I just need to vent for a minute. :evil:

I love my dealership...those guys have taken very good care of me through the purchase phase and well into the warranty repair phase. But now, after almost 9 months and 17K miles, you'd think that DCX and their dealerships would have their acts together much better. They tell me that my car is "special" but it's almost a joke. I know I was the first XFire sold at the dealership, so I am the first to encounter every little problem, but I'm getting tired of being the guinea pig for every little DCX detail like:

:cry: I still get coupons for $23 oil changes mailed directly to me that they tell me I can't use when I get to the dealership (yeah, I know, I can push it, but that's not the point).

:cry: I get a letter saying it's time for my 15K service, but I think I'm learning (along with them) that there is no 15K service for a XFire...there's Schedule A Service and Schedule B Service only. And the service guy didn't know to check the odometer with the two little wrenches to figure out that it was almost time for the Schedule B service and not the Schedule A.

:cry: When we get to the service office, there is no Crossfire Schedule B List in the computer. So the service rep has no idea what to charge me. He literally had to use the Schedule B list in my manual and try to figure out what stuff costs, like an oil change and a new evap/air filter (because I complained about a chemical/freon smell when I turn on the A/C). He quoted me $213 which includes a 10% discount because I was complaining about not getting the $23 oil change. I have no idea if this is a great price because he left out all the tiny charges like rotating tires, or if this is a bad deal because I don't need an evap/air filter.

I'm willing to pay extra for being a "dumb girl" (if it really mattered, I'd take a basic mechanics class). But when the dealership seems even dumber than me, that's just scary. :shock:

Thanks for letting me vent. Now, I can go back to having a blast in my XFire and leaving all my cares behind!

 

17k!!! That is a lot of miles! haha

Ok back to your issue. How many crossfires do you think they have sold? How many of those have actually had more than 1 oil change? I've only had one and I did mine at 6k! I only have 6800 miles now, and that was over a month ago.

The truth is, most dealers are still learning as they go. Unless the computer systems tell them to do something different, they are going to do what is common first. They will learn. Just work with them and they can work with you

The oil change discounts you receive I guess could be corrected at the dealership level. All that stuff is automated when you purchase the car from them. It is to keep customers coming back to there shops instead of going elsewhere. More of a reminder than a discount.

 

Yes, Adam, I do agree with you. Just tired of having to be the one to pave the way for everyone else, especially the dealer themselves. Where have basic service standards gone?

The dealer called me back today and told me that they just put in a Schedule A and B Service list in the computer so at least the NEXT time *I* come in for an oil change, they'll know what to do.

I found out this morning that mine was the first "popping out of first gear" problem reported in the US, and my car was in and out of the shop every week for a month while they scrambled to figure out what was going on. I know that most folks didn't have any less hassle, but I feel like I've done my time as one of the the test cases.

Can you tell I'm cranky? I just found out that the recalled hose needs to be replaced on my baby and isn't in stock...so my XFire is tied up in the shop till Friday!! Arggh!

 

Diane, your frustration is evident and easily understood, and it has nothing with your being a "dumb girl" (your words, not mine :wink: ) which you are obviously not.

To those of us that own Crossfires, they are very special. To many Chrysler service departments, they are very strange automobiles.

Part of your confusion regarding coupons, letters, etc., is a result of a Chrysler automated system that many dealers sign up and use. It sends out service offers to Chrysler customers within certain zip codes or area codes. The system does not specify nor discriminate by car model, hence the confusion. The dealership will normally have "small print" at the bottom of the coupon/letter that excludes certain vehicles (Dodge diesel trucks, for example, if the dealership sells Dodge trucks) from the offer, but since the Crossfire is such a relatively new and limited production vehicle, many, if not most, Chrysler dealers have not updated their offerings in the Chrysler system, and indeed may not even be aware of the differences until we XFire owners educate them!

It's all about supply and demand. Service advisors, technicians, and service departments will probably continue to focus their efforts on the vehicles that "pay the bills" based on volume, (like minivans, for example), and the Crossfire will continue to be a niche vehicle, even in the service department.

That probably doesn't make you feel any better, but maybe it will help you understand their point of view.

Fritz

 

I know how you feel, being the "first one," but it works both ways, took m x-fire in for an oil change and they charged me $10.99, I asked what kind of oil they put in, thought they screwed it up. But they put Mobile one and a new filter and charged me the "cupon' rate so I got a real good deal. :P Although they did make the window sticker an oil change is due in 3M0/ 3000 miles, a little early.
Taking it in tomorrow for a replacement radio, hope it works out.

 

You guys are the best.

Yes, I do totally understand how all this happens and why. It's just that I'm in charge of marketing for a major corporation, and we use all these same tactics to drive sales, but one of the most basic items on the new product launch checklist is to make sure our customer service departments have all the facts and resources they need. I easily forgave those first few months while the kinks get worked out but I guess I just expected that 9 months and three oil changes later that these most basic marketing items would be resolved.

 

It is kind of confusing.

My dealer has been really good about keeping up with the TSB's and oil type and capacity, but they just can't seem to fix the wind noise.

The first time (when they changed out the radio), they said it was fixed. The second time (about 10 days ago), they said there was no problem. Today I received a call asking if I was happy with the service I received. I told them about the wind noise, and how it had not been resolved. She asked if I had complained directly to the service manager. I said not yet, because the problem was not critical, just annoying. She told me the service manager would call me tomorrow to get this taken care of.

