Just thought I'd share a recent experience with the membership, respecting Service
Contracts sold by Chrysler (Extended Warranties).

About 2 year ago, while still under the manufacturer's warrant, my SRT-6 experienced
the failure of the intercooler water pump (called by Chrysler an auxillary water pump).
This was replaced under warranty, and no issues.

Flash forward to yesterday. I noted while driving on this past Sunday that the car was
showing the same symptoms that had occurred when the intercooler water pump failed
a couple of years earlier. So, dropped the car off at the service center yesterday morning.
I got a call at about 5:05 PM last evening, from the Service Adviser, telling me that, indeed,
the pump had again failed. But, here was the kicker... he said it was not covered by the
Maximum Care extended warrant I had purchased, and the the repair would cost over
$650.00.

Obviously, I took great exception to this, and informed the Service Adviser that I would be
reviewing my contract and contacting Chrysler. So, I called the number on the back of
my warranty card, and found they had left the office for the day. Called back this morning,
and spoke with a representative. After about 1/2 hour, I was able to get the representative
to understand that they had to stand behind the printed statement "If it is mechanical, it
is covered". He contacted the service center, and the work will now be done under the
warranty (less my deductible, which ain't much).

The reason for my relation of this story is to encourage any of you with the extended service
contracts to watch out for any such shennanigans. When I spoke with the Service Adviser
this morning, he showed me the printouts from the first inquiry yesterday and the inquiry
this morning. Yesterday's clearly states that there is no coverage for this repair, while the
second clearly states that the repair is warrantied. What does this mean? Well, I don't
want to be accused of Libel, but it is my opinion that as Chrysler (and others) sink deeper
into the financial morass currently extent, there will be attempts to get customers to pay for
repairs that should be covered under warranty. Had I taken the first answer I had received
from the Service Adviser, I'd be out $700.00 (with taxes), and the Service Contract folks would
have saved however much they actually pay for such repairs. Do that a few thousand times
(easy with the number of Chrysler's on the road) with folks who don't read their agreements,
and I'm sure they could reduce their financial exposure greatly.

I cannot say that Chrysler is engaging in such behavior, but it is not unknown nor unheard
of for such things to happen. Certainly, this is not the doing of the local Service Center, as
they have no dog in this hunt. They just take what they are given in response to their query
and run with it. What else can they do when the Service contract issuer says a repair is not
covered. It is up to us to protect ourselves and ensure we are getting what we paid for, and
in all truth there is no one more trustworthy with this task than ourselves.

So, if you have one of these extended service contracts, make sure you are familiar with the
related documents, the contract itself and the "brochures" online on the Chrysler website.
Know that you should question any such determination made from the initial query by the
Service Adviser, and contact the Service Contract department to challenge that determination.

Once again, I am not claiming any factual knowledge of impropriety with respect to Chrysler
Extended Service Contract departments, just that it seems real shifty (that's an 'F' followed by
a 'T') that at 2:40 something yesterday afternoon this repair was not covered, but after my
call at 9:00 something this morning it is covered.

And for those who would offer such advice, yes I am ordering a Johnson pump to replace the
new OEM pump once the new OEM bites the dust in a couple of years (2 years since the first
failure). When that happens, which I think it will considering the number of these units which
have already failed, I'll just take care of the replacement myself with the stored pump. and save
myself the hassel.

Good luck to you all,

Coyote

 

good catch

i have a copy of my extended warranty in the glove box..

sounds like a service dept issue...

 

found this

http://www.chrysler.com/crossbrand/w...t-Sprinter.pdf

2. What's Covered Under
DaimlerChrysler's Warranties

2.1 Basic Limited Warranty
A. Who Is Covered?
You are covered by the Basic Limited Warranty if
you are a purchaser for use of the vehicle.

B. What’s Covered
The Basic Limited Warranty covers the cost of all
parts and labor needed to repair any defective item
on your vehicle supplied by DaimlerChrysler
Corporation that is defective in material, workmanship
or factory preparation. There is no list of
covered parts since the only exception is tires.
WHAT'S COVERED UNDER
DAIMLERCHRYSLER'S WARRANTIES
You pay nothing for these repairs. These warranty
repairs or adjustments — including all parts and labor
connected with them — will be made by your dealer at
no charge, using new or remanufactured parts.

