 a.m. the next business day. If the dealership is open for service on Saturday, he will need to call one of our factory service centers to make special shipping plans. A complete list of Service Centers is located on the back of the Mopar 2005 Audio Systems Selection Chart (PN-00PM4355).

Now as for the unit, you will not be receiving someone's old trash. The DCX requires the supplier to provide new units to the repair centers as exchange parts. Audio units that are returned for service are inspected for service quality issues. Units with sever operational issues are scrapped. Some units that may require minor repairs such as fixing a jammed CD or bad joystick will be repaired and reconditioned with all new components as required. THere are strict quality standards for reconditioning a unit. Most repaired units receive all new faceplates and/or screens in order to make sure the unit looks the best it can. All units are then tested to meet the production specs for that audio unit.

Since job-1, very few RECs have recorded service issues. Rest-assured your unit replacement will meet or exceed all your quality expectations.

If you dealer has issues with this process - have the dealer contact the Parts and Service District Manager (DM) and have him/her give me a call. They have my phone number.


Rob Guzanek
Product Planning and Marketing Manager
Premium Car - LX, Audio and Electronics
Mopar Accessory Group

Now that's service! This board never ceases to amaze me.

Rambit

 

[Model 57]

I'm glad to hear the response to this problem, I had a similar situation with my '87 LeBaron Convertible; when it was new. The dealer did the same thing to me. I had something go wrong with the monitor system, with the voice telling you this and that.
The dealer told me that they couldn't get a new one, and so they got me a reconditioned one. The select buttons were VERY WELL WORN, mine looked like it was brand new, but then it was pretty much brand new. I complained to the dealer about the condition of the one that they got me, but to no avail. Thanks again.

 

[XCITsNU]

Well, you jumped the chain of command!

I handle the audio repair center exchange programs for Mopar.

The dealer needs to understand the radio exchange program a little better. Take you vehicle back to the dealer and ask him to open up the Parts MRA return screen on DealerConnect. Select Option 11, and ask him to order a "Z" part number for your audio/nav system swap-out. The dealer will be ordering PN - Z6038646AK.

The unit WILL be shipped UPS priority overnight and arrive at the dealership by 10 a.m. the next business day. If the dealership is open for service on Saturday, he will need to call one of our factory service centers to make special shipping plans. A complete list of Service Centers is located on the back of the Mopar 2005 Audio Systems Selection Chart (PN-00PM4355).

Now as for the unit, you will not be receiving someone's old trash. The DCX requires the supplier to provide new units to the repair centers as exchange parts. Audio units that are returned for service are inspected for service quality issues. Units with sever operational issues are scrapped. Some units that may require minor repairs such as fixing a jammed CD or bad joystick will be repaired and reconditioned with all new components as required. THere are strict quality standards for reconditioning a unit. Most repaired units receive all new faceplates and/or screens in order to make sure the unit looks the best it can. All units are then tested to meet the production specs for that audio unit.

Since job-1, very few RECs have recorded service issues. Rest-assured your unit replacement will meet or exceed all your quality expectations.

If you dealer has issues with this process - have the dealer contact the Parts and Service District Manager (DM) and have him/her give me a call. They have my phone number.


Rob Guzanek
Product Planning and Marketing Manager
Premium Car - LX, Audio and Electronics
Mopar Accessory Group

Right on Rob!!! I am VERY impressed as well.

On another note, I am VERY concerned about Dealerships not respecting the Chrysler process for customer service. I see constant complaints about dealers giving customers and potential customers the run around. Honestly this was my biggest reservation when considering a Chrysler purchase. My neighbor has two Chryslers and two years ago practically owned a full time rental car because one or the other was constantly in the shop. The Dealers aren't helping too much with the conversion process... Sad really.

The pressure NEEDs to be taken up a notch!!!

 

[PLMRob]

I'm glad to hear the response to this problem, I had a similar situation with my '87 LeBaron Convertible; when it was new. The dealer did the same thing to me. I had something go wrong with the monitor system, with the voice telling you this and that.
The dealer told me that they couldn't get a new one, and so they got me a reconditioned one. The select buttons were VERY WELL WORN, mine looked like it was brand new, but then it was pretty much brand new. I complained to the dealer about the condition of the one that they got me, but to no avail. Thanks again.

Most likely the dealer pulled one from a used car and stuck it in your vehicle.

 

[PLMRob]

Right on Rob!!! I am VERY impressed as well.

On another note, I am VERY concerned about Dealerships not respecting the Chrysler process for customer service. I see constant complaints about dealers giving customers and potential customers the run around. Honestly this was my biggest reservation when considering a Chrysler purchase. My neighbor has two Chryslers and two years ago practically owned a full time rental car because one or the other was constantly in the shop. The Dealers aren't helping too much with the conversion process... Sad really.