If I get that call, it tells me that they really are tring to do this right.

I will let you know.

 

Yep, I do have to give credit to the customer satisfaction surveys that DCX sends out...it really does seem to incentivize the dealers to do as best they can...there must be some pretty big penalties and/or rewards for the results they earn.

I go to a five star dealership, and they ask me every time if everything is okay and will I give them all superior ratings on the survey when I get it. If I even joke about being unhappy, they immediately do whatever it takes to be sure I'm going to fill out that form with great remarks.

It was also interesting to learn this morning that the computer had a record of the surveys I filled out...that it seemed to help that the service rep knew I filled out the forms positively.

 

Today, less than 24 hours after I spoke with the customer follow up person on the phone, the service manager called me.

He had my records on what had been done (TSB and second test), and listened to what I had to say. I just said it was annoying, but definitly still there at highway speeds. He said that he wants it right, and will make sure it is right.

He asked if it would be OK if he and I went together for a test ride to see if we can pinpoint the problem. He also said he was going to contact his district rep to see if there is anything else being done by any other techs to fix this problem. He told me he would call me the first of the week to set up an appointment.

Like I have said previously, I have no complaints with how I am being treated by my dealer - Greenwood Market Street Motors in Youngstown, OH.

This is how customer service should be done!

 

While I can understand (but not condone) dealerships having that sort of attitude, I'm sorry, Crossfire is supposed to be the "new" Chrysler. It's TOTALLY unacceptable for ANY Chrysler dealership to not have 100% accurate information on EVERY car Chrysler sells. Hell, they USED to before there was email and internet, it ought to be easy these days. There's NO EXCUSE.

 

I agree with you. Isn't being a Crossfire dealer a voluntary thing? So when you as a dealership sign up, any and all BS and excuses are not allowed. End of story.

 

jsisabella,

I also had my car in for the wind noise TSB which addresses the mirror flag area as the villian. I still have the noise and did some checking on my own.

With the window up, I took my key and started at the top front corner of the window. I gently pushed the key in towards the seal. I could do that for 5" and then key would no longer go in. The passenger side did not allow the key to go in at all. I stopped by the dealer and showed them. Some of their cars were like mine and the others the seal was tight.

Bottom line is if you followed what I tried to explain... is the window or the track needs to be adjusted for proper alignment. They will have to take the door apart... shudder shudder shaking in my boots at just the thought of them doing that. I was supposed to take it in this Friday but put it off till after the CA trip. I'm not taking any chance of them breaking something.

I'll keep you posted and good luck with yours.

 

AZ:

Thanks. I will try that tomorrow...

 

David Burns said:True...very true. But what's "new" Chrysler to us (and to most dealerships) is "old" Mercedes. The ONLY reason that the Crossfire was rushed into production was the fact that Chrysler did not have a vehicle for that partciular market segment. It has very few "Chrysler" components, as we all know. Therefore, service advisors, technicians, and parts advisors are not familiar with the car at all, because of the limited demand and production.

Give them a little time, work with them, and you might be surprised at the results. I'm not presenting excuses, just simple business facts.

It's all about the benjamins, guys. Viper owners run into similar problems. Most Vipers end up in the shop for several days, often because there are no parts in stock (demand driven inventory system) and limited technician experience and familiarity with the vehicle.

Perhaps DCX should slash the prices of the Crossfire to about $18,000 per unit, sell about 250,000 units per year, and then when we take ours into the shop the parts will be there and everybody will be familiar with our problems. Sound good to you?

 

Grumble grumble. My car's gonna be in the shop over the weekend...apparently it takes six days to get the recalled hose shipped in.

 

Hi...


I talked w/ 2 local Chrysler service managers yesterday re. technical support/service...

Recap:
-dealer is required to have at least 1 technition trained specifically on the Crossfire / 300m to be able to sell 'em
-all required info. on computer system is available for the car.
-Chrysler has a technical support staff that provides the next level of support for the dealer
-The Crossfire is on an "early watch" program thru this year that requires dealers to report all problems to the centralized Chrysler team
-If there's a problem in the engine or drivetrain... the affected parts or car may have to be sent to a Chrysler center for detailed analysis.

I inquired because I'm interested in being a Crossfire owner and wanted re-assurance enough support is there... I'm satisfied with the dealer I chose... all dealerships/service depts are not created equal...


Dave...

 

unless the hose is worn thru and leaking already...doubtful...there is no reason they have to hold your car while they're getting the part. tell 'em to call you when they're ready. you really don't know where that car is going to be at night while the dealer has it.

dan

 

:shock: Sure Hope You Wrote Down The Mileage When You Dropped Your Car Off :shock:

 

Why are they replacing the hose? As per the recall: Very few vehicles are expected to require hose replacement.

I suppose yours is the one vehicle that does need the hose.. I hope they at least put you in a rental.

 

[quote="VegasCrossfireSure Hope You Wrote Down The Mileage When You Dropped Your Car Off[/quote]

Oh you know I did. Just a little over 4K. I know my techie took it for a spin, but if it has more than 4100 when I pick it up there's going to be some 'splainin to do.