I. Parts Covered
The Powertrain Warranty covers these parts and
components of your vehicle's powertrain:

Gasoline Engine: cylinder block and all internal
parts; cylinder head assemblies; timing case, timing
chain, timing belt, gears and sprockets; vibration
damper; oil pump; water pump and housing; intake
and exhaust manifolds; flywheel with starter ring
gear; core plugs; valve covers; oil pan; turbocharger
housing and internal parts; turbocharger
wastegate actuator; supercharger; serpentine belt
tensioner; seals and gaskets for listed components
only.

Transmission: transmission case and all internal
parts; torque converter; drive/flex plate; transmission
range switch; transmission control module; bell
housing; oil pan; seals and gaskets for listed
components only.
NOTE: MANUAL TRANSMISSION CLUTCH PARTS
ARE NOT COVERED AT ANY TIME.


The main service contract we sell is the Maximum Care plan. As long as your car is under 48,000 miles and within 48 months from the in-service date, it is eligible for this coverage. It extends the 3/36 bumper to bumper to a 7 yr/70,000 miles.

This includes: All Electrical Systems, All Engine Computers, Shocks, Torsion Bars, Engine Mounts, All Seat, Hood, Deck Lid, Convertible Tops, Window Mechanisms, Engine, Transmission, Driveline, Steering, Air Conditioning, Engine Cooling and Fuel Systems, Front and Rear Suspension, Anti-Lock Brakes.

Other Exclusions
Your warranties don’t cover the costs of repairing
damage or conditions caused by any of the following:
• fire or accident;
• abuse or negligence;
• misuse — for example, driving over curbs or
overloading;
• tampering with the emission systems, or with a part
that could affect the emission systems;
• use of used parts, even if they were originally
supplied by DaimlerChrysler (however, authorized
DaimlerChrysler or MOPAR remanufactured parts
are covered);

• any changes made to your vehicle that don’t
comply with DaimlerChrysler Corporation specifications;

 

Dang, nothing mentioned about those pesky idler bearings.

 

Huudoo, thanks. That is the coverage I have, and have had since before my car crossed the
36000 mile mark. With one exception. You cite 7 year/ 70,000 miles. However, my Maximum Care
plan covers 7 years / 100,000 miles. At just near 4 years and 2 months of ownership, I have 65+K
miles on the clock. I'm glad I got the 100,000 mile coverage.

Coyote

 

Sorry, tighed1. So far (knock on wood, touch iron, whatever) I've not had a problem with
my idler pulley bearings. I am hoping that I will not.

Another issue, though, I really do envy you guys who have Dearships/Service Centers that
provide you a "rental" car off their lot, or let you take one of their inventory while your car is
being repaired. I get carted over to an Enterprise Rental location, where each and every time
I have a hassle. Today was no exception. I walked out of the Enterprise while telling them to
watch closely as $160.00 walks out their door (it is expected to take a couple of days to ship
in the replacement pump). Selection sucked too, as all they had was either a Nitro or a big
honkin RAM truck. Pitiful. Glad I am that I still have my Jeep, and I'll pocket the rental fee
myself.

Coyote

 

What we must understand when you walk through the door at a dealership is that what they see is a $ sign with legs. This is just as true in the service or sales departments. Understand that and you have the chance to save money. The guy that greets you is not your new best friend, he would lift you up and shake you until all the money fell out of your pockets if he could. Instead he will try to do it more subtly, some are better than others and you will not feel a thing until your credit card bill comes in.

Warranty work does not pay as well as work paid for by the customer. With posted rates for work around the $100 an hour level, they prefer the customer to pay. If they do warranty work they are paid less and that hurts the profit of the dealership.

Any work done under warranty has to have all the paper work submitted to Chrysler correct, no errors are allowed, if one part number etc is wrong, the invoice is returned. Complicated jobs could be submitted a number of times until it is perfect. Each failure for acceptance can mean payment from Chrysler is missed until the next month. This means Chrysler hangs onto the money longer, the longer the better in their mind.

The dealership would much rather you pay the top dollar rate and avoid this paper work altogether. You are paying so the work gets done, you pay and you get your car. If Chrysler is paying, the work gets done and they have to wait for the lesser amount of money. If you were the dealer which payment option would appeal to you? Too many warranty claims from the dealer rates as a strike against the dealer in Chryslers eyes, even if they are real and legitimate claims. I am sure other makers operate the same.
I am aware of this because my wife worked in the accounting at a Chrysler dealership.

The dealer tries to take your money and Chrysler tries to pay out as little as possible to the dealer. In a year or so their will be less dealerships around, only the large companys with a number of dealerships will survive, the small dealerships will be gone.

Welcome to the future.

 

Not to mention that the mechanics and service reps are paid commission of the work they generate.