The pressure NEEDs to be taken up a notch!!!

Approximately 40% of a dealership staff turns over each year. In order to maintain proper customer relationships, the dealer GM must make sure his staff is attends training programs to understand the policies and processes DCX has for handling customer concerns.

DCX has customer assistance numbers to assist owners with concerns. If the dealer will not listen - call the number!

 

[Tasha]

Excellent !

 

[jeepgrady]

Now, that's service.

 

[tekhen]

300C_AWD,

I hope all turns out well!!

Rob,

I also must say thank you for the quick responce and assistance with his problem.
Now if the service shops could follow your lead!!!

 

[rogue]

Rob once again its great to have you here.

My NAV unit did the same thing. They replaced it no questions asked with a brand new unit. It did take them a week or so to come up with the replacement one.

No issues since.

 

[vvv90]

Damn it's good to have someone like you on the board. I hope you stick around.

 

[badss]

The dealer needs to understand the radio exchange program a little better. Take you vehicle back to the dealer and ask him to open up the Parts MRA return screen on DealerConnect. Select Option 11, and ask him to order a "Z" part number for your audio/nav system swap-out. The dealer will be ordering PN - Z6038646AK.

I didnt see where the dealership did not have an understanding of the exchange program? I can attest to you though, that I have never had a problem with an exchange unit radio, I have had some concerns with their BCM's but other than that, they do a good job with the radios. They will even send CD's that are stuck in the radio back to the dealership.

 

[tekhen]

Now who was that that said DCX had bad service!!!!!

A whole lot of us!!!!

Although Rob has helped us in several ways...The service depts. have a long way to go!!!

 

[badss]

I would ask if anyone has seen, what is possibly an executive with any other manufacturer on any other car enthusiast web site, let alone replying to the forums. DCX is an outstanding company. As for the dealers, I can agree with you somewhat. What sucks is that so many dealerships usually have a couple of problems. 1) high turn over rates resulting in inexperienced people filling "holes" 2) people that do not care about the product they sell or work on. This is very important. Everytime I see a 300C ( sorry non C owners) in the service lane, I ask the service advisor what is wrong. I do not know what it is, but these cars are badass. The dealer I work for works hard to take care of customers. Of course there are some that just can not be pleased (dixietwister)

 

[NY2PA]

Rob, you the man!

 

[HEMEEE]

I would ask if anyone has seen, what is possibly an executive with any other manufacturer on any other car enthusiast web site, let alone replying to the forums. DCX is an outstanding company. As for the dealers, I can agree with you somewhat. What sucks is that so many dealerships usually have a couple of problems. 1) high turn over rates resulting in inexperienced people filling "holes" 2) people that do not care about the product they sell or work on. This is very important. Everytime I see a 300C ( sorry non C owners) in the service lane, I ask the service advisor what is wrong. I do not know what it is, but these cars are badass. The dealer I work for works hard to take care of customers. Of course there are some that just can not be pleased (dixietwister)

Your point was made... why you felt it necessary to include a personal attack is a mystery to me.
In my opinion, doing so completely denies you respect and credibility.

 

[LXfreak]

I didnt see where the dealership did not have an understanding of the exchange program? I can attest to you though, that I have never had a problem with an exchange unit radio, I have had some concerns with their BCM's but other than that, they do a good job with the radios. They will even send CD's that are stuck in the radio back to the dealership.

The dealer was telling the customer that it took 2 to 4 weeks for an exchange unit. PLMRob stated that this was incorrect and that the delivery of an exchange part should be overnight.

It looks like the the dealers needs to bone-up on the policies and proceedures manual!

 

[1sweetc]

Rob we appreciate people like you, and i am printing out your info, even though i have'nt had a problem yet, although our dealer here on the central coast of Ca, has a terrible service center, we had to get some moldings replaced that were scratched on the passenger window area and the service center scratched it so bad a body shop had to paint it allready, and we bought the car Feb 18th, wow what a terrible set up, from the owner on down customer service is extremely terrible, and we are still waiting for 1 piece to come in, which we were told 3 to 5 days and it has been 2 weeks and still nothing, they tell us that mopar keeps sending the wrong part, i know better it's the dealer, they don't have a clue, i honestly don't know how they will survive in our community. Rob hopefully you can pass this up the ladder, and let someone from chrysler know that this dealership is piss poor.

 

[Model 57]

The comment earlier about my runaroud with the dealer and replacing my monitor unit. Someone said that the dealer probably put in a used one from a car there. I doubt that he replaced it from a unit on the grounds. 1) they were not too common with that unit. 2) I had to wait a week or so for them to get it in. Still who knows.