Originally Posted by antonio311
Unfortunately after my dealer gave me the run around for 4 months, the rep actually looked at the rust and said "its an environmental caused rust" so Chrysler isn't going to fix it. This is hard to believe because the rust is under the weather stripping, which i explained, but still the dealer and rep refuse to fix it. Anyone have any other suggestions to get chrysler to fix this??? I called the chrysler customer service ctr. many times, all they did was to call the dealership and they said the district rep has more authority than them and they can't do anything. What ever you do Don't Buy a car or use the service from Grand Prix Chrysler in hicksville. They are the worst dealership i have ever dealt with. After purchasing 3 vehicles from them, they still refused to help me out with this issue. Also they actually dented my crossfire when I had it there for service. They still have yet to fix that dent. Any suggestions appreciated!
I had a similar problem with a BMW last year, when the area rep was a complete and utter moron, and the first level Customer service rep decided to decline my request. Here is what worked for me:
I went out of my way to find out who the NA VP of customer service was and his email address. Then I crafted a very careful, VERY polite letter to the VP of customer relations explaining that I had many BMW's in the past and that I am not angry at BMW per se just disappointed with this particular one. I also explained very calmly why I believed the area reps' decision was wrong and why BMW should step up to the plate.
Again, this letter has to very calm, factual and to the point. AND it has to be addressed directly to the heap of customer relations.
In my case it worked. Not 4 hours after he received my letter I got a call back from the very same first level customer relations guy (basically a telephone drone) explaining that BMW is rethinking their view and that they will get in touch with me the next day. And they did! The next day someone higher up the food chain started communicating with me and we finally came to the same conclusion.
The same tactics could be applied here.